Visualcomfort Avis 16

Their local stores look high end and sell expensive lighting fixtures but you would get better service at Target. It is unimaginable how bad they are. 20-30min calls. Everyone promising to clear up shipping issues and nobody does. Weeks since order was placed and have zero idea when an in stock item will ship if ever when promised 2-3 days.

This is quite possibly the worst customer service I have ever experienced and they have zero care or loyalty to how much you have spent with them in the past. RUN!!!

Delivery was delayed over a month with no notice and no apology. Order was several thousand dollars. They scheduled re-delivery while I was on vacation and they were irritated that I needed to change it for that reason. The agents were rude. I hope the product is worth the wait.

We worked with Visual Comfort & Co through our interior designer as part of a new home construction project and purchased approximately $80,000 in lighting.

One of the fixtures — a $5,000 stock chandelier — was never installed due to builder-related issues and remains unopened in its original box. Our designer notified the company of our intent to return the fixture prior to move-in, and we followed up within the first month of living in the home.

Despite the item being a standard stock product, unopened, and never installed or used, the company declined to issue a refund and would only offer store credit with a 25% restocking fee plus return shipping.

We are not attempting to return any other fixtures from our project and are simply seeking a refund (less reasonable restocking/shipping fees) on one unopened stock item.

Given the scale of our overall purchase and the fact that this fixture was never installed, we were disappointed with the lack of flexibility.

Horrible customer service! This store charges premium prices so I expected better care if anything needed attention. Boy was I wrong! My order partially shipped quickly which was good. However, one piece was significantly delayed. On the day it was supposed to ship, it was again delayed several days and I was done. Wanting to cancel this piece of my order I reached out to customer service. No reply. 2 days later got an order confirmation that the shipment was processing. Replied to the email requesting cancellation and attention…no reply…2 days later I called and though the order hadn’t shipped they still could not cancel the order. When I asked why no one replies to email I was told that they were very busy and it takes 48 hours to respond. Every other online retailer is busy too, yet seem to get prompt replies from 99.9% of them. Well now I have to go through a return process and restocking fee and shipping despite my efforts to cancel ahead. Will NEVER purchase from them again!

Placed an online order overnight. Received notice of receipt of order the next day and was notified it would ship by the following day. After a couple of days I still had not received notification of shipment or a tracking number, so I sent an inquiry email as to whether it had actually shipped as promised. Autoreply said they’d reply in 24-48 hours. I called and was told by an agent that it had not shipped, but would ship in the next 24-48 hours. What? It was supposed to have shipped already. I chose to cancel. If I were you, I’d take a look at the other reviews and shop elsewhere.

I purchased a lighting fixture and bulbs in the same order. The bulbs shipped immediately, but the fixture was delayed multiple times over several months with no proactive notice. By the time I learned of the delays and canceled, the bulbs were outside the return window. Customer service refused to help. Poor communication and a system that penalizes customers for delays they did not cause.

I would not recommend visual comfort to anyone. I work for an interior design company who has ordered many items from visual comfort and each time, the customer service reps are rude, don’t follow through, and take extremely long to get cases handled… months. My clients always end up upset and I will be avoiding visual comfort at all costs now.

This review is for the Olsen Table Lamp. I was excited to find a cordless table lamp that didn't look like the typical cordless. It was pricey at $1599., but I didn't mind since I really needless a cordless option. The lightbulb needs to be removed from the lamp for charging which is required after just a few hours of use. The magnet holding the lightbulb in place is very strong and each time you remove the lightbulb it bangs into the metal holding the lampshade in place. Although I was very careful each time I removed the bulb it broke after just a few months of use because it was so difficult to remove without banging the metal of the shade. I had to purchase a new bulb for $159. and when I told Visual Comfort about the design flaw they were completely unconcerned and only responded that it would take 90 days to receive the new bulb "because of the tariffs". There was no apology or offer to look into the design flaw so I'm hoping to warn others from ordering this particular lamp as they don't seem interested in redesigning what would otherwise be the perfect lamp. I will now dissemble the top part of the lamp before taking the lightbulb out to charge which will be a pain, but at least I won't smash another lightbulb trying to take it off of the base

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.

My first purchase with Visual Comfort & Co. did not go well. My product never got delivered. I contacted customer service 3 times to get answers but their representatives have to email the warehouse and they can't see where the orders are, they have to wait to get answers from their warehouse which could take up to 2 days. Not helpful at all. I told them I wanted to cancel my order and their representatives didn't even have the capacity to do that either! They have to get permission to cancel from their warehouse. And if the product was shipped, then you will be stuck with their restocking fee. I will not be purchasing from them again.

I had to send back 2 lamps because they looked way too big for my kitchen island! They charged me so much for doing this! Over 200 euros is ridiculous and in addition to taking a 15% restocking fee!

Terrible customer service. No concern for the customer vs their process. I invested in three expensive fixtures. a few months after install, one didnt work properly. Much back and forth with my sales rep... not her fault, the answers always had to be submitted to "the team" took much longer than needed. First fix finally worked... for a very short time... then the light completely failed.

Their return policy might as well be "no returns" regardless of circumstance. If you even open the box, they will not accept a return. Their online return policy states: The following items are ineligible for return: "Open Box". I attempted to return a pendant light that I was not pleased with. I had all original carton and packing material. Because I merely opened the box, the item became ineligible for return. Buyer beware ... horrible customer service!!!!

I’m very disappointed with my recent experience ordering a chandelier from Visual Comfort. We purchased a heavy, globed chandelier, and when my electrician tried to install it, the cheap aluminum bracket it came with bent under the weight, causing the chandelier to slope. He had to remove it entirely for safety reasons.

I reached out to Visual Comfort and it took four days just to receive a response that they were “working on it.” To make matters worse, the customer service representative I spoke with was neither helpful nor polite, which only added to my frustration.

In short, the mounting hardware quality was inadequate and the customer service experience left a lot to be desired. I would not recommend them based on this experience.

I purchased three Byrne Pendant lights (polished nickel finish) from Ferguson Home, made by Visual Comfort. Less than three years later, one of the lights failed, and I found out it can’t be repaired because it’s an integrated LED.

The bigger outrage is that Visual Comfort no longer makes this pendant in polished nickel. Their only offer was to replace the failed light with one in a completely different finish — which does absolutely nothing for me. I have three identical pendant lights installed side by side over my kitchen island. Replacing one with a different finish would ruin the design entirely.

To make matters worse, neither Visual Comfort nor Build by Ferguson would even consider offering a refund so I could replace all three and maintain a matching look. They’ve refused to take meaningful responsibility for their product’s failure or the fact that their design choices make a simple repair impossible.

Buyer beware. Many small letter policies about non-returnable conditions. Unknowingly ordered a rail light, and now am stuck without rail with a light that can go to the trash unless I order a $700 connector part. No consideration from customer service whatsoever to find a solution.