This company should be avoided. It presents itself as a purveyor of high-end lighting products,…read moreselling at a premium price, with a US presence and a "satisfaction guaranteed" returns policy. In my personal experience, they bat 0.000.
I purchased three lighting fixtures that looked very nice on their website. I checked the returns policy and it reads that if, for any reason, you do not like the product they will provide a refund. I went ahead and purchased using PayPal, a mistake I would later regret. (Strike 1)
The fixtures arrived and I scheduled my electrician to install them. Upon opening the boxes, it was clear that the construction was poor quality, the wiring was not consistent with US code, and in his considered opinion I had overpaid. (Strike 2)
I respect my electrician and certainly do not want to install something that could put my home and my family at risk of injury by fire. I contacted the company by email (that is the only option, red flag) and began a week-long email exchange about returns. They presented an objection for every request. I felt like I was at a reverse auction, trying to get a refund and being offered 20%, then 40%, of my purchase price to "drop it." I quoted their policy to them and requested a return address and a full refund. They politely replied (and I'm paraphrasing), "No." (Strike 3)
I opened a dispute with PayPal, and they offered a 75% refund, and I could keep the fixtures or give them away... they clearly did not want them back. I decided to cut my losses and accepted the offer. However when they paid, they reduced the refund by 10%. Since I used PayPal -- unlike having the protection of a credit card company -- I have no further recourse other than to share this review and hope to save others from an unpleasant experience.
In summary:
- The company is based in China, with a "US" looking storefront, but has no US presence.
- The products are cheaply made and possibly are a fire hazard.
- Customer service is hard to reach, email is the only option. While polite, they are also not very helpful.
- The customer service representatives are not transparent. They appear to adjust their returns policy is (apparently written in pencil) at their whim.
Caveat emptor.