Owens Garage

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

Thank you for bringing this to our attentionWe have moved forward in refunding the additional $back to your [redacted] account, from your original deposit of $Currently, the only outstanding item on your order is the free 'Hassock Fan' that was shipped out to you, reflecting the balance of $A free of charge return label was issued to you on 6/6/to return this product backPlease 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 meHOWEVER, I should not require intervention by Revdex.com to get response

Thank you for your inquiryThe 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 supplierShe submitted images and we took them to the manufacturerThe manufacturer confirmed that the finish was the Antique BrassAfter relaying this assessment to the customer, she insisted that the assessment was incorrect and the product was finished with Polished BrassThe product is not manufactured in any other finishesAll 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

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 companyLumens.com has been in business for more than years, and we never intend to mislead any potential customerWhile 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 understoodWhile 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 facedWe hope that in the end, this resolution was satisfactory for her, and that she feels heard and understood

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+ yearsI do not question his qualifications.I want a refund on the defective concrete pendant, not a store creditI have been able to deal directly with the Wind River company and have received a replacement fan already, which was resolved with one telephone callTech lighting is making me work with LumensThey have verbally agreed that the tilt of the pendant is like a problem with the casting of the concrete causing the weight to be offGiven that that is a possible problem again, I just want to return the item for a full refundI do not want to continue to deal with any further Lumens customer service and just want a full refundI 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,***

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 BBB. On September 6, I came back to work. I received no emails or telephone messages from ***. I saw the BBB complaint. I didn’t realize I should have written a response to the BBB 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

Business Response “Thank you for bringing this situation to our attention*** should not have had to deal with this problem in the first place, and we are disappointed that his experience was not as we promised. As an explanation, for orders where shipments will be delivered to Canada,
brokerage fees are covered in full by Lumens.com for UPS parcel shipments onlyWe rely on our shippers to use the correct shipment methods in order to prevent a brokerage fee from being applied to the UPS invoice at the time of arrival for your order, however this did not happen as expected for ***’s orderWhile our agent did explain the correct procedure once this mistake was brought to our attention and *** should have been able to move away from it while we resolved this through our proper channels, it appears there was not a clear resolution from us and our shipper, to UPS and ***, seeing that he was still expected to pay for this brokerage months laterWith this knowledge, we have since changed our internal customer service procedure, in so that our customers will not be faced with this problem again in the future. Since this situation occurred, we contacted the customer on 3/15/2017, and have detailed an alternate resolution to him in order to cover these costs associatedPlease reach out to us if there are any further issues that we can address.”

I am rejecting this response because: 1) OK, if the Meurice sconces are only made in an antique finish then I HAVE DEFECTIVE SCONCESMy Meurice Chandelier in antique brass was purchased and received at the same time as the sconces. It is VERY APPARENT in the pictures I sent to Lumens that they DO NOT HAVE THE SAME FINISH but Lumens chose to deny this. 2) As I explained to Lumens: I did not receive the sconces and chandelier until it was too late to have them installed before I left for Florida. I live in a small town and electricians are in short supply. I would think a reputable company would give me some leeway in this case.3) Lumens has stonewalled me from the very beginning of this dispute. I am now stuck with sconces I can't use. The cost and installation amounted to over $1500. If I order new sconces from Lumens it will cost another $and even then I can't be assured I will get the same antique finish.4) Lumens is a totally unreliable and untrustworthy business: a) It took days and a letter from Better Business to get a response from Lumens b) Lumens LIED to Better Business regarding emails that don't exist. c)*** ***, Incguaranteed the sconces on 12/2/15. It should take some responbility for this debacle

In reading the statement of this problem, it's apparent that there was a clear lack of communication on our end at Lumens.com, to our client, ***While issues can arise with products sent from our many manufacturers, it is ultimately our responsibility to own the communication, and make sure that
our customers are completely aware of what the next steps are to retrieve replacement parts, and to be informed on any additional delays and concerns. With this issue being brought to our attention, we are thankful that *** reached out to us to identify a concern that was not brought to management's attention as we would expectI have verified that *** received the parts finally, and we have issued $as a refund directly to her for the inconveniences caused within this purchase. Thank you for your patience and understanding throughout this problem, and I assure you that we are learning throughout this to better improve our communication and expectations to our customers.Sincerely,*** ***Manager, Lumens Customer Service Division

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

Thank you for your replyWe are sorry that you are unhappy with product you purchased, but the facts in this situation put us in an intractable positionThe first issue is that the product is not manufactured in any other finishAll Meurice Sconces by *** *** look exactly like this fixture, so replacement would not improve this situationAdditionally, the product was delivered on 12/17/and in the intervening months prior to receiving the complaint, had been installedIn our Terms and Conditions, we ask that customers report issues with products within days of receipt and retain all packagingWe also state that we cannot accept the return of installed itemsWe are very sorry that we cannot resolve this situation in a manner you deem satisfactoryGiven that the problem was brought to our attention so far outside the terms of our posted policy, and the items are no longer in their original, uninstalled condition, we simply cannot take any further action

Thank you for bringing this situation to our attentionWe have researched the issue brought to our attention, and cringe in hearing about this experienceThis is not the kind of service our customers should expectAn error in shipping occurred where you received a duplicate of an item that you
ordered, instead of the correct Solium Floor LampWe've created a warranty replacement to have the Solium Floor Lamp shipped out to you again, and are now awaiting on the manufacturer to ship this to you directlyOur supervisor has tried to contact you recently, and the customer service manager is aware of the situationYou should not have to pay any return costs on an item that was incorrectly shipped to you, and you should expect much more timely responses to issues brought to our attention at Lumens.comPlease contact our customer service manager, *** ***, directly to discuss this further, by emailing to ***@lumens.com or by calling ***He will also be trying to contact you by phone and email tomorrow

Hi ***, I'm sorry that you never received this return labelWe verified that the email was sent out to you on 6/6/at 10:am PST from one of our representatives, forwarding the initial email with the return label from 6/5/This email was sent to: *** I'm unsure on why this never arrived to you, however we are re-sending this email to both email addresses provided, and the attachment will have the return label for your useWe confirmed that this label is not expired, and you can use it straight awayPlease let us know if you have any further questions or concerns. In reference to:I am rejecting this response because:No return label was sent to me. I have received emails from this company so I know my email address works. I gave them a second address to send it to as well just in case, and did not receive it at that email either.A return label needs to be emailed to both *** and l***

I write to notify you that Lumens, the subject of complaint #12043809, finally issued my refund - albeit days after receiving the returned product

The receipt submitted by Mr*** is for delivery of productNo one has disputed the product was deliveredMr*** acknowledges that he was not home when the furniture was taken from his driveway ***, the trucking company, has no record of either a request to pick up or actually picking up from Mr***They do not accept verbal orders directly from our customers as the account is with Lumens and there are well established processes Unfortunately, it is possible the furniture was left on the driveway and someone may have believed it was being given away or simply stole it In that case, the claim should be against Mr***'s homeowners (or renters) insurance.Since Mr*** has reiterated that he has submitted a complaint with the ** *** *** Office as well as his credit card company, we regret we can no longer respond to Revdex.com inquiries on this matter. Sincerely, *** ***

I am rejecting this response because:No return label was sent to me. I have received emails from this company so I know my email address works. I gave them a second address to send it to as well just in case, and did not receive it at that email either.A return label needs to be emailed to both *** and ***

Hi ***,We will refund *** ***s money on the concrete pendant no problem. I will have an email sent over to him with Call Tags for him to print out and put on the box and contact the Courier to pick up the light at his convenience. Thank you for your help in this matter and I am sorry Jose feels that way about our interactionI do want to resolve this situation. *** ***

In reading the statement of this problem, it's apparent that there was a clear lack of communication on our end at Lumens.com, to our client, ***While issues can arise with products sent from our many manufacturers, it is ultimately our responsibility to own the communication, and make sure that our customers are completely aware of what the next steps are to retrieve replacement parts, and to be informed on any additional delays and concerns. With this issue being brought to our attention, we are thankful that *** reached out to us to identify a concern that was not brought to management's attention as we would expectI have verified that *** received the parts finally, and we have issued $as a refund directly to her for the inconveniences caused within this purchase. Thank you for your patience and understanding throughout this problem, and I assure you that we are learning throughout this to better improve our communication and expectations to our customers.Sincerely,*** ***Manager, Lumens Customer Service Division

Thank you for your inquiryPer our records, the customer did contact us to cancel this order in full on 12/3/We advised that her via email on 12/7/that her order could not be cancelled because an item had already shipped She then made contact with us on 12/12/2016, advising Lumens
that she would like to start a return for the one sconce receivedShe was charged for the full amount of her order, $469.92, and we did state that her refund of $would be submitted before receiving her shipped item back, as she never received these other two sconcesThere was a delay within our accounting department which caused this refund to not be submitted until 12/27/This delay in refunding is not a standard practice of Lumens, and this is being reviewed by management within the business