My experience with Lantern & Scroll has been frustrating from beginning to end, but what is especially concerning is the inconsistency between Karen's public response to my review and what she communicated to me directly in writing. Photos attached.
In her public response, Karen states that Lantern & Scroll offered me "a full refund of [my] entire order upon its return" and describes this as "the most complete resolution available." However, the email Karen sent me personally says something very different: I could return the fixtures for the purchase price minus a 15% restocking fee, I would be responsible for properly packaging and shipping the fixtures back, and a refund would only be issued after Lantern & Scroll inspected the returned items. That is not the same thing as simply offering a full refund, and I think prospective customers deserve to know the difference. And lets be honest, do we really think Karen would not find any issues with my return, comical.
This also leaves out everything that led to this point. The custom backplates I originally received were the wrong size. The replacements were then a different shape from what I ordered. Washers that were proposed as another solution were never received. I ultimately had my electrician make three separate service visits at $125 each ($375 in additional costs) and the fixtures still were not installed.
Most concerning, I was given mounting instructions that required the backplate/bracket to be installed in a way my licensed electrician considered incorrect. He refused to install it that way because of his professional liability. I should not have been placed in a position where a manufacturer's proposed solution conflicted with what a licensed professional believed was an appropriate installation.
Communication throughout this process was also extremely slow. This was not a situation where I received an incorrect product and the company immediately resolved it. The issue dragged on for months, with delayed responses and multiple proposed fixes that did not resolve the underlying problem. Karen herself apologized for delays in responding in one of her emails.
My 50% refund proposal was an attempt to reach a compromise after months of problems, multiple incorrect components, unsuccessful solutions, and $375 in electrician expenses. I was willing to keep fixtures that I still could not properly install rather than continue dealing with packing and returning a custom order.
I have emails documenting this entire experience. Customers reading the company's public response should understand that the "full refund" described publicly does not match the return terms Karen provided to me privately, which specifically included a 15% restocking fee and return shipping at my expense.
After months of trying to resolve what should have been a straightforward custom lighting order, I remain extremely disappointed with both the product issues and how this situation has been handled. read more
