I purchased a wall light with a separate shade. The first shade that arrived was defective (not due to shipping), but the fixture itself was fine. However, the return and reorder process was more complex than necessary. Their system does not allow for exchanges of different finishes, and purchasing a shade alone without fittings from the website was not possible, leading to unnecessary delays and back-and-forth with customer support, which took four days to resolve. Initially, I was informed that the replacement shade was out of stock, which was quite frustrating. However, after escalating the issue, they rechecked the inventory, confirmed it was available, and arranged for an urgent shipment. They also offered it at no cost as an apology, which I truly appreciated. The products are genuinely good, and while the process had its challenges, I must admit that the final resolution was managed well. Four stars for the quality products and ultimately attentive and friendly customer service who acknowledged the miscommunication.
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