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:05/04/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Requested refund due to misunderstanding of the items being purchased from their website.Spoke to representative who clarified refund would incur 20% restocking fee.Agreed to conditions, but no return process discussed, no return slips provided. Attempted to follow up for 3 days with no response.

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 a lightsaber from them And it arrived on me at the 12th and it had an issue with its effects where it would not make sound when it was swung or when it would hit things which were things advertised for payment so I Sent them a message asking if they could repair it and if they could not to refund me and after the coming weeks they repaired it or so they say but it obtained the same issues and they are not allowing me to return it because of their 3 day return policy even though I have explicitly told them that their product is not working it is faulty and it is completely broken to what was advertised and expected as I have been emailing them ever since the issue first arised and all I wanted was to make sure that I get a full refund for this as they have been trying to use warranty and all this sort of stuff when it has been busted the entire time and I have done nothing to break it and they keep claiming they fixed it but show no evidence of it actually being repaired They keep using their refund policy as a way to prevent themselves from actually refunding a faulty product which I mentioned in my first message that I wanted it repaired but if they cannot repair it I want it refunded but they did not repair it it is still exerting the same issues that I received it with even though they keep claiming it was repaired which clearly shows it's not and in return I like a refund policy I am getting tired of having to send it back on my own dime for them to fix their own mistakes I just want a refund

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Dec29,2023 I purchased two lightsabers through ultrasabers website. One third ****** and one azure ghost order number #****** for a total of ****** plus additional ***** #****** for obsidian v4 board on ghost and couple other upgrades.I initially contacted ultrasabers on Jan 9 with the third issues mainly blade color didn't match purchase color of red it's more of a pink and the clash functions weren't working. Asked me to charge battery fully ,and try switching out batteries,which it was charged and still no change,after switching batteries,said sorry and that's it ,no follow up or info of how to proceed with warranty. So I accepted it ,hooked to app and tried to rectify,but since for display I dismissed ****** on Jan 29th the azure ghost sound went out and won't change colors,I tried obsidian v4 program on computer and it is not having any effect on fixing issue. Sent a email on 29th no response this morning 30th sent email this morning no response , contacted through their site no response and a text message. It's obvious they say they warranty for a year and won't warranty under a month. I want a partial refund of 30 percent,or send a replacement and I'll return this one! As I believe the board controller is bad. I also have emails from the limited communication Next I'll write attorney general in ***** and ****** if no solution

• Initial Complaint

  Date:09/18/2023

  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 purchased a light saber from this company. I used it one time and it changed from the original color(pink) to red. And the hilt became extremely hot.
  I returned it to the company to have it repaired and when I received it back it had the same issues.
  I contacted the company to get my money back for the saber and they blocked me from messaging them and won’t answer my emails.
  Website says it’s guaranteed
  It has a one year warranty

  Business Response

  Date: 09/19/2023

  As you can see on the receipt the consumer posted No Refunds or Exchanges. They can send it in under their 1-year warranty for inspection and repair, which they refuse to do. They have had it for 6 months and yes sent it back one time under warranty and it was resolved and shipped back. It is rare for an LED to go out multiple times. This is typically due to low batteries trying to work too hard that they are not producing the proper color and causing the batteries to heat up. We do not have warranties on the batteries the customer's use for their saber. They can send it back for another warranty inspection and repair, which is why they have a picture of their claim ticket, for warranty purposes. 

   

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  Hello.

  This is the response i got back from them..if this was told to anyone buying from them they would not purchase anything.we asked for a specific color not one for 30min...were were lied too ip front just to get our money..does this sound ok to you?

  This is from Ultrasabers...

  , the color is expected to remain pink for about 30-35 minutes on a fresh set of batteries. Over the course of the next 10-15 minutes, it will usually turn red, then it will stop lighting up entirely
  

  ..ive used new batteries and this is not ok..thank you
  
   

  
  

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had bought a saber a while back from them and it had an electrical issue within the warranty period. I reached out, and they said they wouldn’t fix it. I heard their customer service was better now, so i reached out, and they apologized and said they would fix it, just email them. 4 weeks later, still no response. I bought this on December 24, 2020, and I figured i would give them another try, but i wasted my time and money on them. This is the worst customer service i have ever seen, and I would say to anyone thinking about buying a custom lightsaber not to waste their time or money on ultrasaber either.

• Initial Complaint

  Date:08/12/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 took place on July 22, 2022. I ordered a custom product that the company specialized in and paid $288.61. The order # is 935159. Upon receiving the product, I've noticed faults and defects having to do with the sound effects, the products individual parts, and flaws on the body of the product. I reached out and sent an email as soon as I could due to the short return policy, and had trouble getting a hold of a customer service representative. I was able to use their chat feature that was a part of the website and was promised a quick reply to my email, however I had to make a second attempt on the chat feature because I never heard anything after 3 days (the return policy time window). I was again promised the same thing and was told to send another email. As attached below, shows an email sent on July 24, 2022 with no responses to it. After four days passed, I copied and pasted the contents of the email and sent another on July 28, 2022 to which I finally received a reply on July 29, 2022. Attached is the contents of the emails and what was discussed. I've made it very clear from the beginning what I expected and what I'm looking for in terms of resolution, and in exchange, they offered a replacement product, but nothing more despite stating multiple times that I care not for a replacement. After attempting to resolve this transaction with them, it seems as if they have no interest in coming to terms with their mistake and have no problem trying to lay blame on the customer or the 3rd party shipping company. It's been over four days since the last email was sent and it seems as though their idea of resolving the issue is to not respond back and to sweep it under the rug.