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Business Profile

Online Retailer

MOD Lighting

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:02/03/2023

    Type:Product Issues
    Status:
    Resolved
    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 light fixture from this company on 01/02/2023 off their website. The light arrived on 01/19/2023 and mu wife and I were not happy with it. The quality of the fixture looked nothing like the picture on their website. I emailed them and said I would like to return the light and that I would pay for the shipping. Since then, I have been getting delayed responses, first saying it was unreturnable because it was a custom order, which it was not. Then another delayed response saying they were sorry so if I wanted to order another light, I could just keep the one that I didn't like (the one I would like to return for a full refund.) Which again I declined and stated I wanted to return the light asking for a full refund again. Then another delayed response saying they would get back to me again. This emailing has been going on back and forth now for two weeks, too long and I just want to return the light for a full refund. I have tried calling their 1-888 number and no one answers. I tried emailing others and chat as well, but with no luck regarding my request for a return authorization. I hope you can help me out, please?

    Business Response

    Date: 02/24/2023

    Hi Kevin, Thanks for your patience while we look into this matter! We have checked further with our team about what happened. **** actually ordered from us and requested to customize the length of the wire, we did the customization based on his request. As per our Refund Policy, "Unfortunately, we cannot accept returns on customized orders, gift cards, or warranty purchases. " Please refer here for our policy: *********************************************** We have offered resolutions like replacement and full store credit since we can not accept returns customized orders. But he insisted and as a one-time courtesy, we allowed him to return the item for a full refund back to the original payment method used. However, the customer filed a dispute with his bank, preventing us from processing a refund. Kindly check the attached pieces of evidence showing that we tried to accommodate the customer to the best that we can yet he still filed a complaint with BBB. It is not fair when we are trying our best to assist the customer and bending the rules. Thank you and we are hoping for your understanding and consideration of this matter. Best Regards, Leila Customer Care Specialist MOD LIGHTING 

    Customer Answer

    Date: 02/24/2023

    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.  

    Regards, 

    **** ******** 

MOD Lighting is NOT a BBB Accredited Business.

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