ComplaintsforBrite Lite Tribe LLC
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Complaint Details
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Initial Complaint
01/30/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I was shipped a sign that was damaged on delivery, which was not a full neon sign as not all letters were illuminated and in the dark they were not able to be viewed unless the light was lit from the front. Asked for a refund and the company eventually stopped returning emails after trying to have me send in the sign and pay an additional $2800 for a sign that would have all letters illuminated. Very disappointed with the communication and transparency of this company. They also paid so little attention they consistently replied to my emails addressing me as the wrong name.Business response
03/04/2024
The custom sign was broken in transit by ****** This customer was communicated to with the correct name and email in a timely manner. See email thread attached. We offered this customer a refund and we went above and and beyond our all sales are final policy. Each sign is handcrafted and custom made. However, they chose not to proceed and then complained they did not like the custom sign that they approved. The approval of the custom artwork as well is included and all of the statements made by them is incorrest and everything was addressed in writing in the email thread. This customer never reached out in anyway beyond these emails to our team that gave them options that they ignored and then filed this complaint to try to bully to do what they would like. This person also addressed not using their proper name which is in the back up - yet BBB does not allow you to reveal identity -This person was deliberate in their act.
We remain committed to providing excellent service, premium product and support to all our customers.If you have any further questions or require clarification on this matter, please do not hesitate to reach out to us. We are here to assist you in any way we can.Initial Complaint
09/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered a custom neon sign from a company called Brite Lite on 19 August 2022. The sign I ordered was seven letters long ("awesome") and I ordered it in the size small. The website includes a way to model your proposed sign (the word, font, and color of the neon) and the small size was projected to be approximately 7-9" high and 24" long (for a six letter sign; mine was seven letters). I received the sign on 4 September. The sign I received was 49" long and 6" tall. I emailed the company because I assumed that they incorrectly made a large sized sign, rather than the small that I ordered. After several emails back and forth, a representative from Brite Lite told me that I had chosen one of their larger fonts and that they would do nothing to provide me what I had ordered. Please note that the font I chose (rad) appears as one of the smallest when you model potential signs on their website. I told them that either they had made a mistake (and I would appreciate them sending me the sign I had ordered) or their advertising was misleading to the point of being false. Even the large sign is advertised as being approximately 30" long. What I received was more than double what I expected and I live in a small townhouse. I have no use for a four-foot neon sign and would never have ordered this if I knew what I was going to receive. I would appreciate receiving the sign I ordered (approximately 24" long) but if that is not possible, I would like to receive a refund. I have the sign in its original packaging and can send it back to the company. I provided a screen shot of what was previewed on the company's website as well as photos of what I actually received for reference. You'll see that what I thought I ordered was not at all what I received.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.