Online Lighting Reviews 85

Reply from Online Lighting

Apr 12, 2018

Daniel,
Thank you for your feedback, we are always sorry when our customers have a less than satisfactory experience, but we always value any constructive feedback of their experience with us, and we have made many improvements to our operations based on our customers constructive feedback, however we take exception to your blunt and inaccurate statement.

Regarding your statement “Very poor quality reproduction lighting!”
We have supplied the exact item as you have ordered including, product name, manufacturer, dimensions, materials etc as was depicted on our website, So how could the light in question be “a reproduction” what is it a reproduction of?

Regarding your statement “The lights are not the same as the online pictures.”
We have inspected the actual light you returned to us with the images depicted on our website and find that the images on our website are a very accurate representation and can find no discrepancy between the images and the physical item.

Regarding your statement “Returned the light immediately as was very poor quality”
You also sent the following in response to an email we sent you enquiring as to what the fault/s were
There were a number of issues including that the ‘wooden’ rap was all warped and bowing and a different colour shade. It had nothing like the stated “warm earthy or beachy feel” It was a cheap copy.
As mentioned in our reply to that email, we’ve had numerous people inspect the returned item and no one has been able to find ANY fault with it.
As for it not having the stated “warm earthy or beachy feel” we were left scratching heads with this alleged fault as to how you could consider a “feeling” or lack thereof as a fault.

Regarding your statement “but was charge a 30%!!! restocking fee!”
In our email to you regarding a refund, you were provided with an option for a store credit for the full amount for the returned item, but you declined that option.

We take your statement of “DO NOT BUY FROM THIS COMPANY.” As particularly offensive as we have supplied the product you ordered accurately and without fault and we have accepted the return of the item without hesitation, despite some questionable claims by yourself, we understand that people may change their mind on an item and we will always work with the customer to help them achieve their desired results, but despite our best efforts, sometimes we cannot satisfy some customers because their expectations cannot be met by mere mortals.

Regards,
OnlineLighting Sales Team

Reply from Online Lighting

Mar 2, 2018

Hi Darrin,
Thank you for your feedback, but we feel your 2 star review is a bit harsh.
The reasons we believe your 2 star review is unjustified is because of the following:

Jan 13th - (Saturday) You placed your online order with us.
Our website clearly states, (directly under the image of the item you ordered) that this item is Made to order, please allow 4-6 weeks,
also at the time of checkout, in your shopping cart it again stipulates that the item is a Made to order, please allow 4-6 weeks.

With your order being placed on Jan 13th and with up to 6 weeks manufacturing process, your item had a delivery time frame up to Feb 23rd

Jan 23rd - You sent us an email, 7 working days after your order was placed seeking an update on your order.

Jan 24th - We responded to your email, again mentioning that this is a Made to order item and that it was currently under construction and
advised you of an estimated ETA for this item and that you would receive a tracking number as soon as the item was dispatched from our warehouse.

Feb 9th – We sent an email to you providing you an update on your order and an amended ETA for your item, please note this amended ETA was still within the time frame stipulated when you placed the order.

Feb 16th – You sent an email, stating that “it has now been 5 weeks since you placed an order” and expressing your dissatisfaction as to how long your order
was taking.

Feb 19th - Your order was dispatched from our warehouse which was within the specified time frame and a tracking number was also emailed to you.

Feb 22nd @ 4:14pm order was delivered as per the supplied tracking number, which was within the specified time frame

We understand the frustration that some people can feel when they do not get their goods instantaneously and nothing would’ve made us happier than if we had been
able to provide you with your item faster, but as you can appreciate, if you want quality you don’t rush, perhaps next time, if you are unable to wait for a made to order
item, you should consider ordering an off the shelf product instead.

Regards,
OnlineLighting Sales Team