ComplaintsforCalifornia Lightworks

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ********** ********** was shipped an ****** light on *** *** **** for repair. The cost of the light was $**** and to ship the light to the company was ***** There were several back and forth emails in regards to what services were needed and confirmation that the item was received by the company California Lightworks for repairs. There was no follow up emails from the Company ********** ********** for several weeks since the last email was sent early June about the status of the the repair or if/ when the light was to be shipped out. Today **** ** **** a follow up email was sent to the company California Lightworks to learn the status of the repairs as the item ( lights ) have been in the company's possession for over a month now. Said company sent over an email response to my previous ticket request to them first stating " The light you sent in for repair is a ******* " confirming the item I sent to them and that it was received and then stating in the next email " FedEx Package 1 Tracking #: XXXXXXXXXXXX 1 x **** ************* ******* A ***** ********* who is over ******** Sales & **** Support sent a follow up email after I confirmed the item description to their company email that the return package with the item was "It was shipped and delivered to: *** Excellent *** ********** Lane Stone ********* ** XXXXX" I promptly informed Mr. ***** ********* via our email conversation that "I just tracked that package and you sent it to a incorrect address! The item was shipped from **** ***** Drive ******** *** It was hand written on the box." California Lightworks was then contacted via phone to resolve the issue of the incorrect shipping address. I was connected with Mr. ***** ********* (ext. ********* he apologized who connected me to the Office Manager ******* (ext. ***** Upon relaying to ******* the issue she began to speak to me in a condescending tone about the matter and hung up on me. She was extremely rude and denied me any further information.

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/07/06) */ Contact Name and Title: ****** ********** Contact Phone: XXXXXXXXXX **** Contact Email: ******************************* Dear Mr. ******* we want to thank you for supporting our products and our apologies re. any inconvenience that you have experienced. The unit that you sent back for repair was indeed repaired and returned to the only address that we have on file. This is the original shipping address when you purchased the product from us. The light was repaired free of charge and promptly shipped back to you via ***** tracking number that you specified. The package was delivered on **** **** and was signed for by someone at that address. See attached proof of ********* I understand that you had moved and that your new address was noted on the package that we received. But we normally don't pay any attention to this information because customers can send us a package from anywhere (For Example a UPS Store or a FedEx Store). Our policy is to ship a repair unit back to the address that we have on file for the customer unless of course the customer specifically asks for a different address. We did not receive any communication from you regarding a different shipping address. Regardless of what happened, we're here to help address the issue. You don't need to threaten our staff in order to receive good service. Any threats against the staff is taken seriously. This was unnecessary. If you were unable to recover your light from whoever received it at your old address, please let us know and we'll be happy to send you another light. Please send an email with your information to ******************************** and we will make sure we remedy this situation. Thank you. Consumer Response /* (2000, 7, 2022/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Regardless if the company believes either my account or the details provided by their rogue office manager, I am satisfied with the final outcome. The company has agreed to send another light to replace the one that is missing. The company recognizes that they are sent lights from different locations than the original thus some confusion may happen. I recognize that more clarity could have been provided when the repair ticket was opened and not rely on the written instructions on the box or the shipping label. Overall, I am happy with the replacement and knowing I can now ship off my other lights for repair which will be handled and repaired accordingly. Thank you in advance to all parties...

• Initial Complaint

  06/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased grow light that was supposed to cover a *** in bloom every thing on thier site says it covers a *** in bloom. When I got the light it says *** in bloom. I find them to be deceptive. I tried to get in touch with them they don't answer my mail. My grow room is *** so the *** doesn't help me. I read their return policy they want me to pay shipping. Not right. Thank you ***********

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2022/06/30) */ Hi *****, Sorry about the confusion with our marketing material vs. packaging of the ******. The latest version of our ****** has higher light output than before. At around 2,100 µMoles/s the light should be able to cover an area of 5' x 5' for flower, similar to the coverage of an HPS 1000W fixture. 5' x 5' Square Feet is equivalent to 2.32 Square Meters. So your PPFD intensity on average over a 5' x 5' (reflective walls recommended if using only one light) should be over *** ************ which is appropriate for flower. We recommend a distance of 36" from the top of the plants, minimum. The packaging may still say 4' x 4' bloom coverage but that's because we have not updated the packaging design yet. Sorry again about this. I'll make sure we update as soon as possible. If for any reason you do want to return the light, we have no problem taking it back and issuing you a full refund. We normally ask customer to pay the return shipping but in your case I have authorized my front office to send you a free shipping label so we pick up the shipping cost. Thank you for supporting our products. Consumer Response /* (3000, 7, 2022/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to here that I have the new version. Business Response /* (4000, 9, 2022/07/12) */ Hi *****, you purchased a refurbished unit at a discount so most likely it's the older model ******* The offer still stands for us to take back the light and issue you a full refund and pay for the shipping. Or, if you would like to pay for the difference, we can upgrade you to the latest model ******* We're here to help if you want to reach out. ******************************** or XXX-XXX-XXXX. Thank you, - ****** Consumer Response /* (4200, 11, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) You advertise ********* an ******************

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