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:12/15/2022

  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.

  Order #63071 I purchased a grill for my jeep on 11/14/22. After I received I realized it was for a JL model and mine is a JK model. I tried reaching out via phone to Led Factory and was constantly getting voicemail. So I emailed, on 12/3 I received a response from Dave Mathews. He said he would check to make sure that in fact the grill would not fit my jeep which it does not. He then tried to offer me a replacement of another style which I did not like. I responded and now he will not answer. I have sent several emails and have even gone as far as to call and leave a message on 12/14. I just want to send this back, it has not even been out of the box and I want my money back. This is ridiculous!!!!!! They need to stand behind what they sell.

  Business Response

  Date: 12/16/2022

  Hi *****,

  
  

  Sorry for the inconvenience.

  We have responded to your email, but have not received your reply.

  And we have provided a return address for you to return the item, please check your email, thank you.

  Please don't worry, we are happy to solve the problem for you.

  Customer Answer

  Date: 12/21/2022

   I am rejecting this response because:
  
  
  I still do not have any communication via email whatsoever from LED Factory Mart in regards to return instructions. They can provide any information regarding return through this site seeing as they are not providing it to me. They can also cover the cost to return the item as it has been extremely difficult and has taken an extreme amount of effort on my part. 

  Business Response

  Date: 12/30/2022

  From the BUSINESS:

  Sent 12/29/2022 10:13:29 PM

  Hello,

  
  

  This is the correct return address, thanks.

  
  

  Xprite USA
  XP20016097
  ***** ****** Ave.
  *****, CA *****

• Initial Complaint

  Date:12/10/2022

  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 set of raptor lights for my 2023 Toyota tocoma the order was placed 12 days before it was shipped. I finally received it 3 of the four lights worked. I emailed the with no response, I called left a VM with no response called again no response. All I wanted is an return address to try to resolve the issue. They wanted to to reinstall the lights to send them a video to prove the one was not working. At this point all I want is to get a refund

  Business Response

  Date: 12/12/2022

  Hi ******,

  
  

  Thank you for your feedback.

  Our telephone customer service hours are Mon to Fri: 8:00 am- 4:00 pm EST.

  ??: ###-###-####

  We have responded to your message by email.

  The video is needed to send to our engineer first and apply for the replacement of a new one to you. 

  Hope you can understand.

  We would like to send you a free replacement, is that ok?

  Or do you insist on returning it for a refund?

  Please don't worry, we will solve it for you as soon as possible.

• Initial Complaint

  Date:12/02/2022

  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 lights that were supposed to be plug n play. I have emailed ***** multiple times but keep getting the run around. I sent pictures showing the plugs I have and what they sent, again he gives me the run around and seems uninterested in solving the problem. Unless I cut into my wiring harness these fog lights are useless to me. There is no customer service because when I called I was hung up on 3 times.

  Business Response

  Date: 12/07/2022

  Hello ****, thanks for your support. Our products are Plug N Play for the high-low beam. We just confirmed our customer service was communicated with you before and waiting for your reply to confirm the fog lights base. Our customer service already sent the email to your again. Please don't worry about it. We will help you to solve the issue and send you the replacement for free. Our products have 2-year warranty and 30 days easy return. Have a good day!

• Initial Complaint

  Date:09/14/2022

  Type:Delivery 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 placed an order on 9/2 for a package which included headlights and fog lights. My package shipped on 9/5 and was received on 9/9. I opened the package immediately only to discover that I only received the headlights. No fog lights. I emailed my contact there right then and there to inform them. I didn’t receive an email back until 9/12. In that email I was told that I must have missed them in the box, so it’s my mistake. Wrong. I was asked to send pictures of the sku and the box, so I did that. I was told it would be no problem. Now we are 1 day between email replies. When I call it just goes to a VM. I got a person on my 11th call who refused to help because I was already emailing someone. Now I’m asked again for a picture of the box and the sku so they can check? Come on, I paid for a product with my hard earned money and this company has not delivered my merchandise. This is theft. Being that this took place over the internet, I’m willing to bet this would be considered wire fraud. I want my merchandise that I paid for. And I want it now.

  Business Response

  Date: 09/28/2022

  Hi Brad, thanks a lot for your support. I am so sorry for late reply. I have confirmed with our warehouse colleague and customer service that the fog lights were shipped out and delivered to your address. The tracking number is *********0 via fast DHL express. For more tracking information, please check via the link here--> htt***************************************acking-express.html?tracking-id=*********0

  Please let us know if you have any more questions. Have a good day!

• Initial Complaint

  Date:09/07/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an item from them and several minutes later found it cheaper elsewhere. I immediately cancelled the order. They refused to cancel the order. They tried to barter with me and offer me a discount. When I refused they sent the item anyway against my request. I immediately returned the item in its original packaging and asked for a refund. They confirmed receipt of the item and have refused to refund my money. I have filed a complaint with my bank. Then, they tried to black mail me and said they wouldn't refund my money unless I cancelled the dispute. When that tactic didn't work they told me that my bank refunded my money which is has not. They have not spoken to my bank and refuse to resolve this issue. This "company" is a fraud and scammer and their site needs to be shut down. I have all of my email exchanges with them and the UPS deliver confirmation available upon request from either party.

• Initial Complaint

  Date:08/28/2022

  Type:Delivery 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 pre order half doors for my jeep wrangler JL back in June 2022. I never received any update after paying stating when the expected shipment would be. In mid August 2022 when I finally reached back out to the company with my order confirmation number and order date and told them that after no contact at all from them I wanted to cancel the order. They apologized and asked if I would consider keeping the order for a discount. I told them no. At this point I just wanted my money back, nearly $600. I told them while waiting I had learned to drive my jeep comfortably with no doors and no longer had the need for the half doors. They then sent me a tracking number saying they sent the doors after I had refused them and had already requested a refund. I planned to send them back upon their arrival and request a refund once again, but they still haven’t arrived. I just want my money back. I believe this company to be a scam! I paid with Paypal so I should have protection from this sort of scam yet I still am out my money! Please help!

  Business Response

  Date: 09/12/2022

  We have received the customer's appeal and actively solved with the customer, and we have sent the product to the customer. The item are in transit, and the customer can return the goods for a refund as long as they arrive.
   
  Please refer to the attachment for all detailed information.

• Initial Complaint

  Date:08/26/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a set of halo headlights for my jeep.. recieved no invoice or packing ticket. Product references a QR. Code that takes you to a website that is in chinese and has nothing to do with the lights or mobile app for the lights.
  I have tried to contact the support phone and email several times and have had no response..
  Would like to return the product and get a refund so i can repurchse product from a reputable company..

• Initial Complaint

  Date:08/10/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered tubular doors from this company July 1. I have contacted them numerous times I paid from and they keep giving me a run around about shipping and I still have yet to receive them I want my money refunded

• Initial Complaint

  Date:08/02/2022

  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 placed an order for my headlights on June 25,2022. Of course like with any business they offered an upsale for Front LED turn signal & running light & rear LED brake lights. I took the upsale and the upsale offer was incorrectly selected by the website not something I selected. We thought the total was a great deal, I paid $159.67. My order ******. I asked for an update & spoke to a ***** ******** and I have been attempting to get some assistance since last week. First he asked if I could confirm a selection he made of the correct lights, and asked that I email pics of lights I would be returning.I confirmed, sent pics & asked for his assistance in the exchange, as he offered. Then that is the last I heard. I have emailed, left messages and I actually spoke to someone in late July and they informed me that they could not assist me that it had to be ***** and unfortunately he was out with Covid. So here I am over a month later waiting on an order I placed in late June, oh and & running my Harley *****son with mixed matched lights. I also had another # *****. Then to top that off he said I would have to pay an additional amount... For what? The upsale was something you offered on your website. I am beginning to just want my refund and I will order elsewhere. It seems as though it's so difficult to get my order shipped, get an update or anything all I wanted was that exchange taken care of and I couldn't seem to get that done. If a manager would please reach out and we can come to an agreement. I am so over this.

  Business Response

  Date: 08/24/2022

  Thanks for the information.
  
  Attached the order confirmation of this order, we have helped the customer to process the exchange to the correct turn signals for free.
  The tracking number is 9*********018********* via USPS, which was delive
  red to the mailbox on her address already.
  Please check the tracking details here-->h*********************/go/*******************qtc_tLabels1=9*********018*********
  This problem has been fixed.

• Initial Complaint

  Date:08/01/2022

  Type:Delivery 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.

  06/01/2022 Ordered online a set of Tube Doors w/Mirrors, $599.69. set consists of 2 front doors, 2 rear doors, and 2 mirrors. Order ******
  
  06/02/2022 Credit card … **** charged.
  
  06/28/2022 Sent email, asking when order would be shipped.
  
  07/13/2022 Received 1 box of 3 box shipment, containing rear doors.
  
  07/15/2022 Received 2 identical boxes of 3 box shipment. Boxes both contained mirror sets. No front doors received.
  
  07/15/2022 Notified Customer Service, leaving voice mail, describing shipment discrepancy.
  
  07/18/2022 Called Customer Service, described issue to agent. Was asked to recap the problem to them in an email, with photos of duplicate boxes of mirrors. Email with requested photos sent.
  
  07/22/2022 Received email, asking for photos of rear doors. Email with photos of unpackaged rear doors sent.
  
  07/26/2022 Received email with 3 tracking numbers, asking me to confirm which I didn't receive. I called Customer Service, and again explained that I received 3 boxes, with the referenced tracking numbers, but that that 2 of the boxes were duplicate boxes of mirrors, and that front doors were not sent.
  
  07/27/2022 Received email saying their system shows I received the front doors.
  
  07/27/2022 I called Customer Service, repeated everything.
  I replied to email, repeating the problem. No response since.

  Business Response

  Date: 08/17/2022

  We have fix this problem already and have process the resend of the front door to this customer.
  The tracking number is 1Z**************** via UPS.
  
  And have updated the tracking, please help to inform this customer too, thanks.

  Customer Answer

  Date: 08/17/2022

   I am rejecting this response because:
  
  
  All the business has done is create a UPS label.  If you check the tracking number, nothing has been provided to UPS for shipment.  Considering their abysmal customer service history, I will not consider this closed until I actually receive the shipment, and confirm that it is the correct item. 

  Business Response

  Date: 09/15/2022

  We have actively communicated with customers to solve problems, please check the attachment.

  Customer Answer

  Date: 09/15/2022

   I am rejecting this response because:
  
  
  There's no change.  I still don't have my merchandise,  and don't know when I will receive it.  Yes, they communicated with me...telling me that my merchandise has to clear customs and they don't know how long that will take, and that I should be patient.  And they also asked me to rescind my claim against them.