Broken lamp and poor quality
I ordered a floor lamp that arrived severely damaged and unusable. The structure was bent and twisted, the lampshade was completely detached because the welds had broken, and the gold paint finish was badly damaged as well.
After many emails with the seller and even opening a case through PayPal, the only solution offered was for me to return the lamp to China at my own expense — which would have cost more than the lamp itself.
What makes this even worse is that the seller’s own return policy clearly stated that returns for damaged or defective items would be covered by the seller. Despite several requests, I never received a prepaid return label or any real assistance.
In the end, I lost $380 and was left with a completely unusable lamp that is only fit for the recycling center.
Very disappointing experience. I would strongly advise buyers to be extremely cautious before ordering from this company.
Reply from Hiooz
Hi,
We’re sorry to hear your lamp was damaged upon arrival. Our Hiooz customer service team takes every after-sales request seriously, and we initially offered to send a new lampshade as a solution.
Before shipment, we carefully check every product and take photos to confirm its condition. Regrettably, the lampshade was damaged in transit, which was completely beyond our control. We sincerely apologize that you received a faulty item.
The dispute was later processed via PayPal, which requires the item to be returned to complete a full refund. We also reached out to discuss a mutually agreed refund amount as an alternative option, but have not yet received your reply.
We remain ready to work with you to resolve this fairly. Please feel free to message us at your convenience, and our team will assist you promptly.
Best regards,
Hiooz Customer Service Team
