1stoplighting

Thank you for following up and for taking the time to share the details you uncovered with FedEx. I know this has been a frustrating experience, and I truly apologize that you had to spend so much time trying to get answers. I do see that we’ve gone ahead and issued a refund for the items that were mis-shipped, which has been returned to your original method of payment. While this situation is not typical of our service, I completely understand your disappointment and regret that we let you down here. Please know we’re here to help with anything you may need going forward, and we’ll do everything we can to ensure your next experience is a much smoother one.

Thank you for bringing this to our attention, and we're truly sorry to hear about the trouble you've had. We did review your order and show a total of six tracking numbers, all marked as delivered. That said, we sincerely apologize if one of the items was missing from your delivery. A replacement for the missing 72" down rod was filed on 7/28/2025, and you’ll receive tracking details as soon as it ships. Please also know that our Customer Service team is available to assist you - either through the live chat option on our website or by submitting a request at www.orderhelpdesk.com. We do not delete customer orders from our system, and you are still able to submit any additional requests as needed. We appreciate your patience and hope to get everything resolved for you quickly.

EDIT: We’re glad to hear you received your tracking information and that things are moving forward with your order! We did want to assure you that your order was handled through our normal process and not in response to the review. In this case, the only identifying detail we received was the name “N. N,” which doesn’t allow us to connect it to a specific order. That said, we're always here to help and appreciate your patience. Please feel free to reach out directly if you have any further questions or concerns - we’re happy to assist! Hi N N – we're really sorry to hear about your experience and want to assure you that we’re absolutely not a scam. We’ve been in business for over 20 years and take our customer service and delivery commitments seriously. Our “3-Day Shipping or $50 Back” policy is something we proudly stand behind; it reflects the average timeframe most of our customers receive their orders, and we do honor the credit if that commitment isn’t met. We operate a fully digital customer service team, so you can always reach us quickly via live chat on our site or by submitting a ticket at www.orderhelpdesk.com. Unfortunately, with your Yelp name showing as "N N," we can’t locate your order in our system to look into this directly, but we definitely want to help. Please reach out through chat, Yelp DM, or the helpdesk with your order info, and we’ll make it right. Thanks for bringing this to our attention!

Thanks for reaching out, and I’m sorry for the frustration this has caused. Your order was delayed due to the item being on backorder, which is what led to the longer fulfillment timeframe. We understand how disappointing that can be, especially when quick shipping was expected. We do want to assure you that a refund is being processed. At this point, we see that PayPal is actively handling the case on your behalf, and we encourage you to continue communicating directly with them for the most up-to-date status. If there's anything else we can assist with in the meantime, feel free to reach out through our Help Desk at www.orderhelpdesk.com or via chat on our website. If you’re still in need of the item and would like to explore similar options that are currently in stock, we’d be happy to help - just let us know.

EDIT: Thank you again for your patience. I wanted to let you know that a full fixture has been requested on your behalf, and an estimated ship date is currently pending. At this time, the order is still marked as backordered in our system. If that status changes and it ships sooner than expected, we’ll be sure to provide tracking details right away. We just don’t want to promise immediate shipment until that’s been confirmed. Also, I’d like to clarify some confusion around the “secondary ticket” comment. We do not delete legitimate follow-up inquiries. However, duplicate tickets - meaning those with identical information submitted around the same time - are sometimes consolidated to avoid confusion or delays. I’m very sorry that this wasn’t explained more clearly during your previous interaction. Please know we’re keeping a close eye on this and will continue to update you as soon as we have more details. I'm truly sorry for the frustration and lack of communication you experienced. This is not the level of service we aim to provide, and I appreciate you taking the time to share your feedback. After reviewing your order and support history, I want to confirm that a replacement has already been submitted for the incorrect lamp post light. The item is currently on backorder, but once it ships, you’ll receive a confirmation email with tracking details. While we do sometimes request photos to help our team investigate product discrepancies, I apologize if that process felt dismissive or unhelpful in your case. Your experience matters, and your feedback is being shared with our team to ensure better support in the future. Again, I’m very sorry for the inconvenience and appreciate your patience. If you have any other questions or concerns, please don’t hesitate to reach out.