Light N Leisure, Inc.

On 8/Ms *** called our Danvers showroom stating that “her friend worked for hours” assembling her fixture and it had a defect Our staff member explained to Ms*** that per the manufacturer’s printed instructions, we recommend a qualified electrician install the fixture. Ms
*** responded that she “was not paying an electrician” as she had “spent enough on the chandelier”. She was then offered an exchange, to which she replied she would be returning the fixtureOn 8/Ms*** returned the fixture to our Danvers location. Upon inspection of the carton, and identified in the attached pictures, our staff member noted the following: The wires on the arms were frayed and the protective coating was coming offThis was most likely caused from friction, due to the arms being attached and removed multiple timesA hole was bored through the bottom of the arm that was loose in the cartonThis could not have come from the factory this way, as you can clearly see the metal shavings that landed on the arm when it was drilled/bored, and would have been disturbed during shippingThe ground wire that runs through the fixture was frayed. This happens when a ground wire gets tangled and stuck when pulling the wire through the body of the chandelier. Again, this must have been attempted multiple times for this to have happenedThe threads on the arm hole have been strippedClearly, this damage was a direct result of an inexperienced installer, as opposed to a manufacturer’s defect*** is a very high-end vendor with an impeccable reputation and excellent quality control. All of their fixtures are carefully inspected before shipping. This fixture would never have passed ***’s vigorous inspection process in this condition While Light ‘n Leisure was under no obligation to accept the fixture back in the condition it was returned in, we offered an even exchange, which Ms*** refused Our store policy is a day exchange for store credit on fixture in brand-new condition, uninstalled with original packaging. Fixtures not returned in accordance to this policy are subject to restock fees and/or refusal of return. This policy is clearly posted at our front counter. It is on Ms***’s signed sales receipt, and it was explained to her via phone on 8/4, and again in person on 8/ Ms*** has a store credit on file in the amount of $373.14, which is her purchase price less a 20% restock fee. This credit is in accordance to our posted store policy

Ms*** purchased two Seagull mini pendants in January We have a day exchange policyIn April, she reported that she was missing parts, and although it was past our exchange period, we ordered the requested parts at no charge to her *** tracking shows those parts were received
on April 3rd.We reordered the same parts for Ms*** two additonal times, as she claims to have not received them the first time, and that the second time they were wrongAfter her third request for parts, I asked that she circle the parts she needed on the supplied diagram She received those parts the beginning of MayOn June 29th, Ms*** came into our Danvers showroom with the two pendants They had been installed, and the cartons were missing She stated to the staff member that the pendants did not match Our staff member offered a new pendant out of stock Ms*** then requested two new pendants, and our staff member agreedShe then stated she didn't want the pendants at all, and requested a full refund.At that time, our staff member offered to put Ms***'s request through our Customer Service department ; as our policy is a day exchange period, and return for store credit only on uninstalled items with original cartons.At that point, Ms*** became hostile and aggressive Our staff member returned to the back office and shut the door after stating there was nothing further she could do at store level.Ms*** then began to harass a second staff member who again explained that we could not assist her any further in the showroom I emailed Ms*** on July 1st to reply to her concerns As stated in my attached email; she could return one pendant in order to have a matching set A refund is not available, nor is an exchange of both pendants, as she has had the items in her possession for well over six months I feel this resolution is more than fair.Since my email response was sent on July 1st, in addition to contacting the Revdex.com, Ms*** has left several harassing phone calls on our Customer Service line, and has taken to having her relatives post statements regarding our business on social media There is nothing further we can do to assist her Thank you,*** ***Customer Service Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I disagree with almost everything in this replyI first contacted the store in early MarchThey did finally send the first shipment after a couple of weeks and they were incompleteOne light had been installed but the other one was the one with missing partsI believe the missing part was a canopy setOnce that came I found out that it was also missing a chain loop and another pieceThey sent more parts and it ended up being more canopiesI called again which is when they asked me to circle the missing parts, take a pic and emailed itI got another delivery of parts and then had to wait for the electrician to come finish the jobHe came at the end of June only to find parts still missing and the two lights didn't match At that point I told them to uninstall the first light and brought both back to the storeI explained the situation as best I could and the woman said she would see if they had a match in stockIt was then that I told her I really just wanted a refundShe said she couldn't do that and I tried to appeal to her statementThat is when she walked away and slammed the doorI did not harass the person but I did ask if there was anyone else I could speak toThey gave me a business card with their customer service and phone numberI left a voicemail but got no return callI sent an email and they said they were standing by the decisionI replied to the email asking them to reconsider their answerI got no answer to this dateI left voicemails asking that call me to discuss and when I got no return call I turned to the Revdex.comMy messages were not harassing in anywayI did say if I got no reply I would explore other optionsBy that I meant contacting the Revdex.comI do not believe I was treated fairlyI did not ask anyone to post anything to social media and I haven't heard from anyone that I know that posted anything regarding this matterI simply wanted matching lights with all of the parts available for installationThey did not provide me with either.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***

Please refer to the attached photos of the damage to the fixture.  The chandelier's condition is so poor that we are unable to return it to the factory for credit.  It will need to be written off and discarded. These are not factory defects.  This was done during assembly.  We have been more than fair to Ms [redacted] in issuing a store credit less a restock fee, and are within our rights to do so, per our posted return policy.    Thank you,Courtney

We have exchanged the floor model pendants for new in carton merchandise at no additional charge to the customer.  After speaking with the customer, it is our understanding that the matter has been resolved.

Mr [redacted] Placed a large order with us in May.  Not all the items were in stock.  He came at a later date to pick up some outstanding items that had arrived.  We requested per our normal policy that he leave a 50% deposit on the rest of the outstanding merchandise.  He refused to...

do so.  Approximately a week later our bookkeeper was notified that Mr. Wallace has disputed the charges with his credit card company, including the items he already had in his possession.  The remainder of his order was cancelled at that time.  The bank reversed these charges in our favor.  Our stated policy is a store credit less a 20% restock fee on cancelled or returned items. Our policies are clearly posted at our sales counter, stated on our sales orders and invoices, and are explained to the customer upon request.  We have a signed copy from Mr [redacted] agreeing to the terms of the sale. Any remaining balance less chargeback fees due will remain as a store credit per our posted policy.  Thank you, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
 
Regards,
[redacted]

My apologies.  In my first response I stated we have a 90 day policy.  It is a 60 day policy.  I was thinking about the 90 time frame in which the customer reported the issue to us while I was typing my response.  Again, we are happy to allow an exchange of one of the pendants in order for Ms [redacted] to have a matching set.  Where six months have gone by, the fixtures have been installed, and the cartons thrown away,  that is the only resolution I can offer.  Thank you,[redacted]

On [redacted] I went to this store and purchased a light fixture, 40 minutes later I went in to return the light. The man who rang me up was rude and upset that I was returning the light and told me he would "get in trouble" because he incorrectly filled out the order form in order to 'hurry me along". He took the light back to the storage room and then typed up a credit, but never rang my card to issue the credit, he told me that I would have to wait 24-48 hours to get an email from cust. service to see if it was "approved" I would then have to call the store back and give them my card # over the phone for them to issue the credit. I wrote a negative review about my experience on [redacted] and [redacted] that night. On [redacted] I received a call from[redacted] at cust. service and he told me he would issue the return under the [redacted] policy but I would have to take down my negative reviews online first. I felt threatened that he would keep my money unless I took down my review. I only posted a real experience and this should in no way allow them to stop my return and keep my money. I now have no product and no money back. They owe me [redacted] I have not heard anything from this company since [redacted] and still have no credit issued.Product_Or_Service: Light FixtureOrder_Number: XXXXXDesired SettlementI would like them to process a credit on my card or issue me a refund check for the correct amount. [redacted]Business Response Light 'n Leisure is committed to customer satisfaction. We have a 60 day return policy which is clearly posted on our web site and in our stores. This transaction was processed consistent with that policy.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I was told by [redacted] in the customer service department that I would receive my money back as part of the buyers remorse policy. I was told that I would receive that refund in 24-48 hours. A store credit is of no use to me as I would not feel comfortable with any of the products in this store or doing any business with this company. I was told that if I took my negative Yelp review down that he would issue my refund 'quicker'. I feel that because I refused to take the review down that they are purposely making this refund difficult. I do not have product from this store, I do not have my money back and the store credit issued is of no value at all to me since I will never do business with this store ever again. I want a refund of my money. [redacted]

Review: I purchase a Fixture at Light ‘N Leisure store in [redacted], MA. At the time of purchase I ask sales representative if they

have any warranty or exchange policy and was told that I can return item within 30 days period if I don’t like it or if

something wrong with it. It looks like Fixture was half broken, because when professional handyman took it out of

the box one of the wires broke and the item was never assembled. I went back to the store before 30 days period expired

and talk to one of the sales people. The sales representative told me that I broke the Fixture and

he cannot do anything to help me. After that he type something at his computer terminal and newer told me what he typed.

He indicate that he reported problem to Customer Service and I will hear from them within 24 hours.

He give me the package back and told me good night, so I did not have any chance to ask for store manager.

While I was waiting for the customer service to contact me , I did call customer service number, asking to please give me

a call back. I never receive such a call, nor response within 24 hours. Within 48 hours I receive e-mail

from [redacted] ( Customer Service Manager at Light ‘N Leisure “The Purple Buildings” ). He indicate that

the Fixture I brought into the store was damaged during assembly and he cannot give me any refund.Desired Settlement: Feels like there is one way street on how information is get process in this store when something happens to be damaged or broken.

I would like to get my money back and never shop at this particular store under any circumstances again.

Business

Response:

We appreciate the hard work and good efforts of the Revdex.com, for years they've been a valuable resource for both consumers and local business.I was working the night Ms. [redacted] returned her light and had an opportunity to inspect it. While I wasn't assisting her directly, I did hear her tell our sales associate they tried to install the light but it wasn't working. The fixture she purchased has multiple downrods that screw together so it can be hung in varying heights from the ceiling. What she presented to the store was a box filled with loose downrods and broken wires - sections of the wire were still in a spiral shape.It was immediately obvious at first glance someone who lacked the proper skill or training had tried to assemble this fixture. In Massachusetts, only licensed electricians are permitted to wire a permanently installed electrical fixture like this one. Whoever attempted to install this fixture allowed the internal wires to get caught in the threads that connect the downrod sections. This caused most of the wires to twist into a spiral until they broke. Unfortunately, broken internal wires cannot be repaired without re-wiring the fixture.Light 'n Leisure is dedicated to customer satisfaction and we often go out of our way to accept returns of previously installed fixtures when a customer is not happy with their selection. Any fixture that doesn't work properly in the first year due to manufacturing defects is automatically exchanged or replaced. This was a rare instance where we couldnot accept the return, even with a restock fee.The condition of this light is so bad it cannot be legally re-sold, even as a clearance or 'as-is' item. Additionally, we know a fixture would never leave our store in thiscondition. Every boxed item is either factory sealed, or inspected by our QC department if it's been opened. Customer returns in less than 100% condition are installed in our display and sold as clearance items. Had the fixture been in this condition at the time of sale, we would have heard (and felt) all the loose downrod sections moving around inside the box.While our customer service department always strives to find a win-win compromise , in this case we strongly feel responsibility should fall back on the installer who created the problem and not on us. Regrettably, due to the condition of this fixture, it is not possible for Light n Leisure to accept this return. Our thanks go out to the Revdex.com for intervening and giving us the opportunity to respond.[redacted]Light 'n Leisure, Customer Care

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.

[Business continue to accuse us that we broke Fixture and show zero interest in resolving complain.I am including letter to Mr. [redacted] .]

Regards,

Business

Response:

We appreciate the customer's opinion but disagree with her accusation. I was working the night she brought the light to the store when she told our Associate her "handyman" tried to install the fixture but couldn't get it to work. Most products sold by Light n Leisure have a one year factory warranty and, if necessary, are gladly replaced with a new fixture provided by the manufacturer. However, like most stores, the warranty does not cover issues caused by the customer or the installer.Two of us inspected the fixture in hopes of being able to correct whatever was wrong with it. Upon inspection, we both concluded the wiring had been damaged beyond repair while attempting to assemble the light. Regrettably, the responsibility in this case clearly lies with the installer, not with the manufacturer. If she would like to pursue a claim with her handyman, I would be happy to show her how the wiring was damaged during assembly. Thank you,[redacted]