1STOPlighting

We sincerely apologize for the delay on this order.  We were just informed by the warehouse that it is on a short back order until next week (4/13/18).  We've updated the order to reflect this and we've replied to the customer's email that was sent this morning.  We apologize for the...

delay and that we did not get this information when the order was originally placed.  We have offered to keep the order open and ship as soon as the item is available next week, or if preferred, we can cancel the order and issue a full refund.

Good Morning [redacted], Thank you for reaching out to us in regards to your order. I am sorry to hear that you were not pleased with the quality of the product and that it arrived damaged to you. We do offer hundreds of products and would hope that you would allow us to offer you a 20% discount on your...

next purchase with us so that we may make it up to you. In regards to your order, I have researched the issue and submitted a full refund back onto your [redacted] account. Please discard the product as you wish as we will not be requesting its return. I again apologize for any inconvenience this may have caused. Thank you in advance for your time and patience in this matter. [redacted]Sales & Operations Manager

Hi [redacted] -I am sorry to hear you had issues on our website.  We do state on the website that prices are in USD, please see below:[redacted]Are your prices in Canadian or US dollars? All listed prices are in USD.
...


We are a US based eretailer who has mastered how to get US
lighting brands to Canadian consumers. We charge in USD because that
allows us to pass on the best overall price to you. Rather than increase
our costs by setting up complex banking systems to convert currency we
focus our time and money on how to get the best US lighting brands to
you faster and cheaper than anyone else. That is why we focus on one low
USD price that is the same price the US consumers pay and we provide
that price with no shipping charges and no additional fees for broker,
duties or other taxes.

Our payment processor will apply the appropriate currency
conversion at time of purchase. You may incur a small foreign
transaction fee. We are not responsible for any of these charges or
timing differences that your bank may charge you for any transaction,
refund or credit. If you have any questions about your exchange rate or
credit card fees please contact your credit card company or bank for
more detailsIn regards to pricing we have already provide 20% off the retail price.  If you can provide a screen shot to [redacted] with a lower price in CAD then you paid with us we will match that price. Thanks [redacted]Customer Service Manager

Business states that the $60 credit was processed on 02/25/2015 to the original credit card used at the time of purchase. It usually takes between 24-48 hours for the funds to show up on customer's account. Please be advised that the credit card used at  the time of purchase was a [redacted] with the last 4 numbers being [redacted].

Good Afternoon [redacted],
I do apologize for the inconvience. I have issued a full refund of $315.78 back onto your Mastercard. I looked for any emails in regards to your order and unfortunately I was unable to locate any. It must have been a technical issue on our end. Again I truly apologize and...

you should see your refund post back to your credit card in the next48 hours.
Please contact me directly if you have any further issue or concerns.
[redacted]
Sales & Operations Manager

Good Morning [redacted],
Thank you for the email to the Revdex.com. I first want to apologize that not only was the site incorrect but you were also provided incorrect information from one of my team members. Though not an excuse that person is fairly new and not as experienced in the lighting and...

electrical components. In regards to your order # 2496948 I have placed notes on the order for you to receive $150.00 off your next lighting fixture to replace this one. This was a clear mistake on our website and due to the fixture being installed we are not able to have it returned however you may have a friend or another location in your home that would be a great fit for the Dolan Fixture.
Again I am very sorry for any confusion and hope that this offer is acceptable for your. Also if you choose to not order another fixture from our website, please let me know and I will simply refund you the $150 USD.
Thank you in advance for your time and assistance,
[redacted]
Sales & Operations Manager

Good Afternoon,  I apologize for an issues this may have caused. There was a routing issue with the 6 remaining ceiling lights and we were able to locate it in the Georgia warehouse. My Customer service manager has left you a voicemail in regards to completing the order as we did already...

complete the refund on the cancellation. Please speak with [redacted] at [redacted] to resolve the shipping of the cancelled product. He also have made an accommodation on the price of the product for the inconvenience. Sorry again for the inconvenience and thank you in advance for your patience. [redacted]Operations Manager

I do apologize about the shipping charges you occurred but our return policy is clearly laid out on this page on the [redacted]...

website: [redacted]
In which it states the following "The customer is responsible for return shipping fees."  Regards,[redacted]

Good Afternoon [redacted] Thank you for reaching out to us and I apologize for any inconvenience that this situation may have caused. I definitely understand that buying online can be difficult and we try to due our best to service our customers when situations like your occur. At this time I would like...

to offer you a store credit for a different fan of your choice. The retail value of the fan that you originally purchased was $235.35 and I am more than happy to offer you that against the retail value of a different fan that you are interested in. I can have a sales associate assist you with you selection if needed. Hopefully we can reach a mutually beneficial resolution to this situation. If you have a few alternative fans that you are interested in please call into the sales department [redacted] and ask for [redacted]. I have filled her in on your situation. Thank you in advance for your time and assistance, [redacted]Sales and Operations Manager

I am rejecting this response because:  I don't understand why it would only cost the company $9.99 to ship it to us but $45 for us to ship it back.

I have issued the additional $10.37 credit for the 3% difference.  Certain fans in the [redacted] are lower margin and the discount does cap out.  We do offer up to 20% with the coupon advertised, and we will work to improve the wording to make that more clear.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I am rejecting this response because the business was properly advised on the issues and did not respond to any requests of the buyer or [redacted]. This demonstrated an utter disregard of the sellers own policy.

I am rejecting this response because: After the electrician installed the second ceiling fan (the replacement for the original defective fan), the fan worked properly until it was turned off for the night. The next morning, and thereafter, the fan would not keep a constant speed. All the details are contained in the attached email that I sent to the merchant on July 12, which was apparently ignored by the merchant. The electrician verified that there was no problem with the electrical connection or the wiring. (I can provide documentation from GSW Electric if desired.) This is also obvious since the second fan worked for about 10 hours from the time it was started (when it properly went through the calibration cycle) until it was turned off. However, it never worked properly after that. The merchant has sent me two defective ceiling fans, and the technical advice I received from [redacted] was obviously incorrect. The technical advisors at [redacted] never suggested that there was a problem with the electricity in my house, and there has never been such a problem. In addition to the cost of the equipment, this has cost me a total of $539 for three visits from the electrician. There is no way I should be responsible for these charges. In the case of a ceiling fan, there is no way to determine if it is defective until it is installed. So there was no way I could have checked if I had been sold a working product until I incurred the original installation cost ($249) of the electrician. After the original installation, I received an incorrect diagnosis from [redacted] technical help (namely that the receiver was bad and needed to be replaced), and this error caused me to incur a cost of $145 to have the electrician come out and swap the replacement receiver for the original receiver. Finally, the merchant sent me a second defective fan motor which again I could not determine to be defective until I had the electrician install it, costing me an additional $145. For a product that cannot be determined if defective prior to installation, and which requires professional installation, the merchant should be responsible for reimbursing the installation costs if they cannot supply a working product.

First I want to thank Revdex.com for being here because without you consumers would not have any recourse to resolve valid complaints.This message is in regard to my complaint submitted on 2/24/2015 11:18:37 AM against 1STOPlighting. My complaint was assigned ID [redacted]. I thought that it was resolved when the business said they had issued a $60.00 refund to cover their 7 day delivery guarantee. The refund has not been issued to my Credit Card or has the company sent any info saying it was issued.After reading other reviews I find that credits that have been promised have never been issued so I am asking to leave my complaint ID [redacted] open until a refund is issued because in accepting the refund I thought the company would follow through.Thank you again

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Thank You, 
[redacted]

Dear [redacted] and Revdex.com,Thank you for your inquiry.  I've issued a credit adjust for the conversion rate difference.  This should post to the [redacted] ending in 9013 within the next 2-3 business days.  We sincerely apologize for any confusion.Please let me know if I can assist with...

anything further.

We sincerely apologize for the issues experienced on this order.  There was a data error on the size of this pendant that was also present in the manufacturers data.  The size the customer wants is not available - it's not something that is actually made.  We have issued a return and...

provided prepaid return labels (attachment was emailed to customer on 9/6/2017) to have the units sent back and we will be issuing a full refund for the order.We apologize for the issue and the error.  We will be taking care of this customer and will issue a full refund for the order when the items are returned.

We apologize that the item was out of stock.  We ship directly from the manufacturer for this brand.  We receive a daily inventory feed and update our site's availability every day.  This manufacturer does fulfill for hundreds of other retailers, though.  From time to time,...

inventory may get sold through and items go on back order before our next inventory feed.  We've cancelled the order and issued full credit back to the original payment method.  We're sorry we let you down and were not able to fulfill the order in the standard lead time.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
However, it is not marked on web address as their response showed OR is it anywhere on natural navigation pages. One would need to know to go to-contact us-About us-Canadian shoppers-frequently asked questioners and that is NOT obvious at all when Canada is all over the site.-I do like the company, but don't appreciate getting tricked on technicalities of wording hidden in site. To be open and transparent, the main page should state i't US dollars.  I have checked my [redacted] and to this date nothing has been posted. I am currently looking at sites to complete my inventory of new lights for house and would still consider "canadian lighting experts" is this happens. Going forward I now know I am dealing with a US company and will make my choices according to US dollar pricing.[redacted]