1STOPlighting

Review: I placed an order for a chandelier through this company on 2/29/16. The chandelier was $1900. I received a shipping confirmation on 3/2/16 with an anticipated delivery date of 3/11. On 3/11 I received a delivered to home status update but the product was not delivered. After checking the [redacted] status online the chandelier was delivered to Massachusetts even though my address was on the order. I've called the company several times requesting they ship a new product to me via express mail. I've been given the run-around. They are telling me they are trying to recover the product. I said I want a new chandelier because who knows if it's damaged after it was delivered to the wrong address. 1stoplighting keeps telling me they'll follow up and call or email with an update. It's now been over a week since this has happened and no progress has been made, or responses received from the company. This product was ordered 3 weeks ago!!Desired Settlement: I want confirmation of EXPRESS delivery of my order within 1 business day. If this does not happen I want a FULL refund.

Business

Response:

Good Afternoon [redacted],Thank you for reaching out to us. I have researched your complaint and it appears that you have been working with our customer service department to resolve the issue. At this time your delivery is scheduled for tomorrow 4/5/2016. Due to the inconvenience and delay of shipment I have issued a $100 concession for mis-shipment of the product. We appologize for the delay and thank you for your patience, [redacted] Manager

Review: ordered item back ordered. Waited WEEKS for it; it arrived damaged. They are still charging us 25% restocking fee for the return of the light.

Placed order for lighting fixture #XXXXXXX on 3-27-13; it was backordered til 5-15. We waited all the weeks for the fixture (product #XXXXX BLACK) and it was received damaged. When I contacted them about a return and needing the RMA # I left multiple voicemails that went unanswered. When I finally DID reach a live person, I got instructions for the return and did so. I explained to him that I did not want to wait more weeks for a replacement and I just wanted to return the lamp for a refund. I sent the item back and waited for my refund. I called them to make sure they had rec'd the return and their answer was that yes, it had been received a week ago and "it was still sitting there" and they promised to process the return. Days later my credit card statement showed the amount being short over $100. I called them AGAIN and they informed me that had I read the small print on the ad, I'd see that there was a restocking fee - This practice based on the fact of the WAITING/backorder time and receiving the item damaged seemed very unfair to me. I asked for a manager, who said it was the manufacturer's policy. I contacted the manufacturer who told me it was the reseller's policy. Going back to 1ast Stop Lighting, they're still telling me its in the small print. Their practices are highly objectionable. Their customer service is unacceptable and they've lied to me, blaming their practice on their manufacturer, rather than taking responsibility themselves. Desired Settlement: I want the amount they withheld as restocking fee credited to my Visa.

Business

Response:

Business' Initial Response

Good Morning,

At 1STOPLighting we pride ourselves in customer service and we take your concern very seriously. I have researched your order and Yes, the PLC fixture does have a restocking Fee for Customer Remorse Returns per the policy. However, We due our best to accommodate customers to the best of our ability and due to the circumstances of your situation I have reversed the restocking fee and issued the remaining refund back onto the credit card you used for the original purchase.

I apologize for any inconvenience that this may have caused.

Please let me know if I may be of any further assistance.

Review: Their website, [redacted] does not state $USD by the products or when item is added to the cart. When I checked my credit card bill, the price jumped from $180 to $260, which if I knew it was that expensive I would not have ordered the product. Upon a call to customer service the representive said the product might be shipping, and they would might not be able to dance my order. I checked their return policy and it was noted that return shipping would not be refunded.Desired Settlement: I would like a complete refund.

Business

Response:

Hi [redacted]Sorry about this issue with pricing. We will turn the package around and credit you back your funds[redacted]

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. But I have yet to receive a refund.

Review: I completed my purchase for two floor lamps on July 4th, 2013. On July 5th they refused the completed order.

After selecting a product, making a purchase, disclosing personal data and credit card information and a receipt, the next day I receive an e-mail that they can not deliver the product you advertised and sold.

Why do they advertise product they do not have for sale? Why do they continue to advertise this product on both Amazon and their website today July 5, 2013. It would appear they selectively and unilaterally decided not to fulfill their end of our bargain.

This, at the very least, is unethical perhaps even illegal. I respectfully request they find the items, substitute a higher priced item from the same manufacture, or at the very least, issue a check in the amount of $110 - the cost difference I will pay for the same items at another store such as Lamps Plus. This is false and misleading advertising and breach of contract.Desired Settlement: I respectfully request the items they sold me, substitute another similar item by the same manufacturer, or at the very least, issue a check in the amount of $110 - the cost difference I will pay for the same items at another store such as Lamps Plus.

Business

Response:

Business' Initial Response

At 1STOPLighting we make every attempt to provide the best information to our customers in regards to the inventory status of our items. From time to time our manufacturers discontinue items and we make every attempt to remove from those from our site as quickly as possible. The (2) lamps that were purchased have been discontinued and are no longer being manufactured.

We apologize for any inconvenience this may have caused. Unfortunately these particular items are not available from the manufacture as well as most likely not available anywhere. We would be more than happy and willing to assist you in the purchase of alternatives.

Thank you in advance for your time and patience,

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

The charged me without shipping the item. This is wrong! Unethical! and perhaps illegal. This practice caused my card to be declined up to July 11, 2013. They had my money without expectation of receiving the product - They breached the contract. They made no effort to substitute the current item by the same manufacturer. There behavior caused me to be damaged and their breach was costly $110.00

Business' Final Response

Thank you for your inquiries,

Normal changes for adding and removing products on the site can take time to complete due to the sheer number of items that we carry. I have made a special request to my data team to expedite the removal of these items today. Those changes will take effect and go live to the site in 48 business hours.

In regards to the refund, I have submitted the proof of refund that was processed to you on 7/8.

Review: Before placing Order#[redacted], I called the online store to verify that if I placed this order and was not completely satisfied that I could return the order. I am trying to return this order but have been denied a RGA number. I requested to return this order for a credit and would like to order a different item. So far, this request has been denied. I am retired and live on a limited income, but would like to reorder another item to replace this one since it is totally unsatisfactory.Desired Settlement: Would like to return this order for a credit and get a replacement order for 3 each Tacoma One Light Mini-Pendants #65309 at a price of $231.00 each

Consumer

Response:

This complaint has been resolved since the companies is going to let me return the items in exchange for me ordering a new product. Thank you for your help with this complaint.