Reply from LumensAug 22, 2025
Good Morning, Melanie,
Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continue improving our service. Please accept our sincere apologies for the challenges you encountered.
After reviewing the situation, we discovered that the manufacturer’s product number we had associated with the Dazzle Flushmount was mistakenly linked to the Dazzle Pendant. This error led to our initial mishandling of your case, as the manufacturer had advised us that the correct fixture was sent. Unfortunately, we then failed to recognize that the fixture you received differed from what was displayed on our website, which resulted in the premature closure of your replacement order.
Upon further review, we corrected this by processing your replacement request. Additionally, after listening to the recordings of your calls, we recognize that some of the information provided by our agents was inaccurate and incomplete, and we sincerely regret the confusion this caused.
That said, since you’ve already purchased the correct fixture from another company, we would like to make this right by processing a return and refund for the replacement fixture we sent you. While we know this does not erase the frustration you experienced, we hope it demonstrates our commitment to resolving the issue. We truly value your business and hope you’ll consider giving us another opportunity to serve you in the future.
Best Wishes,
Kate
Lumens Customer Service
