AutoLightsBulbs.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] They have gotten there headlight back and in return I want a refundIf they have to go thru [redacted] to get my refund than thats what they should do not meThey made me go thru [redacted] to buy itThey got there moneyI just want whats coming to me refunded back to my cardI do not know how to deal with [redacted] or how it worksIf they don't want to give me my money back I'll just call my credit card and put a stop on the ***ment until they dispute it

To whom this may concern, On Fri, Feb 09, we received an email from the buyer that the headlights he purchased from our website were not a direct replacement for his vehicleThe customer purchased the item with SKU: which fits: [redacted] *** ES(not for HID Type) (Halogen)This is the exact item that was shipped out to the buyerBelow is the link of the item the buyer purchased:http://www.autolightsbulbs.com/2005-2006-Lexus-ES300-Headlight/K111457...⇄ On Mon, Feb 12, we emailed the buyer the RMA number and return addressThe reason we asked for the VIN is to check why it did not fit his vehicleAs you can see this headlight clearly states (not for HID Type)Thesewere for standard Halogen typeHowever, the customer never supplied their VIN number since he had purchased elsewhereAccording to our return policy the buyer is responsible for shipping and 12% restocking fee since it is now considered as no longer neededAlso, free shipping is no longer applicable to returned ordersEvery detail is clearly and publicly stated on the websitehttp://www.autolightsbulbs.com/info/shippingpolicy.aspx We received the customers return on Feb 15, and a refund was issued following the return policyThe customers total was $minus $(shipping fee paid to deliver to customers door no longer free on returned orders) minus 12% restocking fee that the factory charges on returns ($21.96) this brings us to a total refund of $The customer then emailed our company asking for his full refundSo as a courtesy we have already waived the 12% restocking fee to the buyer in the amount of $so the total refund the buyer has received as of Feb 21, is $ Please have the buyer read our return policy that is clearly and publicly stated on our website Thanks ***

Hello, The buyer claimed he had issues with the light month after his purchase yet the buyer never once emailed or called us until Tue, Jan 20, 6:pm which was beyond the factory's year limited warrantyHad the buyer notified us once within the factory's year limited warranty then of course we would have followed the factory's procedures for the limited warranty for a new replacementThe buyer is demanding a refund which is not possible as we do not take any orders directly therefore we do not have any credit card information (order was provided to us by [redacted] Wallet back on Jul 20, 2011) This case should be closed as we have tried our best to explain to the buyer that he is unfortunantely over the "Three Year Factory Limited Warranty"Everything we have done has been according to policy Thank you - Auto Lights & Bulbs

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The response although professional isn't very accurate The response says to contact them to do it through the website The reason I contacted the Revdex.com is because that option didn't work several times As stated I even left voice mail for them with no response But that is all in the past.....so to resolve this matter quicker I would hope that I can get a valid phone number to contact them This way I can hear what the discounted light would cost If more than the shipping for the other option then I would be in a predicament as driving around with one headlight is illegal So removing and then shipping the current light would not be wise as then I don't have a vehicle If I can't get a number then this will take much longer than it should If they prefer I can give them mine again and they can call me Thank you again for your time Regards, [redacted] ***

My complaint is against the merchant - Ketech, LLC, which does business as Autolightsbulbs on [redacted] , and also through a website by the same nameI have already seen their response to my complaint, which is condescending and totally misses the pointI will respond to their reply on the correct page, but please understand this is a merchant that, contrary to their reply, makes every effort to conceal their ridiculous return policyFurthermore, depending on whether you visit their website, speak with their customer service department or successfully navigate through layers of the [redacted] site to discover their return policy, the return window varies from to to daysTheir response to my complaint was "Unfortunately the customer was past our return time frame" - this has never been disputed, but they misspelled "Unfortunately" - they meant "fortunately"I have not argued that I was beyond the return window, and that is the only thing they can invokeThe fact remains that they knowingly sell poorly packaged products, require customers to pay the full price to return items damaged in shipment, and then have an arrangement with [redacted] which prevents customers from filing a damage claimFurthermore, the seller claims that they are complying with the "factory" policyI contacted the factory in TaiwanThey don't even have a policy - they wanted nothing to do with my problem, and abruptly referred me back to the sellerI am 100% certain the merchant will respond with a passionate denial, but it should also be pointed out that the merchant attempted on two separate occasions to coerce me into deleting my negative feedback from the [redacted] site by offering me a pre-paid return labelThen they changed their mind, and said they couldn't trust me to delete my feedback, and then changed their mind again several hours later, calling to offer me both a return label AND a refundif I would delete my feedback firstThis is a flagrant violation of [redacted] 's Merchant Terms of Service and has been reported to [redacted]

Hello, The very first email we received from this customer was on Tue, Jan 20, 6:pmThe customer's purchase date was Jul 20, which according to our return policy is over the factory's year limited warranty We have already replied to the customer and explained to him that we have to follow the factory's return policyWhen purchasing on our website each item has clear information that states "Three Year Factory Limited Warranty" This case should be closed since the customer is over the "Three Year Factory Limited Warranty" Thank you - [redacted] - Auto Lights & Bulbs

We do not take any orders directlyThe buyer's order was placed through [redacted] , we shipped to the exact address that was on the [redacted] order.We contacted FedEx and the FedEx representative confirmed that the resident at that exact address had refused the packagesWe have already contacted the buyer via email notifying the buyer of the shipping fees to reshipAccording to our shipping policies the buyer is responsible for any return packages back from the carrier.The buyer does not want to pay the shipping fee to reship therefore [redacted] has processed the refundSince the refund has been applied this case should be closed.Thank you,Auto Lights & BulbsKetech LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The part is CLEARLY DEFECTIVE It was defective months after purchase and still is defective to this day, even WITH accommodating its dangerous faults I, the consumer, made every effort to discern whether it was something I could correct with alternative bulbs or plugs Unfortunately, it can take a little time for them to reveal the true nature However, in EVERY CASE the headlights failed to function properly and support the standard equipment The company accepts NO REAL claim that the part is faulty This part should be recalled because it is a serious fire hazard! They continue to avoid any acceptance that the part may be dangerous I IMPLORE THEM TO RESEARCH THIS PART FOR THE SAFETY OF ALL PURCHASERS! I would demand an investigation based on the testimony of my experience I would like to be able to call others who purchased the same product Give me numbers and I will do the research and prove that being compensated is the least they could do Perhaps ALL CONSUMERS of this product should be compensated Their response is highly callous and ignores the potential safety of all the consumers of this product Regards, [redacted]

We figured out the email issue with the customer, the customer clicked the "Contact Us" link on our website: [redacted] It opens up a browser to send an email via Outlook however the customer uses the email host of Charter.net the customer did not copy and paste our email address into his Charter.net email to send us an email, which explains why we never received any emails for the customer.The customer contacted us this morning via phone that he may not need to return and will just purchase a new Right-Passenger side at a discountWe emailed the buyer back the discount information to see if the buyer would like to proceed (copy below).Either way we have already provided the RMA# on Mon, March 28, 1:pm in the original email (copy below) if the buyer would like to return or not that is entirely up to the buyerHowever we have done our best in providing the buyer with the return information and or new purchase with a discount therefore this case should be closed.Thank you, [redacted] Auto Lights & BulbsKetech LLC

The buyer's order date was Aug 30, 2016, 4:PM PT We shipped out the very next day on Aug 31, via [redacted] TRK# [redacted] & [redacted] The package was delivered and signed for on: Wed 9/07/9:amThe buyer's very first email was on Fri, Nov 11, 11:am which was unfortunately past our day return period (by over months)There is no hidden policy, our shipping and return policy is publicly displayed it clearly states we are not responsible for shipping damages once orders ship via UPS/ [redacted] or USPS, buyers are responsible for all shipping & handling costs, and no return is accepted after days of receipt of the product(s)We understand your disappointment, please take the time to read the seller or any seller you plan to purchase from return and shipping policies prior to ordering then this would not have been an issueWe too also have to follow the factory's policy, and unfortunately for this case the buyer was past the return period.We did take a lot of time to try to explain this to the buyer however the buyer chose to stick with not seeing/knowing our shipping policies when again as mentioned previously our shipping and return policy is publicly displayed for everyone to seeThank you

I also had a similar issue with my purchase on a front signal lens. They sent the wrong side signal lens. I immediately contacted the seller when they confirmed my order by email. It showed that they were getting ready to send the right side signal lens... Naturally, I contacted customer service and explained that I needed the left side signal lens (not the right side). Customer service said they would send the correct side. I was surprised when I tracked the USPS shipping # and it showed "returning to seller". So I contacted the seller and they stated that they could not ship the correct side lens until the initial order was returned. However they said that they would ship the left lens once they received the returned lens. So, I agreed that would be fine as there was no rush on the lens. Again, I tracked the order and it showed they had received the original lens back. I then called to check the status of the correct lens. They informed me that it was returned as undeliverable to the address. I explained that I gave the correct address (P.O. Box and street name) when I first ordered the lens. Now they are trying to make it appear that this is all my fault! They offered to reship the lens if I agreed to pay an additional shipping fee of $12:00 . I declined the offer and requested a refund. I then found that they credited my bank account $20.21of the $38.21... Now they state that I was charged a shipping fee and an additional 20% restocking fee. This is a complete scam as it appears that this is exactly what other customers nave experienced. They cannot be trusted. They did a great job of showing a total lack of concern and lying about how they handled this issue! They also did a great job of just stealing customers money! They won't last long with their lies, deception and shady practices.

Revdex.com:
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. For your reference, details of the offer I reviewed appear below
The assertions by the business are completely falseOur address on out *** account has been set to our current ** address for over two yearsWe did not just change it after the fact -- and they can verify this with ***I have attached a screen shot showing our *** address setting.The business claims that *** gave them the incorrect (older) addressWe have no way to verify this but suspect that it is not true since almost every other assertion they have made is false.At no point in the transaction did the seller contact us to confirm the order or verify the shipping address We would have gladly given them the correct address had they askedTheir web site DOES NOT ask a buyer for a shipping address or any other dataThey just send you to *** to pay and never confirm the transaction by e-mail. This is a shoddy, fraudulent business that takes money from internet buyers without following business practices like almost every other internet sellerThey should require buyers to create an account and enter contact data and a shipping addressThat way they would avoid shipping to an incorrect address
Regards,
*** ***

To whom this may concern, Attached is a message we get from *** *** stating we are unable to issue a refund to the buyer due to a charge back that has been filed in the full amountThe buyer only returned half of the orderso the full amount should not have been claimedThis is actually a claim, therefore due to the charge back, we are unable to refund the buyerThe buyer needs to get in contact with *** *** or her financial institution to get more information or details of this charge back claim. Since we do not handle the credit cards or ***ments we are unable to see which credit card was used or any other information.All we can see is what the customer ordered such as SKU number and ship to address. So please have the buyer contact *** *** regarding the charge back or maybe an issue with her credit card. Thanks ***, LLC AutoLightbulbs

To whom this may concern, On Fri, Feb 09, we received an email from the buyer that the headlights he purchased from our website were not a direct replacement for his vehicleThe customer purchased the item with SKU: which fits: *** *** ES300 (not for HID Type)
(Halogen)This is the exact item that was shipped out to the buyerBelow is the link of the item the buyer purchased:http://www.autolightsbulbs.com/2005-2006-Lexus-ES300-Headlight/K111457...⇄ On Mon, Feb 12, we emailed the buyer the RMA number and return addressThe reason we asked for the VIN is to check why it did not fit his vehicleAs you can see this headlight clearly states (not for HID Type)Thesewere for standard Halogen typeHowever, the customer never supplied their VIN number since he had purchased elsewhereAccording to our return policy the buyer is responsible for shipping and 12% restocking fee since it is now considered as no longer neededAlso, free shipping is no longer applicable to returned ordersEvery detail is clearly and publicly stated on the website. http://www.autolightsbulbs.com/info/shippingpolicy.aspx We received the customers return on Feb 15, and a refund was issued following the return policyThe customers total was $minus $(shipping fee paid to deliver to customers door no longer free on returned orders) minus 12% restocking fee that the factory charges on returns ($21.96) this brings us to a total refund of $161.04. The customer then emailed our company asking for his full refundSo as a courtesy we have already waived the 12% restocking fee to the buyer in the amount of $so the total refund the buyer has received as of Feb 21, is $183.00. Please have the buyer read our return policy that is clearly and publicly stated on our website. Thanks ***

Revdex.com:
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 This is because there is no proposed actionThe merchant accepts no responsibility for the problem they create, and prefers to blame the consumer and hide behind what they refer to as a "public" policyThis is ludicrousWhat is interesting is what the merchant does not dispute, which is even more offensive:1) Contrary to the merchant's assertion that their return policy is "public", this is not trueOn the *** site, there is a tab for "Returns and Refunds"The return policy is not stated under this tabInstead it says "Please refer to the ***.com Return Policy or contact Auto Lights & Bulbs to get information about any additional policies that may apply." That is not a policyThere is another tab which says "Policies." The policy does not appear there eitherSo, for the merchant to claim that their policy is not "hidden" as I have said, is ridiculousIf it appears anywhere on the *** site, it is intentionally buried where a consumer would not expect to find itTherefore, the merchant's assertion that I or any consumer should have known their policy is unacceptable. 2) I have never disputed my delay in opening the packageBut the truth is, it doesn't matter when I opened the package - their policy is still the sameThe merchant accepts no responsibility for the package or any damage after they ship it, regardless of when the customer reports a problemThe merchant knows full-well what it costs for the consumer to return an item, probably gets very few returns as a result, and hides behind their hidden policy that the customer should have known before ordering.3) Given that the merchant accepts no responsibility for the damage (they don't argue this point), the consumer should feel they have an option to file a claim with the shipperThe merchant has blocked this option, as well (they don't argue this point either) - they have a little-known arrangement with *** called a "buyout" which means *** will not accept damage claims - they are referred back to the merchant, and since the merchant has declared no responsibility, the consumer has no recourse - not with the merchant and not with the shipperThis "buyout" by the way, is not stated anywhere by the merchant, and for good reason.4) The merchant attempted on two occasions to bribe/coerce me into removing my negative seller feedback on ***.comThey said they would provide me with a pre-paid return label, but only after I removed my negative feedbackThis is in direct violation of ***'s terms of service, and was reported to ***They are performing their own investigation of this flagrant violation, as well as the underlying shipping policy and buyout deal with ***, which completely screws the consumer. Therefore, I do not accept the business's responseIt is full of lies, it ignores their unscrupulous business practices which block the consumer from any potential claim and blames everything on the consumer, relying on a completely unreasonable policy which is not found under the obvious tabs on the *** web page where one would expect to find it.
Regards,
*** ***

The customer continues to insist that our return policy is "hidden" anyone can do a quick search and see that our return and shipping policy is publicly displayed for anyone to seeThe customer did not look into the return and shipping policy until two months after receiving the order.The order was placed on 08/30/the packages were shipped out promptly on 08/31/via *** Ground TRK# *** & ***The packages were delivered on: Wed 9/07/9:amWe retain all email messages and the customer's first email contact to us was on Fri, Nov 11, 11:am letting us know the item arrived damagedThe customer did not contact us until months after receiving the order which is regrettably beyond our day return periodWe did take the time to explain this to the customer, however the customer insists we need to "stand behind our product"We do stand behind our products but we too also have to follow the factory's return policy as wellFor this case the buyer was unfortunately beyond the return period which is publicly displayed.Thank you,Auto Lights & BulbsKetech LLC

We do not take any orders directly, orders are provided to us by ***The RMA# and return instructions have been emailed to the customerBelow is a copy of the email.Thank you,***Customer ServiceAuto Lights & BulbsKetech LLC
Hello Customer, We did not know you had an issue until we
saw your
Revdex.com messageFor future reference please email any seller directly to start the
return processWe retain all messages buyers and sellers
send and we never received any emails from you. *** also never received any
email or notification from you disputing the item. We do not take any orders
directly all orders are provided to us from *** (they handle all credit card
payments/transactions)
Based on your Revdex.com comments you ordered a Pair of headlights but you are
having an issue with the Right-Passenger sideYour purchase date of Oct 15,
is beyond our day return periodHowever you are under the factory
limited warranty to return the Right-Passenger side for a new replacement
Please keep in mind the factory limited warranty does not cover shipping and
handling of $to ship out a new replacement Right-Passenger once we
receive your returnIf you do not want to deal with the return shipping and
outgoing shipping then to help you out if you want to purchase a new
Right-Passenger we can give you some discountIf you would still like to return
for a new replacement (factory limited warranty) then below is your RMA# and
return instructions
Please return the Right-Passenger with original box and original parts that
were included.Your RMA# is: ***
Return to address as below:*** *** ***
*** *** *** **
*** *** ** ***
Please include a copy of
your order or a copy of this RMA page inside your return packagePlease do not
write all over the box or on the box, simply write the RMA# next to the company
nameAll returns must be received within days of this email dateThe
factory requires all returns to be in brand new conditionIf you still have any
questions, please go to our website to check our return policy or feel free to
contact us. Thank you,***Customer ServiceAuto Lights &
Bulbs Ketech, LLC

Revdex.com:
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. For your reference, details of the offer I reviewed appear below
These people are absolutely lying....it was not in horrible condition. If it was it was because of its lack of workmanship...it was on my car for six months...I absolutely do not understand what they are talking about. How can it be in new condition if I'm using it. It still was not abused in anyway and was installed properly. It was leaking within months...I thought this was what my year warranty was for? This absolutely makes me believe there is no hope for the human race. I think this company is just trying to pull a fast one and knows no one will actually do anything about it.
Regards,
*** ***

Revdex.com:
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. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
They have gotten there headlight back and in return I want a refundIf they have to go thru *** *** to get my refund than thats what they should do not meThey made me go thru *** *** to buy itThey got there moneyI just want whats coming to me refunded back to my cardI do not know how to deal with *** *** or how it worksIf they don't want to give me my money back I'll just call my credit card and put a stop on the ***ment until they dispute it

I purchased a pair of brand new headlights expecting them to be free from defects. To my surprise the drivers side had issues. They sent me the return info that I needed. I went to mail them back and I had to pay $38. Why am I having to pay anything to return a defective item that I had nothing to do with. Now my DEAL is not much of a DEAL anymore. If I had know that this is how they conduct their business, I would have bought elsewhere. I recommend that you DO NOT purchase from them. I would have given zero stars if I could.