I purchased over $5000.00 worth of lighting products for my home from the company. Two of the lights were specifically for a shower and a wet area kit came with them. I later learned they could not be used in a shower because we were using tile. Our builder and tile man tried to contact the manufacturer with no response. When they finally spoke to them weeks later they confirmed that they were not for a shower.
I was told by Lightology that I should have known it and would not accept a return. The electrician had installed the lights and because of that they would not take them back. It is new construction so the lights were taken out of a box and nailed to rafters with no drywall near them.
After several e-mails there was a lot of internal finger pointing with me in the middle. Very unprofessional and poor customer service. When they sell a light with a wet area kit what would you think. I was completely misled and they know it.
I have an entire e-mail chain if you need more documentation.
Accept the 2 lights returned or issue a refund.
response to case # XXXXXXXX
**** ******* <********@lightology.com>Mon, Jan 13, 2014 at 12:47 PM
To: "*******@chicago.bbb.org" <*******@chicago.bbb.org>
I recently received the attached letter detailing this complaint.
I personally handled this customer's issue and attached you **** find a copy of my communication with Mr. ******.
Mr. ******'s claim that he was sold a fixture that could not be used in a shower is false. He purchased a wet location certified product and that is what he received.
The product purchased is a high end plaster in product and the product manufacturer requires every purchaser of the product sign a form stating they have watched the installation video before they will ship the product, because they will not accept returns of installed product. This manufacturer goes over and above to ensure the customer understands the product purchased before they install the fixture, so once Mr. ****** installed the fixture his electrician realized the fixture was supposed to be plaster in and would not look right if they tiled over it, so they wanted to return the product even though they installed it and signed off on watching the installation video showing the proper installation of the fixture. The acknowledgement form Mr. ****** submitted is attached to the email communication I had with him.
I offered Mr. ****** some very good discounts on new purchases, but he declined and unfortunately the product could not be returned because it was installed and they signed the manufacturer's form stating they understood the proper installation.
If you have any questions on this please feel free to give me a call.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not accurate. Our builder and tile man called the company with questions and did not receive a call back. They called again and finally after several weeks spoke to someone who said they cannot be used in a tile shower. The sales associate never told me that. Again I am the homeowner and would expect them to clearly tell me it could not be used in a shower. When they sold me wet location product what would you have thought. I purchased 5 of these lights with 2 as wet locations.
Our builder,tile man and electrician watched the video. They did there homework and called to clarify with no response. The 2 lights in question were taken out of the box and partially installed in an open ceiling. They should take them back. Their offer of a discount on additional products was insulting.
I was misled and they didn't take responsibility. Very poor customer service for any customer but when you spend $5000 you would think they would be more helpful instead of trying to pin blame.
Final Business Response
Customer did not call and talk to my company about technical support...I am a distributor, not the product manufacturer...all technical questions on product installation are directed toward the manufacturer of a product as we distribute for over 300 different manufacturers my customer service team is not qualified to answer in depth technical questions on every single one of the hundreds of thousands of products that we sell which is why those types of questions are directed to the technical department of the company that makes the fixture.
I have no idea if the customer called the manufacturer 1 time or 10 times, as once the customer begins a technical conversation with the manufacturer we have no idea what the outcome of those conversations are.
I do know that my salesperson was only told the product was being installed in a shower and was only asked for a product that was wet location certified and that is exactly what he sold. At no point was my salesperson informed that the customer intended to tile his ceiling as that is a pretty rare installation. the customer has to accept some responsibility in telling the salesperson about unusual installation details, we cannot ask every possible question to determine if the product is perfect for the customer.
A simple fact of this is that every single document we print in relation at every order, quote, acknowledgement, pick ticket, and invoice has printed on it that we cannot accept returns of installed fixtures, there is no such thing a partially installed fixture, once affixed to wall, ceiling, etc... that fixture is installed.
But in this case the customer, his electrician and his tile person all watched a video that showed the product as a plaster in, NOT tile over product before they were allowed to receive the product. Yet they still proceeded with their installation. I cannot control the responsiveness of ever vendor I have, nor can I verify if there is any truth to how much effort the customer put in to obtaining answers to questions from the manufacturer, but I do know the customer made the decision to install the fixtures without obtaining the answers to the questions they had and they want to take no responsibility for their decision to install even though every step of the way in this purchase the customer was informed that once installed the fixtures are not returnable.
We offered replacement fixtures at 50% off normal prices, which is below our cost and that is the only resolution I can offer, because we cannot except the return of installed fixtures and the customer was made aware of this every step of the way.