ComplaintsforSuper Bright LEDs Inc.

• Initial Complaint

  12/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with Super Bright LEDs (SBL) via their website (their invoice no. ***************** for 10 x LED light fixtures at USD$26.95/ea, and paid an additional USD$82.10 for shipping via post, which their site recommended over UPS. The goods were apparently shipped soon enough, the next day, and I was provided with tracking information (*************). The parcel went to a staging warehouse in Chicago prior to crossing the border on the 4th of December. The USPS tracking showed the parcel was enroute to Canada, the CanadaPost tracking showed it hadn't been received yet. And then the tracking number stopped updating, with the package in limbo. After a week of no changes to the tracking number, I emailed SBL to point out there may be a problem, and they suggested that given the holiday volume I should wait a little while longer. After one more week, I emailed back and asked them to consider the parcel lost and they should re-ship. A summary of several back and forth emails is: I was told they have to wait 45 days before they can declare a parcel lost, and even then they would not replace the shipment until they submitted a claim to USPS, and then, depending on the outcome, they would decide whether or not they would replace the missing goods. That process for the claim to USPS would happen even if I reordered and repaid for the same goods instead of waiting, if the parcel still didn't show. So if they claim is somehow refused, or not for the full amount, I might not be reimbursed, and no matter what, the shipping costs would not be refunded. in short, I have paid for goods I have not received, and the company does not seem to plan on honoring my purchase. My desired resolution would be for the company to reship my order at no-cost to me, or failing that, a full refund. I have also reached out to Visa to dispute the transaction based on no receipt of the paid for goods.

  Customer response

  12/20/2021

  They have agreed to reimburse me in full, including shipping costs. They do not have enough stock on hand to fulfill the order again, and stock is backordered until May, and nothing else was suitable for my needs, so re-shipping was not an option. I am waiting to hear back from Visa re: the disputed transaction, which won't be required anymore. Thanks for your help on this. I will let you know when I actually get the refund and the file can be officially closed.
  ******* *****

  

  Business response

  12/20/2021

  Hello *******, 

   

  We want to apologize for the shipping error that has occurred with your order (***************). We understand that this is frustrating and we would like to help resolve any issues. However, due to the open dispute with VISA we will have to wait till that is closed to issue any refunds. We will have our lead customer service rep reach out to you, via your original email thread with us, to discuss the details going forward. Again we apologize for any inconvenience this has caused and we hope we can come to a solution.

   

  Thank You,

  **** ****** 

  Super Bright LEDs VP of Operations

  Customer response

  12/21/2021

  Complaint: ********
  
  I am rejecting this response because:

   

  The pending refund is a step in the right direction, and I am confident we will come to a resolution, but -

   

  After my initial request VISA has been unresponsive about starting or ending the dispute of this transaction. As per the email from SBL, until VISA confirms the dispute is cancelled, I won't receive the refund in question.

   

  Until I receive the refund, I don't consider my complaint via the BBB as resolved.

   

  So we wait.
  
  
  
  Sincerely,
  ******* *****
  

  

  Business response

  12/21/2021

  Hello *******,

   

  Thank you for the response. Just keep our customer service rep updated on your conversations with VISA. Once we have confirmation that the dispute has been ended we can start with getting you a refund.

   

  Thank you,

  **** ******

  Super Bright LEDs VP of Operations

• Initial Complaint

  12/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 boxes of LED lights in green, red and white for custom Christmas lights. When I received the lights I was sent red, green and blue, no white. The invoice inside the package even listed that white had been packed. I called customer service and they said they’d have someone call me back. I never got a call. I called again and they said they were back ordered. I told them never mind, issue a refund for the product I never got, I had to purchase elsewhere and be delayed on my project. Then I got an email that they would ship them to me when they became available. Again I had to call and tell them no, I want a refund. They said I would not be issued a refund until I returned the blue lights! I ordered white bulbs and that was on the order sheet that was sent to me, except blue bulbs were stuck in there instead. Aside from the extra errand to purchase white lights somewhere else, now I have to go to UPS to get a refund on the white bulbs that I never received. This is an extremely poor way to run a business. They have inconvenienced the customer by sending the wrong product and requiring multiple calls and inquiries trying to get it resolved, then punished the customer for not taking more time out of their day to send back a product they never asked for and don’t need. The business who made the mistake should in good faith refund the customer who was inconvenienced and then request that they return the wrong product sent to them at their convenience. I want a refund first.

  

  Business response

  12/17/2021

  Hello ****,

  
  We would like to again apologize for inconveniencing you and sending you the wrong product. However, our refund policy requires that you return the product before we can issue a refund. We can email you a UPS return label, and at no cost to you schedule a time for UPS to pick up the package at your address, and return it to us. Once we can see that UPS has the package in transit we will issue you a refund for the wrong lights. Again we apologize for any inconvenience this has caused and we hope this will resolve your issue. Please respond to ************************************** so we can send you a label and setup a pick up time for the return.
  

   

  Best Regards,

  **** ******

  VP of Operations

  
  

*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. ↩