ComplaintsforLight Spectrum Enterprises Inc

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a light bulb and it stopped working. Reached out directly to the OEM and all he did was play games with emails telling me he shipped me a bulb and never did. Kept saying he shipped the correct thing. Very poor customer service, does not honor warranty and highly unethical practices. I would like a refund

  Business response

  07/06/2023

  The replacement was shipped to the customer as promised on 7/3/23 and was delivered on 7/6/23

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

  www.usps.com

  Thank you

  Customer response

  07/09/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **********************
  

• Initial Complaint

  09/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order #****** 05/09/22 ***********  $26.00 USD Qty: 2 $52.00 USD Subtotal: $52.00 USD Shipping: $9.49 USD Tax: $3.12 USD Grand Total: $64.61 USD Payment method: Braintree (******)Shipping method: **** for $9.49 USD I've used their product for several years with NO problem. All of my purchases of the same product have been though ****** except for the last purchase which was through Light Spectrum's own website. My last purchase was in May 2022. Bought (2) replacement UV bulbs used for an important well water filtration unit. These are the exact same bulbs I've been buying in previous years through their ****** store. BOTH bulbs proved to be DEFECTIVE. The first would NOT lamp. It only strobed intermittently. I reported this to LSE and they immediately replaced BOTH bulbs. Thank you LSE !The second bulb worked as it should, BUT only lasted for (350) hours before burning out. Now I've installed the THIRD bulb and it ONLY lasted around (350) hours. THREE bad bulbs in a row... I'm not happy. These bulbs are required to purified our well water. In 10 years of using this water filter, I have NEVER had a bulb burn out until now. I replace these bulbs every year. LSE warrants this bulb for 1 year/ 9,000 hrs. I wrote to LSE expressing my disappointment and supplied photos of the bulb that burned out showing how the filaments had vaporized. This condition could be the result of a gas leaking bulb. I had the ballast tested to rule out it as a cause of these failures. NO problem was found. It should be noted that this filter ballast unit has always been surge protected. We have been using one of the OLD bulbs that was replaced several years ago and it works fine and has NOT burned out. This shows that the ballast is working as it should and that this new batch of bulbs could be defective. I have tried to contact LSE using email, using their website contact form, and by calling and leaving messages a total of 6 times and have NOT received any return contact.

  Business response

  10/12/2022

  Hello, we are shipping you 2 brand new bulbs today.  We manufacture UV lamps for leading OEM names and etc, there are no issues with our products. In-proper installation and handling of the products once it reaches you can cause the lamp to fault out earlier and etc, we always recommend hiring a professional to install the lamps in your air/water sterilization systems.

  Thank you

  Customer response

  10/21/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have already received the replacement lamps.

  My main reason for filing a complaint was because of the business not responding to correspondence made using their website tool, personal email, and phone call messages left with them.

  Thank you BBB for facilitating this result !
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My husband ordered bulbs from Light Spectrum twice in the past month. He specifically requested the same item twice (***- ******-***). The first time, he thought he made the mistake and didn't look back at his order to check and then ordered it again. But in each instance, they sent us the incorrect bulbs. I have reached out in the businesses preferred method to return the items twice and no response as to how to return. I want my money back (approx. $54 for each order), but they only offer store credit. With this rule, I worry I will never get a response and when I do get a response my only solution is to order again from them, and they will ship the incorrect item.

  Business response

  06/27/2022

  Refund of $54 per each order has been issued.

  Customer response

  06/30/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  05/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 1 UV water disinfecting light tube 17" the end of March. On 04/04/2022 $38.49 was paid to Light Spectrum from me, according to my bank statement. We received a 14" tube. We are in our 80's and not good with computers so I've called many,many times and left several messages. 2 months and no response! I would like to return this 14" tube and get a refund of my $38.49. Thank you for any help you can give us. (On SS and really can't afford to lose this $) Don't know anything about uploads.

  Business response

  05/26/2022

  The customer clearly in fact did purchase a 14" product - here is the link to the product page, clearly shows 14" lamp

  https://lightexports.com/second-wind-****-equivalent-uv-lamp-for-**************************

  Refund has been issued to the customer
  

  Customer response

  05/26/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  does the company want this tube back?

• Initial Complaint

  02/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I Purchased a replacement bulb *** ***** 4 pin from you for my Florida condo. The order number is **************. Cost $41.18 Last month, I was able to finally go to my condo to install the bulb. Unfortunately, the bulb in the package was not what was ordered. I noted that I had received a ********* WITH a Collar. Although the bulb is similar, a bulb with a collar will not fit the unit. I have emailed the company 4 times and tried to call 3 times with NO response from the company. This conduct is unacceptable and violates fair and honest trade. Please contact the company on my behalf: LSE, *****************************************Southampton, PA **********, **************

  Business response

  02/18/2022

  The customer made a purchase on 6/30/2020.  Our warranty on all of our products and all UV lamps we carry is 1 year or 9,000hrs, which ever comes first.

  Today is 2/18/2022 - almost 1 year and 8month since the purchase of this $31.55 order.  Unfortunately, due to our company policy the return window has passed nearly 1 year ago. The customer did purchase a product on **** and has to proceed with **** channel to open a dispute and etc, not thru BBB.

  Thank you

  Light Spectrum Enterprises Inc
  

• Initial Complaint

  10/31/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 26, 2021, I placed an order for two (2) *** ********* ********* **** Exhaust Fan lights, with shipping the total cost was $33.47. These lights are hard to find. On October 2, 2021, I sent an email to customer service as directed on their website in the refund/return section, asking for someone to contact me about the order and stated that the wrong product was shipped. On October 3rd, I received a message back stating simply "It was shipped". I responded again saying the wrong ones were shipped, and asked about how to get the wrong ones back to them and have the correct ones shipped. I received a message back on October 10 asking: "which ones did you need?". A copy of my order was attached to the email trail the whole time, so I find it frustrating that they don't do their job and look at the order, so I responded that if you look at the order placed, the number of the ones I ordered were listed on the order and that the order was attached to the email. I asked when I could expect the correct ones would be shipped. Their response on October 25th was "what are they?". So rather than looking at the attachment, they decided to waste more time. I copied a picture of the order into the next email response saying I ordered two of these and that this back and forth was absurd. On October 30th when I still had not heard back from them, I send another email asking if they shipped the correct ones. Their response on October 31 was: "These are good ones, they do work." The cheaper lights that they shipped are a different size and they do not fit into my lights, otherwise I would not be going back and forth and would have ordered the cheaper ones to begin with. I want the lights I ordered, and it's now over a month that I have had to wait, wasting time going back and forth with someone who can't be bothered to do their job. I will not pay any additional shipping as this was not my error.

  Business response

  11/01/2021

  To whom it may concern,

  Full refund has been issued to the customer for this order today on November 1st of 2021.  Customer is not required to ship anything back.  It is unknown why a customer opened a BBB case for this matter, when the refund was already issued prior in AM of 11/1/2021.

  Thank you
  

  Customer response

  11/01/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: my complaint was made prior to the company issuing the refund, contrary to what they said in their response.  I will gladly accept the refund and will not contact the company again according to their request, but only if the refund goes through.
  
  Regards,
  
  ***************************
  

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