ComplaintsforOttLite Technologies, Inc.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I Ordered 3 replacement bulbs for an *** lamp after speaking to ******** at OttLite *****,Fla . Purchase was rec on 2/13/24 and returned on 2/14/24 to Att: Ottlite Returns, ****** Industries, ************************** RMA #*******, ********,** *****. Via Fed Ex. Tracking #************. Scheduled delivery 2/15/2024. This info was mailed to ********************************* per Jennifers instructions. On 3/15/24 I spoke to ******** again, regarding my request for a credit. She verified my return information and indicated she and ***** are the only two people working the globe but she would give info to ***** and I would see my credit reflected on my account in 24 hours. On 3/21/24 I sent another email to ***** at 12:20 pm CST and have yet to receive a reply. Since that time I have made several attempts to call and the recorder says Ottlite is experiencing technical difficulties so send an email. I have documentation on all my correspondence and ***** receipts if I need to pursue this matter further. Thank you

  Business response

  04/01/2024

  Hi, 

  Customer ************************* has been reimbursed for the order, please see attached refund screenshot for refund processed.  

  Regards, 

  ***************************

  Customer response

  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.
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 19, 2023 I ordered directly from OttLite a floor lamp. Before it arrived my 95yo legally blind mother stated she did not want it, so I contacted customer service for a return. Following the return directions sent it back via **** with tracking on Dec. 5 and it was received by OttLite on Dec. 20. I have yet to receive a credit on my credit card and do not have the tracking number. OttLite states without a tracking number there is nothing they can do.

  Business response

  02/28/2024

  Hi, 

  We requested customer to provide tracking number for the product that was returned to us but have not received a response from Mrs. ****** yet.   The request was sent on January 30th and awaiting response.  Once we receive this information we can proceed with refund. 

  Please see attached copy of correspondence sent to her. 

  Thank you 

  ***************************

  Customer response

  02/29/2024

   
  Complaint: 21329837
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Lamp broke during warrantly period. Seller's replacement process is unecessarily burdensome, costly, and unreasonable.

  Business response

  10/05/2023

  Hi, 

  OttLite has been in communication with *************************** in a timely manner. 

  We informed him that our product has a two-year warranty. Warranty coverage requires a copy of the receipt or proof of purchase and a warranty fee of $9.90 will apply to customers within the contiguous US. Please note that for customers outside of the **, additional shipping and duty fees may apply. 

  **************** was unable to provide the proof of purchase, however we honor the warranty as a courtesy even though there was no proof of purchase.  We require to have product sent back to us but we provided two choices, either return the non-working lamp or cut the cord of the lamp and provide us with a picture of the disabled cord.  He refused to do either one and also said that he would pay for the $9.90 warranty fee. 

  We provided him with our warranty card and the link to the warranty information in our website.  *********************************************** so he could see OttLite's policy.

  Every company has policies that need to be followed and we are just following them.  We have tried to work with **************** but he just refused to provide what we are requesting. 

  We are offering to replace the lamp but either the non-working product has to be return or image of cut cord provided and the $9.90 for shipping charges needs to be collected. 

  I can also forward copy of all the communication with **************** showing that OttLite was doing everything possible to provide a good customer service, 

  Best regards, 

  ***************************

  Customer response

  10/10/2023

   
  Complaint: 20634796
  
  I am rejecting this response because: The lamp is alrady broken. There is no need to break it  further. Ottlite is required to honor their original obligation and provide a functioning lamp. They no not have a valid legal right to add additional conditions to the warranty that were not presnted at the time of purchase. 
  
  Sincerely,
  
  ***********************

  Business response

  10/16/2023

  Good morning, 

  We have been trying to work with customer and trying to accommodate the issue he is having.  Below please find instructions how to submit a claim.   The instructions are also provided on our website ***********************************************

   

  Need to Submit a Warranty Claim?
  To start, please call our **************** team at ************** or send us a message.  

  Warranty coverage requires a copy of the receipt or proof of purchase, even if a warranty card has been submitted.

  Our **************** team will pre-approve and assign Return Merchandise Authorization (RMA) number for all warranty claims.  (RMA # ****)

  
  Warranty claims within 90 days from the date of purchase are handled at no cost to the customer. After 90 days all shipping costs for sending OttLite the warrantied products must be covered by the customer.

  The assigned RMA number must be clearly printed on the package. We highly suggest that all packages sent to us for warranty repair are insured and have a tracking number. 

  
  Please note that if a new lamp is required, a warranty fee of $9.90 will apply to customers within the contiguous US. Please note that for customers outside of the **, additional shipping and duty fees may apply. 

  Thank you, 
  

  ***************************

   

  Customer response

  10/19/2023

   
  Complaint: 20634796
  
  I am rejecting this response because: There is no reason for me to pay anyhting at all because Ottlite has not honored their orginal obligation to provide a functioning light. In essence, they are asking me to pay a second time to receive a functioning lamp. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased an OttLite Desk lamp about a year ago. Batch no/Lot No: KC7440 (F1D83BR9-SHPR) 01/2021 It has 4 brightness settings. The highest brightness setting has started to flicker. I contacted support and their approach was that "maybe it is not getting enough electricity." and suggested sending me a new adapter for $9.90. I told them to send one and there was no response. In fact, other than the initial two contacts there has been no response to my emails. So I called them and got the same service **** ******* This time she said it is not designed to be plugged into a power surge suppressor. This makes less sense that the first suggestion, but I tried it and the light flickers just as much. I have asked for a feedback form and got only silence. i have asked to be connected with someone in tech support who had more knowledge about the product and again only silence. At this point I am either going to have to fix it myself or scrap it. It shocks the conscience that a company would offer a product and give this kind of support, which is no support.

  Business response

  12/14/2022

  Hi, 

  Order for a replacement adapter was processed, we will be waiving the shipping cost of $9.90  Customer will receive the adapter within **** working days.   

  Thank you, 

  ***************************

   

  Customer response

  12/15/2022

   
  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.
  
  Sincerely,
  
  *****************************

  Customer response

  12/29/2022

   
  Complaint: 18573130
  
  I am rejecting this response because:
  

  The BBB has sent my complaint to the wrong business. The complaint should be sent to OttLite Technologies. This is a continuation of Complaint ID: ********. On 12/15/22 I accepted Ott Lite's resolution of sending a replacement adapter. I accepted the promise but the action did not happen. If the action was taken then I will withdraw the complaint, but if it was not taken I would like to know because I need a desklamp at my desk and I have delayed replacing the Ott Lite in the hopes the adapter was coming.

  
  Sincerely,
  
  *****************************

  Customer response

  01/19/2023

   
  Complaint: 18573130
  
  I am rejecting this response because:

  Through the BBB process this company offered a resolution to the complaint by offering to send a replacement part.  That offer has never happened nor have they responded to the follow up complaint filed with the BBB.
  
  Sincerely,
  
  *****************************

  Business response

  01/19/2023

  Hello, 

  We have previously sent a replacement adapter.  However, we were unable to track as it was ship via regular mail.   We are not shipping adapter via ***** 2 day delivery and the tracking number is 950102805075.  He should receive the adapter no later than Monday. 

  Please see image of package. 

  Thank you and we apologize for the inconvenience. 

  Regards,

  ************************;
  

  Customer response

  01/19/2023

   
  Complaint: 18573130
  
  I am rejecting this response because:
  

  I will not accept or reject the resolution until it arrives.  As an officer of the court, I can attest to the fact that no such adapter was received via **** as claimed.  I cannot attest to the truth of it being sent.
  Sincerely,
  
  *****************************

  Customer response

  01/19/2023

   
  Complaint: 18573130
  
  I am rejecting this response because:

  I will not accept or reject the resolution until it arrives.  As an officer of the court, I can attest to the fact that no such adapter was received via **** as claimed.  I cannot attest to the truth of it being sent.
  
  Sincerely,
  
  *****************************

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