Complaints

This profile includes complaints for Led Factory Mart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Led Factory Mart

  1477 E Cedar St Ste E Ontario, CA 91761-8330

• 

  Led Factory Mart

  477 E Cedar, Unit E, Ontario, CA 91761

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased online 6 Pcs Front Mesh Grille inserts for a 2024 **** bronco truck on March ********************************************************************************************* a email of payment and item confirmation. There's no way to contact LED factory other online store but get want a tracking number which they never gave. It's been weeks and nothing sent in mail!

  Business Response

  Date: 04/02/2025

  Dear ***** ********,
  
  Thank you for reaching out, and we sincerely apologize for the confusion and delay in communication regarding your order. We understand your frustration, and we appreciate your patience while we looked into this for you.
  
  Were glad to confirm that your order for the 6 Pcs Front Mesh Grille Inserts (2024 **** Bronco) was successfully processed and shipped via **** . 
  
  Tracking #: 9400136208326311659177
  For more shipping details, please check the link here?**************************************************************************************
  Estimated Delivery: April 2, 2025
  
  If the package hasnt arrived by the scheduled delivery date or if you encounter any issues upon receipt, please let us know immediately so we can assist. For future orders, youre welcome to contact us directly at ********************************** for faster support.
  
  We truly value your business and appreciate your understanding. Thank you for giving us the opportunity to make this right.

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased items from this company. One item shipped several days late, so I contacted them, and the other item had a quality issue so would be shipped later. It shipped about a week later directly from *****. Both arrived on Dec 27. We will start with it all, the grill was missing screws to the letters, the raptor harness was missing the positive ground wire, and the harness is to short. I was able to install the grill though, but the lights wont be able to be used. Then the scoop, the bolts they provided either do not fit or the scoop clips were not designed for the bolts. I have sent daily emails since Dec 30th asking for a return and refund. I have started the return process which says ***** hours, and there has been no response. I have called the 800 customer service number numerous times each day and left voicemails. The only contact I can make is with a *****, who emails approx 11 pm at night, one email a day, and he wont address my concerns , and tells me to watch the installation videos. He is the original person who responded about my late shipped package. I have started a dispute to this issue with my credit card, for the amount of the one item I can not even install, but I also want the other items to work as they say they do on their page. I have asked for a refund for the item that does not work, and the item has been boxed up and ready to be shipped back. I am asking for assistance with this company since they will not respond.Thank you , *********

  Business Response

  Date: 01/06/2025

  Dear *********,
  
  Thank you for your detailed feedback, and I sincerely apologize for the issues you've encountered with your recent purchase and the difficulties reaching us. We understand how frustrating this situation must be, and we are here to resolve it as quickly as possible.
  
  Regarding your return request: We have already initiated the return process for your items. As per our return policy, we offer a 30-day return period, so you are well within the time frame for returning the products. We are committed to ensuring you receive a proper resolution.
  
  For the Grill, we will be happy to assist you further with the missing screws and any other issues. Please provide us with the details on the missing parts, and we will send them to you as soon as possible.
  
  For the Scoop, we understand that the bolts and clips do not fit as expected. We will ensure that we take care of this for you and can send the correct parts if necessary or arrange for the return.
  
  Regarding the customer service response, we apologize for any delay in our communication. Weve had a high volume of inquiries recently, and we are working hard to address each case as quickly as possible. Well make sure to prioritize your case to get it resolved.
  
  I also want to mention that our customer service phone line may have been difficult to reach due to technical issues, and were working to improve this. We greatly appreciate your understanding and patience while we handle your situation.
  
  Please let us know if you need any additional assistance with the return process or if you would prefer to proceed with the refund.
  
  Thank you again for bringing this to our attention, and we appreciate your cooperation.

  Customer Answer

  Date: 01/08/2025

  I absolutely will not accept or agree to this.  I received one email from them a day, and their emails are nothing remotely close to this resolution.  The hood scoop as of two days ago, was I need to send it back at my expense because their system can not produce a label from another warehouse. They ordered it from *****, not me. Today, now they told me I do not have to ship it back, but there is no refund?

  The other portion, they never even would answer, then as of two days ago, they are telling me to ship the entire grill back, which means I would have to disassemble my vehicle, leaving me without a grill. this was confirmed via email last night, that they wanted the grill back. They have never once offered to send me any part for the grill or lights, or scoop for that matter.  Being the first batch of scoops were bad, I dont want a replacement.  I want a return label for the scoop, provided by them, and a full refund for the defective item.  I want a full working harness, including a harness that is long enough with the connections.  If that can not be done, I would like a refund label for the lights as well. I dont  want this closed until my refunds are processed, and I have operational items. I will let the screws go, since the grill and letters were installed, 

  This company is all of the place with email responses , and lack of communication via the phone line during their operating hours. I honestly do not trust this companies  response to the complaint. Question is, why is their email so different to you than what they are telling me to do?

  *********

  Business Response

  Date: 01/14/2025

  Hi ********* ****,
   
  We sincerely apologize for any confusion and inconvenience caused. Unfortunately, the bank is unable to provide us with pictures as requested. Initially, we mentioned that once you provided pictures confirming which parts were missing, we would immediately arrange to send replacements. However, we haven't received the requested images from you.
   
  We understand that youve now expressed a preference to return the items for a refund, which is why weve started the return process. Please rest assured, our priority is to resolve this issue to your satisfaction as quickly as possible.
   
  To clarify:
   
  For the Hood Scoop: If you no longer want it, we can process a refund for you today, and there's no need to return the Hood Scoop.
  For the Grill: Both the grille and the letters are now fully pasted on. Attached, youll find the picture sent by our warehouse showing the version. If the grille light and its harness are missing, we will gladly send those to you right away.
   
  We are committed to resolving this matter as swiftly as possible and appreciate your patience. Please let us know how you would like to proceed.

  Customer Answer

  Date: 01/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* ****
  
   
  

• Initial Complaint

  Date:09/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back on August 24, 2024 I ordered a set of lights for my truck. They arived August 30, 2024. I discovered that they would work, but could not function the way I need them to so I filed a return request with the company and they are not making it a simple return. They reached out to me to send them a video to show what the problem is. I never installed them. I was trying to figure the wiring but I can't have them on at all times unless I hard wire them which I do not want to do on my brand new truck. I'm not drilling holes and altering the dash to install an additional switch. So I decided to just return them. There is no video to make and I told them this and got no response. Long story short, I still have these **** lights on September 29, 2024

  Business Response

  Date: 10/01/2024

  Hi ****** *********,
  
  We wanted to follow up on your return request for the lights you ordered on August 24, 2024. As mentioned in our previous email, weve agreed to accept the return and have already provided you with the return address, but we havent received a response yet.
  
  Please rest assured that we are here to support you through this process and want to make your return as smooth as possible. If theres any confusion or if you need further assistance, dont hesitate to reach out to us at *********************************** Were committed to resolving this for you quickly and ensuring your satisfaction.
  
  Once again, thank you for your patience, and we look forward to hearing from you soon to finalize the return.

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered lights for my vehicle. I followed the instructions for returning the lights after they did not fit my vehicle. The continually email me claiming my refund is on the way. My most recent communication from them was June 28th when they said their account was being settled at the end of the month and my refund would be issued the following Monday. I still have no refund. I called today and was told they only handle refunds via email. This company is fraudulently retaining funds that they continually promise will be refunded but they actually have no intention of issuing. I have emails going back to early May. They made me jump through several hoops (including sending them a photo of the item I purchased before they'd give me the return address). I will be filing a complaint with the ****************************************** They should be shut down.

  Business Response

  Date: 07/19/2024

  Dear *********************************,
  
  We sincerely apologize for the inconvenience and frustration you have experienced regarding your refund. It is clear from your emails and phone calls that this situation has been mishandled on our end, and we are truly sorry for the oversight.
  
  We understand how upsetting this must be, especially after following all the necessary steps for the return process. We are pleased to inform you that your refund has now been processed. Please check the attachment.
  
  Additionally, we will review our internal processes to prevent such issues from happening in the future.
  
  Again, we deeply regret the inconvenience this has caused you and appreciate your patience. If you have any further questions or need additional assistance, please do not hesitate to contact us directly.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 4/21/2021 Amount: $202.60 LED Factory Mart committed to provide RGB Lights that are controlled by an app on my phone.The nature of the dispute is as follows: The app that controlled the headlights I bought was updated. Now I can't control my lights anymore. I reported this issue to LED Factory Mart and they said that I would have to buy new lights. They did not try to help in anyway other than to offer me a 15% coupon toward the purchase of new lights. I, along with thousands of other people will literally have to buy a new set of headlights that cost $259.69. They never offered to simply provide a link to an app that would control the same headlights. I feel that this is a scam and is a very shameful business practice. They update an app and all of the sudden, THOUSANDS of people are forced to spend over $250.00 simply because an app was "updated". THIS IS WRONG and should be considered FRAUD!!!

  Business Response

  Date: 07/03/2024

  Dear ******************************,
  
  Thank you for bringing this to our attention. We deeply regret the inconvenience and frustration you have experienced with the recent app update that has affected your ability to control your RGB headlights.
  
  We understand how important it is for our products to work seamlessly and meet your expectations. We apologize for any inconvenience caused by this issue and for not providing a satisfactory solution initially. Your feedback is valuable to us, and we are committed to resolving this matter.
  
  Our customer service staff has contacted you again via email to resolve your issue promptly. We are committed to finding a solution that addresses your concerns and restores your satisfaction with our products.
  
  We appreciate your patience and understanding as we work to resolve this issue. Please rest assured that we take your feedback seriously and are dedicated to providing you with a satisfactory resolution.
  
  Thank you for your continued support.

• Initial Complaint

  Date:05/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased mirror turn signal lamps for my 22 F150 in December of 2023. They worked for only 3 months when the driver side stopped working. Shortly after the passenger side stopped. I removed them and contacted LED Factory Marts customer service email and they asked for a video of the issue. Since I removed the lights from the vehicle I could not provide the video and explained they no longer worked and a video would be of them off. LED Factory Mart denied my replacement request. They hide behind email and only reply when the USA is sleeping to continue to delay in hopes of you giving up which I did on another issue with the same lights. This business has very poor product quality and very poor customer service. Buyer beware!

  Business Response

  Date: 05/06/2024

  Dear *************************,
  
  We've reviewed your email regarding the issue with the mirror turn signal lamps you purchased. 
  As per our warranty policy, we offer a comprehensive two-year warranty to ensure your satisfaction. 
  
  To expedite the warranty process, we kindly ask for your assistance in providing evidence of any product quality concerns, such as photos or videos. This helps us better understand the issue and provide prompt assistance. 
  You can find more details about our warranty service on our website: *************************************************************
  
  We apologize for any inconvenience this may cause and appreciate your understanding and cooperation.

  Customer Answer

  Date: 05/06/2024

   I am rejecting this response because:
  I have paid a company to install them originally then have that same company troubleshoot their installation to find out it was the product that was defective. Instead of paying the same company again to have them reinstall the lamps then pay them again to have the removed and reinstall the original lamps, i had them do it at the troubleshooting time. I have spent enough money over these lights. In fact I would rather ship them back and get a full refund. I am done wasting my time on these poor quality lights.
  
  

  Business Response

  Date: 05/14/2024

  Dear *************************,
  
  Thank you for reaching out to us with your concerns. 
  
  We would like to remind you of our two-year warranty policy. Once we can confirm the issue through a video, we are more than ready to arrange a replacement for you. Unfortunately, without this visual confirmation, it's challenging for us to pinpoint the exact nature of the problem.
  
  We also want to clarify our 30-day return policy. Since your purchase was made on December 5, 2023, it falls outside this window, and we are unable to offer a refund. However, we are committed to resolving the issue under the warranty terms.
  
  Understanding that reinstalling the light can be cumbersome, could you possibly perform a quick test using an electrical tester or a battery? This would greatly help us in understanding the issue more clearly. For your convenience, we've attached a tutorial video demonstrating how to conduct the test.
  
  Please rest assured, we are dedicated to solving this problem as quickly as possible and ensuring your satisfaction. Your patience and cooperation are greatly appreciated, and we're here to support you every step of the way.

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There seems to be a common thread here. I placed an order about a month ago. When I received my order I saw that it wouldnt fit my bike. Their website says you can return an order within three months. The company refuses to refund my money or allow me to return my order. If they are not going to allow for returns they need to specify that initially instead of hiding behind a fake three month return policy. This company has been dishonest and lied to their customers.

  Business Response

  Date: 04/23/2024

  Hi *************************,
  
  We sincerely apologize for any inconvenience you've experienced with your recent purchase. We understand your concerns, and we're here to help make things right.
  
  Based on our records, it seems you've requested a return for a refund due to the product not meeting your expectations. We appreciate your feedback and want to ensure a smooth return process for you.
  
  To assist you further, please use the following return address:
  *********************
  **************************************************
  Phone number: **********
  
  Once you've shipped the item back, please provide us with the tracking number. This will allow us to monitor the return and expedite your refund as soon as we receive the item.
  
  Again, we apologize for any inconvenience this may have caused, and we appreciate your understanding and patience as we work to resolve this matter to your satisfaction.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us. We're committed to ensuring your complete satisfaction with your shopping experience.

• Initial Complaint

  Date:03/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/7/24 $70 Had issues trying to get a refund on replacement LED lights for my car. The company asks for multiple videos even after you send them proof of their product not working. Very poor customer service. I can already see theyve had poor reviews before. Do not waste your time and hard earned money on this company.

  Business Response

  Date: 03/13/2024

  Dear *********************************,
  
  We apologize for any inconvenience caused. 
  Rest assured, we're here to support you every step of the way in resolving your issue. Please be at ease knowing our lamps come with a two-year warranty. Should you encounter any quality issues within this period, a replacement will be promptly arranged for you. 
  
  We've made attempts to reach out via email to actively address this matter and will proceed with sending a replacement once the issue is confirmed. 
  
  Your satisfaction is our top priority, and we're committed to ensuring a smooth resolution.

  Customer Answer

  Date: 03/13/2024

   I am rejecting this response because:
  
  Ive already asked for a refund for this product and will gladly send it back to them under their 3 month no charge delivery policy. *** stated to them I do not wish to have the item replaced regardless of 2 year warranty I just want a refund back and do not wish to do business with this company again for the hassle. 

  Business Response

  Date: 04/03/2024

  Hi *********************************,

  
  Apologies for any inconvenience caused during your shopping experience. 
  A refund has been promptly arranged for you. 
  We appreciate your valuable feedback and will strive to enhance our customer service. 
  Thank you for your understanding.

  Customer Answer

  Date: 04/03/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a product from this company that had misleading information. After I received the product, I contacted the company, wanting to return it. I returned the product on January 27th. I received an email stating that my refund was in progress, and I have not received any refunds yet.

  Business Response

  Date: 03/12/2024

  Hi *********************************,

  Thank you for your feedback.
  We have refunded for you.
  The refunds will be credited to your account within 3-5 working days.

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some LED light for my Jeep Wrangler. I did not realize that I ordered the wrong size. I ordered a 7inch but needed a 9 inch. As soon as I got them, I emailed the company as instructed to get return information. I spoke with someone that told me would have to pass my info to someone else and to expect an email with return info. Needless to say. I have emailed and called about 5 or more times and spoken to several people with the same story, wait on an email for return info. I have yet to receive one and of course the window for returns has closed. I did not want a refund, I simply wanted to exchange them for the correct size.

  Business Response

  Date: 03/04/2024

  Hi *****************************,
  Thank you for reaching out. 
  To assist you promptly, could you share your order number, email, or the name used for the order? This information will help us quickly locate your details. Rest assured, we're committed to resolving your issue swiftly.