Shore Morgan Y.
Purchased seven lamps
Purchased seven lamps. When delivered, Lumisom had neatly stacked six boxes and placed the seventh on top on its own sticking up awkwardly. We removed that box to check out the lamp and see how it looked. It was damaged during shipment and the lamp ended up not working correctly. We did not remove or open any of the other boxes. Decided to return the order, we could tell they weren't quite as substantial as what we were looking for. The return policy appeared to be easy and I didn't think I would have a problem. On 9/26/23 I followed the instructions on how to return an item and sent the information they requested. I did not mention the damaged lamp and its box because I really wasn't trying to make a big deal and complain about the product, i just wanted to return it. I indicated in the reason for return that they were not as solid as we were looking for. Didn't think I would have a problem because the first line of the return policy states the following. "Lumisom allows for returns and exchanges if you’ve changed your mind about a product." On 10/1/23 I received the following statement. "We got informed that you'd like to return the products. We support for return and refund if the product has defect/damage/fail function. In your case, your product arrived in good condition, so we can't support to solve your issue." On 10/9/23 I sent another e-mail and simply said, "The first line in your return policy description indicates a purchase can be returned if we have changed our mind about the product." I asked, why can't I return this purchase. On 10/12/23 they wrote back, "Item must be in its original purchase condition packaging must be unopened, unused, unmarked and not defaced in any manner. Your package was opened" So, in this case, we're so sorry that we can't support to solve your issue. Thank you so much for your understanding. Best regards, Jennifer H. Customer Support Team - On 10/12/23 I responded back and said, "How were we supposed to view the purchased items if we don’t open the package? How in the world would it be possible to see what we ordered if we did not partially open to view?" They did not respond. Finally, on 10/23/23 I sent them a full copy of their Promise that is prominently displayed on the website. It mentions Easy Returns and Exchanges as well as World Class Customer Service. The Return policy actually says. "We want you to adore our products, but understand sometimes things don't go as planned. Rest assured, our customer care team is committed to going above and beyond to make things right for you." I told them, "Your Promise is prominently displayed on your website. It says nothing about being unable to return something because the original package was opened. Without a doubt that is the most ridiculous thing I have ever heard. This Promise was read before buying the lamps and gave us security in knowing we could return them if they did not work out." I sent several pictures of the package and how the lamps were stacked with the one sitting on top just begging to be smashed which inevitably it was. I told them that box and the lamp inside were damaged in shipment and did not light up correctly. The push plate to turn it on and off was loose. I also sent pictures of how I re-wrapped the package reinforcing it with bubble wrap in anticipation of returning it to Lumisom. At the time I was rewrapping I never thought I would have any trouble returning the purchase. Because they did not respond to the most recent e-mail I sent on 10/23/23, i did not have high hopes they would respond to this one. So, I told them if I did not hear back in 48 hours I would write a review of my experience, call the Better Business Bureau, have my boss dispute the charge on his credit card and ask the card to assist us with cancelling the payment. They did not respond. Two e-mails to Lumisom that have not been addressed by them. The company does not stand by its service statement, or they would have remained in contact to see what if anything could be done to satisfy us and keep us as a customer. They did not even try.