Alicia C.
Yelp
Terrible Customer Service- DO NOT ORDER CUSTOM Light Fixtures!
Summary/Advice- many mis-steps by Michele & the MV team, and they did not handle it well throughout the process. Fixture was about $4K+, and we expected a lot more from this brand. Don't be fooled by how pretty everything photographs on IG. Take a careful look in person before you purchase. And above all else- DO NOT ORDER CUSTOM. Hopefully they can get their act together. They have beautiful things and a good eye, but their execution is sorely lacking.
Deep Dive-
Our clients went by the Michele Varian store and loved the light fixtures, and asked us to create a custom fixture for over their dining table. We worked with Michele's team to order a fixture we designed, and everything was pretty smooth at first. Then there were delays with the manufacturing of the fixture, and it was shipping out 3-4 weeks later than expected. Once the pieces arrived to our studio for inspection, several of the brass rods had deep scratches, 2 of the glass globes had chips on them, and the custom canopy also had some scratches. When we brought this to Michele's attention and her team, their response (I'm paraphrasing) was "that is how the material is, so there is no damage. Also, this order has become a lot of trouble, and we actually mis-quoted you for the cost, and we are eating $1400 on the custom canopy" Michele also got a bit defensive about what natural brass looks like, which we know, being interior designers for the last decade. We actually love the look of natural brass and the patina that it develops. These scratches were definintely NOT patina. Eventually, Michele's team did send us replacement brass rods and glass globes, and we were able to buff out the scratches on the canopy.
But here's the kicker- the fixture itself was not wired to simply go into the ceiling. Our electricians had to spend a whole day, to get this expensive fixture to actually function. We called Michele's store for some guidance on how to get it to work, and the man in charge of the custom light fixtures, literally LAUGHED AT US over the phone in a "good luck, this isn't my job"tone. We were left to handle the installation with our electricians, whom thankfully, were amazingly persistent, creative, and did get the job done. When the electrician bill came ($1450), I asked them to bill Michele Varian directly, as this custom light fixture had far exceeded our original expectation in design time + electrician costs. And the client really shouldn't have to pay for Michele Varian's mis-steps. Michele has refused to pay the electrican. We will eat the cost, as it is not fair to our clients' to pay this cost.
Hopefully they can get their act together. They have beautiful things and a good eye, but the execution is sorely lacking.