We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Lighting Systems

Mars Hydro

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lighting Systems.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/29/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Product was defective. I asked the company for replacement parts and they stated they would send them once available however after 6 months of waiting without a response I contacted them again to inquire further. I received the same response in which the replacement parts would be sent in 3-4 months.

  • Initial Complaint

    Date:03/18/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We purchased the tent on jan 16. We first set it up on march 16 and discovered the zipper was unattached in one spot with threads exposed. We reached out to the company and got told it had no warranty and it was final and that i could sew it. The tent was purchased brand new from the manufacturer and telling me to sew it is unacceptable.

  • Initial Complaint

    Date:10/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a grow tent kit from Mars hydro that their website said was in stock which iswhy I spent more. Turns out it was partially out of stock. Mars hydro sent me partial items of my order. One item was labeled incorrectly by their shipping department. After several emails and multiple weeks of back and forth they've not resolved and sent me what I ordered. Won't refund me for what I haven't received. Just keep asking me to provide pictures of labels of the items I did receive, which I have sent multiple photos. They are still not sure they made a mistake? More or less saying I'm fabricating this story.

  • Initial Complaint

    Date:09/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a led grow light from Mars Hydro last Nov-Dec area, the light broke with in a month and they refused to fix and sent me part i had to pay to get put on. This same light went out again this time i said i wanted it replaced it has a 5 year warreanty and it shouldn be doing this. They refuse again to honor the 1-5 year warranty and want me to pay shipping and deperciation value of item, the first year is full repalcement, shipping, parts free, they will not honor the warranty and want me to pay for it. I already had to fix it once out of my pocket, im not asking for free stuff just for my warranty to be honored and them relace/fix the broken light but they refuse unless i pay shipping and deporication and the warranty covers everytjhing the 1 year and partial the next 4. Please help me get this problem fixed, Thank you, I have tons of both **** and mars htdro emails showing proff they wont honor it

  • Initial Complaint

    Date:07/25/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased 3 supplemental lights mars hydro listed on **** for sale 50% off. ***** for 3 lights. They confirmed the order, took my money. Then started the order was a error, canceled it, refunded the money selling it at the higher cost. Isn't that bait and switch offering cheaper then saying no not really?????

  • Initial Complaint

    Date:02/12/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    02/03/2023 Order # ********** I purchased a LED Grow Light from Mars hydro. On January 14th I went into my garden to find my light was not on. I contacted mars hydro on January 14th to advise of this issue for the guaranteed one year full warranty on the light. Were almost at a full month. Theyve sent me a replacement plug which I had to pay an electrician to wire. The light immediately blows my power at my breaker box when plugged in. *** requested a replacement light from them several time only to be told that I have to pay them more money in order for that to happen or I have to pay to rent a light while they figure it out. Ive never been met with such horrible customer service and a company that doesnt back their expensive products and want to continue to require customers to pay them even more to resolve the issues with their defective product. Not to mind the fact that they believe the average *** has the capability to wire a plug on a light. They keep making me promises, but dont fulfill. They said they would replace the light and send me a label to ship it back, but I cant even get a shipping label to send their junk light back. Once I do, I will be out the money I paid for the light and the actual light. I believe that I should be able to have proof they sold me a defective light and if Im out the money I paid and they want me to send the light back, how do i have proof? Ive sent them all videos and pictures they requested to verify it isnt working and the plug they sent didnt fix the problem. I did purchase with PayPal. Im over this company and would like my money back for the defective light I purchased that failed 11 months after.

  • Initial Complaint

    Date:01/19/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a 450w light that is currently out of stock. I asked for a refund and I was given the option between two fans. I definitely do not want or need a $237.99 fan.

  • Initial Complaint

    Date:01/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My issue with the company is not the lights themselves. I have a few and they work great compared to the much more expensive ones I own. The issue is their customer service, or more accurately put, lack of customer service. I've ordered a new light from them 9 days ago and prior to a shipping label even being created had requested to cancel it so I could purchase two.The cancellation email was sent and calls were made during business hours. The phone number provided by the website went to a voicemail box, and the emails have still yet to be responded to at the time of writing this email (9 days later). Unfortunately at this point now I am stuck with the light because if I was to return it I would need to pay a hefty $120+ shipping fee. The light itself was only $350. I am also concerned that if something ever fails, I will not be able to contact them or act on my warranty.

  • Initial Complaint

    Date:07/24/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased In Aug. 2022, from Mars Hydro through Amazon Price ****** - ***** coupon total $599.99. I had issues from the first grow. I have 4 grows using the light from Mars Hydro = MH and all 4 the same results the top right quarter the plant has problems. Being new to indoor growing It took me some time to figure out that the light was hotter on the right side especially the top right. I notified MH in Ca. they referred me to their Rep for Amazon purchases "*****" I think she is in ***** due to the hours I received our ONCE a day emails I explained the problem and she responded with technical talk I did not understand and said "can we help you with anything else?" So I again explained with detail the issues with the light. Her response was to give me directions on how to adjust the light. "turn it down until its not hot" I explained that turning the light down to keep from burning 1 plant the others are not getting enough light. the next days email, she asked me to perform two light test. 1 with the tent open and 1 closed light at 100% 16" above the floor. I emailed and confirmed the instructions. I sent her picture's of the set up with the results of the two test. Her response what instrument did I use for the test. an app on my ******* S23U. then she stated that the tent was open. I resent the Picts.. she keeps asking the same ?s over and over some 3 times, I have asked for my case to be escalated to her supervisor 5 times. They quit responding to me, I sent her an email saying I was going to file a case with Amazon. she got back and ask for pictures of my burned. plants, I don't save pictures. But I found 1 and sent it to them it has been almost a week no response. All I want is the light to function as advertised. Repaired or Replaced. I have the emails if you would like. You will see in the pictures I have proven the light is way brighter on the right side I tested 90 grids all but 2 were brighter on the right. some just a little some by over 200 par.

Mars Hydro is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.