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Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ We contacted our customer and offered apologies for any issues with this, and also offered to either, a) furnish replacement lamps at our expense, or b) exchange the lamp for an equivalent lamp that uses a more commonly available lamp, in that the original lamp is not readily availableThe customer indicated she would be satisfied with this first optionThe bulbs are special order and will not be available until the end of August, but the customer indicated this was acceptable

Complaint: [redacted] I am rejecting this response because: When I purchased the lamp, the company indicated they would "always" have the bulb, however, they do not This is an unacceptable discrepancy and I will not be accepting of any excuse Either obtain the product from somewhere or refund my lamp money Sincerely, [redacted] ***

We are as frustrated as our customer by the situationThe bulbs the customer is unhappy about are specially made by an overseas manufacturer with whom we do very little business. We have been diligently following on the backorder and each and every month have updated the customer of our
attempts to secure the bulbWe originally offered to provide a new fixture that doesn't require this specialty bulb, but this was denied by the customer. We want every customer to be satisfied with our product and performance, but in rare circumstances like this, the solution is out of our handsWe are continuing our efforts and our vendor has indicated the bulbs will be available in early JanuaryUnfortunately, this is just the most recent of their promises, so we certainly understand and share our customer's frustration

No individual employee can guarantee we will always carry a particular stock, as vendors often change both the look and technical aspects of their products. We did reach out to the customer and reiterated our offer of a full refund of the original fixture if we cannot obtain the replacement bulbsShe indicated she would like to see if the January date is fulfilled

Complaint: [redacted]
I am rejecting this response because:  When I purchased the lamp, the company indicated they would "always" have the bulb, however, they do not.  This is an unacceptable discrepancy and I will not be accepting of any excuse.  Either obtain the product from somewhere or refund my lamp money.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/30) */
We contacted our customer and offered apologies for any issues with this, and also offered to either, a) furnish replacement lamps at our expense, or b) exchange the lamp for an equivalent lamp that uses a more commonly available lamp, in that...

the original lamp is not readily available. The customer indicated she would be satisfied with this first option. The bulbs are special order and will not be available until the end of August, but the customer indicated this was acceptable.