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Consumer Complaints

BBB Accredited Business since 04/14/2009

B & P Lamp Supply, Inc.

Phone: (931) 473-3016

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service1
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
04/20/2012Problems with Product / Service
09/27/2013Advertising / Sales Issues | Read Complaint Details
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Complaint
Item I wanted advertised incorrectly with price of different item. Clearly stated the item I wanted at the other items price,wrong item sent.
I ordered online a 14 inch lamp shade that was priced @ $92. I have a copy of the print out where it clearly says it it a shade for $92 and what we got was a font for that shade, not a shade. I called to tell them and they told me I could return it and order a shade which runs $200 to $250 dollars.I told them I did not think this was fair because their ad clearly said the shade was $92 & that is what I ordered. The day I ordered I even called and asked if I could get insurance for it & was told they are already insured & did not need to do that. I asked then if that was the number for the shade & they said yes so I sent the order off online. I called X-XX-XXXX & let them know it was wrong, the person on the phone told me the ad was a mistake and they have fixed it so I would have to reorder and pay the higher price. I even spoke to another gal who I guess was a supervisor & she told me the same thing. OBVIOUSLY THEY DO NOT FOLLOW ALL THE BBB GUIDELINES FOR PRODUCT ADVERTISING, HONESTY, AND INTEGRITY!!! If they did they would let me have a shade for the price of $92 like they advertised! They did tell me they were out of that shade but they should let me have another shade at that price that is comparable or find a shade like I ordered somewhere and send it. That shade was advertised in bold print at that price and I ordered it & that is all I wanted! They admitted they made a mistake and I have to pay for it I guess. If I had know they do business like that I would not have even ordered from them and I will be sure to let everyone I know in person and on line what they are like. They will get a great deal for free advertising from me and maybe they will review what they put online better next time. I hope they do so this does not happen to anyone else. We had bought this as a gift, so not only are we disappointed but so is the person that was to get this gift. I sure she will advertise for them as well!
Thank you for your time.

Desired Settlement
I would like a shade like I ordered # 50263 (Duet Dome Shade) for the price they advertised. If not that one then one that has big roses similar to that one.

Business Response
The online product page from which the customer ordered contained 2 matching items, one of which was out of stock and discontinued at the time of the order. The item that the customer ultimately ordered (item #XXXXX) was clearly described as "Font" on the product page, not "Lamp Shade". The description "font" was included in her order confirmation email. Since her complaint, we have offered the customer a full refund, including all of her shipping charges, but she has refused. The item that she has demanded (actually item #XXXXX) is out-of-stock, discontinued, and we are no longer able to buy it from our supplier. At this point we are unable to make her happy, though we have tried.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Giving me a full refund and giving me the the font is a nice gesture but I have no use for the font, that is why I was ordering a shade. The shade was a gift for a friend, it was not for me. I have made mistakes and I own up to them right away and make it right. I don't try to cover up and make excusses, I take responsibility for my mistakes.

***** *****

Final Business Response
My email to ***** ***** on 9/25/13:

Dear ***** *****,

After doing more research on the problem you encountered when trying to order from our website, I discovered that we have a programming error that is, at this time, system wide. I am glad that you brought this problem to my attention. It seems that our server, without our knowledge, has been printing the "product page" descriptions instead of the "item" descriptions on our confirmation emails. So, any product page that contains more than one item will generate a vague or somewhat misleading confirmation email, even though the product page, shopping cart, and invoice descriptions are correct. In short, I was incorrect on my BBB response to your complaint regarding the conformation email, and for that I apologize.

In addition, you have been offered a full refund for your purchase, including all shipping charges because of our confirmation email glitch. Unfortunately, you have charged my company with being deceitful, and dishonest for posting "false advertising", which is not true. We are human, just like you Mrs. *****, and sometimes we make mistakes. When these mistakes are brought to our attention, we always try to make them right for our customers.

As a special concession, I ask that you keep our #XXXXX font at no charge. Your credit card will be credited for your full purchase price, including shipping. I hope that this gesture will assuage your anger and disappointment in dealing with our mistake in handling your order.

Sincerely,
******. ******, President

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.