Visual Comfort & Co. — Local services in New York

I bought a floor lamp from Visual back in April 2021 and it stopped working a couple of months ago. I reached out to my salesperson who unfortunately no longer works there. Lucky for me, I was paired with Brenda and she is INCREDIBLE. Even though the floor lamp was bought during their sale and is a discontinue item, Brenda went above and beyond and really went to bat to help me resolve this problem. Initially, their product solution team was not able to help but Brenda did not and would not give up. In the end, they were able to find a substitute driver for me. I know for a fact that if it wasn't because of Brenda's tenacity and her insistence, I would have to throw away my $1k floor lamp. I am beyond grateful. It is really rare these days for a company to have any kind of post sale service, most will not stand behind their products once the warranty has expired. So I'm really proud that Visual not only sells beautiful lamps (outside of this floor lamp, I've bought 6 additional lighting options from them at retail) but is not that type of company. As for Brenda, I can't praise her enough. Considering she wasn't even my salesperson and we've never met, it would have been so easy for her to just write me off but she did't. She helped. So for anyone who is looking to buy a lamp, pick this company and please look for Brenda, you will be in...

The Visual Comfort showroom is lovely. They display a large number of items from their enormous inventory of quality decorative fixtures, and they have an excellent room for envisioning and selecting architectural lighting.

The best part of my experience was working with Monica Nguyen, an excellent sales associate there. Monica was terrific throughout the process, taking considerable time to meet with me, review options, and suggest solutions (her suggested dining room pendant turned out to be better than anything our architects or I had found on our own). She also was knowledgeable, prompt, responsive, and uniformly pleasant and friendly. You can't go wrong...

Visual Comfort has quite possibly the worst customer service I have ever experienced. I ordered a light that was listed in stock and indicated it would be shipped same day. I paid for over night shipping. Nothing showed up. It’s been days since I ordered. In the meantime I’ve spoken with several customer service agents, each promising a return call when they resolve the issue and yet I never got one. Finally the 4th person I spoke to called the warehouse to find out that the same day shipping and overnight delivery was not actually available, despite still being listed as such, and would be shipped next week with standard ground...