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Business Profile

Christmas Lights

Gemmy Industries Corp

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Christmas Lights.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 1 complaint 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: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.
    Purchased 10.5 ft skeleton from Kohls Sept 2024 . Upon opening for assembly we were provided with two left arms one of which was broken . Followed instructions to contact Gemmy vs returning to Kohls . They offered to ship new part which was awesome . Three and a half weeks later the part arrives from their overseas warehouse . It is again a left arm when it was clearly communicated the right arm was needed. Upon letting them know if this mistake I was told they were not making that product now and to return to where I purchased . But waiting three and a half weeks for the replacement part pushed us out of Kohls return window. So now we are stuck with a defective item . At 300 bucks and an issue that was obviously on Gemmy this unacceptable

    Business Response

    Date: 10/24/2024

    **** ****** reached out to us about the mistake on 10/23/2024. It seems that although the part was labeled correctly from our factory it not the part the customer needed. We offered to replace the entire item and have shipped the customer a full replacement. We also advised the customer to return the one she has for a refund and keep the one we sent for free. We have fulfilled our warranty claim, and the customer has expressed she was satisfied with the outcome. 

  • Initial Complaint

    Date:01/27/2024

    Type:Delivery 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.
    Have contacted this company many times over many years about ordering directly from them and they want to discriminate against me and my company and refuse to allow me to place an order.Instead they either do not answer or dismiss me to some 3rd party place that ordered from them and jacks up the cost that I should order from. They also do not answer and I do not want to order from the middle higher priced man. I want to order from them direct, yet they refuse to allow it and want to play games. I have a business license and am a business that is allowed to order from companies such as there's.

  • Initial Complaint

    Date:01/04/2024

    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 purchased the 5 projector and speaker set, wreath, 2 24 led icicles, 2 set of 8 candy canes, and 2 hubs not all at once but over that holiday season. We started with the 5 projector, the wreath and 1 set of icicles. That year I contacted gemmy 3 times and was given no help. The speaker projector stake broke the first time we went to use it. I went to the store and they exchanged it no problem. But the new set on the same part, the speaker box, when we removed it from the ground it snapped the stake off same way. I called Gemmy they said it was over 30 days and my only option is to buy a new one. Well we had to fix that issue ourselves by making strong stakes and attaching ours never have broke, we had to replace all stakes on all projectors because they all were very cheap and snapped. But when I called Gemmy for why did they all snap in less than a few months, they said I had them outside too long? Huh...it's an outdoor set, we set up 2 weeks before Thanksgiving every year and take done the first week of January, but I had them outside too long? Also we started with 1 set of icicles and I loved them so we bought a second and 2 candy canes. We could not for some reason get them to sync one of the icicles to sync, it was always slow. I called Gemmy they told me it was my hub, that I bought that year, they sent me a new one. It has never worked. Same problem every year. Over many calls with them and following their exact instructions told and read then it was my phone, my internet, my hub ( that they sent me). To this day the hub doesn't stay connected you have to reconnect everytime you open the app, cause they do not fix issues they push blame. ******** finds nothing. So we plug them but never had seen them work properly. Gemmy response is it is your fault or go buy more. DONT BUY WASTE OF MONEY, their equipment is faulty, their app is a complete disaster, customer service only tells you its your fault, their quality to price not worth it. Way to ruin xmas Gemmy

  • Initial Complaint

    Date:12/23/2023

    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.
    11/04/2022 I spent $456.20 on 5 boxes of the orchestra of lights ice cycle lights and the projector with speaker and 1 hub they have been working up until 4 days ago when the new hub update came out it kept saying hub update failed on Android so I tried it on my iPad the update worked but it made both lights on hub go out and I couldn't get power to it at all or whatever it did went and got another hub same thing now for this much money and 2 days before Christmas I have crazy lights going off and there still seems to be no answer to thus known issue

  • Initial Complaint

    Date:12/21/2023

    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.
    Having used Gemmy for years waiting for an option to replace strips that have does. Gemmy has products listed on site and on Lowes but does not actually have any inventory. This has been 4 years now. Today or hub says that it needs an update and has essentially bricked us out of managing all of our items. So now with our hub not working all of these items a fraudulent. I went to Lowes website to replace the hub and a discounted 6 dollar item (usually 20 something) is almost 100 because of shipping. This is absurd and unacceptable!

  • Initial Complaint

    Date:12/15/2023

    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 purchased 4 boxes of the ColorMotion Led light show indoor/outdoor lights. Model number ****** from Lowes at ************************************************************ on 11/2/23. On 11/18/23, one of the sets almost caught my home on fire and caused damage to the outside of my home. I filed a complaint with ***** who then told me to contact Gemmy. I did and they are not willing to assist! I created an online ticket and nobody has been in contact with me and this was on 11/29/23! I want to file a damage claim with the company and I am being completely ignored! This need rectified and I am tired of getting the run around of "Go to this company, no go back to the other company". We could have lost everything along with our lives! I do not want replacements, I want my damaged home repaired and refunded for the four boxes of light that I bought that are NOT going to be used on my home! I am disgusted at the level of care and lack of compassion to such a serious situation! I have all photos and a video for evidence also!

  • Initial Complaint

    Date:11/30/2023

    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.
    My inflatable base broke. They said the base couldn't be replaced and if I sent them the broken one they'd send me a new one or a comparable one if they didn't have an exact replacement. I sent them my broken one and they never sent me anything. I kept emailing them for updates and the last thing they said was they didn't have mine on hand so they were checking their warehouses. I requested they send me mine back because I did pay over $200 for it and I've heard nothing. They basically stole my broken one since I'm not getting a replacement or mine back. Not to mention I had to spend $22 shipping the broken one to them.

    Business Response

    Date: 12/05/2023

    We do apologize for the miscommunication. The customer should have been emailed options to choose from and pick one to be shipped. I will have the agent she dealt with reach out and offer her the options today.

     

  • Initial Complaint

    Date:11/28/2023

    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 from a store 3 strings of the gemmy lightshow on the package it said it they could sync with the app on my phone I followed the directions to the letter but the strings will not connect to my phone so I'm forced to just let them run randomly it was false advertising at its finest to get people's money.. I'm disabled and can't do much in the decorating line that's why I was searching for app controled.controlled.. to change it up from time to time.. but no thanks to shoddy company's falsely advertising app ability but not having it.. great way to ruin people's christmas.

    Business Response

    Date: 12/01/2023

    I don't show any correspondence from this customer at all. If he would like warranty assistance, please submit a help ticket at www.gemmy.com.

  • Initial Complaint

    Date:12/24/2022

    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.
    I spent about $200, I bought the lights in October of 2022 because I thought I was getting a good deal on the price and I wanted them string lights so bad that I just bought early. Lights were installed around first week of December and a week later 3 sets of string lights went dead. I sent 3 emails to Gemmy and they haven't responded. I need a refund for all the money I spent.

    Business Response

    Date: 01/09/2023

    The customer contacted us on 12/27/2022 about his defective lights. We asked the customer to provide his receipt, he said he would and has never contacted us again. He can have the items replaced under warranty if he contacts us back and provides his proof of purchase as we have requested.

  • Initial Complaint

    Date:11/10/2022

    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.
    Products purchased from this company do not work correctly and are not returnable. The products basically do not work put of the box and I have spent several hours attaching them to my house. I have submitted a ticket to the company and waited the alloted time thay they have asked for with no response.

    Business Response

    Date: 02/23/2023

    Business Response /* (1000, 7, 2022/11/30) */
    We contacted the customer on 11/14/2022 and he never responded back. His ticket number is O5BF8, if he would like to logon and continue. This is what we asked for:

    Mon, 14 Nov 2022, 11:32 am

    Hello,

    1. Please provide a complete description of the problem you are experiencing. If you would like to upload an image or video to better explain, please feel free to do so.

    2. Any lights that are burned out need to be replaced altogether.

    3. When did you purchase these lights?

    4. Please attach proof of purchase.

    Thank you,
    Customer Service

Gemmy Industries Corp is NOT a BBB Accredited Business.

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