LightfixturesusaReviews of lightfixturesusa.com

Response from LightfixturesusaMar 11, 2025

Dear Adam, We’re truly sorry to hear about your experience and regret any frustration caused during the resolution process. Customer satisfaction is our top priority, and we strive to handle all issues as efficiently as possible while following standard return procedures. Regarding your order, our team initially assessed that one of the drum shades had a slight dent that did not affect functionality. To provide a quicker resolution, we offered either a partial refund as compensation or a replacement fixture, allowing you to keep the lights without the hassle of returning them. When both options were declined, we requested images of the cut wires to expedite the refund process, ensuring that we could process it immediately. When we received the pictures on March 3, our team processed a full refund on the same day. We sincerely apologize if this step caused any inconvenience. We appreciate your feedback and will use it to improve our service. If there's anything more we can do, please don’t hesitate to reach out. Sincerely, LightFixturesUSA Team

Response from LightfixturesusaMar 11, 2025

Hi Alex, We sincerely apologize for the delay in our response. Since your email was sent on a Saturday, we regret that we were unable to get back to you in a timely manner. Additionally, as your inquiry was made using an email different from the one used to place the order, we initially had difficulty locating your order details. Once we were able to verify the order, we promptly processed the replacement. We can confirm that the replacement light was shipped on February 26 and successfully delivered on March 4. We appreciate your patience and understanding, and we truly regret any frustration this may have caused. If you need any further assistance, please don’t hesitate to reach out. Sincerely, LightFixturesUSA

Response from LightfixturesusaMar 11, 2025

Hi Mojo, We are truly sorry to hear about your negative experience, and we appreciate your feedback. After reviewing your case, we can confirm that a refund was issued for your return on February 20. We also provided the refund receipt for your reference. If you have not yet received the refund, we kindly ask that you check with your bank, as sometimes delays can occur on their end. We understand your frustration and are always working to improve our processes. If you need any further assistance, please don’t hesitate to contact us, and we will do our best to resolve the issue. Sincerely, LightFixturesUSA

Response from LightfixturesusaMar 11, 2025

Hi Susan, We’re sorry to hear that the fixture did not meet your expectations. Our goal is always to provide accurate product descriptions and images to help customers make informed decisions. After reviewing the item picture you provided, we found that it does not match the product from our item page. It appears that the fixture may be from another company, which is likely why it did not meet your expectations. Regarding your return request, the return shipping cost is determined by the carrier based on the size and weight of the fixture, and we do not add any extra fees. As this fixture is a large package shipping from OH to CA, we understand that the shipping fee may be higher than expected. We encourage customers to use their own preferred shipping method if they can find a more cost-efficient option. Our team is also continuously working to explore better shipping methods to provide more affordable solutions. As an alternative, we offered a partial refund should you prefer to keep the fixture to avoid high return costs. We always strive to provide flexible options to accommodate our customers' needs. We regret that this experience was disappointing for you and appreciate your feedback. If there’s anything else we can do, please feel free to reach out. Sincerely, LightFixturesUSA

Response from LightfixturesusaOct 12, 2024

Hi Jamie, We sincerely apologize for the delay and any frustration you’ve experienced. Upon reviewing your case, we confirmed that our service team did reach out to you the following day via email. We deeply value your shopping experience and understand that timely communication is crucial. Please rest assured that we are working hard to improve our response times and overall service to ensure a better experience moving forward. If you have any further questions or concerns, we encourage you to reach out directly, and we will promptly assist you. Your satisfaction is our top priority, and we are committed to making things right. Best regards, LightFixturesUSA

Response from LightfixturesusaSep 12, 2024

Dear Monique, We sincerely apologize for the inconvenience you've experienced and understand your frustration with the return shipping cost. The cost of our return label is based on the dimensions of the package (over 100 cm in length) and the distance from Virginia to California, which unfortunately results in a higher fee than expected. We regret that we currently cannot offer a more cost-efficient return shipping option. Please know that we are continuously working to find better solutions for our customers. We also offer the option for customers to return the package on their own if they can find a more affordable shipping method. We greatly appreciate you shipping the package back on your own for this return. We are committed to improving our after-sales service and are actively seeking better solutions to address such situations in the future. Thank you for your understanding, and we apologize for any inconvenience this has caused. Best Regards, LightFixturesUSA

Response from LightfixturesusaJul 19, 2024

Dear Tatijana, Thank you for your feedback. We apologize for any inconvenience you have experienced. We strive to be transparent about our return policies to ensure our customers are fully informed before making a purchase. Our policy clearly states that "All returned items must be in their original condition, in the same packaging, and have not been assembled or modified or are not returnable." You can refer to our return $ refund page (https://lightfixturesusa.com/policies/refund-policy). This policy is in place because once a light fixture has been assembled or installed, it can no longer be resold. We understand the importance of testing a light fixture's functionality, and we encourage customers to do so before installation to ensure it meets their expectations. If you encounter any functionality issues after installation, we are happy to assist by providing a replacement fixture or the necessary components to resolve the issue. Regarding the display of the light fixture, we provide real pictures taken by our photographer to help you foresee its appearance before installation. In your case, we understand that the light functions correctly but that the G9 bulbs did not meet your satisfaction aesthetically. Unfortunately, this does not qualify for a return under our current policy. However, we highly value your shopping experience. Our service team has already contacted you via email with an alternative suggestion. We are committed to resolving this issue to your satisfaction and appreciate your understanding and patience. Thank you for your attention to this matter. Best regards, LightFixturesUSA 7/19/2024 update response： Dear Tatijana, Thank you for sharing your feedback. We apologize for the frustration you’ve experienced. We want to assure you that we do not retouch the images of our light fixtures. The photos on our site are intended to accurately represent the products, and we take great care to ensure they reflect their true appearance. You can also refer to customer review images on our site, which showcase the lights as they appear in real settings. Our return policy does require items to be in their original, unassembled condition for a full refund. If you encounter any functionality issues, we are committed to helping you resolve them, such as providing a replacement fixture or the necessary components. If you believe the item images are misleading regarding the fixture’s display, could you kindly provide us with images of the light fixture you received? We will review the images and, if the product does not match the photos on our website, we will process a refund accordingly. We appreciate your understanding and are here to assist with any further concerns you may have. Best regards, LightFixturesUSA