We Got Lites

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becaA full refund for store credit is fine.  You must pay for shipping back of your broken light.our Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello [redacted],First and foremost, we would like to apologize to [redacted] for any inconvenience she feels she has been subjected to.Secondly, we would like to attempt to explain the situation with the customer's fixture as there appears to be some misunderstandings. This order was placed in August of...

2014.  One month later the customer called us to inform us that the fixture was missing a part.  We offered to send this part but the customer refused, insisting we send her a whole new fixture.  The part that was missing was a tiny little stopper that would have slid over the wires very easily.  However, we obliged and sent the customer a brand new fixture and picked up the original at no cost to [redacted].  She was satisfied with the new fixture for several months.However, in February of 2015, [redacted] sent us an email expressing that her fixture had burned out and was no longer functional.  She had also attached photos to the email.  In the photos, it was evident that the customer had not used a licensed electrician, as recommended, to install this fixture.  There had been an excessive amount of wiring left tangled up inside the top of the fixture (the part that goes into the ceiling).  This is not something that a licensed electrician would ever do as it is incredibly dangerous and a huge fire hazard.  I explained to [redacted] that this was the reason that the fixture had burned out.  The customer admitted that a relative of hers had installed the fixture.Still, in an attempt to keep the customer satisfied, we agreed to send her a new fixture and pick up the damaged one, again, at no cost to the customer.  Unbeknownst to us, the manufacture had, by this time, made revisions to the fixture.  The fixture in the customer's possession currently is the only version of the fixture that exists.  The manufacture is no longer making the version that the customer originally ordered.  The price of the item has not changed and where the dimensions are slightly different from the original, the quality has, in fact, improved.  Understanding that the she may be unsatisfied with this new version, we offered the customer a store credit for her to choose a new fixture.  [redacted] refused to accept this, insisting that we send her the original fixture, which no longer exists.The customer continues to make false accusations of our company intending on cheating her out of a fixture.  She also believes that we are still offering the original fixture on our website, which we can assure the Revdex.com and [redacted] is simply not true.  We would have no reason to withhold product if we had it to give.  Why would we not want to put this matter to rest?  Our offer for a full merchandise credit still stands.  Please understand that we have tried to satisfy this order but the customer's demands are unfair and unreasonable.  We are open to negotiating other options.Thank you for your time,Tina L[redacted]Director of
Operations[redacted]
[redacted]Tel.
###-###-#### Ext. ([redacted])Fax.
###-###-####[redacted]

As it is our intent to always provide the highest level of customer service for our customers, we are unsettled about this matter with [redacted].  However, I am not sure how this matter can be resolved as we believe we have provided a sensible solution to [redacted]'s claim.We sold [redacted] a fixture that she ordered on her own accord.  When she had an issue with the fixture, we provided her a replacement because there was a scratch on the fixture, paid for the return of the original fixture to our warehouse, and then shipped her out a new fixture free of any additional charges.  We fulfilled our damage warranty obligation and were expedient in our efforts.  When [redacted] requested a CSA certificate, we reached out to the manufacturer who, after a considerably long time, provided us with a certificate.  We were unaware that the CSA certificate provided was for an item other than [redacted]'s lighting fixture.  Our customer service department did not forward [redacted] the certificate with malice or wrong intent, rather they forwarded what was provided to them.  We have now corrected our processes and identified the proper procedures when manufacturers send CSA certificates so that we may verify their authenticity.As a resolve to [redacted]'s situation I had told her I would take back the fixture she purchased for a full merchandise credit and without any shipping costs against the purchase of a new fixture.  As I was careful to select options that were similar in characteristics to the one she purchased, I did not look at price, rather I looked to see that the fixtures were UL listed, which most of the time goes hand in hand with a CSA listed product.  As a CSA listing is specific to areas outside of the US, it is not something that we check for, but it is something that [redacted] would be able to verify through her sources prior to selecting a replacement fixture.She selected a replacement but stated that she would not pay another penny to our company because of the expenses that she had already incurred.  I am not sure how [redacted] expected me to respond to that e-mail as it was obvious that there was nothing further we could do to settle this matter as we did not feel that we had an obligation to provide her with a fixture that was more expensive, especially given the expense we also incurred and were willing to further incur on this order.  Please keep in mind that for us to accept her return fixture there would be a cost for return shipping, the cost of the original fixture (as the purchase was made outside of the vendor return period), and the cost to ship the new fixture. As stated, we are willing to take back the fixture [redacted] purchased, without a restocking or return shipping cost to her, on the contingency that she purchased a new fixture for equal or greater value. Should [redacted] wish to purchase a fixture for more than what she originally paid, the additional fees must be wired to our company and the original fixture must be returned prior to us shipping the new fixture.The price quoted for the fixture options are in accordance with MAP guidelines provided by our vendors and are not different than any other website listing for the same item.     We look forward to this matter being closed and hope that [redacted] can understand our position.  We agree that this matter has been harrowing, but the responsibility of the initial purchase falls on [redacted].Thank you. Lana S[redacted], VP of Sales & OperationsWeGotLites

On December **, 2016 [redacted] entered our e-commerce portal to purchase (2) outdoor lighting fixtures and (2) pier mounts for the outdoor fixtures from our website.  He made the purchase on his own free will without coercion from a sales representative.  Furthermore, [redacted] agreed...

to the terms of the sale.  Please see attached order confirmation, which includes and acknowledges [redacted]'s agreement to the terms, and the Return Policy that links from the ordering platform to the Policy page - made available for our customer's reference.On 12/**/2016 and 12/**/2016 orders shipped to [redacted], of which he received on 12/**/2016 and 12/**/2016.  On 12/**/2016 [redacted] called us to let us know that he ordered the wrong lights and wants to return them - he was explained our store policy and opted for a store credit to avoid the restocking fee.  He was sent the return form which indicated there would be a fee for the original shipping of the item, and signed and returned it to our office.  Copy of which is attached as well.  This form indicates the original shipping cost of $13, which is what he was responsible for.On 12/**/2016 [redacted] spoke with [redacted], our customer service manager, and stated that he would keep the lights, but that one of them were damaged.  [redacted] explained that we would replace the light at no additional cost, provided he sends us photos of the damaged light.  To date we have not yet received the photos and can only assist the customer further with that information.We are surprised that [redacted] submitted this complaint against our company as we were forthright with our return policy, assisted him as much as possible to process his return, and even facilitated his change in plans to replace the damaged light, as opposed to returning it, at no additional cost to him, provided he submits proof of the damage.At this time we will be e-mailing [redacted] with the hopes of obtaining the damaged fixture photos so that arrangements can be made to ship him a replacement and get the damaged item back to the manufacturer.Please advise of the status of this complaint at your earliest convenience by calling ###-###-#### or by e-mailing me at [redacted].Thank you for your assistance in this matter. Lana S[redacted]VP of Sales and OperationsWeGotLites, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

First, and let me be clear. The light fixture I purchased originally wasreceived DAMAGED IN SHIPPING. So it was returned and a replacement sentback to me.That took 2-3 months to accomplish. Of which the original fixture finally wasreceived, and was re-wired adding an extension of line and chain to swag thefixture. I think this may be where the damage occurred from their end. Nothaving it properly re-wired by an electrician. I paid extra for the additionalwire and chain on the replacement fixture. There was not pursuant to their return policy - the fixture received was damaged! This is what they are referring to as returning a replacement to me free of charge and at their expense.They probably claimed value with the shipping company and charge them for this return and reissue.Second, upon finally receiving my light fixture - of which I was completelyfine with the amount I paid at that point, and I was happy with the look ofthe fixture and that it had arrived with out shipping damage. Contacting my electrician who refused to install it - due to a lack of certification papers and lack of any labeling on the transformer itself. I then contacted WeGotLites about this issue with whom Samantha G, Customer Service was contacted to provide me with the proper certification papers. Here is her email to me after several attempts to find out how long this will take, this was her response.Begin forwarded message:[redacted]
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[redacted] Doesn't sound like a company that is dealing with a simple return of a fixture I was unhappy paying for. They were trying to help me GET the certification I needed to install my original order!I finally received a fraudulent certificate, of which the CSA Group has been in direct contact with WeGotLites regarding this exact issue. Here is their email to me advising me that the paperwork does not pertain to neither the fixture I ordered. Or the replacement fixture they had assured me WAS CSA Approved as a possible replacement.[redacted]
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 Where Lana S[redacted] is confusing this issue is in the replacement fixture - which after much communication and tireless begging to WeGotLites to send me either a complete refund or a replacement fixture of equal or greater value, the fixture I chose, from a compilation coming directly from Lana S[redacted]'s email directly, was much too expensive, and much more expensive than the original fixture I had ordered. Upon trying to multiple times negotiate a fair trade price for the upgraded fixture, which Lana S[redacted] assured me WAS CSA approved, when in fact it was not (as proven above by CSA Group's letter). AND furthermore, debunks [redacted]'s statement. They offered to replace my fixture but failed on two counts;1) of the replacement fixtures offered as a replacement, there was only one remotely similar to my original order.2) this replacement fixture was also not approved by CSA to be installed in my home or the CSA Group could not find proper registration of same and advised me of thisLegally or not, when asked by the consumer it is mandatory that they provide technical specifications of any given light fixture, and the one WeGotLites provided to me on the fixture I purchased is fraudulent.My point in paragraph four of WeGotLites retort is they never offered a great bargain on the obviously more expensive fixture that had a similar look and feel to my original purchase.  They also wanted me to pay full price for the replacement fixture ($2,338.00US compared to $576.00 original fixture). Neither of them are CSA approved as per letter above. This is my terms was unacceptable, to now have to pay almost five times more for a fixture from a company that wouldn't provide me with the proper paperwork.My response to them was to take the fixture back and refund my money because I was not going to pay another penny for a light fixture that I can not safely install in my home. To which [redacted] simply did not respond. When I asked [redacted] to give me her absolute best possible price on the  replacement fixture showing retail $2,338.00 US, she did not respond with any number. That told me they did not want to negotiate, I would have to pay full price for a fixture of equal aesthetic value to my original purchase that was CSA and UL approved. To date, I have not seen the registration papers or certification of either of the light fixtures. Nor have I been offered a full refund of my money of the fixture I did purchase.Fixture 1: Original Purchase Lunasphere Design 40-Light Chrome 24" hanging Pendant with Clear Crystals ID [redacted] for $699.00US (24"Diameter, 20 watt G4 base bulbs (included) Chrome Finish, Clear Crystals.Fixture 2: Replacement Fixture Eglo Silver 26 3/4" W x 21 Light Pendant from the Vivaldo Collection  ID [redacted] for $2,338.00US (26.75" Diameter, 21 10 watt G4 bulbs (included) chrome plated steel UL rated for dry locations All of my emails are sequentially attached here in date order.Begin forwarded message:
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[redacted]Thanks for your order! After expenditures of hiring an electrical to come out only to tell me that he can't legally install it safely without the proper paper work $250.00, to having to pay for Duties fees on two shipments coming through into canada at $95.00 X 2 = $190.00, plus the additional wire and chain paid out on the replacement fixture $90.00, now CSA Group inspection of the fixture I do have $450.00, and the re-assessment, re-wiring, re-evaluation, labeling of the fixture which will cost me another $750.00. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]
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[redacted]And there is where it sits, over one year later, this fixture sits in my basement waiting for re-wiring (more money) and proper labelling to be taken back the CSA Group for another inspection fee. My being forced to pay exorbitant CSA Approval and Inspection Fees on a fixture which WeGotLites refused to refund my money when questioned. My hope at this point is to be at the very least refunded any monies affiliated with this product, and that the public be fully aware that •PRODUCTS ON THIS SITE MAY OR MAY NOT HAVE PROPER UL OR CSA APPROVAL FOR INSTALLATION IN YOUR HOME. YOU PURCHASE AT YOUR OWN RISK. • No where did it state that on my invoice, email, paperwork, website, nor in any emails and communication from this company. In fact, the way it reads is that it was no issue getting the certification papers - and I waited, and waited and waited for false papers to be provided to me. Only to then hit another dead end road of getting a replacement fixture that looked like my purchase or if that could not be accommodated, then refunding my money.I would really appreciate a finding in this matter, as you can see I have spent hour and hour proving my point that I tried amicably to come to a friendly conclusion with this company. They are selling an inferior product, one that puts my very life in danger not having a properly hard-wired electrical fixture attached to my home. I asked for certification, they provided me with fraudulent papers - I think that is  proof enough of their intent.  I look forward to your resolving this matter as quickly as possible, I am here if you need me to send actual emails from officials regarding this matter and the certification papers provided to me.Thank you, I remain [redacted]

Hello [redacted],We will be sending the customer a [redacted] calltag via email.  We ask that she repackage the item as it was sent to her.  Once the item arrives to our warehouse a Merchandise Credit will be issued in the full amount.Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Hello [redacted],We apologize for any inconvenience the customer may have experienced.  Please understand that we stand behind our products but they are fragile and may be easily damaged in transit.  As a result, we offer replacement parts and fixtures at absolutely no cost to the...

customer.  However, if the customer decides that they no longer want the items they purchased even after we offer to rectify the damage, the return is treated as buyer's remorse.  The return policy is clearly stated on our website as follows:Freight Damage:Please inspect shipments immediately upon receipt. Many of our products are fragile and may sustain damage during shipping, even if the carton appears to be in good condition. If the merchandise has been damaged during shipment, be sure to notify the office of WeGotLites no later than 7 days upon receiving the item, allowing proper time to file a claim through the carrier. A claim will be filed with the carrier to credit your account for the damaged fixture(s), which we will replace at no cost. If the damaged product is repairable with replacement parts, these parts will be shipped at no cost. WeGotLites.com will not be responsible for expedited shipping of any replacement parts or products. If you would like to return the damaged product with no replacement, the return will be subject to our standard return policy.ReturnsWeGotLites.com is the best place to buy lighting & home décor products online for wholesale prices. We stand behind our products and guarantee your satisfaction with every order. Just make sure to set up your return within 7 days of your product(s) delivery date, complete the Return Merchandise Authorization (RMA) form, await the issued RMA number, and send the product back un-installed and in the original packaging, and you will get a store credit or refund, with the terms below:To receive a store credit (less shipping costs and a 15% re-stocking fee), or refund (less shipping costs and a 25% re-stocking fee), please make sure of the following:All returned merchandise must be in resalable condition The product must be free from scratches and/or defects All merchandise cannot have been installed or assembledYou must have the original box(es) and packaging for the item Returned merchandise was not a sale, clearance, closeout, of final sale product. For more information, please see "Exceptions" below.Merchandise may not be returned with missing parts or componentsThere cannot be any writing or labels on the packaging for the item Notify Customer Service within 7 days of receiving your orderAgain, we apologize for any inconvenience.Respectfully,[redacted]
[redacted]
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Review: Received a light fixture that had been previously opened. Upon inspection the fixture was already broken and of EXTREMELY poor quality. Called to arrange a return and was told that there would be a 25% RESTOCKING FEE as well as I had to pay for shipping back. TOTAL RIP OF! This is NOT WHAT the return policy states.Desired Settlement: This company needs to reimburse me for the cost of the light fixture and the cost to ship it back.

Business

Response:

Hello [redacted],We apologize for any inconvenience the customer may have experienced. Please understand that we stand behind our products but they are fragile and may be easily damaged in transit. As a result, we offer replacement parts and fixtures at absolutely no cost to the customer. However, if the customer decides that they no longer want the items they purchased even after we offer to rectify the damage, the return is treated as buyer's remorse. The return policy is clearly stated on our website as follows:Freight Damage:Please inspect shipments immediately upon receipt. Many of our products are fragile and may sustain damage during shipping, even if the carton appears to be in good condition. If the merchandise has been damaged during shipment, be sure to notify the office of WeGotLites no later than 7 days upon receiving the item, allowing proper time to file a claim through the carrier. A claim will be filed with the carrier to credit your account for the damaged fixture(s), which we will replace at no cost. If the damaged product is repairable with replacement parts, these parts will be shipped at no cost. WeGotLites.com will not be responsible for expedited shipping of any replacement parts or products. If you would like to return the damaged product with no replacement, the return will be subject to our standard return policy.ReturnsWeGotLites.com is the best place to buy lighting & home décor products online for wholesale prices. We stand behind our products and guarantee your satisfaction with every order. Just make sure to set up your return within 7 days of your product(s) delivery date, complete the Return Merchandise Authorization (RMA) form, await the issued RMA number, and send the product back un-installed and in the original packaging, and you will get a store credit or refund, with the terms below:To receive a store credit (less shipping costs and a 15% re-stocking fee), or refund (less shipping costs and a 25% re-stocking fee), please make sure of the following:All returned merchandise must be in resalable condition The product must be free from scratches and/or defects All merchandise cannot have been installed or assembledYou must have the original box(es) and packaging for the item Returned merchandise was not a sale, clearance, closeout, of final sale product. For more information, please see "Exceptions" below.Merchandise may not be returned with missing parts or componentsThere cannot be any writing or labels on the packaging for the item Notify Customer Service within 7 days of receiving your orderAgain, we apologize for any inconvenience.Respectfully,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The product was received broken and not because of shipping damage. The box had been previously opened and whoever opened it damaged it. The fixture is of such poor quality that it is easy to see how that could have happened. The company states that they stand behind their product. They want to charge me 25% restocking fee for a cheap light fixture that was broken when I received it? This has nothing to do with "replacing broken parts". The product should not have been shipped in it's broken condition. I have to pay to have it shipped back? ..."We stand behind our products and guarantee your satisfaction with every order." ????

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becaA full refund for store credit is fine. You must pay for shipping back of your broken light.our Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello [redacted],We will be sending the customer a [redacted] calltag via email. We ask that she repackage the item as it was sent to her. Once the item arrives to our warehouse a Merchandise Credit will be issued in the full amount.Thank you,[redacted]

Review: On dec ** I placed an order. On dec ** and ** I called to cancel the order. My status online showed pending. The man I spoke to on both days promised to have someone call be back. Needless to say I never received a return call. On dec ** my status was still pending. I sent them an email from their site once again requesting that they cancel my order. To this day, dec **, I have not received a response to my call or email. On dec **, I received an email from [redacted] stating that I would receive receive shipment on dec **. The package had not arrived in my city yet. I called [redacted] and told them to return to sender because I do not want the package and they said that would not be a problem. I then called the company to tell them that I refused the package and that I had tried several times to cancel without success. She was very rude and said that she would make sure I was charged a 25 percent fee. I asked why since I tried multiple times to cancel before shipment and I refused delivery. She then said that I only had one hour from the ime that I ordered to change my mind. I have thoroughly read their terms and it does not state that anywhere.Desired Settlement: Full refund. I have also disputed the charges with my credit card company.

Business

Response:

Hello [redacted],We would like to apologize for any inconvenience the customer may have experienced. Our facility was closed on December [redacted] and [redacted] in observation of the Christmas holiday and did not return until December [redacted]. We do employ an answering service during non business hours to take messages for return calls. [redacted]'s package was shipped directly from the manufacturer on the [redacted] before we were able to respond to her messages. She placed the order on December [redacted] and attempted to cancel three days later. Her order had already shipped. Our one hour cancellation policy is clearly stated on our website as follows: Cancellations We go out of our way to ship as quickly as possible and will make every attempt to cancel your order, if necessary. However, many of our products ship direct from the manufacturer to you. In the event that you would like to cancel your order, we will need to confirm with the individual manufacturer that your order has not been shipped. Once we have confirmation that your order has been canceled, we will credit your account.Entire or partial orders can be canceled within one hour of the order being placed. Cancellation fees may apply, depending on order processing. Orders can not be canceled after the manufacturer has processed or shipped the items. Requests to cancel your order can be accepted by calling a customer service representative Toll Free at ###-###-####. Cancellation requests will NOT be accepted by form of email. Once you speak with a representative and confirm that your order may be canceled at that time, you will receive an email confirming that your We Got Lites order has successfully been canceled. Your order will remain "In Process" and not successfully canceled unless you receive a confirmation via email that your order was canceled.If we were not able to cancel your order and it has already been shipped, please do not refuse the shipment as this could result in cancellation fees being assessed. Please contact Customer Support for return instructions. As you can see, even if we had been open to receive the customer's call, her order was already in process and would have gotten charged a cancellation fee regardless. The fee of 25% is a manufacturing fee, as the item will have to be returned directly to their facility and restocked. Again, we apologize.Respectfully,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

My status showed pending up to dec [redacted]. At that time it showed processing. On dec [redacted] it showed shipped. If it was an answering service that I spoke with they did not identify themselves as such. And they still never replied to my message. I also had three other people read their terms and none of us could find where it said I had one hour to change my mind. If it does say that then it was just changed to say that.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: In October 2014 I placed an order over the phone with We Got Lites. At the time of my purchase / sale I was not informed of their very unusual and short / restrictive term return policy. I received the item and it was much to large for my purpose. I called within 30 days to arrange return. They said someone would call me back. No one did. I called a second time and still didn't hear from anyone. When I did get ahold of the company they informed me for the first time that their return policy is 7 days, after that is only a grace period and they insisted that I was outside of the grace period of 30 days. I insisted many a time that I did in fact call within the 30 days. Upon their refusals to honor that I did in fact call within the 30 days, I was being essentially called a liar or delusional without those words being used but they kept denying that I called and refused to believe me that I did call. I then had to contact my phone company and show proof of my call. This was a very untoward customer service encounter and was a result of their being inept both in informing me of their unusual return policy at the time of sale and by insinuating I'm a liar about having called with the 30 days.

Nonetheless, they continue to attempt to price gauge me / refuse to allow me to return my merchandise in a fair manner. This has been ongoing for quite some time and to no resolve. We Got Lites [redacted] admitted to me today that no new circumstance has changed since onset of this complaint that adversely affects them any differently had they accepted return of the product back when I initially contacted the company. They still offer this same product on their website. It is still in its original packaging.

Please assist in the manner as again, I was never informed of their unusual restrictive return policy at the time of sale, and I called them in a reasonable time, I was treated as if I'm a liar, and they have been continually unreasonable in their attempts to resolve this matterDesired Settlement: Full refund to include shipping

Business

Response:

Dear [redacted] received her order on October [redacted], 2014. On November [redacted], 2014, the customer did in fact reach out to us in an attempt to return her item. However, the phone number that the customer provided for us upon placing the order is, ###-###-####. The phone number that the customer contacted us with to initiate the return is, ###-###-####. Therefore, we did inform the customer that there was no record of the original call because we had no way of connecting the alternate phone number to her order and therefore no further information to contact her with. We were under the impression that her first and only attempt to request a Return Merchandise Authorization Form was on November [redacted], 2014, which was eight days later than our 30 day grace period for returning for a merchandise credit only. However in an attempt to satisfy the customer, we agreed to accept the return minus original shipping and a 35% restocking fee, the remaining balance issued on a merchandise credit. The customer refused, demanding a full refund in the original form of payment. It wasn't until December [redacted], 2014 that [redacted] informed us that the call was made from a different phone number. Once we were provided this alternate phone number, we were able to confirm [redacted]'s original call. Given this new information and the fact that the call was made within 30 days of delivery of the order, we gladly and willingly informed the customer, on December [redacted], 2014 that we would honor the return, following our regular return guidelines. Our Return Policy, stated on our website, is that we be contacted for a Return Merchandise Authorization Form within seven days of receiving the merchandise for a full refund in the original form of payment. We are not required to honor any return after seven days. However, we respectfully offer a 30 day grace period based on manufacturer's restocking fees. On December [redacted], 2014, [redacted] contacted us to inform us that she refused to pay our restocking fee and would instead file a complaint with the Revdex.com. We tried to explain and reason with her, as these were not our restocking fees but the manufacturer's and they could not be waived. The item in question is not one that we stock in our warehouse. It was ordered especially to satisfy [redacted]'s order. We are simply a supplier of that manufacturer's items. The customer refused to accept any offer we made in attempt to put the matter to rest until October [redacted], 2015, over one year after the original delivery date. [redacted] emailed us 11 months after our last contact attempt still demanding a refund however accepting a 25% restocking fee.At this point we are no longer willing to accept this return. We believe that the attempts we made to satisfy this order almost a year ago were appropriate and fair then. It is, now, absolutely unfair to expect us to accept a return for an order purchased over a year ago.Respectfully,Tina L[redacted]Director of Operations[redacted]

[redacted]Tel. ###-###-#### Ext. [redacted]Fax. ###-###-####[redacted]

Review: Gist: WeGotLites replaced my chandelier (due to damage) to a smaller version of what I originally purchased without my consent. I just want WeGotLites to send me the chandelier I ordered, and nothing else.

To: [redacted]

Subject: Ready to close this chapter

Date: Mon, ** Oct 2015 18:54:22 +0000

To whom it may concern,

I received a phone call from Samantha G[redacted] on * October 2015. Mrs. G[redacted] told me that the manufacturers of the "Astro Collection 15-Light 30" [redacted]" just informed WeGotLites that they were not making this chandelier anymore and therefore, WeGotLites were unable to provide me with the chandelier I originally ordered. Mrs. G[redacted] also informed me that I could stay with the chandelier I received as a replacement, the "Astro Collection 6-Light 22" Chrome 2075D18C", and WeGotLites would reimburse me with the difference. I told Mrs. G[redacted] that I would consider it once I know the amount of the difference, in which she told me that I would most likely receive a phone call with an answer by We Got Lites this week ([redacted] Oct 2015).

Looking through your website today, I realized that WeGotLites still carries and sells the "Astro Collection 15-Light 30" 2075D28C" that supposedly wasn't available anymore, and that the one I received as a replacement it's in fact the very smaller one (Astro Collection 6-Light 22" Chrome 2075D18C). I am as ready as you all are to conclude this nightmare that has being going on for a year already, however, I do want what I paid for or at least what it's fair. I will be waiting for the phone call to see how much of the difference WeGotLites will be offering to pay, however, I expect no less than the difference from the actual prices.

On November **, 2015, Mrs. G[redacted] called to inform me that the manufacturer will not give me any credit, stating that the chandelier (that I currently have) it's of better quality.

**I did not asked for better quality, I just want the chandelier I ordered which is bigger and more expensive.

What bothers me it's the fact that 1st: they tell me that the chandelier I originally ordered was discontinued, 2nd: to later say that they sent me the chandelier as a courtesy. They based this "courtesy" on the fact that since I contracted a licensed electrician for the first installment (1st time the chandelier was damaged from the manufacturer), and I used someone else to install the second one since it gets expensive; the second time the cables got burned. Even though these cables burned, they were "nice" enough to exchange it. When they sent the exchange, they send the wrong chandelier (a smaller one). I sent it back and they again send the same small chandelier saying that it was discontinued when in fact, I went to their website and they STILL sell the chandelier I originally ordered.

My question is: So, how are they going to agree to change my chandelier, and end up sending me a different one? And expect for me to be ok with it?

If they had an issue with the chandelier I sent the second time, they should had told me as soon as they received it and give me the options there. Or could've told me when I sent the pictures to them. But not just sent me a cheaper, smaller chandelier as a replacement.

BTW, I paid $1,536.50, and the chandelier they sent me it's approximately $750.00 (without the additional clear [redacted]).Desired Settlement: To receive the chandelier I originally purchased. Not more, not less.

Business

Response:

Hello [redacted],First and foremost, we would like to apologize to [redacted] for any inconvenience she feels she has been subjected to.Secondly, we would like to attempt to explain the situation with the customer's fixture as there appears to be some misunderstandings. This order was placed in August of 2014. One month later the customer called us to inform us that the fixture was missing a part. We offered to send this part but the customer refused, insisting we send her a whole new fixture. The part that was missing was a tiny little stopper that would have slid over the wires very easily. However, we obliged and sent the customer a brand new fixture and picked up the original at no cost to [redacted]. She was satisfied with the new fixture for several months.However, in February of 2015, [redacted] sent us an email expressing that her fixture had burned out and was no longer functional. She had also attached photos to the email. In the photos, it was evident that the customer had not used a licensed electrician, as recommended, to install this fixture. There had been an excessive amount of wiring left tangled up inside the top of the fixture (the part that goes into the ceiling). This is not something that a licensed electrician would ever do as it is incredibly dangerous and a huge fire hazard. I explained to [redacted] that this was the reason that the fixture had burned out. The customer admitted that a relative of hers had installed the fixture.Still, in an attempt to keep the customer satisfied, we agreed to send her a new fixture and pick up the damaged one, again, at no cost to the customer. Unbeknownst to us, the manufacture had, by this time, made revisions to the fixture. The fixture in the customer's possession currently is the only version of the fixture that exists. The manufacture is no longer making the version that the customer originally ordered. The price of the item has not changed and where the dimensions are slightly different from the original, the quality has, in fact, improved. Understanding that the she may be unsatisfied with this new version, we offered the customer a store credit for her to choose a new fixture. [redacted] refused to accept this, insisting that we send her the original fixture, which no longer exists.The customer continues to make false accusations of our company intending on cheating her out of a fixture. She also believes that we are still offering the original fixture on our website, which we can assure the Revdex.com and [redacted] is simply not true. We would have no reason to withhold product if we had it to give. Why would we not want to put this matter to rest? Our offer for a full merchandise credit still stands. Please understand that we have tried to satisfy this order but the customer's demands are unfair and unreasonable. We are open to negotiating other options.Thank you for your time,Tina L[redacted]Director of

Operations[redacted]

[redacted]Tel.

###-###-#### Ext. ([redacted])Fax.

###-###-####[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and I would accept the full merchandise credit back to my CC (not store credit), and you can consider the matter resolved. Please let me know where to send the merchandise currently in my possession. For the record:1. I want to make clear that the little piece that they refer to the 1st time (attached), it was impossible for the electrician to change it unless it was taken the whole chandelier apart, otherwise, I would've accepted the little part with no issues whatsoever (I explained this to the lady the first time and she "understood"). The reason I called one month later was because I had just purchased a new home and needed some painting and work first, therefore, I didn't opened the box until installment day.2. I also have no reasons for lying on your company still selling the chandelier I originally ordered since WeGotLites still send me "Sales" emails and you can still find it there. See attachment.

Sincerely,

Business

Response:

After doing some research with the manufacturer we have discovered that the fixture in [redacted] possession is still a 15 light but is 2 inches smaller in diameter. Due to the shortcoming of the new version of the fixture, we would like to offer a $100 refund to [redacted]. The refund will be issued in the form of a check because too much time has passed and a refund on her credit card is no longer capable.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I purchased the Large bubble-glass chandelier for my living room and it looks AMAZING! It has just been 6 days that we have hanged it and already received so many compliments. It was very easy to install and the shipping was fast. This company has the most unique chandeliers I have ever seen and I highly recommend this one! It was worth every penny.

Review: In July 2012 I purchased a light fixture from the website of We Got Lites. The product was delivered and I did not think the color was appropriate so I drove the product to one of the store's two locations (at that time), located in Brooklyn, NY. I returned the item to the store and the store issued me a credit of $538.93. The credit form states that it expires on Aug. **, 2013. This week I contacted We Got Lites using the customer service phone number posted on the website, and asked to purchase a light fixture using my store credit. The customer service individual (a female who did not identify herself) told me that We Got Lites would not honor the store credit because I had returned the item to the Brooklyn location, and not the Staten Island location. Apparently We Got Lites had multiple locations and was a family-owned business but in March or April 2013 the business was split, and now the two locations operate independently of each other. The customer service representative told me that I needed to contact the Brooklyn location, that Staten Island would not honor the credit, and then told me that she had no idea how to get in touch with the Brooklyn location (despite the fact that the businesses had been one and the same up until a year ago). I asked to speak to her supervisor, since I found this all ridiculous, and she took my name and number and of course no one ever called me back. I contacted the Brooklyn location, and the Brooklyn store would not honor the credit since the payment had been received by the Staten Island location, and because the store credit was issued on the Staten Island location's letterhead. My receipt with the store credit is on We Got Lites letterhead. The address on the store credit form is the Staten Island address, and uses the Staten Island phone number. My payment details from PayPal reflect that the $538.93 I paid went to the Staten Island location. There is absolutely no basis upon which We Got Lites can base its refusal to honor this store credit.Desired Settlement: I want the credit, and in fact I don't even want a store credit any longer since this company clearly is disreputable and dishonest. They can't be trusted.

Business

Response:

To Whom This May Concern:

Re: Case ID [redacted]

We have reviewed the statement of this problem from our past customer [redacted] and investigated this thoroughly to come to a resolution.

Regarding the customer's statement and problem:

Our system does indicate that our customer was unsatisfied with their order # [redacted] (purchased online on July [redacted], 2012) and initiated a return with our call center on August [redacted], 2013. Our returns department associate assisted [redacted] in reviewing our return policy, and [redacted] opted to receive a store credit towards a future purchase and receive the total purchase price of their order ($538.93) in the form of a WeGotLites Virtual Gift Certificate. To save on return shipping costs, [redacted] and our associate came to the agreement that this item will be returned to one of our showroom locations at the time in Brooklyn, NY. The Return Merchandise Authorization (RMA) form was sent to this store location to be filled out by the client upon receiving the merchandise back in our store in good condition.

Some unfortunate circumstances shortly thereafter had taken place internally with the business, and our call center (Staten Island, NY) location and showroom (Brooklyn, NY) voided all communication and business transactions. The last record in our system only shows the initiation of the return, and unfortunately not the actual return of merchandise; therefore on our database this store credit was not issued to [redacted]'s account.

Of course, it is not the responsibility of [redacted] to suffer any consequences of the businesses split, and the conversation [redacted] had recently with a representative of ours should have been handled on an escalated level. The representative that [redacted] had spoken to may have been new, or not properly trained in this field, however the information in our system only showed that a return was initiated, not actually received.

At this time, we have issued [redacted] this store credit for the amount of $538.93 which has no expiration date. For the trouble, we also have emailed [redacted] a 10% Off Promotional code to use on any regularly-priced merchandise for the trouble.

We hope [redacted] is satisfied with this resolution, and her account has been updated. If for any reason [redacted] has any questions, this matter will be handled with the utmost care.

Thank you for you understanding.

Review: I ordered a floor lamp online on November *, 2013 in the amount of $502.50, Order No. [redacted]. It states on the website to allow 8-12 weeks. After the allotted time, I called a few times and spoke with a lady and she first said that the shipments were stuck somewhere, and the other times she said she would have customer service contact me regarding a refund. I never heard back from them. Then on October *, 2014, I sent an email along with the copy of my receipt asking for a refund. Again, I did not hear back. It has been over a year and I have not received the item I ordered nor a refund. There has been no communication to me from this company. In addition, the item I ordered is still being advertised for sell so I do not know what is going on.Desired Settlement: I am requesting a refund in the form of a check as the credit card I used for this transaction was used fraudulently and was replaced.

Business

Response:

Hello [redacted],I want to start off by apologizing for this oversight. We take full responsibility for our negligence. Secondly, I would like to introduce myself. My name is [redacted] and I am the newest member of WeGotLites, Inc. Part of my role with the company is to put systems in place to prevent such issues. Your frustration is completely understandable. However, I do hope you accept our sincerest apologies and possibly reconsider doing business with us again in the future.Finally, I am happy to inform you that a check in the amount of $502.50 has been mailed out this morning.Again, we apologize and thank you for your understanding and patience.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: An order for $1075 was placed on 10/**/2012. The products never arrived and the company will not ship my order or refund my money. I can't get a hold of a manager when I call. The representatives on the phone have said my order will arrive in 4-6 weeks every time I call for over a year.Desired Settlement: I would like a full refund in the amount of $1075.

Business

Response:

Re: ID# [redacted]

Customer: [redacted]

To whom it may concern,

The customer placed an order for three separate light fixtures. He received two of the three and has been waiting for over a year for the third. The delay is due to the fact that we had to order this custom piece from overseas. The customer was initially informed that there would be a significant wait time for the third item. We did not expect that wait time to be this long, and we do apologize for the incorrect estimation for delivery. According to [redacted], the two light fixtures he has received are useless without the third. However, he has already installed and has been using the other ?two light fixtures.

We will gladly refund the customer for the third fixture which he did not receive or provide him with a full refund, in exchange for the other two light fixtures being returned to us. We will also provide him with the return labels and packing materials to ship the product in his possession back.

Please advise as we feel this is a reasonable solution for both parties involved. Customer service is our priority and we believe this to be an isolated incident and oversight on our part, please accept our sincere apologies.

Sincerely,

Director of Operations

Business

Response:

[redacted]NOTE FROM Revdex.com[redacted]

Business sent copy of a check.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I still have not received a refund for the other lights. I will not ship them to you only to wait over a year again to receive payment. Sending a refund after one year and telling you that I was initiating a suit against you was the only way to receive a partial refund. I refuse to send products before any refund has been provided to an unethical company whom constantly lies about their products and refunds.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Bought 2 diffrent set of lights on 1 purchase, on 4/**/2013 a fews days later said 1 item was on back order, wouldnt ship the other item because that would be 2 shipments. Original date for back order was 5/**/2013. We called on 5/**/2013 to see if our lites were in and they said still on back order. But what we really wanted to know was why $653.40 was taken out of our debit card again on MAY* 2013? they said they would get back to us. May [redacted] 2013 we called again still no answer about the 2nd unauthorized carge but they are looking into it. 6/**/2013 we called again and our lites got pushed back to july we still could get no answer they said thier bank is working on it. 6/**/2013 we called agai, they said maybe in a week we should get our unauthorized charge back? 6/**/2013 called and said cancel original order, I want all my money back. [redacted] said it might be awhile for unauthorize charge but I will cancel orginal order. I said I wanted in my acct by 7/*/2013 end of business day. 7/*/2013 I called [redacted] she said the order was still not cancelled give me a few days. I said no I just did that on 6/**/2013 she said the manufacture has not gotten back to her. I told how very upset I am at your company you have $1306.80 of my money with no product. I told her that my bank says that the unauthorized charge taken out on a Sunday and not returned yet is very suspicious, I said if you would of sent me the 2 lites out of 4 we might be a little more understanding. [redacted] said we dont have any. I have an email saying they have to in stock. When we ordered, they said it was in stock, they did call and tell us its on back order, but its been over 2 months and no product and no time set for the return of my money.Desired Settlement: I want a complete refund and I would like $500.00 extra for all this time and effort. They are rude and just try to lead you on.

Business

Response:

To Whom This May Concern:

We have reviewed the statement of this problem from our customer **. & [redacted] and investigated this matter with our customer service representatives, as well as reviewed all history in our database and order processing to come to the following conclusion.

Addressing each of the customer's statements and complaints in reference to item(s) from their order being out-of-stock:

On 4/**/2013, [redacted] placed an online order (number [redacted]) for three products. One item for a quantity of two, and another for a quantity of one. An email confirmation was sent immediately, which states the following information: “You'll soon receive additional emails regarding your order as it is processed. Shipping times vary, depending on the vendor, and average between 5-10 business days. You will receive a notification with tracking information once your order ships to track your delivery. In the event that any item on your order is back-ordered with a vendor or not immediately in stock in our warehouses, customer service will notify you within the next 48 hours.” All products on our website do not have active inventory displays, due to manufactures having products on back-order, therefore this notification allows time after an order is placed to accurately check with our vendors the real-time inventory. If for any reason a product, o r products from an order are not available, we reach out to our customers by phone and/or email to advise them of any delays, or back-orders, and confirm if they would like to wait, select from something else, or cancel.

On 4/**/2013, [redacted], our customer service representative contacted [redacted] to alert them of a back-order. [redacted] did not answer, and a voicemail was left to return our call regarding their order.

On 4/**/2013, [redacted] contacted our office and we had notified them that our manufacturer where these products would ship from had a portion of their order on back-order with an estimated time to arrive in about 4-5 weeks. We had advised the vendor did have the remaining items on the order available, therefore they would receive the order in two shipments. Once confirming the order and back-order, we had processed the order and submitted this to our vendor to ship what is available first, and place the out-of-stock item on pre-order. Back-orders are in first come, first serve basis, and dates may change depending on the manufacturing, transit time, etc. In the event there would be any push-backs, we do our best to provide our customers immediate notifications regarding their orders with us.

On 5/**/2013, we received word from our vendor that unfortunately their inventory for the “in stock” merchandise was not valid, and now all products on the order (they are in the same family, which are new introductions) are out-of-stock, and due to arrive to their facility 6/**/2013. That very same day, after confirming with our vendor that they could not locate any of the products sooner, [redacted] from customer service called [redacted] to advise of the delay, and also sent an email to contact our office (email is included to this file) regarding their order. Shortly thereafter that evening, [redacted] contacted our office and became aware of the new lead time for the merchandise. [redacted] confirmed that they would like to continue to wait for the lighting fixtures they purchased.

On 6/**/2013, our orders department contacted our vendor for delivery on the merchandise that was due in this time. Our vendor has advised the items did not finish production, and not on the water yet from overseas, and will be another 4 weeks out. [redacted] from customer service contacted [redacted] by phone, and left a voicemail to return our call regarding their purchahse.

On 6/**/2013, [redacted] contacted our office returning our call and asked why their order is taking so long to fulfill. Our representative, [redacted], did explain to the gentleman that occasionally back-order dates do change, and we have informed [redacted] throughout this time-frame of ordering any changes or happenings to their order status. [redacted] was quite upset that this order is taking so long to fulfill, and mentioned he may be interested in canceling the order. A cancellation was not confirmed at that time, however later in the afternoon [redacted] contacted us back and asked that his order be canceled and he is taken off the pre-order for this merchandise. We advised that once this has been submitted to our vendor and the cancellation is confirmed, he will receive a confirmation email and the refund will be issued back to his original form of payment within 21 business days. [redacted] mentioned to [redacted] that he will be submitting a complaint to the Revdex.com if this matter wasn't resolved. [redacted] informed [redacted] that we have had full communication with his wife, who placed this order, and have done everything we can to inform them about their status of the order. [redacted] did mention to [redacted] that she will be submitted a cancellation request with our vendor to no longer wait for this merchandise, and once that was confirmed the refund would be shown on his credit card within 21 business days, at the latest. [redacted] agreed and stated he will “hold off on submitting a complaint with the Revdex.com”.

On 7/*/2013, we received confirmation from our vendor that the merchandise was canceled from pre-order, and the request for refund was submitted to our billing department.

On 7/**/2013, [redacted] contacted our representative, [redacted], and asked why the order was not yet canceled. [redacted] advised [redacted] it was canceled just days ago, however the refund process may take up to 3 weeks at the very latest. [redacted] understood.

Addressing each of the customer's statements and complaints in reference to a duplicate charge/authorization on their credit card:

Unfortunate circumstances with our credit card merchant terminal and a glitch with authorizing/capturing charges had resulted in several of our customer's to show duplicate charges on their credit card statement for one billing cycle. This matter had been addressed with our credit card merchant, and due to this issue, our company has since changed credit card processing agencies. At the time our billing department was aware of this situation, we recognized the issue, and had issued a refund towards the original payment immediately. Attached are our records indicating that on 5/*/2013, a full refund from the purchase was refunded, which voided out any duplicate payment. It seems that the cardholder did not see these funds be reimbursed to his credit card account, therefore this is when legal action had been taken against the credit card merchant on our companies behalf, to release the funds from our merchant back to the cardholder. This is a matter which is under legal in vention, and we advised our client that the payment was refunded on our end, and this investigation should be closed within reasonable time.

The refund for the full amount of their order was submitted once the order had been canceled, therefore at this time the “original” credit card transaction has been completed in the form of a refund, and also the second duplicate charge. If unfortunately, the first payment that our billing department has confirmed to be refunded did not appear back on the customers billing statement, our legal team has advised that the client may dispute the initial charge to receive these funds back into his account faster than the investigation may take to complete. Our representatives has also advised [redacted] of this information.

At the present time, the desired settlement of [redacted] in regards to issuing a complete refund has been processed. We disagree that our customer support team throughout processing have treated [redacted] or [redacted] poorly in any fashion, and our team has went above and beyond in treating our customers with the utmost respect and care. We unfortunately cannot reimburse [redacted] a $500.00 compensation, however will gladly issue a discount card to use on any future purchases with our company if they decide to shop with us again at a later time.

Thank you.

We Got Lites

I bought 2 Polished Nickel Vanity lights, from this company, when we were remodeling our bathroom and couldn’t be happier with the purchase. Top quality and a stylish design at a very affordable price. They emit a great amount of light too!

Review: I ordered several chandeliers from this company in October of 2012, since I won't be needing it right there and then so I decided to put in a 9 month layaway plan. Every month they will take 281.66 from my checking account, it went well until April **. I was charged 281.66 on April **, 2013 and another 281.66 in May *, 2013. I didn't mind this because I was thinking that I could pay the layaway faster. In June **, 2013 I was charged again with 281.66. By the first week of July 2013, I called their office and inquired why they didn't ship my orders yet and that's when I found out that I still lack 1 more payment, so I gave them all the dates that they took 281.66 from my checking account as per my bank statements but they told me that I still lack 1 more payment since the April **, 2013 payment was voided, if I won't pay 1 more payment then my order will not be shipped. So I made a payment on July *, 2013 so that they can shipped my order. I was also told that they will investigate about this problem but it will take 3 weeks for them to do it. I waited patiently and called them back after 3 weeks but then they told me that the investigation will take more time. It was towards the last week of July when I called them that they told me just to file a dispute in my bank. I went to the bank but the bank told me that I couldn't file dispute anymore since it was more than 90 days. I called back this company and they told me that they are still waiting for their bank to give them more information. Today when I called them I was told that the charge on April **, 2013 was voided and I was refunded no date or whatsoever stated when did that refund made, I am so frustrated because I don't know what to do now.Desired Settlement: I just want to be refunded of the 281.66 from the voided check on April **, 2013. I have proofs from my bank statements that I never received any refund from this company. I want a refund check mailed to me if possible.

Business

Response:

We have determined that the customer is in fact correct, and we apologize for the delay in getting this processed. We have issued a refund to the customer in the amount of $281.66, check #[redacted] mailed USP on 8/**/2013. The disputed amount listed on her complaint was $261.88 which I believe may have been a typo due to the information provided in the complaint, so we have issued a refund for the correct amount. Customer service is our priority and we believe this to be an isolated incident and oversight on our part, please accept our sincere apologies and hope that this has been settled to your satisfaction. If you need any further assistance please feel free to contact me directly, [redacted], Operations [redacted] or ###-###-####