Complaints

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• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The measurements on the website are confusing. Most of the lights on the site show an Overall Dimension that is both the shade and base combined. Then it seems it is only different for the "chandeliers". There is no mention anywhere that it is different. It's the same nomenclature. When glancing at the specs it seems that it's 11" tall and in comparison to the other fixtures we thought the light was 11" including the light. With no specs and only generalized installation instructions attached to most (but not all) of the fixtures it's a bit confusing. There is always a disclaimer right on the website and/or ordering page and typically those products come with some sort of spec sheet that makes the dimensions very clear. From start to finish in the website's ordering process there is no mention to the purchaser that the "chandeliers" are non-returnable or refundable. Further confusing the issue is that there IS a disclaimer to it being non-returnable when you select the Raw Brass finish. Logically if there is a disclaimer on a certain finish that says that it's non-returnable but the disclaimer disappears on the other finishes then you'd assume the other finishes are returnable!You also see this disclaimer for "Convert to Plug-In" for certain fixtures. The only disclaimer that is not openly disclosed is that all chandeliers are non-returnable. Further still is the Shipping Policy is accessible on the product pages but it also does not mention that any certain fixture is non-returnable.

  Business Response

  Date: 12/06/2024

  Our customer had purchased a few chandeliers which did have the correct dimensions.
  He reached out and said he had confusion on them and was hoping for a smaller option and wanted to make a return. Our polices are clearly listed on the website and state the chandeliers and custom orders are not returnable.

  The following items cant be canceled, returned or exchanged. Because of the nature of these items, unless they arrive damaged (we reserve the right to repair or exchange), we cant accept returns for:
  Custom or personalized orders
  Chandeliers
  Items finished in Raw Brass
  Items with Plug in options

   

   

   

  This is due to the nature of the customizations available and the complexity of these builds. Even though we do not normally accept returns on them we offered multiple options such as exchanging and building smaller sizes to the customers request at no extra cost, a return with restock fee and also full store credit. All options were denied at this point.
  
  Just like all ecom sites there is a policies section with returns/ refunds and we have a short and clearly laid out policy there.
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  Customer Answer

  Date: 12/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22628249
  
  I am rejecting this response because:

  I wasn't confused as much as the measurements on the website are confusing. Most of the lights on the site show an Overall Dimension that is both the shade and base combined. Then it seems it is only different for the "chandeliers". There is no mention anywhere that it is different. It's the same nomenclature. When glancing at the specs it seems that it's 11" tall and in comparison to the other fixtures we thought the light was 11" including the light. With no specs and only generalized installation instructions attached to most (but not all) of the fixtures it's a bit confusing to anyone. 
  
  
  -I own a custom home building company in **********. We probably order 200 light fixtures a year. I'm really flexible on where those light fixtures come from so we source and buy lights from all over the place! Small shops, big companies, antique stores, etc. We have bought from you guys in the past for other projects. These particular fixtures I was actually going to put into my personal home! Reading measurements wrong happens, but I've never ordered a light fixture or any other product where it was NON-refundable and that wasn't made apparent when ordering. We order a lot of products for a new house and this applies to pretty much anything we purchase, not just lights. 
  There is always a disclaimer right on the website and/or ordering page and typically those products come with some sort of spec sheet that makes the dimensions very clear. 
  From start to finish in the website's ordering process there is no mention to the purchaser that the "chandeliers" are non-returnable or refundable. 
  Further confusing the issue is that there IS a disclaimer to it being non-returnable when you select the Raw Brass finish. 
  Logically if there is a disclaimer on a certain finish that says that it's non-returnable but the disclaimer disappears on the other finishes then you'd assume the other finishes are returnable!
  You also see this disclaimer for "Convert to Plug-In" for certain fixtures.  The only disclaimer that is not openly disclosed is that all chandeliers are non-returnable. 
  Further still is the Shipping Policy is accessible on the product pages but it also does not mention that any certain fixture is non-returnable.
  
  I'm no lawyer! But, I know that in most states a non-refundable policy has to be clearly stated and conspicuous to the consumer. Even if that's not the law in PA it's definitely an ethical business practice. I had NO idea I was ordering $3k worth of lights that was completely non-refundable!
  The refund policy is a link at the very bottom of the webpage and is in no way obvious to a consumer. Most e-com sites will list on the product page or at least at checkout that something is non-refundable. As stated previously the fact that some items ARE listed on the webpage as non-refundable makes this super confusing.  I would need to leave the webpage where I'm ordering to make sure there isn't caveat to what I'm seeing elsewhere on the website to have caught this. Other sites do not operate this way! 
  This is a simple oversite and scenario that could be easily avoided in the future with a few minor notes added to the website. Why I'm being fought so hard on simply returning lights that are standard purchase on the site and NOT custom order is the most upsetting part. Especially since these are more sconces (and sconces are returnable) than chandeliers but since these were labeled "chandeliers" they are not according to a policy that is never made immediately apparent to the purchaser. 
  
  Regards,
  
  **** *********