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.

close

Find a Location

Led Factory Mart has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/03/2023

  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.

  Waiting on my order which I got a delivery date and time but say *** havent picked it up

  Business Response

  Date: 11/04/2023

  Dear ***********************,
  Hi ***********************,

  We hope this email finds you well. we wanted to provide you with an update on the status of your recent package shipment. We understand that you may be concerned about the lack of updated logistics information for your order, and we want to assure you that we're here to address any questions you may have.
  
  Currently, it appears that the logistics information for your package has not been updated as expected. We sincerely apologize for any confusion or inconvenience this may have caused. The delay in the update of the logistics information is due to the logistics provider's processing timelines, and we understand how important it is to stay informed about the whereabouts of your shipment.
  
  Please rest assured that your package is in transit and is being handled by our trusted logistics partner. While the tracking information may not have been updated immediately, it's important to note that this delay in information does not necessarily reflect any issue with the delivery process itself.
  

  
  

• Initial Complaint

  Date:10/28/2023

  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.

  Shipped to me missing parts Its been 5 weeks now and no replacement or refund. Just keep getting excuses from seller. Tried to return but tells me to be patient.

  Business Response

  Date: 11/01/2023

  Thank you for your response and for your understanding as we work to address the issues you've faced. Your satisfaction is of utmost importance to us, and we are committed to resolving any problems you've encountered.
  Dear *********************,

  We are pleased to inform you that we have taken swift action to address your concerns. As per our previous email correspondence, we have sent you a replacement letter with the tracking number YT2329321272046282. You can track the shipment's progress by following this link: 
  *************************************************************
  
  In addition to sending the replacement, we have processed a refund of $20 as a token of our apology and goodwill for any inconvenience caused.
  
  We hope that these actions demonstrate our commitment to providing you with a positive experience and a satisfactory resolution to the issues you've encountered. If you have any further questions or require additional assistance, please don't hesitate to reach out to us.
  
  Your feedback and satisfaction are highly valuable to us, and we look forward to serving you better in the future.

• Initial Complaint

  Date:10/09/2023

  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.

  My order processed on December 1, 2022 for LED headlights for my jeep through LED factory Mart they have a two year warranty and one of the headlights is no longer working on the low beam side. *** contacted them through email and I am continually getting the runaround that they have to be taken out and tested for the other side. I sent them a video showing the problem. I also explain to them that I had them professionally installed and that cost me over $200 and now theyre wanting me to go back and have the guy take the one out and test it The reason I had them professionally installed is because I am unable to do it because the grill of the jeep has to come out so that the headlights can be installed. I dont have the tools to do that nor the time every time I reach out to him all I get is they have to be tested with the video I showed, how one side worked fine, but the other side does not work . I did call them and as I was explaining to them what was going on and the problems that I was having with the email conversations they abruptly hung up on me and as I tried to call back it just said that they were unavailable. this is got to be the worst customer service in the world, Im at my **** end I spent over $200 on the product itself actually 260 and I had to pay over 200 to have them installed. I thought I was getting a quality product but its obviously not. All Im wanting them to do is warranty the headlight and send me another replacement headlight. I will send them theres old one back if thats what they want but this is getting very very frustrating.

  Business Response

  Date: 10/16/2023

  Dear *******************,
  
  We hope this message finds you well.
  
  We want to express our appreciation for your patience and understanding during our recent email correspondences. Your time is valuable to us, and we genuinely regret any inconvenience that *** have arisen during our communication.
  
  We have reviewed our email records and can confirm that our customer service colleagues were focused on pinpointing the exact nature of the issue you encountered. Their intention was to provide you with the most effective and accurate solution, and they did not anticipate that the process would take up a significant amount of your time.
  
  We understand the importance of timely communication and issue resolution. Rest assured that we have followed up on the matter via email and are eagerly awaiting your response. We are fully committed to resolving your issue promptly and to your complete satisfaction.
  
  If you have any questions, concerns, or require further assistance, please reply to our email, and we will continue to work closely with you to ensure that your needs are met.
  
  Once again, thank you for your understanding, and we look forward to assisting you further.
  
  Warm regards,

• Initial Complaint

  Date:10/09/2023

  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 October 2nd I placed an order for headlights. Their business states they will ship out within ***** hours. On october 4th when I received no further communication on my order I reached out and received an email stating my product didnt pass inspection and I needed to just wait a few days and they would rush my order out. Few days came and went on October 9th I reached out again and AGAIN by email I got the SAME automated computer response as before. Its now been 7 days the item has not shipped and no idea when it will ship or arrive. I only purchased from them based on their advertising at how soon they ship out and there been no communication on their end on their own stating any issues or what is happening. I also tried reaching out by phone numerous times only to be directed to voicemail only and have left a message with no call back. I am at the point to escalate this with my credit card company and like a refund back!

  Business Response

  Date: 10/16/2023

  Hi *************************,

  Sorry for the inconvenience.
  We have arranged a refund for your order.
  If you still have any question, please be free to contact with us.

• Initial Complaint

  Date:10/05/2023

  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 some headlights from LED Factory Outlet because they said easy plug and play. When the package arrived it looked to have been previously opened as it had extra package tape, no instructions were included and multiple different wires. When I reached out to the company they sent me very basic ********* instructions that did not describe wiring requirements. Then asked for video on how I installed but I cant install without the instructions. Have been emailing numerous times for a refund and getting no response to refund request. **** never use this company again and strongly encourage others to jot buy from here either.

  Business Response

  Date: 10/08/2023

  Dear **************,
  
  Your patience is greatly appreciated, and we sincerely apologize for any inconvenience this may have caused.
  
  We have been actively working on resolving your issue via email correspondence. Please be sure to check your inbox for our latest email response, as it contains the information and assistance you need to address your concerns.
  
  Once again, thank you for your understanding, and we look forward to assisting you further and providing you with the best possible service.

• Initial Complaint

  Date:10/03/2023

  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 purchased some lights and theyre defective. I try reaching out to the company its been three weeks and no one is getting back to me an email or by phone basically I feel this is a fraud and they stole my money.

  Business Response

  Date: 10/08/2023

  Dear ***********************,
  
  First and foremost, we want to express our gratitude for your feedback and your understanding regarding our previous delay in responding to your emails. Your patience is greatly appreciated, and we sincerely apologize for any inconvenience this may have caused.
  
  We are pleased to inform you that our colleagues, who were away for study purposes, have returned, and we have been actively working on resolving your issue via email correspondence. Please be sure to check your inbox for our latest email response, as it contains the information and assistance you need to address your concerns.
  
  Your satisfaction is our top priority, and we are committed to ensuring that your problem is resolved to your complete satisfaction. If you have any further questions or need additional assistance, please do not hesitate to reach out to us. We are here to support you every step of the way.

• Initial Complaint

  Date:09/15/2023

  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.

  My husband bought some headlights from LED Factory Mart in June for my birthday to go on my Jeep Wrangler. Within a few weeks after installation one of the headlights stopped working. He was asked to take videos of the headlight not working and send it to them which he did. He was told that a part would be sent out that should correct the problem. It is now almost the end of September and still no replacement part and not only that he received an email last night telling him that he will need to pay $25 for shipping of this replacement part?? This issue is their fault, not ours. Their headlights are faulty and they should not be asking my husband to pay shipping for a replacement part. If it were up to me I would have returned these lights a long time ago and purchased a new set from a more reputable company who stands behind their products. I will never purchase anything from this company in the future and I will advise everyone that I know not to purchase from them either.

  Business Response

  Date: 09/18/2023

  Hi ***********************************,
  Thank you for contacting LED FACTORY MART. We are here to help you to solve the issue.
  Could you please provide us with your order number, email address, or complete name you used when placing the order? It will help us to check the order details for you. Thank you.

• Initial Complaint

  Date:09/08/2023

  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 a product from this business on 23 Aug 2023, and received confirmation on 24 Aug 2023. I then received notification of shipping the next day. Its been nearly two weeks since, and the tracking number directs me to ****** which says they have yet to receive the package. Ive repeatedly contacted LED Factory Mart for information and continue to get canned responses. According to them, ***** hasnt updated the tracking information, and on a second inquiry, my package has been held due to inspection. It is of my opinion that neither of these excuses are acceptable. Their replies are exactly the same wordage in all of their responses. I have a suspicion that this isnt a legitimate U.S. company. Internet earaches further my speculation, as others have the same dissatisfaction as I do. The BBB rates them as an F, as you are aware. My requests for being refunded have been fruitless and I have nowhere else to turn to. This isnt as much as the money, but more so the poor business practices. Thank you for your time and what you do.

  Business Response

  Date: 09/08/2023

  Dear *******************,
  
  We sincerely apologize for the inconvenience you've encountered during your recent shopping experience. Your feedback is invaluable, and we're committed to making things right for you.
  
  We're pleased to inform you that after close communication with our logistics provider, we've successfully intercepted your order and arranged for a refund. You can expect the refund to be processed shortly.
  
  To express our regret for the inconvenience you've faced, we'd like to offer you a 15% discount on your next purchase. You can use the code LFM15 to avail of this discount when making your next order with us. We hope this helps make your next shopping experience with us a more positive one.
  
  We've also shared your feedback with our logistics department, and they are actively working on implementing better transportation methods to prevent delays in logistics information in the future.
  
  Once again, we apologize for the inconvenience and appreciate your understanding and patience. Your satisfaction is paramount, and we're dedicated to continuously improving our services.
  
  If you have any further questions or need assistance with anything else, please don't hesitate to reach out. We're here to assist you.
  
  Thank you for choosing us, and we look forward to serving you better in the future.
  

• Initial Complaint

  Date:08/15/2023

  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 purchased LED turn signals for me 2012 4runner. The listing was for 2010-2013 4Runners. The wiring harness does not fit my truck. When I asked for help, they replied to return it with a 15% restock and pay freight or just resell it. I have all the emails as well as pictures.

  Business Response

  Date: 08/17/2023

  Hi ******,
  
  We do understand your concern and we are trying our best to help you solve it.
  Sorry that you bought the wrong light.
  The lights don't fit 2012 ****** 4Runner SR5 Premium.
  According to our return policy, there is a 15% restocking fee will be charged, but we have applied to waive your restocking fee. Is that ok?
  If you prefer to return, please take some pictures for us to confirm the loghts. Once confirm, we will send the return address to you. You can return the lights for $165.89 refund.
  Looking forward to your reply. 

• Initial Complaint

  Date:08/10/2023

  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.

  I ordered a grill for my truck on 8-4-2023 it is now 8-10-2023 havent heard anything. Emailed them and got a reply from ************************* stating it was shipped but cant give me the tracking number which is a lie. I emailed back stating this and wanting a refund. No reply they want answer the phone this is a shady business. Do not order anything from this website!!!

  Business Response

  Date: 08/11/2023

  Hi *********************,
  Thank you for your feedback.
  Our telephone customer service hours are Mon to Fri: 8:00 am- 4:00 pm EST
  phone number: ****************
  When we received your message, we have arranged the shipment for you.
  But we have asked the warehouse to intercept the order.
  We have refunded for you now. Please check the attachment.
  If you have any question, please be free to contact with us.

  Customer Answer

  Date: 08/17/2023

   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 did finally issue a refund for me after a couple back and forth with one another.