I ordered a plug-in sconce and received…
I ordered a plug-in sconce and received a hard-wire sconce, completely different from what I ordered. After contacting the company, they asked for a video of the item, which I provided immediately. Instead of sending the correct product and a prepaid return label, they issued me a ticket number and then left me waiting for days between each response.
After over three weeks with no resolution or clear communication on how they planned to fix their error, I decided to dispute the charge with my credit card company. Suddenly, I received an email offering a so-called “solution”: I could keep the wrong item and they would send me the correct one at a 30% discount.
Their lack of timely communication, especially when the mistake was theirs is what truly damages their business. I do not recommend ordering from this company if you expect prompt customer service or accountability when errors occur.
Reply from Iluminating
Hey Mahendra, We’re sorry to hear about your experience. We wanted to let you know that we have already processed a full refund for your order.
If you have any further questions or concerns, please don’t hesitate to reach out to us at support@iluminating.com — we’re always here to help.
Best regards,
The Iluminating Team
