Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased multipe LED bulbs for a vehicle and after several months, they have ****** dimmed to the point of being barely visible.. I contated customer service, who advised me that the lights have a lifetime warranty, but she refused to to anything further to assist with the clearly faulty bulbs.. I provided the part numbers to "*****" and she just ended up hanging up the phone on me.Initial Complaint
10/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Sylvania automotive headlight bulb with a 12 month warranty. Purchase date of 12/14/21. The product failed ( Stopped illuminating ) on 10/05/22. Spoke to Sylvania customer support by phone and was sent the following email:Hello ******, Thank you for your inquiry, and I'm sorry for the inconvenience. Our lamps are warrantied for 12 months from the date of purchase. I will be happy to process a refund per your request.First, please email a copy of your receipt to verify your purchase from an authorized retailer. We will also ask you kindly send in the bulbs and copy of the receipt to the below address:Osram Sylvania ********************** ************************************************************************ You do not have to send the items back via any special way, just a padded envelope and via the post office is fine. Once received I will initiate the refund of your full purchase price including any tax, and you should receive a check in the mail in about **** weeks. Please note, we do not reimburse for packaging materials or shipping costs.Very ********************* ****************************** This is absurd. It's completely obvious that Sylvania put this practice into place to deter loyal consumers from requesting and following through with a refund request / complaint. After shipping cost and materials expenses are incurred the so called refund wouldn't be worth the price of the headlight bulb originally purchased! Completely unprofessional, unethical, and irresponsible on the part of Osram Sylvania. Honestly, I do not expect a positive response from Sylvania but I hope other potential consumers who read this will consider purchasing a competitor's product vs these really cheap bulbs and experiencing the same negative response and disgust I have been subjected to, from such a well known brand and corporation! ***************** Not where I come from!! Buyer Beware!!Disgruntled Customer,***************************Customer response
10/23/2022
I have not heard from the business in response to my complaint.
Business response
11/07/2022
In order for a refund to be issued to a consumer, we must have proof of purchase to validate that our product was purchased from an authorized retailer, as well as confirm the purchase date. Unfortunately, on both occasions when this consumer reached out to our customer service team, no proof of purchase was provided so we were unable to move forward with a refund. If a proof of purchase is available, I would be happy to get the refund process started. If it is no longer available, we would be happy to send a good-faith free of charge replacement. Please feel free to call ************** and ask for *******.Customer response
11/09/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
As Stated in my original communication with Osram Sylvania I absolutely do have my original proof of purchase (Receipt from ********* However, also as stated after, the responsibility to purchase return materials and pay return postage the refund would be so minimal it would not cover the original purchase price of their defective product, not to mention the inconvenience on the part of the consumer. I will be more than happy to send a photo copy of the receipt in question to any email or link provided to me. I absolutely do not want a replacement with another Sylvania product. Totally out of the question! I can be reached at the Gmail address associated with this complaint or reply via the BBB resolution message center with the information required to insure they receive my proof of purchase!
Regards,
***************************
Business response
11/16/2022
Ive reviewed our records and found that ****************** has contacted us on two separate occasions, October 10th and October 18th. Our communications with ****************** are attached here for your reference.
As noted on our website (https://www.sylvania-automotive.com/warranty-information.html), our 12 month warranty is for product replacement with proof of purchase; however, we will honor refund requests with the return of the product along with a copy of the receipt as proof of purchase.
In our most recent communication with ******************, we offered him free replacement product with just a copy of his receipt. To date, we havent received his receipt or an address that his replacement can be mailed to. If and when he provides that information, we will gladly send him replacement product under our 100% satisfaction guarantee.
Please let me know if any additional action is needed on our part.
Best Regards,
***************************;Customer response
11/25/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
10/31/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
My wife ordered a projector lamp replacement some 10 days ago on October 21st from OSRAM, and the online receipt said it would be delivered on October 27th. When it did not arrive on that day, my wife checked the status of the product, which showed that they had not even shipped it yet! So my wife, ***********************, contacted their customer service about when to expect delivery -- twice -- and they have flatly ignored the requests. Can you help get this settled? Thank you, ***************************.Customer response
11/13/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I and my wife never got a response by the business in reference to complaint #********. However, they did FINALLY ship the item and it arrived today 11-13-21. I installed it and it works as it should -- but they were very sloppy with the entire process, and it took over three weeks to get the darned bulb (ordered 10-21-21 and they promised it would be delivered on Wednesday, 10-27-21). I now consider my complaint resolved and closed but still do not like the customer DIS-service.
Thank you for your efforts on this matter,
***************************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.