Urban Lights Inc

Initial Business Response /* (1000, 5, 2015/08/27) */
Dear Mrs. [redacted],
I sincerely apologize for the experience you had at Urban Lights, and want to assure you we take letters such as yours very seriously.
We are aware our customer service department has needed improvement and in the last 60...

days have made great strides in doing so. New and additional personnel as well as improved procedures have made an almost immediate impact in this department. Sadly, this came after your experience in late May of 2015.
Admittedly, it appears we erred on multiple levels, of that I do not dispute. But I would like to state that in conferring with my staff involved with your transactions, there were a few items which were perhaps misunderstood by you (or not made clear by us).
A glass top for the table, for example, is not an item we deal with. Your sales person stated that he had mentioned this to you and even made a suggestion as to where you could purchase one. Our error was in sending one person to deliver the table to you.
The installer you selected was not an employee of Urban Lights, since we do not offer this service, but I do sympathize with your experience. Unfortunately due to our booming Denver economy, this is not the first time we have heard of an experience similar to yours. The lack of qualified installers in a high demand environment make it difficult to hire skilled installers.
There is no excuse for coming off as “rude and uninterested” and for that I am truly sorry, however, our manager did indeed work with you when you returned the defective fixture. I understand that it was brought back without all the original parts or glass, yet once we found out the fixture was actually defective it became a moot point and we ordered a new fixture for you the very same day. Your replacement chandelier arrived in 8 business days which is not unreasonable. I acknowledge and apologize for our failure to inform you of your order status along the way.
I understand that Mr. [redacted] recently spoke with your salesperson to tell him the second, replacement fixture, has also failed. It appears there is a design flaw in this new (as of mid-2105) product from the factory. I believe he expressed our regret and volunteered that we arrange to have the fixture taken down, picked up by us and a full refund given. This we believe to be a better option than to take a chance on yet another failure.
Once again Mrs. [redacted] I am sorry for your experience with us. We strive to improve everywhere needed and letters such as yours help us to understand where to direct our efforts first. Please feel free to contact me at any time should the need arise.
Sincerely,
[redacted]
Operations Manager, Urban Lights
[redacted]@urbanlightsdenver.com
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The second light fixture also stopped working (a day or two after I filed the complaint). We have contacted the company and they have agreed to take the fixture back and provide a full refund. They have been friendly and responsive.