The Lighting Outlet NY

Re: Case #: [redacted] Response On July **, 2014, [redacted] purchased a chandelier on our website, [redacted] (order # [redacted] )On August *, 2014, [redacted] contacted us through our website contact form stating the following: [redacted] On the same day, ***, a Customer Service representative replied to [redacted] 's message with the following response: Hello [redacted] , Thank you for your messageWe are shocked to hear that your item arrived with manufacturer defects and we do apologizeThis item does have a high-feedback rating and we regret to hear that it is not up to the quality standards from this manufacturerPlease provide us with photos showing us the defects of the item so we can complete your request for you promptlySince you cannot email photos in this service, please send us a separate email in response to [redacted] and reference your order # [redacted] in the subject lineWe have already noted your account and will be expecting these photos from you shortly Thank you The same day, August *, 2014, at 11:PM the customer emailed our general Customer Service inbox with photos showing the damage to the chandelier received [redacted] also complained that the item seemed to be defective since the product was missing components inside the box As this complaint seemed like a quality control and/or damage issue, our team reached out to the manufacturer to investigate this matter furtherLess than hours later, [redacted] emailed us again stating the following: Just following up on this requestPlease reply by end of day tomorrow with a resolutionIf I don't hear back, I will contact my credit card company and contest the charge with them on the basis of fraud and the inability to return this defective item A representative responded by email to [redacted] on August *, apologizing for receiving an item with these defects/damages, and agreed that the product should never have been shipped with this qualityWe explained to [redacted] that this product has a very high feedback rate, and this is not the quality or service that our customers deserveWe advised the customer that a prepaid return label should be approved and sent to her within the next 1-business days and assured her this matter was being handled with the utmost urgencyOur representative also mentioned to [redacted] the following that we have confirmed a brand new and fully-inspected chandelier could be shipped expedited the following dayWe confirmed that all components were intact, not missing parts or components and has the lustrous polished nickel metal finish that is pictured in this productWe also offered to provide [redacted] with photos of this new unit before shipping the product, if necessary [redacted] responded August *, that she preferred to receive a full refund and not receive an exchangeOn August **, we emailed [redacted] advising it will be a few days until the item is either picked up from [redacted] at her location, or that a return label is issuedWe also confirmed our Return Policy that a restocking fee would apply towards the return, as she was refusing a replacement, and the credit would be treated as a standard returnUnder the "Items Received Damaged or Defective" section of our company's Return Policy ( [redacted] ) as advertised on our website states: "Many of our products are fragile and may sustain damage during shipping, even if the carton appears to be in good conditionIf you have received a product with damaged components due to improper courier handling (ie: crystals broken, glass shattered, etc.) we will gladly replace such parts free of charge." "If you choose to refuse replacement parts/goods to complete your item, the return will be subject to our standard return policyNO exceptions." The customer at this point accused our company of fraud and advised that they are contesting the full charge with their credit card and filing complaints with Revdex.com (hence this one and only complaint against our company)We did have [redacted] pick up the package on August **, however the customer was not home for [redacted] to accept the returned box [redacted] contacted us via email to advise that a [redacted] doortag was left, and that they would re-attempt the following day to make another effort to pithe merchandise [redacted] did pithe package and was returned back to our facilityA refund was not issued, as the customer already disputed the credit card charge with their credit card company before the merchandise was even picked up, not allowing us proper time to receive the return back and crediting the customer accordinglyAt this time, the customer no longer has the merchandise and has their full amount of the order reimbursed We did provide immediate communication, as well as offering this customer assistance to our highest efforts of rectifying this situation timelyUnfortunately, the product that the customer received was not inspected as it should have been before it shipped, and we acknowledge this-- we did offer this customer assistance to our highest efforts of offering an immediate replacement of the product received damaged/defective with no charges they would incur [redacted]

At this time, I have been contacted directly by The Lighting Outlet NY regarding complaint ID [redacted] , however my complaint has NOT been resolved because: [Your Answer Here] I repeatedly called The Lighting Outlet, so I was in touch with them While they initially told me I could not return the item, even though the website indicated otherwise, they later told me I could return the item with a percent restocking fee That was not acceptable to me, so I decided to keep the item and allow my payment to them to go through While not wholly satisfied, I am dropping the matter, have paid for the item, have gone elsewhere to purchase other like items, and will never do business with this company again Their website is misleading at best [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:
At this time, I have not been contacted by The Lighting Outlet NY regarding complaint ID ***However, they contacted *** - the shipper - and filed a damage complaint with them stating that *** damaged the chandelier,
which is untrueThe chandleier was packed up and *** picked it up*** noted on their records that the chandlier was not damged in shipping
Sincerely,
*** ***

At this time, I have been contacted directly by The Lighting Outlet NY regarding complaint ID [redacted], however my complaint has NOT been resolved because:...


[Your Answer Here]
 I repeatedly called The Lighting Outlet, so I was in touch with them.  While they initially told me I could not return the item, even though the website indicated otherwise, they later told me I could return the item with a 25 percent restocking fee.  That was not acceptable to me, so I decided to keep the item and allow my payment to them to go through.  While not wholly satisfied, I am dropping the matter, have paid for the item, have gone elsewhere to purchase other like items, and will never do business with this company again.  Their website is misleading at best.
[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Re: Case #: [redacted] Response   On July **, 2014, [redacted] purchased a chandelier on our website, [redacted] (order # [redacted]). On August *, 2014, [redacted] contacted us through our website contact form stating the following:   [redacted]   On the same day, [redacted], a Customer Service representative replied to [redacted]'s message with the following response:   Hello [redacted],    Thank you for your message. We are shocked to hear that your item arrived with manufacturer defects and we do apologize. This item does have a high-feedback rating and we regret to hear that it is not up to the quality standards from this manufacturer. Please provide us with photos showing us the defects of the item so we can complete your request for you promptly. Since you cannot email photos in this service, please send us a separate email in response to [redacted] and reference your order # [redacted] in the subject line. We have already noted your account and will be expecting these photos from you shortly.    Thank you.   The same day, August *, 2014, at 11:00 PM the customer emailed our general Customer Service inbox with photos showing the damage to the chandelier received. [redacted] also complained that the item seemed to be defective since the product was missing components inside the box.  As this complaint seemed like a quality control and/or damage issue, our team reached out to the manufacturer to investigate this matter further. Less than 24 hours later, [redacted] emailed us again stating the following:  Just following up on this request. Please reply by end of day tomorrow with a resolution. If I don't hear back, I will contact my credit card company and contest the charge with them on the basis of fraud and the inability to return this defective item.    A representative responded by email to [redacted] on August *, 2014 apologizing for receiving an item with these defects/damages, and agreed that the product should never have been shipped with this quality. We explained to [redacted] that this product has a very high feedback rate, and this is not the quality or service that our customers deserve. We advised the customer that a prepaid return label should be approved and sent to her within the next 1-3 business days and assured her this matter was being handled with the utmost urgency. Our representative also mentioned to [redacted] the following that we have confirmed a brand new and fully-inspected chandelier could be shipped expedited the following day. We confirmed that all components were intact, not missing parts or components and has the lustrous polished nickel metal finish that is pictured in this product. We also offered to provide [redacted] with photos of this new unit before shipping the product, if necessary.    [redacted] responded August *, 2014 that she preferred to receive a full refund and not receive an exchange. On August **, 2014 we emailed [redacted] advising it will be a few days until the item is either picked up from [redacted] at her location, or that a return label is issued. We also confirmed our Return Policy that a restocking fee would apply towards the return, as she was refusing a replacement, and the credit would be treated as a standard return. Under the "Items Received Damaged or Defective" section of our company's Return Policy ([redacted]) as advertised on our website states: "Many of our products are fragile and may sustain damage during shipping, even if the carton appears to be in good condition. If you have received a product with damaged components due to improper courier handling (ie: crystals broken, glass shattered, etc.) we will gladly replace such parts free of charge." .... "If you choose to refuse replacement parts/goods to complete your item, the return will be subject to our standard return policy. NO exceptions."   The customer at this point accused our company of fraud and advised that they are contesting the full charge with their credit card and filing complaints with Revdex.com (hence this one and only complaint against our company). We did have [redacted] pick up the package on August **, 2014 however the customer was not home for [redacted] to accept the returned box. [redacted] contacted us via email to advise that a [redacted] doortag was left, and that they would re-attempt the following day to make another effort to pick-up the merchandise. [redacted] did pick-up the package and was returned back to our facility. A refund was not issued, as the customer already disputed the credit card charge with their credit card company before the merchandise was even picked up, not allowing us proper time to receive the return back and crediting the customer accordingly. At this time, the customer no longer has the merchandise and has their full amount of the order reimbursed.   We did provide immediate communication, as well as offering this customer assistance to our highest efforts of rectifying this situation timely. Unfortunately, the product that the customer received was not inspected as it should have been before it shipped, and we acknowledge this-- we did offer this customer assistance to our highest efforts of offering an immediate replacement of the product received damaged/defective with no charges they would incur.    [redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding The Lighting Outlet NY has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,[redacted]

Review: On July **, 2014 I purchased a chandelier online. The chandelier was described on the website as: This openwork round globe of iron, finished in polished nickel, is built around a sparkling crystal uplight chandelier. The inner chandelier features clear glass arms along with precision-cut and polished clear crystals which sparkle for days on end. With its delicate, yet masculine looks-- this iron orb chandelier will bring a bit of old Hollywood glamour to any home decor. The Urban Classic Collection is finished in either Polished Nickel or Rustic Intent Bronze. Polished nickel finish Crystal chandelier set inside orb, Clear precision-cut crystal for superior light refraction. I received the chandelier on August [redacted]. When I opened the box, I discovered that the item I received was severely damaged and was not the item described on the website. The chandelier I received is rusted to the point that the rust is flaking off of the frame. It is pitted, scratched, missing components and has oxidized rust running down one side of the fixture. The chandelier is also described as having a crystal uplight with glass arms. The one I received has no uplight and chrome arms with plastic flowers attached to them. This is absolutely not what was described on the website. After sending pictures, the company acknowledged the chandelier was severely damaged and offered a free shipping return label (yet to be sent to me) and an exchange for the same chandelier. I declined stating that the product was not only damaged, but also misrepresented. The company then stated they would charge me a 25% restocking fee because I refused an exchange. I explained again that the item was misrepresented. If it would have just been an issue of a defective product, I would have exchanged it. However, I am unwilling to accept their subpar substitution. The customer service rep (they will not supply a name) will not give me contact information to speak with a manager nor are they forwarding my requests on to speak with one.Desired Settlement: I'd like to return this chandelier. I don't believe I should pay for return shipping when the item was clearly damaged. I don't believe I should pay a restocking fee for a misrepresented and mislabeled product, so I would like that waived as well. I just want this thing that is losing rust all over my house to be out of my house. I can provide e-mail documentation, pictures and communication excerpts if needed. Thank-you for any assistance you can provide.

Consumer

Response:

At this time, I have not been contacted by The Lighting Outlet NY regarding complaint ID [redacted]. However, they contacted [redacted] - the shipper - and filed a damage complaint with them stating that [redacted] damaged the chandelier, which is untrue. The chandleier was packed up and [redacted] picked it up. [redacted] noted on their records that the chandlier was not damged in shipping.

Sincerely,

Business

Response:

Re: Case #: [redacted] Response On July **, 2014, [redacted] purchased a chandelier on our website, [redacted] (order # [redacted]). On August *, 2014, [redacted] contacted us through our website contact form stating the following: [redacted] On the same day, [redacted], a Customer Service representative replied to [redacted]'s message with the following response: Hello [redacted], Thank you for your message. We are shocked to hear that your item arrived with manufacturer defects and we do apologize. This item does have a high-feedback rating and we regret to hear that it is not up to the quality standards from this manufacturer. Please provide us with photos showing us the defects of the item so we can complete your request for you promptly. Since you cannot email photos in this service, please send us a separate email in response to [redacted] and reference your order # [redacted] in the subject line. We have already noted your account and will be expecting these photos from you shortly. Thank you. The same day, August *, 2014, at 11:00 PM the customer emailed our general Customer Service inbox with photos showing the damage to the chandelier received. [redacted] also complained that the item seemed to be defective since the product was missing components inside the box. As this complaint seemed like a quality control and/or damage issue, our team reached out to the manufacturer to investigate this matter further. Less than 24 hours later, [redacted] emailed us again stating the following: Just following up on this request. Please reply by end of day tomorrow with a resolution. If I don't hear back, I will contact my credit card company and contest the charge with them on the basis of fraud and the inability to return this defective item. A representative responded by email to [redacted] on August *, 2014 apologizing for receiving an item with these defects/damages, and agreed that the product should never have been shipped with this quality. We explained to [redacted] that this product has a very high feedback rate, and this is not the quality or service that our customers deserve. We advised the customer that a prepaid return label should be approved and sent to her within the next 1-3 business days and assured her this matter was being handled with the utmost urgency. Our representative also mentioned to [redacted] the following that we have confirmed a brand new and fully-inspected chandelier could be shipped expedited the following day. We confirmed that all components were intact, not missing parts or components and has the lustrous polished nickel metal finish that is pictured in this product. We also offered to provide [redacted] with photos of this new unit before shipping the product, if necessary. [redacted] responded August *, 2014 that she preferred to receive a full refund and not receive an exchange. On August **, 2014 we emailed [redacted] advising it will be a few days until the item is either picked up from [redacted] at her location, or that a return label is issued. We also confirmed our Return Policy that a restocking fee would apply towards the return, as she was refusing a replacement, and the credit would be treated as a standard return. Under the "Items Received Damaged or Defective" section of our company's Return Policy ([redacted]) as advertised on our website states: "Many of our products are fragile and may sustain damage during shipping, even if the carton appears to be in good condition. If you have received a product with damaged components due to improper courier handling (ie: crystals broken, glass shattered, etc.) we will gladly replace such parts free of charge." .... "If you choose to refuse replacement parts/goods to complete your item, the return will be subject to our standard return policy. NO exceptions." The customer at this point accused our company of fraud and advised that they are contesting the full charge with their credit card and filing complaints with Revdex.com (hence this one and only complaint against our company). We did have [redacted] pick up the package on August **, 2014 however the customer was not home for [redacted] to accept the returned box. [redacted] contacted us via email to advise that a [redacted] doortag was left, and that they would re-attempt the following day to make another effort to pick-up the merchandise. [redacted] did pick-up the package and was returned back to our facility. A refund was not issued, as the customer already disputed the credit card charge with their credit card company before the merchandise was even picked up, not allowing us proper time to receive the return back and crediting the customer accordingly. At this time, the customer no longer has the merchandise and has their full amount of the order reimbursed. We did provide immediate communication, as well as offering this customer assistance to our highest efforts of rectifying this situation timely. Unfortunately, the product that the customer received was not inspected as it should have been before it shipped, and we acknowledge this-- we did offer this customer assistance to our highest efforts of offering an immediate replacement of the product received damaged/defective with no charges they would incur. [redacted]

Review: On 12**14 I placed an order for a wooden bench. Item was received on 01**15 and was damaged. I immediately contacted their customer service department via email to report the damage and to find out how to get a replacement item. They requested I take pictures of the box and damaged item and email them. I did that the same day and waited for instructions. They contacted [redacted] to pickup item. [redacted] picked up item on 1/** and delivered the same item to be on 1/**. I had to contact [redacted] and NYLighting company with the error to get [redacted] to come back to my home to pickup item again. After many discussions, the item was finally picked up and I assume shipped back to NYLighting. I contacted NYLighting multiple times for updates. Many of my requests went days without responses. Finally after days and attempts, they told me I would receive tracking details of a replacement item. Upon checking the tracking number provided, I noticed the tracking number was the tracking number for the original shipment. I have contacted them again via email(multiple times) regarding this mis-information and requesting and update ... no response. in total I have been waiting 55 days for my $400 bench and I am getting very tired of excuses. I have requested a refund since they cannot seem to get me a replacement item, again no response to that request.Desired Settlement: At this point, I think a FULL refund is the only solution that will satisfy me. I will find another bench or another company to fulfill my order.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding The Lighting Outlet NY has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I purchased a decorator item from The Lighting Outlet and paid for it by credit card. When I received the item, I believed I was receiving a three piece set, but instead it was one item of a three piece set. Given the cost of the single item, it was cost prohibitive to buy all three and thus I wanted to return the item. I called the seller for an authorization code to return the item. I was informed that decorator items are not returnable according to their policy. However, what appears on my order form is the following: "Why shop with us? 115% lowest price guarantee, free shipping. . ., hassle free returns, 100% satisfaction guarantee, 30 day policy." I called to return the item well within the 30 day timeframe and was told that this statement that appears on the order is not the policy for returns on the item I purchased and I should have looked further to find the return policy relevant to this particular item. At best their practice is misleading and arguably fraudulent and misrepresentative. I have informed my credit card company of their actions.Desired Settlement: Accept and receive the item purchased and credit my credit card for the purchase. I am willing to pay the cost to ship the item back to the seller.

Consumer

Response:

At this time, I have been contacted directly by The Lighting Outlet NY regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

I repeatedly called The Lighting Outlet, so I was in touch with them. While they initially told me I could not return the item, even though the website indicated otherwise, they later told me I could return the item with a 25 percent restocking fee. That was not acceptable to me, so I decided to keep the item and allow my payment to them to go through. While not wholly satisfied, I am dropping the matter, have paid for the item, have gone elsewhere to purchase other like items, and will never do business with this company again. Their website is misleading at best.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered 2 mirrors on 12/* from The Lighting Outlet New York. Upon arrival of them when I opened the boxes both mirror were damaged. Most of the damage was at one end of both of the mirrors but one mirror also had excess glue showing on the front of the mirror where the mirror and wood frame were connected. I packaged both mirrors up in the original packaging and took pictures of the boxes as well as the damaged mirrors and returned the mirrors as requested. That was a few weeks ago and I have asked for a refund in 3 separate emails but they will not respond back. I have no product and they have $850.00 that I guess they think they have a right to since they will not return any of my emails. They did respond on the front end when I had to return the mirrors but now that I am requesting a refund they are not responding. Please let me know what you can do to help. Thanks.Desired Settlement: I would like a full refund for the mirrors that I received that were damaged and returned.