Complaints

This profile includes complaints for Lamps Plus, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lamps Plus, Inc.

  20250 Plummer St Chatsworth, CA 91311-5449

  
• 

  Lamps Plus

  1303 W Morena Blvd San Diego, CA 92110-3839

• 

  Lamps Plus

  1705 Preston Rd Plano, TX 75093-5101

• 

  Lamps Plus

  9020 E Indian Bend Rd Scottsdale, AZ 85250

• 

  Lamps Plus

  956 E Imperial Hwy Brea, CA 92821-5612

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:10/27/2023

  Type:Delivery 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 am writing to bring to your attention a concerning issue related to Order ID: *********************, which was scheduled for delivery on Thursday, 9/7/23, at 1:02 PM. On that day, I was expecting two separate shipments, and regrettably, one of them has not been received.The missing item is identified by the *** 811P0, described as "Hiroshi 13" Wide Antique Brass and Natural Sculpture." However, upon reviewing the provided tracking numbers, specifically ************ and ************, it is evident that only one item, *** 729E5 ("Arteriors - ****** Centerpiece"), was delivered. Just one item in total was delivered. Both tracking numbers have the same photo, which means there is no proof of delivering the item that i'm talking about. This conclusion is substantiated by the proof of delivery pictures associated with both tracking numbers, which display identical images showing the Arteriors - ****** Centerpiece as delivered.I have conducted a thorough review of the delivery documentation and can unequivocally confirm that the delivered package contained solely the Arteriors - ****** Centerpiece. Unfortunately, the ******* 13" item remains outstanding.I kindly request your immediate assistance in resolving this matter. My order clearly stipulated two separate packages, one for each item, and the photographic evidence used as proof of delivery indicates only one package was delivered.

  

  Business Response

  Date: 10/28/2023

  Thank you for your claim, *****, Im very sorry to hear about the continued issues you experienced with your order. I reviewed the order in detail and have escalated the request to reopen and review the investigation with the carrier for item #***P0. I truly appreciate your patience and understanding while we continue to work on your request. If you have any questions, please feel free to contact me at any time. 

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20785873
  I would like to reiterate the issues I've been facing with my order and express my disappointment with the handling of my case by Lamps Plus.
  
  As I previously mentioned, I have made multiple attempts to resolve my concerns regarding my order, but unfortunately, I have encountered obstacles at every turn. I initially contacted a couple of managers from Lamps Plus who advised me to file a dispute if I wanted a refund because, according to them, they were unable to assist with my issue.
  
  I took their advice and opened a dispute and a claim with *****, as per their instructions. However, I am now facing another roadblock.***** has requested a claim waiver from the shipper to proceed with my claim.but my request for this waiver was denied by yet another manager from Lamps Plus, this manager informed me that I should file a dispute if I wish to receive a refund.
  
  I must admit that I am deeply disappointed and frustrated by this sequence of events. The purpose of contacting Lamps Plus customer service was to seek a resolution to the issues I encountered with my order, not to be directed in circles between different parties with no clear path to a solution.
  
  I would appreciate it if you could escalate my case or direct me to someone within Lamps Plus who can genuinely help me resolve these issues. I believe it is not unreasonable to expect a reasonable and supportive resolution from a reputable company like Lamps Plus.
  
  Your prompt attention to this matter is greatly appreciated.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/02/2023

  Thank you so much for your response, I truly appreciate your patience. Im very sorry to hear about the continued back and forth youre experiencing. I escalated your request to our management team whos working directly through ***** to find a solution. In the meantime, with an open dispute pending on the order our system automatically delays the process until the outcome or if the dispute is closed.
  
  If you would like to place a new order for the item, Im happy to assist with place a new order with a $35.00 discount. If you would like to move forward with placing the order, please contact me at **********************************. 

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20785873
  Thank you for your offer to place a new order with a $35.00 discount. After careful consideration, I have decided to decline the offer at this time. I would like to continue with the resolution process for the existing order. Please keep me updated on any progress regarding the dispute.
  Thank you for your understanding.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/09/2023

  Type:Billing 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.

  On 9/15/2023 I placed an order with lamps plus. On 9/19/2023 I canceled the order as they were unable to fulfil the order. Since this date I have received countless unauthorized transactions on my debit card. Each time a charge appears, I have to call to get the charge removed. This is the 5th time I have been charged without my consent. The most recent occurrence is on 10/5 and 10/6 in which the following charges are showing on my account. *******************************

  

  Business Response

  Date: 10/09/2023

  Please accept our apology regarding the charges on your order. I have escalated your request to our ************************ to assist your further. We apologize for any inconvenience. Should you have any questions, please dont hesitate to contact me.  

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20706638
  
  I am rejecting this response because:

  I waited a couple days and I see the additional charges are still visible on my account. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/11/2023

  Hi *******, thank you for your reply. I apologize for the delay; I reviewed your order and can confirm we have requested the authorizations that are pending be removed from your account. Please note based on your account and account policy it may be a few days for the authorizations to be released. If you have any questions, please feel free to contact me. 

• Initial Complaint

  Date:09/26/2023

  Type:Delivery 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 ordered an item from Lamps Plus, received an acknowledgment and confirmation that the item was to be shipped. Subsequently, I received an email advising that the item was not available and would not ship for two months. I requested cancellation, but Lamps Plus has refused to cancel the order despite failure to disclose that the product was not available at the time of the order.

  

  Business Response

  Date: 09/26/2023

  Hello ****, thank you for your reviews and feedback. I apologize for the confusion regarding your order for the mirror. I reviewed the order and can confirm the vendor has successfully canceled the order. Please allow 5 - 7 business days for authorizations to drop from your bank account. If you have any questions or need anything else, please dont hesitate to contact me. 

  Customer Answer

  Date: 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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/28/2023

  Type:Delivery 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 PLACED AN ORDER FOR A CHANDLIER, RECEIVED A CALL TO VERIFY MY CREDIT CARD INFORMATION AND ADDRESS. I THEN RECEIVED AN EMAIL SEE ATTACHED THAT STATED THANKS FOR YOUR ORDER, WHICH WAS FOLLOWED WITH A TEXT **** DELIVERED. I CALLED AND THE REPRESENTATIVE STATED THE **** WAS DELIVERED TO ANOTHER ADDRESS. SHE THEN INSTRUCTED ME TO GO TO THE ADDRESS AND ASK FOR THE PACKAGE. I AM OUTRAGED I HAVE PURCHASED QUITE A FEW LIGHTS FROM LAMPS PLUS. I WAS ALSO TOLD SHE WOULD NOT SEND ANOTHER LIGHT OR CREDIT MY ACCOUNT. I AM VERY DISAPPOINTED WITH THIS COMPANY. I JUST RELOCATED FROM GA WHERE I ALSO HAVE PURCHASED LIGHTING HOW COULD THIS **** BE SENT TO THE WRONG ADDRESS.

  

  Business Response

  Date: 08/29/2023

  Thank you for contacting us and bringing this to our attention. Im very sorry to hear about your experience with us. I requested to have the call pull for review to investigate this further. Please allow ***** hours for further assistance.Should you have any questions, please dont hesitate to contact me at **********************************

• Initial Complaint

  Date:08/03/2023

  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.

  In June 2022, we purchased three Minka-Aire Fans from Lamps Plus. We had our electician ****************** install all three new fans after removing our three "old" working fans . We made the choice to tinstall these new fans based on recommendations from family memebers and from ***************. Purchase dates were 06/09/ 2022 and 06/13/.2022. Model # was F727 *******. THe cost of these fans was $747.63 and $306.84 for a total price of $1054.47. The installation was another $1,284,24 .Now, we have had to replace all three switches on all three fans--and when we complained to the company (Lamps Plus) they said maybe we had gotten "defective switches" and they eventually sent us three new switches. These new switches cost another $178.00 and $ ****** for our electrican to replace the old broken "defective switches" with new ones. The switches are so fragile, you must move each setting with extreme care or the tiny "nibs" on the switch will snap off.This is the second summer we have had these fans--and we have had problems with functioning switches again this summer. Now in August, all three fand have "new" replacement switches. We have spent a great deal of time and money to have *************** come to inspect the fans and the switches. My wife and I are both senior citizens; and I am a 100% Disabled Veteran of the ************* We do not have central air in our home, so the fans are essential during the summer months.

  

  Business Response

  Date: 08/04/2023

  Hello ******, thank you for contacting us regarding the issues youre having with your purchase. Im happy to review this further, using your name, phone number and email I was unable to locate the order. Please provide me with the order number or let me know if the fans were purchased in-store or through one of our marketplaces. I apologize for any inconvenience. 

• Initial Complaint

  Date:06/27/2023

  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.

  I returned a defective ceiling fan and was told a replacement would be shipped. It is going on a month. I would like a refund.

  

  Business Response

  Date: 06/27/2023

  *******************, thank you for your review. I apologize for the delay in receiving your replacement. I reviewed your order and spoke with *******, the agent thats assisting with your request, she advised she spoke with you this morning (06/27/2023)and informed you, the reship should be available within ***** hours and will contact you to confirm. Please let me know if youre still willing to wait for the replacement or we can attempt to cancel the replacement and issue a refund.Please note because the fan ships from the vendor I would need to request a cancellation to process a refund instead. I apologize for any inconvenience; please let mw know how you would like to proceed. 

• Initial Complaint

  Date:06/02/2023

  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.

  I have three identical fans that were installed by Lamps Plus as part of a new home construction one year ago. I am the owner and was instructed by the builder to contact Lamps Plus to repair or replace the three fans that are no longer functioning. I have been calling and emailing since December of *************************************************************** question. My quests were forced to use cell phone lights to navigate thier rooms. The issue has never been resolved which has caused emotional and financial stress.

  

  Business Response

  Date: 06/02/2023

  Thank you for your review, ********. Im sorry to hear youre having issues with your ceiling fans and have not received assistance with your concerns. I appreciate your time and speaking with me today; I went ahead and reached out to our professionalsdepartment to further assist and confirm the order that ****** placed. Once the order is confirmed, they or I will be able to assist you. If you have any questions, please let me know or you can reach me at **********************************

• Initial Complaint

  Date:05/23/2023

  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.

  Placed an order with lamps plus to realize within minutes the fans didn't have lights. Requested a cancelation. Monday comes, fan is shipped without cancelation. **************** waits until a day after it has shipped to respond to emails. Slow to respond with no way to contact. Waste of resources and time. Will not order from again.

  

  Business Response

  Date: 06/05/2023

  Hello ******, thank you for your review. Im sorry to hear your cancellation request wasnt fulfilled. We understand how disappointing this is. Depending on the fulfillment stage of the order, requests are not guaranteed. Im sorry I wasnt able to reach you over the phone to review this further. Using your name, phone number,and email, I was unable to locate an order for ceiling fans. To better assist,please provide the order number. 

• Initial Complaint

  Date:05/15/2023

  Type:Delivery 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.

  This customer purchased 2 porcelain Chinese pagoda statues from this company and I never received my order! The company says ***** said they delivered my order but I did not sign for my order and says it was left on a door step! How do we know whose door step it was left on? This company has been extremely extremely rude, uncooperative and refuses to do the right thing to towards this customer! I have tried endlessly to work with them and have found out since through research and reviews that this company is not at all about customer service and has numerous numerous complaints including ones as mine! Something has to be done about this!

  

  Business Response

  Date: 05/16/2023

  Hello *****, thank you for your review and for bringing this unfortunate situation to our attention. Im sorry to hear your order was not received. As a reminder, we have filed an investigation with the carrier on your behalf, and it has been completed. The carrier denied the claim as they concluded the order was correctly delivered. At this time, we recommend disputing the charges through your PayPal account, and Im happy to offer a discount on a new order. I apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20056855
  
  I am rejecting this response because:
  Both this company and ***** both owe this customer an apology and a refund and then some is absolutely warranted  for  this customer after everything I have went through! Not only did ***** deceive the delivery of my package when it was supposed to be delivered, and to the correct address when in fact it was just delivered today 5/16/2023 and my order was broken.  I'm furious at both of these companies for the treatment I have received and will provide pictures upon request of my damaged pagodas! I've never in my life been so  humiliated and been insinuated by Lamps Plus that I had received my package all along! They should be ashamed of themselves!! I would and will never shop with this company nor utilize ***** services for their deception.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/20/2023

  Hi *****, thank you for your reply. I apologize for the confusion; I reviewed your order (MG0408231314514319003), and the ***** tracking number ************; the package was marked as delivered on 04/17/2023. Im happy to assist further with a return for a refund. Please send clear photos of the damaged items and the boxs SKU number so I may complete your request. You may contact me at ********************************** and reference your order number. I look forward to assisting you. 

  Customer Answer

  Date: 05/22/2023

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

• Initial Complaint

  Date:03/31/2023

  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.

  I placed an order on 03/07/2023 for 3 lamps and a light bulb. I requested to return all three lamps and was provided 4 return labels and one RMA. I was able to repackage the lamps in the original boxes and put two of the lamps and their shades in one box. The lamps returned in one box are 17A62 and 17A16. I returned the eleganta lamp and its related shade in the second box, the lamp is 81K76. Both ***** tracking numbers show received by the Lamps Plus facility. I received an email regarding a return being processed for one lamp from each box, making a total of 2 lamps returned. I should have received a refund for the third lamp that was in the same box that housed the 2 lamps. I have called Lamps Plus on 2 separate occasions. I have never been offered a one call resolution. Instead Lamps Plus has created ticket after ticket regarding the issue. At this point I am frustrated and am not inclined to ever shop with this company again. They are holding on to my money and I returned all the lamps. They are being slow to respond after telling me to expect a response to my initial ticket within 2 days. I do not trust this company to take care of their customers or value their customer's time.

  

  Business Response

  Date: 04/01/2023

  Hello ********, thank you for reaching out and providing your claim for your refund.Ive reviewed your order ZV0307231039148519003 and the tickets we created, and it appears our warehouse team is still investigating and processing your refund.I apologize for the delay and any confusion. I have escalated the ticket request to rush so our team can process the remaining refund amount of $149.07. Should you have any questions or concerns, please feel free to contact me at any time.