DekorfineReviews of dekorfine.com

Response from DekorfineSep 19, 2026

Dear Travis, We are truly sorry to see that you feel disappointed with your experience, and we sincerely apologize for the frustration caused throughout this process. We would like to clarify that we have never refused to resolve the issue. After you reported the damaged lower section of the fixture, we offered a replacement part solution immediately as an alternative to returning the entire fixture. We also confirmed that the damaged part would not need to be returned and that we would arrange the replacement process. The reason we later contacted you regarding the shipping cost was not because we changed our commitment, but because our carrier informed us that your delivery address is classified as a remote area requiring a special air shipping arrangement. Unfortunately, this location detail was not identified clearly at the beginning, and we sincerely apologize for the confusion this caused. We understand that waiting longer than expected is frustrating, especially when you are working on a renovation project. We have continued to communicate with you and provide options. We are a legitimate lighting company with a U.S. customer service team, while our main production facilities are located in Asia where our fixtures are manufactured and quality-checked before shipment. Like many international lighting companies, this allows us to provide customized products while maintaining quality control and competitive pricing. We truly appreciate the feedback you shared regarding the installation experience, packaging, and product quality. We have already forwarded these comments to our team for review and improvement. We hope we can still find a fair solution and make this right for you. Our team remains available to assist with the replacement or another resolution that works best. Warmly, Sally Dekorfine Customer Service Team

Response from DekorfineSep 6, 2026

Hi Kevin, Thank you so much for taking the time to share your wonderful feedback with us! We’re delighted to hear that you’ve had a positive experience with our customer support team and that we were able to assist you with the shipping process. We always do our best to provide timely updates and helpful support throughout the order journey. It means a lot to know that you love our lighting collections! We truly hope your new lights arrive safely and that they bring a beautiful touch to your space. We’ll be looking forward to hearing your thoughts once you receive and install them, and we’d be honored to help you find more pieces for your home in the future. Thank you again for choosing Dekorfine and for your trust and support! Warm regards, Sally Dekorfine Customer Service Team

Response from DekorfineJul 7, 2026

Hi Daniël, Thank you for sharing your feedback with us. We genuinely care about your experience and would love the opportunity to address your concerns directly. We would like to clarify that we are a legitimate, registered company with our own dedicated customer support and manufacturing facilities based in Asia. This direct-from-factory model allows us to maintain strict quality control over our unique designs while keeping our pricing as competitive as possible. All orders are processed securely, shipped with valid tracking, and fully backed by our 3-year warranty and satisfaction guarantees. It is never our intent to leave a customer feeling disappointed with their purchase. Please reach out to our dedicated support team at [email protected] with your order number. We are completely committed to finding a fair and satisfactory resolution for you. 💛 Warm regards, Dekorfine Customer Service Team

Response from DekorfineJun 6, 2026

Hi Betsy, We are so sorry for the frustration and the mix-up with your order. We want to be completely honest about what happened. Our team looked into this right away and we sent you an update through email to correct the mistake. When we sent you the tracking link before, our agent accidentally made a typo and provided a tracking number from another shipment. We feel terrible about this clerical error and have already sent you the correct tracking details. Your package was indeed held up due to a random U.S. Customs inspection at the port, which unfortunately takes some extra time and is outside our control. The great news is that the fixture has now cleared inspection and is safe. We completely understand why you felt misled, and we never want our customers to feel that way. Please take a look at the email we sent you, where we offered a few solutions to make this right, including an option for a full refund. Thank you for your patience while we fix this administrative mistake. Best regards, Sally Dekorfine Customer Service Team

Response from DekorfineMar 25, 2026

Dear Charlene, We are sorry to hear that you were unhappy with your order. After receiving your complaint, we made efforts to resolve the matter by first offering a partial refund. After a PayPal dispute was opened and that option was not accepted, we also offered a return-for-refund solution. We have been continuing to communicate in hopes of reaching a fair resolution. We understand that different customers may have different expectations for a product, and we are sorry this item did not meet yours. Our team has been trying to work with you throughout the process, and we remain willing to help resolve the issue directly. Please provide your order number so that we can further check the details of your case and get back to you as soon as possible. Best regards, Dekorfine Support

Response from DekorfineMar 19, 2026

Dear Claire Ng, Thank you for taking the time to share your feedback. We are truly sorry that your experience with this order was disappointing. We would like to clarify a few points for transparency. First, regarding fulfillment: while we do have U.S. operations and support, many of our products are manufactured and shipped through our overseas production and warehouse network. For standard shipping orders, transit times can therefore be longer than domestic fulfillment, and we understand that this did not align with your expectations. Second, regarding the condition of the chandelier: all fixtures are inspected before shipment, and in this case the damage appeared to occur during transit rather than before dispatch. That said, we fully recognize that this does not change the frustration of receiving a damaged item, and we sincerely apologize for that outcome. We have already escalated this case internally and requested stronger protective packaging for this model going forward. Regarding the return and refund process: the U.S. address shown on our website is not a processing warehouse for large damaged fixtures of this type, which is why a return could not be handled there. For oversized lighting products, technical inspection, parts handling, and return processing are managed through our main warehouse system. Because of the shipping damage and your project timeline, we offered the fastest practical resolution available in your case and have already processed the agreed refund. We also regret if our response times felt slow. Our support structure operates across time zones, and while we aim to respond as quickly as possible, we understand that this can feel inconvenient during an active issue. Finally, we are sorry that you felt unheard during the review process. That is never the experience we want for any customer. Your feedback has been recorded and shared internally with our operations, packaging, and customer care teams for review. We sincerely apologize again for the inconvenience and disappointment caused. Sincerely, Sally Dekorfine Support Team

Response from DekorfineMar 6, 2026

Hi Edyineth, I’m really sorry about the experience you had. The price difference you were contacted about was caused by a temporary pricing error on our website, and I completely understand how frustrating that must have felt. As requested, we have arranged a full refund for your order, and it will be returned to your original payment method. We truly apologize for the inconvenience and appreciate you bringing this issue to our attention. Our team is already working to prevent this type of error from happening again in the future. If there’s anything else we can help with, please feel free to contact us directly. Sincerely, Sally Dekorfine Support Team

Response from DekorfineNov 16, 2025

Hi Carl, We’re very sorry to hear about your experience, and we sincerely apologize for the damaged lights you received. That is certainly not the quality we aim to deliver. To clarify, we do have a global customer support team, and we respond to all messages within 24 hours. We’re sorry if our replies did not reach you as quickly as expected. We are more than happy to send replacement parts at no cost to you. The only additional fees mentioned were related to the expedited shipping you requested, but we are willing to review this again and work out a solution that feels fair to you. At your convenience, please contact us so we can assist you further. We truly appreciate your feedback and hope we can resolve this issue to your satisfaction. Warm regards, Dekorfine Support Team