Restoration Lighting Gallery

In response to the complaint we
received on 3/12/
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My name is *** *** and I am the
General Manager at Restoration Lighting Gallery. The ownership and
management at Connecticut Lighting Centers & Restoration Lighting Gallery
take customer service very seriouslyEach customer is made aware of our lamp
shade exchange policy during the selection process and it is also printed on
the customers receipt and reiterated by the salesperson to the customer at the
conclusion of the transaction
Upon completion of the first repair
of (1) lamp, (2) lamp shades were purchased for (2) lamps that the customer had
and it was said by the customer that a second lamp would be brought in for
repair.
When the second lamp was brought in
on 1/25/2014, for repair, the lamp shades were also brought backAfter
reviewing our policy on lamp shade exchanges with the customer, we issued a
full merchandise credit with the understanding that the new repair would be
paid for with the merchandise credit and the full balance of that credit would
be refunded We made that refund on
2/8/
We are wondering where we fell down
in helping this customer; our store policy is “seven (7) day exchange or
merchandise credit”, we broke our policy and took back the lamp shades as well
as refunded the customer’s moneyWe did retain a portion of the refundable amount
($30.26) to pay for a repair the customer brought in to have done
I am attaching the copies of
all the receipts & correspondence that are associated with this complaint
All included attachments were sent to the customer via email & USPS
If there are any questions or I can
be of any assistance to you please contact me directly
*** ***

Complaint: [redacted]
-----Original Message-----
From: [redacted]
Sent: Tuesday, March 18, 2014 3:56 PM
To: [redacted]
Subject: ** Lighting Complaint Ref # [redacted]
Importance: High
Dear [redacted],
In response to the letter sent to me on Friday, March 14, I would like to indicate that [redacted] claims to take customer service very seriously but actually does not.   The agreement between my husband and the salesman was I quote " if you wife does not like the lamp shades bring them back within 7 days and I will give you a full refund NOT a store credit or merchandise credit."  They are practicing unfair business practices and this is unacceptable.  Mr. [redacted] indicated in his response that there was an understanding that we would bring in the second lamp for a "new" repair.  There was NEVER an understanding regarding that matter.  We were FORCED to bring in the second lamp for repair in order to receive the credit refund on our account.  
Please validate this complaint on ** Lighting.   It is apparent that Mr. [redacted] is trying to cover up the fact that the company deceived us with providing a refund on the lamp shades and intent was to make a sale no matter what the cost.
 
I am providing this information as to be truthful and knowingly been taken advantage of by CT Lighting.
Thank you.
[redacted]

Review: My husband in December brought a lamp to the Light Centering to be fixed.

At the time he picked up the lamp, he saw two lamp shades that he thought

I would like but noticed their return policy that all items could only

be returned for store credit only so he was hesitant to purchase them

due to if it wasn't something I liked he wouldn't be able to get a refund.

The salesman made him a deal he could buy them to take home and show me and

if I didn't like them and he brought them back within 7 days he would get a

full refund. He purchased them for $155.71. When he went to return them

because I did not like them, they went back on their deal and would not

refund the money. We had another lamp that also needed to be fixed but

were going to bring it at a later time. He was basically forced by the

manager that if we got the other lamp fixed he would take off the difference

and refund that back. I feel this is unfair business practices and we pretty

much had to have the other lamp fixed in order to get part of our money back.They

refunded us $86.

Thank you.

[redacted]Desired Settlement: See above

Business

Response: