SuperLightingLED Avis 137

Réponse de SuperLightingLED

29 juil. 2025

Hi Oscar Odelstav,
I’m truly sorry for the frustration you experienced, and I appreciate you taking the time to let us know.
We’ve been in business for twelve years and have shipped more than 90 % of our orders to the United States with very few fraud cases. Unfortunately, the remaining 5 % of our volume—orders bound for a specific region in Europe—has accounted for almost all of the serious fraud we’ve encountered. Over time we’ve lost nearly $20,000 in merchandise and shipping costs when fraudsters placed high-value orders ($1 k–$4 k), used untraceable e-mails and phone numbers, then filed PayPal disputes the moment their packages reached customs. After the dispute was opened, every contact channel went silent and we had no way to reclaim the goods.
Because this pattern repeated itself four times in that region (out of only five major fraud cases company-wide), we had to make the difficult decision to block all new orders from that area unless the customer is willing to pay by bank transfer. Most genuine buyers who hear the explanation have been happy to switch payment methods so their orders can proceed; anyone who isn’t comfortable with that receives an immediate, full refund—exactly what we issued to you.
I realize this policy feels unfair to honest customers like yourself, and for that I sincerely apologize. Until the fraud risk in that region drops dramatically, the restriction has to stay in place. I only wish the individuals responsible could see the long-term damage they’re doing to legitimate shoppers and to every honest merchant who no longer feels safe shipping there.
Thank you again for your understanding, and I’m sorry we couldn’t serve you on this occasion.
Kind regards,
superlightingled team

Réponse de SuperLightingLED

Actualisé le 29 juil. 2025

Hi natural remedies,
I’m sorry for the frustration you felt while waiting for your refund, and I appreciate you giving us the opportunity to explain what happened.
Your two orders—placed 20 days apart—totaled $500. After you received the second shipment you asked to return everything. Even though the reason you gave was brief, we approved the return the same day. You chose the slowest USPS option, so the parcel took just over 30 days to reach our warehouse. As soon as we scanned it in, we issued full refunds to both orders within 24 hours. Our policy is to inspect the goods first; once they’re received and checked, the money is released immediately.
Regarding product quality: the LED strips you ordered are 940 nm & 850 nm infrared emitters. Light at those wavelengths is invisible to the human eye; they’re designed for night-vision cameras and specialized equipment, not for general illumination. I understand how that can be surprising if the application wasn’t clear when you purchased. We’ll take responsibility for not confirming the intended use before shipping, and we’re now adding an automatic e-mail to every IR-LED order to verify the customer understands the product.
Between the two outbound DHL shipments, the $80 import duty we absorbed, and the loss on partially-used strips that had to be destroyed, our out-of-pocket cost on your order is about $300. Still, we honored your request in full and refunded every dollar you paid.

This link describes the uses of infrared strips.
https://www.superlightingled.com/infrared%E4%B8%A8Ir-led-strip-lights-c-1_352.html


Going forward, we’ll encourage customers who need to return items to use a faster trackable service (DHL or UPS) so refunds aren’t delayed by slow transit. Our 180-day money-back guarantee remains in place, so you never need to worry about not receiving your refund once the goods are back in our hands.
Again, I’m sorry for the inconvenience and the lack of clarity on the product specs. If there’s anything else we can do, please let us know.

Here is your order item:

DHL tracking number: 1210459106
https://www.dhl.com/global-en/home/tracking/tracking-express.html?submit=1&tracking-id=1210459106
DHL tracking number: 6461582050
https://www.dhl.com/global-en/home/tracking/tracking-express.html?submit=1&tracking-id=6461582050

4x 600LEDs SMD 3528 Infrared LED 810nm IR Light Strip
- Select Kit:: LED Strips
- Select Operating Voltage:: 24VDC
- Select Length:: 16.4ft (5 meters)
- Select Waterproof Rating:: Non-Waterproof IP20 - Adhesive Back FSLSR-120-3528-810NM $99.98 $199.96
6x DC12/24V 660nm/850nm/940nm InfraRed 5050SMD Flexible LED Strip Light -300LEDs 72W per roll
- Select PCB Color :: White Background
- Select Operating Voltage:: 24VDC
- Select Waterproof Rating:: Non-Waterproof IP20 - Adhesive Back
- Wavelength:: 850nm (-$12.00)
FSLSR-60-5050X940IR
Sub-Total: $558.800
Free Shipping (DHL UPS or Exclusive Express): $0.0000
Total: $558.800

Best regards,
Customer Care Team

Réponse de SuperLightingLED

24 févr. 2025

Dear Tony,
We are extremely sorry to hear about your dissatisfaction and the inconvenience you have experienced. However, we would like to clarify some important points regarding the situation.
Firstly, regarding the remote control request, we understand that you wanted 3 remotes with specific functionalities to control 13 strips in different sets. Unfortunately, our product's remote control does not support such customized and complex grouping and individual control functions. We communicated this limitation to you as soon as we realized it, but it seems there was a misunderstanding.
Secondly, about the PayPal dispute, we were not able to handle it promptly due to the weekend. We understand that PayPal has a process where if the seller does not respond the PayPal dispute, the order will be automatically canceled and refunded after 10 days. However, this does not mean we are intentionally not delivering the product. We always aim to provide our customers with the best possible service and products within our capabilities.
I see that you disputed the order and left a comment after communicating with us via email within three hours of ordering. The following is a log of orders processed：
2025/02/19 08:54:47 Order Processing Please send 3 remotes. One for each of the sets listed for a total of 13 strips. a set of 3 a set of 4 a set of 6 Thanks!
2025/02/19 08:54:56 Order Processing Transaction ID: 4CT65146TM2780126
Payment Type: PayPal Express Checkout (instant)
Timestamp: 2025-02-19T00:53:38Z
Payment Status: Completed
Amount: 1936.74 USD
2025/02/19 11:30:34 Order Processing
2025/02/19 12:03:05 Order Fail PayPal status: Reversed @ 22:01:49 Feb 19, 2025 PST
Parent Trans ID:4CT65146TM2780126
Trans ID:7BW80183YL938174K
Amount: -1851.22 USD

We would like to emphasize that we have no right to keep the payment without delivering the goods. In this case, the issue arose because of the product limitations and the misunderstanding about the remote control functions, not because we intended to withhold the product.
We truly regret any confusion or frustration this has caused you. We are committed to resolving this issue and ensuring a satisfactory outcome for both parties. We are open to further communication to find a solution that works for you.
Thank you for your understanding.
Best regards,
superlightingled team

Réponse de SuperLightingLED

Actualisé le 24 déc. 2024

Dear Monte,
We are truly sorry to hear about the inconvenience you experienced with your recent order. We understand that the situation was not up to your expectations, and we would like to take this opportunity to clarify the events that transpired and express our commitment to providing better service.
On December 3rd, you placed an order for a new model product priced at $30.46. Due to the nature of this special model, it requires additional production time, which we communicated to you via email on the same day. We apologize for any confusion this may have caused.
Three days later, we received your request to cancel the order. We promptly sent an email to inquire about the reason for your cancellation, but unfortunately, we did not receive a response. After waiting for two additional days, we were notified of a refund request through PayPal. We immediately agreed to the refund and canceled the transaction.
We regret that our response time was not as swift as it should have been, and we acknowledge that we should have clearly stated the production wait time for special models on our website. Please be assured that all transactions on PayPal have a minimum refund period of 180 days, so there is no need to worry about not receiving a refund.
We have been in business for 13 years and pride ourselves on our service and reputation, with over 32% of our customers being repeat clients. Nothing is more important to us than providing excellent service and maintaining a good reputation.
If you have seen this reply, we would like to extend our sincerest apologies and offer you a $30 discount coupon with no minimum purchase required for your next order. This is our way of showing our commitment to making things right and ensuring your satisfaction.
We value your feedback and are constantly working to improve our processes to better serve our customers. Thank you for giving us the opportunity to address this issue and for your understanding.
Best regards,
Superlightingled Sales Team

Hi Monte,
You have a minimum of 180 days to dispute the order you paid for at any time, because the merchant didn't fill in the logistics number, so the order itself wasn't successful, which is your right, for the incorrect amountor way you applied for, we have just checked it and have already applied for a second time for a refund for you （$6.25 USD refunded） , we are sorry we didn't pay attention to these small details. In a disputed state, the merchant can only process the refund for the amount disputed by the applicant.

Best Regards
Superlightingled team

Réponse de SuperLightingLED

Actualisé le 14 oct. 2024

Dear, Shakhnazarov Vagan
I checked your order record, you asked to cancel the order immediately after the payment was completed, our staff processed the refund for you in 10 minutes, and you have received the refund, we also bear the 4.3% paypal processing fee. We just told you that the refund will be processed by the finance team and not the order team and we will process it immediately, but this angered you and you left this very bad review, I want to extend my sincerest apologies for any frustration or inconvenience you experienced during the order cancellation process. We strive to provide the highest level of customer service, and it seems we fell short in this instance.

I understand that you were expecting an immediate refund, and while our team did process the refund within 10 minutes, it appears the communication about the refund process was not as clear as it should have been. We appreciate your patience and understanding that refunds are handled by our finance team, which is separate from the order processing team.

We have taken your feedback to heart and are committed to improving our internal processes to ensure that refunds are processed as quickly as possible, ideally within minutes of the request. We also recognize the importance of clear communication and will work on providing real-time updates to our customers during the refund process.

Again, I am sorry for the negative experience you had, and I appreciate your feedback. It is customers like you who help us grow and improve our services. If you have any further concerns or need assistance, please do not hesitate to contact us.

Thank you for giving us the opportunity to serve you, and we hope to have the chance to demonstrate our commitment to excellence in any future transactions.

Warm regards,

SuperlightingLED Team

Réponse de SuperLightingLED

14 oct. 2024

Dear Customer,

We are absolutely delighted to receive your glowing review of our 110V LED controllers with remote! Your feedback is incredibly valuable to us, and it's fantastic to hear that you've experienced smooth operation, easy brightness adjustments, and found the materials to be of high quality.

It's wonderful to know that our store's design resonated with you and that Mr. Mike was able to provide the assistance you needed. We strive to create a welcoming and knowledgeable environment for all our customers, and it's heartening to see that our efforts have made a positive impact on your experience.

Your high satisfaction is a testament to our commitment to excellence, and we are grateful for the trust you've placed in us. We are always eager to exceed expectations and are glad that we could contribute to your lighting project.

Please feel free to reach out if you need any further assistance or have any questions in the future. We are here to support you every step of the way.

Thank you once again for your kind words and for choosing SuperlightingLED. We look forward to serving you again soon!

Warm regards,

SuperlightingLED Team