bulbamerica.com

Dear [redacted],On behalf of BulbAmerica I would like to apologize for the unsatisfactory service you received from our staff. You have been refunded in full for the price of $163.32.The manufacturer dropped the ball here and we take full responsibility.  Again, we are truly sorry and hope you...

can give us another chance. Kindest regards,BulbAmerica Service

Hello,We have spoken with [redacted]. It appears his original email might have been adressed to [redacted] (a marketplace) we utilize instead of directly to our support or sales team. We have gone ahead and issued a refund for the one bulb that [redacted] explained had burnt out. [redacted] further said he...

will now like to withdraw his complaintThank you,[redacted]

Review: The bulb I purchased has a 90 day warranty. I purchased it on 11/**/2014. I received the bulb on 11/**/14. I installed the bulb into my t.v. and it immediately caught fire. I contacted Bulb America and received a RA# for a return. They received the burnt bulb on 11/**/14. Since then I have spoken with 5 different reps with the company. I provided the correct t.v. model number as well as the correct replacement bulb number. Although each rep agree that i'm due a refund, I haven't heard any response from Bulb America as of today 12/*/14. I've left several messages and even left my personal telephone number and yet still no response. At this point i'm fed up and frustrated that Bulb America refuses to communicate with me on this matter.Desired Settlement: Refund-Credit Card Credit

Business

Response:

Hi[redacted],We spoke with the [redacted] about 20 minutes before he filed this Revdex.com complaint. After some investigation, it has become very clear that he placed an order for a projector bulb that was not compatible with his TV. We sell over 10,000 unique projector bulb replacements and sometimes finding the exact bulb replacement for the TV model can at times be complicated. We sell between two hundred to two hundred and fifty replacement projector bulbs daily and have a very high success rate (rarely do we have any issues).Either way, on the call that was received before [redacted] opened this claim [redacted] (our Customer Service Representative that spoke with him) agreed to refund his order in full and according to her he sounded thankful and appreciative.I hope the refund resolves this complaint.Thank you,[redacted]

Review: BulbAmerica has a rewards program. Over the past couple of years I had accumulated over 130,000 points in their rewards program, and there was no expiration date for the use of these points. Recently I contacted them to find out why the point value had been reset and was told that they expired. I immediately went to their website and could find no such expiration date listed anywhere in their documentation. I have emailed back and forth with a representative of the company who has only promised a 10% coupon for future purchases which would require that I spend an additional $1500 to recoup the value of the lost points. He would ask me what I wanted, I would tell him I wanted the lost value as a gift certificate, he would offer 10% off on orders. Then when I was unhappy, he would ask for my desired outcome. I would tell him I wanted the lost value back and he would offer the same 10%. This has been going in circles since September **. Recently I checked again and there is NOW an expiration notice listed in the rewards program, but this did not exist when I originally contacted them.Desired Settlement: I would like the roughly $150 in rewards money credited to me as a code that I can use on a single future purchase.

Business

Response:

We have checked within

our loyalty point system and have confirmed that you do currently have an

available balance of 36,994 points.Screenshot taken on

11/**/15 at 2:00pm EST: [redacted] Our on-site point /

loyalty system functionality is not a program that can be custom controlled by

us. The reason is that it has been offered to us as a third party software

service which we utilize to extend the point system to our customers. This

program has been added to our platform to allow customers to earn points on

purchases and then use those points to buy coupon codes that would discount the

price of an online purchase within a year from the time the points were

originally awarded. Unfortunately, the

expiration date on earned points that are generated by this third party

software have been setup outside of our control. The software platform is hard

coded to automatically expire any unused points after 12 months. We have

documented this on our website and truly apologize for any inconvenience. In

the future we are planning on adding additional expiration information to other

parts of our website.We feel that it is

important to also note that within our point system we are currently unable to

see any points that were awarded before October of 2014 which blocks us from

verifying that you were previously awarded those additional points.As a one time courtesy

we are prepared to offer a single-use coupon discount code of $50 for not

making the expiration period clear enough. We hope you can understand our

position and we wish we could do more. Coupon

code: [redacted]Thanks and Happy

Holidays!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I appreciate the gesture of the $50 coupon code. I do not understand why it has taken 90 days to come to this conclusion when I have requested the coupon code each time I have contacted the company. I would appreciate that they at least compensate me for an amount closer to the amount that was taken away. It isn't the customer's issue that the business has chosen to outsource their rewards system and have no control over it. Surely they have the ability to issue a coupon code, as they have shown in the previous response. But through about a dozen email exchanges, the company stood firmly that they were entirely unable to do so. I would appreciate a reply that is closer to the value that I lost, especially since I would like to continue using the company as a vendor, which in the long run works out best for everyone. Thanks.Sincerely,

Business

Response:

We offered the customer a

very reasonable solution taking into consideration the system limitation we

have to deal with. One of the solutions given to him was a 10% discount per order

on his future orders in the value of his missing points. The customer rejected

that offer; I am not sure what more we can do.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The business's response has proven that they ARE indeed able to give me exactly what I am asking for. For months they were saying that they were unable to modify point balances or give out coupon codes that would compensate me for the entire amount. In their responses to the Revdex.com, not only have they provided a coupon code (proof that they are able to do so) but they provided a screen shot of their points system that clearly has a button to modify the balance, which would allow them to put back the points that I am missing. I don't understand why, given that they ARE able to do so, they insist that they can't. This really should be a simple resolution. Thanks.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I placed an order within the last 30 days through [redacted] for 4 specialty bulbs and within a few days of getting them, 1 of them burned out/stopped working. I emailed Bulb America and did not get a response.Desired Settlement: What they think is fair.

Business

Response:

Hello,We have spoken with [redacted]. It appears his original email might have been adressed to [redacted] (a marketplace) we utilize instead of directly to our support or sales team. We have gone ahead and issued a refund for the one bulb that [redacted] explained had burnt out. [redacted] further said he will now like to withdraw his complaintThank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I did use that Company's E-mail address: [redacted]

Sincerely,

Review: I talk to [redacted] sent me item that don't work and just said he will look into it 3 day ist nothing to look into the item don't work.Desired Settlement: just want my money back I return the item

Business

Response:

The total of $91.12 has been refunded to the customer.

Review: Here is the last correspondence with BulbAmerica after inquiring again about our refund. I was told that they are looking into the maufacturer warranty on what I bought.

"Why is there any issues with warranty as far as our complete refund. We never got the product we ordered in the first place. We ordered and paid for 12 soft white, 2700 led bulbs but we got 5 that were actually soft white, 5 bright white and 2 a completely different size altogether that wouldn’t fit our under cabinet lighting…all in 12 exactly the same type of box marked 2700!

From day one we never got what we ordered or paid for and have been going round and round for months now including a wake up call at 5 am one morning here in AZ from somewhere back east, taking pictures to send your company per YOUR request to show the problem, mailing everything back.... This isn’t a warranty issue, it is something you need to deal with your manufacturer, not with me, and YOU need to give the refund ASAP! As it is, I am going to the Revdex.com right now because this is ridiculous. I have no more patience!"

[redacted]Desired Settlement: We didn't get what we paid for, the company already knew they had probems with those bulbs, I sent them back and I would like a full refund for somehting we never used becuase we got a hodgepodge of product posing as the same product.

Business

Response:

Dear [redacted],On behalf of BulbAmerica I would like to apologize for the unsatisfactory service you received from our staff. You have been refunded in full for the price of $163.32.The manufacturer dropped the ball here and we take full responsibility. Again, we are truly sorry and hope you can give us another chance. Kindest regards,BulbAmerica Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We purchased two projector bulbs from this company. They had a 90 day warranty and expected life span of 3000 operating hours. Within 30 days and 10 operating hours, one of the bulbs failed. They did replace that bulb. Then recently we contacted them to report that both bulbs were not unusable as both are so dim that the image can not be seen. The person taking the complaint said she will talk to the manufacturer/supplier and see what could be done. After a few weeks, we were told the manufacturer agreed to replace the bulbs and she will submit an RMA to us. We did get that RMA and returned both products to them. We recently got a call from them saying they got the bulbs returned, but that only bulb was purchased from them. The receipt clearly shows we purchased two. After questioning this issue, we were then quickly told they were out of warranty and they would not warranty them for us and they hung-up. This is not what we were told or why the RMA was authorized to us. We are also now without the 2 bulbs sent to them so sending them to another company for rebuild is not an option.Desired Settlement: We simply want the replacement as promised. We understand they are out of warranty, but with only 300 hours of the 3000 hour life span is why we contacted bulbamerica in the first place. It was not to request a refund or replacement, it was to report that they may have a quality issue to resolve. It was the manufacturer that agreed to the replacement and that is the reason an out of warranty RMA was even issued by bulbamerica. This arrangement with the manufacturer was initiated by bulbamerica, not us. I just need them to step forward and do what they said they would. We the customer are now out the two bulbs, and bulbamerica has an agreement with the manufacturer to replace them for free. They gain and we as the customer loose.

Business

Response:

As per our call with [redacted] we have issued the refund for the bulb transaction via [redacted]

[redacted] has already processed the refund and it should be reflected in the customers account shortly.

A PDF document that lists the refund has been attached to this response.

We apologize for any confusion and thank you for your patience and understanding.

Thank you,

Review: Order bulbs for a projector twice, both times, received the wrong bulbs. Returned them on 06-**-2014. They received them on 06-**-2014. They are trying say that they never received the packages first, then only one, now both. But know in the original one ordered, they are claiming first that I damaged it and know that I did not pack it back right and it was damaged. I repacked it how it came to me. In the second box, they are now trying to say that there was only one bulb, when there was definitely 2 bulbs. This conversation took place today. After I called them back 2 days ago because on July [redacted] I received an email from them stating the I would be receiving my refund. That to date I have still not received. This is $590.04 that has net been returned to me. Also, why do they need to do further investigating, when they cannot get their stories straight. They had no problem taking my money, but cannot seem to return it. Wow, what a program!!!!Desired Settlement: Complete refund for both orders.

Business

Response:

Dear [redacted],

We apologize for the misunderstanding in your order and its return.

Upon further investigation we were able to look into and verify the weight of the package that you sent back.

When we approached the third party fulfillment center (had originally claimed they only received one bulb in that shipment) they went back to investigate.

After a lengthy audit and additional confusion in their receiving department, they have fortunately gone ahead and decided to credit us for both lamps.

We are going to give you a full credit for both lamps as per your request immediately.

Again, I am sorry for any trouble this has caused and I appreciate your patience and understanding,

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have yet to receive the requested refunds. Once I do receive the requested refunds, I will then gladly accept the resolution and close out this complaint. Thank you for your attention to this matter.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On February [redacted]I purchased a projector bulb from BulbAmerica.com through their portal on [redacted]. BulbAmerica advertised this product as an OEM bulb that cost $252.36 plus applicable tax. The product was shipped and received without delay, however the bulb filament burnt out in under 13 hours of non-continuous use. I requested an exchange on February **(referred to as an RMA exchange) through [redacted], as that is the portal I had used and did not want to confuse anything. After waiting 2 business days with no response, I contacted BulbAmerica's customer service directly by phone. BulbAmerica stated that no exchange was requested, and they would process the request and send me an email confirmation shortly. I waited six more business days with no response, and this point becoming concerned as this bulb was imperative to a presentation that needed to be done.

My purchase had been covered by [redacted] Trusted Stores protection in case of any issues, so I reached out to them for assistance on March **.. At this point I was forced to go out and purchase an entire projector to complete the presentation, and requested through my [redacted] representation a refund from BulbAmerica since they could not even acknowledge that an exchange would occur in a timely fashion. On March **my RMA was approved and required me to pay out of pocket to ship the faulty bulb back to BulbAmerica. BulbAmerica then shipped me a replacement bulb that was received on March **. That was not as I had requested and my [redacted] representative then requested the refund again from BulbAmerica. On March **BulbAmerica approved the second RMA request for refund and I again shipped the bulb back to BulbAmerica at my own expense. On April [redacted], Bulb America confirmed that my requested refund was approved. Now we are at April **and I have still not received my refund from a purchase.Desired Settlement: My frustration and inconvenience caused by this entire situation has been absolutely unacceptable. I expect my refund as promised immediately. I also expect an apology from the company, and hope that the [redacted] spends a serious amount of time reconsidering this business's accreditation. Please read the reviews of this company on [redacted] and see that I am not the only individual with this exact issue from this company. I encourage the Revdex.com to reach out to me for any further information.

Business

Response:

Hi [redacted],

This order was refunded in full (earlier today) as per the screenshot attachment.

My apologies to the customer.

Unfortunately, the projector bulb market has some misconceptions. The manufacturers of the projectors do not manufacture the bulbs and consumers generally can experience compatibility-issues when replacing projection bulbs.

There are over 10,000 variations of bulbs and getting it right can sometimes be tricky. That aside, we ship 80 - 100 projector bulbs daily and find that literally 98% of our customers are very happy with our quality and pricing.

Review: A problem hasn't occured yet, but I wanted to file with the Revdex.com right away to make sure my return is handled without the run around treatment as so often happens with online services.

I ordered 20 daylight blue LED halogen light bulbs from bulbsamerica.com.

The picture showed the bulbs with a light frosty blue coating, but the bulbs had no such coating and shined yellow like a normal bulb.

I immediately e-mailed bulbsamerica.com that I was sending the bulbs back right away.

I shipped them back immediately to the same address on the label that I recieved them from. [redacted]

Arriving Monday, 11/**/2015

Afterward I recieved an e-mail back instructing me to return the order to a different address, so that worried me and prompted me to file here right away.

My order number with bulbssmerica.com is #[redacted].

I was also informed in the e-mail there would be a 15% restocking fee in addition to my doubled shipping cost losses for the misrepresented product.Desired Settlement: The product seems highly misrepresented so preferably, I would think it prudent for a 100% refund, not only without a restocking fee, but covering both times I had to pay shipping to recieve and return the package.

Consumer

Response:

They have contacted me and assured me that they will handle my return without hassle.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I bought a projection TV magnavox original brand (120/132) watt bulb from BulbAmerica Co., but they sent me OSRAM brand (132/150)watt which is not my purchased brand, and when I contacted the company, they try to mislead me.Desired Settlement: I want my money back in full amount plus the return delivery charge that I paid to FedEx which is $8.03

Business

Response:

Hello,