Order not delivered, no I paid $137.42 for an order I never received, and despite multiple aresponse
I paid $137.42 for an order I never received, and despite multiple attempts to contact the company, there has been no response. I’m starting to question if this business is even legitimate. The lack of communication and failure to deliver has left me extremely disappointed and frustrated. I feel completely stuck and unsure of how to resolve this issue.
I placed an order online on March 19, 2026. One of the light fixtures I ordered arrived but the second one did not. I have called and emailed multiple times and not had any response. I would not recommend this company.
Be warned, I would give zero stars if I could. We ordered lights online and only after we placed the order it said to give 3-5 weeks for shipping which was longer than we expected. At 5 weeks we still didn’t have tracking information so my husband emailed them, when we got no response he emailed them again. When he still got no response he phoned them to which Shaun answered and advised that it was part of a larger order and was expected the following Friday. When we still didn’t get it I phoned them again to which Shaun answered and again advised “good news, it’s expected in Calgary next Friday and will be delivered to you by Friday afternoon or Saturday “ . When we still didn’t get it we gave it a few extra days and then my husband emailed asking for a refund, Shaun answered the email and ignored the refund request saying he would look into why it wasn’t delivered. I called and told Shaun that it has been 9 weeks and we are no longer interested in the product or service and we want our refund. Shaun was very rude and kept cutting me off and acted like I was being unreasonable for asking for our money back, we still never even received a tracking number which proves it was never even shipped. He asked for the order number and when I gave it to him he hung up on me without a confirmation of whether he was doing the refund. By this time I’m livid and my husband called him and demanded the refund and said he will call the credit card company to open a dispute which we had to do because Shuan was so rude and wouldn’t confirm the refund . Finally my husband called back and the person was rude to him again and when my husband said we were opening a cc dispute they finally emailed back saying they were refunding. We feel this company lied to us many times and were extremely rude with terrible customer service, essentially trying to get us to hold out long enough for us to not be able to get our money back, essentially scamming us out of our money. We shouldn’t have to fight for a refund for product that was never shipped or received!!!!! We should have read the reviews because it looks like many others had the same experience and some even had to involve the police. Worst experience I’ve ever had with a business.
EDIT: the response from the owner is a complete LIE!!!! I called to ask for the refund and was not abusive but your STAFF member WAS! he would not let me speak but interrupted me to say the light was on it's way, When I said we are no longer interested in the item and want our refund, He asked for the order number an hung up on me!!! when your business treats it's customers with this level of disrespect and lack of information, it's no wonder we wanted our money back. We were never provided an explanation or a tracking number and not once did we feel that your business was interested in helping us or the situation, we should not have to contact you multiple times. We won't be abused and have our concerns disregarded. it should not have come to us having to make a complaint to the credit card company before you finally gave the refund.
Shelly, while we appreciate your disappointment with not receiving your lights. The facts are the lights were ordered. The manufacturer for some reason had a customs clearing issue which we only learned about last week when your husband called and was extremely rude and belligerent, engaging in a profanity laden tirade with our staff. Our staff are not required to listen to abusive customers - if you or your husband were hung upon then you crossed the line. Your refund was processed as promised - the screen capture was sent the next day after your baseless accusations of deceit which you repeat in this review. Refunds take 5-10 business days per Stripe to appear on your credit card. We don't have any control over that.
Gord Lambert2026.05.26
Shaun was very helpful on our purchase and delivery. I would highly recommend Starlight. Great products and service.
Thank you, Gord! We're delighted to hear Shaun provided such great support. Your recommendation means a lot to us, and we're thrilled you're happy with our products and service!
Colleen Alexander2026.04.12
Kudos to a Canadian supplier of great lighting options. While the light I selected was from the US and it took a while for it to ship, clear customs etc...I am very happy with the product and customer service with Andrew, their AI and sales pricing. Thank you.
Thank you, Colleen! We're thrilled you're happy with your lighting choice and our customer service. We appreciate your understanding regarding shipping delays and are glad Andrew and our team could assist you. Enjoy your new lighting!
Nancy McGuire2026.04.11
Product came, but took a while. It was fine as i was not desperate. I ordered special light bulbs and their price was good.
Thank you, Nancy! We're glad you found the special light bulbs at a good price. We appreciate your understanding about the delivery time and will work on improving this for the future.
Marianne Chew2026.04.08
Excellent customer service! Very responsive and helpful with questions. Made sure our order arrived in good time.
Thank you, Marianne! We're thrilled to hear you had a great experience with our customer service and that your order arrived on time. Your kind words mean a lot to us!
Onyx Retrofit Reflector in White by Nora Lighting
I purchased 3 Onyx Retrofit Reflector in White by Nora Lighting. These were a replacement for some under soffit lights that had rusted because we live near the ocean. The new lights are plastic which will stand up to the salt air better than the metal ones. They were a perfect fit for the original housings and have 5 brightness settings. They look awesome and am very happy I purchased these.
Date of experience: 25 March, 2026
Thank you, Tom, for your thoughtful review! We're delighted to hear that the retrofit reflectors met your expectations and suit your needs so well. It's fantastic that they fit perfectly and perform excellently, especially near the ocean.
Danna B2026.02.13
Purchased an item 4 months ago and it was not produced. Came to get our refund and were told by the clerk to get out.
Now the scam artists trying to change the story and my absolute favorite- use the RACE CARD.
Purchase was made in September!
Product did not arrive for 3 months. No communication from this lame “business “ , we had to chase you as you don’t answer your emails or phone calls. When asked for refund- got ghosted. We drove to Canmore and asked for a refund and had lots of mumbling ( almost 40 min of it) but no concrete answer. Requested to speak to the owner and we’re refused. Forget about apology for taking money and keeping it.
When told them not leaving the store without money returned, RCMP showed up and it was only during their visit that the money were quietly e-transferred by the shady lady.
So since you decided to go that way, I bet we got such a disgusting and disrespectful treatment because we happened to be Caucasian females who stood up to your non existent “customer service” and didn’t let it slide this time - you keeping someone’s money. Trying to cover up your embarrassment makes you look even more pitiful.
Your lies about “derogatory and racist language as well as scary behavior “?!? You were not scared to take and keep the money, not scared to ignore all the communication from your clients
and you were not in person at the store to witness your employee’s inadequate behavior and “communication “ ,if it can be called so.
Prime example are the reviews left for you by other customers who had the same ugly experience and you left them stranded. The reply to my review from the owner is as pathetic as his “business». If you looking for your money back, RCMP is your only hope.
A duplicate review by a the sibling of Elina Barnes. As always there are two sides to every story and while the associate may not have lived up to our standards - we understand you and your sister were threatening, directing abusive language towards the associate, using derogatory and racist language "go get your master" and after your refund had been processed by interac e-transfer still refused to leave the business premises. That's why you were told to get out and eventually the authorities had to be called to get you to leave. Scary and bad behaviour was demonstrated from you as well.
Elina Barnes2026.02.03
The only reason this review is getting a star is for me to actually be able to enter a comment - it would be negative stars only, if I had my way. Made a purchase from this company on Sept 25, 2025. No updates received on the status of the order ever. I kept calling back the Canmore store to find out when if ever I will be getting the lamp. The WORST service I’ve ever seen in my life. Finally I asked for a refund and again no call back, no e-mail reply. Whenever I tried calling back again - the phone was never picked up (screening the calls much?). Voice mails left - never got returned. I had to drive out from Calgary to the store. And things got from bad to worse. I was told to “get out” after I said that I won’t be leaving the store until I get my money back. The associate in the store suffers from a severe case of inability to communicate with public (I’m not even mentioning customer service skills because those are inexistent at this upstanding establishment). I would forewarn anyone going anywhere near this company. Buyer beware! Scary Scarlight Lighting Nightmare.
Elina, sorry for the distressing experience. This isn't our standard, and your feedback has been reviewed with the associate. Thank you for bringing this to our attention. As always there are two sides to every story and while the associate may not have lived up to our standards - we understand you and your sister were threatening, directing abusive language towards the associate, using derogatory and racist language "go get your master" and after your refund had been processed by interac e-transfer still refused to leave the business premises. That's why you were told to get out and eventually the authorities had to be called to get you to leave. Scary and bad behaviour was demonstrated from you as well.
Tara Chobotuk2026.02.01
I do not recommend this lighting store as they have poor customer service. I talked to staff by telephone before placing an order. I was told I would receive the order in 3-5 weeks. I never received any shipment tracking. After 5 weeks, I sent a follow up email. No response. A week later, I followed up with a second mail. No response. A week later, I followed up with a third email. No response. I finally called the store a week later and talked to staff who told me they had delays with the supplier and that he didn't want to get back to my emails "without having a delivery date". I told him that from a customer service perspective, I certainly understand supplier delays and I would have appreciated a quick email back from their store in response to my first email to say that the supplier had delays & my order should be received in the future, so I wasn't left wondering what happened. The staff got defensive saying they had too much work to do. When I suggested that an apology for poor communication goes a long way, he hung up on me. Sheesh! I recommend using a different lighting store.
Update: The company eventually sent me a package that had a fee of $53 upon delivery, even though their website says free shipping with no hidden duties or fees. They said this was an error & they would send me a new package. It's now been 5.5 months & they haven't fulfilled my order. They have sporadically returned my phone call but the vast majority of emails & voice messages have not been returned. I finally asked PayPal to intervene, as this is terrible customer service. Save yourself the hassle & go with another company.
Thank you for your detailed feedback, Tara. We sincerely apologize for your negative experience. We had multiple communications with the manufacturer which changed ownership during this time and also changed their order fulfilment system which caused the issues with your order and about 35% of the orders we sent them during this period of time. We were committed to resolving your concerns to your satisfaction and we are pleased that you have received your order despite the delay. We hope you get many years of enjoyment from the light.
Anna Mav2026.01.30
I ordered an outdoor pendant ba k in October and although I was notified it was on back order in November, I have yet to hear back on the status of my order after making 5 phone calls and left messages each time. It’s now The end of January and no call backs on the status of my order. Terrible customer service. I hope I am not out 300 dollars :(
This is one of the worst customer service experiences I have in a long time.
I placed an order at the beginning of November. Website says to reach out if a shipping confirmation has not been received in 4 weeks. I reached out several times by email after the 4 week period with no response. I called and when someone actually answered the phone, I spoke with the same man. This was at least 3 -4 times. When asked about the status of my order, he repeated the same line…that he would know details of the order by a certain date and would call me back. I didn’t receive one phone call back and had to follow up each time. Each time I received a vague response that “it’s complicated”.
It’s now mid January and today’s call sealed it for me. I asked for an immediate refund. Of course he couldn’t just do this for me and told me to email to request the refund. This should be interesting. No one has ever responded to my emails. I suspect I’ll be fighting for my refund now.
Bad experience - Lack of communication and the *one* reply (asking for an update 7 weeks after I placed my order) I received was not what I would expect from anyone in customer service. I would not recommend and I would not purchase from them again.
Thank you, Richard! We're thrilled to be your go-to for lighting over the past 5 years. It means so much to us that you appreciate our variety and convenience!
John Cosgrove2026.01.07
Quality lighting store providing well considered advice on diverse range of home lighting products. Friendly, professional and knowledgeable staff. Great retail outlet for online purchases and in store in Canmore AB.
Thank you, John! We're thrilled you enjoyed our range and found our team helpful. Your kind words motivate us to keep delivering quality and expertise. We hope to assist you again soon!
Astrid Heidenreich2026.01.07
We have purchased lighting for our bathrooms and desktop lighting here. We are happy with the quality of the lights and customer service along the way. 5 stars!
Thank you, Astrid! We're thrilled to hear you're happy with the quality of your lights and our customer service. Your satisfaction means a lot to us, and we look forward to assisting you again in the future!
ben nadeau2026.01.07
Absolutely fantastic experience at Starlight in Canmore. The selection of light fixtures is beautiful, modern, and high quality, with options that fit both mountain and contemporary styles perfectly. The staff were incredibly knowledgeable, friendly, and genuinely helpful—they took the time to understand our space and made great recommendations without any pressure. From start to finish, the service was professional and welcoming. If you’re looking for unique lighting and excellent customer service in Canmore, Starlight is the place to go. Highly recommend!
Thank you, Ben! We’re thrilled to hear you had such a great experience and found our selection and service helpful. Your kind words mean a lot, and we’re here anytime you need more lighting inspiration!
Thank you, Barbara! We're thrilled to hear you appreciate our prompt and personal service, as well as our product knowledge. Your kind words motivate us to keep delivering the best experience possible!
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