Sadly disappointed in our experience with this store. Website does not state in the listing the light fixture is not sold by them, but a separate manufacturer, but no problem. As long as we receive the lights, that's fine.
One of two lights arrived after some time, without warning as our tracking number from Fedex still wasn't showing any information other than "no information found". The light was in a thin, unpadded box, no foam, no bubble wrap, just a plastic bag around the glass light fixture. Not only was that concerning for us, the extra items of nuts and bolts were loose in the same box. The box also had holes in the sides which is where I assumed two of our parts slipped out of as we were missing some. We had to purchase a small piece just to hang the light, as it was integral. I replied to my previous chat email with the store about these matters, providing images as well as I was concerned for when the second light would arrive. Thankfully only missing parts and not broken. I didn't hear back about my missing pieces or poorly packaged light and still missing second light. I forwarded my email to their help centre a few days later, hoping maybe my previous one got lost or the thread was closed on their end. This time I did get a response, but all they replied with was that they would ask the manufacturer about the missing piece and here is the new tracking number for light #2. Sounds good.
The new tracking number they sent however, indicated that they had already sent it a week prior, but it had been sitting at the depot in my city for a week, due to the package being damaged and undeliverable. They then sent said package back to the sender and refused to deliver it (which I am thankful for, I don't want another damaged box). At this point we are quite frustrated and just want our second fixture, so my husband called the store. He left a message with a sales attendant for the person who we had been dealing with and was promised she would call once she returned from lunch. He didn't receive a phone call but my guess is they looked up why we would be calling as I then received an email stating our package can't be delivered but they will send out another one next week (it was Monday, at this time, why wait another week?). Which of course, we already knew and was why we were calling. At this point it had been nearly 3 weeks since our order was placed. Which doesn't seem horribly long, but when we're provincial neighbours and your website claims delivery within 3-5 business days (I double checked and the item was not listed as "not in stock"), that is quite a bit more.
My husband tried calling again and after a few more tries he did get through and spoke with the person I had been emailing with. She acted as though she was unaware of the state of our first package when he brought it up and he told her I had sent photos and we still hadn't heard back about the missing pieces. She said we would need to fill out a form for their manufacturer. So we did, even though in my opinion and as someone who has worked in retail/customer service nearly their whole career, that should be up to the retailer who sold us this product to deal with THEIR manufacturer, not the customer. You sell these products under your banner and website, you should take responsibility for the quality and care you ultimately deliver, not to blame them for this mess.
Regardless, again all we wanted was the second light we were still waiting for. We were sent another new tracking number and another new light, only to see AGAIN that the carrier denied the package due to damage. At this point you can't claim that is due to the carrier, these are being sent already very poorly packaged, to the extent that they refuse to deliver it to my door. This led us to ask for a refund as it was clear we were not getting our light in any good condition and needed to move on. Partial refund was sent and done with. Overall communication was poor and we had to chase down any information and ask for every step to be taken towards...
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