Lumens Lights + Living

I am rejecting this response because:I did, in fact, call [redacted] and they did tell me that they did pick up the furniture.  Lumen's is holding me responsible for the obvious negligent handling/communication from/by [redacted].  Furthermore, [redacted] told me that they had documented that the return was processed due to fraud.  The way I see it is that Lumen's is siding with [redacted] and telling me that I am be untruthful about what transpired.  I find that very offensive and a very devious business practice.  It is noted in Lumen's customer service policy that the customer's interest comes first and they are failing to follow through with that policy in this case.  In addition, they are not upholding their warranty policy.  All 3 policies that I have attached here in, I followed exactly to Lumen's regulations.At this point I am giving them a final choice.  Either I get credit within the next 48 hours, and advised of such, or else I am filing a formal complaint with the California Attorney General on Monday morning.  I have advised my credit card of such and they are disputing the charge in order to get my money back.

Thank you for your inquiry. The customer contacted us about her concerns with the Antique Brass finish on 8/9/16, and we explained that we would need to see images to submit to our supplier. She submitted images and we took them to the manufacturer. The manufacturer confirmed that the finish was the...

Antique Brass. After relaying this assessment to the customer, she insisted that the assessment was incorrect and the product was finished with Polished Brass. The product is not manufactured in any other finishes. All Meurice sconces look exactly like those this customer has already received, so return and replacement of the items will not produce the customer's requested result.

I am rejecting this response because: I still disagree that needing a separate electrician in unnecessary as my contractor has been doing business for 20+ years. I do not question his qualifications.I want a refund on the defective concrete pendant, not a store credit. I have been able to deal directly with the Wind River company and have received a replacement fan already, which was resolved with one telephone call. Tech lighting is making me work with Lumens. They have verbally agreed that the tilt of the pendant is like a problem with the casting of the concrete causing the weight to be off. Given that that is a possible problem again, I just want to return the item for a full refund. I do not want to continue to deal with any further Lumens customer service and just want a full refund. I do not even want to go the the store and return the pendant but I am willing to prepare it for shipment at Lumen's expense.Sincerely,[redacted]

Thank you for making us aware of this complaint. [redacted] first part of this statement of problem, is an issue that we are glad was brought to our attention.While we do offer discounts and sales through Google searches and affiliated programs, there are times in which an advertisement is not...

removed in a timely manner through an advertising source, and we aim to act immediately as these issues are put in front of our company. Lumens.com has been in business for more than 10 years, and we never intend to mislead any potential customer. While the sale price had ended for these Kichler products, our sales staff still honored this promotion, and at the same time, immediately notified our marketing team to pull down the advertisement in question.The internal procedure of placing the sale for [redacted], needs to be further reviewed and understood. While our email communication and follow through was not what we had expected, there was no intention of failing to submit an order for [redacted]. We apologize for the hassle involved in getting this order placed for the Brinley Sconce, and after this attention was brought to a supervisor within the company, we ensured that her product would receive priority shipment and an additional discount to make amends for the situation she had faced. We hope that in the end, this resolution was satisfactory for her, and that she feels heard and understood.

I am [redacted] the manager of the showroom who worked with [redacted].  I would like to respond and to go over the events of what happened.   On 7/12/17, the customer [redacted] had ordered two items in the showroom after he and his wife worked with one of the showroom lighting...

consultants.  One was a fan and the other was a concrete pendant that we have here on display at the showroom.  On 7/14/17 the fan was shipped directly  to the customer arrival date was around 7/17/17. On 7/21/17 the concrete pendant was shipped to the customer and the arrival date was around the end of July. On 8/8/17, I had a voicemail from [redacted] to report that his fan was making a clicking noise and that the concrete pendant was not hanging straight.  He said he was aware of our policy that we do not take installed products back but could I because of the issues.  On 8/9//17, I researched the Sales Order for [redacted] and I called him.  We had a good discussion.  I had explained that normally the clicking noise is an installation and that we recommend that he have a electrician come and trouble shoot the issue with the manufacturer’s tech support unit.  If it could be fixed or adjusted at that time then that would be good.  But if it was deemed Defective by the manufacturer, then I would file a warranty claim and get him a new fan.  [redacted] said that the concrete pendant did not hang straight but his wife really did not like it either.  I wanted to resolve the issue so I agreed if he hired an electrician to trouble shoot the issue, then I would let him return the concrete pendant for a store credit so his wife could select another item but that I could not just let him return two installed items.  I told him that I was committed to making this work for him.  He agreed to hire the electrician and asked for a recommendation, which I gave him a reputable electrician we know.  [redacted] was agreeable to our arrangement plus I offered if the fan was actually Defective that I would pay for the electrician charges to trouble shoot, which we do not normally pay for any electrician charges.  He told me that he wouldn’t be able to do it for a while but that he would so I was waiting for his telephone call from him to let me know what happened with the electrician.  I told [redacted] that I was going to New York for a Trade Show but that I would be back in about a week and he said that was no problem because he was really busy with work and it would take a while to set this all up.  On 8/10/17, I wrote [redacted], the electricians that I recommended to [redacted] that he would be contacting him and that made them aware of my agreement with [redacted] that if the fan was Defective that I would pay for the electrician bill.  I told them that [redacted] was really busy but it would happen in the next few weeks.  On 8/20/17, I left to New York for a Trade Show.  I returned on 8/26/17. On 8/28/17, my mom had knee surgery from a fall and I was out another week taking care of her.  On Sept 1, I wrote [redacted] from home explaining that I was out of the office due to my mom’s surgery but that I would be back after Labor Day. At this point, I was unaware that [redacted] had written a complaint with the Revdex.com. On September 6, I came back to work.  I received no emails or telephone messages from [redacted]. I saw the Revdex.com complaint.  I didn’t realize I should have written a response to the Revdex.com at this time. On September 14, I followed up with an email with [redacted] to see if he still wanted to return the concrete pendant and have me file a warranty claim for a new fan but he has not responded.   I wanted to show the record of what I offered the customer [redacted] and the timeline.  I thought he was going to take a few weeks to get all of the electrician out there to his house and  he was supposed to contact me once he got the electrician over there.  The customer [redacted] was not waiting for a telephone call from me.   He was supposed to call me.  I think I tried to resolve this customer service issue in good faith and I even offered to pay for the electrician if the fan was deemed defective.  My initial thought is that he had someone unqualified install the fan and he just wanted to return it so I wanted to split the difference with him.  [redacted] ordered two items a fan and a light that were both installed items that are not returnable.  The fan is making noise and installed by an unqualified person so I wanted someone qualified to trouble shoot the fan issues to see if it was just an installation error or if the fan was actually defective.  But I agreed to let him return the concrete pendant because he told me that it did not hang straight but that his wife really did not like it too so I told him I would let him return the installed light (which we cannot resale) and I would give him a store credit to let his wife select a new light just to make him happy.    Also, the offer is still available to him if he wants to go forward and we can resolve these issues together.  I am happy to continue  to work with him.  Please let me know if you have any questions.     Thank you [redacted] – Showroom Manager

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, I should not require intervention by Revdex.com to get response.

Thank you for bringing this to our attention. We have moved forward in refunding the additional $199.95 back to your [redacted] account, from your original deposit of $806.57. Currently, the only outstanding item on your order is the free 'Hassock Fan' that was shipped out to you, reflecting the balance...

of $199.95. A free of charge return label was issued to you on 6/6/2017 to return this product back. Please let us know if you have any further concerns or questions by calling us at [redacted].

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.

Their phone reps were smart and friendly. They were responding to a question I asked about a hard to find bulb size, on their customer survey . So they actually read your review immediately And respond right away. Blew me away.

A. G

Review: Instead of new merchandise, merchant substituted open box/repaired/refurbished merchandise.

Shipped partially, but incorrectly wired Leucos Nubia S45 with missing glass halogen bulb cover instead of new lighting ordered. Promised price adjustment never made.

Shipped repaired/refurbished Leucos Tikal lamp with 2 different colored screws on black plastic part that holds power cord (1 silver Phillip screws and 1 black plastic regular screw), used power cord, missing plastic strips for 1 of 3 arms that supports glass diffuser, missing bulb. Lamp was clearly repackaged and arrived in 2 separate shipments despite contradictory packing slip enclosed in box 1. Promised replacement parts never sent. Price adjustment never made. Today merchant ([redacted], Customer Service Lead) admitted this lamp is discontinued and no parts are available to ship.

Shipped 2 Leucos Disk S pendants with top canopy different from the diagram on the Lumens.com website.

Desired Settlement: Since merchant shipped less than new lighting fixtures a price adjustment would be a fair settlement.

Business

Response:

Initial Business Response

Revdex.com Complaint Response

Lumens wants our customers to have a great shopping experience and we stand behind the products we sell. In this case we worked with the manufacturer and this customer to address the issues. In summary:

- confirmed that all products were new, not used or refurbished

- provided bulbs and missing parts at no charge

- determined that non-matching screws is an intentional part of the design

- offered to accept a return for a full refund

- ultimately customer preferred price adjustment which was done

Customer expressed satisfaction with resolution.

Final Consumer Response

Merchant issued $200 price adjustment refund which I expected to end this matter.

Review: I placed an order on Thursday morning through their website and chose to pay the "Next-Day Delivery" fee. Nothing has been delivered.

I purchased a lamp through Lumens.com website:

Order Number: XXXXXX

I placed this order Thursday morning and opted to pay the $165.60 fee for "Next-day Delivery".

My understanding is I would have it by end of day on Friday.

As it's now nearing end of day Saturday and I have received no update on its status, I logged into my account and there is no area for me to view my order history or shipping status.

I spoke with their agent through live chat on the site, who informed me they have no updates and can only help me on Monday. I asked for a refund of the charges and they said they can't help me on the weekend, talk to them Monday.

Very un-satisfied with their site, service and deceptive shipping upsell; especially as it was for $165 on a $550 item.Desired Settlement: I am seeking for the product ordered to be delivered and for the "next day delivery" shipping fee to be waived. An additional credit/refund would be nice as well for the major inconvenience this caused me (the lighting was required for an event tonight).

Business

Response:

Business' Initial Response

This order was placed on Thursday, June 20th with the website stating that the item 'Usually ships in 24 hours'. The order was shipped within that timeframe on Friday, June 21st by UPS tracking# 1ZX7591VXXXXXXXXXX and it was shipped by overnight service - which means the next business day. The product was delivered on Monday, June 24th. Therefore Lumens did meet the shipping and delivery expectations that were presented on the website. However, communication with the customer was not to our standard expectations. For this reason we have refunded the expedited shipping charges and are providing the customer with a $25 gift card that can be used on a future purchase. Lumens recognizes the importance of communicating with customers in all situations and most importantly when they have indicated urgency in getting an order right away. We apologize for this internal breakdown that resulted in a poor experience and we are working to prevent this in the future.

BUYER BEWARE!! DO NOT ORDER FURNITURE FROM LUMENS!! While the folks at Lumens are polite and friendly, I have experienced an enormous lack of communication overall that has resulted in an incredibly botched furniture order and delivery from beginning to end. I purchased a sectional sofa through Lumens Light + Living. It was appropriately delivered as a "White Glove" delivery with two men to bring in the sofa and remove the packaging, however, the sectional sofa bases did not match (the ottoman base did not match the rest of the sofa. One was in a stainless steel metal and the other was a warm wood.) This, apparently, is the manufacturer's fault, but someone must take responsibility. I contacted Lumens immediately to request a replacement ottoman base in the same wood to match the rest of the sofa (and sent them photos of my mismatched sofa as requested.) Approx. a month later I was contacted by the shipper (Conway) to schedule a time for the delivery, but the emailed invoice I received said an entire sofa was scheduled to be delivered (I contacted Lumens about this concern via email with the invoice forwarded and never received a response.) I told the shipper I was only supposed to receive a replacement ottoman base, not an entire sofa, but the shipper had no knowledge or advice regrading the matter. They suggested I refuse the delivery when it came. I immediately contacted Lumens again, and I was informed that because the fabric dye lots might not match, it had been decided that I would receive an entirely new sectional sofa and that the old one would be packaged and removed. I had not been informed of that decision. All that time, I had been expecting just the ottoman base - with a wood base finish- to be replaced (sans cushion). Lumens also informed me that one truck would come to pick up the now used/ mismatched sofa and a second truck would come to deliver the new one. The delivery actually occurred with one Conway truck and ONE MAN who said he was not a furniture delivery person, thus he was "not supposed to even set foot in our home." My husband (of poor health) ended up helping him off-load the new sofa (THAT WAS MISSING AN OTTOMAN BASE) and load up the old sofa (in a torrential downpour no less). The end of this infuriating situation, is that I now have a new sofa, my old ottoman base, everything in a steel, metal base finish and ONE SEAT CUSHION is currently missing! Lumens obviously does not know how to handle furniture delivery. I chose them because they had the best price for this sofa, and now I know why it was slightly less expensive than other suppliers.

Review: Purchased products not being delivered as promised. Product delayed due to no available inventory. Lack of communication to inform of delay.

On May 7,2013 I purchased 2 Soft Glass Table Lamps By George Kovacs from Lumens Item # RXXXXXX for $650.00 a piece. The lamps were paid for in full with an estimated delivery date of 8/7/13. The first lamp was shipped on 5/9/2013 and the second lamp was expected on the stated date at the time of purchase (8/7/13). On 8/9/13 My assistant called and spoke to [redacted] to get an update on the delivery of the 2nd lamp.J. [redacted] stated there was a delay on the base of the lamp and she would give her a call on Monday 8/12 or Tuesday 8/13 with an update as to when the 2nd lamp would be shipped. No call was received.On 8/13 My assistant called to get an update. J [redacted] stated the new delivery date would be in Oct and because of the inconvenience she would discount $100.00 off each lamp. (NOTE On 8/14/13 an email was sent with a new shipping date of 10/13 five days after our call on 8/9). On 9/20/13 my assistant called and spoke to [redacted] to get an update as to when in October we would be receiving the missing lamp. [redacted] informed her that the lamp would not be delivered until Dec 2013. [redacted] stated we could return the lamp if we had the original shipping packaging and that he would have a product specialist at Lumens research other lamps for us. After checking we confirmed that we no longer had the original packaging.(Its been 4 months since we received the 1st lamp) My assistant called [redacted] back to inform him that we no longer have the original packaging and that we felt that we were backed into a corner. He was very sorry and also stated that the lamp was not even manufactured yet and he could not even find a returned lamp or floor model to send us.He spoke to his manager and got an approval to take off an additional $70.00 off each lamp. We appreciate that Lumens is give us a discounts but the fact that it is going to take 8 MONTHS to get a lamp is ridiculous! The non communication to your clients making them aware of changed shipping dates has been awful. We will never purchase anything from your store again and will not recommend anyone to your company.

Desired Settlement: We want NO more delays and to receive our lamp ASAP!

Business

Response:

Initial Business Response

A very unfortunate and unusual sequence of events led up to this complaint and Lumens has resolved the issue with this customer and is working on steps to address the situation in the future. The customer ordered two matching table lamps. One shipped right away and the other was backordered. Note that we only charge the credit card as each item ships. We did not charge for both lamps when one shipped.

We have a policy of notifying a customer of a potential split shipment in these cases in advance so that they can choose to wait and 'ship complete' in order to have a matching, complete set of products. This also gives them the option of cancelling the order and re-selecting if the delay is problematic. Our standard protocol was not followed in this case and we are implementing a change in our system to tie our inventory information into the manufacturer's system. We are working on creating an alert to our customer service team prior to shipping partial.

To make this situation worse, what we expected to be a brief delay became an extended backorder with the manufacturer. At that point, the standard return timeframe had passed and the customer no longer had the original packing which is usually required in order for us to accept a return. After this was escalated to management we agreed to make an exception of course.

We sympathize with the plight of this customer and understand that not every situation can be addressed with 'standard policies and procedures'. Our Customer Service team is committed to complete satisfaction and we are working with our manufacturers to improve on our ability to predict and head off unexpected inventory outages.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Lumens Lighting has resolved this matter and has stated we will have the 2nd lamp delivered to us sometime in December 2013.

Review: Hello, I am [redacted] in [redacted]. First let me say that I am hearing impaired, therefore all communication must go through email.

My complaint involves a $4006.00 transaction with Lumens, as attached. This order originally consisted of 2, Gus Modern chairs and 1 desk. There have been customer service, delivery, pickup, warranty/guarantee issues with this Lumens order from the very beginning, all of which violate Lumens publicly posted policies. There has been so much communication with Lumens regarding this transaction that I could not possibly post or send the Revdex.com or Lumens all documentation. If you need to clarify something with me, then email me.

First, the chairs were delivered at which time the boxes and contents/chairs themselves were wet, holes in the boxes, no inner wrapping. The chairs were dropped off in the boxes, I did sign for delivery, however [redacted], the delivery person/company noted the damaged boxes/contents. Once I discovered the contents actual condition, I notified Lumens immediately by email and called [redacted] to come pick them back up/send them back to Lumens for credit. I made contact with [redacted] first; they stated that they would be back in 2 days to pick up the damaged contents and directed me to leave the chairs/boxes at my driveway, which I did. Lumens emailed me back soon thereafter and agreed that I made the right choice in contacting [redacted] to come pick up the chairs. They stated they would issue my debit card credit as soon as they were picked up.

By 12 noon, CST, 2 days later, the chairs were gone from my driveway and I assumed/trusted that [redacted] picked up the chairs. In questioning the matter, I then verified with [redacted] they did, in fact, pick up the damaged chairs and they said "yes, our delivery team picked them up". Conversely, Lumens stated via email that they never picked them up and would not issue credit despite the circumstances.

The desk, to date, was never delivered, however I did receive credit for that.....Desired Settlement: This Revdex.com system would not let me finish the "complaint description". Contact me via email for more information.

Even though Lumens has violated all their customer service/warranty/product guarantee policies, I am giving them 2 very reasonable choices in order that this dispute be closed.

#1. Lumens can issue my debit card credit for both Gus Modern chairs and delivery/[redacted] charges.

#2. Lumens can accept a new order with full credit for both chairs. I would pay beyond the credit amount.

Business

Response:

At Lumens, we try to address issues with deliveries as quickly and equitably as possible, and we have a rigorous procedure to do so. In the case of the damaged state of the Gus Chairs, that procedure was not followed. Here is the course of events:The customer stated that [redacted] delivered the product in a damaged state. The customer claims to have later contacted [redacted] to resolve the issue, against our explicit instructions. He stated that he called our third-party delivery agent directly multiple times, arranging pickup of the damaged items, which our agent cannot corroborate. The customer claimed the pickup occurred in his driveway, when he was not home. He agrees that he did not sign to release the product. [redacted] did not pick up the product, and subsequent inspections showed that the product never turned up at any [redacted] hub or the originating warehouse. The refund was denied on the basis that no documentation of that pickup transaction exists and the products have not been returned to our possession.