VakkerlightReviews of vakkerlight.com

Response from VakkerlightDec 25, 2023

We sincerely apologize for the disappointment you've experienced with your recent purchase. We appreciate your feedback and understand your concerns. We want to clarify that while we are an American company, we source products globally to provide a diverse selection to our customers. We're sorry to hear that the chandelier did not meet your expectations, and we are committed to addressing this issue. If you wish to return the product, you can send it to our U.S. address, and we will process the return promptly. We understand your frustration and would like to make things right. If there's anything more we can do to assist you or if you have further questions, please reach out to our customer service team. We appreciate your understanding and hope to have the opportunity to resolve this matter to your satisfaction. Thank you for bringing this to our attention. Warm regards, Martin

Response from VakkerlightJun 24, 2023

Thank you for reaching out and expressing your concerns regarding your recent experience with Vakkerlight. We deeply regret that your order did not meet your expectations, especially in terms of the delivery time. We understand your frustration at having to wait over 8 weeks for your light. Such delays are indeed disappointing and we apologize that your order was significantly impacted by a customs inspection, which is unfortunately beyond our direct control. We strive to ensure timely delivery, and we are continuously working on improving our logistics and communication to avoid such situations in the future. Regarding the return policy and the partial refund, we recognize that shipping costs for returns to China can be a deterrent. We aim to be transparent about our policies, and we regret any inconvenience this has caused you. We are constantly looking for ways to enhance our policies and services to make them more customer-friendly. In light of your situation and as a gesture of our commitment to customer satisfaction, we would like to offer an alternative resolution to address your dissatisfaction. Please let us know if there's a different form of compensation or support that might better suit your needs. We value your feedback and will use it to improve our services. If you are willing to discuss this further, please contact us directly so we can work towards a satisfactory resolution. Our goal is to ensure that your experience with Vakkerlight is a positive one, even in challenging circumstances. We apologize again for any inconvenience caused and look forward to the opportunity to make things right. Best regards, Martin Vakkerlight Customer Service Team

Response from VakkerlightDec 26, 2023

Thank you for reaching out and sharing your concerns. I'm Martin from the Vakkerlight Customer Service Team, and I'm truly sorry to hear about the issues you've encountered with your order. First and foremost, it is concerning to learn that you received only one of your two orders and that the second, a $1380 light fixture, has not been delivered. I apologize for any confusion and frustration caused by the communication you've had with our team member, Miya, and the problems with the tracking number provided. Regarding the additional charge of $830 that was mentioned, this is certainly not in line with our standard practices, and I understand your distress regarding this matter. I want to assure you that we take your complaint seriously and are committed to resolving this situation. To address your concerns: Order Status and Delivery: We will investigate the status of your missing light fixture immediately. Our team will look into the tracking details and ascertain why the fixture was not delivered as expected. Refund Process: Given the circumstances, it is understandable that you are requesting a refund. We will review your case and work towards a fair and prompt resolution. Our goal is to ensure that our customers are satisfied and treated fairly. Communication and Service Improvement: We apologize if our service did not meet your expectations. We are continually working to improve our customer service and will take your feedback into account to enhance our communication and support processes. I would like to ensure that your case is handled with the utmost priority. Could you please provide your order number or any additional details so we can expedite the resolution of this issue? You can contact us directly at [email protected], and we will make every effort to rectify this situation promptly. Thank you for your patience and understanding as we work to resolve this matter. We value your business and are committed to providing a positive customer experience. Best regards, Martin Vakkerlight Customer Service Team

Response from VakkerlightMay 6, 2023

Thank you for reaching out again, and I sincerely apologize for the continued frustration you are experiencing with your Vakkerlight purchase. I'm Martin, and I'm here to help address your concerns. From your message, it's clear that there have been significant communication challenges and dissatisfaction with our support efforts so far. Please allow me to clarify our position and reiterate our commitment to resolving this matter. Installation and Troubleshooting Guidance: Our intention in providing guidance about the installation of the LED bulb was to ensure that all potential simple fixes were explored. We understand that this may have come across as dismissive of your expertise, and we apologize if it was perceived as such. Our goal was to help, not to imply any ignorance on your part. Return and Refund Process: It seems there's been a misunderstanding regarding the return process. I apologize if we have not been clear in our communications about providing a return label. We are committed to rectifying this immediately. Support and Resolution: We understand that you do not wish to receive spare parts or attempt further repairs yourself, especially after having already incurred additional costs with electricians. We respect your decision and want to work towards a solution that is satisfactory for you. Next Steps: To expedite the process, we will arrange for the return label to be sent to you as soon as possible. Regarding the refund, I assure you that we are committed to a fair resolution. Once the return is processed, we will ensure that your refund is issued promptly. I understand that this situation has been less than ideal, and for that, we are genuinely sorry. We appreciate your patience and are dedicated to making things right. Could you please provide your order number or any additional information that could help us expedite your return and refund process? You can reach us directly at [email protected], and we will prioritize your case to ensure a swift and satisfactory conclusion. Thank you for your understanding, and we look forward to resolving this to your satisfaction. Best regards, Martin Vakkerlight Customer Service Team

Response from VakkerlightMay 6, 2023

Thank you for reaching out, and I'm sorry to hear about the delay and frustration you've experienced with your order #V12078 for the GingKo Chandeliers. My name is Martin, and I'm here to assist you. Firstly, I understand how important timely delivery is, especially for renovation projects, and I apologize that the extended shipping time has caused inconvenience. Let me address the concerns you've raised: Delivery Time: It's regrettable that the delivery of your chandeliers has taken longer than expected. We aim to be transparent about shipping times, particularly for international orders, which can be affected by various factors. I understand that this delay is particularly disappointing given the value of your order. Communication and Tracking: We apologize if the communication was not as effective as it should have been. It’s crucial for our customers to feel supported and informed throughout the process. Regarding the tracking link, we acknowledge that there may have been an issue, and we regret any confusion this has caused. Shipping Address Change and Costs: We appreciate your cooperation with the shipping address change and understand that this might have contributed to the delay. We absorbed the additional $500 in shipping costs due to this change to facilitate the process for you. Current Status and Resolution: I want to assure you that we are dedicated to resolving this issue. As a next step, we will immediately investigate the current status of your order and ensure that the tracking information is updated and accurate. We value your business and want to ensure your satisfaction with our service and products. As a gesture of our commitment to resolving this matter, we will explore what additional steps we can take to compensate for the inconvenience caused by this delay. Please allow us some time to look into this, and we will update you as soon as possible. You can reach us directly at [email protected] for any further queries or updates. Thank you for your patience and understanding. We are committed to making this right for you. Best regards, Martin Vakkerlight Customer Service Team

Response from VakkerlightFeb 27, 2023

Thank you for reaching out, and I'm sorry to hear about the delay in receiving your 3 bird chandelier. I'm Martin from Vakkerlight Customer Service, and I'm here to help resolve this issue. Tracking Information: I understand how important it is to receive your order promptly. I want to assure you that your order is in transit. We have already shared the tracking number (1Z0VE5970324484667) with you via email. You can use this number to monitor the progress of your shipment. Shipping Status: Just to reiterate, your order was shipped a few days after your purchase. We expect the package to be delivered within 10 working days from the shipping date. According to our records, your order should arrive at its destination around February 10th. Credit Card Chargeback Dispute: We completely understand your concerns due to the delay. However, we kindly ask for your patience and to consider canceling the credit card chargeback dispute, as we are actively working to ensure your order reaches you. Further Assistance: If the package does not arrive by the estimated delivery date or if there are any issues with the shipment, please let us know immediately. We are committed to resolving any problems and ensuring you are satisfied with your purchase. Thank you for your understanding and patience in this matter. If you have any more questions or need further assistance, please don't hesitate to contact us. Best regards, Martin Vakkerlight Customer Service Team

Response from VakkerlightJan 8, 2023

Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced with your order. I'm Martin from the Vakkerlight Customer Service team, and I'm here to assist you. After investigating your concern, we have confirmation that your package, tracking number 1Z9X8Y670391076335, was successfully delivered, and you signed for it on January 4th. We want to assure you that our records indicate your order reached you as expected. We understand the importance of prompt and responsive customer service, and we sincerely apologize for any lapse in communication that may have caused frustration. Please know that your feedback is invaluable to us, and we are committed to addressing and improving our service based on your experience. If you have any further questions, concerns, or if there's anything specific you'd like assistance with regarding your order, please feel free to reach out to us. We are here to help and ensure your satisfaction. Once again, we apologize for any inconvenience, and we appreciate your understanding. Best regards, Martin Vakkerlight Customer Service Team

Response from VakkerlightNov 4, 2022

You deliberately entered a wrong address UPS shipped the package, the package was returned, we paid the shipping cost to UPS again, UPS returned the package, and we paid the shipping cost 6 times for your order. Your behavior is so shameless.