Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a chandelier for $420 on 11/11/24 that came 12/24/24. My husband read the dimensions and stated it will not fit in our dining cove. I never opened the box at this time. I contacted the company a few days after it arrived (ordered Nov 11, 2024, arrived Dec 24, 2024. And I contacted to return Jan 1 2025. They contacted me 1/23/25 and requested pictures of the box which we sent. Then they contacted me on 1/29 asking for pictures of the open box. We opened the box and sent pictures. On 2/1 they stated everything appears fine and they gave instructions on shipping it back. On 2/11 I shipped it back using *** for over $150. I shipped it in original box via *** courrier and emailed them a copy of the shipping label. On 2/12 I received an email stating they see the shipping label and will review upon arrival which takes 3-4 Wis.Once the returned box arrives, our warehouse will take about 3-4 weeks to verify and inspect. They said once they would return the money in the same manner of payment. On 3/23/25 I sent them an email requesting my refund. I received an email stating they received it but it was not in the original box so they could not confirm whether it was damaged This is an outright lie. I shipped it via *** and insured it.

  

  Business Response

  Date: 03/28/2025

  Dear BBB Representative,
  
  We appreciate the opportunity to address the concerns raised by ***** ******** regarding order #*****. Below is a detailed timeline of events and our resolution:
  1. Order & Delivery:
  ? Order placed: November 18, 2024
  ? Order delivered: December 24, 2024
  2. Return Request & Communication:
  ? January 1, 2025: The customer contacted us requesting a return, stating that the chandelier did not fit their space.
  ? January 2, 2025: We requested her confirmation regarding the condition of the box and product, along with photos of the product and its packaging.
  ? January 24, 2025: The customer provided photos of the box only. We then shared return instructions and requested additional photos of the product inside the box.
  ? January 29, 2025: The customer submitted additional photos, which showed some foam packaging was broken. To ensure safe transit, we advised the customer to repack the item securely before returning it.
  3. Return & Inspection:
  ? February 11, 2025: The customer shipped the item back via UPS.
  ? February 12, 2025: We acknowledged receipt of the shipping label and informed the customer that inspection typically takes 3-4 weeks upon arrival.
  ? March 23, 2025: The customer inquired about the refund. Upon inspection, we observed that the foam packaging was significantly more damaged than before, making it difficult to verify the products condition. As the packaging was damaged and incomplete, the product could not be resold and had to be discarded, resulting in a substantial loss on our end.
  4. Resolution:
  ? As per our return policy, products must be returned in their original packaging and in new/unused condition to qualify for a refund.
  ? Given that the shipping carrier may bear some responsibility for the damage, and we value the cusrtomer's purchase experience here, we can still apply to offer a refund of $269.99 ($419.99 - $150) per return policy.
  ? To further accommodate the customer, we are willing to adjust the refund to $319.99 ($419.99 - $100).
  
  We value our customers and strive to resolve concerns fairly while upholding our policies. Please let us know if further clarification is needed.

• Initial Complaint

  Date:09/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The customer service was by far the worst experience I have ever had. I bought a chandelier from Sofary a few months ago. I hired an electrician to put it up. During the installation process (in which he followed the provided instructions) the electrician stated that the product wires were damaged/tangled. We called customer service at that time but no one answered. We left a message at that time. I called several additional times over the next week and continued to leave messages. I finally received a call back stating that the chandelier can be returned but it needed to be re-wrapped and shipped in the same box. I wrapped the chandelier and included all of the foam that it came with and placed it in the same box as instructed. After a month of inquiry on the status of my refund, I was told that the product was not wrapped identical to the way it was wrapped when it was shipped and that was a problem. Of course it wasnt exactly the same because it was unwrapped when it was opened. However, the chandelier was the same and it was new/unused. The fact that the wrapping was not identical is the reason I have now received a refund.This is the worst experience I have ever had with any company. This company does not honor their warranty of if unhappy with the product the new/unused product can be returned for a refund .As of 26Sep23, I have not received a refund. Their customer service now ignores my inquiries. They promised a response but have not provided one.So I am out the money I spent on the chandelier, the fee for a professional electrician and the ~$40 I paid to send it the chandelier back.This company is truly the worst!Beware! You will lose your money if the product arrives damaged or you are not happy with it in any way!You can find better made lighting with more reputable companies that truly honor their guarantees.-Disappointed and broke

  

  Business Response

  Date: 10/05/2023

  We appreciate your recent communication regarding your product return and understand your dissatisfaction after installation. While our policy typically accepts returns for unused or uninstalled items, we made an exception in your case.
  

  Upon inspecting the returned package, we noticed tangled wires and cords, which is why it takes additional time for us to confirm the details before reaching a decision. We take customer satisfaction seriously at ********************** and, after careful consideration, have issued a full refund for your purchase.
  
  Your experience matters to us, and we are committed to improving our procedures to prevent such issues in the future. We value your patience and understanding throughout this process and remain dedicated to ensuring a positive experience for all our customers. Thank you for choosing SOFARY. Your satisfaction is our priority, and we look forward to serving you better in the future.

  Customer Answer

  Date: 10/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order on 3/30, on 3/31 I called the number to cancel and no one ever answered the phone. I called on Monday all day and again no one answered. I sent an email asking to cancel the order and received a call back that evening that they would cancel the order but as per policy there would be a $50 cancellation fee. The order confirmation said the order would take **** days to process and 6-8 weeks to ship. I have NEVER been charged a cancellation fee for an item that had not shipped and had no shipping date yet. This is a scam.

  

  Business Response

  Date: 04/07/2023

  We do have our cancellation policy clearly stated here (************************************************************) that customer can cancel for free with 24 hours, after that $50 processing fee will be charged. Chandeliers are large items, which do require special process and take some time. Once the process started, it is not easy to be reverse, which is why we charge cancellation fee. 
  
  The specified order#***** was placed on March 30 , we didn't receive cancelation request until April 3. In between, we've started the process already and the cancellation will be charged based on our policy.

  Customer Answer

  Date: 04/17/2023

  Hi- Please close this complaint (ID# ********* as the merchant has provided the full refund amount.
  
  Thank you,
  *************************
  

  
  

• Initial Complaint

  Date:01/23/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a fan, later found out it wouldnt be available for months. Tried to cancel and told a $50 cancelation fee! Item not on way, they have no date of delivery. Their website is misleading about delivery and you only find out about the delayed delivery when you check on when is the item coming????

  

  Business Response

  Date: 01/27/2023

  We do have our cancellation policy clearly stated here ************************************************************ that customer can cancel for free with 24 hours, after that $50 processing fee will be charged. For the delivery time (process time + shipping time), it is called out on several locations, like the product page , checkout page(process time + shipping time), and the order confirmation email. For non-us stocks, it could take around 8 weeks to arrive. We do want to provide good customer experience as much as we can and we have followed up you through email already. 
  

  Customer Answer

  Date: 01/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The company refunded all of my monies, because the order was not going to be received in 8 weeks as they claim all over the place. I ordered in January and was not going to receive the order until April, with no date promised....about ***** weeks.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/02/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a chandelier from this companies website and saw that the chandelier had half of the pieces broken. I tried calling several times at different times and no one answered the phone I left a voicemail no one called me back. I ended up writing them an email and they told me that they would replace the pieces and send it back out to me via mail. They sent me a tracking number which was the same tracking number as the original purchase of the chandelier and said that it was already mailed out and deliver it to me yesterday June 1, 2022 which Ive never received. I still have not received my replacement pieces for my chandelier.

  

  Business Response

  Date: 06/14/2022

  There was a mistake in that the wrong tracking info was provided. Our support team did follow up and provided the right tracking number and the customer has received the required parts already. (Screenshot attached below)

  Thanks,

  Sofary Support Team