Complaints

This profile includes complaints for Led Factory Mart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Led Factory Mart

  1477 E Cedar St Ste E Ontario, CA 91761-8330

• 

  Led Factory Mart

  477 E Cedar, Unit E, Ontario, CA 91761

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:03/01/2024

  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 ordered some LED light for my Jeep Wrangler. I did not realize that I ordered the wrong size. I ordered a 7inch but needed a 9 inch. As soon as I got them, I emailed the company as instructed to get return information. I spoke with someone that told me would have to pass my info to someone else and to expect an email with return info. Needless to say. I have emailed and called about 5 or more times and spoken to several people with the same story, wait on an email for return info. I have yet to receive one and of course the window for returns has closed. I did not want a refund, I simply wanted to exchange them for the correct size.

  Business Response

  Date: 03/04/2024

  Hi *****************************,
  Thank you for reaching out. 
  To assist you promptly, could you share your order number, email, or the name used for the order? This information will help us quickly locate your details. Rest assured, we're committed to resolving your issue swiftly.

• Initial Complaint

  Date:01/30/2024

  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.

  Company refuses to refund defective item

  Business Response

  Date: 02/02/2024

  Dear ***************************,
  
  We sincerely apologize for any inconvenience caused during your recent shopping experience.
  
  Please be aware that our lights come with a robust two-year warranty. Should you encounter any quality issues within this period, rest assured that our customer service team is ready to assist you promptly. You can reach out to us anytime, and we'll ensure your concerns are addressed effectively.
  
  We appreciate your understanding, and our customer service has actively initiated the resolution process via email. If you have any further questions or require additional assistance, feel free to contact us.
  
  Thank you for your patience and trust in our products.

  Customer Answer

  Date: 02/02/2024

   I am rejecting this response because:
  I have contacted the company and they are refusing to refund or replace
  
  

  Business Response

  Date: 02/07/2024

  Hi ***************************,
  We empathize with your situation and are committed to resolving your issue promptly. To accurately diagnose the problem mentioned in your email, we kindly request a detailed video showcasing the issue. Rest assured, our lamps come with a comprehensive two-year warranty, and once the problem is confirmed, we'll swiftly address it for you. We understand this may cause a delay, but your assistance will greatly aid us in resolving the issue effectively. In the meantime, we recommend checking all wiring and attempting to install the faulty light on another side to troubleshoot further. Thank you for your cooperation and understanding.

  Customer Answer

  Date: 02/13/2024

   I am rejecting this response because:
  
  I'm not taking a video. I have no way to do so

  Business Response

  Date: 02/15/2024

  Hello,

  The first point is that the customer needs to provide a video to show the problem with the lamp, otherwise we cannot judge the problem with the lamp, or some pictures are also fine, as long as the problem with the lamp can be shown.
  The second point is that customers need to check whether the wiring of the lights is wrong.
  The third point is that customers can test the plug via electroprobe if you have it. To check and confirm if there is power going through.
  Customers need to provide proof that there is a problem with the light. If there is indeed a problem with the lamp, we have a two-year warranty and can provide a replacement.

• Initial Complaint

  Date:01/28/2024

  Type:Service or Repair 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.

  On 12/13/2023 I ordered led headlights with halo ring. This was a Christmas present so I installed just after the new year. After installing the headlights and turning them on. One of the halo lights did not work properly. It was barely light up. I tested all my connecting with a volt meter. Even ran a wire striated from the battery. I sent the company an email asking for a replacement. I even attached a picture showing how dim the halo light was. I also asked for a refund for brackets I bought that I didn't need for my jeep. They have been giving me the run around since my initial email. They are asking for a video as proof that it doesn't work. I just took a video and will be emailing it today. As far as the brackets go they suggested I try to sell them to a local auto shop instead of showing me to rotten them.

  Business Response

  Date: 01/29/2024

  Hi ***********************,
  Thank you for sharing your feedback.
  
  Per our policy, replacements or returns can be processed within 30 days of receiving your item. As there is a return shipping fee, we suggest considering reselling the Headlight Bracket Ring. However, if you prefer a refund, we are happy to assist.
  
  For headlight concerns, please be at ease. Our lights come with a two-year warranty. Once an issue is confirmed, we'll promptly arrange a replacement to ensure your satisfaction.
  
  Thank you for your understanding and cooperation.
  

• Initial Complaint

  Date:01/22/2024

  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.

  I ordered a set of Tail lights for my vehicle( $408.00) I ordered them on the 01/05/24, Never received a shipping email, received light on 01/15/24. Installed on 01/16/24 and one of the sequential turn signal did not work( passengers side). I reach out for a RMA to return old and have then ship me new lights, but that has not happened, I was told they need a video of failure, I provide that video, Now I am being told it has to go to there engineering department, and the latest is they send me a video showing me how to I should pull the connection apart and move the prongs. This is absolutely ridiculous I have called several times, no answer Gone through several emails and still only response is they keep stalling. This is the worst customer experience I have had in my entire life, to sell something online and not warrant the return on a defective product is crazy. At this point I want a refund as I have no faith that this companies warranty claims are not true, they will not warrant their product and give you a complete runaround.

  Business Response

  Date: 01/25/2024

  Dear ***********************,
  
  We sincerely apologize for any inconvenience caused by your recent shopping experience. Your satisfaction is our priority, and we regret any inconvenience you've faced.
  
  Our lamps come with a comprehensive two-year warranty, and we are more than willing to provide you with a replacement if your lamp experiences any quality issues.
  
  Understanding that the complexity of the lamp you purchased may require detailed troubleshooting, we appreciate your patience. Our technicians may request detailed videos and conduct some inspections to precisely identify and address the problem. We understand this might be time-consuming, and we sincerely apologize for any inconvenience it may cause.
  
  Please be assured that our customer service team is actively working to resolve your issue. If you have any questions or concerns during this process, feel free to reach out to us at any time. Your satisfaction is of utmost importance to us, and we are dedicated to ensuring a positive resolution.
  
  Thank you for your understanding and patience.

  Customer Answer

  Date: 02/16/2024

   I am rejecting this response because:
  
  

  Hello,  I have not updated you with in the 5 days as this company has been going back and forth with me with emails.  This complaint should not be closed as I have not had a resolution.  there have been 28 emails going back and forth regarding the defective product( car taillights)  I have tried to call and just receive stall tactic referring me to email again,  I have tried to escalate and get nowhere.

  I just receive the replacement product yesterday and that product is defective as well,  there should be an inline resistor and it is not there.  At this point I am out over $400.00 and do not have a fuctional product.  I have requested refund which goes unanswered.  and now have 2 defective light as they have not provided a MRA ( merchandise return authorization) 

  This companies customer service is terrible, quality control is terrible. They take you money and drag issues out hoping you will go away.

  Please let me know if you need pictures or videos of the defective products.  I feel they should not be allow to sell to US consumers as they do not care about taking a persons hard earned money and giving them defective products in return.

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

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

  
  

  Business Response

  Date: 02/21/2024

  Hi ***********************,

  We apologize for any confusion. The light you originally purchased has since been upgraded. The current version features a built-in resistor, unlike the previous model which had a separate resistor. Rest assured, the replacement light we've sent you will function properly once you connect it with the original resistor. Please give it a try and let us know how it goes. Should you encounter any issues or have further questions, don't hesitate to reach out. Your satisfaction is our top priority.

• Initial Complaint

  Date:01/19/2024

  Type:Order 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 motorcycle fairing lower grills with turn signal back in Feb 27 2023. Had 2 year warranty. The part was defective - motorcycle is with dealership. Contacted LED 12/15/23 and was informed the replacement was to be shipped within 48 hours. Was then informed Id have to pay $25 shipping cost which I paid on 12/29/23. It is now more than a month later and they continue to say they have to speak to their warehouse and **** be shipped within 48 hours. I have received nothing.

  Business Response

  Date: 01/22/2024

  Hi *****************,
  We apologize for the delay in sending out the replacement as the previously replaced item was out of stock. We understand the inconvenience this may have caused. Rest assured, we have now arranged for the replacement to be dispatched. 
  Below is the tracking number for your replacement: YT2402021272096531. You can track your parcel's progress here. 
  *************************************************************
  Thank you for your understanding.

  Customer Answer

  Date: 01/22/2024

   I am rejecting this response because:
  

  Please note that I requested a full refund due to the 100s of emails back and forth with this company and had no choice to contact the ************************** who has possession of the motorcycle and had them order the part from another vendor.  So now I have to pay for this part that was ordered by the vendor.

  I would like a full refund for the part.  This was requested back in the beginning of December and it has been over a month.  I was never informed the part was out of order.  Would like a full refund or refund for the part I had to purchase.  You can confirm I had to purchase this part from another vendor by contacting the Harley ******** in ******** ** at ************.

  Not to have this part is a violation of *** VTL - *** violation and my bike would not pass inspection due to not having this part.  I had no choice but to order this from another vendor.

  We have yet to receive the part - and the tracking number indicates it is still in ******.

  
  

  Business Response

  Date: 01/24/2024

  Dear *****************,
  
  We appreciate your reaching out to us. As per our policy, items can be returned or replaced within 30 days of receiving your order. However, since your order is almost a year old, we regret to inform you that we are unable to process returns or refunds at this time. We apologize for any inconvenience this may cause.
  
  On a positive note, our LED lights come with a two-year warranty. If your item is within the warranty period, we would be delighted to provide you with the necessary warranty services.
  
  In the meantime, we want to assure you that the replacement item is currently in transit and will be delivered to your address soon. We kindly ask for your patience for a few more days.
  
  Once again, we apologize for any inconvenience and appreciate your understanding.

• Initial Complaint

  Date:01/07/2024

  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.

  On Nov 29 2023, I sent a request to LED factory mart on asking about features on a model headlight i was interested in purchasing during the black Friday sales. The model is SKU: SP-CL801, I wanted to know the 9" *** halo headlights also had daytime running lights and turn signals. It did not say it in the description but many models have it. On Nov 30 2023, ************************* responded that these headlights did indeed have the DRL's and turn signals. He asked my year make and model vehicle to ensure they would fit my Jeep. I replied on Nov 30 with my vehicle info and suggested updating the description for other to know. On Nov 30 2023, I bought the model headlights we discussed because I was told they had all the features and options I wanted. I received the headlights on or around Dec 9 2023. The lights were not as described and I sent an email to ************************* on Dec 9 2023 explaining the lights were not as described by him. On Dec 11 2023, he replies and tells me the white halo can be used for DRL or I can purchase another model with the features wanted but I will lose the *** colors. I requested a full refund to include shipping. On Dec 12 he says i need to take pictures of the items and send it back at my cost because their returns service is down and i will be returned the shipping cost via a gift card. On Dec 16 2023, I requested to speak with a supervisor to get this handled and was told the supervisor was on holiday. On Dec 23 2023, I sent the items back at my cost to get the process moving and at least get my money back for the headlights. They received the headlights on 1-2 **** and on 1-4 a credit was issued for $220.73 the cost of the headlights but not my return shipping costs. I have written numerous email requesting my shipping costs be refunded, I have been offered a store credit (which i don't want) an attempt to refund my CC if i would send them y CC info by email (which i wont do because its unsecured) or PayPal which don't use. Still owed $35.18

  Business Response

  Date: 01/08/2024

  Hi ***************************************,

  Sorry to bring you a bad shopping experience.
  We have checked your communication record with our customer service. We are happy to refund the shipping fee for you, but you do not have Paypal. We currently cannot refund the shipping fee to you through your credit card. We can only refund the shipping fee through Paypal.
  Maybe you can provide your family member's paypal account, and we will refund the shipping fee to you through this paypal account.
  Hope you can understand any inconvenience caused to you.

  Customer Answer

  Date: 01/09/2024

   I am rejecting this response because: I do not use PayPal nor does anyone I know use PayPal. It's not secure and in the past when I used it I was hacked twice. I requested an RMA for my return from LED Factory Mart but I was told their system was down. Why can't you credit my credit card? This makes no sense to me, you already refunded the purchase on my credit card so you can obviously credit money to my credit card.  This entire debacle has not been through anything I did wrong. I was given wrong information from a representative of the company. I should not have to jump through hoops or file complaints to be refunded my money. I didn't use PayPal to purchase the item, I didn't use PayPal to pay for return shipping. I not purchasing anything else from LED Factory Mart. 

  Credit my credit card or send me a **** gift card. That's fair and appropriate. 
  

  
  

  Business Response

  Date: 01/18/2024

  Dear ***************************************,
  
  We appreciate your communication and regret any inconvenience you've experienced with your recent purchase.
  
  To expedite the resolution, we're pleased to offer a refund of the $35.18 shipping fee. However, we understand your concerns about providing sensitive information. If you are uncomfortable sharing your bank card number, we completely respect your decision.
  
  To provide an alternative solution, we can process the refund via PayPal. If you do not have a PayPal account, setting one up is quick and secure. Once you have a PayPal account, please share the associated email address with us, and we'll promptly arrange the refund.
  
  We understand the importance of safeguarding personal information and want to assure you that we take security seriously. Your understanding and cooperation are greatly appreciated.
  
  If you have any questions or need further assistance, please don't hesitate to reach out.

  Customer Answer

  Date: 01/28/2024

   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.

  I will give the business my Debit Card information, even know they already have it since they refunded my original purchase to it already, to have the return Shipping fee of $35.18 refunded. This was what I was asking for from the beginning but was continuously denied by the company. 

  Capital One 

  Mastercard Debit

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

  exp 06-2027

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

• Initial Complaint

  Date:01/07/2024

  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.

  Placed an online order on Dec 25 2023 for demon eyes headlights. Have been in contact with the company (***************************) about my order. Continually getting the run around about product didn't meet standards and as soon as replacements were available the lights would be sent. Finally, just requested a refund but haven't received it. On their website it states the lights are in stock. Since the lights were purchased, their website always says te lights are in stock. I just want my money back. I have no documents to upload since it was bought online. The money for the lights came out of my account on Dec 15. My order number is *****. I contacted the business by phone but just got a recorded message.

  Business Response

  Date: 01/08/2024

  Hi *********************,

  Sorry to bring you a bad shopping experience.
  We will conduct product testing before shipment to ensure that there is no problem with the product.
  When we sent your items, we found that there was a problem with this batch of items. We have arranged to return them to the supplier, so we are temporarily unable to arrange delivery for you.
  A few days ago, our new batch of items has arrived, and we will arrange delivery for you, but you insist on canceling the refund. At present, we have arranged a refund for you.
  Hope you can understand any inconvenience caused to you.

  Customer Answer

  Date: 01/09/2024

   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.

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair 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 ordered 2 front and 2 back doors online for my Jeep Rubicon from LED Factory Mart. Over $700 was paid for this Order #*****.I received the doors 12/27 and filed a quality complaint on 12/28. I emailed video of rust stains on my brand new front and back doors. Rust is considered damage as its not in new condition as I purchased.I have been going back and forth over email asking for LED Factory Mart to provide me a way to return my doors. LED Factory Mart offered me $15, then $25, then $50 credit for me to keep the doors and repaint them. I indicated that credit wasnt sufficient for materials and for me to hire someone to perform labor and countered with $150 credit, which they have refused. LED Factory Mart is now refusing to refund the doors back, and I have asked for a full refund or replacement since the damage exceeds the proposed refund amount. The damage of rust to my brand new doors have been have acknowledged via email by offering me a refund to repaint the rust. My original request was for LED to replace the doors, but they keep insisting on giving me a refund instead. The website indicates I have a right to return with LED to pay for shipping due to my parts being damaged. At this point I want a full refund or replacement since the amount of refund they keep offering is not enough to cover materials and labor to hire someone to paint the damage on the brand new doors.

  Business Response

  Date: 01/13/2024

  Dear ***********************,
  
  We apologize for any inconvenience you may have experienced during your shopping with us.
  
  Upon reviewing our communication records with our customer service team, we acknowledge that we engaged in discussions with you regarding compensation. As a resolution, we agreed to refund $150 to address your concerns, and this amount has already been processed and refunded to you.
  
  If you have any further questions or if there's anything else we can assist you with, please feel free to let us know. We appreciate your understanding and value your satisfaction.

  Customer Answer

  Date: 01/16/2024

   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.

• Initial Complaint

  Date:12/28/2023

  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 ordered a grill from LED Factory Mart for my ****** tacoma. They sent me a completely different grill then I had ordered, emailed them aswell as reached out to their ******** chat and received minimal responses back telling me they would look into it. Tried calling and the line is always unavailable

  Business Response

  Date: 12/28/2023

  Hi *************************,

  We need to confirm with the warehouse about the wrong item.
  Sorry for the delay in replying to you.
  At present, we have confirmed with the warehouse that the wrong item was sent, and we have arranged to send you the correct item today.

  Customer Answer

  Date: 12/29/2023

   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.

  They have given a more then suitable solution to the problem. 

• Initial Complaint

  Date:12/08/2023

  Type:Delivery 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.

  1.Ordered online. No confirmation of product.2. Sent email and was told not in stock but will have in a couple of days.3. Next email sent asking status. 4. Reply was in stock at warehouse and to wait for shipping info.Still no info, no product and no response

  Business Response

  Date: 12/12/2023

  Hi *******************,

  Sorry for the delay in shipping.
  
  We always check the products for any issues before shipping to ensure they are in good condition.
  When we arranged to send your item, we found that there was a problem with this batch of products, and we have arranged to return it to the supplier.
  
  A new batch of items was delivered on December 7th. We immediately arranged to send it to you at that time.
  This is tracking number ************, fedex.
  For more shipping details, please check the link here? ********************************************************************************************
  Please feel free to contact us if you have any more questions.