Platinum Led Lights Reviews (%countItem)
Platinum Led Lights Rating
Address: 1501 E 2nd St, Sanford, Florida, United States, 32771
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I purchased originally ordered the platinum bio 450 which was out of stock I then upgraded to the Bio 600 which was able to be delivered sooner. I was able to use it fully twice then the lights would shut down mid session then subsequently from the start of a session. It would stay on as it should in every attempt and within 3 days of trying to use it I called and emailed. I ultimately spoke to Tom, he asked me to take a video of what the unit was doing and send it to customer service I did so and up loaded video footage from different occasions where it just shut down in the onset of a session. I ultimately got a response by email as well, I responded and sent what Tom advised which was to also send a picture of the serial number in anticipation of what customer service would request. I had to travel out By that Friday and could not wait for any more correspondence because they were slow to respond and I couldn’t travel with a faulty unit. I took it upon myself to pay to return the unit and request a full refund due to the unit being defective especially since I just received it. The only other communication I received since outside of the email and several attempted phone calls was an email that stated they were in the process of review.
Subsequently I was issued a partial refund keeping a 20% restocking fee. I requested a full refund due to the unit being defective, this was not a voluntary return it was a return and refund because I received a defective unit. I had no time for a lot of slow back and forth correspondence just in hopes of receiving a functional unit because time was of the essence due to my travel schedule. I should have been under the refund warrantee since I only had the unit a week which is why I couldn’t risk getting back in town too late for me to resolve this issue any other way.
The customer emailed us stating that there was a malfunction of her light and sent us a video of her alleged problem. However, the video showed the light to be working as normal. We requested more information and she would only send us the single video showing the light working as normal. At the same time, we sent her elective return instructions if she wished to make an elective return. Without warning, the customer shipped the light to our elective returns center and demanded a full refund. Upon receiving the light, it was inspected and it was found that there was indeed nothing wrong with the light. As such, the return was treated as an elective return and the correct refund was issued minus the standard restocking fee as is listed both in our return policy and the elective return instructions that were sent to the customer.
This is a case of a customer attempting to circumvent the return policy by claiming a malfunction of a product. Customer was completely aware at all times of the return policy and attempted to circumvent it. The correct action was taken and this matter is closed.
On Monday, December 9, 2019, I ordered a red light therapy light as a Christmas present. My credit card was charged, I received confirmation that the order was received, and was told I would be notified when the shipment was sent. I had not heard anything regarding shipment, so I contacted the company on December 17, 2019 and asked how to cancel my order, as it had not yet shipped. Within an hour, I received a response that my order had indeed shipped, but there was a backlog on entering the shipping information into the database. By December 21, 2019, there was still no shipping information attached to my order. I contacted the company and asked them to please cancel my order. Two days later, the company responded that the order would be shipping this week, but they would cancel and refund my order immediately if I wish. I again responded to cancel my order. I was then told that they would attempt to cancel the shipment, but could not make any promises. I received the light on December 31, 2019. I called the company and asked how to return the light and was told I would have to pay for return shipping and 20% restocking fee. The rep I spoke to said he could not waive the fee and to send an email to the support team. I emailed the support team and asked to waive the fees, as the order should have been cancelled. The support team has not responded to me.
Hello..
The customer was informed that due to the high volume of shipments at the time, that the shipment was unable to be stopped. The shipment was delivered to the customer as promised. The customer is free to return the light, but the restocking fees are mandatory.
Complaint: ***
I am rejecting this response because: As documented in my emails, I attempted to cancel this order twice (12/17/2019 & 12/21/2019). The company said they would cancel it (12/23/2019), then refused citing the item had shipped (12/24/2019).
Sincerely
Complaint: ***
I am rejecting this response because:This is the same response over and over and still does not address the lie I was told to prevent me from cancelling my order.
Sincerely
Hello..We are indeed very sorry that the customer had an unfavorable experience in this transaction, but restocking policies are firm and we are unable to alter them. We deal with extremely high value electronics and these types of protections are standard in the industry as there are many costs involved with diminished values of equipment, warehousing, shipping, receiving, etc. This is why we urge customers to be very careful when placing orders. Had the customer truly wished to not keep the light, it could have simply been refused for delivery. However, the shipment was fully received by the customer and now is a used, opened unit.
I hate to complain. This has been a very ugly dispute so I'll keep it short. I purchased a light in January of 2015 and in March of 2016 I complained about the light being problematic. The only reason this light was purchased, over others at the time, is because they boast a 5year warranty. The company has never wanted me to ship the light back to them to be fixed. They have always done whatever they can, to get me to fix the light by myself. They first sent out replacement switches, which I replaced, because it seemed easy enough. After replacing both switches, I mentioned that there was still an electrical humming sound taking place, but not as much/loud as before. Not long after replacing switches, the same thing happened again, this time, the inside of the unit had a black burned connection leading to one of the switches that were replaced. I have asked repeatedly to replace this light, because I have always felt it was defective. In my mind, this light could have burned down the location it was at. The fear of this light burning and setting things on fire is a real fear to me. I have asked for a replacement, repeatedly. What I got in return was the company telling me that my light is not under warranty. That my light only came with a 3year warranty and not the 5year warranty. I do not want this light fixed. It has not been used much because it has caused so many issues and the fear of fire is real to me. I have mention this to the company several times, and they ignore my request as though I know not what I speak of. This light need to be replaced, not fixed. They are waiting for my 5year warranty to expire, and I will not let that happen. Provided is a link to their website in march of 2015, after I purchased my light. It clearly shows the company boasting a 5 year warranty. They do not want to believe me when I say this light needs replacement. https://web.archive.org/web/20150205232541/http://platinumgrowlights.com/
Hello..
The customer purchased this specific item in January of 2015, which is now 4 years and 9 months ago. The type of unit that the customer purchased was a previous generation of light that carried a 3 year warranty at the time that the customer purchased it. In late 2015, we released a newer model of light and changed the warranty to a full 5 year warranty. However, the warranty period at the time the customer purchased this light AND the type of light he purchased carried a 3 year warranty. As such, the unit that the customer has is indeed out of warranty period. Nevertheless, we have always tried to help this customer by supplying any parts or service that we can offer. The customer is wanting a free light out of this situation and we are not willing to give away very expensive goods. We will continue to support this and all of our customers to the best of our ability.
We have responded to this complaint and the matter is now closed. This light is indeed out of warranty and more than this, is fully functional.
Complaint: ***
I am rejecting this response because:Why am I still going through this back and forth with this company. I provided pictures and websites to prove, the website, at the time of purchase, offered a 5 year warranty. The company clearly states the light has a three year warranty. The company, at no point, gave me the opportunity to return the light for them to inspect for themselves. Even though I told them, as soon as I tried to fix it myself with the switches they sent, that it still made "an electrical buzzing sound". Which meant it still wasn't working as it should have been working. They have made no effort to fix this light themselves, though they offered a "complete warranty". Even though I clearly have shown the "white light" fixture they say has a 3year warranty was being sold and advertised as having a 5year warranty. The number one reason I purchased this light from this company, is because it came with a 5year American made warranty. This is supposed to be an American made product. You would think they would take pride in their product. They have done nothing to honor their warranty, other than to send out replacement parts. Other companies clearly state that they will do "exactly" that, after a certain point in one's warranty claim. This company claimed to provide a "complete warranty" and has never even seen the light from the day they sent it out from their facility. Moreover, they have the audacity to say "and more than this, is fully functional" when they have never even taken a look at the light themselves. They have provided no proof over the proof I have provided, yet, we are still going back and forth. They give one or two sentence answers, and that is good enough for me to have to have to continue to deal with their blatant lies. They, in their last response, blatantly lied. How can they say the light is fully functional? Revdex.com, that, in itself should let you know what type of company you are dealing with. They will say anything, because they feel you will judge this matter in their favor. I have asked for nothing but what I paid for. You know why I buy Levi jeans, their warranty. I seek out companies with good warranties, because in this world of sub-par products, I am loyal to the ones that know their product is worth it. I choose to pay a premium for products with good warranties. I do this because most of everything out there being made today, is trash. They fooled me into thinking their company believed in their product. The light I received was not even completely "American made". They purchase the lights themselves from China. If you look at the picture provided in this message, you see they paid $53.00 for the lights, did whatever, then turned around and sold them for $659.00. Then, they act as though they can't fix a defective product when they come across one. Please! This is not what I paid for. I paid for quality in their warranty, which I have yet to receive.
Sincerely
Their 60 day "money back for any reason" guarantee includes a 20% restocking fee and that the customer pays for return shipping. These lights are HEAVY and shipping is expensive. These details are only noted if you click on the returns page. Very misleading. They must make a fortune on the restocking fees and refusing to accept warranteed returns (based on the other reviews. Avoid this company!!!!
We have purchased 21 lights from Platinum LED in 2017, model P1200. Months later, into 2018, the first 3 lights went bad. A strip of lights became faulty at the same place in all three lights. We contacted Platinum LED and it took them months to replace one of them. Since 2018 we have been exchanging emails and phone calls with them. They kept asking the same questions and information over and over (picture of the code label of each light and shipping address). We provided the information several times but Platinum LED never finalized the process of the lights replacement. Up to today, 03/08/19, we have 9 faulty lights that need to be replaced. Their warranty is of 5 years, no question asked. It's listed on their website under their warranty section (www.platinumgrowlights.com/warranty).
February 2019 was the last month we attempted to have the lights replaced. There has been little response via email from the company. We have engaged Revdex.com hoping Platinum LED will make things right and end this situation. We already know they refuse to honor their warranty, so we are requesting a full refund so we don't need to deal with them in case the remainder of the lights go bad.
I encourage every customer that is going through a similar situation to contact Revdex.com and document your case with them.
I bought a red light therapy device from the company for 750$. Was told the device came with 60 day money back trial, I contacted the company after 2 weeks saying I wasn’t happy with the device and would like to return the item. I was told in email the device had to be in working order to be returned. When I received the light from platinum the sunglasses they sent were broken in the box as the the box was too large and parts were moving around, I was told via email that the broken glasses would not effect my return. After sending the perfectly good working light back to the company I am told they will not return it (saying it sounds broken) although they never opened the box to inspect, and I was told they absolutely will not return it simply because I shipped it back in a competitors box. I shipped it in a different box because it did not fit well in the original box and I wanted it to be in working order when it arrived at platinum. I was then told by the owner of platinum that they would have refunded me if the light was broken, but absolutely will not refund me because of the box I sent it in. So they lied to me in email, they won’t refund a perfect working device because of a box, and failed to provide any legitimate testing of their product in the first place with originally prompted the return. Now platinum will not provide me any information about the light being sent back to me, so I have no refund and no light. They have essentially stolen 1,500$ from me and I have it all in email.
Hello!
Our return policy on our website clearly states that the product must be returned in its original condition and in its original packaging or it will be refused and sent back. The customer attempted to return our product in a competitors box which is clearly not our original packaging as specified and he was made aware of this from the beginning. The customer was immediately notified of the return policy violation once the product was received at our returns center and the package was shipped back to him.
We have maintained very clear, professional communication with this customer in spite of vulgarities and threats over a very simple case. The customer is in full possession of the product at this time with FedEx tracking provided.
Complaint: ***
I am rejecting this response because: I do not have possession of the item and I have not been given any tracking information at all. The return policy says nothing about an original cardboard box. Again, very clear, I have not been given any tracking information and do not have possession of the item.
Sincerely
Hello!
The direct *** tracking number for the return shipment to Mr. is: https://www.***.com/apps/***track/?tracknumbers=***
Mr *** is full possession of the returned merchandise sent back from our returns center as per the tracking.
Our complete and very explicit return policy can be found directly on the website at the footer of each page or at this direct link: https://platinumtherapylights.com/pages/warranty
The full and exact text that we are referring to is: When returning a non-defective product, the customer is responsible for all costs relating to shipping the products back to PlatinumLED. International shipping charges are non-refundable. Products
must be returned in their original packaging with all included accessories or the shipment will be refused by the warehouse . A refund will be issued after the product is received and inspected by PlatinumLED for damage or missing
accessories. If the returned light is damaged in any way or returned in un-sellable condition, the shipment will be refused/returned to sender. Refunds are processed back to the payment method used in the original order. A 20%
restocking fee will be assessed on any elective returned purchases.
As you can see above, we clearly list that the items "must be returned in their original packaging". This is very clearly stated.
Once again, this is a very simple open and shut case. The customer did not follow stated returns procedure and was aware of them. The return was subsequently rejected and returned to the customer. The customer is now in possession of his originally ordered item.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, I want to make it clear the owner of this company told me himself, over the phone, that he would return a broken light over a working light shipped in the wrong box. Great business plan. I hope that someday, someone gets this information and does not support this guy.
Sincerely
Company requested photos and serial numbers for eight broken LED panels and promised to repair or replace all broken panels since company advertises a five year warranty on all products. All requested info has been submitted at least a dozen times over the past 60 days and I have received zero communication since submitting any and all requests. Companies owner and manager have actually blocked my phone number because they refused to honor their warranty and do not want to hear for me anymore. The Revdex.com and legal action are the only channels I have left to resolve this issue.