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:
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.
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!