Urban Lights

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ Dear Mrs [redacted] , I sincerely apologize for the experience you had at Urban Lights, and want to assure you we take letters such as yours very seriously We are aware our customer service department has needed improvement and in the last days have made great strides in doing soNew and additional personnel as well as improved procedures have made an almost immediate impact in this departmentSadly, this came after your experience in late May of Admittedly, it appears we erred on multiple levels, of that I do not disputeBut I would like to state that in conferring with my staff involved with your transactions, there were a few items which were perhaps misunderstood by you (or not made clear by us) A glass top for the table, for example, is not an item we deal withYour sales person stated that he had mentioned this to you and even made a suggestion as to where you could purchase oneOur error was in sending one person to deliver the table to you The installer you selected was not an employee of Urban Lights, since we do not offer this service, but I do sympathize with your experienceUnfortunately due to our booming Denver economy, this is not the first time we have heard of an experience similar to yoursThe lack of qualified installers in a high demand environment make it difficult to hire skilled installers There is no excuse for coming off as “rude and uninterested†and for that I am truly sorry, however, our manager did indeed work with you when you returned the defective fixtureI understand that it was brought back without all the original parts or glass, yet once we found out the fixture was actually defective it became a moot point and we ordered a new fixture for you the very same dayYour replacement chandelier arrived in business days which is not unreasonableI acknowledge and apologize for our failure to inform you of your order status along the way I understand that Mr [redacted] recently spoke with your salesperson to tell him the second, replacement fixture, has also failedIt appears there is a design flaw in this new (as of mid-2105) product from the factoryI believe he expressed our regret and volunteered that we arrange to have the fixture taken down, picked up by us and a full refund givenThis we believe to be a better option than to take a chance on yet another failure Once again Mrs [redacted] I am sorry for your experience with usWe strive to improve everywhere needed and letters such as yours help us to understand where to direct our efforts firstPlease feel free to contact me at any time should the need arise Sincerely, [redacted] Operations Manager, Urban Lights [redacted] @urbanlightsdenver.com (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) The second light fixture also stopped working (a day or two after I filed the complaint)We have contacted the company and they have agreed to take the fixture back and provide a full refundThey have been friendly and responsive