BadgerFan1's review of Light Impressions

Light Impressions

Customer Reviews & Ratings
Review Posted 9/9/2011
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Review 9/9/2011
Another Light Impressions Nightmare!!! I wished I'd gone to this website (and others) before placing an $192.67 order with them on March 11, 2011 in response to a 20% off sale. I hadn't done so because 6-7 years of doing business with Light Impressions (LI) had all been positive. In retrospect, I'm wonder whether the alleged "sale" was a ploy to bilk long-time (and new) customers. My credit card bill arrived at the end of the month and I quickly saw that it had been charged $192.76 by NCD Brands (the parent for LI on March 17, 2011. Six days later, my credit card was charge $192.67 by NCD Brands, the parent company for LI. One order item arrived within two weeks, but the bulk of the order did not. ----------------------------------- On April 14 I called to find out why the rest of my order had not arrived. Linda Blackmore told me—only after my asking—that the reason for the delay was that a fire had occurred in their plant in Mexico and that things were being sorted out. She said the rest of the order would be delayed 4-5 weeks. ------------------------------------ I called again on May 4, 2011 and after a long wait Mona answered the phone. She said the shipment would be delayed for an indefinite amount of time. I then asked that all items not shipped be cancelled. She said a check for $175.55 would be sent to me within 3-4 weeks. ------------------------------------ No check was received by 6-20-2011, so I called Light Impressions again. Spoke to a Nancy at 5 p.m. on 6-20-2011 and asked when check might coming. She said "Our accounting department is running behind. It might be another 3-4 week wait." I asked her to note my call and concern, and groused about their holding my money for nearly three months. ------------------------------------ Called LI again at 10:43 am on 7-22-2011. Gaby found both my order cancellation and request for check. Was given a supervisor call number: 800-828-6216, ext. 1761. She said supervisor would call back within 24 hours. ------------------------------------ 9-9-2011. Mail arrived and still no check from Light Impressions (or its parent company). Called Impression Customer Service today. Was on hold for 25 minutes until a sales agent name Charles answered the phone at 9:35 .am. He confirmed my cancelled order and my request for reimbursement therefor. Asked him when my order showed up on their system and he said: "3-16-2011". He said said I was owned $175.55 (somewhat less than I'd been told previously.) I expressed frustration that the check promised in back in May (four months ago) has yet to arrive. I told Charles that I had seen hundreds of complaints on line and was sorry he was stuck in the middle. He said he hadn't read them, so I encouraged him to do so. He acknowledged receiving many phone complaints about delayed shipments, failure to receive reimbursement for cancelled orders. He forthrightly said: "they are justified". As for the refund checks, Charles said "there is a big backlog of requests for reimbursements for cancelled orders . . . They are still working on processing the many refund requests." Then I asked if he was an customer service agent for LI, or just an answering service. Charles said he is an employee of Light Impressions, . not an answering service. Thinking that it would be better to reactivate the order, I inquired whether the allegedly fire/supply problems had been solved. When asked if they could ship the items ordered in March, Charles' response was: "The items that you ordered are not in stock at the moment." I asked him the same question again and the response was the same. In turn, I asked to speak to a supervisor, and was told: "The department supervisor and the manager have resigned. There are only sales representatives available. I do not have anyone that to refer you to at this moment". Getting nowhere, I concluded the 15 minute call by saying that I'd be contacting the California Attorney General to file a formal complaint. Asked Charles to note that in my record. He said my comments would be duly noted.
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Hours   Phone   (800) 828-6216 Address   P. O. Box 2100
Santa Fe Springs, CA 90670
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