Complaints

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• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair 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.

  On 10/25/2024 around 9p.m. pacific standard time, i placed an order for 6 lightbulbs. Upon recieving items a few days later, i then learned they were incorrect due to customer error. I immideately reached out via phone, and came to the realization the number is simply a front or a line required but not actually answered. I then reached out via email, and heard back about 1 day later. They understood and said there would be a 10% restocking fee of item, which i was okay with. However, upon going to and confirming pricing for shipping the same originally purchased box back to seller, i discovered the most affordable rate was OVER half the original purchase cost of item, and on top of that they still would be taking their 10% charge. Bringing the total at my "cheapest shipper option" to about $121 plus the 10% the company will be keeping to a whopping $141. Original purchase $209. The shipper provided reciept states they payed about $20, as the consumer i am not being charged $20 as they the company are. After multiple attempts at resolving the issue, including a prepaid label for the original item, the company refuses to assisst in correcting this issue. By not providing the prepaid label they are deliberitally banking on the consumer simply giving up on attempts to return items because of the associated costs. However if the company only has to pay $20 for shipping my item, it is not unreasonable for them to provide said label for consumer near or at the same rate, inorder to fully make reasonable attempts to ensure the option of "returns".

  Business Response

  Date: 11/14/2024

  As the customer said, he placed an order on October 25th. This order was processed on 10/28, the next business day, and shipped on 10/29. On 10/30 we received his request to return the order (that request is attached). We issued a standard RMA, as the items shipped and received were the items ordered, and the mistake in ordering the wrong shape was made by the customer. Our standard return policy can be found here: ****************************************************

  At that time, the customer began to respond with a series of emails asking about the shipping costs to return the products, which can be quite high because these are large light bulbs that require protective packaging to be shipped intact. That email conversation is also attached. Our company sales **** followed our standard operating procedures at all times.

  It appears that the customer filed this ******************** complaint shortly after sending the last message in that email chain.

  The refund this customer would be entitled to upon receipt of the returned goods would be approximately $156 plus sales tax, as the shipping cost of $19.89 collected at checkout is non-refundable.

  Business Response

  Date: 11/20/2024

  As the customer said, he placed an order on October 25th. This order was processed on 10/28, the next business day, and shipped on 10/29. On 10/30 we received his request to return the order (that request is attached). We issued a standard RMA, as the items shipped and received were the items ordered, and the mistake in ordering the wrong shape was made by the customer. Our standard return policy can be found here: ****************************************************

  At that time, the customer began to respond with a series of emails asking about the shipping costs to return the products, which can be quite high because these are large light bulbs that require protective packaging to be shipped intact. That email conversation is also attached. Our company sales **** followed our standard operating procedures at all times.

  It appears that the customer filed this ******************** complaint shortly after sending the last message in that email chain.

  The refund this customer would be entitled to upon receipt of the returned goods would be approximately $156 plus sales tax, as the shipping cost of $19.89 collected at checkout is non-refundable.

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22503009
  
  I am rejecting this response because: nothing you stated helps the customer in the return process. I am here to make certain future consumers understand your predjudice practices in ensuring returns are impossible. Again, as the business states, there shipping cost did not hit $20 but the consumer has to pay upwards of nearly $200 $150+ for shipping? This business knows exactly what it is doing by not offering prepaid labels deducted from the "refund" once refund is issued. All i am asking for is a pre-paid label to ensure items are returned properly, but again this business denies this option to ensure customers can not return items at a certain price point, this example here being one of them. Prejudicial Bussiness practices against the consumer is something i never encountered before until now. I wish to understand why in these instances the business is unable to provide these labels? Answer: because they are ensuring returns are unreasonable due to high shipping costs put onto the consumer vs. The low shipping rates they recieve in comparison. It is obvious nothing will come of this, so if there are any other steps to take please inform this consumer because these practices have got to be s******* over more than just myself.
  
  Sincerely,
  
  **** *******