Arezzo Lighting & Design

Tell us wOn July 28th 2015, *** *** came into our showroom demanding a full refund for his seven fans that he special ordered from *** *** *** *** *** his salesman explained to him that he did not have $cash in his register, and he would need to call the manager due to
the fact that this was a return on special order and was paid with cashMica *** became very upset and demanded that he get his money immediatelyMr *** said he was not leaving until he got his money for the fans*** explained to me that Mr*** was difficult and rude before this incidentHe explained to me the day he bought the fans he told *** "Give me a better deal Man I got cash"*** explained to Mr *** that it does not make any differences if he pays him in cash or card; he could not reduce the price any more then he already hadMr *** had an attitude with *** and said "Oh yeah what would your owner say about that"*** proceeded to explain to him that he has already given him 20% off of the listed price for those fans which is the best pricesMr ***’s seven fans came on July 21st on time and as expected*** called Mr *** on July 21st to inform him his seven fans were hereMr *** told *** he would like him to install his fans at his residence on Sunday afternoon(*** also installs fans in his free time)*** said ok no problem he would go to Mr***’s residence Sunday July 25th to install his fansMr.*** was fully aware that his fans where here in our showroom for an entire weekAt anytime he could have came into our showroom and picked them upOn Sunday July 25th the day the installation of Mr.***’s fans was supposed to be done, Mr.*** called *** and told him he wanted to reschedule the installation on Wednesday July 29th*** explained to Mr *** that Wednesday was his only day off "Mr *** then told *** “I do not care you either install them Wednesday or I will have some one else install them.” *** said no problem he will install themOn July 28, Mr *** came into our showroom, Mrs.*** Garland was in the front of the store along with ***, and our other sales assistant GB and a customer*** informed me that when she saw Mr *** she went into the back of the store to assist a customer*** called me and told me that Mr *** was very disrespectful and behaving loudly and aggressive and wanted to talk to me regarding the refund policyI then began to calmly tell Mr.*** that he will recieve a full store credit or a refund by check minus 35% restocking feeI explained to him when we place any orders for our customers we are paying out of our own pocket for freight charges, shipping charges, and of course for the productMr *** was screaming at me on the phone demanding if I don’t give him a full refund he is not going to leave the storeHe then told me "ok man you do not want to give me my money back then I guess I am going to take my aggression out on your store if that is how it’s going to be"That is when I heard *** telling him he needs to leave the store immediately*** explained to me the customer she was helping was extremely scared of Mr*** as well as our entire staf* walked right up to, Mr *** who is from description about 6ft 3inches and told him "get out now.” She also said “we have had enough of your rude disrespectful behavior.” she told me as well as other witnesses that she feared when he said he was going to take his aggression out on the store he was going to start to break my productsMr *** then told *** “shut the hell up and get out of my face.” He refused to leave *** then told him she was going to call the police if he did not leaveMr *** told *** "Go ahead I do not care my father is a police chief"During this time the phone was disconnected, I was extremely worried for my staff's safety when I tried calling the store I could here Mr *** screaming at *** cursing at her telling her to shut upI told *** to immediately call the police she told me Mr *** will not leave and is yelling and screaming and demanding to talk to youI told her to let me talk to him againFor our customer’s peace and safety I told Mr *** I will give him a cashier’s check for $that is only 20% less than the contract states for our restocking chargeAnd that he is never allowed to come into our store again*** was instructed to immediately leave the building she was extremely upset and of course shaken up, she then came back to the store and left the cashier's check for our staff to give to Mr ***When he returned to the store I was told by *** and GB that he told them he will be back whenever he wants, and he expects an apology from ***I then told *** she needs to call the police and report what he did to her, I have been informed from the Roseville Police Department that not only is Mr ***’s father not a police officer, if he comes into our showroom again they will gladly escort him out of the storeI have also been told by my staff and our customer who witnessed this ordeal that Mr ***’s wife was never even present in the store during the time he was verbally assaulting my staffI was told she came in fifteen minutes after this ordeal, and she never witnessed her husband’s disrespectful behaviorShe came into the showroom nearly fifteen minutes after sitting outside in front of the storeI was also told she was very disrespectful to my staff that she was insulting them by telling them they are nobody, and they are just incompetent workersI strongly feel that these individuals are not only dangerous, but the most disrespectful people I have encounteredI feel extremely bad for *** because of what I have heard from my staff regarding the way this man was talking to herShe has been with our company for several years; I have never had one complaint on herI have attached a copy of Mr ***’s invoice (that clearly shows our 35% restocking fee charge below the signature of Mr ***), as well as the $632.10 cashier's check that was given to Mr *** the same day all of this happenedOur company feels that the way Mr *** has behaved in our store is not only disrespectful, but reprehensible do to the nature of yelling in a women’s face telling her to SHUT UP!I also will be more than happy to have the customer who witnessed his behavior contact you,she is not comfortable for safety reasons having her number visible to Mr.*** or his WifeFurther more I would like to additionally add that Mr *** and his wife were blaming *** for not showing them what they were signing on their invoiceIt is not our job to educate our customers what they are signingWe have customers daily read our invoice policy before they sign and they are fully aware of what they are signing. *** Manager, Arezzo lighting

I am rejecting this response because: It is all lies. They did not follow up with us, not returning a single phone call. They did not tell us it would take 2-weeks, or we never would have ordered the downdraft, as it was a time sensitive purchase for us. They lied and told us that Kitchen Aid was out of a part necessary to make the downdraft, and the part had come in and it would be shipped the next day, and promised an arrival date of Wednesday or Thursday, and that it would be loaded last so that it would be first off. All lies. That was when we tried to cancel the order the first time, before the item was shipped. They claim that we signed a contract, but my husband signed an invoice that was never presented to us as a contract. We tried to cancel the order before the item was shipped, so there couldn't be a re-stocking fee, as there was no stock to re-stock.We have since gone to their Yelp page and discovered that numerous other people have had similar experiences with this company. They are very dishonest and unreliable

This letter is in response to the letter received by Revdex.com, dated May 27, 2015, in regard to the above-mentioned customer complaint.I contracted Mr. [redacted] on June 1, 2015 to assist in resolving his concern. Mr. [redacted] explained to me that he was not satisfied with the pendent light fixture. Mr....

[redacted] hired [redacted](Installer) to install his light fixture.During my conversation with Mr. [redacted], he had informed me that Arezzo Lighting referred [redacted] to install his light fixture. This is incorrect. In order to verify who the installer was, I was able to get the name of the installer and phone number from Mr. [redacted]. See below, my conversation with Mr. [redacted].Mr. [redacted] stated:* He was not aware of my business name(Arezzo Lighting)* Arezzo Lighting did not refer his name/business to Mr. [redacted] and that he         advertises his own business.Arezzo Lighting did not install, nor was the original installer. Our business continues to keep our customers happy & satisfied. I informed Mr. [redacted] that Arezzo Lighting would charge a $75 out-of-field fee to examine the light fixture. If Mr. [redacted] would like Arezzo Lighting to send someone to examine the fixture, we would be happy to send someone to visit and charge an out-of-field charge of $75.00.In Mr. [redacted]'s complaint, he states that Mr. [redacted] visited him (1x) later to re-examine and discuss possible causes and remedies. Mr. [redacted] informed Mr. [redacted] that " the hole in the top of the fixture through which the electrical cord passes, may be slightly off-centered." In this case, if Mr. [redacted] (installer) determined that the light fixture was defective, the installer could have (at Mr. [redacted]'s request), removed the light fixture. In turn, the light fixture could have been returned to Arezzo Lighting for examination, and (if determined defective), Arezzo Lighting would re-order to replace the product.As a Desired Settlement, Mr. [redacted] requests a single visit from someone from Arezzo Lighting. We can send someone out to Mr. [redacted]'s home to examine the light fixture. If the light fixture is determined defective after our examination, then he will not be charged the $75 fee. We will gladly re-order the product. If we determine that the light fixture is not defective, but was improperly installed, then we will charge a $75.00 out-of-field fee. In turn, the installer should be liable for repairing and properly installing the light fixture.

[redacted] our salesman helped [redacted] and her husband on a product through Kitchen Aid which was a down draft. After providing them with the pricing and availability [redacted] did explain to them that all appliance orders typically take between 2-4 weeks for delivery. We do not have control over the shipping....

[redacted] and her husband are stating that we never followed up with them. We did follow up with them regarding there order and did apologize for any delay. We also explained that due to the holidays season as well this has caused also some further delay’s. We would like to resolve this issue with them but we do not know if they have already disputed the down draft purchase with there credit card company therefore we can not issue them a refund if they will not let us know what they are wanting to do at this time. Furthermore I explained to them that we have already placed the order with Kitchen aid and by them wanting to cancel there order there is a restocking fee that would be applied to all merchandise that was returned on special order. They have already signed there invoice that clearly states the restocking fee that would be applied to any and all merchandise that is returned on a special orderhy here...

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.

Review: [redacted] owner [redacted] promised delux carpet and delux 8 lb padding to be installed in two days at a cost of $3500 ($4000 - $500 for mirror)for four bedrooms (784 sf). A month later a very poor carpet and a 4 lb padding was installed in our at Los Lagos in Granite Bay.[redacted] keeps saying he installed the best of the best carpet and padding for us and he will refund our money if we can prove the padding is less than 8 lb.So LOWE'S in Folsom CA certified the padding was only 4 lb and the carpet was is a very poor quality.Still [redacted] keeps saying "honest to goodness" "Best of the best carpet" was installed and refuses to admit or refund our money.[redacted]Desired Settlement: All we are asking for is to refund our $3500 so we can replace his carpet.The invoice was for $4000 since we bought a mirror for $500, so the balance is $3500

Business

Response:

We recently received a copy of a complaint filed by a customer of our at [redacted] Lighting. The Revdex.com complaint ID is [redacted]. The complainant is [redacted] of [redacted].

Review: This complaint also includes customer service issues along with refund issues. We purchased fans from Arezzo Lighting & Design, and still have not obtained possession, delivery, or installation of the fans. We returned to the store with our receipt to get our refund and were treated unprofessionally and disrespectfully by the woman at the front desk, [redacted]. She raised her voice and used profanity at my husband then called the owner and falsely accused my husband of threatening to damage the store. They have surveillance, so the tapes can be checked to see she is lying. She then chimed in that her husband was a cop, possibly trying to scare us?? We then called the owner and he said he would give us a cashiers check but not for our full amount. They would be keeping $150 for a re-stocking fee. Since we had not received ANYTHING yet I feel like we are within our 3 day return policy since we have not even RECIEVED our fans yet!!! On the contract it says we have a 3 day return policy for FULL CREDIT. When I gain possession of my fans then I have 3 days, but I have not RECIEVED them YET!! I feel entitled to all of my $790.12 back.Desired Settlement: I would like my full refund of $790.12 back.

Business

Response:

Tell us wOn July 28th 2015, [redacted] came into our showroom demanding a full refund for his seven fans that he special ordered from [redacted]. [redacted] his salesman explained to him that he did not have $790.00 cash in his register, and he would need to call the manager due to the fact that this was a return on special order and was paid with cash. Mica [redacted] became very upset and demanded that he get his money immediately. Mr [redacted] said he was not leaving until he got his money for the fans. [redacted] explained to me that Mr. [redacted] was difficult and rude before this incident. He explained to me the day he bought the fans he told [redacted] "Give me a better deal Man I got cash". [redacted] explained to Mr [redacted] that it does not make any differences if he pays him in cash or card; he could not reduce the price any more then he already had. Mr [redacted] had an attitude with [redacted] and said "Oh yeah what would your owner say about that". [redacted] proceeded to explain to him that he has already given him 20% off of the listed price for those fans which is the best prices. Mr [redacted]’s seven fans came on July 21st on time and as expected. [redacted] called Mr [redacted] on July 21st to inform him his seven fans were here. Mr [redacted] told [redacted] he would like him to install his fans at his residence on Sunday afternoon. ([redacted] also installs fans in his free time). [redacted] said ok no problem he would go to Mr. [redacted]’s residence Sunday July 25th to install his fans. Mr.[redacted] was fully aware that his fans where here in our showroom for an entire week. At anytime he could have came into our showroom and picked them up. On Sunday July 25th the day the installation of Mr.[redacted]’s fans was supposed to be done, Mr.[redacted] called [redacted] and told him he wanted to reschedule the installation on Wednesday July 29th. [redacted] explained to Mr [redacted] that Wednesday was his only day off "Mr [redacted] then told [redacted] “I do not care you either install them Wednesday or I will have some one else install them.” [redacted] said no problem he will install them. On July 28, Mr [redacted] came into our showroom, Mrs.[redacted] Garland was in the front of the store along with [redacted], and our other sales assistant GB and a customer. [redacted] informed me that when she saw Mr [redacted] she went into the back of the store to assist a customer. [redacted] called me and told me that Mr [redacted] was very disrespectful and behaving loudly and aggressive and wanted to talk to me regarding the refund policy. I then began to calmly tell Mr.[redacted] that he will recieve a full store credit or a refund by check minus 35% restocking fee. I explained to him when we place any orders for our customers we are paying out of our own pocket for freight charges, shipping charges, and of course for the product. Mr [redacted] was screaming at me on the phone demanding if I don’t give him a full refund he is not going to leave the store. He then told me "ok man you do not want to give me my money back then I guess I am going to take my aggression out on your store if that is how it’s going to be". That is when I heard [redacted] telling him he needs to leave the store immediately. [redacted] explained to me the customer she was helping was extremely scared of Mr. [redacted] as well as our entire staff. [redacted] walked right up to, Mr [redacted] who is from description about 6ft 3inches and told him "get out now.” She also said “we have had enough of your rude disrespectful behavior.” she told me as well as 3 other witnesses that she feared when he said he was going to take his aggression out on the store he was going to start to break my products. Mr [redacted] then told [redacted] “shut the hell up and get out of my face.” He refused to leave [redacted] then told him she was going to call the police if he did not leave. Mr [redacted] told [redacted] "Go ahead I do not care my father is a police chief". During this time the phone was disconnected, I was extremely worried for my staff's safety when I tried calling the store I could here Mr [redacted] screaming at [redacted] cursing at her telling her to shut up. I told [redacted] to immediately call the police she told me Mr [redacted] will not leave and is yelling and screaming and demanding to talk to you. I told her to let me talk to him again. For our customer’s peace and safety I told Mr [redacted] I will give him a cashier’s check for $632.10 that is only 20% less than the contract states for our restocking charge. And that he is never allowed to come into our store again. [redacted] was instructed to immediately leave the building she was extremely upset and of course shaken up, she then came back to the store and left the cashier's check for our staff to give to Mr [redacted]. When he returned to the store I was told by [redacted] and GB that he told them he will be back whenever he wants, and he expects an apology from [redacted]. I then told [redacted] she needs to call the police and report what he did to her, I have been informed from the Roseville Police Department that not only is Mr [redacted]’s father not a police officer, if he comes into our showroom again they will gladly escort him out of the store. I have also been told by my staff and our customer who witnessed this ordeal that Mr [redacted]’s wife was never even present in the store during the time he was verbally assaulting my staff. I was told she came in fifteen minutes after this ordeal, and she never witnessed her husband’s disrespectful behavior. She came into the showroom nearly fifteen minutes after sitting outside in front of the store. I was also told she was very disrespectful to my staff that she was insulting them by telling them they are nobody, and they are just incompetent workers. I strongly feel that these individuals are not only dangerous, but the most disrespectful people I have encountered. I feel extremely bad for [redacted] because of what I have heard from my staff regarding the way this man was talking to her. She has been with our company for several years; I have never had one complaint on her. I have attached a copy of Mr [redacted]’s invoice (that clearly shows our 35% restocking fee charge below the signature of Mr [redacted]), as well as the $632.10 cashier's check that was given to Mr [redacted] the same day all of this happened. Our company feels that the way Mr [redacted] has behaved in our store is not only disrespectful, but reprehensible do to the nature of yelling in a women’s face telling her to SHUT UP!. I also will be more than happy to have the customer who witnessed his behavior contact you,she is not comfortable for safety reasons having her number visible to Mr.[redacted] or his Wife. Further more I would like to additionally add that Mr [redacted] and his wife were blaming [redacted] for not showing them what they were signing on their invoice. It is not our job to educate our customers what they are signing. We have customers daily read our invoice policy before they sign and they are fully aware of what they are signing. [redacted] Manager, Arezzo lighting

It took 5 weeks after placing an order and several calls on my part to find out that the manufacturer no longer accepted orders from this store.

Their follow through and customer service is abysmal!! Do not shop there!!
My story...
I ordered lights from this store on 7/21/14. At the time I placed the order I had to pay in full for the lights. After I paid, when I asked estimated delivery date I was told the lights could take 2 - 4 weeks to be delivered to the store. This seemed like a long time, but I had paid so I let it go.
After 3 weeks I called the store and spoke with [redacted]. I gave him my invoice number and asked for someone to please check the status of my order. [redacted] wouldn't do it at that time but told me to call back after 11:00. (He wanted me to simply accept his explanation of how they place order.) I called later that afternoon and spoke with [redacted]. He looked and said he didn't see anything at all regarding the order to contact them after one more week. I called on Friday, August 22 and explained it had been one month asked that he please find out what was happening. He said he would check into it and call me back. He never called.
On Monday, August 25 I called and spoke with Michael. He said he didn't see anything happening, but would check on the order and call me regardless if he was able to find anything out. He called about 2 hours later and stated that he had called the company and the order was backordered. When I asked why it had taken all this time for them to tell me he really didn't have an answer other than the company doesn't tell them. I requested that the order be cancelled. I was told the only way I could get my money back was to go into the store. (It was a 35 min drive for me!!)
When I arrived at the store I was greeted by [redacted]. He looked at the computer and said it had been on back order since July. I asked why I couldn't have been told that earlier. His reply made no sense. [redacted] took my receipt and began to read through all of my notes from calls I had documented that I made to the store. He started to take it and I informed him that wanted it. He informed me that he had to have it and that he couldn't see why I wanted it anyway. He ended up making a copy. I asked if there was some compensation for Arezzo Lighting having my $341 for almost 5 weeks. They offered nothing. I informed them that I would not be returning to this store and I would tell others not to do so.
My overall experience was very negative. They do not follow through, return calls, or obviously care much about customer service! Don't go there!!

Review: On Feb. 18, 2015 my wife and I visited this store and worked principally with [redacted]. We purchased three (3) large, heavy, gorgeous pendant lights for our home. They are hand-blown and were expensive ($1195.50). The manufacturer is [redacted], with whom we've been in touch. They have no field service staff, and have repeatedly suggested that we contact their local distributor - - - Arezzo.The problem is that one light hangs crookedly. We picked the fixtures up at the merchant's store approximately a month after purchase. I unpacked them, and they appeared to be complete and intact. We had them installed by a licensed electrician on Mar. 25, 2015. We have reason to believe the electrician would be helpful in learning the truth about our situation. His name is [redacted] @ [redacted]. Mr. [redacted] explained that there was nothing more he could do, because the fault was with the fixture. He explained that as the lights are hand-blown, it is not a surprise that some are not exactly symmetrical. He explained also that the hole in the top of the fixture through which the electrical cord passes maybe slightly off-center. He was kind enough to visit us one time later without charge to re-examine and discuss possible causes and remedies.I discussed all this in a phone call with [redacted] in early April. He immediately blamed the electrician. He then suggested I get up on a ladder and fiddle with fixture, saying it should be "easy" to straighten in that way. I replied that I am 72, I have serious back problems and I have no such skills. I emailed images showing the condition of the light. He never called back, and was not working when I visited the store. I asked his coworker [redacted] to help. He declined, saying that it was [redacted]'s sale. I next spoke to [redacted], who also deferred to [redacted]. We have not been contacted after many calls.Desired Settlement: We request a single visit from someone at AREZZO.

Business

Response:

This letter is in response to the letter received by Revdex.com, dated May 27, 2015, in regard to the above-mentioned customer complaint.