Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I searched their website for hard-wired, wall mounted reading lights and ordered 3 in the amount of $454. They arrived a short time later in 2 boxes. We opened one box to discover they had cords, did not match their online descriptions, and were therefore unusable to us. I called to set up a return authorization. I heard nothing back. I called again. This time I received 3 ***** return labels, although I only needed 2 as I was returning the same 2 boxes and packaging originally sent.Sometime later, I receive a credit to my card of $151.43 for only one light. I called and spoke with ******** ******** to ask about the remaining balance and was told they only received one box. I sent her copies of both ***** return receipts showing both boxes arriving at their return facility in *************** on 03/06/25 at 09:46am and signed for by someone with the initials UUK. This is where things get weird. She writes back claiming theyve double checked and received only one box. I again point to the proof of delivery from *****. She then goes off on a tangent about sending 3 return labels and that I only returned 2 boxes. I explained, yet again, they sent me two boxes, and I returned the same. Then she claims that the one they did receive appears used and cannot be returned. I tell her again we opened just one box to discover it was not the right product, sealed it up, and returned the two original boxes. I remind her that theyve already given me credit for the one. She doesnt seem to process any of this and sends pictures of the box, packing material and the back side if the light (that mounts to a wall) with what looks like a half millimeter scratch (see photos). She again claims this appears used (it was not), it is un-sellable and that I could have it or it would be scrapped. She makes no mention of the proof and confirmation of delivery of the two boxes returned and signed for, yet still cant comprehend why we only used 2 return labels.

  Business Response

  Date: 03/26/2025

  Good afternoon,

   Thank you for all this information. In the midst of it all we did agree to refund the customer the remaining balance. They were refunded in full as of 3/21/25. The remaining balance of $302.85 was refunded back to the credit card on 3/21/25 at 3:41 pm.  

   

  Thank you, 

  Customer Answer

  Date: 04/01/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *****
  
  

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair 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 items that I ordered from Lighting New York (Order #*******) are defective in many ways. Both fans wobble, and lights do not work. In addition, parts of the fans are physically defective. It looks like the fans are factory defects being sold for top dollar, scamming customers. I have emailed **** ****** ******************************* as well as ************* *************************************** with photos and videos of the defective fans in action, and not receiving a response from Lighting New York. After being ignored, I had called ************* at ************ to complain and was told that there were no notes about my emails of complaint. It has been several weeks and I have not been provided a way to return the fans.

  Business Response

  Date: 12/05/2024

  Hello,

   We sincerely apologize for the defect of the fan you have received.  A return label was sent today to the email on file to return the deflective fan and a replacement order was entered with the manufacturer.   Once the replacement has shipped, tracking information will be sent as well to the email on file. Please allow 3-5 business days for this tracking.  We also  ask that you check your email for the return tracking label that was sent this afternoon.

   

   

  Thank you, 

  Customer Answer

  Date: 12/12/2024

  [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: 22628607
  
  I am rejecting this response because: My original order was for 2 fans. Each was installed and both were defective. The business sent me a replacement, third fan, in response to my request for a full refund for the 2-fan-original order. I have received an email with return labels for one of the the original order fans, shipped via fed-ex, and a return label for the replacement, that I did not ask for, sent via **** but not for the second defective fan, from the original order, shipped via fed-ex. I need an other return label for the second defective fan from the original order.
  
  
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/16/2024

  Good morning,

   Thank you for the additional information.  We have entered an deflective ticket for return only.  We will issue a third return label for the 2nd defective fan. We do apologize for the inconvenience and confusion on our end. The return label will be issued and sent via email. Please expect the return label within the next 48 hours. 

   

   

  thank you, 

• Initial Complaint

  Date:11/19/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  I purchased a light on 11/3/2024. At the time of purchase there was no writing on the webpage that this item was nonreturnable. I read the return policy closely and it stated there were free returns within 60 days. Since I purchased and received the item it has since gone on sale. Now there is lettering on the website that this product is nonreturnable that was not there previously. When I attempt to contact the company to request a return - as it states is allowed in their return policy they are saying the item is nonreturnable. When purchasing this item I was unsure if it would fit in my space and would not have purchased an item this expensive if it couldn't possibly be returned. I am requesting to be allowed to return the item.

  Business Response

  Date: 11/25/2024

  Good morning,

   This complaint is incorrect. We processed this return and since then a refund has also been issued. The item was returned on processed on 11/19/24 and the refund was processed on 11/22/2024 in the amount of $949.76.

   

   

  thank you, 

  Customer Answer

  Date: 11/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******** ******
  
  

• Initial Complaint

  Date:10/28/2024

  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.

  I ordered 3 lights from Lighting New York. The lights arrived and I determined that I ordered the wrong size. I asked to return the lights and order the size. They were prompt and shipped the new lights, but have not allowed me to return the old lights.

  Business Response

  Date: 10/30/2024

  Good afternoon,

   This return was completed on 10/24/24. A return label was sent via email to return this order. I have attached the return label here for you as well One the order is returned, a refund will be issued. 

   

  Thank you, 

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair 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.

  I ordered two items from the merchant after reviewing their shipping policy. The policy indicated that in order to receive my package, I had to physically be present. The merchant claims that the merchandise was shipped to me. However, I did not receive the shipment. I was not home at the time of the (apparent) delivery, did not sign for a package, and did not consent to having nearly $800 worth of merchandise left at my door. The merchant has refused to do anything for me and claims that it is not their problem. I contend that the merchant is responsible as it is the merchant who decides whether to require a signature for delivery or not. Most merchants require the consumer to accept liability in advance for packages that will be left at the door. I did not accept this liability.

  Business Response

  Date: 10/22/2024

  Good afternoon,

   Orders that ship ground ( *** , *********** do not require signature required. If the order ships freight, the freight company does require someone to be home to sign for the delivery. This order shipped FedEx  ground so it would not require signature required.  An email was sent on 8/13/2024 at 12:50 PM with shipping information once it shipped.  We have proof of delivery of both boxes along with photos of the front stoop of the house showing the items were delivered. We can not replace this order as it shows delivered and all action was taken before delivery to notify the customer that the order had shipped.

   

  Thank you,

   

• Initial Complaint

  Date:02/27/2024

  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.

  I ordered a light fixture over $2k fro lighting new york. I checked the return policy and the product page extensively and ensured that if the fixture didn't work out, I could return it. Then, upon receiving it I decided I really didn't love it and went to return. They denied my claim to return, because the "manufacturer stopped making it." NOWHERE on the product page or checkout page did it note that the item wasn't returnable - which makes this a shotty website experience. I was totally scammed out of over $2k from what I thought was a reputable business. I also want to say that the communication rwcieved was so sub par. On the one hand they essentially told me tough luck , but then someone reached out to confirm my refund, but then they told me tough luck again? Get it together. Terrible experience.

  Business Response

  Date: 02/29/2024

  Good afternoon,

   I have uploaded both her order confirmation that it was marked returnable and the website as well showing non returnable - It was clearly marked. We will not  be able to accept this back. We spoke with the vendor first to see if an exception could be made and they stated no as well as it was clearly listed.  I understand it is frustrating as the item can not be used in her location but our information was listed at the time of purchase which she completed online.   She may try to sell herself to recoup the funds if she wishes. 

   

  Thank you, 

  
  

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased 2 of the same outdoor light fixtures from their website. Their entire website is free shipping and returns but one of the fixtures was an open box and said final sale. I chatted with a representative regarding returning the item if it didn’t work for me and she said I would be able to. The light fixtures were wired the wrong way for my home and After attempting to return them, she tOld me that I could not return the open box as they originally said only if it was damaged. This was very not clear in my original conversation or I obviously wouldn’t have purchased something final sale along with the exact same item that was returnable. I tried explaining to the representative that I did not even open the box of the “open box” item and why would I not have first purchased the returnable fixture on its own and then the final sale one if it would have been clear that it was not returnable? I also told her that the fixture is not wired properly for my home and I would gladly exchange them both for 2 fixtures that worked and was not requesting a refund. I just have no use for this specific fixture but she would not budge and refused to send me a return label for both only allowing me to return 1 fixture

  Customer Answer

  Date: 11/10/2023

  Complaint is resolved. Item was damaged and company refunded immediately 

  Business Response

  Date: 11/27/2023

  Good afternoon,

   Thank you for reaching out. Our information indicates that we  already refunded the customer in full for this order. He stated there was damaged to the fixture in which we issued a field destroy and refunded.  The first refunded was done on 11/8 for the damage/blemishes  for one item and the second refunded was done on 11/13 for the return under remorse. This customer has no outstanding money due to them,

  Thank you,  

• Initial Complaint

  Date:10/03/2023

  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.

  It's taken me awhile to contact the BBB re;my purchase from NewYorkLighting 2mos ago which has caused me SO much stress, money loss, & time waisted. An agent was assigned to my return & replacement of 3 damaged pendant lights received from order ******* - ******. After her initial contact, I replied immediately to her questions. No replies were received in return. I left voicemail's, no calls returned. I had hoped for a quick "EXCHANGE", NOT A REFUND. This agent took it upon herself to refund me rather than discuss a resolution to my requested replacements. My order was over $2400. I paid with 5 giftcards. I've been dealing w/ID Theft & have used prepaid non reloadable **** gift cards to make purchases online. I placed my order, chopped up the 5 gift cards since they were non reloading. Ive lost the following amounts; $500 card 7389, $500, card 7855, $40 card 2020, $21.68 card 8054, and $28.88 card 6365. I had used a secure ********** for approx $1778 towards my order, however, the refund placed back on this card was for $866.68? *** flagged it as "suspicious" after I paid my balance off, then received a refund. It has taken me more than 7 - 1hr calls to have this credit released to me. I called NYL 2 days after shipping the fixtures back alerting them NOT to place a refund to the gift cards as I no longer had them & I SIMPLY WANTED AN EXCHANGE. It was too late, the refund had been issued to the 6CARDS. A refund of $886 on the card I paid $1778 with. They couldn't supply me any contact info as to who they refunded, (the gift card companie). I made several calls & sent multiple emails to LNY & cc'd the superior, ALL TO NO AVAIL. I even sent the CEO a DM on ******* (not viewable to the public), no reply. This order was placed the first week of Aug 2023, I sent the damaged lights back via ***** (after finally receiving the labels, receipt attached). I called 2 days after later to alert them to please NOT refund my gift cards. It was already too late, refunds issued.

  Business Response

  Date: 10/17/2023

  Hello,

   We cannot reverse a refund no matter what the payment method was used. As previously discussed, we did refund you back to your original cards you paid with and they show settled and refunded on our end. We are not able to refund to a new or different payment method. The way the order was paid for, each gift card was used first therefore they were refunded first and the remaining amount was put back onto the credit card that was used to pay for the rest of the order.  We have supplied all the information we have on the gift card and the credit card used. I do apologize if you do not have those cards anymore but we can not offer more of a refund for product that was already refunded.

  Thank you, 

  Customer Answer

  Date: 10/17/2023

  Dear New York Lighting,

  While I do understand your attempt at refunding the various pre-paid **** Gift Cards that I used during my placing this large order, you must try to understand that I asked for an exchange, not a refund. This was communicated to the agent in charge of my receiving  damaged pendants. This was not only communicated via email to ***., but via phone call when an associate provided verbal communication on my behalf. Quite frankly, the communication could have gone so much better, and the resolution would have been best for both NYL and myself. You basically lost a sale on 3 high end pendants due to not simply exchanging these pendants or providing a credit to me. There was a reason I asked for an exchange and that was due to loving these lights, as well as knowing that although you may have been able to refund the pre paid gift cards, I on the other hand knew that they weren't reloadable, so I cut them up after placing my order. 

  It was your choice to refund me, while all I wanted was an exchange. Also, you could have communicated with me as to which card to refund since I used a ****** **** as well. I paid over $1300 with this card, but NYL chose to refund me only a portion ($866) to this card. I feel there was a chain of miscommunication from beginning to end. Repeating, this could have gone so much smoother and we wouldn't be using the BBB forum to discuss this.

  If you refer back to my initial discussion with NYL, all of my communications were in regards to an exchange, never remotely did we discuss a refund.

  So again, while NYL feels they did their do diligence by supplying a refund, you made a pre paid **** company richer and your customer lost over $1000! 

  I'm sorry that your employee(s) did not do as we discussed and therefore we are in this state of having my lost a large amount of money and still have no pendants. Your salesperson also lost her commission on this part of my order.

  I'd appreciate someone in your company looking up the dialog of communicated emails that I exchanged with NYL. Especially the one from the agent in charge of supplying a smooth return of the damaged pendants and then supplying a smooth replacement. She asked for nothing less than a 5 star rating in an email when the resolution hadn't even been discussed yet.

  I'm so very disappointed that it's been over 2mos since I placed this order and yet no pendants. 

  Sincerely.

  Customer Answer

  Date: 10/17/2023

  This email that I attached, (disguising the email addresses as well as the signature proves that an exchange was planned to be the resolution between both myself and NYLightings Agent.

  Thank You!

  Customer Answer

  Date: 10/17/2023

  I apologize, previous attachment of the email I stated that I would post did not attach.

  Customer Answer

  Date: 10/17/2023

  Trying again to upload that email from LNY to myself dated August 14, 2023

  Customer Answer

  Date: 10/17/2023

  Trying again to upload that email from LNY to myself dated August 14, 2023

  Customer Answer

  Date: 10/17/2023

  Thank you for your timely reply.

  I believe that the refund process has been well addressed already. The issues that remain in question are the following:

  *LNY decided which cards to refund first.

  *I did not supply you with a NEW FORM OF PAYMENT TO REFUND.

  *You used the ********** for the remaining refund after refunding the prepaid giftcards for the returned pendants.

  *Just because I paid with multiple forms of payments, this does not justify which ones are refunded first. I don't believe that there is any law regarding this form of refunding process.

  *Bottom line, there could have been some communication with me in regards to the refund in general. When I called on the day when I noticed the pendants reached LNY after being shipped back, I reached someone who was standing in for the gal in charge of the refund as she was on her dinner break. This gal mentioned that she knew exactly what I was referring to in regards to paying with gift cards.

  *She stated, "This situation will serve as a great training tool in the future as to explain to others to discuss the issues surrounding pre paid gift cards, returns with the customer, etc". At the very least they could have mentioned to hang on to the prepaid cards regardless.

  *Lastly, the email from LNY to myself on August 14, 2023, that I just attached to this complaint explains it all. It states:

  "Thank you for your follow up. I have submitted in the photos and requested replacement asap"

  {{Note; "AND REQUESTED REPLACEMENT"}}

  I HAVE AN ADDITIONAL EMAIL WITH FURTHER FOLLOW-UP FROM THE SAME AGENT THAT BASICALLY STATES THE SAME THING. I WILL ATTACH IT AS WELL.

  Customer Answer

  Date: 10/17/2023

  Here is the follow up email from the same agent confirming that she did reveive my photos (which were apparently acceptabl) on the same day (August 14th, 2023). The issue was that there was no follow up communication even after I left 2 voicemails and finally spoke to another agent who relayed information back and forth between the returning agent & myself. From there I was finally sent return labels and within 2 days I found out about the "refund" rather than receiving an exchange. No explanation provided.

   

   

  Customer Answer

  Date: 10/17/2023

  Here is the follow up email from the same agent confirming that she did reveive my photos (which were apparently acceptabl) on the same day (August 14th, 2023). The issue was that there was no follow up communication even after I left 2 voicemails and finally spoke to another agent who relayed information back and forth between the returning agent & myself. From there I was finally sent return labels and within 2 days I found out about the "refund" rather than receiving an exchange. No explanation provided.

   

   

  Customer Answer

  Date: 10/17/2023

  Again having glitches. Hopefully this email attached 

  Customer Answer

  Date: 10/17/2023

  Trying one more time. I do apologize 

  Customer Answer

  Date: 10/17/2023

  Hope this works

  Customer Answer

  Date: 10/17/2023

  I'm so sorry my phone is giving me issues. I continue to upload the same email even tho it's a different file. 

  Customer Answer

  Date: 10/17/2023

  Last time. 

  Customer Answer

  Date: 10/17/2023

  2nd Email

  Customer Answer

  Date: 10/17/2023

  2nd Email

  Customer Answer

  Date: 10/20/2023

  [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: ********
  
  I am rejecting this response because:
  From what I am able to gather (and view), unless I am missing a reply from Lighting New York, I see that they have continued to state the known information: This information is that they refunded my prepaid **** Gift Cards an amount over $1000. They do not acknowledge that I no longer have these **** cards due to my understanding that they were not reloadable.

  Not only that, but the understanding between both LNY and myself, that I had requested that my damaged pendants be exchanged, not refunded. I've attached an email indicating that this was the communicated resolution with one of the return specialists at LNY.

  It's in black and white, clear and concise. I'm out nearly $1100!! All I want is a credit to their store at this point. As much as I don't want to do business with them again, I still need the pendants that were returned.

  PLEASE READ THE EMAIL ATTACHED AGAIN TODAY WHICH WAS SENT TO ME ON AUGUST 14, 2023 WHICH STATES FROM THE RETURN SPECIALIST AT LNY: Follow up [*******-******]

  [[[08/14/2023

  Good Afternoon,
  

  Thank you for your follow up. I have submitted in the photos and requested replacement asap. As soon as I get a further follow up on that I will let you know.]]]

  AS YOU READ [WITHIN THE BRACKETS], THE AGENT CLEARLY WAS AWARE THAT A REPLACEMENT WAS REQUESTED, NOT A REFUND. THIS IS WHAT I WAS ANTICIPATING. REGARDLESS OF WHETHER THEY REFUNDED ME, I NO LONGER HAVE THE GIFT CARDS AS THEY WERE FULLY "USED" TO THE EXTENT OF THEIR VALUE.

  I WOULD THINK THAT ANY COMPANY WOULD MUCH RATHER KEEP A SALE BY EXCHAGING THE ITEM VS REFUNDING IT. PERHAPS I SHOULD CONTACT THE HIGHEND MANUFACTURER?

  Regards,
  
  *********************

  Business Response

  Date: 11/01/2023

  I would like to add to her asking for an exchange. Yes the customer did ask for an exchange and when she was made aware of the time frame for exchanges she was upset and stated she did not want to deal with this lengthy process and no longer wanted to work with us. She wanted labels to return asap and get her money back. This conversation took place on 8/16/2023 at 11:29 AM.  To which we did a return only and refunded the cards she used to purchase.  Lighting New York did not tell her to throw away said cards . We must refund back to the form the items were paid which were the **** gift cards.  We are not responsible  for the customer throwing away her gift cards.

  Thank you, 

  Customer Answer

  Date: 11/06/2023

  [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: ********
  
  I am rejecting this response because: Unfortunately it saddens me that there was so much untruthful content to this companies reply. I'd like to know who came up with what they are submitting in regards to my replies during this hectic situation. I truly dislike the need to be repetitive, but this transaction could have gone so easy! Instead, I was placed in the hands of an exchange specialists who (as written in my previous attachments), stated that she received my photos of the damaged pendants that I received and an exchange could be done with no problem. After not hearing from her for days after leaving messages for her, I found out that she had placed a call to the manufacturer.....WHY, I haven't a clue? I was simply wanting the process to continue so that I could have receive the exchange sooner than later. What I had said I had said to them was, "The Lights Need To Be Returned Regardless Correct"? So could we please get things started by my receiving the promised labels to return the pendants? I mentioned an exchange or a credit. Instead, I received the majority of the amount of the refund on the gift cards when I also used a ********** for my original form of payment. They charged $1378 to my ********** when I placed the order, but when they provided a refund, they only credited my ********** $866.88. Why did they take it upon themselves to decide which form of my original payments would be refunded?? They could have asked me prior to doing this. I never said that they told me to throw away the gift cards, but I WAS told that they would use this example as a learning and teaching tool in the future. They really should have taken a look at the form of payment that I used for the majority of the order.

  Regards,
  
  *********************

  Business Response

  Date: 11/07/2023

  Hello,

   We understand you that you used your ********** to pay the remaining balance of $1340.27 but you used your gift cards first to pay partially and as stated many times we must refund the same way the order was charged. If you would of paid first with your ********** you would of received the refund first on the ********** but the gift cards were used first to pay the portion and the refunds automatically start with the first card and work there way down the same way it was paid it gets refunded. That is why there was only a certain amount  refunded to the ********** after the gift cards were refunded. 

  thank you, 

  Business Response

  Date: 11/15/2023

  Hello,

   This message is for ******* at the BBB. I tried to phone you back but it stated you were on another call . When leaving a voicemail it ended it while talking.  For this order, The customer purchased more items than she has returned. Her entire order was for $2,430.78. She did the gift card payments first  as following.. $500.00, $500.00, $40.00, $28.88, $21.63 then she had a remaining balance of 1340.27 which she then paid that with her actual bank card. Our system is going to refund exactly how it was paid.  Which was in increments as above. She returned $1,846.59 plus tax worth of items so it refunded all the gifts cards and the remaining balance that was left of the $1,846.59 went to her bank card $866.88. She still has the other items which leaves another $473.39 that is on her bank card that we can not refund as she has the items still for that amount. I do hope this clears up any questions. 

  Thank you! 
  

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I am writing to file a complaint against Lighting New York due to deceptive advertising and an unfair return policy. The poor experience with this company has left me out of pocket by a substantial $1282.01.I purchased the "Organic 12 Light 40.00 inch Island Light" by ******** from their website. The product was not as described - it was of low quality, made with cheap plastic parts, and imbalanced. Moreover, the decorative plate did not even fully cover the electrical box, exposing the drywall cutout around the edges. The quality of this product was significantly worse than something you'd find at a discount store like ******** To make matters worse, the packaging was filled with fiberglass, leading to an uncomfortable and potentially hazardous exposure in our home.When I attempted to return the product, Lighting New York informed me that I would have to pay for the return shipping. The cost of this was an exorbitant $464.09. This was not clearly stated on their website, which heavily promotes free returns and a "risk-free guarantee". The true details of the return policy were hidden further down the page and were not mentioned on the product page. The main product page also made no mention that this item did not qualify for free return shipping. In fact, it only promotes their guarantees, no restocking fees, and free returns.I feel that I have been severely misled and deceived by Lighting New York. I am seeking a full refund for both the product and return shipping costs, totalling $1282.01.

  Business Response

  Date: 06/22/2023

  Good afternoon,

  This issue was completed on 6/15/2023. We have refunded the customer in full for the item on 6/15/2023 We have also mailed a check to the customer on 6/20 in the amount of $469.09. a dispute should not of been opened as we did as the customer asked.. 

  Thank you, 

  Customer Answer

  Date: 07/06/2023

  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. 

  For the record, this complaint was opened after their customer service representative refused to refund me for the shipping, and before the issue was finally resolved by a manager. The manager who handled my case was aware the complaint had already been opened before any steps were taken to rectify the situation. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/07/2023

  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.

  This is in regards to order number *******. I purchased a light fixture for a total of $814.55. I asked to return it, and they responded that they do not accept returns of fixtures that have been installed. Their posted policy does not mention this. It only says that the fixture must be uninstalled, which means that it is removed from installation in common parlance and according to the dictionary.

  Business Response

  Date: 06/07/2023

  Good afternoon,

    The term "Uninstalled" in Lighting New York's policy's means not installed. Once a fixture is installed, we cannot take it back. This would be a liability for our company to return an installed item under remorse. I apologize but we can not return this item under remorse. 

  Customer Answer

  Date: 06/15/2023

  [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: ********
  
  I am rejecting this response because:

  This is not an acceptable or reasonable answer. The word "uninstall" means to remove from installation, and the policy is written in a way that this standard definition makes sense. In addition, their return policy contains a clearly labeled list of conditions that preclude returns, which makes no mention of installation.

  Moreover, as I explained to the merchant, this item was never truly installed. It was connected temporarily to power and held in place. No screws were attached.

  Regards,
  
  ***************************