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Business Profile

Light Fixtures

Flos U.S.A. Incorporated

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Light Fixtures.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/01/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 with Flos on March 21st and realized immediately that I had entered the billing address as my shipping address. I intended to enter a different shipping address since I am traveling away from home. Also, packages get stolen from outside my billing address front door. So, I emailed them within 2 minutes of placing my order to cancel this order and I placed a second order with the correct shipping address. They emailed me after 5 hours saying the package had been already shipped which was a lie since the *** label was not even created till March 25th. I even asked them to call *** and have the address changed. I also informed them that the package gets stolen from my front door. They refused to work with me and also lied to me. The *** label was not created 4 days after the order was placed, so they could have easily stopped the shipment from their ******** the package has been delivered to the billing address and I won't get there for the next several days. The package is exposed and there is a strong chance someone will steal it. I would like to be refunded for the item and they can schedule *** to pick up the package from the front door if it is still there.Order #: ****************** Amount: $61.74 Purchase date: 20 Mar 2025

    Customer Answer

    Date: 04/26/2025

    Better Business Bureau:

    At this time, I have not been contacted by Flos U.S.A. Incorporated regarding complaint ID ********.

    Sincerely,

    ****** ******

  • Initial Complaint

    Date:03/31/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered a Bilboquet light from FLOS on 2/24/25 for $389.57.Item delivered on 3/3/25. Upon opening and attempting to assemble the light, it would not properly assemble. The light is defective. I emailed customer support within hours of receiving to notify of the issue (with pictures) and to request an ***, shipping label, and refund. Received a reply on 3/4/25 that more photos are needed and if I wanted to return I would be responsible for shipping.I emailed them back 5 times over the following 3 weeks with more photos and requesting RMA/label/refund. I received no response.I have called, and was told it is being escalated and I will have a reply in 2 days. I received no reply.I called again, and was told it is being escalated and I will have a reply in 1-2 days and was then proceeded to be hung up on. I have received no reply.They shipped me a near $400 defective product and are ignoring and avoiding responsibility.

  • Initial Complaint

    Date:02/28/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 initially contacted Flos via email on 1/30 to inquire about an issue I had about a lamp I bought since it is blowing through bulbs for some odd reason. I provided my order number and a photo of the just like they asked. Waited a week no response so I called. I spoke to a *** named ******* both via email and by phone who told me my case has been escalated. No one ever told me anything or gave me an update since my initial email. It's now almost 2/27 and my issue isn't resolved and my lamp isn't working. I spent 2k on a lamp that doesn't work and a company who isn't helping me at all. It's so disheartening why isn't anyone getting back to me to fix this issue. I have a feeling they're ignoring me on purpose at this point.

    Customer Answer

    Date: 03/27/2025

    Better Business Bureau:

    At this time, I have not been contacted by Flos U.S.A. Incorporated regarding complaint ID ********.

    Sincerely,

    ****** *********

  • Initial Complaint

    Date:08/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Purchased a floor lamp in June of 2022, there is a 2 year warranty from the company for their products. At 1 year post purchase, the lamp was found to be faulty (glass portion fell off (glue was poor quality) and LED light failed to work. Emailed customer service, was told to purchase replacement piece for $200. That piece also came fallen apart with faulty glue, did not fix LED portion. Emailed again asking, was ignored for months despite repeat emails, then 1 week after the 2 year **** was told that there is nothing they can do. Intentionally avoided carrying out warranty.

    Customer Answer

    Date: 09/07/2024

    Better Business Bureau:

    At this time, I have not been contacted by Flos U.S.A. Incorporated regarding complaint ID ********. I have not heard back from any emails I have sent since the last communication about warranty replacement.

    Sincerely,

    *********************

Flos U.S.A. Incorporated is NOT a BBB Accredited Business.

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