The Going Group

Do not buy anything from this company! I have been struggling for weeks to return a damaged chandelier. They are refusing to accept the return, after requiring photos (two rounds of them) to show the chandelier hanging crooked and bent from the ceiling. Since they order from another manufacturer (they told me) they will not accept a return. They told me that I'd screwed the threads in wrong -- even though the chandelier came already assembled where the threads were bad. I've seen other reviews about this -- so buyer beware!

The customer from order [redacted] , [redacted] contacted us upon receipt of his order [redacted] Tiffany Lighting 20.5"W Nouveau Cone Pendant ) and informed us that his item arrived defectiveWe asked the customer to email us pictures of what he received so we could best assist him with this issueCustomer emailed us pictures, and we promptly contacted our supplier/manufacturer to see how we could resolve this issueAs indicated by the pictures, the shade appeared to be bent out of shapeWe immediately contacted [redacted] and informed him that we would re-ship him the shade at no charge, and include a call tag for the defective shade so it could be shipped back to the manufacturer, at no extra cost [redacted] indicated that he would rather not receive a replacement- he would prefer a full refundAs this was processed as a re-ship and not a refund, we indicated to him that we would have to re-process this as he requested, and we would refund him in full [redacted] asked if we would cover the shipping of the entire fixture (not just the shade as per the previous arrangement), and we said we would contact the manufacturer and get right back to him, but that this should not be a problem, as our policy with regards to damages generally extends to providing return shipping in the case of damages or defects [redacted] instead went to [redacted] and wanted to ship the product back on his own accordWhen he was told at [redacted] that the cost of the return would be upwards of $70, he called the manufacturer direct from the [redacted] store and asked for assistance [redacted] , manager at ***, told him that they could provide a call tag, but it could not be done while he was at the [redacted] store [redacted] instead shipped it right then, as he did not want to bring the product back home and then have to potentially bring it back to [redacted] later onHe then asked to be reimbursed for this cost of shippingWe would not cover his cost of shipping, as we cannot have customers choosing their own method of shipping, often double or triple the cost of our commercial rates with various shippersWe were willing to provide a pre-paid label, but cannot reimburse for his shipping costs, as we cannot be expected to reimburse customers when they choose to ship the product back own their ownAlso, as this product was shipped directly from the manufacturer and was defective, the prepaid label/call tag would generally be sent by the manufacturer at their expenseWe did promptly refund [redacted] the entire purchase price of $In addition, we did cover the original cost of shipping to [redacted] , and we were not refunded this shipping cost from the manufacturer despite the fact that the product shipped to our customer was defective

Complaint: [redacted] I am rejecting this response because: Thank you for contacting the [redacted] regarding this issue on my behalfIn reviewing the response from The [redacted] it is apparent to me that this was not written by the representative that handled the problemI would ask that you review the e-mail thread belowI believe that it is clear that I inquired about a call tag on September 12th with a response from [redacted] the same day advising me to send the pendant back to [redacted] with no mention of a call tag and that once the shipment was received I would be credited for the full amount When I arrived at the [redacted] store and was told the shipping cost I called the manufacturer to see if they could issue a call tag thinking it would be less expensive for the [redacted] ***The person I spoke with at the manufacturer didn't know and couldn't find anything on the transaction even though I furnished the return authorization number and therefor couldn't help with the requestSo there I am at the [redacted] store with this pound box and went ahead and sent in accordance with the instructions from the [redacted] ***Funny thing was [redacted] knocked on my door the following afternoon with a call tagHere I was trying to do what I thought was a good deed to save them some money and I end up with all this I will look forward to hearing from you and again thanks for your help [redacted] From: [redacted] To: [redacted] Subject: RE: going lighting order #: [redacted] Date: Fri, Sep 12:59:-[redacted] I have checked with [redacted] and the pendant was received by [redacted] on Friday September 19th by [redacted] Reference number of [redacted] was clearly marked on the boxI have a credit due me of $which includes the shipping cost of $Prior to sending this e-mail I checked my [redacted] account and no credit was posted as yetKindly credit my account as promised including said shipping cost I will check with you later today Thanks, [redacted] From: [redacted] To: [redacted] Date: Fri, Sep 11:47:- Subject: going lighting order #: [redacted] Good Afternoon, I'm sorry that we didn't get back to you soonerWe did receive a conformation for your returnPlease ship the pendant back to [redacted] at: [redacted] Once the shipment is received you will be credited for the full amountPlease reference your return authorization # on the boxYour reference # is [redacted] Have a wonderful weekend! *** Regards, [redacted]

Ordered a lamp on June 3, 2019, received it 17 days later. Apparently someone forgot to place the order with the manufacturer. Their communications trail is awful, not what you would expect from a company selling merchandise online. I called after 4 days, but their office was closed (on a Friday morning); sent an email and they did respond on Monday, saying they had a problem with their computer system. I think someone took the laptop home and misplaced it. 17 day turnaround time in the age of same or next day delivery from Amazon is not only annoying and unreasonable, to me it's an indicator of a company that may not stay in business very long.

H* ***, This is in response to complaint *** With all due respect to our customer from order # ***, the email thread included in his response are not reflective of the actual chain of eventsThere were several phone conversations and emails between Sept 12th and Sept26th with the customer regarding the process of setting up the prepaid returnAs noted previously, we had originally processed this request to just re-ship the defective shadeOnce he indicated that he wanted to return the entire fixture, we told him we would get right back to him, as the return request had to be processed differentlyHe did not wait for us to provide him with a prepaid return label (as we would do per our policy with damages/defects, and even according to him we actually did make that arrangement as he stated that *** showed up at his door the next day with a prepaid call tag)That being said, as an act of goodwill, we are willing to reimburse him half of his shipping costsHe has stated that the cost was $79.68, so we will reimburse him $Please be advised that since his credit card was refunded for the full amount of the purchase, there is no way for us to refund his credit cardSo instead, we will issue a check for that amount, payable directly to himThank you ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards, *** ***

The customer from order [redacted], [redacted] contacted us upon receipt of his order [redacted] Tiffany Lighting 17580 20.5"W Nouveau Cone Pendant ) and informed us that his item arrived defective. We asked the customer to email us pictures of what he...

received so we could best assist him with this issue. Customer emailed us pictures, and we promptly contacted our supplier/manufacturer to see how we could resolve this issue. As indicated by the pictures, the shade appeared to be bent out of shape. We immediately contacted [redacted] and informed him that we would re-ship him the shade at no charge, and include a call tag for the defective shade so it could be shipped back to the manufacturer, at no extra cost. [redacted] indicated that he would rather not receive a replacement- he would prefer a full refund. As this was processed as a re-ship and not a refund, we indicated to him that we would have to re-process this as he requested, and we would refund him in full. [redacted] asked if we would cover the shipping of the entire fixture (not just the shade as per the previous arrangement), and we said we would contact the manufacturer and get right back to him, but that this should not be a problem, as our policy with regards to damages generally extends to providing return shipping in the case of damages or defects. [redacted] instead went to [redacted] and wanted to ship the product back on his own accord. When he was told at [redacted] that the cost of the return would be upwards of $70, he called the manufacturer direct from the [redacted] store and asked for assistance. [redacted], manager at [redacted], told him that they could provide a call tag, but it could not be done while he was at the [redacted] store. [redacted] instead shipped it right then, as he did not want to bring the product back home and then have to potentially bring it back to [redacted] later on. He then asked to be reimbursed for this cost of shipping. We would not cover his cost of shipping, as we cannot have customers choosing their own method of shipping, often double or triple the cost of our commercial rates with various shippers. We were willing to provide a pre-paid label, but cannot reimburse for his shipping costs, as we cannot be expected to reimburse customers when they choose to ship the product back own their own. Also, as this product was shipped directly from the manufacturer and was defective, the prepaid label/call tag would generally be sent by the manufacturer at their expense. We did promptly refund [redacted] the entire purchase price of $215.28. In addition, we did cover the original cost of shipping to [redacted], and we were not refunded this shipping cost from the manufacturer despite the fact that the product shipped to our customer was defective.

Complaint: 1[redacted]
I am rejecting this response because:
Thank you for contacting the [redacted] regarding this issue on my behalf. In reviewing the response from The [redacted] it is apparent to me that this was not written by the representative that handled the problem. I would ask that you review the e-mail thread below. I believe that it is clear that I inquired about a call tag on September 12th with a response from [redacted] the same day advising me to send the pendant back to [redacted] with no mention of a call tag and that once the shipment was received I would be credited for the full amount.
When I arrived at the [redacted] store and was told the shipping cost I called the manufacturer to see if they could issue a call tag thinking it would be less expensive for the [redacted]. The person I spoke with at the manufacturer didn't know and couldn't find anything on the transaction even though I furnished the return authorization number and therefor couldn't help with the request. So there I am at the [redacted] store with this 20 pound box and went ahead and sent in accordance with the instructions from the [redacted]. Funny thing was [redacted] knocked on my door the following afternoon with a call tag. Here I was trying to do what I thought was a good deed to save them some money and I end up with all this. 
I will look forward to hearing from you and again thanks for your help.
[redacted] 
From: [redacted]
To: [redacted]
Subject: RE: going lighting order #:[redacted]
Date: Fri, 26 Sep 2014 12:59:55 -0400[redacted]I have checked with [redacted] and the pendant was received by [redacted] on Friday September 19th by [redacted] Reference number of [redacted]1 was clearly marked on the box. I have a credit due me of $294.96 which includes the shipping cost of $79.68. Prior to sending this e-mail I checked my [redacted] account and no credit was posted as yet. Kindly credit my account as promised including said shipping cost. 
I will check with you later today.
Thanks,
[redacted]
From: [redacted]
To: [redacted]
Date: Fri, 12 Sep 2014 11:47:10 -0500
Subject: going lighting order #:[redacted]
Good Afternoon,
I'm sorry that we didn't get back to you sooner. We did receive a conformation for your return. Please ship the pendant back to [redacted] at:[redacted]
Once the shipment is received you will be credited for the full amount. Please reference your return authorization # on the box. Your reference # is [redacted] 
Have a wonderful weekend!
[redacted] 
Regards,[redacted]

Review: Product delivered damaged. After photos were provided provided agreed to refund the purchase price once the product return was verified. At the time of the conversation the customer service person was asked if a call tag would be issued advising that it was not necessary and that I would be reimbursed. This was followed up with an e-mail confirming where to send the item, to reference the return authorization on the box and that credit would be issued for the full amount. The cost of the return was $79.68. Discussions have been held with the customer service person as well as a supervisor who refuses to cover the expense.Desired Settlement: Reimbursement for shipping of $79.68

Business

Response:

The customer from order [redacted] contacted us upon receipt of his order [redacted] Tiffany Lighting 17580 20.5"W Nouveau Cone Pendant ) and informed us that his item arrived defective. We asked the customer to email us pictures of what he received so we could best assist him with this issue. Customer emailed us pictures, and we promptly contacted our supplier/manufacturer to see how we could resolve this issue. As indicated by the pictures, the shade appeared to be bent out of shape. We immediately contacted [redacted] and informed him that we would re-ship him the shade at no charge, and include a call tag for the defective shade so it could be shipped back to the manufacturer, at no extra cost. [redacted] indicated that he would rather not receive a replacement- he would prefer a full refund. As this was processed as a re-ship and not a refund, we indicated to him that we would have to re-process this as he requested, and we would refund him in full. [redacted] asked if we would cover the shipping of the entire fixture (not just the shade as per the previous arrangement), and we said we would contact the manufacturer and get right back to him, but that this should not be a problem, as our policy with regards to damages generally extends to providing return shipping in the case of damages or defects. [redacted] instead went to [redacted] and wanted to ship the product back on his own accord. When he was told at [redacted] that the cost of the return would be upwards of $70, he called the manufacturer direct from the [redacted] store and asked for assistance. [redacted], manager at [redacted], told him that they could provide a call tag, but it could not be done while he was at the [redacted] store. [redacted] instead shipped it right then, as he did not want to bring the product back home and then have to potentially bring it back to [redacted] later on. He then asked to be reimbursed for this cost of shipping. We would not cover his cost of shipping, as we cannot have customers choosing their own method of shipping, often double or triple the cost of our commercial rates with various shippers. We were willing to provide a pre-paid label, but cannot reimburse for his shipping costs, as we cannot be expected to reimburse customers when they choose to ship the product back own their own. Also, as this product was shipped directly from the manufacturer and was defective, the prepaid label/call tag would generally be sent by the manufacturer at their expense. We did promptly refund [redacted] the entire purchase price of $215.28. In addition, we did cover the original cost of shipping to [redacted], and we were not refunded this shipping cost from the manufacturer despite the fact that the product shipped to our customer was defective.

Consumer

Response:

Review: 1[redacted]

I am rejecting this response because:

Thank you for contacting the [redacted] regarding this issue on my behalf. In reviewing the response from The [redacted] it is apparent to me that this was not written by the representative that handled the problem. I would ask that you review the e-mail thread below. I believe that it is clear that I inquired about a call tag on September 12th with a response from [redacted] the same day advising me to send the pendant back to [redacted] with no mention of a call tag and that once the shipment was received I would be credited for the full amount.