My Luminara lantern arrived broken

MOMOF2BOYS · ‎03-26-2010

I received my 3 lanterns that I ordered from the TSV. The 2 bronze one's were fine, my slate one arrived broken. The glass is smashed. Now I have to ship it back snail mail (I have a daily UPS pickup at work) and use their slow Newgistics label. You would think being a broken item that there would be an option for them to send out a UPS label for faster delivery. I would like a replacement but now I will have to wait weeks before I get it (if its in stock).

Brooklynny · ‎07-08-2010

@MOMOF2BOYS, did you call CS first? A while back I ordered one of the Luminara mini lanterns, and it arrived with broken glass. CS told me to throw it away and not return it, and they shipped a new one to me which arrived intact. Talk to them first if you haven't done so already.

DecorDiva · ‎03-02-2014

Yes, call customer service. My 19" arrived with broken glass. I called them and they are sending out a replacement immediately and I scheduled a pickup for the broiken one and it's on its way back. I'm not supposed to be charged for the new one, but I'll have to monitor and make sure.

Kim-QVC · ‎06-14-2015

@MOMOF2BOYS wrote:

I received my 3 lanterns that I ordered from the TSV. The 2 bronze one's were fine, my slate one arrived broken. The glass is smashed. Now I have to ship it back snail mail (I have a daily UPS pickup at work) and use their slow Newgistics label. You would think being a broken item that there would be an option for them to send out a UPS label for faster delivery. I would like a replacement but now I will have to wait weeks before I get it (if its in stock).

@MOMOF2BOYS I apologize that this Luminara lantern arrived broke. I have sent you an email regarding this order. Thank you for shopping and posting with us in our Community forums.

~Kim

mike995134 · ‎11-04-2011

Ditto what others have said. We received a broken Luminara last uear. I called CS and they were super ... said to toss the broken item and they shipped a replacement pronto. No fuss, no muss and no need to ship back the broken item. The replacement arrived within a few days and it was just fine. No worries, stuff happens!

MOMOF2BOYS · ‎03-26-2010

Thank you, I was contacted by customer service and they did tell me to throw that one away and they are shipping a new one out. Very nice.

Mominohio · ‎08-08-2010

Customer service is really good about not making people ship back broken glass. They most always send out a replacement immediately.

Always contact customer service and if not satisfied, ask for a supervisor.

Also, even when you do have to ship back a damaged item, there is always the option to simply purchase the replacement so it will ship out right away while still in stock, then have the damaged/defective item handled as a refund. I never wait for my return to be processed, I go ahead and order a replacement right away.

Darssvt · ‎04-16-2010

Last year, I also received a Luminara lantern with broken glass. I contacted CS immediately and they advised me to return it and they promptly sent out a replacement. A week after I received my replacement, another lantern arrived that I did not order. I checked my account and I was charged for the second lantern. It turned out OK, I decided to keep the second and have them glowing on either end of my mantle. QVC mistake, but I'm glad it happened.