Brightech Reviews (%countItem)
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Brightech Rating
Address: 14530 Keswick St, Van Nuys, California, United States, 91405-1201
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Address: 14530 Keswick St, Van Nuys, California, United States, 91405-1201
Phone: |
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Web: |
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Add contact information for Brightech
I ordered a lamp that only worked for 5 weeks. After numerous calls,emails and pictures. Replacement part does not match. Warranty not honored
I purchased a sky lamp on September 13th from amazon. 5 days after the amazon return timeframe ended the lamp stopped working. Started dealing with brightech on october 21st. I has to send emails with and without pictures, place multiple phone calls and troubleshoot for 45 minutes on my own to have the three year warranty honored. I finally received a replacement part today November 6th which the color does not match. After another phone call and multiple emails, I was first offered a 25% refund of the 69.99 purchase price which is not acceptable. I expressed this and was told I would recieve a whole new lamp if I sent back the part that makes the lamp work. This doesn't work either since I have no installed fixtures in my apartment which would put me back in the place of using a flashlight. I offered to send the non working part back now no one from customer service is responding to me. I have spoken with ***, *** and most recently ***. I would like a new lamp or my money back and as a customer I am not willing to jump through any more hoops, it's not right for a product under warranty. Hoping the Revdex.com can help me.
I would like a replacement lamp within a reasonable period of time and then I will return the broken part and the non matching colored lamp or a full refund
I've been in touch with the customer directly. After re-reviewing the case, I'm sending her the full product first and she will send the return back to us after everything is working as it should.
issue with lamp/warranty issue
Purchased a lamp from this company. The lamp broke a year later.They listed a 3 year warranty. When I contacted customer service regarding the warranty I was immediately denied. I was blamed for the issue right off and told what I had done wrong. I responded that none of the scenarios had happened and without prompting (since it doesn't seem like they even cared) explained what had happened. Company seems not to have the ability to acknowledge that it's possible they produced a lamp with a defect. Very demeaning interaction with customer service. I dropped the issue without much resistance as the lamp never stood upright and the alignment was off (likely due to the defect in the wood) and I wasn't set on receiving another of this same problematic lamp. Also when the wood base broke it cut my hand, which customer service also didn't apologize for or acknowledge.
acknowledgement of poor customer service and company admission that it is possible they could produce a product with a defect.
We reviewed the case and have decided to accept the customer's complaint. We have refunded them in full ($69.99) for their purchase. See below for our response:
"I discussed your case at length with a manger. We have been approved to provide you with a full refund in accommodation for your case. You should see it show up on your original payment method within the next couple days."
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sure Brightech is aware that a full refund is $84.59 not $69.99. I see the shortchanging may be a trend as one of the other complaints lists the same problem. Will accept the partial refund and happy to be done with this company. Seems less like bad customer service and more like a couple of degenerates behind the scenes intentionally antagonizing/bullying customers. Would like this post to stay visible as a warning to others if possible.
Hi Revdex.com,
We provided the customer with a full refund. Her Amazon order number XXX-XXXXXXX-XXXXXXX, which was the only one we have for their account, was in the amount of $69.99. We are unable to refund more than the amount that was submitted to us in the first place.
If the customer feels that we refunded her on the wrong order, she should get into contact with us immediately and provide us with the order number that she feels she paid $84.69 for. Since emailing the customer with our original message to refund their order, she did not get into contact with us to clarify the currently voiced complaint of an impartial refund. If the customer does not correspond to us directly on this matter, we will not be able to proceed with the assistance she is requesting.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi ***,
I do not receive messages through the Amazon account as it is an account that I no longer use and the password was recently changed due to some unrelated issues. The current price of the lamp, my invoice and credit card all listed an approx $85 charge. However, upon additional scrutiny of the invoice I do see the price of the lamp listed as $69.99 with additional items totaled on the invoice leading to the higher charge. I apologize for the oversight. That doesn't change the fact that I feel like I was treated poorly by your company. If we really break it down in our amazon messages you were telling me that a Brightech floor lamp, if lifted, must be held 100% perpendicular and in your words you 'would expect it to break' if tilted (15 degrees was the exact tilt in question). To me this is a display in your own lack of faith in your product rather than proof of my mishandling. I had spoken to Amazon customer service that also thought this is normal handling (and offered to reach out on my behalf) I believe most customers do not intuitively know your lamps must be completely perpendicular or you expect it to break. I also realize in our litigious society a company's instinct may be to protect themselves and although I'm not personally out looking to get something for nothing this is likely something Brightech runs across frequently and may be trying to provide as good of customer service as possible without getting taken advantage of by unethical people in the world. The same week this ridiculous lamp incident occurred that I'm really excited to put behind me by the way...I had stayed at an Airbnb. My boyfriend jumped out of bed in the middle of the night having been bitten by a centipede. I notified the owner who apologized and let us know that they spray for critters but now and then something gets by. Also offered a 10% discount if we were to ever come back. When it came to review time, I thought about it and felt like it was a freak incident and still gave them a 5 star review. The owner handled it well. They didn't blame me and come up with hypothetical scenarios of my guilt 'you probably left the door open' etc. If the information on the original Revdex.com complaint was in plain site you would have seen that I didn't want the money. I wanted you to admit that it is possible that there was an issue with the lamp that had nothing to do with me. I'm telling you I have owned many lamps in my life time and understand proper handling and DID NOT do anything weird with this one. And also admission that the interaction between us was bad customer service on your side. That is what I would have considered resolution. But I do thank you for the FULL REFUND!
I ordered 2 products from this company. Received one a month late with obvious damage. No response for weeks, did not honor their warranty. Terrible.
I ordered 2 lamps directly from Brightech on June 1st (***), paying $187.84 (15% off the total). I did not get one of the lamps for almost a month. When it arrived, it had obvious damage (I have videos and pictures) to the base and to other parts of the lamp. This was visible even without the whole thing being unwrapped. I reached out to Brightech customer service via email; no response for well past the 1 day in which they say they'll respond. I reached out again a couple of weeks later. Spoke to an *** named *** on July 2nd and emailed him the pictures. He agreed unequivocally, "Yes, it's obvious that you received a damaged product. This should not be an issue to replace." Then he called back later after talking to a ***, and said that the damage may be "an air bubble" and they could give me a 20% discount. I told them I wanted a new lamp or a full refund, and that a chipped and cracked base was obviously not an air bubble. He forwarded my email and pictures to the warranty department, and then I no longer heard from him after July 8th despite my asking him to explain the change in the "obvious" damage. In the meantime, I had emailed the general customer service account again and spoke to another *** named ***. He thought maybe "Amazon sent you a returned item" (even though I did not order it via Amazon) and said I could mail back the damaged parts. "Just to clarify no fees will be charged to you for it." I explained that as it had now been over 6 weeks since I initially had ordered or wanted the lamp, I would rather just return it and get my money back. It was not worth all this hassle. He then asked me for the dimensions of the box (for the return label). I gave him the dimensions for the EXACT BOX in which THEY HAD MAILED IT TO ME and he kept asking if I could find a smaller box instead.
He finally agreed to print me a label for the box in which they sent me the box. As the videos and pictures will show, the only things I unwrapped were the damaged/chipped/scratched base and the lamp shades/covers. NOTHING else in that box was unwrapped. I put in the same exact wrapping/packing material and took it to a FedEx facility nearby. I then emailed Brightech notifying them of the return so they knew to look out for it. Today, I receive an email saying that they had refunded me $98.24. I paid $123.16 for this lamp (originally $144.90). Since nothing else had changed between the time they sent me a DAMAGED lamp and the time I sent it back, I'm not sure why they can't uphold their own warranty. This has been terrible customer service from day one. Who sends damaged products to customers and then thinks the customer is dumb enough to believe it when they say, "Actually, that giant chip on the base is just an air bubble"? There is literally no reason for me to have to have gone back and forth on this for 6 WEEKS about a stupid lamp. The fact that they are choosing to steal $25 for no reason at all speaks volume about their integrity (or lack thereof) as a business.
I would like a full refund, and for the time I have wasted in dealing with this, I think Brightech should be charged a penalty for disingenuous customer service/warranty claims. I would also like an explanation and an apology, as well as some word on how they're going to be changing their customer service moving forward.
I've been emailing the customer directly. A full refund for the product in question has been provided and an additional partial amount on the purchase has been offered for compensation, pending discussion and approval from the customer. The representatives who dealt with the case have been spoken to and reeducated on our policies so that this type of situation doesn't occur ever again.
Bait and Switch advertising practices.
When I first accessed the Brightech website, I entered my email address and spun their 'discount' wheel. I got two emails; one said 15% off and gave a code at the bottom. The second was a different code. At checkout, I entered the code for 15% off. It took 10% off. I contacted customer service via email. They asked for my spin code. I forwarded the email showing the 15% off and explained my question. I was again asked for my spin code. I provided that and was told it was only good for 5% off. I was not using my spin code. I had sent the email showing 15% off. They wrote back that it was a typo and they would notify their advertising department. I did not receive the 15% discount. On the website, the product I ordered said 5 year warranty. When I received the product, it states a 3 year warranty. In my shipment, I received a card that said Receive a Free $20 Brightech Gift Card when you follow us on Instagram and Upload a picture of the product in your home. I did both, was acknowledged by Brightech and received a code for $20 off a $70 order. This is not a Gift Card, it is a coupon offer. All three incidents have a reoccurring theme: bait and switch. It seems like a good product with the exception of one cloudy light bulb, durability remains to be seen. Overall, it has just been a bad experience with the company.
$20 credit with no minimum purchase required. I need to buy a replacement bulb for the 1 shoddy light bulb I received with the original order.
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***@brightechshop.com
We've been in contact with *** and have provided the promised promotion amount, which should have been done before, as well as provided warranty coverage for the bulb issue that *** mentioned.
After the company received notification from the Revdex.com, they reached out with adequate resolution on all accounts. I would like to close out the complaint 06.25.2019.