Complaints

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

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  Glance LED

  650 S Federal Hwy Hollywood, FL 33020

• 

  Glance LED

  2124 Hollywood Blvd Hollywood, FL 33020-6701

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:04/07/2025

  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 two LED panels from Glance LED on 1/4/2025. The products were defective, and after multiple unreturned emails, I filed a chargeback. The company eventually provided a return label, and I returned the items on March ******************* reversed the chargeback and confirmed on March 17 that the business had been paid in full. Despite this, Glance LED refuses to issue a refund, claiming the chargeback is still open according to their internal systems. They insist on a letter from ***** on official letterhead, even though Ive provided confirmation and spoken with the bank directly.They are in possession of both the payment and the returned items and continue to avoid issuing a refund. Im requesting that BBB intervene to help resolve this dispute and warn other consumers of these questionable practices.

  Business Response

  Date: 04/07/2025

  We appreciate the opportunity to respond to this complaint.

  
  The customer placed an order with ******************** on January 4, 2025, for two LED panels. Following receipt, the customer initiated a chargeback with their bank, *****, claiming the products were defective. At that point, the funds were withdrawn from our account as part of the chargeback process.

  
  Subsequently, we provided a return shipping label, and the items were returned to us on March 5, 2025. While the customer states that ***** has since closed the dispute and funds were returned to us, we have not received any confirmation of this from our payment provider. Our internal system still shows the chargeback case as open, and to date, the funds have not been returned to our account. You can reference this in the charge_back_claim.png

  
  We have requested formal documentation from the customerspecifically a letter from ***** on official letterheadconfirming the resolution of the dispute, as this is a standard requirement from our payment processor to reconcile such cases. Unfortunately, the customer has not provided this, and instead continues to send informal messages and threats of legal action. Despite repeated explanations, the customer continues to demand a refund, even though we have not received the necessary confirmation or the funds themselves.

  
  We want to clarify that we cannot issue a refund until the chargeback case is officially closed by our payment processor and the funds are returned to us. Our provider has informed us that the resolution process can take up to 75 days. We have communicated this timeline to the customer multiple times.

  
  We understand the customer's frustration, but we are bound by our processors timelines and policies. As of now, we are still awaiting confirmation that the chargeback has been fully resolved on their end. Once that happens and the funds are returned, we will promptly issue any refund due. Until then, there is unfortunately nothing further we can do.
  We appreciate BBBs understanding in this matter.
  Sincerely,
  Glance LED Support Team

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23159852
  
  I am rejecting this response because:

  The company is in possession of both the returned products (received March 5, 2025) and full payment, as confirmed by **********. The chargeback was reversed on March 17, 2025, and I have provided written documentation from ***** stating that the funds were withdrawn from my account and the dispute is closed.

  
  
  Glance LEDs claim that they cannot issue a refund without a letter on official letterhead is not a legal or contractual requirementespecially when they have received both product and payment. Their refusal to issue a refund despite having both is unreasonable and, in my view, constitutes unjust enrichment.
  
  
  I have made every effort to resolve this professionally. Continuing to delay based on internal systems or unverified backend statuses is not a valid excuse, especially after I confirmed by phone with ***** and provided written proof of case closure.
  
  
  I respectfully ask BBB to keep this complaint open and on record until Glance LED issues the refund that is clearly owed.
  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 04/07/2025

  We appreciate Mr. ********* continued communication regarding this matter.

  
  We would like to clarify that while Mr. ******** states the chargeback was reversed and funds were withdrawn from his account, as of the date of this response, those funds have not been returned to our company.

  Our payment processor and internal financial records confirm that we have not received the disputed amount back into our account.
  As a result, Glance LED is currently in possession of the returned product but not the corresponding payment, putting us in a position where issuing a refund at this stage would result in a double refund to the customer. We respectfully maintain that we cannot refund money that has not been received.
  

  Once the funds are returned to our account, we will immediately process a full refund to Mr. ********* We are not delaying based on internal systems, but rather on verifiable financial settlement, which is standard business practice to prevent financial loss due to overlapping bank processes. Our accounting and balance sheet as of 4/7/2025 shows the funds HAVE NOT BEEN REFUNDED to our account. We need to balance our account and until the monies is back into our account we cannot process the refund.

  
  We remain committed to resolving this matter fairly and promptly and will continue to monitor the situation closely.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23159852
  
  I am rejecting this response because:

  I respectfully reject the businesss continued position.
  
  As I have already statedand as confirmed in writing and by phone from ***** Bankthe chargeback dispute was closed on March 17, 2025, and funds were withdrawn from my account. From that moment forward, Glance LED has been in possession of both the returned products and the full payment.
  
  It is not the consumers responsibility to wait for a businesss internal records to catch up after the bank has confirmed payment was made. I fulfilled all obligations:
  I returned the merchandise (confirmed received March 5)
  I provided Chase ************* showing payment was withdrawn
  I gave the business ample time and repeated opportunities to resolve this
  
  Glance LED is now withholding my refund without valid cause. This is no longer a processing issuethis is a matter of refusal to refund money owed, despite clear and verifiable facts. Their claim that they cannot issue a refund until their accounting system reflects the funds is not a legal justification to continue retaining my money.
  
  I request that the BBB keep this complaint open and publicly visible and note the businesss failure to resolve the issue despite having the product and payment. I have also filed complaints with the *** and Texas Attorney General and intend to pursue a small claims court case if this is not resolved.

  Sincerely,
  
  ****** ********