Business ProfileforLED Grow Lights Depot

This customer is upset because he ordered a light that was marked in stock on our website, but when the order was sent in for processing it turned out that it had JUST gone out of stock. We notified the customer of the out of stock status within 24 hours of him placing the order. We did not receive a response so we kept the order as a pre-order to be shipped in about 3-4 weeks. During this time, we were waiting for the customer's response asking him if he wanted to wait or switch to another light. We would have been happy to refund him as well. We did not hear back from him until 6 days later when he asked, "Why hasn't my light shipped yet? When I ordered it, it was in stock, now it says pre-order for Aug 24th. I cant wait that long." We let him know that we reached out to him letting him know that these were out of stock and on pre-order, sending him a copy of the email we sent him 6 days prior. The customer replied, "Cancel my order. That's ridiculous. Bad business. It wasn't on pre order when I ordered it..." In a follow up email, he acknowledged he HAD emailed him. Here is what he said: "Also, you emailed me July 27th yes, but you didn't indicate the light would be delayed until Aug 24th. Again, bad business. For a 600$ purchase that's unacceptable to not notify me of a stocking change for the item I ordered. I won't order from you again more than likely." This is not true since the original email that we sent to him was this: "Thanks for your order. It appears that the X420s are out of stock and on now on pre-order. There is a shipment coming in around Aug 24th. Would you like to wait until then or switch your order to another light? We apologize for the inconvenience!" The customer then called us, and we missed the call. It went to our messaging service which we use to take calls when we are busy. His next email to us read, "YOU HAVE A MESSAGING SERVICE ANSWER YOUR CALLS FROM DOWN SOUTH?! YEAH, REFUND MY MONEY IMMEDIATELY B4 I FILE A COMPLAINT WITH THE BETTER BUSINESS BUREAU AND YOUR STATE ATTORNEY GENERAL. I WILL BE POSTING A ******* VIDEO ABOUT THIS, SINCE I SEE **** THE ***** DOING THAT TO FALSE ADVERTISE ITEMS NOT IN STOCK." We then refunded him in full for the order. Here is what I wrote to the customer: "**** here. We will get this refunded for you. We drop ship this light from Kind LED. They emailed us the next morning to let us know that it just went on pre-order due to no stock. We emailed you less than 24 hours after you placed the order to let you know this. We apologize for the inconvenience!". The time from when the customer reached out to us asking for an update on his order to the time from my last email to him was 20 minutes. We understand that the out of stock light may have inconvenienced the customer, but we responded to the customer in a timely manner and refunded him ASAP. The customer took the extra length to file a complaint with BBB (I am still not sure why this was initiated.) I will also say that we called the customer during this string of emails but he didn't answer. I left a message but he did not respond. I also have word that he called Kind LED directly and **** from Kind LED spoke with him. **** reassured the customer that we have been working with Kind LED since "the beginning".

Overall, the customer was very rude and blew this situation out of proportion. We will not be doing future business with this customer.

Furthermore, we are not a scam company. We are a leading online retailer in LED lighting for home and commercial grows. We have been in business since 2014 and have helped tens of thousands of customers with their lighting and growing needs.

-****

Owner

LED Grow Lights Depot