ComplaintsforSchoolhouse Electric Co

• Initial Complaint

  04/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 3/10 my husband **** and I purchased a light fixture from Schoolhouse for $550.14 (after shipping and taxes). Despite emailing with customer service many times over the past six weeks, we still have not received our item or a refund- which is now our preference.Not only have we not received the item, but on 3/28 we received a delivery from Schoolhouse of a completely different item- it appeared to be another customers order. We emailed the company right away and received a shipping label to return the incorrect items, which we promptly did on 3/30. We tracked the package and noted it returned to their warehouse by 4/3. We reached back out to the company and they said our correct item was in quality check. After waiting another week with no update we asked for a refund, which we were denied. The customer service rep said our order was in process and they could not issue a refund. Its now been another two weeks with no update. This is the worst customer service we have ever experienced. At this point, we just want our money refunded.

  Customer response

  04/27/2024

  Update 4/27/2024: Schoolhouse stopped responding to our requests in the past two weeks. We were able to file a complaint through Pay Pal (our original payment method) and were just notified that our money would be refunded. We will never order from this company again and feel like consumers should be warned.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On November 24, 2023 I placed an order with schoolhouse. Shipping was over $100. A month after placing order nothing had been shipped out. I reached out and they said February. Once Feb. came still nothing so I reached out again. This time they said March 18th. Still my order shows nothing has been fulfilled. I reached out for a refund and to cancel my order and they said it has been sent to fulfillment. My order page shows nothing of this sort- still is the same as November 22, I have no shipping info and no timeline of my order. I dont want to deal with this business anymore and I want to cancel and refund my order IT HAS STILL NOT BEEN SHIPPED. This should absolutely be possible. Had I known I would be strung along for over 4 months I would have never placed this order

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Original date of purchase: 9/3/2023 Order #: ******* Cost: $537.30 Items available for pickup December 2023 Situation: I was able to unbox and install 2 lights in January 2024, and one was defective Communication: Schoolhouse had two options for communication when I bought the lights: email and speaking with someone in the store. They have an extensive website, but no way to communicate via chat. In the 3 months between my order and item delivery to the store, I had to constantly inquire about my orders status, and always got automated replies that they were overwhelmed and would not be able to respond quickly. I've found my average response to emails has been on the order of multiple weeks.Since I found the defect, I was able to get the company to agree to replace the defective part (glass), but had no way to discuss options with anyone. Being unable to speak to anyone, I went to the store and managed to get a salesperson to agree to sell me (payment in store) a different glass option to try out. I was told I would get a refund. I got an insufficient refund and also found that the alternative option I'd tried didn't work out.Only a week or two after I went to the store, Schoolhouse closed its showroom, so the only method of communication they have is email. Not knowing how to deal with another return, I took the replacement glass back to the showroom, hoping to find someone. I did (***********************), and was told I couldn't physically return the item, and that I should start a new communication with customer support. I was also told I should be issued a return shipping label at no cost.I started a new communication by email, and although I did have some communication with a support agent (but still no clear decision on helping me make a return), I continue to get automated responses with delays of days verging on weeks,It has been 6 months since I made my original purchase, I can only communicate sporadically with someone by email, and my issue isn't resolved.

  Customer response

  04/12/2024

  Schoolhouse Electric finally responded to multiple requests to get a return shipping label for the replacement light shade we did not want, and as of yesterday, almost a half year since I first placed our original order, a refund had been applied to my credit-card account. So we now have a defective glass shade we're just going to stick with. Both that and the returned replacement shade have both now been fully refunded. We can close this complaint.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Schoolhouse Electric took my order for products that were listed as in stock AND on sale two months ago, and has not delivered on them. This is a luxury brand. They have no excuse for failing on such a rudimentary level.All the comments on their social media in the last two months reveal a troubling pattern of nothing being delivered. Something is up! Were all paying top dollar for their products and lighting fixtures, and not receiving anything.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a product (napkins) from Schoolhouse which never arrived. It did not ship within the window of time they advertised it would ship and when I attempted to reach out through both the customer care email address and instagram I was ignored. I ordered on 1/26 and the policy said they would ship within 5 days. I reached out on 2/4 and 2/5 with no response and I cannot even figure out how to cancel the order.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order for the Schoolhouse Plaid Rug - Sky 4x6 on 08/26/2023, order # *******. It was backordered and I believe the estimated ship date was in October at that point. When that date past I contacted the company for an update and it was several days before I received a response. This occurred a few times as subsequent ship dates were missed. Finally I received the rug on 01/26/2024, exactly 5 months since placing the order! I was so excited and then quickly devastated when I unpackaged the rug to find it wet and with spots of dark and yellowish discoloration (mold? dye running?) throughout. Of additional concern, the rug smelled TERRIBLY. Not just a stinky new rug smell but it was so strong that my throat started to hurt and I had to open the windows (**** in January!). After I packed it back up, I moved it immediately to the depths of the basement to get it as far away as possible. The plastic packaging was airtight and was several layers thick so the wetness could not have occurred during shipping. Too, the entire rug was damp, not just certain areas. That same day I submitted my issue through Schoolhouse's website form, and included photos. Today, 02/03/2024, is 8 days later and I haven't received a response. The resolution I desire is for a shipping label to return the damaged rug free of charge ASAP and a new rug to be shipped, expedited - as long as it can be guaranteed to be in new, DRY condition. I have always held Schoolhouse in high regard and am so bummed by this whole experience and learning that many others are having similar ones. They really need to get their act together before their reputation is ruined for good. Poor quality items + inability to get in touch with the company is a terrible combination for customer satisfaction.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order for a lamp from the company Schoolhouse on November 21, 2023. The lamp was faulty. It did not work. It flickered, and it flashed on and off. The order number was *******. I contacted the company on December 20 to begin the return process. The company website indicated that I would not be refunded for the tax I paid. This made no sense to me, so I protested. I sent the lamp to Schoolhouse via a **** (using a label that they provided) on December 23, tracking number **** **** **** **** **** 64. The lamp arrived at their ******** address on December 28, 2023 (proof of delivery attached). On December 28th, I was told by "****************" that I would be refunded the full amount of $292.99. I was told on January 2nd that I would receive the refund the following day. (Email attached). I was told again on January 4th that I would receive the refund the following day. I then wrote again on January 6th, and again on January 9th. I have not received the refund and the company has stopped responding to my queries.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Schoolhouse Electric has been entirely unresponsive; therefore, I am filing a BBB complaint as a last resort. I have purchased an in-stock item on the Schoolhouse Electric website, and the item has not shipped to me and my requests to cancel my order and be reimbursed have been ignored.I purchased the in-stock item from Schoolhouse Electric on 11/16 (order # *******). The item was supposed to ship within three business days. On 11/27, I followed up with the company via email. On 12/1, I was sent a tracking number **** tracking # 1Z24R66W0300248216). The item was supposed to ship within ***** hours, and I was given an estimated arrival date of 12/4 by Schoolhouse Electric. As of 12/7, the item has still not left their wearhouse. I have followed up by phone (where I left a VM each time) and by email on 12/5, 12/6, and 12/7. I have received no further information. I have asked multiple times to cancel my order and receive reimbursement, but those requests have been ignored. I would like to reorder the same item from another vender after my terrible experience with Schoolhouse Electric.I am seeing a cancellation of my order and reimbursement, since the item has not been shipped and does not appear to be shipping anytime soon.Thank you,***********

• Initial Complaint

  09/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This issue is regarding a missing package. The items in question consist of bathroom and kitchen hardware.I made a purchase on August 17 (Order *******). Part of this order was said to have been delivered on Tuesday, August 29th by *** at 12:41 P.M. I was home at this time. No package was received. I have not had this issue with previous items from them, and have received another two items from this order without any problems.I first realized the issue and called customer support on Friday, September 1st but there was no answer and I left no message, assuming they were closed for the holiday weekend. By Tuesday the 5th I had checked with my neighbors to confirm that no one had received my package by mistake. I called again, no answer. On September 7th, I reached out to customer support via email and phone (again no answer). After no response to the email, I called and left another message on either Monday, September 11th, or Tuesday, September 12th. I received one response on September 12th from an agent named ***************************. She said she would look into it and "update me shortly." I responded with the requested information on September 13th. There have been no updates.I have left two additional messages (Sept. 14th, and Sept. 18th) and have received no response. The order total was $1,392.71. I believe the value of the missing items is approximately $389.95, this is pre-tax/ costs of shipping.There is still one item outstanding from this order that is supposed to arrive this week. I am concerned about the lack of attention to this matter. Customer support is never available by phone as advertised as I have called at least 6 times and been directed to leave a voicemail every time. The promised response in 24 hours never arrives. By email, their availability is lackluster at best. I am submitting a complaint as it seems there is no other way to get their attention and would appreciate the facilitation of a resolution to this matter.

  Business response

  09/20/2023

  Hi ******,

  I am so sorry for your experience and that you had to write a BBB complaint to get our attention - that is certainly not the level of service that Schoolhouse prides themselves on. I've taken a look, and you are absolutely correct - we owe you an answer! I've escalated this to the ** Manager and she will be reaching out to your shortly. I completely understand your frustration and we look forward to getting this resolved for you shortly. Please feel free to email me at ******************************* if you have further issues. I am happy to assist. 

  Customer response

  09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  ******************************************************

• Initial Complaint

  09/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase from Schoolhouse Electric on 8/7/22 for a total of $1690.00. The company offered a 10% off coupon for e-mail subscribers that I applied to the purchase. Shipping for the order was calculated at 10% of the cost of the items prior to the coupon, so $169.10.When I received the goods, they were shipped in a 14" x 12" x 7" box and weighed **** lbs. This is the tracking number: 1Z663Y4E0312627567. The service was *** ground.I wrote a review on the company website that I had been gouged for shipping and that the company had not refunded the excess shipping cost. On the company website, it only says "shipping" not "shipping & handling" or otherwise. A person from customer care reached out and gave me a gift card for the equivalent of half the price of my shipping. I replied saying that I did not want a gift card and that I wanted to be refunded for the difference between the amount that I had paid and the actual cost to ship. The customer care agent responded and refunded me the amount of the gift card that was originally offered ($84.55). $84.55 is still well over what it should have cost to ship the box - I suspect it was $25.00 or less. No premium shipping service was used. I would like to receive the remainder of the shipping fee that was collected and not used.My order number through schoolhouse electric is: *******

  Business response

  09/28/2022

  RE: Complaint ******** Schoolhouse Electric
  
  To whom it may concern,
  

  In response to Ms. ******* complaint, Schoolhouse charges 10% for our shipping costs. This is 
  posted in our FAQ (article can be found here:
  https://schoolhouseelectric.zendesk.com/hc/en-us/articles/360018773993-How-are-your-shippin 
  g-costs-calculated-) in addition - shipping costs are visible to customers before they check out.
  
  We are transparent about our pricing structure - the customer did not need to complete their order 
  if they did not want to pay for our shipping and handling.
  
  When the customer reached out (after the purchase had been completed) - we offered to refund them 
  50% of these costs as a measure of goodwill - this was in addition to the 10% off that the customer 
  originally received on their purchase. The customer did not like this resolution and demanded that 
  refund the entirety of their shipping costs - we did not comply and as a result
  they filed this complaint.
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩