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:01/23/2023

  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.

  My wife broke a ******** (Lighting New York) light globe while cleaning it. I tried to find a replacement on their website (www.kitcher.com) but was unable. I did chat with an individual and sent a picture of what I believe was the correct light fixture. I have 3 ******** fixtures in my house and they all have the same globe (glass). The chat assistance said the information was sent to the warehouse and someone would be in contact via email. A few days later I received a quote for 1 globe (glass). I assumed it was the correct size and I decided to order 2 so we would have a backup. I placed the order ($23.62 each x 2 plus shipping $10.00 for total around $57.24) and the product was shipped. When it arrived the globe (glass) was similar but too small for my fixtures. I responded by email and the ******** Service agent will not all a return of the incorrect product. They did provide a quote for the correct item after emailing a picture and I did order 2 of the globes (glass) for my fixtures. I now have wasted around $60.00 and Lighting New York will not allow a return nor refund of the original incorrect product order.

  Business Response

  Date: 01/27/2023

  Good morning,

   All our documentation shows that the customer asked for glass for ********, which is the glass we sent out. I am not sure where he sent a photo over to the factory as that was not part of his conversation with Lighting New York. He states a few days later he received an email to place the order but that is not true, He reached out via our live chat asking to order glass for item ********. I reached out to the manufacturer to see if they would accept the return and they will not accept the return as it is parts. The order was marked as non returnable at the time of purchase as well. Lighting New York simply sent out the glass that was requested. 

  Thank you, 

• Initial Complaint

  Date:12/17/2022

  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 am a part time employee of The *********************************** ********** **. I ordered ON LINE three [3} replacement glass shades ONLY for lighting fixture ********** ** inches wide. My original request was a glass 15 inches wide and 4 inches deep. The d description in the ad did not designate "15 inches wide OVERALL" so I saw 15 inches anfd thought it was the glass size I requested return immediately and received an e mail dated July 28 2022 stating "we are working on this as quickly as possible" One e mail I was directed to take photos of all shades AND all packing material and submit. I do have copies of e mails and photos I was told that the correct shades I needed were not available and the wrong size are not returnable. My capability with the computer is VERY VERY limited.I submitted the above complaint to BBB **********, ** They informed me this would come under your area

  Business Response

  Date: 12/21/2022

  Hello *****,

   

  The width of the fixture ********* is ***** inches. The glass is not the same width. You received the correct glass as ordered. I apologize we cannot return glass. Thank you,

  Customer Answer

  Date: 01/12/2023

  [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:
  
  The description of the fixture shown on the web site noted "15 inches wide"   It did not 
  Regards,
  
  ***************************
  
  stipulate it was the overall fixture or the glass    I am not knowledgeable to add any attachments.  I do have documents from BBB ************** that I could mail to you..
  
  
  
  
  
  
  

  Business Response

  Date: 02/03/2023

  Good morning,

   If you were unsure of the dimensions needed, this could of been discussed  before the glass was purchased.  We were supplied a model number asking for glass , We placed an order with that glass requested. The correct glass was sent out for what model number was provided. 

   

  Thank you,

  Customer Answer

  Date: 02/08/2023

  [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:
  
  
  Regards,
  
  ***************************
  
  
  The dimensions in the catalog number selected on line stated 15 inches dimension..  t did not state "overall or glass" dimensions.  Your advertised  description was incomplete.
  
  
  
  
  
  

  Business Response

  Date: 03/27/2023

  Hello,

  The width of the fixture ********* is ***** inches. The glass is not the same width. You received the correct glass as ordered. The website states the glass dimensions * ***** * *****.  I apologize we cannot return glass.

• Initial Complaint

  Date:11/14/2022

  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 PURCHASED A PRODUCT, FOUND OUT IT WAS INCORRECT, TRIED TO RETURN AND GET MY MONEY BACK. THEY RESPONDED, SAID SORRY YOU ORDERED WRONG PRODUCT, THATS YOUR FAULT, YOU CAN'T RETURN AND GET MONEY BACK. THIS IS COMPLETLY UNACCEPTABLE

  Business Response

  Date: 11/15/2022

  Good morning,

   The customer provided the item number of the fan and stated that I'm pretty sure this is the fan and that he needed a light kit . Our quotes/orders show parts are non returnable before even being purchased. The quote was sent stating "********** LIGHT FOR ***** KIT, GLASS/FITTER MT SLV NON RETURNABLE" .  Even though it is wrong for him but not the wrong item that is on order we can not accept it back. Parts are non returnable.  This would fall under customer remorse. 

• Initial Complaint

  Date:09/23/2022

  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 purchased all my lighting for my new home since supply chain issues I ordered early but house wasn't ready for lights So beyond thirty days return window. I opened first box and just putting the piece together the glass shattered it wasn't dropped or mishandled . This was an800 dollar lite one of three poorly made and of terrible quality I splurged on these feeling I was buying high quality beautiful fixtures. I had two more I did not open, took photos and emailed company They wouldn't refund but would credit but charge 25%restock and charge shipping this would cost me about 400$ a defective overpriced fixture and I would have the rest in credit to spend there Awful customer service attitude and ungrateful for all the business I gave them

  Business Response

  Date: 10/05/2022

  Good morning,

   We have a 30 day return policy on remorse returns.  This policy is linked to every order and listed on our website.  We made an exception by allowing the return to be after 30 days. However with after 30 day returns, we have a few stipulations. the customer must pay to return ship, there is a 25% restocking fee and we will only allow store credit. Should the customer not agree, they do not need to return. However, this is the stipulations if they wish to return.  They may try to resell on their own to recoup some of the cost. 

  Thank you,