• Report: #818205

Complaint Review: LED Rope Lights And More

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  • Submitted: Wed, January 04, 2012
  • Updated: Thu, February 09, 2012

  • Reported By: Steve — Washington United States of America
LED Rope Lights And More
8520 Allison Pointe Blvd., Suite 220 Internet United States of America

LED Rope Lights And More Take Three, Inc. Fraud Poor Customer Service Internet

*Consumer Comment: Wrong!

*Author of original report: Still Ripped Off

*REBUTTAL Owner of company: Custom cut policy

*Consumer Comment: Warm White

*Consumer Comment: Custom cut

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I ordered 4 LED strands of rope light (2 @3 .25 ft and 2 @ 6.5 ft) on 12/14/2001 from this supplier; the total of the order was $87and the order number was LEDRLAM-6147.  Upon receiving the rope lights and putting them to use, my wife and I discovered that the yellowish tint that these warm white stands gave off would not work in the above counter lighting application in our newly remolded kitchen.
 
On 12/24/2011 I sent off a message to the returns email address for LED Rope Light & More indicating my problem with the lighting effect and asking if I could exchange the 4 warm white strands for 4 cool white strands.  I would have gladly paid the return shipping and whatever restocking fee would have been necessary.  Instead, on 12/27/2011, I received a rather terse email from John OSullivan stating T&Cs of their return policy and that I could not return or exchange the rope light because it was custom cut.  I was totally shocked by this since I did not ever request a specific length of rope light.  I only choose from drop down list box choices made available to me on the companys web site.  I never thought I was at risk here since I never made a request for a specific length, I only made choices from predetermined values in the list box. 
 
Not satisfied by Mr. OSullivans email, I called, on 12/27/2011, and spoke to a customer service agent who at least provided some empathy for my plight, but in the end (after checking with someone named Tim) was not able to help me.
 
Now, for my part Ive gone and looked again at the web site and it does say that even the predetermined lengths that you select from the drop down list box are considered custom cut, but that warning is clearly listed at the bottom of the web page.  In addition you could complete the entire checkout process without this warning ever appearing.  At best its a marginal business practice and at worst its outright fraud.  All this from a company whose motto appears to be The best compliment you can give us is a referral , what a joke! 
 
For me its not the $87, its about other folks not being duped into buying products from this company whose only goal appears to be profiting from questionable business practices.
 
I also contacted the BBB in Indiana (the state where this business is based), and received the following astonishing reply on 1/3/2012:
----------------------------------
Dear xxxxxxxxxxx:
Thank you for contacting the Central Indiana BBB. Unfortunately, the BBB will be unable to assist you with your complaint. We base this decision on the fact that there is no refund law in the state of Indiana. This means that companies are not required to offer refunds or exchanges for products or services, nor are they required to post their policies. In the case of an item being broken or defective, the company is only required to repair or replace the item, unless the item is sold "AS IS". It is the responsibility of the consumer to find out what a company's specific policies are prior to making their purchase. We are sorry we could not assist you with this matter.

Regards,
Peggy Richardson
The Better Business Bureau
---------------------------------------------
 
BOTTOM LINE:  Avoid LED Rope Lights and More(www.ledropelightsandmore.com) at all costs and Id also avoid buying anything online from any business thats based in Indiana!

This report was posted on Ripoff Report on 01/04/2012 11:49 PM and is a permanent record located here: http://www.ripoffreport.com/r/LED-Rope-Lights-And-More/internet/LED-Rope-Lights-And-More-Take-Three-Inc-Fraud-Poor-Customer-Service-Internet-818205. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 3Consumer 1Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Wrong!

AUTHOR: Ramjet - (U.S.A.)

There is nothing 'arcane' about a company not allowing returns on 'Special orders'.  I found that out years ago when I 'special ordered' a cart part, ended up not needing it and being unable to return it.

You are just another one of the many people reporting here who are unable to admit they are wrong.  It's some kind of ego thing or something.

It's very clear on their web site, no subterfuge at all.
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#2 Author of original report

Still Ripped Off

AUTHOR: sbrozini - (United States of America)

Tim,
 
Honestly, as I previously stated one could navigate through your site and complete a purchase of your Custom Cut rope light and never be confronted with your arcane exchange policy.  If youre not trying to hide anything then why not make it plain as day before you allow anyone else to complete a purchase of your custom cut rope light?  Again, as previously stated, you also should seriously think about changing your company motto; The best compliment you can give us is a referral , what a complete joke! 
 
I stand by my explanation of the sequence of events and would encourage everyone to avoid doing business with LED Rope Lights and More or any other online seller based in the state of Indiana.  There are plenty of alternative sites that offer more diverse product lines that are way more cost effective.   
 
Good luck Tim; I hope the $87 dollars you have of my money makes you happy.    
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#3 REBUTTAL Owner of company

Custom cut policy

AUTHOR: Tim - (United States of America)

Mr. Brozinick,

I apologize that you were not satisfied with the performance of your LED lights and the yellowish, warm color given off by the warm white rope light.

While we are happy to assist our customers in any way we can, one product type we cannot accept returns or exchanges for is custom-cut products.

The product you ordered was a custom cut product, which is why we were unable to do a return or exchange for you.  It is identified as a custom cut product on the product item page by its title of "LED Rope Light Custom Cut - Warm White" in large type at the top of the page.  The drop-down box where you select your custom cut size only shows certain sizes because rope lights are only cuttable in certain increments.  In this case, it is 39" (as noted in the product description), so the custom cut sizes available are every 39".  Selecting a size from the drop-down box is where you specify your desired custom-cut length.

The non-returnable nature of our custom cut products is clearly identified in various locations on our website.  First, it is shown on the "LED Rope Light Custom Cut - Warm White" item page in bold type.  Second, it is shown on our Return Policy page.  And third, it is identified on our Terms and Conditions page.  When you completed your order on our website, you checked a box agreeing to our Terms and Conditions page (the checkout has a link so you can review the terms and conditions before proceeding).

I never enjoy hearing when a customer is not completely satisfied with the rope light they received.  But our policy on custom cut lighting is pretty standard in the industry and I apologize that there was not more we could do for you in this situation.

You also claimed to have received some terse or curt correspondences from some of our staff.  Regardless of the topic at hand, that should not happen and I will immediately address this issue.
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#4 Consumer Comment

Warm White

AUTHOR: Robert - (U.S.A.)

Upon receiving the rope lights and putting them to use, my wife and I discovered that the yellowish tint that these warm white stands gave off would not work in the above counter lighting application in our newly remolded kitchen

That's seems to be how the product was clearly described from their web site. 

Easily the most popular color of LED rope light, these warm white LEDs mimic the warm, orange-hued appearance of a traditional incandescent filament bulb, but with the added benefits that only LEDs can
bring...long lifespan and drastically reduced energy usage and costs.

So it appears that you not only missed the Return Policy but the description of the product you were buyingWhether you agree with this or not they did not appear to do anything wrong.  Perhaps you can take this as a lesson learned to make sure you understand exactly what you are getting BEFORE you order anything in the future.

By the way stores(Internet or Brick and Mortar) generally have much stricter return policies on "Custom Orders" than their standard stock.  So this policy is not out of the ordinary
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#5 Consumer Comment

Custom cut

AUTHOR: Ramjet - (U.S.A.)

I looked at this web site and it appears to me that they list either standard lengths that show the length in the name of the product or an item clearly labeled custom cut i.e. -  LED Rope Light Custom Cut - Cool White  I cut and pasted this from their web site.  Those items are the only ones that have a selection drop down box. In addition, here is their return policy that I easily found in about 30 seconds.
==========================================================
Returns and Exchanges


LED Rope Lights And More/Take Three Inc. will gladly accept
returns/exchanges on unopened or "as-new" products for 30 days from the
date of delivery with the exception of CUSTOM CUT products which are not eligible for return, refund or exchange.

Credit
for all returned or exchanged items is subject to a 15% restocking fee.
Credit cannot be issued for the original shipping cost of an order.
Returns are not accepted for custom ordered products.

Please contact the Returns Department for a Return Merchandise Authorization Number (RMA) to initiate the return process.
Products must be returned within 30 days of issuance of the RMA
number. The customer is responsible for cost of return shipping. Any
returns that are not received within 30 days of being issued an RMA
number will be voided.
Returns received without an RMA number will be sent back to the customer, no exceptions. (Additional shipping costs may apply.)
Items must be in the same condition as when they were shipped,
in their original packaging, and in "as-new" resalable condition. No
credit will be given for damaged or modified items.


If you need to return an item please contact our
Returns Department by sending an RMA request using the support link
above. You will be issued an RMA number and instructions on how to send
your order back to us.

Defective Items
Please refer to our Limited Warranty and Responsibility page for what to do if you have received a defective product.

===================================================

I'm sure you're annoyed about it but they did nothing wrong.  You just didn't read their return policy before you bought them.  I don't see any subterfuge on their part.    

And before you even try it, I do not have anything to do with this company, I never heard of them before this. I have just learned over the years that you need to make sure you understand any companies policies before you buy from them.  Especially when ordering from the Internet.

Incidentally, I may order some of these for a project we're doing. Thanks for the web site.
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