Brite Star Manufacturing Company

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I strongly disagree with MsK*** regarding the product's advertisement because the instruction sheet that was included with each light set clearly states in the first line "This LED light set with timer is battery-operated...." (see attached copy of instruction sheet-front & back) Initially I thought the info about the timer was on the box but after receiving Jeanine's email on January stating there was nothing on the box about the set including a timer, I then I remembered it was on the instruction sheet which I kept a copy of In my prompt reply to Jeanine's email also on January 19, I apologized for the err and told her the information about the timer was on the instruction sheets included in the returned boxes (4)If the instruction sheet had been in only one box, I would call that a simple err but the sheet was included in each box and I call that misrepresentation or advertisement. If the aforementioned instructions had not been in the returned boxes as I stated to the customer service rep, I do believe she would have told me that. I do believe that Jeanine (customer service rep) read the instructions for herself and tried very hard to accommodate me with a similar product with a timer which I appreciate her efforts However, my complaint is that the net lights that were sent to me are not comparable They are old and/or used lights in old boxes and I bought new lights Therefore, I do not accept the response made by Brite Star to resolve this complaint
Regards,
*** *** ***

Dear [redacted],
I am responding to the above complaint, sent to us on February 9, 2015. The customer returned 4 Sets of a [redacted] item that she thought came with a timer function. It is battery operated, but nowhere on the package does it state that there is a timer. The customer...

claims the instructions were included with information about a timer. doubt that, but I feel that the customer should have read the information on the package clearly and, if she had, she would not have purchased that particular product. There is no false advertising involved here.Furthermore, our customer service representative worked with the customer quite extensively. They had several phone conversations, and, frankly, the representative went above and beyond what was required. She and the customer agreed on another product with a timer. We sent her 4 sets, at a comparable price to what she returned.
The sets were not used, had never been used, contrary to what the customer is stating. They come from our stock, and we even checked to be sure they were working properly before sending them out.
It is my opinion, after speaking with the representative, and reviewing the emails, that not only did we fulfill the warranty requirements, but we went beyond them to accommodate the customer's requests. This matter is closed.
Best Regards,Judy K

Review: Beginning November 1st I had contacted Brite Star Manufacturing Company regarding a warranty issue on 15 boxes of LED icicle Christmas lights. The products after 1 season had gone bad and were garuanteed for 3 seasons. I spoke with [redacted] explained the issue and was told to return the items for evaluation and I would be contacted with a resolution. The resolution was to replace with a similar product due to the company not producing the item I had originally purchased anymore. This product was shipped prior to me speaking to [redacted]. [redacted]. Once received I did not believe the new product was of similar comparison as it was 3.5 feet or 1/3 shorter than the original product and was a 1-piece set as opposed to a 2 piece set. After further debate with [redacted]. [redacted] I had sent the items back for what I was told would be a full refund of the purchase price plus shipping cost. Weeks went on with no response to calls or voicemails. When I finally was able to reach [redacted]. [redacted] regarding this issue she was confrontational and made yet another claim that either the product would be replaced with the exact same product or a full refund plus shipping cost would be provided. This warranty claim has gone on for 2 months now with no resolve and what seems like none in the future. It is very difficult to get in contact with [redacted] and seems as if I am just getting a run around on a product that has failed and happens to have a 3 year garauntee.Desired Settlement: Refund or replacement of same product plus shipping

Business

Response:

Dear [redacted],

The matter listed above is in the process of being resolved. As we were unable to satisfy the customer's requests for a replacement, although we did send lights to him, we will be refunding him the cost of the light sets returned to us as well a s a shipping charge for the return of the replacement lights.

Our warranty policy clearly states that we will replace or repair lights that are returned to us, not refund. [redacted] did not want any of the lovely LED icicle lights we offered him. We feel it is in his best interest to refund him the cost of the lights at this time.