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:05/28/2024

  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.

  Tile was delivered to me completely destroyed on 4/5/2024 completely destroyed. I have been working with ***** ** ***** since to get a suitable replacement. The shipment has been significantly delayed and now I have a bathroom that is torn up awaiting the tile. I also had to still pay the contractor for the work as I had a contract with them them. The tile still isn't here and the company has failed to perform. have called tirelessly trying to work with you and it just seems the company simply does not care to help its customers. I have never had such a bad experience and am appalled at your lack of professionalism. I am seeking recovery of my $732 paid for the tile that never came plus compensation for the shipping delays of the replacement product.

  Business Response

  Date: 06/11/2024

  *** ********* placed the order on April 8 for 5 cases *****, Which was shipped on April 16th, and delivered on April 25. *** ********* received tiles damaged, and needed refund and replacement as a courtesy but we can only do one thing. We went ahead and processed refund for $752.16 for order *****. We refused to do both as our policy only allows us to do either or. So we asked *** ********* to place a new order if he still needed it. *** ********* placed a new order on May 6th for same quantity of tiles Order #9417. This order was shipped on May 13th, and delivered on May 28th(Tracking attached). We advertise this shipping time to be estimated shipping time. This order was shipped from Georgia going to California. LTL carriers are unpredictable. No shipping time is guaranteed

  Customer Answer

  Date: 06/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business failed to perform. I finally received the tile after significant delay but it was damaged leaving us in a terrible situation. This is the second time this has happened and they accept no responsibility. The company needs to pay for all damages outlined in my claim in order to satisfactorily address this valid complaint. 
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:10/11/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 placed an order for an LED bollard light. I was satisfied with the product and placed an order for 75 more of the same light. The order was delayed for several months. When finally fulfilled it was not the product that I ordered and was not satisfactory. Despite numerous phone calls and the company admitting it was not the product I ordered they still refuse to refund my money or provide the product that was ordered. This has been going back and forth for months and needs to be resolved. They either need to provide the product that I ordered or give me a full refund.

  Business Response

  Date: 10/27/2023

  Hi,
  
  This is regarding a concern raised by a customer who purchased bollard lights from us. At first, they ordered a sample under #***** and later 75 pieces of the same light under #*****.
  
  This light offers a dusk to dawn feature and is expected to stay on until dawn as advised on the website.
  
  The customer says that the sample is working as intended and stays on until it detects sunlight. However, the rest of 75 pieces don't even work for 8 hours and go off after a while despite being fully charged. Customer was advised some troubleshooting steps to fix the issue
  
  We spoke to the manufacturing team about it and we were advised that the lights should be kept switched off at night and be charged for two or three days without discharging. No extra operation of the remote needs to be performed. The light will charge automatically in day time. After two or three days, the lights need to be switched& back on to make them work in the night time and checked if they work for more than 8 hours. Attached are the troubleshooting steps advised by the manufacturing team.
  
  However, the customer is reluctant to follow the troubleshooting steps advised by the manufacturing team and we cannot proceed further until the troubleshooting is done from the customer's end. Attached are the steps that were advised to the customer.
  
  
  Regards,
  ***
  Customer Support Team
  ***** **** ****** ***
  ********** ** ****** ***
  ************
  *******************

  Customer Answer

  Date: 10/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they did not send the product I ordered.  This is a bait and switch operation.  The lights they sent are an entirely different product.  I want the lights I ordered or a full refund.
  
  
  
  Sincerely,
  
  
  ******** *******

  Business Response

  Date: 11/14/2023

  Hi, 

  Thanks for your time. 

  Yes, customer did buy the sample on Sept 7th, 2022, and after being fully satisfied she placed a large order for LED Solar Bollard Lights, ***** *****, CCT Changeable: Warm White/Cool White, Solar Pathway Lights with us for 50 lights

  The lights she has been sent, they all are the same ones, there is no difference at all, and they would also surly work like the same which she ordered before from us as a sample. 

   

  We did receive her complaint that she is extremly dissatisfied with the product, and they are not working the same like the other one which she ordered before. 

   

  We did take her request into consideration, and request her to follow some trouble shooting steps which we have sent to customer, and BBB as well on the previous email,  however customer seems unwilling to follow the trouble shooting steps. 

   

  We ensure that if the trouble shooting steps would be followed properly as it is, the lights would be back up and running. We request the customer again to follow the trouble shooting steps, and if in case they face any issues please let us know so we can assist them in the best possible way. 

   

  In case you have any queries, please feel free to contact us back
  
  Regards,
  ***
  Manager customer services
  ***** **** ****** *** 
  ********** ** ****** ***
  ************
  
   

   

  In case you have any queries, please feel free to contact us back
  
  Regards,
  ***
  Manager customer services
  ***** **** ****** *** 
  ********** ** ****** ***
  ************
  
   

   

   

  Customer Answer

  Date: 11/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they are lying.  You can see from the photos that these are two entirely different lights.  If they are still not willing to either provide the lights that were ordered or refund my money I will have to no option but to proceed to contact the Kentucky Attorney General's office and any other legal entity to being criminal fraud proceedings against the company.
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Customer Answer

  Date: 12/04/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  In reference to complaint ID .********, , I agree to participate in BBB Mediation.

  
  

  Regards,

  
  

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

  Customer Answer

  Date: 02/21/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:
  
  
  
  In reference to complaint ID .********, l agree to participate in BBB Arbitration.

  
  

  Sincerely,

  
  

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

  Business Response

  Date: 02/22/2024

  Hi, 

  This is an ongoing concern raised by a customer who purchased bollard lights from us. At first, they ordered a sample under #***** and later 75 pieces of the same light under #*****.
  
  This light offers a dusk to dawn feature and is expected to stay on until dawn as advised on the website.
  
  The customer says that the sample is working as intended and stays on until it detects sunlight. However, the rest of 75 pieces don't even work for 8 hours and go off after a while despite being fully charged. Customer was advised some troubleshooting steps to fix the issue
  
  We spoke to the manufacturing team about it and we were advised that the lights should be kept switched off at night and be charged for two or three days without discharging. No extra operation of the remote needs to be performed. The light will charge automatically in day time. After two or three days, the lights need to be switched& back on to make them work in the night time and checked if they work for more than 8 hours. Attached are the troubleshooting steps advised by the manufacturing team.
  
  However, the customer is reluctant to follow the troubleshooting steps advised by the manufacturing team and we cannot proceed further until the troubleshooting is done from the customer's end. Attached are the steps that were advised to the customer.

   

  The major issue is that customer is unwilling to trouble shoot which we have advised her to do, we are sure about that if she does what is instructed to do, the lights would work. 

   

  Regards,

  LedMyPlace 

• Initial Complaint

  Date:07/05/2023

  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.

  I'm a contractor. I place a lot of orders for projects from various companies, phone number of products. These orders are placed one advance of project start, so I do not run into many issues with product delays and fulfillment.
  
  The LED lights I ordered it's not work in the configuration that was ordered. Initially, I believed the mistake was mine. After further review of the product and packaging I believe that I was given a faulty product, or the wrong product in the right box. A request for refund was made at once. I was informed that I was just outside of their return policy timeframe I requested that they stretch their policy to accommodate a contractor who has order product well before is ever opened. I believe their customer service team was rude and condescending. As a business owner, I would never make a customer feel stupid or called them a liar.
  
  I spoke with the supervisor, read me the same script as customer service representative, at which point, the conversation became unproductive. I had exhausted all the time I could, and more on this day. I reached out again much later, to rectify the situation. I've been instructed to pay for the shipping to return the product for inspection. At that point the company will determine if I deserve a refund or not. It will cost me $125 to return the product that originally cost $375. I do not believe I should pay 30% of the initial cost without a guaranteed promise of return. Furthermore, I should not have to pay to return a product that never worked. I have already paid in frustration and wasted time to receive a refund.
  
  As I stated above, I make orders all the time from different companies, different products, and I have never had such a problem or been treated this way for returning a product that was unsatisfactory. I would like a full refund without the cost of shipping.
  
  Thank you for your review on this complaint.

  Business Response

  Date: 08/10/2023

  First we will share the shipping labels to the client, so he can ship lights back to our warehouse. Once we receive the lights , our warehouse team will verify that the lights are in resalable condition, then only we can process to refund.

  Customer Answer

  Date: 08/29/2023

   
  
  ********** ********
  
  
  
  I am rejecting this response because: My apologies for not replying to the attached letter. I didn’t want to be considered satisfied when I had not received a refund. This company has met half of what I asked for. They now have their product back at no cost to me, but I am still out $350 for the original purchase. I was afraid that I was going to give up my only leverage on this matter. However, as a sign of good faith, I trusted this company and the BBB process.
  
  I’m reaching out to you in hopes that the BBB will continue to pursue a resolution, as we have not yet reached one. I only want what is mine. They have already received what was theirs.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 10/26/2023

  Hi, 

  We already have initiated the refund for the customer for the full amount he paid, and emailed the same too. 

  It looks all sorted, and we resolved it. 

  In case you have any queries, please feel free to contact us back

  
  Regards,
  ***
  ******* ******** ********
  ***** **** ****** *** 
  ********** ** ****** ***
  ************

• Initial Complaint

  Date:06/21/2023

  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.

  I ordered tiles from this merchant and waited almost 3 weeks for the item to be shipped out. All the while at least 3 different employees would tell me that the item was delayed and would be shipped out that day and I’ll receive a tracking number the next day. Needless to say I never received any tracking number, nor did I receive any record of shipment at all. I’m skeptical that an actual store exists, but it’s difficult to say one way or another because it was an online order and I can’t physically drive to the address since I don’t live in KY. In my opinion, this is a fraudulent company that simply exists to take people’s money and then run them around and waste their time. DO NOT give your money to this company for any purchases, because you won’t receive the items for which you paid.

  Business Response

  Date: 07/01/2023

  The refund was processed on June 21. The customer started this complaint after the refund. Proof has been attached.

  Customer Answer

  Date: 07/06/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Yes, the business ended up refunding me, however I did NOT begin the complaint after the refund. I maintain the complaint because the real issue is that the business could not fulfill my order despite stringing me along and telling me multiple times the the order had shipped when it hadn’t. I maintain that they are either dishonest or desperate for business. If you want to waste your time being lied to, then go with these guys. 

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