ComplaintsforChristmas Lights, Etc.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order online and when I was checking out, I had the option to pay more for faster delivery. I decided to pay a higher freight cost to receive my order by a specific date. However, my package was not delivered by the date advertised when I placed my order. I called the company to request a refund for the difference between what I would have paid for shipping versus the higher amount (since I ended up paying more to receive on the same day as the lesser freight option) and I was advised the dates advertised are estimates. However, this is not the case and a date was advertised, not a date range. The company refuses to refund me the difference in the shipping cost. This was a complete bait and switch situation.

  

  Business response

  12/05/2023

  We apologize for the disappointing experience the customer has had with the delivery of their order. The estimated delivery dates given on our website are the dates given to us by the carriers. We always use the word estimated for delivery dates because the carriers do not guarantee the delivery dates, they are simply estimates. **** has an on-time delivery rate of 93% so unfortunately there will be some customers who receive packages later than expected. We have taken steps on our end to mitigate this as much as possible. We will offer to refund the customer the $12.50 difference in the shipping rates. Even though the package arrived later than expected it arrived 2-3 days earlier than the economy shipping option. We do not bait and switch customers. We do business honestly and ethically.

  Customer response

  12/05/2023

   
  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

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a christmas tree and I tryed to take it back but they said I had it for over 5 weeks (in a box) I did set it up when they told me I could not take it back. We used it 3.5 weeks all the ruber bands are broken this tree cost $400. We have done other business with this company with buying our lights. We were happy with the lights

  

  Business response

  12/29/2022

  I have researched the customer's orders.  The customer also chatted us about this tree on 11/28 asking about a tree she purchased from us on 10/3.  We have no records of a tree being purchased by her on 10/3.  The customer did purchase 4 light show trees on 2 different orders on 11//22 and the customer returned all four of those trees and has been refunded for them. The refund was processed on 12/8.  If the customer can provide the order number for the tree they purchased on 10/3 then we can revisit the return.

   

   

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a bunch of lights from this company on 11/25 in the am. Approximately 30 minutes later I called to cancel. My wife explained to me they were the wrong lights. The lights were not to ship for 6 days from the order date. We were told you couldnt cancel the order. That it would ship and then we could return.We shipped the product back within days of receiving it. Upon the return we received $1576.58 of the $1857.40 that I paid. I contacted them for the rest. They said that there is a 10% restock fee plus no credit for original shipping. Further, they said you can only cancel within 5 minutes of the order being placed. I am seeking a credit on the full amount. I should not be penalized for your system limitations or whatever the reason is you could not accept my call 30 min after the order. The order was 2222108.Thanks.

  

  Business response

  12/28/2022

  As stated on our website, customers have 5 minutes to contact us to cancel the order. As stated by the customer they contacted us 30 minutes after the order was placed.  Our return policy, which is also stated on our website, says that the customer is responsible for shipping both ways.  That means we do not refund original shipping and the customer is responsible for return shipping.  We did not actually charge this customer the a 10% restocking fee, we provided return labels to the customer at a cost of $10 per label which is cheaper for the customer.  The refund was done correctly.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased incandescent Christmas lights from this merchant, order #******* for $171.99.I received them and assembled them to test the lights, and four lights immediately blew out because apparently you can't string more than two sections together. Four lights were also dead on arrival. The lights also got too hot to handle very quickly, which I found frightening. Because of the missing 8 lights, I bought separately a box of 25 loose lights, order #*******. I talked to a store rep about returning them and he suggested buying LED lights, which did not have the same risks. I did that, purchasing the same number of LED lights. I requested a return label for the original order. When the loose lights arrived, I requested a return label for those without even opening the box. I took both orders to *** at the same time, but they had different tracking numbers.The store says it has a lenient return policy but I am still waiting for the refund for the original order #*******. I contacted the company on 1/12/22 and used the chat. Transcript attached. I received a refund only for order #*******. I contacted them again on 2/7/22. Each time I got a runaround and the reps were very rude. Apparently according to their records, they issued TWO return labels for #******* and none for order #*******. Then they claimed I never returned order #*******. In the first chat I managed to wrangle a refund for the box of loose lights but I never got a refund for the bigger order. In the 2/7 chat, the rep again claimed I had not returned the order but issued two partial refunds, one for the strings and one for half the lights, each about $30. This is far less than the original amount I spent, $171.99.I am attaching a transcript of the first chat, a screenshot of the credit card charge from the purchase and the proof of delivery on 12/18/21 of the returns.The company doesn't provide itemized receipts so it's hard to track what they refunded except thru bank stmts.

  

  Business response

  02/14/2022

  I have refunded the remainder of  order 1947721.

   

  Customer response

  02/14/2022

   
  Complaint: 16740497
  
  I am rejecting this response because:

  The company only issued a partial refund for Order #******* although they claim to have issued a full refund.

  The company made three refunds in the amounts of 

  -$35.43
  -$41.37
  -$30.72

  See screen shot of credit card statement.

  See pdf of original order:  the returned items cost $36.00, $53.00 and $63.96.

  The company only issued a partial refund.  Also, it is not possible to tell what they were refunding since the amounts refunded don't match the original purchase (the receipt for which I downloaded from the company site so I know they have an accurate record of Order #*******) and there are no accompanying itemized statements.
  
  Sincerely,
  
  *********************************

  

  Business response

  02/22/2022

  We have credited back ***** this morning. 

  Customer response

  03/17/2022

   
  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,
  
  *********************************

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order number: ******* and Order Number: ******* were returned to Christmas Lights, etc received a partial refund credit on 1/4/22- contacted the company multiple times for full refund of order # *******- I have sent photos showing all items in the shipping box with both order return slips. after initial response that refund would be made after order was checked in at warehouse- still no refund. I have make multiple attempts to contact the company- with not even the courtesy of reply.

  

  Business response

  02/03/2022

  The customer has been refunded for her returns on both orders. By sending both orders in one box it made it more work to find both orders to refund. The returns have now been refunded.

  Customer response

  02/03/2022

   
  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,
  
  ****************************

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had 2 orders with this company that I paid additional shipping to have earlier than normal delivery. Both times the order arrived later than what I paid for. I contacted on line chat as well as called and was told that due to heavy volume they can't guarantee it will be there> If that is the case how are they allowed to charge additional shipping? It is fraud.

  

  Business response

  12/13/2021

  During holiday season all carrier admit to delays due to high volume of packages they have to deliver. When a cart is created we put a disclosure stating that there could be delays in delivery, "Please Note: ChristmasLightsEtc and our shipping partners are doing our best under difficult circumstances to deliver your order quickly and safely. It is possible that some shipments may experience unforeseen delays. We appreciate your understanding and patience." This makes the customer fully aware of the chance of delays in delivery and they are able to make the decision on whether or not they want to proceed.  We do put estimated delivery dates on our deliveries but they are just estimates. The customer did contact us via Livechat and proceeded to use profanity toward our employees as well as myself. I have a copy of the chat I can send if needed. Because of that disclosure we do not refund the shipping per policy

  Customer response

  12/13/2021

   
  Complaint: 16350911
  
  I am rejecting this response because: The consumer does not have a contract with the delivery company, the seller does and when a seller puts this is the price for shipping and you will get it in "X" amount of days, that's when the consumer should get it. Especially if a buyer is paying an additional charge for expedited delivery. I am tired of people and companies always blaming someone else. I may have to file another complaint and will if needed but with this same company I made an order , **** minutes later I tried to cancel the order. It gave me a list of choices why I wanted to cancel the order. Coincidently the exact same reasons in the exact same order as Amazon, this company clearly stole this from Amazon. I went through every reason an after every one it was the  same answer "this order can not be cancelled", yet another sign of fraud. Why can't you cancel the order? Because, this company likes to ***** the consumer with a BS re-stocking fee. There was no way my order was even completed on their end and my credit card company said they couldn't stop it until it was completed and it was shown as "pending". 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered from this company on 11/15, and selected "order pickup" instead of delivery. I received an order confirmation, and pickup confirmation via email the same day 11/15. My husband attempted to pick up the order today, 12/1, and was very rudely told that the order had been cancelled because we hadn't picked it up in 7 days. Neither the website, nor order confirmation, nor pickup instructions indicated that they order has to be picked up in 7 days. I tried to call the company, but they only have voicemail available - cannot connect to a representative. I "chatted" online with the company, and they acknowledged that they cancelled the order and that the product we ordered is now sold out. They also indicated that I would need to wait ***** for a refund. The company is insisting that it is my error for not picking up the order, but they cannot show me any notification. They attempted to call me the week of Thanksgiving, but I was out of town and did not receive the message. In my opinion, they took my money, cancelled my order, sold it to someone else, and are holding onto my money.I cannot reach anyone live, and am not confident that a refund will be processed. Additionally, I'll never get the product since it is now sold out.

  

  Business response

  12/08/2021

  The customer was refunded the day she used LiveChat to contact us.  The refund was for the full amount of the order and refunded on 12/1/21

*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. ↩