Complaints

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.

• Initial Complaint

  Date:09/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Headlight Experts advertises on ****** and on their website that their headlight set specifically fits my vehicle. After I installed it with the parts they provided I learned it does not fit my vehicle, I sent them photos and video showing it does not fit. They then informed me that I need an extra gasket part that does not come with the kit to properly install, they would send it to me. By that point I wanted to return the kit for a refund because I had lost confidence in their product based on the experience I was having. After multiple emails and phone call to a manager, they refused that I could return them since I had installed them and taken a photo to show them that they did not fit.I suggested to the manager that they need to include information on their site that it may require extra parts to fit the vehicle and that they should not advertise that "as is" it would fit my vehicle. That was false information. He insisted 90% of people would not have this problem and that info would just confuse people. I guess I am the 10% that is confused because they advertise these fit but they do not and I am also not allowed to return them.

  Business Response

  Date: 09/10/2025

  Hello,
  
  Wed like to address two issues at hand:
  
  Issue #1 Order #*********
  The customer purchased an incorrect set, despite the fit guide recommendation. An RMA for a refund was issued on 09/10/2025 in accordance with our return policy. The customer acknowledged receipt of the *** and confirmed they would be returning the set for a refund.
  
  Issue #2 Order #*********
  The customer installed the product, but due to tolerance issues with an older vehicle, the housing did not fit snugly. At the customers request, we shipped a set of neoprene gasketsrecommended best practice for installations on older vehiclesfree of charge.
  
  Tracking #: 9400150899561081720098
  
  Carrier: USPS
  
  Shipped: 09/10/2025
  
  We also advised Mr. ******* that a return on Order #********* is not eligible, as the item has been installed. This is in line with our mutually agreed return policy:
  ***************************************************************************
  
  Please let us know if you have any further questions.
  
  Best regards,
  Headlight Experts
  

  Customer Answer

  Date: 09/11/2025

  I do not deny the issue of the wrong order although I find the 20% restocking fee to be high. 
  

  My issue continues to be with the set of lights that were the correct order but did not fit even though they were advertised that they would. It took multiple emails back and forth and after I asked for a refund, the gasket was offered as a solution. So I had little option but to accept the gasket since I was refused a refund.

  At The core of this is you advertise a product that does not fit the vehicle you say it will, you knowingly ship it without the needed gasket, and once the customer installs it and finds out it doesnt fit, has to contact your support, go through multiple messages back and forth being told that it does fit even though the customer provide evidence that it does not, then is told they cant get a refund because they installed it but here is a gasket to fix the problem that you knew all along it would need to fit. You need to make the gasket much more clear on your website and be more forth coming about it in your support. Had you just mentioned it earlier I would not have wanted a refund or have lost trust in your company, but to be told multiple times it fits and then finally be offered the gasket when I asked for a refund is not acceptable. At least say it fits the vehicle but may require a gasket for older years, the bare minimum to qualify that you are sending a product that is generic and fits most but not all.

  Business Response

  Date: 09/11/2025

  Our return policy is clearly displayed with a link on every page of our website prior to purchase and is not hidden in any way. For fairness and consistency, we do not renegotiate our policies after a transaction has been completed.

  Headlight Experts
  

• Initial Complaint

  Date:08/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 08/21/25, I placed an order with Headlight Experts (order #*********) for headlights, a Warning Cancelling Capacitor, and a Power Relay Harness. I paid a total of $[amount] by credit card. Only the headlights were shipped; the capacitor and relay harness were never delivered.When I called their new order line for assistance, the representative repeatedly hung up on me, refused to let me speak, and mocked my English accent. I called back three times only because they disconnected me. Afterward, I emailed the company using my personal email account (the same one used for my order). Instead of addressing the missing items or poor treatment, they accused me of harassing their phone line.The company then escalated in an extremely unprofessional way: they contacted my employers complaint department and falsely claimed I was making extremely concerning comments on behalf of the company. This is completely false, as my order and all communications were made with my personal email. Their actions were retaliatory, defamatory, and unrelated to resolving the order ******** date, I have not received the missing items I paid for, nor any professional resolution.

  Business Response

  Date: 08/28/2025

  Thank you for reaching out.

  
  First, we need to address the repeated and harassing phone calls made by **** **** to our new orders department. These calls were made regarding a customer service matter, despite our clear instructions that all customer service inquiries must be handled by email. By using that line to repeatedly call our company, your organization (************) involved itself in this issue unnecessarily.

  
  Second, we want to remind you that an *** was already issued at your request on 08/28/2025, in accordance with our 30-day return policy found here:

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

  
  Please let us know if you have any further questions or concerns.

  
  Sincerely,
  Headlight Experts
  

  Customer Answer

  Date: 08/28/2025

  I must reject this response. While the company claims to have issued an ***, that does not resolve the dispute. My order was incomplete, and their retaliatory action of contacting my employer over a personal purchase remains completely inappropriate and defamatory.
  Phone Calls I called the only phone number listed on their website (the new orders line). There is no alternative service number. My calls were only about my missing parts and technical support. I called back only because the representative hung up on me each time. Calling this harassment is false and misleading.
  Employer Misrepresentation Headlight Experts contacted my employer (************), even though this was a personal purchase with my personal email account and funds. This was retaliatory and defamatory, clearly intended to cause professional damage over a private consumer dispute.
  Incomplete Order My order included headlights, a Warning Cancelling Capacitor, and a Power Relay Harness. Only the headlights were received. The packing slip may list all items, but the capacitor and harness were not in the box. I provided proof of this.
  *** Timing The *** was issued only after they sent me an email accusing me of harassing their phone line. It does not address the incomplete delivery, the repeated mistreatment, or the retaliatory contact with my employer. Their policy also references a 20% restocking fee, which is unacceptable since the order was never fulfilled correctly.
  Requested Resolution: A full refund without penalty. The *** is insufficient given the incomplete order and the companys unprofessional conduct.

  Business Response

  Date: 08/28/2025

  As per our previous reply, an RMA was already generated for this order. Upon receiving the item back, a refund will be provided as per our mutually agreed return policy.

  - Headlight Experts

  Customer Answer

  Date: 09/02/2025

  I cannot accept this response because my order was incomplete and their resolution does not guarantee fairness. I am willing to return the item, but only under the condition of receiving a full refund without penalty, as this was not a case of buyers remorse but an incomplete order. I request written confirmation through BBB that a full refund will be issued upon receipt of the return.
  
  

• Initial Complaint

  Date:08/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The transaction was completed. I received a defective product. They would not give me a return authorization number yet. One in the product returned. So I tried to return it on my own dime. Using my own money and he got sent back. They refused to fix the problem. I have provided a picture of the broken wire which has now ruined all my lights. This company is a horrible company and needs to be we reprimanded

  Business Response

  Date: 08/28/2025

  Thanks for reaching out through the BBB in regards to your Headlight Experts transaction.
  
  On May 24th, 2025 you ordered a pair of H13 LED lights for your vehicle. On August 13th, 2025 you filed a dispute with your bank for the full amount stating a part was defective. Between May 24th, 2025 and August 13th, 2025 you never requested a return authorization for warranty replacement, despite Headlight Experts having a lifetime warranty. Our return policy and lifetime warranty information are found here:
  
  ***************************************************************************
  
  To request an RMA for a defective part, you would simply email our customer service at ****************************** and request an RMA as outlined in the link above.

  Have a great day!
  
  - HE

• Initial Complaint

  Date:07/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bought something before creating an account, i will admit thats on me, but i cannot add my order to my account after i created it. Tried to call the service number and was constantly interrupted, they were very disrespectful. From my understanding this wasnt headlight experts that I was on the phone with. Would like to know the name of the 3rd party company I spoke with. Simply trying to track my package or at least see if it has shipped out yet.

  Business Response

  Date: 07/30/2025

  Hello! When you went through checkout, you went through as a guest, so it wouldn't be associated with any account. You were emailed an order confirmation, and when it ships, you will be emailed a shipping confirmation.

  - HE

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 i set of bulbs for my jeep , they did not work , i contacted the company , they infromed me that i could only get an exchange for them, They lied about their return policy as you can see in the emails they stated that it was 30 days and on their website its 31days , I was within the "31" day window and they just flat out lied . I have returned the bulbs to them and in good faith placed another order for a complete set of headlights not just the bulbs, they cost me another $90 dollars. We have went back and worth on these emails i told my credit card and filed a complaint with them as well , I just want my credit card credited for the bulbs . This has been very frustrating they have even gone as far as calling me stupid, and they have a college education and dont understand what i want. I feel i have gone above and beyond , and they have not meet me at all. They tried to pull multiple scams on me , as you can see in the emails, shipping, return policy ect. I just want my money back on my credit card. They hung up on me on the phone ect.

  Business Response

  Date: 07/25/2025

  Return label was provided on Saturday the 19th.

  Appears the return will be delivered Monday:

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

  When it arrives back, a refund will take place in full.

  - Headlight Experts

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 set of headlights January 12th 2025 that stated they had a life time warranty. On July 7th 2025 one headlight went out (driver's side low beam).I emailed Headlight Experts to get a replacement. After five days I did not hear from them. I called the ***** number. The person I spoke with got very disrespectful and stated I didn't know how to send an email and hung up on me. All I wanted was them to replace the one light. Unfortunately I purchased three sets of headlights for our volunteer fire department and now we're stuck with purchasing from another company. The light in question is on our rescue truck.

  Business Response

  Date: 07/21/2025

  RMA was provided on 07/21/2025 at the request of the customer. Thanks for finally providing the original order number and proof of purchase today.

  Send the defective part back, and we will test and replace the part.
  
  
  Headlight Experts
  16500 Aston
  ***************
  
  
  Please use your order # as your RMA # (simply write the number on the outside of the package).
  
  
  We will make the turnaround happen within 24 hours from receiving it back.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Over charged me and won't refund my money, parts don't fit and they are telling me they will but won't respond to anything else!! They say direct fit and they don't fit, bought the adapters they said I needed and still don't fit

  Business Response

  Date: 07/07/2025

  Customer eventually resolved the fitment issues, and we processed a refund for the extra $10 paid.

  Please let us know if there is anything else you need.

  Have a great week!

• Initial Complaint

  Date:05/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  You enter the make, model, and year of vehicle you need headlights for. They tell you it fits your vehicle, you order part, it doesnt fit, you pay return shipping, and a 20% restocking fee. They dont care one bit, seem to take glee from scamming people out of their money. The genius of their business plan is they say the lights fit every vehicle and they profit off you whether it fits or not. They are a restocking fee scam business. In my case they took 72$ adjustment fee and I had to pay return shipping. Im out about 100$ for a product they lied and said fit the vehicle. They will tell you it fits fine?? total scammers. Exact same Chinese lights on **** for a fraction of their cost.

  Business Response

  Date: 05/17/2025

  Hello!

  All returns carry a 20% restocking fee as per our mutually agreed terms:

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

  We refunded you on May 15th, 2025 in the amount of $287.98 which is $359.98 less our mutually agreed restocking fee.

  Please let us know if you have any further questions.

  - HE

  Customer Answer

  Date: 05/17/2025

  Your response does not address the fact that you market lights for vehicles that they dont fit to profit off of customers when they ship the lights back. Obviously reading through peoples complaints you do this on the regular, part of your business plan.

  Business Response

  Date: 05/17/2025

  Hello! Our lights fit just fine. We have sold over ******* of these kits, so numbers are on our side. If they did not fit, it would be apparent. Your vehicle has tolerance issues, and we offered to provide gaskets for free.

  - HE

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 LED bulbs on 4/14/25 because of the banner on their website stating 2 day shipping. I did not receive them until 4/21/25 which is way too late for my situation. I had to buy locally instead because of time constraints. I sent them back on 4/23/25 paying over $11 for shipping. They received them on 4/28/25.I feel this whole situation is their fault. The website clearly states 2 day shipping.I received a refund today 5/7/25 minus 20% and no reimbursement for my returning the bulbs.They claim it is not their fault because it was a "delayed shipment". At no time did I receive any email from them stating a delay. I believe it is their way to not give me a full refund. So I paid $98.99 + $11.00 shipping it back. They refunded me $79.19. So they owe me $30.80

  Business Response

  Date: 05/07/2025

  A delayed shipment when you use the free shipping method is not a mistake. It is advertised as such, as over 99% of our shipments that go out with free shipping arrive within 2 business days. I understand sometimes delays out of our control do occur. We apologize for the inconvenience.
  
  You requested a return, and we fulfilled that return request as per our policies.
  
  We have processed a refund as per our return policy.
  
  ***************************************************************************
  
  The refund in the amount of $79.19 was processed on 05/07/2025 which is the item price less our 20% restocking fee as mutually agreed at the time the order was placed.
  
  Please don't hesitate to contact us with any further questions. We are here to help.
  
  - Headlight Experts

• Initial Complaint

  Date:05/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was sent lights that do not work. I want a refund and the company says Im outside the return window. I didnt install the lights right away, but I did try to install them on the last day of 31 days once you receive the package.

  Business Response

  Date: 05/04/2025

  Hello! We have a 31 day return policy. Your parts were received on April 1st, 2025:

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

  Your 30 day return policy expired on May 2nd, 2025.

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

  At this point, we can assist you with a proper installation, or provide full in-store credit.

  - Headlight Experts