"Very bad customer service"

I bought two fixtures, one is fine, the other a sconce that had a mounting bracket that doesn't resemble a normal sconce mounting plate. I spent a LOT of time trying to return it with emails, phone calls and texts. Finally got an email response warning me that I would bear shipping costs and restocking fee--for a light they misrepresented on their site.

"Total scam - stay far, far away!"

Ordered a fixture Oct. 31 with the expectation that it would ship within 24-48 hours (per their website). When I still didn't see tracking information after a couple days, I contacted the company who said they would "prioritize" my order and have it shipped in 24 hours. I check again today and still no shipping information. In talking to the company today I learned the fixture is out of stock! They offered to replace my cool light selection with a tri-color adjustable light and said they would "prioritize" my shipping (again). I'll update this review if I receive shipping information and again when if and when I actually get the light.

**Edit 11/24/23: Residence Supply is now actively trying to get my Trustpilot review removed by saying my review is not "based on a genuine experience." I still do not have my light and the shipping information is still showing my package with a tracking label out of Compton, CA but it's been saying that since 11/18/23 with no additional information or activity.

**Edit 11/29/23: The light arrived today and despite the box looking to be in good condition, one of the shade panels was broken. The light wasn't secured in the box very well and had very little protection. There are also no installation instructions included. I have reached out to Residence Supply via email for a solution to the broken shade. I'm updating my rating because the light itself is very stylish and I think it will look great over our table.

** Edit 12/8/23 - Bad news. The light does not work. My electrician can't get any current to run through it so it appears the shade wasn't the only thing damaged in transit. Residence Supply is asking for a video of my electrician trying to make the light work before they will acknowledge it is broken :(

** Edit 12/19/23 - The light is definitely broken but they also sent me an EU version despite me being in the US. They are sending me a new light.

** Edit 12/30/23 - The new light was shipped and delivered to an address that is not mine. I have reached out again for information about my replacement fixture but no word yet. My final electrical trim out is supposed to take place 1/18/24 and I have serious doubts I will have my light by that date.

** Edit 1/10/24 - I sent another email today about my replacement fixture. Angelica responded by asking me to have my electrician answer a series of questions from the "production team" and said they will ship another replacement light. I offered to send the light back so they can do whatever testing they like - they just need to send me a pre-paid shipping label. Dropping back to 1-star as they are clearly stalling.

** Edit 1/29/24 - They have now ghosted me. No one is answering emails or the phone at 786-269-2675. I have filed a claim with the Better Business Bureau.

** Edit 2/8/24 - I finally reached someone at their customer service line. The delay is now being blamed on Chinese New Year. Apparently their entire production team has been out since the end of January despite Chinese New Year starting February 10. No explanation for why the light wasn't shipped closer to 12/30/23 when they learned they'd sent it to the wrong address. Ram in customer service says my light will ship no later than 2/20/24. I'm supposed to get a call from the customer service manager, Noor, but I've been told he's very busy so he might not call. Unbelievable.

** Edit 2/22/24 - No surprise that my light has still not shipped. Ram says he needs to coordinate with the "back office team" to "remind" them about my replacement order. There is, of course, no one available right now. He says Noor is the only customer service supervisor and he is not available. After much back and forth, Ram finally committed to emailing me no later than 2/26 with information on what happened with my replacement and to give me a firm shipping date. He asked me to trust him and to be patient.

"Steven promptly and most efficiently…"

Steven promptly and most efficiently replied and answered all the questions I needed. Most reassuring and impressive.

"I ordered the wrong size pendant and…"

I ordered the wrong size pendant and they were able to get it corrected before it got sent out without any hassle.

"Great delivery speed and astounding…"

Great delivery speed and astounding costumer service, they really help you in everything you need regarding the acquirement of the chandeliers.

"Not 1 star"

Not 1 star. 00000000 stars. Our two chandeliers arrived broken, miss-assembled, needed to be put together, which was never disclosed, and came with Japanese instructions…we are English speaking. We tried to return right off the bat and they said they would send English instructions. But when we hired an electrician to come he refused to hang after opening the fixtures as they were both broken, one mid-assembled, and so inferior in quality that he said we were getting scammed. We paid $3000 for junk. It has been less than 30 day and we have had the most difficult communication with this shady company, making me sick to my stomach. We will be disputing our charges with Amex and taking legal action. I’ve built 5 houses and always ordered lighting on line and have never experienced this fraud before. Please stay away and learn from my terrible experience.
11/17/2023
“Hey” Evelyn
You received the chandeliers weeks ago, just to be clear. And you did indeed refund me only after I filed a dispute with Amex, which they supported, and after I gave you this negative review which you asked me to recant and I refused.
Your chandeliers were indeed damaged as specified by our electrician who refused to hang them. Not only were they damaged, they were of extremely poor quality, I could bend the metal with my hands. Certainly not worth the money I paid for them. If the metal would have been as strong as it should be for an $1800 chandelier we would have had worked with the piece, because the crystals were indeed beautiful. But that was not the case. The experience of working with your company was so stressful and drawn out that I cannot in good conscience change my rating. I hope that you can learn from this experience so that others do not have to go through what I did to get a fair and just return for inferior quality products.

"Read return policy carefully. Buyer beware"

Ordered an expensive fixture. Took over a month to arrive, and is cheaply made shipped directly from China, complete with assembly instructions only written in Chinese. The fixture didn’t fit the standard North American bracket and the cap provided was so small it didn’t cover the hole of the previous fixture. Attempted to return and they refused stating their 30 day return policy. Ironic given it took longer than 30 days to arrive. While the team responded promptly and arranged to send a new cap as a fix, this company’s policies are not at all consumer friendly for an online retailer. All to say, buyer beware - be sure you very carefully read their return policy and be sure you really love the item as you won’t be able to return without it costing you a small fortune. I guess that’s on me - yet I’ve never experienced an online retailer with return policies this out of touch with todays market. Have revised review to 2 stars from 1 noting efforts of team

"The attention to detail in the bedroom…"

The attention to detail in the bedroom chandeliers is unparalleled. It's added a luxurious touch to our personal space. The after-sales support with maintenance tips was a great gesture.

"The chandeliers have added a regal…"

The chandeliers have added a regal touch to our conference hall. They're not just lights, they're pieces of art. The support team's advice on positioning made a world of difference.

"Blown away by the craftsmanship of the…"

Blown away by the craftsmanship of the pendant lights. They cast a soft glow over our living area, making every evening feel special. The delivery was prompt and installation guidance provided was very helpful.