I have purchased lights from Gerrie Lighting over the years but this was my first large order. Unfortunately I experienced a customer service nightmare. I purchased 10 lights for a new home. Most of the lights I had preselected but I needed help choosing lights for a new kitchen and got very little help from the salesperson. He could not make any suggestions even though I gave specific examples of my likes and the design I wanted. I was sent home with a catalog and selected lights with no input from the salesperson.
When the product arrived, I realized the lights were nothing like I thought they would be. Had a salesperson reviewed the order with me to double check my selections I would've caught my error. But sadly they just ring up your order and take your credit card. As well, they do not review their policies regarding returns. There is fine print on the bottom stating that returns are subject to a restocking fee.
Now I completely understand the need for this fee, but in my experience this ranges from 10-20%. So I was shocked when I was told that it can be up to 40% and had to wait 2 business days until they confirmed the fee for the lights I wanted to return.
When informed the fee was 25% I decided to go ahead with the return and wanted to reorder new lights. I found a replacement on the Gerrie lighting website and when I asked for a quote got a price $150 more than the website price. I was informed the item went up in price 2 weeks prior and the salesperson would not honour their online pricing.
For a high end lighting store, this was not the service I was expecting. Considering the level of competition in the retail market I thought that they would provide exceptional service to justify their higher prices.
In the end I took the remainder of my business elsewhere but not before receiving a final email from Gerrie stating that if I did not reorder the new lights then I would also owe them the freight charges for shipping back the lights that I already paid a 25% restock fee on!! I did not appreciate this aggressive approach to gain my business. Never again.