Visual ComfortReviews 22

I purchased two high-end chandeliers in March — a medium Cubist chandelier with glass and a linear chandelier. The linear chandelier was on backorder, and I was informed that my credit card would only be charged once it shipped. However, a week later, I received a notification that my card had been charged for both items, even though only one had shipped.

I contacted the store and requested a refund, as I didn't want to pay for an item that wouldn't ship for another two months. Despite multiple follow-up calls over the following weeks, I never received the refund, so I eventually decided to let it go.

Once both chandeliers arrived, I scheduled an electrician for installation. During the installation, the electrician noticed that the Cubist chandelier was slightly bent, which prevented several of the glass pieces from fitting properly. I chose to proceed with the installation without the glass pieces.

Six months later, I was contacted by phone, email, and text, claiming that I still owed payment for the linear chandelier. After multiple exchanges with collections and providing proof that no refund had ever been issued, my card was nevertheless charged again. While I did receive a small discount due to the glass issue, I was disappointed to later discover that the linear chandelier itself was crooked and poorly leveled — indicating a lapse in quality control.

Throughout this process, customer service never offered an apology or made a sincere effort to resolve the issue promptly.

In summary, I am very disappointed that after spending over $3,000 on two chandeliers, both products and the overall service fell short of expectations. The billing error, the defective items, and the lack of accountability from customer service have made this experience extremely frustrating.

On 1/13/25, I sent an inquiry about a non-working and uber expensive light fixture. 48 days later I'm told I'm out of luck. Minus stars would be more like it.

Sold us defective light. They are zero help. Told us we need to hire someone to install a new part to "fix" the light. Then they told us that we can't get this part for 2 months. This after we bought $10k worth of lights. Amanda is customer service. Zero help. Never ever buy from these folks.

Ordered several light fixtures, one didn't work out. Contacted store immediately for return label. This was December 3,2024. Did not receive label until January 2025. Shipped fixture back same day. They received fixture to their warehouse January 6,2025. It's January 25,2025, still no credit to my credit card.

My sales person,Julie has been amazing. Contacts me immediately, follows up with corporate, but her hands are tied.

This return process is the worst I have ever experienced. Think twice before buying from Visual Comfort.

After ordering a product from them 8 days ago that was supposed to be overnight shipped, I still have not received anything. Every day I call, speak to someone else, and they tell me it's shipped out and the next day we are in the same boat. I feel like I am living in the Movie "Groundhogs Day". This is the most inefficient company I have ever worked with. Steer Clear!

I had to return two pendant lights. It took 8 business days to get a return label. I returned the lights and they were delivered back to the company on 9/19. It is October 1. I have not received a credit…and, when I call the company they say someone will call me back. I get no calls back. They just ignore the customer. Buyer beware! Do not order directly from this company! I would give them zero stars if that was an option!

After almost three weeks and three phone calls (one in which the representative hung up on me), I was finally refunded for a return. It really should not be this difficult. Their product is good, but their customer service is very poor. Buy from this company with caution.

Product not delivered, customer service less than no help, really a waste of my time ordering from here.

Don't be fooled by the sales woman in this store! Flat out liars! Don't believe that their products are made in America! They are liars!

As owners of multiple Morris Lanterns in our previous home, we were excited to purchase 2 for our new home we are building. We were 5 days away from moving to our new home but VC refused to hold the delivery until after our move unless we paid "rent" in the warehouse for the 1 light that was available. So we had to receive it in our rental home for 5 days and then move it again - convenient, especially after spending $1K on it. As the pictures show, the box arrived severely damaged, and we were also required to keep the giant, heavy wooden palette on which it was delivered. We literally had to climb over the palette to get through our garage filled with boxes. I opened the box and inspected the light for damage, but due to the shape of the cage it was not apparent upon first inspection that it was damaged. After moving into our new home, we started the laborious and often frustrating process of installing the new light. Only once it was hung and we began attempting to install the glass panels that fill each window of the cage did we notice it was completely misshapen, warped and bent in certain areas - to the point where it is physically impossible to install the glass. I submitted the "Return Form" (that has no box for free form details or explanations) and was sent a generic "We cannot accept this return because it does not meet our criteria - with the criteria then generically pasted below it". As a long-standing VC customer who has purchased several lights in the past and purchased 8+ for our new home, as well as influenced friends to install them in their new homes, I was shocked and floored by this generic and poor response. I requested it to be escalated and to speak with a leader, included all of the details and sent all of the photos but have received zero response or acknowledgment of our disappointment. VC just lost a loyal, would have been lifetime customer.

Despite very nice design, parts do not fit, no customer support
Fortunately we purchased through a reliable vendor and received full credit for visual comfort & Co /Kelly Wearstler hostility to customers

Before you spend a lot of money on visual comfort exterior light know that after 18 months they fail and they wont replace them. I wasted 1300.00 dollars

Purchased a chandelier, which was being shipped via a freight company. The company erroneously delivers multiple boxes to me, none of which are my chandelier. The customer service with Visual Comfort is ATROCIOUS. No apologies, no expediting my shipment, no proactive updates. Just a mess of a phone web where you can't actually speak to a manager and emails that go unanswered. I'll never order from them again. Absolutely awful experience.

I finally managed to get through to a customer services manager who promised he would get back to me within a specific timescale. Guess what? They never followed through. I never received the call back. Another example of awful their customer service. They simply make it as difficult as possible in the hope you give up trying.

I've been working with them for almost 5 years now and what seemed a good partnership before, now it's not anymore tbh. I decorate homes and make families happy, but this last year when I was ordering products from Visual Comfort, I only received low quality or broken products. When customers complained to me, I complained to the company, but the respond and the will to help/change/service was really low. It was like the manager didn't have any ambition to satisfy his customers. Disappointed!

This company does not care about you or your family quick to throw you away like trash and supervisors and managers don't have a clue on what's going on and they don't respect hard working men such as myself therefore I would not even think about working for a toxic work environment such as visual comfort & co hope they get shut down

My entire house is visual comfort lights. I used to recommend them because many are very pretty. I ordered Kate Spade $#*!inson chandelier and several parts were not made properly. It was nearly impossible to find anyone to talk to. It took weeks and finally I was able to pay them. To get replacement parts! They do not stand by product. China made junk. I will never buy again. I feel sorry for suppliers that have to deal with them.

I ordered the Arabelle flush mount
Fixture last spring through a local design company in Richmond, VA,
Called Williams Sherrill. It finally arrived mid summer WITHOUT the
Glass diffuser. After multiple attempts through Williams Sherrill who
Appears to have thrown up their hands in defeat, I tried to contact the
Company directly. They refuse to talk to me because I'm just the
Customer, not in "the trade". Best answer I can get from owner of
Williams Sherrill is it will(maybe) be here in December. "They have none
In stock and must have another made in China". Really?

I have worked with these guys for over 6 years. They have always given me the worst customer service. It has taken me 4 1/2 months to get them to send me a mounting bracket for my customer. Which was their fault for never putting in a box. I gave them the item and told them I needed the mounting bracket. I called 6 times and every time they said it was shipping out that day. About a week later it shipped. When I finally got it the mounting bracket wasn't even the right one and did not fit. In order for my customer to get one I have to have a picture that it doesn't fit. Like really!?!? So my customer has waited another 5 weeks and still no bracket. I suggest not using them unless you want problems.

Recently purchased Visual Comfort Suzanne Kasler Thornton 3 Light Decorative Floor Lamp in Polished Nickel SK1004PN-NP, SKU # SK1004PN-NP from Designer Supply House, NY, NY. VERY POOR QUALITY! Doesn't sit level & finish is damaged. I contacted DSH - no resolution. I have also filed a complaint against DSH w/BBB, NY & FTC - no resolution (yet). I also contacted Visual Comfort & Co. I do not hold VC&Co. Responsible for the policies & practices of DSH. I contacted VC&Co to inform them of the poor quality & craftsmanship of their product. I did not receive a response from Visual Comfort & Co. This is my 1st & last transaction w/Designer Supply House & will also be the 1st & last product I purchase that is from Visual Comfort & Co.

Update: 4/21/2014 I received replacement lamp from Designer Supply House. IT DID NOT WORK! Contacted DSH next day and requested full refund upon return of the lamp. 5/23/2014 received return label. 6/03/2104 lamp delivered to a company called Bath Kitchen Decor. Today is 6/17/2014, I have not received a response from either DSH or BKD or a refund. Again, I do not hold Visual Comfort responsible for the business practices of DSH or BKD. I am writing this review to warn of the poor quality of the Visual Comfort product I received."