Complaints

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:11/18/2024

  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.

  On 11/1/2024 I purchased a replacement for an O.C. White 10T9 fluorescent bulb from Interlight. I was sent a 12T9, which is not the correct bulb. The 12T9 is 2 inches larger in diameter than the 10T9. See photos.The order total was $64.77. After returning the item (Interlight provide a return shipping label as a one time courtesy) I received a refund of $53.95. Although I still am owed a refund of $10.82 for outbound shipping, this complaint is also to warn others of Interlights deceptive business practices. Had they put size/measurements or listed 12T9 as the replacement on their website, I never would have ordered. I called the company that made the original bulb (O.C. White ************). They no longer make the 10T9. A 12T9 is available for $6.72 at my local big box store. See: **************************************************************************************************************************************************************************************** For $53.95, I was expecting old stock of the correct bulb. The Interlight website is still incorrect. They still do not list either measurements or the fact that they will be substituting a 12T9 bulb.

  Customer Answer

  Date: 11/18/2024

  After reviewing my complaint online, I realized I entered the wrong amount for the initial sale price.
  I wrote, "For $53.95, I was expecting old stock of the correct bulb."  It should have said $64.77.
  Not really material to the complaint, but thought I should mention it for your records. 
  *** ******
  

  
  

  Business Response

  Date: 11/19/2024

  Good morning, ***, 

  I apologize for your experience. This is not the experience we wanted for you. Upon review, the listing clearly indicates it's a replacement bulb and is 12 inches in Diameter/size in the specifications on the item. We did give a full refund on the product and apologize the product did not work out for you. 

   

  thank you,

  Interlight Customer Service 

  Customer Answer

  Date: 11/19/2024

   I am rejecting this response because: 

  Attached is a screenshot of your specifications.  The only reference to "12" is a specification called "MOL".  I don't know what that means in the context of a light bulb and neither does Google.

  It you had simply said it was 12T9 bulb I would not be making this complaint.
  

  Business Response

  Date: 11/19/2024

  Good afternoon, ***, 

  Thank you for your reply. I understand that you may not have understood what MOL means when reviewing the listing. It is however industry verbiage. (attached *********** for review) I will go ahead and refund the shipping. 

  Again, we apologize the replacement bulb you ordered from us did not work out for you. 

  thank you,

  Interlight Customer Service 

  Customer Answer

  Date: 11/20/2024

  I am rejecting this response because:
  

  I have not yet seen a refund for the shipping charge.  This would be necessary before I close out the case.
  
  Additionally, I am asking that you do the right thing and change your website to make it crystal clear that you are selling a 12T9 bulb.
  
  Here is the definition of MOL you provided: "MOL of bulb is measured from the top of bulb to bottom of Bulb base (or bottom of pins.)  Exception is if bulb has flexible wire leads, then measurement does NOT include the length of the wires."

  Even if I concede that MOA is industry-accepted vernacular, it's really a stretch to see how that applies to a CIRCULAR fluorescent bulb. 

  Call it what it is, a 12T9 bulb. I have added a photo of the item you sent to me for reference.
  

  Business Response

  Date: 11/20/2024

  Hi ***, 

  
  We have processed the refund, it does take 3-5 days to process back to your method of payment. 

  MOL refers to overall length which would includes diameter. Our Listing clearly represents a replacement bulb. We have clearly laid out the specifications of our replacement bulb on our listing. I again apologize for your experience and that our product did not work for you. 

   

  thank you, 

  Interlight Customer Service. 

  Customer Answer

  Date: 11/21/2024

  I am rejecting this response because:

  I received the shipping refund at 9:04 PM yesterday.   ********* dispute with you is now closed.

  But we seem to be at an impasse regarding your website.  I assume BBB will eventually close this compliant without us reaching agreement.  I will not offer any further rebuttal.
  
  When others look to the BBB for information about Interlight, I want them to see the following:
  
  When I first called Interlight to report their "10T9" bulb was incorrect, the person answering said they were aware of the issue, and that it fits *some* applications. 
  
  It's my belief you won't change your website because it would be obvious that you are charging $55.83 plus shipping for a bulb that can be obtained locally for $7 to $10.
  
  Anyone researching this topic can judge for themselves by looking at both sides of this compliant.
  

• Initial Complaint

  Date:07/10/2024

  Type:Delivery 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.

  We ordered a specific light bulb for our boat. What we received was not at all the same bulbs we ordered. The company now is requiring us to pay to return the wrong item they sent us in the first place. The company also takes ZERO responsibility in this error that was their fault. I will cut/paste their response. "After further review I have confirmed with the warehouse the replacement we carry for this model was supplied. In our terms and conditions policy, it states Interlight has the right to cancel any order or to substitute an item Interlight deems to be compatible to fill an order. You understand and agree that once Interlight has accepted the order, Interlight reserves the right to mix brands to fill the order. You understand and agree that any images(s) on Interlight's website are for informational purposes only and may not reflect what item is provided by Interlight. Interlight reserves the right at any time to substitute items and/or brands at any time. Interlight may substitute items for any reason in its sole discretion including, but not limited to: in order to avoid delays for backorders, substitute discontinued items, or to maintain displayed prices. Again, Interlight will only substitute items that it believes are equivalent in function. Interlight has created a large cross-reference of part numbers that it believes are equal in use and functionality. Many items in our cross reference are discontinued, not immediately available or have been modified since their production. Interlight chooses the brand of item You will be receiving. Interlight has the right to send You the brand that Interlight has chosen, in its sole discretion, to be the appropriate substitute for the item You have purchased. If this is not compatible with your unit, you can return for a refund. Please advise how you would like to proceed. " "Interlight does not supply labels for returns. All return shipping costs are Your responsibility."

  Business Response

  Date: 07/15/2024

  Good morning, *****, 

  A review of our records indicate the correct item was sent. I apologize it was not as you expected and you were unable to use. We would be happy to send over a prepaid **** call tags to have the order returned at our cost and a full refund will be issued once the product is returned.

  Thank you, 
  

  Interlight Customer Service 

• Initial Complaint

  Date:01/12/2024

  Type:Delivery 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 12/19/2023. received 1/8/2024.The wrong battery was sent. We purchased a high-capacity battery CS-HSF240PX 3000mAh and was sent 2000mAh. The company refuses to accept responsibility for the battery and states that we have to pay return shipping. This is a product bait and switch.

  Business Response

  Date: 01/12/2024

  please contact me, *********************************** at the office number and ask to speak to me. I will ensure your shipping back to us is paid. The office number is ************

• Initial Complaint

  Date:07/12/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 a replacement rechargeable battery (INTEC ILIF-*******) for my Maglight from Interlight on 6/12/2023 (Invoice #: ********) and they sent me a INTEC ****2500C battery. The ****2500C battery does not fit in my Maglight. When I contacted Interlight about the discrepancy, they asked me to send a photo of the invoice with the battery that was sent, which I did. Interlight then told me that the battery will indeed fit, and that the ****2500C battery is not returnable or refundable. Included in the attached photo are the original INTEC ILIF-******* (blue) and the replacement INTEC ****2500C (white). In subsequent correspondence with Interlight, I emphasized that these two batteries are clearly different sizes and Interlight refused to return the battery or refund my money.

• Initial Complaint

  Date:04/28/2023

  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 ordered two shirts in early March 2023 and when I received them I needed a bigger size so I would like to return them and have the bigger size shirts sent to me and I will pay any expenses.

  Business Response

  Date: 05/16/2023

  Hello Better Business Bureau , We have received your request. One of our support specialists will contact you regarding your order Thanks, 

• Initial Complaint

  Date:09/19/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 bulb projector on August 17, My order was lost in the mail or wasnt sent out for delivery! I chatted with interlight 6 times to gather information regarding my order! The rep started chatting and stop responding! I decided to call the office and same response put on hold and never come back to the phone! I finally received the bulb and bulb didnt work! I return the bulb now I was told to dispute my refund with my bank instead of refunding my card!

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought an expensive replacement lamp for a scientific instrument as a spare. The previous lamp was from the same company and had the same product number. After several months the lamp in the machine failed and I tried to install the new one, but it didn't fit. It is an incorrect part, but there is no way to know that until installing in the machine (which means disassembling the machine), as it looked OK. The company refuses to replace it with the correct part, or give a refund. The product is unused and in the original packing. They say the return period is exceeded, although their web page (https://www.interlightus.com/) says nothing about time limit for returns. They also say the return period is specified in packing sheet. However the packing sheet is in the box with the lamp and the product was not unpacked until needed, and even then, one has to read the details carefully. Who buys a spare light bulb and puts in the lamp socket right away to see if it works - especially if it's a light that needs to be disassembled in order to get to the bulb?

• Initial Complaint

  Date:05/13/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 first had a delivery issue with this company. Now I did get my package but I did not get the correct item. I Ordered an OTTLITE 22W MAGNIFIER CRANE LAMP JMG00L from this company and received a Kirkas brand 24w magnifying lamp. The picture and description on the website and the item got is not the same. This lamp is a piece of junk and it the invoice says it is a nonrefundable item. The website did not indicate that the item was not refundable. They hung up on me twice when I told them I wanted a refund. I want my money back.

  Business Response

  Date: 05/16/2022

  Hello,

  The customer previously called our company and said that they did not receive the item.  This appears to be some kind of attempt at a scam.  They did not mention this novel problem about receiving the wrong item.  Instead, they stated that they did not receive the item.  They opened a credit card dispute.  But, once we provided evidence of the delivery by the freight company, they have apparently changed their tune.  If they are amenable to withdrawing their credit card dispute and immediately send back their item, we would be willing to refund them.

  Customer Answer

  Date: 05/17/2022

   I am rejecting this response because: I do not have a credit card dispute open on this order. I cannot meet their requirement, because it is not have a dispute. This is not a scam. When I called I had not received the item at that time. Once I opened the item I became aware "of this novel idea" that they sent the wrong item. I did not know this at the time of my phone call. I would like a refund without a requirement to end a dispute that does not exist.