ComplaintsforLights.com

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Placed a pre-order for a light on 5/31 and received a notification that it was going to be another month before it was delivered. The options on the website say that when a delay occurs you may wait or cancel your order. Not wanting to wait, I followed the instructions to cancel my order. I have had emails back and forth for the last month and continue to be told that my order is being refunded but no resolution has taken place. I have attached all of the email communication that I've had with the company.

  Customer response

  07/18/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 lights on 6/30/2024. The lights were received on 7/3/2024. I reached out to the company via e-mail on 7/4/2024 to let them know I would need to return all items; none of the lights have been installed. On 7/9/2024, I called the company and was told that they are upgrading their computer system and was unable to issue me a return label. They shared they hoped this would be completed by 7/12/2024. I have yet to receive the return label. In this day and age, computer upgrades take a week? According to the BBB, this same excuse was made to another customer on 4/2024. I want to return the items and should not have to wait a week to return and items delaying my refund, which from reviews is another issue.

  Business response

  08/05/2024

  Hi there,

  
  Thank you for reaching out to us. We apologize for the delay with the return labels. Unfortunately, our migration to a new web server took longer than expected, which affected our processes.
  We have created the return labels for your order, and the items were returned to us via ***** Tracking #************. Our records show that we received the items back at our warehouse on 7/23/24. As per our return policy, the items must go through an inspection, and refunds are processed within 30 days after the items are inspected.
  

  When our accounting team attempted to process your refund, we were unable to do so because you had opened a dispute for the transaction before the 30-day period had concluded. Unfortunately, this has placed a lock on the transaction while the investigation is ongoing.
  

  We are happy to submit the refund once the dispute is resolved. We hope this clarifies the situation.
  

  Thank you for your patience and understanding. Have a great day!

  Customer response

  08/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company is know trying to make an agreement with me that if I cancel my credit card dispute they will refund my money. I have this conversation in an email. This is unethical, just refund my money.  The 30 day point to refund my money will be coming soon, however the company allows for 45 days because they played games for 14 days stalling  by not allowing me to return the items  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business response

  08/26/2024

  Thank you for your response. As we mentioned earlier, we are unable to process a refund for this transactionnot because we are unwilling, but because it is not possible at this time. The transaction is currently locked due to an ongoing investigation, which prevents us from taking any action related to the order.

  
  We must wait until the dispute is resolved by the financial institution. They will either keep the credit on your card or deduct the amount, depending on the outcome of the case. However, if you choose to close the dispute, we can then process the transaction. Otherwise, we must wait until the financial institution reaches a final decision.
  

  We appreciate your understanding and patience. Have a great day!

   

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two sets of the same lights (Item#: LC005214), from lights.com on 9/4/23. I opened and use one set of lights. Firstly, the item construction was not as described on the webpage which states it is stainless steel construction. Majority of the item is plastic including the main portion of the light. Secondly, the item did not function as described either, and after troubleshooting according to instructions (and I thoroughly tested these suggestions), I contacted customer support for a refund on 10/29/23 via their live chat system. I informed them that this is outside of their return policy window, however their product was not as advertised and asked to return the unopened/new and resalable condition second set of lights that I did not use. I was assured via customer service that a return could be initiated and I was emailed a return label and RMA on 10/29/23. Lights.com received my return according to *** tracking on 11/6/23. I allowed 30 days according to their business website for the return to post on my statement. However, after 30 days I reached out again to inquire on the status of my return. **************** representatives informed me they will forward to their accounting office. However, after SEVERAL follow up attempts (on 12/22/23, 1/13/24, 2/3/24) they have still not issued a return. Because I allowed the company in good faith and professionalism to process a partial refund during this time, I am now outside of the window to report a claim with my credit card (over 60 days). I have documentation of several of these email conversations as well as a screenshot of the return of the product via *** tracking. I only wish to receive a refund for the item that I returned. I attest that my statements above are factual and objective. From a subjective standpoint, I feel this company has been dishonest; their scam is to falsely claim that their accounting department will assist, but has no intention to issue any refunds. Order# *******. RMA #*****.

  Business response

  04/26/2024

  Hi *******!

  
  Thanks for reaching out. I hope this message finds you well.

  I am writing to inform you that your refund has been approved. After reviewing your case, we understand the inconvenience caused by the delay, and we sincerely apologize for any frustration this may have caused.
  

  We encountered unexpected issues with our updating system and underwent a transition in our warehouse, which regrettably resulted in delays in processing refunds. Please accept our sincerest apologies for any inconvenience this may have caused you.
  

  Rest assured, your refund has been processed, and you can expect to see the funds returned to your account shortly. To express our apologies for the inconvenience, we would like to offer you a discount code for your next purchase. Please find the code below: *******
  

  This code will provide you with a 20% discount on your next purchase as a token of our appreciation for your understanding and patience during this time.
  If you have any further questions or concerns, please don't hesitate to reach out to our customer support team, and we will be more than happy to assist you.
  

  Thank you for your patience and understanding in this matter. We truly appreciate your continued support.
  

  Best regards,

  *******

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  *** lost my patience with this and am extremely concerned seeing others have filed similar complaints. I have been waiting to be refunded $66.20 Im due since December 2023 - almost 2 months! I continue to get the runaround from their customer care team. Just refund me already so we can all move on. Ticket reference #*****.

  Customer response

  03/01/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Lights.com has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I returned a light, which they received 11/3. I was told they would issue a refund within 30 days. I have followed up by email and phone at least four times since then. Each time they say they will ask their accounting department to issue the refund, but it still has not happened.

  Customer response

  02/11/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Lights.com has been resolved.

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order (#*******) on 09/02/2023 in the amount of $76.80. I returned a portion of that order which were received by the company on 09/14/2023. I have been trying to get my money refunded to my original payment method. I sent numerous emails and left several phone messages. The only response I have gotten to one of my emails was that my refund was approved on 11/08/2023 to my credit card. To this date the refund has not shown up on my bank statement. I cannot get a satisfactory answer or response when I asked why I have not seen my refund in my bank account by now. This company is extremely unprofessional and uncaring with its customer concerns. I have no other way to get a live person to talk me about the situation.

  Customer response

  11/20/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction = 4/7/2023 Amount of money paid = $147.85 Business to provide = refund of purchase price minus original shipping charges + 15% restocking fee within 30 business days of item's arrival back at Lights.com Nature of dispute = almost 6 months later and still no refund provided despite item being returned in new condition and in original packaging Lights.com continues to respond to my email, but only if I initiate communication. Reponses always say they will reach out to the financial department and get back to me, but no one gets back to me and no refund has been provided.I have all of the emails that I have sent and have received and can provide those if they are wanted/needed.Your return confirmation number is [*****]. Your Order Number is [*******]. Ticket Reference #: *****

  Customer response

  11/19/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Lights.com regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased light fixture at lights.com on 8/1. It was delivered on 8/9. Contractor realized it would not work and returned fixture in original packaging on 8/15. It had never been removed from packaging. It arrived at their warehouse on 8/17 - signed for my ****. I have contacted them multiple times to get the refund. They acknowledge that it was received - but almost 2 mos later - still no refund.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  5/28/23 Purchased 2 ******** Pharmacy lights charged to my Credit card. I was informed the delivery would be on 8/15. ************* and was informed they had to cancel my order and would refund my credit card in 3 to 5 days. After numerous emails and promises to refund me..I have nothing. It is now 9/1/23. I would like my refund.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ticket Reference #: ***** Return confirmation number is [*****]. Order Number is [1754123]Two items returned. Proof:Both signed for by **** on Wednesday, June 21 at 9:49 A.M. at Inside ************ ****************** ****************** I've chased the company many times, including 7/3, 7/10, 7/16, etc. (I have the emails.). Each time I am told it is with the credit **** and they will action soon. I have yet to receive my refund, despite calls and emails - and the company assuring me it is being credited. Desired resolution is a simple refund ($322.26 to the credit card used for the transaction) that they promised I would have (according to an email from ************************* ********* on June 19th).

  Business response

  08/03/2023

  We are terribly  sorry the issues and delays with processing your return refund. We were in the middle of migrating systems and it affected our processes. We have confirmed that the refund has been processed and confirmed by the receiving bank. Please contact us with any questions. This is not the experience that we want for our customers and we sincerely apologize. 

*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. ↩