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:04/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 July 3, 2024 I placed an online order for an item with Brilliant Outdoors and my credit card was charged $187.84. A few days later received a call advising the item was back ordered until September, I agreed to the backorder.October 31st, I called to get an update on the order and I received an email from Payam on 11/1/ that the item was on backorder with an ETA of 12/27. I asked for the order to be canceled via email. On December 26th, I called again to get an update on my refund and I was notified via email on 12/27 the item is on backorder another couple of months so it was canceled and a refund check will be mailed shortly. I received a refund check from Lamp Boutique dated 12/28. I immediately deposited it only to be informed by my financial institution that it was returned as a closed account and I was charged a $25 refund fee. On January 17, 2025 I called and emailed Payam using the same contact information we previously communicated with and I have not heard back yet. I am expecting a refund for the credit card charges, the interest, and the returned check fee.

• Initial Complaint

  Date:12/26/2024

  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.

  On June 12th, I purchased 2 Dainolite Chandeliers from ******************** for $324.48. On June 13th, I was contacted by Mr. ********** via email alerting the lighting was on backorder and asked if I would be willing to wait until the end of August to receive it. I said yes, I was willing to wait until August. On September 5th, I contacted Mr. ********** via email asking for an ***. I was informed the lighting was still on backorder with an ETA of sometime in December. "Dainolite said they are still not on the water and are coming from *****." On December 6th, I contacted Mr. ********** asking for an *** on the merchandise and to ask if there was a problem with their website as the status link provided in my order email no longer worked. Also I ******* and the website seemed to disappear? I was informed the lighting was still on backorder with an ETA of middle of March, and the site is under construction with no ETA on when it would be back up. I requested a refund and was told a check would be issued the next day. I received the check 12 days later for $324.48 and deposited it the same date received, on 12/18. On 12/19, my bank returned the check for insufficient funds. I ordered merchandise over 6 months ago, never received, and never received a refund. It seems peculiar the website is down and check written from Lamp Boutique did not have enough funds to refund $324.48. Did Mr. ********** know there were not enough funds to cover? Is that why he continued to state the merchandise was on delay from *****? Is that why the website ******************** no longer exists? I have contacted my bank and filed a claim. I would like the money I paid for the merchandise I never received refunded immediately. Also to alert the BBB that this behvaior seems very suspicious.

  Business Response

  Date: 12/27/2024

  Hi ********,

  I apologize for our mistake due to the lack of funds in our account.  Our business is in the process of closing down.  I have put a stop on the check that I had mailed out and will mail out a new check and have doubled check in the account which now has sufficient funds which will cover your refund.  I apologize for the inconveneince.

• Initial Complaint

  Date:08/07/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 for 505 dollars. After the order was placed I was told the light was backordered for 5 months. I called and asked that my order be cancelled. It shipped anyway 5 months later. It was left at an empty job site. This company refuses to return my emails, refund me, or put in a claim with ****** They claim to have no log of my cancellation but admit themselves they don't record any log any phone calls. Buyer BEWARE.

  Business Response

  Date: 08/16/2024

  Hi, we never received an email from the customer stating to cancel the order, that's why the order ended up shipping to the customer's address which they ended up moving from.  I asked the customer to retrieve the package so we can issue a return but the customer doesn't want to get the fixture.  So then I told the customer we can only credit her half of the total since we never got the cancellation request and that she can't get the fixture back.  We are waiting on her confirmation for the half credit of the amount ($252.72)

  Will BBB or the customer remove the negative review on here if the $252.72 is refunded back onto her **** card?

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22108728
  
  I am rejecting this response because I DID in fact call and speak to someone named **** to cancel an order for a lamp that looked showed as available on your site, but was in reality on backorder for months. Your company admitted to me that you do not keep call logs so please let me know they are so sure I did not reach out to cancel.  They sent out an item, four months later than promised rather than issuing a requested refund , to a vacant property and demanded that I drive an hour,  over a week after delivery looking for a package sitting on a front stoop.  I did everything I could to reach out to the developer and anyone near the work site to help locate this company's lost package.  It is not my responsibility to drive 50 plus miles to a delivery address and ring neighbors doorbells to find their package.   I told them that I was not conveniently located to the delivery address multiple times.  Had I found it, I would have been happy to have someone mail it back and gotten the 500 dollar plus refund.

  No one signed for the package, it was prob left at the front of the house, valued over $500, and was likely stolen.  This is a issue for *** and Brilliant Outdoors to resolve and not my fault.  You have no proof of me doing anything wrong, I never received the package and a 50% credit is only Brilliant  outdoors  taking half the blame and attempting to get me to cover the rest of their mistake.

  Furthermore, I had to call and email countless times to get a hold of anyone.  It would take them a week to call me back. There would be very long delays with out response and they've ignored my emails (attached) entirely for the last few months, refusing to resolve this issue.  ************ has no accountability or organization and the worst customer service I have ever experienced.

   

  
  
  Sincerely,
  
  *************************