ComplaintsforCree Lighting
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Complaint Details
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Initial Complaint
03/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I purchased 2 sets of A19-75W-P1-50K-E26-U1-************* bulbs (24 total) from Amazon, once on May 8th 2021 ( Order # ***-9419742-1621855 ) and another on August 18th 2022 ( Order # ***-6142877-4416245 ) directly from the "Cree Lighting" storefront. On 7/18/2023 I reached out to Cree Lighting via a form which was published on their website about a bulb that had went out. I received a response via email from [email protected] an email exchange on 7/19/2023 I was notified that they no longer ship replacements themselves but instead issue amazon gift cards to purchase another bulb. I said that was fine on 7/24/2023. I never heard back from support after that point. I sent reminder emails on 8/17/2023 and 8/31/2024 with no response back. At this point more bulbs have actually died, I'm at a total of 5 bulbs at the moment that are dead between both batches of purchases. My emails went unanswered and do not hold any faith that this company will honor their warranty.Business response
03/25/2024
We have a record of case ****** was created in our system on 07.18.23 for this customer. We emailed the customer at that time asking what the preferred resolution was and the customer replied to our inquiry but a technical error prevented his reply email from reaching our responders. Upon receiving this new BBB inquiry, we reached back out to the customer and have been in contact with him since to arrange a gift card in exchange to his product return. We feel this situation has been resolved to the customer's satisfaction and this case can now be closed.
Customer response
03/26/2024
[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. Company has issues me a refund for the products under warranty.
Regards,
*****************************Initial Complaint
09/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Refund Request email chain began 6/1/23.**** said they no longer supply warranty replacement bulbs and now issue "Amazon Claim Codes".Amazon has no record of the so-called claim code.Cree has not responded to many follow-up emails.Business response
09/25/2023
Good morning,
This customer has been taken care of, he called our offices multiple times, and we issued his refund of $5 for his warranty claim via an Amazon gift card as we no longer have the product in stock. We made sure to call him and provide the code for redeeming the gift card as he wasn't receiving it via email. We verified through our login that he indeed did redeem the gift card as well. We followed up to make sure he was satisfied. This claim should be closed.
Thank you.
*************************
Manger of customer service
Initial Complaint
10/28/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
From 7/24/2021, I purchased 10 CREE LED light bulbs. These light bulbs are sold as "Works with ****** and indeed, upon initial installation, they did. They continued to work as advertised until around 10/20/2021. I immediately checked all the connections, ensured the units had power, and checked all the software settings. The problem appeared to be in the communication from Amazon ***** to the Cree server. The link had been severed and would not "re-link." On 10/21/2021, I went to Cree's website and filled out a contact form for the residential products, but never heard back from them. The next day, I did the same on the commercial side and also received no response. The day after that, I sent an email to the support email address I found buried in the privacy statement on the ***** Cree Skill, which also did not get a response. I contacted Amazon support and they are aware of the problem and said Cree was working on this and I should just wait a day or so. It's now been over a week and it is still non-functional. Below are the dates of purchase, the quantity and item, and price paid. I would now like a date certain when this product functionality will be restored, or a refund of the $214.96 I spent on these lights along with prepaid shipping to return them if required. 7/24/2021 2x Cree Lighting ******************* LED Bulb PAR38 Outdoor Flood ***** 7/30/2021 2x Cree Lighting ******************* LED Bulb PAR38 Outdoor Flood ***** 8/3/2021 4x Cree Lighting ******************* LED Vintage Glass Filament Bulb B11 Candelabra 40W ***** 8/3/2021 2x Cree Lighting ******************* LED Bulb PAR38 Outdoor Flood *****Business response
11/03/2021
First and foremost, we would like to apologize that our product and service did not meet **************** expectation. We pride ourselves on our service and products and its disappointing to hear that we let him down. I understand the original submission was sent on October 25, 2021. Two submission(s) were received on 10/25 at 12:13 (455093)and 12:17 (******). Our CSR (*******) attempted to reach out to **************** on 10/25, ******* left him a message apologizing for the extreme delay in responding to his case and let him know the **** was a few days behind. ******* assured **************** that the **** was diligently working to catch up on the caseload. ******* also shared with **************** that Cree Lighting was aware of a malfunction with the ***** ***** and that our developers were working closely with the ***** **** and the issue should have been been resolved as of yesterday, 10/24/2021. ******* proceeded to tell him, that she would email him this information as well. On 10/29 ******* followed up with **************** to apologize for his recent experience, she also wanted to know if his ***** issue had been resolved, since he didnt hear back from him. When ******* spoke to **************** it appeared that his ***** issue was resolved and he filed the complaint out of frustration. He did share with us, when we have a known issue we need to do a better job reporting that to consumers, which is a reasonable request that will be shared with the business unit manager.
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Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.