Complaints

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:12/12/2022

  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.

  Bought two packs of the StayBright 20ct 100 Led twinkling Ice Crystal icicle set. Those sets are labeled for indoor and outdoor use, yet somehow they decided that the sufficient cable length from the adapter to the first LED is 60 cm, which means you definitely will need an extension cord to use them externally, and even internally its extremely limited to use due to that length. My problem stems from the lack of a clear label or statement that informs the consumer of the need to pay extra for and extension cable, or that there isn't one in the box despite the need for it. Moreover, when contacting customer support, their best resolution is for me to go buy a cable or return the product.

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair 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 pre-lit christmas tree from ***** (manufactured by this company) on 12/12/21. Tree has a limited 3 year warranty (tree has been registered, per instructions). Went to set up the pre-lit christmas tree this year, and the tree lights do NOT work. All trouble shooting options attempted to no avail. called the
  *** number and spent over an hour on the phone with their 'customer support' and repeatedly gave the same information over and over and over and over....to no avail. We believe the 'foot pedal' to be the problem, not sure what this companies resolve to their customers issues are with their pre-lit trees but in reading all of the complaints filed by the BBB, I'm relatively concerned that my family and I are only going to get 1 years holiday use out of this relatively expensive tree. How unfortunate, unprofessional and disappointing that this companies 'resolve' is to PAY to send the tree BACK to them and then it take possibly 4 to 6 weeks for an answer or a resolution. Wow. The Christmas Season will be over by that time and I refuse to go out and BUY another tree when I purchased this one last year and believe I should get SEVERAL years' use out of it. BB, please help in resolving this issue. Thank you!

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair 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.

  In November 2020 I purchased over 200 boxes of 100-ct SB LED 5.5mm Christmas lights for my annual display. A total of 86 light sets failed before December 31, 2020. I contacted the company by phone and was told to ship them to their ********* ** location for replacement under the 3-year warranty. I paid over $100 to have the 86 defective light sets shipped *** *** and in August 2021 received 86 replacement sets. In November 2021 all 86 of the replacement lights were put into service for my 2021 light display. By December 31, 2021, a total of 38 of those replacement lights ALSO failed. I called the company again and was told over the phone that I had no recourse other than to purchase new lights and that "I would be very happy with the purchase". 86 sets out of my original purchase lasted less than 1 year and the replacements that were sent to me under warranty also lasted less than 1 month. As a consumer, I expect their product to last at minimum, at least as long as the 3-year warranty. Instead, I paid for the original product, then paid again to ship 86 defective products back to them and still didn't get what was guaranteed. I later received this email, in part, from the company.
  "We truly apologize for the inconvenience this has caused you but please be informed that your light set is only entitled for one time repair or replacement. With most products companies offer a Limited Guarantee (LG) and have a policy to go by. Nicolas Holiday is no exception. The terms of this guarantee were included on the retail package and/or with the literature provided with your Lighting product." I have all boxes and paperwork.. there is NOTHING in the warranty terms/exclusions that states one time repair or replace. The company is acting deceptive in selling a product that does not meet its lighting guarantee, then providing even poorer quality control products as replacements, making up a warranty term that doesn't exist while passing the burden and cost on to the consumer.