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Business Profile

LED Lighting

Twinkly

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in LED Lighting.

Complaints

This profile includes complaints for Twinkly's headquarters and its corporate-owned locations. To view all corporate locations, see

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Twinkly has 2 locations, listed below.

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    • Twinkly

      4902 Carlisle Pike Mechanicsburg, PA 17050-3079

    • Twinkly

      PO Box 195 Mechanicsburg, PA 17050

    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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:01/21/2025

      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.
      On December 7, 2024, I placed order #***** at approximately 22:07 with Twinkly for:- Strings (Multicolor + White) 1, 250 LED / 65.6 ft / Green / America (type A)- Strings (Multicolor + White) 1, 600 LED / ***** ft / Green / America (type A)The total amounted to $349.98. On December 10, 2024, *** delivered part one of two and when opened it was discovered that the wire was clear, not green as ordered. The quality was also not in line with previous products from the company. Because of this a return was initiated on December 13, 2024. That same day I received an email from ***** at customer service requesting a photo of the product received. A photo was sent that same morning and no reply was returned. On December 14, 2024 I sent an email reminding Twinkly of my need for a RMA number. On December 16, 2024 I received one return label. This order was sent via two shipments and now I had to find a box to fit both. They also said pickup was an option yet it wasn't. The package was dropped off on December 20, 2024 and received at their warehouse on December 23, 2024 at 09:24 by WINDEBENER. Fast forward to January 9, 2025. I sent ***** at Twinkly a follow up email asking her when I could expect my refund given the order was received Dec. 23rd. She replied, January 10, that the warehouse hadn't received it and then asked for the *** number. I replied with the label they sent me from the same email thread. This was followed up by an email acknowledging receipt of the info. Without a conclusion they sent a feedback email on January 17, 2025 asking how they were doing handling this issue. As it wasn't closed no reply was sent. Today, January 21, 2025 they sent a notice that the support ticket was closed due to no response. Due to the holiday's I put this purchase on credit and this delay is costing me more in interest.

    • Initial Complaint

      Date:11/27/2024

      Type:Service or Repair 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.
      I placed an order for 4 icicle lights and was provided an option to purchase a 2 day delivery on November 19, 2024. I did not hear anything from them so I sent out an email to check the status of it and the response I received was they are still processing the order. It is now over a week and I've emailed them again asking about the status of my order, since I can see that they have not processed it, and they have stopped responding to my emails. The option to pay for 2 business day delivery is supposedly through ****** so I don't understand why it's taking so long to process this when they have already been paid. I have also mentioned that a friend of mine, who is also my neighbor, received their tracking information and had their product delivered within a week while my order is still "processing".

    • Initial Complaint

      Date:12/14/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Twinkly lights on October 30th. The lights are defective. Twinkly offers a warranty for the lights, but is making it impossible to get help and get replacement lights. The terms of the warranty do not require a customer to create third-party cloud accounts and upload videos, but Twinkly is attempting to require me to create third-party cloud accounts in order to send videos of the product. If Twinkly requires videos of the defective product (nothing in the warranty policy requires this), then it should be required to accommodate customers and create a platform through which the videos can be shared. I've repeatedly requested that Twinkly provide me a link for its platform where I can send the videos, and repeatedly been told they won't do so, but still are requiring the video. When I requested alternative means (i.e., Twinkly send me a flash drive and prepaid shipping label so I could send the video), Twinkly is refusing. Twinkly is refusing to honor its warranty for its product.In addition, Twinkly is slow to respond to requests and refuses to provide a phone number for a phone call. Each time I receive an email from Twinkly, I respond immediately and don't get a response for another few days.The product that was purchased costs upwards of $200 and is defective and covered by warranty, but they are refusing to honor the warranty.

      Business Response

      Date: 01/12/2024

      We had not responded to the complaint until we spoke with the customer.  She was traveling as I sent her an email regarding the letter on 12/20 the day I received the letter.  In reviewing the information, the complaint is actually with our Italian parent company ********, SRL.  They are located in Mestrino, Italy.  ***** was quite frustrated with our online support as she was communicating about an issue and they wanted video proof of the defect before sending a replacement product that would ultimately come from us located in PA.  In speaking with I we agreed to send the replacement product and made sure she had our information in PA vs the online support housed in Europe.  While the complaint is with Twinkly support, they are not located here and are technically a different company all together.  I was able to resolve her issue in a few minutes and will get shipping her replacement string of lights today, 1/12/24.   

    Twinkly is NOT a BBB Accredited Business.

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