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Business Profile

Lighting Equipment

Fenix Lighting

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lighting Equipment.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/16/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Ordered flashlight from Fenix store on 11/03/24 supposed to deliver 11/12/24. Did not get the light on 11/12/24.Called customer service I was told to go to post office and find or complaint about light.This is not my job to go after my light to post office on my time stay on long lane to find my light.I asked Fenix customer service to since you did not deliver my light so please cancel and refund my money.They say we can not do this we have find the lost light until we get it back we will refund you money and we don't know how long it take.I just want my money back because they did not deliver the light and why should I wait for lost light.ORDER # S447282

    Business Response

    Date: 11/18/2024

    This is not our order number, and that is not the name of our business. We are a company called Fenix Lighting, this complaint is leveled against a different company named Fenix-Store. We are in no way affiliated with this other company. 

  • Initial Complaint

    Date:10/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hello,I purchased a flashlight with a lifetime warranty, Recently the flashlight stopped working and I enquired with Fenix lighting regarding a warranty Claim. Fenix stated that the flashlight I have is not made any longer and no parts are available so repair is not an option. Instead of authorizing a warranty replacement Fenix offered me 25% discount on an unstuck item.Fexix is not honoring their Lifetime Warranty and is giving the the run around."On Oct 16, 2024, at 8:21 AM, Fenix Lighting Warranty ************************************* wrote:Hi Jong,I will let you know that the light has been discontinued for a while now, and the factory has also discontinued making parts for the light. Thus, the factory has stopped sending us parts. I can get you set up to send it in and we can look it over and see if the issue could be resolved but I cannot guarantee that we will be able to repair it. If you would rather skip this, I can offer a 25% off your entire order to help you replace this light. Let me know how you would like to proceed.**** *.Warranty, Returns, Parts *************************************************************"Best regards,Jong

    Business Response

    Date: 10/23/2024

    Hi,

     

    As you can see in the customers complaint, an open offer to send the light in for warranty work was extended. That offer is still valid. I'm not sure what the customer is complaining about exactly. 

  • Initial Complaint

    Date:09/18/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    So my wife purchased me a fenix HT30R flashlight from this company at Christmas last year and I absolutely love this flashlight then we were in a terrible accident and my wife passed away due to her injurys and this was the last thing she purchased for me so it holds a special place in my heart so i use this light every day i have it with me all the time the only time i didn't use/or have it was when i was planning her funeral *************** I went to use my light a few days after the funeral and I noticed there was something wet leaking all around the casing and soon afterwards my hands started to burn so I immediately knew it was acid so I contacted fenix customer support and told them about my issue and the lady I spoke with ask for a receipt and the serial number and I explained to her that my wife had just unexpectedly passed away in a vehicle accident and I didn't have access to her email so I couldn't provide the receipt but I gave her the serial number from the flashlight and she emailed me back saying that my flashlight was sold from the US distributor that she wouldn't be able to help because of the distributor being in the ** but she would let them know my situation and they would be able to help with my ******** I received a email a couple days later asking for a picture of the flashlight and I explained that my phone had got smashed in the accident and due to having to pay for funeral arrangements and services I wouldn't be able to get it fixed or buy a new phone until my next check caim.then the emailed me back saying to get a friend or a family member to take a picture and send it to them but I explained I don't have anyone around me that has a smartphone and I didn't have any family. I just fill like they don't want to stand behind there warranty all I want is a replacement it's not like I'm asking for a refund or anything like that.i really love fenix products and hope I can continue to do business with them.if they don't do what's right Im not

  • Initial Complaint

    Date:03/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 flashlight from them with a "lifetime warranty". The light sat in a drawer and looks new yet the switch to turn it on broke. I contacted support to request a repair. Support said the light is too old and they can't fix it. A real "Lifetime Warranty" they would just replace the light with a newer model. Instead Fenix support offered me 30% off a PURCHASE of a new light. They lie about their warranty which is the only reason I purchased the light in the first place.

    Business Response

    Date: 03/29/2024

    Upper management was first made aware of ****************** report upon receiving a review on ****** regarding the situation.  We launched an investigation with our team to see what had occurred with our warranty department in regard to this light.  It came to our attention that newer team members in our warranty department misunderstood aspects on warranty of discontinued lights, like Mr. ************* We then reached out to the customer to ask that he send the light to our headquarters so that we could take a look at it. 

    The Fenix Limited Lifetime Warranty covers manufacture defects in the light.  If a light has been discontinued, and is covered under warranty due to a manufacturer defect, we will replace the light with a new light that is the closest equivalent to the discontinued light.  If the issue in the light is not a manufacturer defect, but has stopped working for other reasons, and we still have the parts and can repair the light, we will do so.  This particular model has been discontinued for approximately 8 years.  Upon inspection, it was determined that the tail switch issue for this light was not a manufacturer defect on the light.  We did have parts available for this light, thus we repaired the light with the new tail switch and it was returned to the customer in working condition.  

    Again, the initial response to the customer from our warranty department was simply a misunderstanding of a new employee regarding discontinued lights.  The internal miscommunication has been addressed, and the customer's flashlight has been repaired and returned to him, per our warranty. 

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