KStein
The one light that works is great-Customer Service NOT GREAT
Yes my issue is the going back and forth again and again with Customer Service (takes 2-3 days to respond) for additional questions instead of listing out what you need checked from the first response. I had ordered these two lanterns for a party for this Saturday weeks ago and have been trying to get a solution to the one not working since 9/8. It took me calling into customer support and answering the same questions AGAIN. Only to have her approve an exchange. (should have happened weeks ago) She told me it would be here by this Saturday and it is still sitting in 'pre-shipment' since early Monday morning, so looks like I won't be getting the replacement in time. The one light that works is great and was planning on purchasing a bunch more for our work venue, but the customer service is slow and not helpful at all. So not planning on purchasing from you guys again if this is the hassle for one lantern not working.
Response from Litehouse LightingOct 2, 2026
Hi Kelly, You’re right to be frustrated, and we’re sorry we let you down. Resolving a faulty lantern should have been straightforward. Instead, you faced slow replies, repeated questions and extra effort to get an exchange approved. Your replacement was delivered on Sunday, unfortunately missing your Saturday party and the arrival date we had promised. We understand that receiving it afterwards doesn’t undo that disappointment. We’re pleased you love the working lantern, but your experience with our support should have been just as positive. We’ll use your feedback to improve how we gather information upfront and communicate replacement delivery times. Thank you for giving us the opportunity to hear where we fell short. We’re sorry we didn’t deliver the experience you deserved.