ComplaintsforSuper Bright LEDs Inc.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an LED controller from them. The first one dies within 24 hours of first use. They offered a replacement, which I waited several months for. That replacement unit then also died within a short time. They would not let me return the item for a refund becuase I was now outside thier return window. Keep in mind, they caused the delay with the backorder which pushed me outside the window. This is the second time one of their controllers has died. Bottom line is they are selling cheap Chinese junk, and clearly dont do the right thing. I hope the 30 dollar controller was worth losing a customer! Sad part is they dont care!

  

  Business response

  06/18/2024

  Hello,

  In response to BBB complaint ID: ******** in the name of *********************, our records show the following.

  2 Credits issued: 12/12/2023 in the amount of ****** via Credit number crdn-***** and 6/2/2024 in the amount of ****** via crdn-15453. 

  Of note, the credit of $****** is the result of a dispute filed by ************* with his credit card company and paid by Super Bright LEDs. As of this response, any money potentially owed has been credited. 

   

   

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I only give a 1 due to I cannot give a zero. The item was damaged in shipment. UPS stated that we refused the product. It wasn't attempted to be delivered. I call company and tell them what is going on. They state to me that they can see UPS has the package and is returning it to them. Yet, they refuse to reship or refund until they get it back. That is bad faith business. They verified that I do not have it and it's being returned by shipper. Also, they will not refund shipping cost.

  

  Business response

  12/15/2023

  In response to this complaint, our Call Center Administrative Specialist has in fact issued a full refund as per customer request. Customer has been contacted and is aware as of this writting.

  The request made by customer during inital contact was not escalated correctly and full refund should have been completed upon full contact.

   

   

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted Super Bright LEDS to check which bulb was correct for my vehicle. I was sold headlight bulbs that customer service said was compatible with my vehicle. When I installed the new headlight bulbs, they would not turn on. They were either the incorrect bulbs or defective. I returned the headlight bulbs and the company failed to refund my shipping costs, even though they were the ones that recommended the bulbs. I do not think it's fair for me to take a loss based off what they told me would work for the vehicle. I would have never bought the headlight bulbs if they told me it might not work. I have reached out to them explaining the situation multiple times but they refuse to refund the shipping costs. Horrible customer service that won't accept responsibility for their mistake, while making me pay for it.

  

  Business response

  01/11/2023

  A refund in the amount of $11.15 was submitted on 1/10/2023. This will cover the shipping costs paid by customer- in full. This was a result of direct contact with customer.

  Customer response

  01/12/2023

  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. I have received the refund for the shipping. Its too bad people have to resort to a BBB complaint for them to take responsibility for their mistake. Many others have experienced the same and had to either file a BBB complaint for credit card dispute.
  
  Sincerely,
  
  CP

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a few items on 11/28/22 and I'm still waiting on the products 5 weeks later. I've reached out to their customer service 4 times and I've been told that the products will arrive on December 10th the first time, then December 15th the second time, then December 27th the third and December 30th the fourth. Contacted them today and was told that it will be here "Today" but it hasn't moved from the last place since December 10th. Their customer service has been absolutely no help. I just want my products or a full refund.

  

  Business response

  01/17/2023

  Our policy is to wait 30 business days to consider an order "lost". There has been no movement since 12/10 for this customoer.  We did re-ship order to customer on 1/11.  Current tracking shows *** has had the package as of 1/13. Per tracking number, the shipment is in Texas and in-route to the **** branch for final delivery. This was at no charge to customer.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered $4500 of LED lights for a construction project in August of 2022. Due to the scheduling of this project, electricians were not able to install these lights until December of 2022. Upon opening the boxes, it was clear that these lights had been heavily used. The sheet metal was bent, the plastic diffusers were all cracked, there was missing paint, and one light even had scorch marks on the back. One light also had multiple handwritten markings done in sharpie. The shipping boxes were not visibly damaged. It is highly improbably that rough handling could have caused that level of damage to the housings of the lights, let alone written on them in sharpie. This model of light has since been discontinued for reasons that have not been disclosed to me. When I approached customer support, I was told that since it had been longer than 90 days, they would not accept a return. They would do a warranty replacement of these lights, however I would be responsible for the shipping costs, which would be $500-$900 depending on the carrier. It is frustrating to pay for new, quality goods, and receive defective and damaged merchandise. It is completely unacceptable to expect me to pay that much extra (let alone the cost of my electricians' time) to get the merchandise that I paid for. I would be happy to return these at no cost to myself for a cash refund, or, at minimum, a replacement with vetted, equivalent merchandise.

  

  Business response

  12/23/2022

  Hello ****,
  
  We apologize for the damage your order experienced. Unfortunately, our policy clearly states that we do not provide cash refunds or store credit outside of the designated return policies. If we would have had advanced notice of this damage we could have sent a free return label and gotten replacements or a refund. Our warranty exchange policy does cover any damage outside of our 90 day return/store credit policies. However, we do require the customer to pay to ship the damaged products back to us. We can then send out new products at no extra cost to the customer.
  
  We can see that you’ve already been in contact with our customer advocate team. They have agreed to send out new lenses for your lights at no additional cost to you, but we will not be able to refund your order due to the length of time it's been. Please make sure to check your orders once you receive them so we can have ample time to replace any damaged or wrong products.
  
  Best Regards,
  Super Bright LEDs
  
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a set of LED headlight bulbs from Superbright LEDs.com and their web site says they come with a lifetime warranty. After a few years of use, one of the lights started shining a blue color instead of the white color they are supposed to be. I contacted the customer service department and told them what the problem was. I said I waned to exchange the lights since there was a lifetime warranty. The service department approved the exchange and told me to ship the lights back to them and they would ship a new set back out to me. I shipped the lights the next day. Now, about 1 months later, they have not shipped the new lights to me. I have contacted customer support several times and they keep telling me that they are too busy to ship the new lights to me. These are the headlights for my vehicle. I just want them to honor the warranty that they state on their web site.

  

  Business response

  12/01/2022

  Hello ****,

   

  We do apologize for the delay in shipping out your warranty exchange product. We do get more busy around the holidays and it took us some extra time to get through our returns/orders. It does look like your order has been in transit and has an estimated arrival date of 12/3/22 from **** The tracking for this order is TRACKING #1Z6321E6YW94822636. Again we do apologize for the delay in shipping your order, we hope we can better serve you in the future. If you need any additional help please reach out to our customer advocate team at https://****************************/contact/form/email-us 
  
  Best,

  Super Bright LEDs

  Customer response

  12/01/2022

  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,
  
  Mark

• Initial Complaint

  11/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 10/30/22 I ordered various LED bulbs from the above mentioned company. On 10/31/22, I received an email stating that my package had shipped and was estimated to arrive by 11/3/22. As of 11/7/22, the company states that the package has been shipped, but according to USPS tracking, they never received the package. The company keeps reassuring me that the postal service will update me on my package, but they have no record of ever receiving a package. With no proof that it has ever been sent, it seems that I paid for products that the company refuses to ship. I would like the package that I paid for to be sent to me in a timely fashion as originally agreed upon. USPS TRACKING NUMBER - ********************** SUPERBRIGHTLEDs ORDER NUMBER - *********

  

  Business response

  11/15/2022

  Hello ********    We apologize for the delay you experienced in getting your order. We can see you've already contacted our customer service and got the assistance you needed. We can also see from the tracking on our second shipment that you received your order on Nov 10. We hope that all of your issues have been taken care and that you now have the products you order. Again we do apologize for the delay in getting your order to you. We look forward to providing you with a better shopping experience on your next order. If you have any more questions please continue your email chat with our customer service team. All you need to do is respond to the last customer service email you received to reopen your ticket. 

  Sincerely, 

  Super Bright LEDs

• Initial Complaint

  09/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We do installs across the country for our clients so we rely on our vendors to do their jobs correctly. SBL shipped out 105 bulbs instead of the ordered 112, there was no notification of the missing bulbs, we found out during the install on the other side of the country. Naturally our customer was upset that we could not finish the install we were hired to perform so we had to credit them the install cost along with the missing bulbs. SBL was extremely rude along with the team lead, my only 2 options were a credit for the 7 missing bulbs or them sending the 7 missing bulbs. I’m just supposed to eat the cost of the botched install because SBL can’t do their job?

  

  Business response

  09/28/2022

  Hello ********,

   

  We apologize for the mix-up in shipping out your order. As we stated before we could either send out the missing bulbs or refund you for the cost of the bulbs. From our records we can see we've already gone ahead and refunded your money for the cost of the missing bulbs. Super Bright LEDs does not cover lost labor costs or wages. In cases like this when given the opportunity to fix shipping issues we can ship out the missing items with expedited shipping to get you them as fast as possible. However since we weren't aware of the missing items until a month after delivery we weren't given the ample time to remedy the missing items. We do apologize for any inconvenience this may of caused and we will work with our customer advocates/fulfillment team to ensure they're better trained to handle issues like this. 

  Customer response

  09/28/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  The fact that your company does not reimburse lost labor charges because of your own fault shows the integrity you operate your business with. Absolutely horrible customer service.
  
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  09/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered led light that were supposed to be can bus and not hyper flash when turned on. Installed and they hyper flashed like they are not supposed to. Would like my money back $26.27 I have sent the lights back like they asked and they provided a shipping label and they have been returned.

  

  Business response

  09/06/2022

  Hello *****.

   

  We will be refunding you, $21.29, the cost of the products only as it is stated in our policy that we do not offer refunds on shipping. We offered you a refund twice within your ****** dispute, but you declined each offer and the case with ****** has been closed. After reviewing your order we found that we sent the exact products you ordered and when we received them back we tested that they are in working condition.  If you would of contacted our product support team first instead of disputing the charge on ****** they may of been able to help you solve the issue with your products or get you a faster return. You should see a refund equal to the cost of the products in your account within a few business days.

   

  Best Regards,

  Super Bright LEDs

  Customer response

  09/07/2022

  Complaint: ********
  
  I am rejecting this response because:you shorted me 4.98 lights are not can bus like I ordered they hyper flash can bus lights are not supposed to hyper flash you sent defective products and offered me less than what i paid for them so yea  rejected the offer. Im done buying your products this isn’t the first time you have sent junk lights. I will stick to other suppliers who I have not had these issues with. Terrible customer service you owe me $4.98
  
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  04/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Super Bright LEDS to enquire if they had a light that would fix my flickering issue. I was sold a light and told I wouldn't have the issue anymore. When the light was installed it still flickered. I returned the light and the company failed to refund my shipping costs. I would have never bought the light if they had not told me it might not work. All this was done on chat and Super Bright LEDS has referred to the conversation and will do nothing. Another company doing whatever they can to get money off of people even if it's not in an honest way.

  

  Business response

  05/03/2022

  Hello *****,

   

  We've looked into your issue and have contacted you in a separate email by our lead customer service rep to resolve the issue. Per the separate email we've gone ahead and refunded your original shipping costs as you requested. You should see your refunded costs in about 3-7 business days. In the future if you ever have any issues with your order please reach out to our Customer Service team directly and they will be able to help solve issues more quickly than other options. 

   

  Thank you,

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

*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. ↩