The cheapest products at top dollar markup. If you want to return anything, get ready to send an email every couple days because they won’t respond. Ultimately, I had to end up opening a dispute with... Mehr ansehen
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Das sagen Bewerter
Great lighting! Customer service is excellent!! I bought a bunch of lighting for a cabin build in the woods at my in-laws.
Got a great deal on some floor lamps that were great and a bunch of the Led globes that were cheaper than they were at ikea.
Horrible customer service and inaccurate description of their sconces. You can’t speak with someone by phone, when you email with questions and concerns they are rude and condescending, taking days to... Mehr ansehen
Unternehmen hat geantwortet
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Hat 66 % seiner negativen Bewertungen beantwortet
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Das haben sich andere Leute angesehen
Cheap Chinese junk…
Paid 300 bucks for a light that’s worth 15 bucks on its best day. It is so poorly made it is not installable. Cheap Chinese junk.
18. August 2024
Bewertung ohne vorherige Einladung
Antwort von focaldecor.com
Hi Robert,
We’re truly sorry to hear about your experience, and we want to help resolve this for you. After reviewing our records, we weren’t able to find any history of your purchase with us, so we would love to learn more and assist you directly. Your satisfaction is very important to us, and we want to ensure that you receive the quality you expect.
Could you kindly provide us with more details, such as your order number or any other relevant information such as shipping address or the email address that you provided on your order? We are committed to addressing your concerns and making things right. Thank you for bringing this to our attention, and we look forward to assisting you.
Please feel free to share with us any questions or concerns at support@focaldecor.com.
Warm regards,
Focal Decor Team
They never refunded me
Took a while to receive my order. I returned within the return period UNUSED. Like the others, I still have not received a refund weeks later. After they sent shipping labels. I don’t hear from them
14. Mai 2024
Bewertung ohne vorherige Einladung
Antwort von focaldecor.com
Hi Natalye,
Our records show that full refunds were issued for all of the items you returned in order #10868 on 06/23/2024. We suspect you may have been confused since the refunds were issued for individual items (three separate refunds issued), not as a lump sum refund for all the returned items.
The three refunds were issued on 06/23/2024 for the amounts of $154.98, $128.98, and $144.98, respectively, on Visa ending in 8825 via Apple Pay (original payment method). The Acquirer Reference Numbers for the refunds are 24011344176000012417876, 24011344176000012236276, and 24011344176000012083850, for your records.
Warm regards,
Focal Decor Team
Terrible experience
FINAL UPDATE-It’s now August they never refunded my money. I finally gave up and will continue to write honest reviews about this deceitful company every chance.
UPDATE -Still no refund after four months. They received my return on 1/13, it is now 3/5 and I have not received my refund. They are very unresponsive to emails, when I opened a claim with my credit card company someone finally responded and stated they tried to refund me, but the claim was open and they weren’t allowed. I closed the claim because they assured me I would get my money back but 2 months later nothing. Stay away from this company. UPDATE-it is now the middle of May and I have still not received my refund. Even though my credit card charge back showed closed months ago, they say it never closed on their side and they won’t refund me.
10. Jänner 2024
Bewertung ohne vorherige Einladung
Antwort von focaldecor.com
Hi Stacey - Below we copied the email that was sent to you by our customer service team in regards to your issue (screenshots not included). Please refer to the email that was sent to you for the reference screenshots:
We wanted to reach out to you in regards to your refund for the items you returned for order #9598 to provide some clarity on the issue. We see that you have left a review without full context of the situation in regards to the chargeback you filed, how chargebacks are handled by CC companies, and how chargebacks are resolved by CC companies.
As you can see in the below screenshot for your order with us, three separate refunds (one for each of the returned pendants) were issued on 2/1. And your returns were processed and closed for refund on 1/31. As you can see in the below screenshot, the refunds failed and were rejected by your credit card issuer since you had already opened a chargeback on the transaction. We were not notified of your chargeback until 2/3 (refer to below screenshot of transaction details). Unfortunately, there is a delay between when a chargeback is filed by a customer, and when retailers are notified that a chargeback has been filed by a customer. As you can see in the below screenshot for your order, the chargeback is still open on our end and the transaction is still frozen, so a refund can still not be issued.
As per our previous email to you back on 2/4/24 (see below), it can take 1-3 months for a chargeback dispute to be resolved. Until the chargeback is actually resolved, the transaction will remain frozen and our attempts to refund your order will be declined by your CC company and fail. We hope this provides you with more clarity on the situation as to why a refund cannot be processed or issued at this time. The chargeback must be closed, on your end AND on our end for the CC company to allow us to re-issue the refunds that were initially issued to you back on 1/31.
Unfortunately, the chargeback process is still outdated, inconsistent, and a tremendous headache for both customers and retailers. Again, once the chargeback dispute is resolved and the refunds can be re-issued, a full refund will automatically be issued to you.
Best,
Focal Decor Team
Fantastic customer service
They sent me the wrong color product. When I told them, they asked me to share an image, and then they sent me the correct one without my having to return the wrong one, request a refund, or purchase another. How easy was that?!
21. November 2023
Bewertung ohne vorherige Einladung
Do not but from here, not built to code
Purchased a chandelier for our dinning room as part of a remodeling project. When our licensed electrician went to install he ended up being uncomfortable with the product. He pointed out that the paperwork indicated it was rated for 220-240VAC not 120vac (mind you the instructions were only written in Chinese so we had to use google translate, and were not really adequate). On the website it had stated it was good from 90-240vac. He also pointed out that the wire size was undersized for the typical lighting cicuit and no grounding path was provided.
In addition the light body is not designed to work with standard junction boxes used in residential construction. The recommended solution was both asthetically as well as code wise unacceptable.
The company refused to provide a refund for this clearly inferior product.
In addition be aware that they censor the reviews because my review of the product never made it into the reviews.
8 Nov 2023 - Response to vendors comments:
The light does not meet code. The fact that it does not make for an aesthetic installation in the US does not help. We ended up getting a different light from a different manufacturer.
1. This light had provisions to properly ground the light.
2. The light was designed to securely attached to the light fixture box which when installed with the appropriate bracket is designed to take the structural load of the light.
3. The conductors were properly sized to accept the normal circuit ampacity.
4. The instructions were in English. (see pictures of the instructions provided with reviewed light).
Your light is a technically inferior product.
27. Oktober 2023
Bewertung ohne vorherige Einladung
Antwort von focaldecor.com
Hi John - We are so sorry to hear that the Amara light fixture was not the appropriate fit for your project!
We went back to review your emails to our customer support team and noticed that your primary concern with the light fixture you received is the size of the canopy, which is why you requested to return your order. We would highly recommend reviewing the dimensions of the Amara light fixture prior to placing an order. The dimensions for the canopy are available in both the product description and product images on the Amara light fixture product page on our website.
Additionally, we highly recommend reviewing the item you purchased in a timely manner after receiving it to determine if it is the appropriate fit for your project. As you are well aware, we have a generous free 30-day return policy. You had placed your order with us back in May 2023, and received your order in June 2023. Unfortunately, since you requested to return your order 5 months after receiving it (well beyond our 30-day return window) we are unable to accept a return for your order.
Placed an order for 2 Ion sconces on…
Placed an order for 2 Ion sconces on 7/1 and received them on 7/6. We just had them installed and they look fantastic!
6. Juli 2023
Bewertung ohne vorherige Einladung
Do not buy from them
Items did not arrive on time- weeks later . Returned and still no refund issued.
28. Mai 2023
Bewertung ohne vorherige Einladung
Antwort von focaldecor.com
Hi Kat - May we have your full name and/or your order number? We're here to help!
You may also reach out to us directly via email at support@focaldecor.com or through our Contact Us submission form found here: focaldecor.com/pages/contact-us
I ordered three lamps that were…
I ordered three lamps that were supposed to arrive within 2 to 4 weeks. They actually aI ordered three lamps that were supposed to arrive within 2 to 4 weeks. They actually arrived after 8 weeks, way after I needed them. I read on the website that the return process will be easy, and I followed all the instructions, and still have not received my refund almost 6 months later. Definitely would not deal with again.
29. Dezember 2022
STAY AWAY!
Ordered expensive sconces from FocalDecor.com on April 22nd. I assumed my products were coming from a local retailer and would arrive in a standard week or so. When they didn’t there was no phone number to call, the only option was sending an email asking for a tracking number and ETA. I did get a prompt reply w/ the tracking numbers to a random trucking company. I tried tracking the package but their online updates were so generic and told you nothing besides stuff like “handed over” (I have screen shots). There also wasn’t any mention of an ETA. (If their CS responds to this review and claims it’s USPS, it’s true for the last leg of the journey but the tracking info they provide is to I guess the international shipper which they know isn’t helpful at all (again I have screen shots). I sat patient for another week then reached out again asking for ETA and was ignored because they had the same pathetic tracking info I was looking at, which told them NOTHING.
Finally after 3 weeks of it not arriving I figured I was being scammed so I started by asking for a refund to which they said they couldn’t because the product was already shipped. My next step was to dispute with my credit card company so I could move on and buy another set from elsewhere. Fortunately my credit card company was able to see immediately that 3 weeks had passed and the tracking information was minimal and no ETA whatsoever.
Finally over a month after my order was placed I received a random package by USPS which was 1 out of 2 sconces and it arrived very obviously from a third world country. Poorly packaged and with no quality/regulatory labeling (I have pictures of everything). Also no brand stickers, zero instructions and no safety documentation.
Long story short, I wouldn’t trust this company at all. Their mom and pop CS team noticed the second sconce came in today and sure enough had the nerve to contact me immediately pretending like they delivered on time and can’t understand why I would do a charge back. If this was a legit company the message would have been along the lines of “We’re sorry our product was severely delayed and we couldn’t meet your expectations. We fully understand that you had to dispute the charge since you hadn’t received your product and your money was tied up with no line of sight to an actual arrival time. We would like to provide you with paid postage to return our items at your earliest convenience”. The CS guy is a real tool who you can tell by his rebuttals in other reviews refuses to take accountability for a poorly run business.
BE VERY CAREFUL AND STAY AWAY.
20. Mai 2023
Bewertung ohne vorherige Einladung
Antwort von focaldecor.com
Hello - We’re truly sorry to hear about your experience, and we want to help resolve this for you. After reviewing our records, we weren’t able to find any history of your purchase with us, so we would love to learn more and assist you directly. Your satisfaction is very important to us, and we want to ensure that you receive the quality you expect.
Could you kindly provide us with more details, such as your order number or any other relevant information such as shipping address or the email address that you provided on your order? We are committed to addressing your concerns and making things right. Thank you for bringing this to our attention, and we look forward to assisting you.
Please feel free to share with us any questions or concerns at support@focaldecor.com.
Warm regards,
Focal Decor Team
Do Not Buy from them!!!
Do not buy from them! They do not honor their "No Questions asked 100% Satisfaction Guarantee" return policy. I ordered some very expensive pendant lights. They were cheaply made from China and one of the was broken. They processed a replacement and prior to sending it, I asked to return the pendants as they were overpriced junk. I asked for either a full refund or a credit. They said they could not return the product because they are sending a replacement. I asked them to cancel the replacement and they never responded. I contacted them again and they did not respond. I fully expect them to reply to this in a very defensive manner. If they do reply, you should ask yourself why they didn't reply to the prior 2 emails I sent them and try to resolve the issue.
5. März 2023
Antwort von focaldecor.com
Hi Kim - We are concerned that your description of events does not match reality. In reviewing the emails you sent our customer support staff, you contacted us on 2/21/23 notifying us that one of the pendants in your order arrived broken. You state:
"We received our lights today. One of them was broken at the bottom in 4 places. I have attached a photo for your reference. Please let me know when a replacement can be shipped.
Thank you so much!
Kim Rodio"
We immediately responded to your email and notified you that a replacement would be shipped right away. To refresh your memory we emailed you:
"We are so sorry to see that one of the pendants arrived damaged! Thank you so much for sending an image. We are currently processing a shipment for one replacement pendant. The new tracking number will be populated under your original order number (#5052) as soon as it is available."
We see that the replacement pendant was delivered to you several months ago (USPS tracking number CY014100162CN), as per your request. We have not heard from you since.
Beware - do not shop here.
I would HIGHLY recommend that no one shop here.
I ordered and paid $650 for a chandelier- it took over 4 months to arrive and when it did it was completely the wrong color. I spent days trying to reach/email and connect with them. Absolutely no response.
They will take your money and provide no customer service or follow up.
2. Mai 2023
Antwort von focaldecor.com
Hi Jessica - As you are well aware, your order did indeed arrive within a few weeks (order placed on 11/9/22 and delivered on 11/23/22). As a matter of fact, you emailed our support team on 4/18/23 (5 MONTHS after receiving your order), "I was overseas when this shipped and delivered so I am just seeing it." You've also acknowledged seeing the tracking information for your order (we emailed you the tracking numbers and tracking page link automatically AND upon your request) so you are well aware that you are spreading a blatant falsehood in your review.
Linked here is the tracking page for your order which clearly shows that your order arrived in a timely manner: https://focaldecor.com/apps/trackingmore?token=moc.liamg_-_ayamyeltahwj&order=4288
Additionally, you have refused to provide any evidence to our support team that you did indeed receive the incorrect item. We asked that you send an image of what you received, and you have yet to do so. There is not much we can do to help you if you refuse to provide any evidence of the issue. All of our items are THOUROUGHLY inspected prior to shipment. In the unlikely case that something does go wrong with an order, our Refund and Return Policy clearly states, "Inspect your order upon delivery and contact us immediately if the item(s) are defective, damaged, or if you received the wrong item(s)." Instead of contacting us when you inspected the items, you waited 5 MONTHS to contact us.
Customer service was really great
Customer service was really great. Helped me track my delivery and were really quick with answers. The chandelier looks great in my dining room!
13. Februar 2023
Bewertung ohne vorherige Einladung
Excellent customer service, affordable, quality
The lights I received were as ordered and arrived in a timely manner for coming from overseas. They are very very pretty, exactly what Id hoped. I asked for a modification in the cord lengths for each piece and was paid an extra $40 for it. Months later when I finally put them all together I realized they'd left the cords all at the longest length. This actually ended up being the smartest thing they could have done because we did need to make some changes to our measurements. They still refunded me the $40 modification fee after one simple email 6 months later. To me, that is excellent customer service all around. Will definitely order from them again!
18. November 2022
Bewertung ohne vorherige Einladung
Was thrilled with the great variety and…
Was thrilled with the great variety and was able to find exactly what I was looking forward! Everything was delivered in a very timely manner, arrived in excellent condition, and appeared just as it did on the website. Have recommended the website to a friend and there experience has been the same. Will definitely be coming back for any future needs I have!
6. September 2022
Bewertung ohne vorherige Einladung
The website is honest about where…
The website is honest about where products are coming from and how long delivery can take.
The item didn’t work for me, and I couldn’t wait another 4-6 weeks for another one. However the return process was free and easy.
Customer service was very responsive.
16. Juni 2022
Bewertung ohne vorherige Einladung
Great Experience
Honestly I was nervous spending 600 dollars on a chandelier online without ever having seen it, but I had a great experience. The product came a day earlier than it was supposed to and the instructions were clear and concise. I'd highly recommend the European Glass Chandelier and I'd highly recommend this website.
1. Mai 2022
Bewertung ohne vorherige Einladung
I do not recommend Focal Decor for your…
I do not recommend Focal Decor for your lighting. They have high reviews for their products because they monitor which reviews get posted. I reviewed a product and they didn’t post my review because it wasn’t a 5 star review. The light took over two months to arrive. They also supply no phone number so only way you can reach them is through their customer service site where they are well trained on giving you “canned” responses. In defense of them I purchased a light which didn’t work on a sloped ceiling and didn’t realize it in a timely manner because my contractor disappeared for 5 months with my money and the light sat in its unopened box waiting for the house to be completed. I asked for a phone call to discuss my situation and the response was “you are not entitled to a phonecall”. What kind of customer service is this? There is a reason they are not on google or yelp because they don’t want the publicity of negative reviews.
I took my business elsewhere by going to a lighting store in my area where I received great customer service, and design help. I also ordered from two other on line lighting companies in the course of my remodelwith wonderful experiences.
28. April 2022
Bewertung ohne vorherige Einladung
Antwort von focaldecor.com
Hi Kelley,
We are so sorry to hear that you had an unpleasant experience with your home remodel project. Unfortunately, we have no control over whether or not you open and inspect the products you purchased within our 30-day return window. You purchased our Amara - Modern Horizontal Chandelier and did not request a return until 3 months after you had received the fixture. The fixture itself sits HORIZONTALLY and is fixed by two hanging rods. The fixture will always be oriented parallel to the ceiling surface it is installed on, which is why it should not be installed on a sloped ceiling. This is abundantly clear when you review the product page and images of the Amara fixture.
As you are aware, we have a 30-day return policy, which means you have 30 days after receiving your item to request a prepaid return label from us and ship your return. Additionally, you could have contacted us PRIOR to placing an order to inquire about whether or not the fixture is appropriate for a sloped ceiling. We would have been more than happy to help you. We do not modify our return policy just because your contractor did not review the fixture for you. That would be unfair to all of our other customers that do abide by our return policy.
Do not purchase from Focal Decor
Do not purchase from Focal Decor
Received lights the bottoms were bent and the top part was bent as well, but the actual neck moves so it wasn't actually bent, it just needed to be adjusted. The bottom part, just bent back into shape. Took to the contractor building my home and he wouldn't install because they are not UL listed and the electrical wires are entirely too small (wanna burn down your home?) Returned them and they would only give a partial credit, said there were damages (scratches and bent?) Disputed the remainder amount with credit card company, otherwise send me back the items that I am apparently paying for that are "damaged" also very peculiar there are no one stars here?
29. November 2021
Bewertung ohne vorherige Einladung
Antwort von focaldecor.com
Hi Erik,
You had reached out to us to return the three wall sconces you purchased, and we happily provided you with a pre-paid return label. You had stated in your return request that "The sconces are in the same condition and one is still on the sealed box." You made no mention of damage to the sconces.
When we received your return package, two of the sconces were packed loosely and unproctected, free to crash around in the package during return shipment. You did not package the two sconces with the protective packaging we shipped them in. Our return policy clearly states "To be eligible for a return, your item must be in the same condition that you received it, uninstalled or unused, with applicable tags, and in its original packaging." Not only did you not make an attempt to return the sconces in their original packaging, but you also made no attempt to secure the sconces all but ensuring irreparable damage to the light fixtures.
Our email response to you, "We received and processed your return shipment. The unopened sconce we received is in its original condition and we will process a full refund for that sconce. The other two opened sconces we received are damaged in multiple places, including dents to the fixtures and paint damage. Please see the attached photos of the damage for your reference. We are unable to accept the returns as these sconces can no longer be used. We will process partial refunds for the cost of the two damaged wall sconces."
Unfortunately, the returned sconces are beyond repair. However, we still provided you with a partial refund for both. You were fully refunded for the sconce that was properly returned.
It is very concerning that you seek to find fault and provide false descriptions of our products which you did not care to share with us directly prior to your return.
Had a great experience with this site
Had a great experience with this site. The sell a lot of light fixtures that I couldn't find anywhere else. Anyways, may first purchase on this site had some shipping issues, so the company sent me a new light, and I received my original order. They didn't even ask me to return my original order! I've made a few more light purchases since, and have always been happy with their service and fixtures.
26. Juni 2021
Bewertung ohne vorherige Einladung
Antwort von focaldecor.com
Hi Leon,
We are so happy to hear that you had a great experience shopping with us! Feel free to contact us at support@focaldecor.com so we can provide you with our latest promotion discount codes for any of your upcoming projects!
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