AspectLED, Inc

The recessed in-ceiling fixtures that the customer has purchased are UL listed and we would be happy to provide proof of this certification directly to the customer's electrician and/or city.We certainly don't want to leave any customer unhappySo, even though the customer purchased these months ago, we would be happy to accept a return of these fixtures and to provide the customer with a full refund, less any shipping costsWe would need the customer to simply return all of the fixtures that he purchased from us (both the in-ground/in-wall and in-ceiling) within days and we will promptly issue a refund to the customer

I am rejecting this response because: We returned the goods to Aspect two weeks ago (tracking info here: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=*** ), and submitted a dispute with our credit card company on the grounds that the goods are not allowable by our electrical codeWe'd be happy to pay the 15% re-stock fee but expect a full return on our purchaseWe will not accept store credit

Initial Business Response /* (1000, 5, 2016/03/17) */
Thanks for this inquiry
We're sorry to hear that the customer was unsatisfied with his color temperature decision
We believe in always putting the customer first and our customer service representatives were actively working with the
customer to find a mutually agreeable solution when he filed this complaint, so we are somewhat surprised to see this complaint
However, this customer purchased these lights in October, and it is now March, At the time the customer placed his order, he stated that he was in an urgent rush to install them and requested that we rush the fixtures out to him, so we presume that he has been using these fixtures since OctoberUnfortunately, the customer is over months past our return period
If the customer had inquired within any reasonable amount of time, we would have been happy to have made an accommodation for him, however, it was been over months between the time he placed his order and the time he inquired about changing his light color
Our representatives have extended several options to this customer to remedy his concerns, which he has not responded to or addressed
We have gone to great lengths to have all of our color temperature options professionally photographed and calibrated so that we accurately demonstrate the light colors on our web site
The icons on our web site showing color options were created and validated by a third party engineering firmSo, we stand firmly behind the descriptions and color swatches that we show
It is possible that the customer's computer monitor or mobile device isn't properly calibrated or is showing a skewed color
If the customer wanted a warm light, we did have a warm white color option, which was listed on the page that the customer used to purchase the lights
The customer indicated that he previewed color temperatures at his local home improvement store, however, the fixtures that he used to compare the color were not fixtures that we manufacture and accordingly, the color temperature was different
Per our returns policy, which the customer agreed to at checkout, we are unable to accept a return months after his initial purchase
We believe that the issue at hand comes down to the fact that the customer chose a color which he now regrets
However, in an effort to satisfy the customer, we would be willing to make a one-time accommodation and split the cost of replacement fixtures with the customerAccordingly, we would be willing to replace the customer's neutral white fixtures with warm white fixtures only (he can utilize his existing drivers) at 50% offThe total cost to the customer would be $plus shipping
If the customer would like to accept this offer, he can contact either of the representatives whom he has been working with
Initial Consumer Rebuttal /* (3000, 7, 2016/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did spend a considerable amount of time researching before I placed the orderProjects don't go as you plan, it was delayed and I agree its past your return period
Also all my monitors , laptops and mobile devices doesn't have skewed displaysI'm attaching a screen shot from your web site displaying the color temperature and a pic of the light installed in my basementFor argument sake you can say the camera is not professional , or the pics are photo shopped , but in reality they look like fluorescent tube light , not as displayed on their web site which anyone who is not color blind can see the difference
Also the lights I compared at local stores , the manufacturer may be different but the color temp is a scientific unit which doesn't lie , would it ?
Also $and shipping on top of $of initial cost is bit too much for me to afford
Final Business Response /* (4000, 9, 2016/03/21) */
We have made an offer to the customer to compromise on this situation, meeting the customer exactly in the middle, despite the fact that the customer has acknowledged that his return period expired over months ago
We stand firmly behind our color descriptions and would note that this customer is the only customer whom we've ever heard a complaint from regarding this issue
Our offer to resolve the situation stands

Initial Business Response /* (1000, 5, 2015/06/30) */
We're very sorry to hear that the customer is unsatisfied with their purchase, however, the customer ordered custom lights, with a custom painted finish, that we produced and built specifically for him.
As long as the lights are properly...

installed utilizing an air-tight backbox they would be fully compliant with the Wisconsin air-tight installation code/statute that he references.
Upon listening to a recording of the call during which the customer placed their order, the customer was specifically informed by our representative that these were custom lights. We would be happy to forward a copy of this call recording to the Revdex.com.
Per our return policy, which is clearly linked to from every single page of our web site, special order items can not be returned, because we build those items specifically to the customer's specifications.
We always encourage customers to show the specifications for any light to their electrician or local inspector prior to purchasing their lights.
We also do not have any minimum order requirements so as to encourage customers to order a sample light to ensure it meets their needs before placing an order for custom lights.
The lights that the customer purchased are not in any way identified as air-tight lights, and in-fact, it would be impossible to produce the particular light that this customer ordered in an air-tight version, as the customer purchased a gimble-style light with an adjustable interior assembly that can be swiveled within the trim ring. These gimble-style lights are perfectly acceptable for use in any hot-roof system, interior joist spaces, or most other interior uses, as long as they are not part of an air-tight envelope. When an air-tight assembly is required at the location of the light, these can be easily made air-tight with the use of a backbox.
We have never changed our story or given any excuses. Using a backbox to airseal a fixture is a very standard concept in construction and is not specific to lights. When used in an air-tight envelope perimeter almost any device that is not intrinsically air-sealed needs a backbox, this includes speakers, motion detectors and alarm components, sprinkler heads, security cameras, and HVAC equipment. Again, this is a very standard concept.
We do manufacture a full-line of air-tight lights. However, all lights that we manufacture which are air-tight are specifically identified as-such in the product description. The lights ordered were not identified in any way as being air-tight. Further, no representative here made any representation that these lights were air-tight.
Because we have specially produced this product to the exact specifications requested by this customer and the customer was fully aware that these were a custom product, as he was told so by our representative at the time of placing his order, we are unable to accept a return.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with this resolution. As I stated - you have changed your story about the lights. Originally when I called the customer service agent on the phone about the issue of the lights not being airtight - he kept saying to me " nothing is airtight" and now I am being told they need to be installed in a back box ( which is not stated anywhere on the installation instructions I received prior to purchasing the lights). As I told the company I cannot perform a backbox installation due to the house has a cedar ceiling and I cannot afford to pull it all down due to the discrepancy in their installation instructions. No where on the website does it say that the lights are not air-tight and need backbox installation. The claims about custom order is not entirely true - when I ordered the lights online the lights did not state they are a custom order under the descriptions anywhere and the agent who talked to me on the phone when they had to switch my order should have relayed that information to me that these are non-refundable. I was never told or encouraged to buy a sample light to check it out! I am not sure where that even came from! I never resorted to name calling but was not impressed when I was accused of being dishonest and without integrity. Give me break - I have been polite in the whole situation and actually expected a polite reply and understanding and taking care of the situation. The company's website has something to desire and they definitely need to consider an overhaul to better address these types of situations. I showed my electrician the installation instructions prior to purchase but as I said there is no mention of needing to build an airtight box. The first I heard of on airtight box is as of yesterday.
Final Business Response /* (4000, 9, 2015/07/08) */
After researching this case, we have confirmed that the customer was informed via telephone upon placing his order that the fixtures he ordered were custom fixtures.
Per our return policy, which is clearly posted on our web site, and linked to from all pages on our site, these custom lights are built specifically for the customer and can not be cancelled or returned.
We regret that we can not accept the return of these items and we consider this matter closed.
Additional information:
Prior to ordering, the customer never mentioned to any of our representatives that he was needing an air-tight installation. If he had, we would surely have guided him to an air-tight fixture or would have been happy to have explained how to install these in an air-tight envelope.
Recessed lights can be used in a variety of applications, most of which don't need to be airtight. As an example, in a typical 2-story home, all lights used in the basement and first-floor generally don't need to be airtight, since they are in an interior space that is not considered part of the exterior building envelope. Only the lights on the second story that are installed on the border of an unconditioned attic space would need to be airtight.
Again, the customer never stated to us prior to ordering that he needed air-tight fixtures.
We have custom produced these fixtures to the customer's exact specifications and painted them according to the customer's instructions. We simply can not accept a return of custom fixtures.

Thanks for bringing this complaint to our attention. It seems that this customer installed his drywall before fully planning his electrical installation, which we believe to be the root issue in this matter. We go to great lengths to explain to customers how to properly install our products. On...

our web site, right on the product page for the items that the customer purchased, we have a link under Technical Docs directly to the installation guide. This installation guide clearly explains how to install the product in great detail. The company did not involve our attorneys in this matter until *after* the customer stated that he had retained his own attorney. Our attorneys offered an opportunity for the customer to return all products for a credit if he executed a form settlement agreement, releasing his claims and agreeing to a confidentiality provision. The execution of this type of settlement agreement is a very standard practice when a lawsuit or threatened lawsuit is resolved.We offered, on numerous occasions, the opportunity for the customer to return his products, yet he failed to return them. The customer also simply stopped responding to our attorneys, who were working with him to come to a resolution. The customer then contacted his credit card issuer and filed a claim with them. The customer's credit card issuer found that we had fully honored our obligations to the customer and resolved the matter in our favor.Even though the customer has had these products in his posession for over 6 months and has used them, if this customer would like to return all products that he purchased from us within 7 days from today, we will gladly accept a return and provide the customer with a full credit, less shipping costs. If he would like to take us up on this offer, we would need all products (both the in-ceiling and the in-ground/in-wall lights) that he purchased, returned to us.

Dear Mr. [redacted],   Thank you for taking the time to contact us regarding your recent order. I am sorry to hear that you are unhappy with your experience ordering from aspectLED. According to our returns policy, a special order item  is any item that is built for you as is the case with...

non-standard trim colors (white, dark bronze, brass, etc.). The “Built for you” text appears automatically when an alternate trim color is selected, as well as a projected lead time. Additionally, the build time is referenced again in your cart  as you are checking out. That being said, we strongly believe in all of our customers having a positive encounter with aspectLED so we would like to once again extend the offer to allow the return of your painted trim fixtures for store credit less a 15% restocking fee or credit your original payment method less a 30% scrap fee. If you chose to move forward with this return, please let us know and we will issue you the necessary RMA. Again, we apologize for any confusion that our return policy caused and hope that you find the solution we are offering agreeable.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].I will accept the latest offer with the following caveat….between Feb. and now we have completed construction of our home and I was able to successfully install the 2 well lights the way they were intended.  They are currently in use in my landscaping as they were deemed suitable by the electrician for my application.  12 of the 14  3.15” 9W fixtures are in the sealed boxes they came in, two were opened for inspection. I will return those 14 fixtures at my expense. Please advise.

Initial Business Response /* (1000, 5, 2015/05/18) */
We're sorry to hear about this customer's frustrating experience.
Upon reviewing the record, our representatives did provide the customer with the UL File Number and other information relating to the UL certification for the specific...

product.
We can't be certain of the specific requirements of every municipality, so we always suggest that homeowners inquire with their local municipality to ensure that the product will be accepted prior to purchasing it.
That being said, it is very rare that we come across any city that will not accept the certifications on our lights.
Unfortunately per our return policy, which is clearly posted on every page of our web site, the window to return these lights would have expired nearly 6 months ago.
If the customer would have returned the lights within any reasonable period of time, we would have been more than happy to have issued the customer a refund for the lights.
Even though it has been six months, as a one-time courtesy, if the customer would like to send the lights back within the next 10 days, we'd be happy to issue the customer a $100 courtesy refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'd like AspectLED to send me the UL File Number that they claim to have sent previously. I never received this number, and the City of SF has never received it. If we would have, we might not have had to take out their lights.
I'd also like AspectLED to clarify if their lights are actually UL Listed lights and not simply UL Registered lights. As I said in my complaint, it is the fact that they claim that their lights are actually UL Listed when they are actually UL Registered that required us to remove them from our house and purchase other lights.
The "no refund" policy is obvious on their web site, and I have not problems with that, but this sort of policy can't apply when a vendor incorrectly or falsely advertises a product.
I'd like AspectLED to attach the original email that includes the UL File number they say they sent. If they are unable to do this, send me the UL file number and I'll see if the lights that I purchased are actually UL Listed or UL Certified as they say on the physical item.
I want a full refund. If they want the lights back, send me a UPS ticket and I'll return them.
Final Business Response /* (4000, 9, 2015/06/05) */
We'd be happy to have a copy of the UL certificate for this product sent to the customer, however, it sounds as if the customer seems to have already found an alternate solution.
Again, it is very rare that we come across any city that will not accept the certifications on our lights.
We're sorry about the situation and we hope to be able to earn this customer's business again in the future. So, we've refunded this customer's order in full. The customer should see a credit to their card within 2-5 business days.
We have issued a return label, and would appreciate if the customer would return the items, as he offered.
In reviewing the customer's account, it does look like it took many e-mails and phone calls from the customer for him to get a few responses from us back in December/January of last year.
Since then, we've brought on a Customer Care leader, have hired additional customer service and technical help, and we've made enormous improvements in our customer service response times and helpfulness. We're confident that if this issue would have happened today, we would have representatives available to provide immediate documentation, speak with his city, and to have promptly answer his inquiries.
We can only apologize for our lack of responsiveness to the customer's issue and we hope that the customer will considering doing business with us again in the future.

The customer was issued a full refund by his credit card issuer, so we now consider the matter to be closed.

Initial Business Response /* (1000, 5, 2015/09/15) */
Good Day,
I'm showing that copies of the product cut sheet, UL certification information, dimensioned drawing and product submittals were sent to numerous parties representing the client, including XXXXXXXXXX XXXXXXXXXXXXXXXXXX, XXXX...

XXXXXXXX, XXXXXX, XXXXXXX XXXXX and XXXXX XXXXXXXX, prior to this purchase being made. In additional, follow up documentation has been sent on several occasions.
A copy of the documentation was also sent directly to the local Building Inspector, XXXXX XXXXXXXXXX, as the request of the customer.
If the customer would like any additional information, we would be happy to assist. Please feel free to contact us anytime at [redacted] option 2.