Thank you for sharing your feedback. We’re sorry to hear that the fixture did not meet your expectations.
We would really like to understand specifically which parts of the quality, finish, or construction you were dissatisfied with. Please feel free to send photos and details, along with your order number, to [email protected], and our team will review the issue carefully.
We would also like to clarify that the materials listed for this fixture are metal, aluminum, and acrylic. Metal and aluminum are commonly used for the structural components because they provide strength while keeping the fixture relatively lightweight, while acrylic is typically used for the light-diffusing components to create a softer and more even light output.
Regarding delivery, your order was placed with our standard shipping service, which has an estimated transit time of approximately 4-6 weeks after shipment, and the package was delivered within this stated timeframe. We understand, however, that this can still feel like a long wait.
Most importantly, if there is a genuine quality issue with the fixture or any concern regarding the electrical components, please contact us directly. We will investigate it and, if a quality issue is confirmed, we will assist with the appropriate return, replacement, or other resolution.
We hope you’ll give us the opportunity to review the issue and make this right.
Sincerely,
Tammy Customer Service Team
Dear Claudia,
Thank you so much for taking the time to share such a wonderful 5-star review!
We are absolutely thrilled to hear that all 28 sconces arrived in perfect condition, installed smoothly, and look fantastic in your space. Ensuring accuracy on large custom orders is always a top priority for our customer service team, and we are so glad that our check-in gave you complete peace of mind.
We also love that the included bulbs were a pleasant surprise for you!
Thank you again for your incredible trust and support—we are so honored to have you as a returning customer. Our team is already working hard on your new order to ensure it meets the exact same high standards.
Warmest regards,
Ling
Vakkerlight Team
Thank you so much for taking the time to share your wonderful feedback!
We truly appreciate your kind words and are delighted to hear that our team was able to assist you in finding the right lighting solution for your client's staircase. We understand how important proper lighting is for both the beauty and safety of a space, and we are always happy to work closely with our customers to ensure the final choice meets their needs.
Your satisfaction and trust mean a great deal to us. We’re grateful for the opportunity to be part of your project and hope the lighting brings a beautiful atmosphere to your client’s home.
Thank you again for choosing Vakkerlight. We look forward to assisting you with more projects in the future!
Warm regards,
Carmen
Customer Service Team
Thank you so much for sharing your wonderful feedback with us!❤️
We are delighted to hear that you found our website easy to use and that the product descriptions matched your expectations. We truly appreciate your recognition of the value and quality we strive to provide.
We also appreciate your thoughtful advice about carefully reviewing product details before ordering. We always want our customers to feel confident and informed when choosing the perfect lighting for their space.
Thank you again for your support and trust. We hope to have the pleasure of serving you again in the future and helping you find more beautiful lighting pieces for your home or projects!!
Warm regards,
Carmen
Customer Service Team
Thank you so much for your kind review! We’re so glad you love the fixtures and that we were able to help find the right extension rod length for your space.
It was a pleasure working with you, and we truly appreciate your patience throughout the process. We hope everything looks perfect once the extension rods are installed!
Warmly,
Tammy
Vakkerlight Customer Service Team
Hello Vicky,
Thank you for sharing your detailed feedback. We sincerely and deeply apologize for the frustrating experience, miscommunications, and inconvenience you encountered regarding shipping, product specifications, and the subsequent light failure.
We completely agree that asking you to troubleshoot or disassemble electrical components without clear guidance was unacceptable and stressful. We take full responsibility for these communication lapses and are actively updating our product documentation to prevent this from happening again.
Please rest assured that we are 100% committed to taking full responsibility under warranty and making this completely right for you. We have sent a follow-up email directly to your inbox with two concrete, hassle-free solutions for you to choose.
We truly want to ensure you end up with a reliable, working fixture that you love. Please check your inbox at your convenience so we can arrange the best resolution for you immediately.
Warm regards,
Miya
Vakkerlight Customer Care Team
Thank you so much for your kind words and for taking the time to leave us such a wonderful review.
We are truly happy to hear that our response speed and assistance were helpful to you. Providing timely and thoughtful support is always our priority, and your appreciation means a lot to our team. ❤️
Thank you again for choosing Vakkerlight. We truly appreciate your trust and support, and we look forward to assisting you again in the future.
Warm regards,
Carmen
Vakkerlight Customer Service Team
Hi,
Thank you for sharing your feedback. We’re sorry to hear that your experience did not meet your expectations.
We’d like to clarify that while our office is located in the United States, our factory and main fulfillment center are located in Asia. Our products are shipped directly from our factory to customers worldwide.
Regarding the delivery time, your order was placed with our standard shipping option, and according to our records, the package was delivered within the estimated timeframe for that shipping method.
We are also concerned to hear that you feel the items you received do not match the product photos. Could you please send us photos showing the differences you noticed, along with your order number, to:
[email protected]
Once we receive the photos, our team will review them carefully and help determine the best solution.
Best regards,
Tammy
Vakkerlight Customer Service Team
Dear Lucia,
Thank you so much for leaving us such a wonderful 5-star review!
We are absolutely delighted to hear that our customer support team was able to assist you with the replacement parts and video guidance for your assembly. Ensuring our customers have a seamless and enjoyable experience with Vakkerlight is always our top priority.
We truly appreciate your support and trust in our brand, and we hope you enjoy your lighting fixture for many years to come! Please feel free to reach out to us anytime if you need further assistance.
Warmest regards,
Ling
Vakkerlight Team
Hi,
Thank you so much for your feedback. We’re very happy to hear that you love the light, its construction, the instructions, and the color.
We also appreciate your comment regarding the delivery time. Your order was placed with our standard shipping method, which has a longer transit time, and the package was delivered within the estimated timeframe provided for standard shipping.
We completely understand that the wait can still feel long, especially when you’re excited to receive and install your new light, and we truly appreciate your patience throughout the process.
Thank you again for choosing Vakkerlight and for sharing your experience with us.
Best regards,
Tammy
Vakkerlight Customer Service Team
Dear
We sincerely apologize for the inconvenience and confusion caused by the incorrect estimated delivery date in the automatically sent email.
Our factory is located in Asia, and your order was shipped from Asia via your chosen standard sea freight method, which typically takes approximately 4-6 weeks. While the automatically generated estimated delivery time in the order system was inaccurate, your package has arrived within the standard shipping timeframe.
When you contacted us to cancel your order, the goods had already entered the customs clearance process. Unfortunately, once a package enters the customs clearance process, we cannot intercept or cancel the shipment.
You also mentioned that you now have a non-functional fan. Is there a functional problem with the fan, or is it because you purchased other products and no longer need it?
We have sent you an email regarding this matter. Please check your inbox; we will be happy to assist you.
Sincerely,
Abby
Vakkerlight Customer Service Team
