ComplaintsforFeit Electric

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A copy is attached, I purchased the product from a store that said to contact the original maker company because they should replace the part due to shipping issues majority of the returns were part was damaged when you open the box as if they were selling defective devices. It is also an electrical device.

  Business response

  04/29/2024

  A replacement unit was shipped on Friday, April 26.  *** tracking # 1ZXX25970305067318.  The consumer should be receiving it soon and can track shipment progress through the carrier website.

  Feit Electric Company, Inc.

   

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  false advertising: packaging for its line of LED light bulbs sold at ****** Stores **************** tens of thousands of hours of performance ( in terms of light bulbs, performance=light ), which equates to a claim of 10 years life. However lights begin to flicker and fail after a year. false warranty: after I submitted to the myriad of requirements before **** would even consider my warranty claim ( they asked numerous questions, demanded evidence of failure and proof of payment as well as lot number, which was difficult to even impossible to read with such small font), finally **** employee ***********************, made me a NO CONSIDERATION determination of replacement IN EXCHANGE for voiding of warranty.poor customer resolutions: after NUMEROUS emails to *********************** for escalation and reconsideration, all of which went UNreplied, I have filed this BBB complaint because a company should not be allowed to sell their product at ****** with such POOR PRODUCT and POOR CUSTOMER SERVICE.A copy of this complaint will be sent to ****** head office in Washington in hopes that either **** changes its strong handed and evasive policies or that ****** finds another company to do business with

  Business response

  04/02/2024

  We received complaint #********. The consumer reported that two light bulbs stopped working prematurely. On March 26, our customer service team notified the consumer that we would be shipping the two requested replacement bulbs by US mail and that delivery would take approximately 2-3 weeks. If there are further questions or concerns, the consumer may contact our customer service department anytime. We will be pleased to assist them.

  Customer response

  04/03/2024

   
  Complaint: 21519602
  
  I am rejecting this response because:

  the replacement also comes with VOIDING OF MY WARRANTY.   This is unacceptable .  Filing a warranty claim should not in of itself cause the warranty to then become void 

  Further , upon purchase I relied on **** assurances that each and every bulb in the box had a lifespan equating to about 10 years of normal use . So far 1/3 of the bulbs have failed .  The quality of the product does not match manufacturer claims .  **** should immediately remove such claims that customers rely on at time of purchase that are patently false .  This is false advertising.
  
  Sincerely,
  
  ***************************

  Business response

  04/03/2024

  We follow federal rules and regulations for packaging representations and back up the performance of our products with warranties. There are no false claims or marketing for the subject light bulb.
  
  The bulb that is the subject of this complaint is rated for ****** hours (lasting up to 13 years if used for 3 hours per day). The stated warranty on our packaging covers defects in workmanship and material for up to 5 years from the date of the purchase. Note that the method for lifetime representations is based on lighting industry standards. Lifetime is based on the performance of 50% of the bulbs tested. Others can last greater than or less than the rated life hours. Lifetime will vary from one light bulb to the next for any combination of the following factors:  hours used, damages to the bulb before or during use, undetected defects, the control operating the light bulb, the location and type of lighting fixture in which the bulb is used, environmental exposure, and other factors. 
  
  As noted earlier, we are sending the consumer replacement bulbs that will satisfy warranty obligations. Should the consumer have additional problems or warranty concerns with our products, we invite them to contact our customer service team for assistance.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A support request (#******) was submitted on 2/2/2024 regarding the installation of seven (7) different **** smart switches not working when each was used in a 3-way configuration. The switches were tested using direct wiring (not house circuits) and they all failed. The only response to my support request was being sent a wiring diagram which I followed exactly when direct wiring each switch for the 3-way test. **** needs to admit these are faulty switches and provide replacements.

  Business response

  02/14/2024

  Our customer service team has contacted the consumer regarding this complaint. We have no reported defects with the switch referenced.
  It is essential to note that the consumer purchased the product through a third-party seller, not a qualified retailer or distributor. We cannot attest to the condition of the product they bought in a third-party marketplace. 
  

  Our user installation instructions manual suggests having an electrician install switches to prevent possible shorts or other more severe events. We sent the consumer an installation schematic to help assist them after they reported a problem wiring the product.
  

  The switches were likely installed improperly. Our customer service technical staff is currently discussing with the consumer to gather additional information. We may offer replacements if specific criteria are met. If the consumer wishes to install dimming switches again, we recommend they contact a licensed electrician to do the work to prevent further failures.

  Feit Electric

  ***********, **

• Initial Complaint

  02/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On February 1st, ****, a representative from Feit Electric assured me that my defective light fixture would be replaced and sent me an email confirming the replacement, which I have attached to this complaint. The reference number given to me by **** is (******). However, despite multiple follow-up attempts, I have yet to receive any tracking information or confirmation of shipment.Despite numerous calls to Feit Electric's customer service department, I have been unable to obtain any meaningful updates regarding the status of my replacement. Each time I inquire about tracking information, I am met with vague assurances that my replacement has been processed, but no concrete details are provided.As a customer, I find this lack of transparency and accountability unacceptable. I have patiently waited for over a week for resolution, but the lack of communication and failure to provide tracking information has left me feeling frustrated and dissatisfied with Feit Electric's service.I request prompt action to resolve this matter and provide me with the necessary tracking information for my replacement light fixture. Additionally, I urge Feit Electric to improve its customer service procedures to prevent similar issues from occurring in the future.

  Business response

  02/12/2024

  This complaint appears to be baseless. **** customer service provided a clear and transparent response when the consumer was assured they would receive a replacement product on 2/1/2024. Subsequently, it was shipped via *** on 2/2/2024. The tracking number is 1ZXX25970304852926. According to the carrier website, the shipment is scheduled to arrive on 2/12/2024.  

  Customer response

  02/13/2024

   
  Complaint: 21272110
  
  I am rejecting this response because:

  The tone and content of this business' message, calling my complaint "baseless" and labeling their own business as "clear and transparent" seems quite dismissive and defensive.

  I want to reiterate that this compliant was filed due to Feit Electric's lack of communication and assistance I experienced prior to filing the BBB complaint. Despite reaching out to their customer service team numerous times, I was unable to obtain any satisfactory resolution or even a tracking number for my replacement product. It was only after resorting to filing a complaint that I received any tangible response.

  
  The delay and lack of responsiveness on Feit Electric's end are concerning. As a consumer, I expect timely and efficient assistance, especially when dealing with junk products from a junk company.
  
  Sincerely,
  
  *********************

  Business response

  02/14/2024

  The replacement product was shipped as promised and the warranty has been satisfied.  While it is unfortunate the consumer continues to find this unacceptable, we now consider this matter resolved.

  Feit Electric Company

  ***********, **

  Customer response

  02/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the individual responding to this complaint lacks professionalism. The representative's language and demeanor are offensive and seem uneducated, which is completely unacceptable in a customer service setting.

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased five Feit Electric LED 1080P HD Smart Flood Security Light over the past two years. One of the cameras had an issue with the ** card slot from the time we purchased it, which does not allow the camera to record any movements or video. I called numerous times (as listed above) and the company categorically lies and strings me along about replacing the camera in question. They continue to tell me that the ticket is "under review" and that they will notify me within 24 hours. Despite this, I have not once been contacted back. Each time I call they tell me that they are reviewing the issue and they will get back to me. I also provided them with a proof of purchase. My warranty expires in April. They even requested an email with my proof of purchase and warranty verification, which I provided immediately.I have lost complete faith in their commitment to customer service and up to this point they have made clear that their strategy is to string me along and not provide me any concrete customer service to help me resolved my issue. I am now several hundred dollars deep in their products and there is no support that comes with them. This issue is now consuming unacceptable amount of time for a solution that for almost every company is a rudimentary resolution should they choose to focus their energy on helping their customers rather than lying to them and stringing them along.

  Business response

  01/02/2024

  We apologize for the poor experience the consumer has had with your customer service department personnel. With "Smart" products, it is not uncommon to troubleshoot connectivity and other electronic issues.
  Many people in our customer service department specialize in Smart product-related consumer complaints. 
  To help expedite the resolution of this problem, we ask the consumer to contact our senior Smart technical consumer manager. They should be able to get this resolved quickly. Please call between our regular business hours of 7 am and 5 pm Pacific Time, Monday through Friday, at ************. Please ask for the customer service Smart Products supervisor. We should be able to help them without further delay.
  
  Feit Electric Company, Inc.
  *****************, ** 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 3 sets (2 bulbs per set) of Modern ***** LED 100 w Candelabra E13 Soft ***** Bulbs Two of the sets only flicker , the 3rd pair works great .,,,,,,,

  Business response

  11/27/2023

  Dear BBB Recipient,
  
  Feit Electric makes thousands of lighting products.  The information provided needed to be more comprehensive.  It is not clear exactly what product the consumer is referring to in the complaint. Please ask the consumer to contact our customer service department to troubleshoot the problem they are experiencing.  We may be reached daily by chat, phone, or email.  All relevant contact information is available on our website: www.****.com.
  

  Our team will do our best to help resolve the problem they are experiencing and offer solutions available to them.

  Feit Electric Company, Inc.

  ***********, **

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased two **** Flood Light cameras, one is inoperative. (The store I purchased it from is no longer). I went through the channels to seek help with both ****, my internet provider and went so far to have an IT consultant look into the matter.After a lengthy phone call with **** support the unit would not work. After two calls with my internet provider the unit still did not work. After multiple email transactions with **** support the unit still did not work. I explained how the unit issues followed the unit from one location to another. I explained how other unit (that worked) did so in either location. I finally was contacted by a supervisor from ****, he wanted me to try yet another process even after I explained that I properly diagnosed that it was a faulty unit. To take it a step further I purchased a third unit to confirm my diagnosis, that unit connected within four minutes.The amount of time I have in this is staggering, I'm well versed in electronics as a Master Automotive Technician, I would compensated for both units as I have way too much time on this issue. The cameras were purchased do I could monitor my elderly father while outside the home. Who would have thought it would take all this to ensure his safety.

  Business response

  07/21/2023

  We contacted the complainant to assist with resolving his problem with one of the lights.  We could not complete troubleshooting because the consumer ended the phone call before we looked at the relevant factors that might be causing proper operation.  Connectivity and compatibility issues can vary from one application to the next.  It also varies by the equipment used in the building and the internet service.
  We understand the consumer's frustration with the time this has taken to attempt a resolution.  And we remain prepared and willing to expedite this process if we can complete the troubleshooting protocols our specialists are trained to carry out.  We can consider the warranted remedy once we have clarified that all problem-solving attempts have been exhausted.

  Customer response

  07/21/2023

   
  Complaint: 20355449
  
  I am rejecting this response because their response is false and inaccurate. I never ended the call, it ended by them asking me to work with my internet provider, which I did on two occasions. I then used the help process from ****, then email, no resolution. I brought in my own IT person to confirm my diagnosis, which he did. As stated, I've purchased a 3rd unit, that one works, connected it myself within minutes. So 2 out of 3 units work. Doesn't take a rocket scientist to figure out the process of illumination. Asking me to continue on with yet another step is nothing more than a stall tactic to wear down a customer. What a shame that they won't support their product. 
  
  Sincerely,
  
  ***********************

  Business response

  07/21/2023

  The consumer can return the light to us directly so that our engineering department can test and evaluate it for any problems.  We will replace it with a new one if there is a defect causing a malfunction.  Please get in touch with our customer service department for return instructions.

  Customer response

  07/21/2023

   
  Complaint: 20355449
  
  I am rejecting this response because I have no guarantee of a timeframe or the contact information in where to send it. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  over the past year (01/2022) I have replaced 5 feet led lite bulbs. (Over the year (01/2022) I have replaced 5 lite bulbs, from feit electric. they don't last more than 90 days. I called for Warranty, on 2 lamps. I received 2lamps, installed them, & 90 days later they were flashing. I bought 2 lamps for 2 other ******** ****** started to flash at 90 days. I called their office, the promp sent me to a web site, big mistake, nothing there to help you. I called the office again, and got a woman who asked questions. I tried to answer them but I couldn't. she wanted a receipt, of purchase after 90 days , no. she wanted numbers stamped on the base. I tried w/ a magnifying glass, you can't see them. she then wanted a picture of the numbers, I can't do that, I'm not that technically savvy. I told her that I'm not going to buy their products,& hung up. I won't clime a ladder every 90 days to chase their poor quality product.I

  Business response

  04/25/2023

  We are in receipt of the consumer complaint.  A complaint of this type is very rare, so if the bulbs were recently produced, we suspect there is an application issue causing the failures Feit Electric Company produces over **** products.  We have been making light bulbs for over 45 years.  We ask the consumer to send the Feit Electric items number(s), name of the retailer where product was purchased, date of purchase, where the bulb(s) are installed (lamp, ceiling, outside, other), if they are being operated by a standard wall switch or a dimmer, and any other application information.  As noted earlier,our customer service people requested the production date code that helps us understand important information about the product in question.  This code is easily identified, and our customer service team can assist the consumer locate it. ************** our customer service team and we will be pleased to help. Once we have these additional details, we can make an informed decision.  

  Feit Electric Company

  ***********, **

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Model SEC3000/CAM/RP I have 4 **** Floodlight cameras surrounding my home. Two of which have stopped working - we did have a storm power outage and since then two of them has not been working. I called electrician to look into it and they said the floodlight and cameras circuit is burnt and the light is defective and no longer good to be used.I reached out to **** support to no avail.At this point I would like **** to take ownership and replace my two defective lights and reimburse $200 for the electrician spent to diagnose this.

  Business response

  03/29/2023

  We contacted the customer referenced in this complaint on March 28 and agreed to send two replacement light fixtures, which are scheduled to ship on or about April 7.

  Feit Electric Company, Inc.

  Customer response

  03/29/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  What a complete waste of 60 dollars. I bought 3 sets of Feits smart bulbs that consistently do not connect or power on or work correctly, the customer service is garbage, the product is garbage and **** should be ashamed of themselves. **** you need to shut down your awful.

  Business response

  02/24/2023

  We are in receipt of complaint # 19450284.  After checking our call/message/email documents, we find no correspondence with **********************************  Our customer service team has attempted to call the consumer to gather information so that we are able to respond appropriately.  The consumer may alternatively contact us by chat, phone, or email at any time.  All contact information is available on our website, www.****.com

  Best regards,

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

  Feit Electric Company, Inc.

*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. ↩