Hello Jean, we are sorry to hear that it cannot connect to your phone, if you wanted to be able to control the fixture via your mobile phone, this is actually a customization that can be accommodated, however, we did not receive a request to customize, hence the regular version was shipped. We also do not mention that our fixture can be connected and controled by phone and it can only be controlled via the remote! Let us know if you have any questions and our team is here to clarify any questions if needed! =) Thanks again for your business!
NT
Natalie T.
Cheap/Crappy Product
Product was extremely cheaply made and cost to return was more than the product itself. No customer service to call, avoid this company at all costs.
Response from MOD LIGHTINGDec 11, 2022
Hello Natalie, we are sorry to hear that you were not happy with Loki fixture! Please reach out to us via email and we can provide return instructions to you, and the return shipping should certainly not be anywhere near the cost of the product..We do have a phone number that you can call as well, it is listed on our website. +1 800 886 4714 Thanks for your business!
DI
Dionne
I received a product that was depicted…
I received a product that was depicted as a nice soft brushed gold colour on your website and when I received it the colour was a mustard yellow with sparkle and not at all what I wanted. I was obviously disappointed and wanted to return it. I was told I would be responsible to ship it back to the warehouse (which I thought was in New York because that is the address on the internet and it doesn’t say anywhere else this ships from China). The cost to ship it was $450+taxes and other fees. When I contacted customer service I was told I was out of luck but they would gladly refund me 35% of the original purchase price which actually is only $301.35 of the original purchase price. So I am out $560 either way.
I can not believe the customer satisfaction guarantee! It’s a crock and not true. I am out $560 +taxes +duties on this and still had to buy another light fixture …I couldn’t even sell it because the colour is so terrible!
Thanks for the great first and last time I ever purchase from your company or any others.
I wish I could give a minus 5 rating .
Response from MOD LIGHTINGDec 11, 2022
Hi Dionne, we are sorry to hear that your experience was less than perfect, please reach out to us via email so we can clarify things and we can certainly make an exception to still accept the return for your order purchased in June this year. Please do get in touch with our customer care team so we can help resolve this for you asap!
CU
customer
Very low quality product
Very low quality, cheap product! Most important, please note they said it’s free to return, actually if you want to return it, they will ask you to return it to CHINA ON YOUR OWN EXPENSE!!! Can you believe that!!! It’s ridiculous!! The total experience with them is a nightmare!! Save your money! Als I put my reviews on their website but never see it. Hope more people can see this review.
Response from MOD LIGHTINGDec 13, 2022
Hi Maggie, thanks for your review. Per checking your interaction with our customer service team, it looks like you have taken a discount on the order and accepted replacements, we shipped 4 parts via express shipping to you since you had agreed to accept replacement parts plus the discount on the order. Please do reach out to us via email if there is any confusion.
NA
Not An I.
Time consuming and not worth the money
The product was not the quality I expected. It was not a $400 light fixture. So we found something else and I returned it. The shipping cost $125 and you wouldn’t refund me for over a month and I had to dispute it through PayPal. It was a long headache and o hates the whole experience
Response from MOD LIGHTINGDec 11, 2022
Hello Triss, your item actually did not arrive in our warehouse which is why the refund was not processed. You then opened a dispute in PayPal and we refunded you in full through PayPal. We are sorry for any inconvenience caused, but we actually never received the refund even thought the refund was processed in full. Thanks for your business and your understanding!
VF
VF
Bad customer service
Bad customer service. It took a dispute with Paypal to receive the item I ordered after nearly 3 months. First they sent a wrong tracking information advising item was shipping from Italy to the UK. When this was challenged there was no apology from the customer service. Communication with them was quite difficult and sometimes they were rude. If I had not paid via Paypal and raised a dispute I probably would not have received the item. It was when Paypal intervened that they sent the item quickly. Vowed I will never use them again.
Response from MOD LIGHTINGDec 11, 2022
Hello Victor, we always thrive to provide the best customer service to all our customers possible! We are so sorry that you found otherwise! We appreciate your feedback and will continue to improve our services! The shipment was delayed shipping from Italy to UK hence why it took longer to arrive, but we actually never sent another one, it was the original one that arrived. We wanted to tell you that we did ship the product and definitely did not do things differently just because you opened a dispute! Again, sorry for the inconvenience caused, our customer service team will reach out to you to make it up to you!
KW
Karen W.
Beware of Return Policy, things can go wrong
I first came across the company through ads on Instagram. I loved the look of the Bailey and had waited a really long to purchase a light fixture, over a year in fact until I moved into a home that allowed for a new light. I decided on the Hailey fixture for my dining room, because I thought it would cover more area. It sure looked great in the photos! I don't typically return things, and am very careful in making purchase decisions. I did read the return policy but didn't think much of it. I was certain in my mind that the fixture would be great. I placed the order and the company was nice in offering customizing the length of the rods without an additional fee. They filled the order pretty quickly. Delivery time is lengthy as the item is shipped from overseas. I was excited to receive the fixture weeks later. I had a professional light installer work on hanging it for me as I have a very high ceiling. While he attempted to put the fixture together, the rods were not holding. I reached out to the company and over several messages, clarified the issue and they sent out replacement rods. I had to wait another few weeks for arrival of these replacement rods. Called the installer back and he got the fixture hung, only to find that the actual fixture itself was bent and crooked in two different areas. OK, so now it has been months since I have been able to get the crooked light up, and paid someone to do the work. The company offered to send a replacement fixture but I was over it at this point. I didn't want to keep the fixture anymore and didn't want to wait another 3-4 weeks to get a replacement frame. The company waived the restocking fee, as they should have in this case. However, they don't mention in the return policy that one must send the return to Canada and they do not cover the cost of return shipping. That was really fun finding a carrier that would ship an oversized box to Canada, and I ended up spending hundreds to ship it. It was quite a loss for me in the end. The team that corresponds is friendly and they attempted to offer a solution, but overall it was not a good experience. The fixture didn't come to life in my space as advertised. If you're not sure about an item, don't try it with this company. I ordered the fixture early July, received refund late October.
Response from MOD LIGHTINGDec 11, 2022
Hello Karen, we appreciate you taking the time to write us a review! We wanted to confirm that your refund was processed, and we do apologize for the inconvenience in shipping returned items to Canada, but we are happy to announce that since the time you placed the order back in July till now that we have a return depot in US now, so if you ever wish to try something else, please reach out to us and we can give you a special discount! Returns will be much easier for you now if you ever need to return any items! We appreciate your business!
SA
Sushma A.
Shipping took forever to come
Shipping took forever to come, thought we almost lost it
Response from MOD LIGHTINGDec 11, 2022
Hello Sushma, we are really sorry that you had to wait long for your shipment to arrive! I could see there was a bit of delay with Canadian shipments back in July but all is good now, if you ever wish to place another order with us, we can add express shipping on your order so you can get it faster as our standard shipping timeframe is typically 15-30 days!
