Lamps Plus

Recently, I purchased a floor lamp hereWhen I got it home and started putting it together, there were several pieces missingI had help to assemble the lamp so I was especially upset that I could not get the job completed while I had helpI called the store and told the sales person, SallyShe was helpful, did all she could do to help meShe let me have the floor model that was already assembled so I did not need to arrange more help for the assemblyShe wrapped the lamp to secure it from damage during transportShe called me and told me that since it was raining, she would meet me at the car so I did not have to get wetLamps Plus needs to keep this lady as an employeeShe goes above and beyond to help her customers

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Lamps Plus is very sorry for Mrand Mrs [redacted] 's frustrations over this line of fixturesThank you very much for the additional feedbackWe have addressed the issue with the manufacturer, and have discontinued carrying the product line in the storeWe hope that the manufacturer does make appropriate changes in the fixture's documents

I am very sorry of this great inconvenienceI certainly understand you have a product that isn't useful to youWhile we are more than happy to help, our policy allows us to accept returns systematically within daysI did conduct an investigation and reviewed the call received on 12/1/with [redacted] as all calls are recordedWe were advised that you would like to purchase the limiter as the installer put in the incorrect bulbs which caused damage to the lightWe were then informed that the part needed to order would be 133-per your communication with the vendorWe were later asked if the part would fix the light issue and [redacted] confirmed that this is correct as limiters control the light and at times when they do fail, changing out the limiter will bring the light back in full operationsWe however were not given any further details on the product such as model number or order I.D ( if the fan was purchased from us) to investigate the product furtherNo recommendation was suggested by our staff on weather this part would work with the model number in useIt is unfortunate we did not know more about the product as we would have loved to get you the correct part At this time, we are unable to process a return or a refund on this order however, if you have the correct fan model number we are more than happy to work with the vendor on getting you the part neededWe can be reached at ###-###-#### Reham A lamps Plus Inc

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12344413, and can confirm that their description is accurate--after further investigation with the manufacturer, the limiter I purchased does appear to match the one designed for the fan However, it still is of no use to me, because the problem has been determined to be a defect with the fan going beyond what can be fixed by the limiter I remain disappointed that even a partial credit on the $is not available, due to strict adherence to the day return policy However, I will accept the resolution

Hi *** , As per your Email/Phone message I am forwarding the correspondence we had with Mr*** We will be glad to honor that credit as we indicated below in the email sent to him and are willing to help him buy another lampI have been trying to locate the record of that lamp purchase
transaction and asked him to try and locate the date of the purchase made on the credit card, possibly using his credit card statements to locate the information.When we reviewed the condition of the lamp, it showed more than usage and was severely damaged.As you can see from our correspondence below, we contacted the customer same day and tried to resolve the situation promptly.Please don't hesitate to call us if you need further information and we would be happy to discuss it with you

We sincerely apologize for this unfortunate situationWe do advise online in our shipping policy that standard shipping is done via all major ground carriers, including FedEx, UPS, United States Postal Service (USPS), and FedEx SmartPost (which uses USPS for final delivery to the package
destination)If you location is unable to receive delivery by any of those methods, we would need to be advised of this beforehand so that we are able to ship your order properly
We reviewed this order and you contacted us 10/12/to advise you did not receive your shipmentsWe had not received the returned items yet at that time, but we did create the return record so that we can reship your order using FedEx Ground onlyThen on 10/16/you contacted us again and advised that you wanted a refund instead of replacements, so we set that upA refund for $was processed on 10/24/for the one light that we received backWe still have not received the second fixture, so that is why that one has not been refunded
Since the second fixture appears to be lost in transit at this time, we are going to go ahead and process the second refund to get you taken care ofThat has been processed on our end, so you should be seeing that within about to business days, back onto the original form of payment
Should you have any questions or need anything else, please do not hesitate to call us at 1-***

Hello ***,
Thank you for taking the time to give us your reportI am very sorry to hear this item didn't work out in your favorI have looked into the communication that took place where we have offered the option of a pre-paid label at the $rate if higher rates were given by the carriersUnfortunately ***, we are unable to credit any funds paid outside of our institutionThis is why we asked that you contact us if the rates were higher so that we may issue a label at this low rateThis type of label was an exceptional offer due to the circumstance
I would like to however resolve this by offering a $credit on a new purchase with usTo receive this credit, you must place the order with a product specialist and reference your order I.D number ***
Please accept my apology for this inconvenienceIt is our priority to deliver the best of service to our customers through better solutions
Reham A
Lamps Plus Team

Hello ***,
Thank you for taking the time to give us your reportI am very sorry to hear this item didn't work out in your favorI have looked into the communication that took place where we have offered the option of a pre-paid label at the $rate if higher rates were given by the
carriersUnfortunately ***, we are unable to credit any funds paid outside of our institutionThis is why we asked that you contact us if the rates were higher so that we may issue a label at this low rateThis type of label was an exceptional offer due to the circumstance
I would like to however resolve this by offering a $credit on a new purchase with usTo receive this credit, you must place the order with a product specialist and reference your order I.D number ***
Please accept my apology for this inconvenienceIt is our priority to deliver the best of service to our customers through better solutions
Reham A
Lamps Plus Team

Customer *** *** under Amazon order I.D 1***, has contacted us to return his order due to inaccurate description you can find this information here
https://www.amazon.com/Black-Can-Mini-Accent-Light/dp/B0000DI4D8/ref=sr_1_1?m=AB...⇄ We do have this item listed with its correct measurements including the recommended bulb type to be used with it for best fit We then issued a return authorization letter to allow our customer to return their order at their own expense as per the product, we have it listed correctly Our return authorization letter does indicate that return shipping fees aren’t refundable and I’ve included a copy below After the order has been returned, Mr*** did request for the return shipping fees to be reimbursed however, this is not possibleWe later then advised him that we are happy to credit him this fee on a new order as an option and to try and reconcile however, he refused to accept this offer Please let me know if there is anything further needed

please email me a copy of the receipt and I will see what is possible to meet your request. My email address is [redacted]@lampsplus.com please state the order I.D number in the subject line.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12344413, and can confirm that their description is accurate--after further investigation with the manufacturer, the limiter I purchased does appear to match the one designed for the fan.  However, it still is of no use to me, because the problem has been determined to be a defect with the fan going beyond what can be fixed by the limiter.  I remain disappointed that even a partial credit on the $135 is not available, due to strict adherence to the 60 day return policy.  However, I will accept the resolution.

Initial Business Response /* (1000, 5, 2015/07/08) */
Lamps Plus is very sorry for Mr. and Mrs. [redacted]'s frustrations over this line of fixtures. Thank you very much for the additional feedback. We have addressed the issue with the manufacturer, and have discontinued carrying the product line in...

the store. We hope that the manufacturer does make appropriate changes in the fixture's documents.

I am very sorry of this great inconvenience. I certainly understand you have a product that isn't useful to you. While we are more than happy to help, our policy allows us to accept returns systematically within 60 days. I did conduct an investigation and reviewed the call received on 12/1/2016 with...

[redacted] as all calls are recorded. We were advised that you would like to purchase the limiter as the installer put in the incorrect bulbs which caused damage to the light. We were then informed that the part needed to order would be 133-651 per your communication with the vendor. We were later asked if the part would fix the light issue and [redacted] confirmed that this is correct as limiters control the light and at times when they do fail, changing out the limiter will bring the light back in full operations. We however were not given any further details on the product such as model number or order I.D ( if the fan was purchased from us) to investigate the product further. No recommendation was suggested by our staff on weather this part would work with the model number in use. It is unfortunate we did not know more about the product as we would have loved to get you the correct part.
At this time, we are unable to process a return or a refund on this order however, if you have the correct fan model number we are more than happy to work with the vendor on getting you the part needed. We can be reached at ###-###-####
Reham A.
lamps Plus Inc.

I am rejecting this response because: I didn't know return shipping was at my cost.  This was not clearly displayed on the item listing,  When I use Amazon Prime I expect a certain level of service.  I would have never bought from this company if I knew this.  The item was not represented correct (deceptive picture) and buyer return shipping was not clearly stated.Even Amazon open a cases against this seller for not following the rules.[redacted]