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Reviews 1STOPlighting

1STOPlighting Reviews (105)

Hi [redacted],I apologize that you felt that it was not clearly posted that we're a US based company.  It does state on the website the following:[redacted]Are your prices in Canadian or US dollars? All listed prices...

are in USD. 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 detailsI looked over your order and have credited you back some money today to accommodate you, I credited you back on your visa $312.01 in USD so you will get more back then that as it will come back to you in CAD.  This is to help in covering some of those costs.Regards,[redacted]

We will not explain how our fraud detection process works or how orders are flagged as fraud.  We apologize that we could not process your order.  You're welcome to try ordering again, however if the system identifies something on an order that is believed to be fraudulent, the order will be rejected again.  We understand your frustration and we're sorry to have caused that with this order.

Refund has been issued to the customer on transaction id's [redacted] and [redacted]

We regret the error on the website and the frustration this has caused the customer.  When the error was discovered, the vendor notified us and we took immediate action.  Our website takes 2 days to reflect updates.  We offered to sell the item to this customer at our cost for the...

error, but the price listed is less than half of the cost.  When reviewing this item on other websites online, it's clear there is a pricing issue, as other retailers are selling it at over $400 and we have it at $97.We are more than willing to make this right by selling the item at our cost, but we cannot honor the price that was listed in error on the website.  Per our policy, we acknowledge that pricing and data errors can occur and we reserve the right to cancel orders because of this (see disclaimers in our terms of use policy - ***.We sincerely apologize for the error and again, we are more than willing to work with this customer and sell the item at cost due to the error, but we cannot honor the incorrect price.

Good Afternoon,  I do apologize for the delays in your refund. The average time for refunds once returned is 7-10 business days as the product does need to be inspected to make sure that it has not been installed or altered. Due to holiday closure the warehouses are behind. I have reached out...

to the Manufacturer and they have provided a completion date of inspection for today.You should expect your refund within 24-48 hours. Again I truly apologize for any inconvenience this may have caused.Thank you in advance for your time and patience, [redacted]
[redacted] [redacted]

I am rejecting this response because: I do not think that this is acceptable.  I bought a fixture at the price that was online.  It is not my fault that the website price was incorrect.  I think that the company should honor the price that was online.

Review: I recently placed two orders with 1Stop Lighting. In both cases, the website advertised a delivery date that they knew they couldn't meet. In the first case, they promised three day delivery and in the second case two day delivery. The first order took approximately 7 days and the second hasn't arrived, but is scheduled for what would be 8 working days from the day the order was placed. The impact of the false advertising is significant in that I had a contractor here and the last thing he needed to do was install the lights. I ordered them from this company due to the quick delivery commitment and now the contractor needs to come back again. I checked Yelp reviews and this is apparently a common experience. There no possible way they could have believed that a product coming from South Carolina to California was going to be delivered to my house in two days and been off by six days.Desired Settlement: Their website should accurately communicate the expected delivery date. They instead advertise dates they know they can't meet and provide a $25 credit back if the customer calls back with proof it didn't arrive on time. They honored the credit, but I care a lot more about an accurate date since the downstream affect is significant, especially with contractors involved.

Business

Response:

We sincerely apologize for the situation. Our delivery promotions are based on average lead times, and we do meet them on a majority of orders. If we do not meet the time frame, our commitment to our customer's is that we will give them money back. If I can confirm the order numbers for the orders referenced above, I can make sure those credits were processed. Again, we apologize for any confusion and that we did not meet expectations here.

Consumer

Response:

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

Review: I purchased a ceiling light and fan fixture during a memorial day incentive from 1stoplighting's website. Before I make a bulky purchase that would be difficult to return I always check the websites policy. One stops website listed that the particular manufacturer of this fixture did not offer free return shipping. So I assumed that I would need to cover the cost of return shipping in the event I did not like the fixture. However there was NO mention that the manufacturer would not accept a return of any kind once the ceiling fan has been installed. Now I ask you how in the world is anyone supposed to determine if there's an issue with a ceiling fixture if it has not been installed?! That is especially the case with this particular fixture which creates an extremely odd and honestly painful fractal pattern on the walls. When on, it is like a discoball has descended from the ceiling! And it is 100 times worse if you also turn the fan on! Then you have a strobe effect. Let's just say I'm very happy that I'm not prone to seizures! The pattern is totally bizarre and hurts everyone's eyes! Therefore the light is useless on this fixture. Well as soon as I discovered that this was not going to work for us, I called 1stoplighting. The customer service was friendly at first. We were able to agree that if the manufacturer could replace the patterned glass globe with a standard flat one, Issue resolved. If not then "partial refund". The rep said she would be sending me a follow-up email that afternoon. Well 7 days and 3 follow up calls later I found myself talking to the supervisor. Honestly he was going to place another follow-up phone call because he said my initial rep was on lunch break. However after I demanded to speak to a supervisor I was informed that I was talking to one and he suddenly found the manufacturer response email I was waiting for. After that point customer service was pretty much nonexistent! No returns back to Litex since it was installed and no refund whatsoever. I am out $180!Desired Settlement: Refund

Business

Response:

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

Consumer

Response:

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

Review: Bait and Switch. They advertise 20% off sale with a coupon code but when entered they only give a 17% discount. Talked to customer service and they said there is nothing they can do.Desired Settlement: Would like the additional 3% off. And I want them to advertise truthfully. If they are only giving a 17% discount then that is what they need to advertise. I have screen shots of the transaction showing the discrepancy.

Business

Response:

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.

Consumer

Response:

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

Review: This company is representing itself as Canadian. With a name like Canada Lighting Experts and a tagline of "Canada's #1 Shop for Residential Lighting" it seemed safe to assume that prices are quoted in Canadian dollars. On checking my credit card statement I found that the price had been converted from 451.78 US dollars to 496.74 CDN dollars.On enquiry with the company, the explanation I was give was that "Our website notes that All Prices are shown in USD. Your bank will convert the charge into the CAD value on the homepage shop and during checkout."I don't find it sufficient or reasonable for this statement to be hidden at the bottom of a homepage and nowhere else on the website. The company is representing itself as Canadian and as such should be very clear if the currency is other than CDN dollars.Desired Settlement: I strongly suggest that every price quoted on this website should be suffixed by "US dollars" and request a refund of 44.96 CDN dollars.

Business

Response:

Good Afternoon [redacted],

Review: I still do not have an order #from this company..I placed an order on 2/11/15 on the web and received a Pre Authorization thru [redacted] for the transaction of $232.75...was not sent an order# or verification so 2/19/15 I went on the web asked about my order. I received an email to contact CS. I called CS 2/20/15 and was told that my card had a problem but when I said I received a preauthorization I was then told that my address was a problem because it had USA as the country?? I was also told that CS tried to contact me by phone but there was something wrong with my phone..so I had no order number; my credit card was wrong even though I received a pre authorization and my phone was not working even though I work from home and use it all of the time.In an effort to receive my order I had CS place the order over the phone, gave them my CC info which was authorized, checked my address with them which was correct and checked my phone number with them which was also correct. again on on 2/20/15received pre authorization from my credit card company but heard nothing from you regarding my order..called CS again on the 24th and spoke to [redacted] who said he only knew what the screen notes told him ..and that he saw nothing from the 2/11/15 order so the $60.00 quartet did not apply but did have the 2/20/15 order but there must be something wrong with my e mail since I never received an oder #. I asked where the order was and was told it was to ship on the 25th and that I should receive the tracking in 48 hoursI am so over this order! I still have no order number!! I hope my lights arrive and I will never order from this site again. [redacted] acted like I did not have a right to question where my order was or if I would ever receive it. Hope this helps improve their poor and customer service which needs a total overhaul.Desired Settlement: $60.00 advertised refund for not delivering product within 7 days...ordered on 2/11/2015. I have a PreAuthorization e-mail from [redacted] and all back up documentation on this complaint.

Business

Response:

Hi [redacted],I apologize about the issue with your order but it did ship out today with FedEx [redacted]. I have also issued you a 60 dollar credit since we missed the 1 week delivery.

Consumer

Response:

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

I want to thank you for having someone finally review the circumstances of my order; I also appreciate that you have stood behind your order guarantee. I realize that businesses have employee training issues and I am sure that you will correct some of the issues that subject your business to valid customer complaints.

Consumer

Response:

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

Review: I feel mislead, as there was no indication from the website, my "Cart", costs or billing that the cost would be in USD. Due to the terrible dollar I was charged far more than I anticipated. Especially misleading as the company is called "CANADA Lighting Experts". This is deliberately misleading to customers.Desired Settlement: I would like to be re-numerated the difference between the USD and Canadian dollar for my order. The difference is $75.88.

Business

Response:

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.

Review: Hello, I purchased the lighting fixture found on the following link via one of the web based companies owned by 1stoplighting: http://www.canadalightingexperts.com/lighting/18-463-638-0-350834/Dolan-Designs_... you can see, it describes the bulb type as 'medium base'. Upon arrival, the fixture was installed by my contractor during renovations, and only after installation did I find that it was in fact a candelabra bulb fixture. The lighting is completely different then what a medium base (standard household - aka A17 bulb type) provides, making the fixture not suitable for the room.After notifying 1stoplighting of this issue, I was offered a 15% credit, as the fixture itself would not be refunded by the manufacturer as it had been installed. I acknowledged that it would have been prudent for me to check the bulb type before installation, but it's not something I would have ever thought to be wrong. That said, I felt that holding me 85% responsible for what was essentially their inaccurate advertising was unfair, as had it been properly described I would not have purchased that fixture. In an email, an employee of 1stoplighting explained that their offer of 15% was the best they could do as the fixture description of 'medium base' includes all bulb types with a screw base - so their product description was accurate and the error was completely mine. That is just crazy! NO WAY does medium base include a candelabra bulb - I could refer them to the internet to see for themselves but they should already know this! In addition, the product manufacturer clearly shows this fixture as being a candelabra bulb type on their website, so why 1stoplighting would use a different description on their website makes no sense, particularly when they do use 'candelabra bulb' to describe many other fixtures on their website. Bottom line - they should take much more responsibility for their error, and accept my very fair offer of 50% credit request.Desired Settlement: 50% of the original purchase price as a credit towards a replacement fixture.

Business

Response:

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,

Sales & Operations Manager

Consumer

Response:

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,

Review: I ordered 4 expensive light fixtures (total price for all 4 @$5,700) on 11/22/15. I received the fixtures on 11/28 and requested an return authorization on 11/29. After sending multiple emails following up on my return request (all went unanswered) the company finally issued an RMA to return the fixtures on 12/8 (7 full business days after I made my request). I should also add that the confirmation email I received when I placed the return request online stated if approved the RMA would be issued within 24 to 48 hours. Upon receiving the RMA on 12/8 I immediately shipped the fixtures back. FedEx tracking shows the company received the fixtures on 12/12. It has now been 10 full business days since the company received the fixtures and they continue to stall me every time I call to inquire about my refund. This company has now had their fixtures back for 2 full weeks and the use of my $5,700 for over a month. Enough is enough. I demand they process my refund immediately.Desired Settlement: This company has now had their fixtures back for 2 full weeks and the use of my $5,700 for over a month. Enough is enough. I demand they stop stalling me and process my refund immediately.

Business

Response:

Good Afternoon, I do apologize for the delays in your refund. The average time for refunds once returned is 7-10 business days as the product does need to be inspected to make sure that it has not been installed or altered. Due to holiday closure the warehouses are behind. I have reached out to the Manufacturer and they have provided a completion date of inspection for today.You should expect your refund within 24-48 hours. Again I truly apologize for any inconvenience this may have caused.Thank you in advance for your time and patience, [redacted]

Review: Website states "free returns, no restocking, free shipping back... "No footnote/clause/clear link to fine print that only certain brands apply to offer

I ordered from this website exclusively because of their website which states across the top in plain sight "free returns--no hassle, no restocking fee, free shipping back to us." I ordered 2 fixtures from this website (Livex Astoria bath vanity fixtures). From the image on the website I thought the light shades were rectangular (no side/3D image), but when I received them they were actually cylindrical. When I went to return them I was notified that I would have to pay return shipping. I sent an e-mail and called a customer service agent/supervisor who told me that I did not click on the link or fully read the policy that this clause applied only to certain brands sold on the website. I stated that there is no asterisk or clause underneath the heading that states that free return shipping applies only to certain brands. I truly thought this was a courtesy of the company as there is a banner clearly stating the free return-no hassle clause front and center on the website. Apparently I did not click a link--however it was not underlined or highlighted, so I didn't even know there was a link to click. I think this is false advertising on the website's behalf. Desired Settlement: Refund my return shipping.

Supervisor to apologize for rude service.

Business

Response:

Initial Business Response

At 1STOPLighting we pride ourselves in customer service and we take your concern very seriously.

We also due our best to accommodate customers on a case by case basis. I have been in communication with the customer and we have come to a fair and amicable resolution.

Thank you in advance for your time and patience,

Be careful when buying something in this business, in my case I had ordered a lamp after 2 days it was in a lower price and when I call to match the price, they can didn't by phone they request on e-mail with the link that the lamp is the lower price; oh course I sending the email to customer service, by not having any answer oh call back To response about that. I have to called again, but my surprise they received the e-mail but they said the link will not be able to open. and that link is in his own website; they were refusing to do the price match. I decided to returned the lamp, is more than two weeks they received the lamp and I'm still waiting to they give me a credit back.

Review: This company is representing itself online as Canadian: www.CanadaLightingExperts.com; "Canada's #1 Shop for Residential Lighting".I thus made a purchase with the understanding that I was paying in Canadian dollars from what was touted as a Canadian retailer. There was no indication whatsoever, on the advertised prices on the website, on the phone, or on the invoice, that the billing was to be in USD.I have tried already to resolve this with the company, and they have informed me that they knew about this problem already because they have had previous complaints from Canadian customers. BUT they refused to refund the difference in my billing and they still have not changed the website to display the currency honestly.The company is representing itself as Canadian. If the currency is not Canadian, this should be clearly stated in all advertising and billing. My card was charged in USD. I paid 278.74, but the advertised and invoiced price was $247.57.Desired Settlement: I am requesting a reversal of charges in the amount of $31.17. I am requesting that the company display the currency type (USD) on all advertising and billing.

Business

Response:

Good Afternoon,

Thank you for your inquiry,

In regards to your order # [redacted] we have already issued a $60 credit to your credit card for the delivery guarantee which brought your total for the two items to #187.57. In regards to our advertisements, we do advertise No Duties, Taxes or shipping on all of our products shipped into Canada. However we also have a page for Canadian customers that states we do charge in US dollars. Please see link : www.canadalightingexperts.com/content/canada-ad/info.aspx

We are up front with all of out customers that we are a California Based company that offers the best service and prices for Canadian customers. I apologize if there was some confusion with the name of our website however I also see that you have placed a previous order with us in October 2013 (1206000) in which you were also charged in US dollars for that order.

I would love to earn your continued business as we do offer the best prices for lighting products into Canada however we do charge in US dollars and any conversion rates applied by your bank we are not able to adjust.

Sorry for the inconvenience and I hope that you still feel you received the best price for the products that you purchased.

Sales & Operations Manager

Consumer

Response:

I am rejecting this response because:

It fails to address the complaint.

It is clear that this company is benefiting from advertising prices that are ostensibly Canadian. The company has received previous complaints on this matter from Canadian customers, including here through the Revdex.com, and has failed to address the matter.

Furthermore, hiding the information deep in a page of the website instead of on the advertising pages that customers shop from, and on the BILLING information is evasive and dishonest, especially since the problem is already known to the company.

I would also like to add that the credit mentioned in the company's response was in no way related to the currency of the transaction and is no way relevant to the topic of this complaint. That credit was related to their own shipping guarantee because they failed to deliver the package in the promised time-frame. I find the attempt to blur the lines by raising this issue additionally dishonest.

It's clear there is a problem here. It should be corrected. Billing practices should be clear, honest, and transparent.

Review: I placed an order with 1StopLighting online on June 26, 2014 and my credit card was billed in full for that order on the same date. To this point (July 30, 2014), I've received no merchandise associated with my order. The "estimated ship date" provided on 1StopLighting's website continues to shift out into the future. While I understand that 1StopLighting does not have the ability to exercise complete control over their suppliers, I do find 1StopLighting's ethics, as they relate to charging the customer and providing no material goods/services in return for that payment, to be highly questionable.Desired Settlement: Credit my account for the full amount billed on June 26, 2014, provide a reasonable/achievable estimated shipment date for the merchandise order, and subsequently bill my account on the actual date of shipment.

Business

Response:

Good Afternoon [redacted],

Review: Company advertises on one of their sites (they have several) http://www.montecarlofanlights.com/ that they have a 150% price guarantee along with the formula on how they calculate that discount. I sent them a note over the weekend with the note that I found a lower price (from Amazon.com) of the item and was looking for their price guarantee. I received no response so I then sent another email with a screen capture of the lower price. Still no response. So finally I called. Went through the full story, the rep on the phone found the item on Amazon and validated the price. He then proceeded asked for my credit card number. I asked how much the final tally was with the 150% guarantee (plus CA sales tax) and he was just matching the Amazon price. I indicated that their website states a 150% match and tells you exactly how they calculate it. He said they can't afford that, they won't make any money on the sale! I said, well then, you shouldn't advertise that you'll do a 150% price match on your site if you're not willing to honor it when someone calls you on it. He reiterated that they won't make money on the sale, take or leave it. I said, let me tell the Revdex.com about this, perhaps they can stop you from advertising policies you're not willing to honor.Desired Settlement: I need the product asap so I will buy on Amazon at the lower price. I would like them to stop advertising this policy if they are unwilling to honor it. It is completely false and misleading. I'd like to know the outcome and resolution of this complaint.

Business

Response:

Good Afternoon Joanne,

I apologize if there was some confusion on the Price Match with the person that you spoke with however we absolutely honor our 150% Price Match Policy. In reviewing your screen shot I am showing that the MDC Deals is advertising the 5DI52BSD-L for $142 + 16.50 shipping. The 150% price match is calculated on the Total Price including shipping and any applicable taxes. When I check out on the Amazon Website this company does charge sales tax in the state of California.

Very bad experience with this company. Very restrictive return policy with zero flexibility. A purchase of a light fixture turned out to be a bad experience. The product was left in the box for about 60 days until our contractor was ready to hang it. When we opened the box, it in no way looked like the picture we thought we purchased. We would have been happy with a simple return for store credit. Nope. Lesson learned. Don't do business with this company. Deceptive advertising in that the pictures of the product did not match the actual product, and then a ridiculous return policy. Heck, even if they needed to charge some kind of restocking fee, I would get that. But flat refusal to do anything is very poor. I am surprised Amazon works with a company like this.

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Description: Lighting Fixtures - Retail, Landscape Lighting, Lighting Systems & Equipment, Fans - Household, Lamps & Lamp Shades - Retail

Address: 3321 Power Inn Rd Ste 310, Sacramento, California, United States, 95826-3890

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