ComplaintsforSchylling Inc

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing to express my deep dissatisfaction with my recent experiences attempting to purchase Lava Lamps, both online through Amazon and in person at ********* Store. Despite my efforts, I have encountered nothing but frustration and disappointment due to the poor quality and apparent lack of quality control associated with these products.Over the past two weeks, I have purchased multiple Lava Lamps, only to find them defective or broken upon unboxing and setting them up. I have diligently followed the instructions, waiting the expected 2-4 hours for the lamps to heat up and start working, but to no avail. The root causes appear to be inadequate quality control and possibly improper handling and storage during shipping. Regardless of the cause, the ultimate responsibility lies with the parent company that manufactures these products.My attempts to resolve these issues have been time-consuming and costly. After multiple returns and exchanges, both online and in-store, I have concluded that finding a functional, undamaged Lava Lamp is akin to finding a needle in a haystack. This situation is unacceptable and reflects poorly on the company's commitment to its customers.Moreover, my attempt to contact the company directly was met with an appalling lack of concern. The customer support representative I spoke with was dismissive and unhelpful, almost discouraging me from pursuing a resolution. This attitude is in ***** contrast to the customer-centric image portrayed in the brochure included with the product, which misleadingly suggests a high level of customer care.It is evident from the negative reviews on Amazon and the lack of awareness at ********* that these issues are widespread. I am deeply disappointed with the overall experience and the apparent disregard for customer satisfaction. I urge the company to address these quality control issues promptly and to reconsider its approach to customer service.Disappointed, *******

  Business response

  06/11/2024

  Hello
  I am sorry to hear of the consumers disappointment with our lamps. Cloudiness is normal upon delivery. It is made up of tiny particles of wax that have separated, this can happen during the shipping/handling process. A troubleshooting technique is included on the document enclosed with your lamp. However, we do offer another technique!
  Upon receiving your lamp, please set the lamp up as instructed. The following day turn the lamp on for 8 - 10 hours. If the globe appears cloudy you will want to continue to turn the lamp on daily for 8 - 10 hours. However, during this time please cycle the lamp in short bursts, anywhere from 1 3 times. The way to do this is turn the lamp on and let it flow, then turn the lamp off until it is cool to the touch. Once cool, please turn the lamp on again and allow it to heat up, turning it off again to cool.
  In most cases, your globe will clear or show signs of improvement within 1 2 weeks. During the cooling down process the wax starts to fall and acts like a Velcro pulling these small particles of wax together. Each subsequent run/cool cycle will collect more residue, with the hopes of clearing your globe. This technique can be used whenever you see your globe start to look a bit cloudy. Turning the lamp on daily for 8 - 10 hours will also help with the cloudiness and prevent the wax from becoming lazy.
  Again, cloudiness is very common. The larger the lamp the longer it may take. You want to be sure the lamp is not in a window, under an AC or in front of a fan as the cooler temps can cause an issue with how the wax flows and contribute to the cloudiness. Please do not cycle your lamp for 24/7, this can cause issues with air bubbles within the wax and impact how the lamp flows.
  If unhappy with the item our retailers offer a 30 day return policy (some offer longer period of time). We also offer a **************************** which the consumer can contact customer service direct and provide a copy of the receipts and pic of the lamp and lot code so we may assist them further.
  There are a lot of factors to consider as to where you are placing the lamp; a fan, AC or a window can impact the flow and cloudy appearance. If the consumer would like to speak with our specialist they are encouraged to call ************ and ask to speak with Nic or *****.
  Thank you
  *****

  Customer response

  06/12/2024

   

  Hi *****,
  
  Thank you for your response. While I will try the instructions you have provided, I must express my continued frustration and concern regarding the severe quality control issues with the lava lamps I have received.
  

  The cloudiness is just one of many problems. I urge you and anyone involved in these sales to follow up on the numerous negative reviews related to quality control. Customers, including myself, have reported receiving lamps that are dented, in rough condition, and with packaging that is ripped and damaged. The cloudiness is only one of several issues I have personally experienced.
  
  Another major problem is the defective coloring. The lava lamps I received, advertised as having purple with black lava, instead exhibit half yellow and half purple lava when in use. This is unacceptable and far from the product description. Additionally, the colors inside the glass are misaligned, giving the impression of a poorly executed product.
  
  Furthermore, the top caps are cheaply made and do not fit correctly. It is evident that the overall manufacturing quality has significantly declined compared to how these lamps were made many years ago. The current products appear to be made with little regard for quality or customer satisfaction.
  
  The negative reviews across the internet highlight these issues, and it is alarming that such feedback does not seem to concern the company. It feels as though there is a blatant disregard for quality assurance and customer satisfaction. The frustration extends to the customer service experience as well, which has been anything but helpful in resolving these persistent issues.
  
  I hope you are aware of whats going on regarding such(via the rampant negative reviews across internet), and that I am not the first one bringing this to your attention... As to Why, it would appear to be so difficult to find a lava lamp that looks and works as advertised? How can these quality issues be rectified so that I, and other customers, can finally receive a product that meets standards and expectations in Good Faith! I know we can all have a stroke of bad luck from time to time, but my luck can't be this bad..!

  How can I order a  Lava lamp, directly from you, and/or the company, that I know will be delivered in decent condition, appropriately and will be inspected accordingly before being shipped, please? Since you seem somewhat concerned which I deeply appreciate it. So, I don't have to waste any more of my valuable time in trying to receive a lava lamp that is up to snuff.  That would be fantastic!

  I have reviewed the response submitted by the business and have determined that it does not fully satisfy my issues and concerns regarding complaint #********. I understand that by choosing to accept the business response, my complaint will be closed as resolved. However, I remain deeply dissatisfied and concerned about the ongoing quality control problems.
  
  
  Regards,

  
  *************************

  Business response

  06/17/2024

  Hello

  Thank you for your response. We have attempted to call you numerous times with the hope to speak with you. Please note we have not changed the manufacturing of the lamps as they are still made from the same quality of materials. We have found that the shipping and handling has resulted in some damages which is beyond our control but we do work with the consumer and ***** carrier to ensure they receive their order as it should be. Cloudiness is common and takes place within the shipping and handling. We do have troubleshooting techniques that have proven to be successful in clearing the globe. If you are looking to purchase the lamp direct from us, please visit www.lavalamp.com for our current offerings.  Should a lamp arrive damaged or not to your liking, we have agreements with our retailers who can assist you with a refund or replacement if you fall within the return policy.  If you have any other questions or concerns I encourage you to please call me 800.541.29298 ext 3257.

  Thank you 

  **********;

  Customer response

  06/20/2024

  Hi *****:

  With the internet readily available for most everyone these days, and having all the tips and recommendations for Lava Lamps at my fingertips, I have, in fact, researched all of them very thoroughly and complete. But this still does not explain the conditions I've been receiving these lamps in even before contacting you through the BBB with this complaint. With that said, and after ordering several from "Amazon", and going directly into "Spencers", I'm not having the best of luck with [quality control] with regard to the purchase of one of these lamps.. (And my luck can't be that bad!).

   I currently have, two, 16.3 size, purchased from "Spencers", one of which still is having issue, and not working as it should, even after following all the tip and advise given about these lamps. What can be done to exchange/return this one for a lamp that actually works and the glass isn't scratched, and/or just something or another it seems to be... when trying to purchase one of these at the aforementioned vendors.  It's a good thing I'm persistent, or I would have given this mission up long ago, with this entity of having a lava lamp, not only losing my interests slowly but surely, but also losing my hard earned money and business as well. I would rather not order any more of these from amazon or *********.  I've wasted way too much time with this already, Including having to respond with here three times, stressing the reason(s) for my complaint, in hopes, for a "Good Faith" resolution from someone who actually cares about the product, and its quality of workmanship and delivery.  

  What would my best options be at this point, to possibly get a one of these lamps that has been inspected, and you know for a fact, look good, and will work without previous issues, if/when received? I.e - one that has no scratches, no discoloration, no dents, caps fit correctly, etc etc.  This is all I have experienced thus far with trying to purchase this product.  

  If you're unable to achieve the stated resolution, we'll just leave this defunct as it seems and remains, with the experience received! They do not seem to be built like they used to, unfortunately..!

  P.S. Someone only called me once and left a msg(I think it was you) and then we started corresponding directly from this platform I thought? Would you still like to talk on the phone for a good faith resolve, or can we resolve this swift and quickly here?

  
  Regards,

  *******

   

   

• Initial Complaint

  06/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am appalled by Schylling customer service. I have been purchasing their Needoh products for over a year from one of their authorized retailers, *****'s Gifts.I contacted their support because I recently opened a brick and mortar store and wished to purchase directly from them since *****'s Gifts charges more per item than if I were able to purchase directly through them. I sent all the required documents, including photos of my store location. An incompetent customer service representative named ***************************** immediately denied the photos and claimed that the photos did not show a storefront location, but rather a warehouse location. Not only is this untrue, but also offensive and insulting. My business has a storefront location ATTACHED to a warehouse. So I have both for optimal storage for my store inventory. ********* was trying to say the photos I showed were a warehouse when they were not. I showed the storefront where customers shop. My warehouse is separated from my store, but ********* could not seem to comprehend that. I am unsure why a customer service representative gets to determine the legitimacy of my store. I find this insulting and wrong. All other major retailers I have contacted approve my store location, I am unsure what Schylling's issue is. Additionally, I called the customer service line and tried to get them to connect me to someone other than their incompetent customer service representatives. I was told to leave a voicemail and the individual would call me back. Of course, I never received a call back. After spending thousands of dollars on their products, promoting them to my half a million followers on social media, and providing them with all the information they asked for, I would expect better treatment from them. I have attached invoices from one of your authorized retailers, showing how much Needoh merchandise I have purchased. I am appalled by the treatment I have received.

  Business response

  06/11/2024

  Account has been approved and set up . *** notified

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩