ComplaintsforAlison and Co

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Alison+Company is a representative of a lighting line- RBW. 5/18/21 we were told by RBW that we purchase through Alison+Co a fixture - Palindrome 4 - for a client. We could not purchase it direct from RBW. We have rely on Alison + Co to provide accurate info. Between 5/18 + 5/25/21 we arrange to place order. From 5/25 -12/16/21 - install day of light fixture - I had two phone calls with Kate regarding the capabilities of this fixture. Specifically, I inquired about its ability to be installed in any formation besides the preselected formations shown on the website . I'm assured both times that the beauty of this fixture was that it could be configured in countless shapes - easily. Further - I specifically inquired if in its shallow formation I could do something other than the shown "Flat 1, 2, or 3". Kate assured me that I could do any formation I desired- that was the selling point of this fixture. Installation 12/16/21 10 23 AM - I have a third call w/Kate before we install this light fixture. Again, I specifically inquire - can we put this into any formation other than what is shown- and once more - Kate assures me that we can put it in an infinite number of configurations. If issues arise we are to call back. This light fixture CAN'T be placed into any formation desired. We can't get this light fixture to a formation other than the manufacturer has recommended. Call Alison + Co- 5 times, Kate 3 times, RBW Twice. Left voicemails for all. At 223 pm Kate calls- 11 minutes on the call. I explain fixture can't do what she has assured us three times it can do and the Client is not accepting it as it is based upon false information provided. To this date- no resolution despite MULTIPLE attempts. No one is taking ownership. We had to purchase through Alison + Co. and they provided provided false confirmation 3 times. We are dependant on them to provide accurate + honest info. The $6k light doesn't perform as sold and therefore unacceptable as is.

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2022/01/12) */ Consumer Complaint refers to three issues that ALISON&co will address (1) "We had to purchase through ALISON&co." (RESPONSE): ALISON&co. is a manufacturer's representative agency, representing a lighting company, RBW. ******** ****** ****** (will refer to as SDS) is a residential interior design firm in Austin, TX. As the representative assigned to the Austin territory, RBW forwarded SDS's request to ALISON&co to offer a trade discount, which we did. This allows SDS to purchase directly through RBW at a discounted price, which they did. ALISON&co is not a retailer, we do not resell goods of any kind. We do not control the return, repair, or warranty policies of our represented manufacturers. (2) ALISON&co provided false information & The product doesn't perform as sold (RESPONSE):The item in question, purchased by SDS, has been sold using the same description by ALISON&co for many, many years with no complaints. The manufacturer's (RBW's) own website describes the Palindrome fixture as "endlessly configurable"(**************************************) language that we adopt as their contracted representatives. The product shipped to SDS's client as described, it is manufactured in steel and cast glass, and while it is configurable in a countless number of dimensions, the steel arms do not bend. RBW clearly publishes their return policy, warranty information, and product descriptions on their website and additionally on their sales orders that are utilized to make payment. (3) No one is taking ownership (RESPONSE): Upon receipt of SDS initial complaints with this fixture, ALISON&co alerted RBW and asked that they contact SDS for further discussion and resolution. We would like to repeat that ALISON&co is not in control of the return, repair, or warranty policies of our represented manufacturers and are unable to force a refund or return authorization from one of our manufacturers, including RBW. We would like to repeat that SDS purchased this fixture directly from RBW and issued no payment to ALISON&co. Therefore, ALISON&co is unable to authorize a refund or return. Those actions must be resolved from RBW.

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