Owens Garage

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].

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]

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.

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.

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.

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 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.