Complaints

• Initial Complaint

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I asked Shades of Light to delete my personal information and to stop marketing to me. A customer service rep sent me this link:******************************************* When opening the link I was appalled to find out they want me to verify my identify by submitting proof of identity photo and personal identification. They want me to upload a photo of myself AND an identity document. Such as my drivers license or something. This is CRAZY. They are a light fixture store! I have never sent them a photo of myself and why would anyone give out identification on an email such as a drivers license or passport? I have never dealt with a company requesting this information just to be removed from their database. There is no reason they need to see my identification. An email should suffice. Is this even legal? Why on earth do they need to see what I look like and my identification to be removed from their email and marketing database? This seems fishy and is quite scary. I am not giving out my personal photo or identification that has my drivers license number on it. Something is wrong and no other company, none, has even asked for this. Here is what they want Per the link and I attached a photo Proof of Identity Choose File No file chosen To help keep your identity secure, we ask that you provide a photo of yourself holding your identity document next to your face. Please make sure that both the document and your face are clearly visible in the photo. Must be under 8 MB.Please let me know if this is legal. Its quite scary and concerning that they have my contact informing but wont delete it unless I complete the identification step. I have never provided this to them in the past. Really, this is an online lighting store for goodness sakes. Thank you for your investigation.

  Business response

  06/24/2024

  Thank you for contacting us regarding your personal information and privacy concerns. Shades of Light takes our customers privacy very seriously and is committed to protecting your personal information.  We are happy to comply with your requests and have removed you from all of our marketing channels.  Please allow up to 45 days for the removal to take effect for catalogs mailed to your address, and 10 days for e-mail.  In order to delete or provide you with a copy of your personal information, we require additional information to verify your identity.  We use a reputable data privacy platform for this service to maintain security and compliance.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received an order confirmation from Shades of Light customer service with no receipt. I have not ordered anything from this company nor have I subscribed or even heard of it as a company.I do not yet have a charge but I did not give this business my contact information.

  Business response

  06/19/2024

  You received an email in error, please accept our apologies for any confusion this may have caused you.  While performing an update to our email system today we inadvertently sent you an Order Confirmation email. Please rest assured that this e-mail does not reflect any change or any unauthorized activity on your account. We are sorry this occurred.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an email for an order from this company. I have not placed an order with this company nor have I lived at that address in years. I don't even know what cc this is or what has happened as they are unreachable. Phones are busy and corporate has forwarded my calls to voicemail.I sent this email:Hello,I received attached email for an order I did not make.I have not lived at that address is years and never made this order.I tried calling your customer service and am getting a busy signal.I need to know what this is and what cc so I can report and dispute. This is fraud or spam, but I need someone to verify.And received a oops disregard previous email.This isn't sufficient and I need to know if they have been hacked and what this is.

  Business response

  06/18/2024

  You received an email in error, please accept our apologies for any confusion this may have caused you.While performing an update to our email system today we inadvertently sent you an Order Confirmation email. This email was sent by us and is not the result of a data breach.  Please rest assured that this e-mail does not reflect any change or any unauthorized activity on your account. We are sorry this occurred.

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below

   I need to know how my cc is still on file. I deleted it years ago. They are not giving details about what happened. 
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  Business response

  06/19/2024

  Thank you for contacting us regarding your personal information and privacy concerns.  Shades of Light takes our customers privacy very seriously and is committed to protecting your personal information. This email was inadvertently sent based on previous email order confirmations with no new order created. Please rest assured that we do not store credit card numbers in our system.  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today I recd an email order com #********** from a company called Shades of Light,2 years ago an order was placed with them which was returned to them and I eventually I recd a refund.I have never placed another order with them yet they are going to ship/charge me $216.67 for something I never order.I have tried calling customer service, number doesn't work and their main corporate office also not working. I sent an email but have not recd aa reply.I would like for them to cancel this order. I have contacted my bank but they cannot do anything until a charge comes through.Pls advise. Thank you. The company name is SHADES OF LIGHT PHONE ************ in **********, **

  Business response

  06/18/2024

  You received an email in error, please accept our apologies for any confusion this may have caused you.  While performing an update to our email system today we inadvertently sent you an Order Confirmation email. Please rest assured that this e-mail does not reflect any change or any unauthorized activity on your account. We are sorry this occurred.

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   They are claiming the email was sent in error, yet it has an order number. pls have them confirm this order number is voided. I would also like a confirmation they do not have my credit card number on file in their system and to PLEASE remove my email address from their system.  Thank you
  
  Regards,
  
  *********************
  
  
  
  
  

  Business response

  06/19/2024

  Thank you for contacting us regarding your personal information and privacy concerns.  Shades of Light takes our customers privacy very seriously and is committed to protecting your personal information. This email was inadvertently sent based on previous email order confirmations with no new order created.  Please rest assured that we do not store credit card numbers in our system, and we have removed you from our email list. 

  Customer response

  06/19/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  I have reviewed the offer made by the business in reference to complaint ID ******** where Shades of Light have confirmed that the email I recd yesterday 6/18/2024 which had an order number ********** and an amount of $216.67 and showed the last four digits of my credit card was sent in error.  What choice do I have but to believe them?  Personally I dont believe them as I have never heard of anything like this before. Where was the order number generated from? and why are the last 4 digits of my credit card on this not real order? Maybe a review of their business practice is in order. In this time of constant scams and personal identify fraud getting emails such as these are  not pleasant to deal with and possibly they should fix their customer service phone number so people can reach them
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an email today from them. It was a receipt about an order. That I didnt place. The shipping address is not mine either but the last 4 of the **** are mine. Im trying to inquire about this receipt for an order that I didnt place but no one gets back to me. The phone number doesnt work. The top of the receipt shows this. Number: A46DE187F6 Status: Open The phone number on the email is ************. Www.shadesoflight.com is the website. This is the total charges to the **** Total$2,372.25

  Business response

  06/18/2024

  You received an email in error, please accept our apologies for any confusion this may have caused you.While performing an update to our email system today we inadvertently sent you an Order Confirmation email. Please rest assured that this e-mail does not reflect any change or any unauthorized activity on your account. We are sorry this occurred.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order with Shades of Light in October 2024 for two light fixtures (two of the same). They proceeded to send me one fixture and one opened box/only a light shade (no fixture). They had me send them both back as they said item was discontinued and I wanted two identical. A few months later they email me saying they shipped me one and charged my credit card for it. After several emails and phone calls they agreed to let me return the item that I HAD NOT ASKED FOR. Soon after they shipped me another box and charged me for it! Again I had to contact them several times to tell them I did not want it, to completely cancel any previous order and to not send me any more. Well today, six months later, I got another email saying they have shipped and charged me for two light fixtures THAT I DID NOT ORDER NOR WANT. Their phone line appears not to be in service and email says they'll respond in 1-2 days. they should not be able to charge my credit card and ship me items I DO NOT WANT NOR AUTHORIZE. Last I had spoke with them they assured me that the order was closed/done/it would not happen again - but it HAS and for over $700 on my credit card - again!

  Business response

  06/18/2024

  You received an email in error, please accept our apologies for any confusion this may have caused you.While performing an update to our email system today we inadvertently sent you an Order Confirmation email. Please rest assured that this e-mail does not reflect any change or any unauthorized activity on your account. We are sorry this occurred.

  Customer response

  06/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Shades of Light send me an email letting me know that the invoice she sent me yesterday saying I had been billed $703 for two fixtures I did not order was sent in error.  Apparently they did a system update and emailed many/most/all? of their customers invoices yesterday.
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Today I received an email thanking me for an order that I placed, paid for & received 3 yrs ago.It was an invoice for $346.68. I had to send an email to their customer service protesting this and expecting them to reverse any charges they place on my credit card. I have not ordered anything from them since that original purchase nor even been on their website since.Suspiciously ALL of the company phone number are ringing busy. At ALL locations.

  Business response

  06/18/2024

  You received an email in error, please accept our apologies for any confusion this may have caused you. While performing an update to our email system today we inadvertently sent you an Order Confirmation email. Please rest assured that this e-mail does not reflect any change or any unauthorized activity on your account. We are sorry this occurred.

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I contacted this company through ******** since all their phones rang busy and they messaged me back that it was an error on their part during the updating of their email systems.  They assured me that my credit card would not be re-charged and they apologized.  The fact that ALL  the phone numbers provided on their website, and there were 5 or six different ones for different locations, caused alarm on my part.  Situation resolved.
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 6/18/23 I placed an order for a light fixture and the corresponding light bulbs. My credit card was charged $55.77 for the shipping cost of the FULL order but only the bulbs were shipped. The company discloses backorders on their site however no backorder was disclosed at the time of purchase or after ordering. It is now 3/25/24 and I have yet to receive my item yet I have been charged shipping. The company has had a total LACK OF TRANSPARENCY & LIED about the arrival date of my item month after month leading me to be so far removed from the transaction date that I can no longer even file credit card fraud to recoup lost funds. Numerous times I have called and been given a ship date only to watch that day come & go. I called today to request the shipping (for an item I have not received) be refunded & the company refused. They told me the item has yet to be manufactured. How can a company collect ************** and not manufacture in even a year? They say it now might come in ***** They are selling things that do not exist, charging unsuspecting consumers & then delaying order fulfillment so long that the consumer can no longer claim fraud with their credit card company. this is FRAUD. These are wrong & deceptive business practices.

  Business response

  03/28/2024

  We apologize for the delay in receiving the light fixture.  Our customer service manager is having our floor model shipped to the customer.  Please let our customer service manager know if you have any additional issues.  Thank you for your business!

  Customer response

  03/28/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a pendant light (sand frost glass pendant) from Shades of Light. When we received the light and looked at it in the space, it was too small and was dwarfed by the opening. We then sought to return it. It was not installed and was put back in the original box. On Saturday, April 22nd, we spoke with an ************ The order number is *******. At the time she said she found the order and was going to send a ***** return label. She never sent it, and now says she cannot find the order. After saying she found it and would send the label and not doing it, we are extremely disappointed in this company's customer service.*******************************************************************************************************************************************************

  Business response

  04/28/2023

  Hi,

  We sent the return labels by email on 4/24/23 (see attached).  We have called the customer to confirm the return labels were received and they were able to open the *** file.   The refund will be processed when the item has been received back and that it will go back to the payment that was used on the order.

  We value their business and encourage the customer to reach out to us if they have any other questions or concerns.  

  Thanks,

  Shades of Light

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a light fixture from Shadesoflight.com in Nov of 2021 for a Holiday gift. Directly after purchasing, I was notified the product would be delayed. The delay increased numerous times and finally in Jan. 2022 we received the product. The light fixture showed up in a large box with no packaging. The light fixture initial cost was $******. Taxes were $***** and shipping was $*****. The product showed up damaged. We thought the damage was minor so we tried to hang the fixture but with light on the fixture, the damage was very noticeable. We filed for a return and shipped the product back to Shades of Light. Shades of Light informed me they do not cover refunds on original shipping. I explained their policy is only explicit on voluntary refunds and explained the shipping was a substantial cost and I am entitled to a refund because I returned the product due to damage. They have continued to refuse a refund of the $***** so I feel this is nothing short of a scam. The product was damaged so refunding shipping, especially when it represents nearly 25% of the total cost, should not even be a question.

  Business response

  04/18/2022

  We apologize for the incorrect information the customer received.  We refund the original shipping back to the customer for damaged items if we don't send a replacement item to the customer.  We have refunded the shipping on this order, the total amount of $***** has been processed to the original payment used on your order *******.  I have attached a copy of the invoice.  Please let us know if you need anything else.

   

  Thanks,

  Shades of Light

  
  

  Customer response

  04/18/2022

  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: complaints@richmond.bbb.org.
  
  Regards,
  
  ****** ******
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩