ComplaintsforOneuplighting, LLC
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Complaint Details
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Initial Complaint
08/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased the underbody neon kit for my car on August 19th 2023. The kit stopped communicating at the beginning of July this year 2024. I contacted the customer service and went back and forth for a month with them only offering me to buy a new kit at half off since they updated their app and it would not work with my previous kit. This kit was not even a year old yet. BUYERS BEWARE you get what you pay for!!!Business response
08/09/2024
Hi *****,
We're very sorry for the frustration that this situation has caused you. Unfortunately, like with all technology, we have to update products and apps from time to time, and sometimes that makes older versions/products incompatible. We understand that this can be frustrating which is why we offered you 50% off the new kit which actually comes out to about the same price as purchasing the replacement strips (which is what would be needed even if we didnt upgrade the app). We would like to make this right with you, but unfortunately, 50% off is the best we can do.
Initial Complaint
06/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 2/18 I made a purchase of $45.34 to oneuplighting and my packaged was sent back due to insufficient address I contacted them to let them know. I was told that once the team inspects the packaged I would receive a refund its been a month since my package was return and when I contact I get the same responseBusiness response
09/14/2023
Hi there,
Thanks for checking out our response. We hope that our reply and the evidence we've sent will help you make a fair decision. Both our system and the courier are telling us that the item's been dropped off. I've attached two screenshots showing the package's successful delivery. We haven't got any RTS (return to sender) notification, and the carrier's website doesn't mention anything either. Chances are someone snagged the package after it was delivered, and unfortunately, we can't do much about that. We hope you get where we're coming from.
Kind regards,
Oneuplighting
Initial Complaint
06/12/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered halo headlights for my car on May 27, 2023. I received an email saying they will arrive soon. They have never arrived as of today. I paid $208.16. If they are not going to send my order I want my money refunded. My code is ******. This is all they gave me. They did not give me an order number. I did ask for one. Thanks.Initial Complaint
05/31/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Dear Better Business Bureau,I am writing to file a formal complaint against ******************* regarding their refusal to accept a return and their inadequate handling of faulty products. I believe my experience with the company warrants your attention and intervention.I purchased a product from *******************. Immediately after making the purchase, I realized that I needed to cancel the order due to it being wrong. I contacted their service team within minutes of placing the order and requested a cancellation. However, I was met with resistance, and they flatly refused to process the cancellation, stating that it was against their policy.Additionally, to my disappointment, the product I received was faulty and malfunctioned within 60 days of purchase. I promptly contacted *******************'s customer service department to seek assistance and request a replacement. However, I was informed that the product was only covered under warranty for the first 60 days, and I would need to purchase an extended one-year warranty to be eligible for a replacement. This was not adequately disclosed at the time of purchase, leaving me with a defective product and no recourse for resolution.Given the circumstances, I request your assistance in resolving this matter. I believe I am entitled to a full refund from ******************* due to their refusal to accept the return of the product and the fact that it became faulty within a short period of time. I have attached copies of all relevant documentation, including the purchase receipt, communication records, and any supporting evidence.I have attempted to resolve this issue directly with ******************* through multiple emails and phone calls, but their response has been unsatisfactory.Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution. Please do not hesitate to contact me if you require any additional information or documentation.Sincerely,*****************************Initial Complaint
05/11/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The grill light i ordered first of all came with no instructions. After emailing them they said they don't have them and wanted me to go to a professional installaler. Now lights quit responding all together and they won't respond.Initial Complaint
04/17/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On their website they had this product listed as the "Highest quality LED light in the automotive industry". It was priced at $241 which is higher than 80% of all other sets of these lights. The way that it was advertised i thought this woukd be a really good durable quality light that would stand up to the elements on a 4x4 vehicle.When the product arrived i immediatly noticed that this was the exact same kit sold on amazon for $65.I installed the product and it did not work. I am an ASE certified mechanic and spent a number of years in the custom 4x4. When i first contacted the company and informed them that hey the product is not working they insinuated that i didnt install it properly even tgough the product came with zero instructions. They had me do all these troubleshooting test and film everything and send it back to them via their instagram profile. I complied with all there requests wasting countless hours running the same tests over and over and filming them each time with the same result. The product is defective. This went on for a week.After a week of getting the run around and doing various tests i said hey i think we can agree this product is defective and lets send me a replacment and i can send this one in and you can test it all you want. They said they could not replace it until i had gone through a review board and could not provide me with how long that would take. On their websiten itbsats under their refund policy that within 30 days a refund are accepted. I was within the 30 days and could see where this was going so i requested a refund. They said they could not give me a refund because the product was "used". So they will not replace defective item or refund my money for the item. That is fraud and false advertising.I am requesting a full refund. I have all the original packaging and this product is not used. They asked to see a video of it on the vehicle then say they cant refund because its on the vehicle.Initial Complaint
02/02/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased what I thought was whole headlights. I realized 14 hours after placing the order that they were not whole headlights, they were sticky strips to go around the headlight. I emailed One Up Lighting with in 24 hours of placing my order asking how I can cancel the order. I was told I could not, they stated it had already shipped out. So the package arrived and I did not even open it. I contacted them asking how I can return the item, I was told I could not that their policy states they only do returns for certain reasons and mine was not one. After many emails and lots of headaches, I was given a courtesy return, but not a full refund. According to their policys on their website, it states that you are eligible for a return if you cancel within 24 hours, I tried to cancel within 14 hours. They seemed to always overlook this part of their policy.Initial Complaint
01/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On December 6, 2022, my girl friend placed an order with oneuplighting. Order *****. She read over the refund policy as this was a gift for myself for Christmas. Before I had a chance to install the lights, I wrecked my truck and totalled it out. We contacted oneuplighting about a possible refund on December 11, 2022. ******************************* responded to our dilemma. He stated that they could only take a return if there was damage to the lights during shipping or possible light failure., This is not stated in the refund/return policy anywhere online. He was not concerned one bit with trying to help the customer. All he is after is your money. I just wanted a refund back for an unused/ unopened item.Initial Complaint
12/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Company scams people with false product statements and does not follow their own return policy.Initial Complaint
10/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased an item from this company (light up SRT badge) on 9/8/22 and received it on 9/12/22. I installed it and had a bit of trouble getting it working but finally got it. All was well until it rained one day and the item wasnt working. I reached out, by email, and never got a response. I reached out again on 9/28/22 and got a response from someone on their team. From there I was advised to go through a series of steps to troubleshoot. Over the course of 2 weeks, Id done everything theyve asked including sending them videos showing everything was wired properly and settings were correct. One of the steps they recommended worked (10/6/22) kind of fixed the issue. Half of the logo lit up and half didnt like it was shorted out. I advised them that it was 1/2 resolved and I was told to make ANOTHER video. I made another video of them asking the exact same thing just for them to tell me theyre going to submit a ticket. A few days go by and ** told to wire it directly to the battery, which it is and has showed in every video I sent them. Then was told to wire one of the wires to the negative terminal on the battery and it doesnt have a negative terminal on the battery. After exhausting all options, they told me they cannot issue refund or replacement since its outside the 30 day window, even though I had been in contact with them 2 weeks after purchase and they constantly had me jumping through hoops to troubleshoot. This company should not be rewarded with business for unfair customer service. All I wanted was for a faulty product to be replaced.Business response
09/23/2023
Hi there,
After conducting a thorough review of the case, we can confirm that we communicated our intention to provide a replacement for the customer's item. However, it's worth noting that the customer expressed a preference for a refund, as indicated in the BBB reports, despite our efforts to process a replacement. We have also uploaded a screenshot of our conversation to substantiate this.
To clarify, our inability to issue a refund is primarily because the kit has already been used. This policy is in alignment with our clearly stated return policy, which explicitly states that we can only accept returns for products that are in unused condition. Given the circumstances in this particular case, where the kit has been used, we are regrettably unable to accommodate a refund request.Sincerely,
Oneuplighting
Customer response
09/25/2023
Complaint: 18305628
I am rejecting this response because:I reached out to this company regarding issues in September of 2022. I asked for a replacement at that time and was completely given the run around until I was outside of their return or replacement window. They then offered a replacement in February of 2023 when I no longer owned the vehicle and would be of no use to me. This response is completely unacceptable.
Regards,
***********************
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Customer Complaints Summary
19 total complaints in the last 3 years.
4 complaints closed in the last 12 months.