Louie Lighting, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am demanding a full refund and proof that the money was credited to my account.

Regards,

Ms. [redacted] did place her order via our webstore mid-day Friday.  As this order was shipping directly from the manufacturer to the customer, we first checked availability of the product. As the item was in stock the order was sent to the manufacturer on Friday and we were given their standard...

processing and shipping timeframe of 1 to 3 business days. The general lead time to ship is information that is stated on every product page on our site, directly below the item’s price. For this particular item it is stated “Availability: Usually Ships in 1 to 3 Days” and does not state it is to be delivered in 2 days nor is there any reference to a guaranteed delivery date ([redacted]).  I attempted to explain the information shown on the site but was unable to do so. 

 

The information is noted in lead times to ship, since the customer ordered using the standard ground shipping, there would also be ground transit time once shipped. We do understand many customers need their items by a specific date and do offer expedited shipping when inquired by the customer. We will be able to provide them with an expedited freight quote and the customer can determine if they wish to purchase.

  

When Ms. [redacted] called, I checked to see if tracking information was yet available and since it was not, I placed her on hold to contact the manufacturer to inquire about her order. They stated that it was being picked and was shipping that day which I reiterated to Ms. [redacted].  At this time she asked to cancel the order and I stated I was able to cancel for her.  Her order was cancelled and refunded a few minutes after her phone call requesting the cancellation and an email confirmation was also sent to her at that time (sent at 1:20pm on June 25th). 

I am sorry that Ms. [redacted] was not satisfied with her experience at Louie Lighting, we do value our customers and do all in our power to have orders ship as quickly as possible to them.  We would like her offer her a discount on her next order if she chooses to order with us again.  

Thank you,

Manager

Review: I placed my order on June 20th. Based upon the information provided I expected the order by Tuesday June 24th. On June 25th and after I did not get the order I contacted your business and spoke with [redacted]. [redacted] put me on hold and came back to the phone and told me that my order would ship today. I explained that was not satisfactory to me. I suspected that my order was mishandled and but for my call was the order going to be shipped today. I asked for Supervisor and [redacted] states she is that supervisor. I told her that the offer to just send the item out today was not acceptable to me. [redacted] refuted that Louie lighting would agree to have item received within 1-3 days. [redacted] states it will have it shipped in 1-3 days. When I pointed out that it was now 5 days, shifty [redacted] says Louies lighting policy is to "usually" ship in 1-3 days.

I don't want to do business with a company who feels free to change its story or promises when their error has been revealed. [redacted] thought she could raise her voice over mine and that would make her believable. Please know that I am sorry I ever decided to do business with Louie lighting and I do expect a full refund as discussed asap.

Please know that it not proper business acumen to make excuses for a promise that was made and relied upon. I will do everything I can to make other aware of your business practices.Desired Settlement: Full refund plus statutory interest for loss of use of money for the time it had the money and it took to credit in account.

Business

Response:

Ms. [redacted] did place her order via our webstore mid-day Friday. As this order was shipping directly from the manufacturer to the customer, we first checked availability of the product. As the item was in stock the order was sent to the manufacturer on Friday and we were given their standard processing and shipping timeframe of 1 to 3 business days. The general lead time to ship is information that is stated on every product page on our site, directly below the item’s price. For this particular item it is stated “Availability: Usually Ships in 1 to 3 Days” and does not state it is to be delivered in 2 days nor is there any reference to a guaranteed delivery date ([redacted]). I attempted to explain the information shown on the site but was unable to do so.

The information is noted in lead times to ship, since the customer ordered using the standard ground shipping, there would also be ground transit time once shipped. We do understand many customers need their items by a specific date and do offer expedited shipping when inquired by the customer. We will be able to provide them with an expedited freight quote and the customer can determine if they wish to purchase.

When Ms. [redacted] called, I checked to see if tracking information was yet available and since it was not, I placed her on hold to contact the manufacturer to inquire about her order. They stated that it was being picked and was shipping that day which I reiterated to Ms. [redacted]. At this time she asked to cancel the order and I stated I was able to cancel for her. Her order was cancelled and refunded a few minutes after her phone call requesting the cancellation and an email confirmation was also sent to her at that time (sent at 1:20pm on June 25th).

I am sorry that Ms. [redacted] was not satisfied with her experience at Louie Lighting, we do value our customers and do all in our power to have orders ship as quickly as possible to them. We would like her offer her a discount on her next order if she chooses to order with us again.

Thank you,

Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am demanding a full refund and proof that the money was credited to my account.

Regards,