HID Nation

As I am unfamiliar with HID headlights and the products HID Nation sells I called in to ensure I ordered the proper headlight kit for my vehicleI informed the sales associate I had aftermarket lenses and answered the questions he had to ensure a correct orderThe questions he asked were apparently not sufficient as they sent a kit that will in no way workI contacted them to request the issue be corrected and they are asking me to pay for the return shipping as well as the shipping for the correct product when the mistake was made on their end

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This business CLAIMS that the items which I received were correct, but they are NOTAs proof of this, I am enclosing photos of my order confirmation as well as photos of the items that I receivedAs you will see, they do NOT matchWhen I contacted the business to discuss these issues, they dismissed my complaints by saying that the items were simply "mislabeled"I do not trust or accept their answer--the bottom line is that my order confirmation says one thing, and the product says anotherThey either misrepresented the items on their website, or they made a mistake during shipping or a product substitution that I did NOT agree to (or was even aware of)No matter what the case, they made a mistake (or several)They should accept responsibility for THEIR mistake--but they won't.Not only was the products the wrong color, one of them was the wrong "format"...I ordered Hbulb and HbulbThey sent me H11sTheir "excuse" for this was that they were all the same, anywayWhy didn't they say that upfront, then? Another mistake that they made, and are trying to make excuses forAnd on top of all of THAT, one of the bulbs just did not work, at allWhen I installed the bulbs in my motorcycle, only of the bulbs workedI purchased exactly what they recommendedWhen I discussed this with them, they said I must have installed it wrongWell, according to their website, that should be impossible--their bulbs are supposed to be 100% direct replacements, they guarantee "plug-and-play" compatibilityThere are MANY issues with these items, it was not simply a "mislabeled"item
And as far as the Refund Policy is concerned--the access the Refund Policy must be CONSPICUOUSLY posted, as per California State LawThis is ABSOLUTELY not the case with this companyThe Refund Policy is ONLY available from the Checkout page, and even then, the policy is not presented there--there is only a link to the policy on that page, and it is in small print, and it is "camouflaged"Furthermore, I specifically asked about their Return Policy, on a direct telephone call, and they did NOT openly and honestly describe their policyLater, they then blamed me for asking about their Return Policy, not specifically their REFUND PolicyIt's absolutely ridiculous, and this is a violation of California State LawThe law states that the policy must be posted conspicuously, and simply including it on a sales transaction document (such as receipt) is NOT enoughAnd by they way, they didn't even do that--the Refund Policy is NOT on the receipt or the order confirmation.This company may have been in business for years, but NOT as a reputable, trusthworthy member of the business community--check their Yelp reviews and their other Revdex.com complaintsThey don't always make mistakes--but when they do, there has been nothing but trouble with this company--apparently, they just keep changing locations when their reputation catches up with them.As far as my agreement to their refund policy--I accepted their offer to refund 70% of the purchase price of the items; what I am disputing is the RMA fee (as well as the return shipping, because I should not have to pay for their mistakes)I proceeded with this option based on the advice of my credit card company--it is they who suggested that I accept the 70% refund and dispute the RMA fee; it was my intention all along to pursue a full refund--I e-mailed the company many times and even spoke on the phone with them to express this intent
Regards,
* ***

When you have a halogen in a low beam/DRL or high beam/DRL, the halogen runs at one voltage to produce a dim light for the DRL then a different voltage to run brighter for the low/high function. HID/LEDs cannot change brightness, they just stay at one brightness (very bright). So in some vehicles, the DRL function diminishes and you just have the low/high function. In other vehicles, the DRL function will remain but the light will show the same whether in DRL or low/high it will stay the same. The cancelers will eliminate flickering and prevent the parts from straining in the kit that works as the low/high beam that used to function as the DRL when halogens were still installed. Therefore, if your DRL normally function off your low beam, but when HID/LED is installed in low beam and the DRL function diminishes, all you have to do is turn on your low beams during the day to have the same exact effect as if the DRLs turned on during the day

As you can see in the screenshot below, we already provided a full refund minus shipping to the customer for the items that were returned to us. (Image Removed By Revdex.com Staff Member)

I put in an order for Hheadlights for my vehicleI called customer service before hand just to make sure of what I neededWhen the led conversion kit arrived I tried to install it and it wouldn't fit due to the length of the back of the led bulb, and one was missing an installation ring.I contacted customer care via email and the guy told me "All sales are final as stated on our page." I explained to him that I understood that but due to the fact that my bulbs don't fit, I don't see how that pertains to meHe offered me a partial refund as long as the equipment arrives in resalable condition, which is impossible because of the things you have to do to the heat coils before installation! He also said they'd be charging a 30% restocking fee! He gave me the RMA# for returnIn the mean time I ordered a different set that was more compact but this time they were only the led kit not conversion kitThey arrived with the connectors wiggling aroundI tried to install them but they woul

Hello ***,
Please note that we have received your notice and kindly excuse the delay in response, we have been getting reacquainted with this piece of the process for any formal complaints.
Also thank you for your follow up call as well
In regards to Mr*** ***'s
complaint we can understand his frustration, but our terms and conditions are required to be read and check marked prior to submitting a final order
Our terms and conditions clearly states that ALL SALES are final and that we do not issue any refunds, only store credit in the event that any exchange or return shall ariseIn addition, he the customer had ordered incorrectly, this was not an employee mistake or employer glitch either, which if it ever is we would take full responsibility for any replacements or shipping charges, regardless of what he states that he contacted us to update his order that gets electronically submitted to our warehouse and our packaging team to box up
Also please note that when and if any Warranty is purchased this warranty covers only the product and not any shipping charges.
Our company offers lifetime warranties and 1-year warranties for our customers to select at the time of purchase
Mr*** desires to get a full refund for the product purchased which will not be granted due to our clear terms and conditions that are stated on our website before any charge has been made
Hope this helps clear things up, if you have any questions please contact one of our representatives or myself
Thank you
***
Regards,
Halo Automotive
*** ***

Hello,We are very sorry to hear of this situation So we looked into it immediately All of our components come with a manufacture's warranty which lasts days after delivery of the products The customer contacted us a month and a half later regarding the issue he was having with
the HID kit The sales rep tried to help him trouble shoot the exact component he needed to be replace and directed him to file warranty claim Once he filed a warranty claim, our warranty department looked over the order and the notes from the sales reps' phone calls and determined that even though his manufacture's warranty expired, we would send him a replacement bulb if he covers the shipping fee of $ We did not ask him to purchase another bulb, we did not force him to pay twice We simply asked him to cover the shipping fee for a free bulb, despite the fact that he was no longer covered under any warranty HID Nation apologizes for the misunderstanding and if our warranty department did not state that clearly enough for him. Thank You,*** ***
*** ***

I ordered sets of headlights each with a year warranty (which I paid extra for) for our cars from hidnation.comThey have posted satisfaction scores and customer service exellence all over their webiste so I thought it was safeThe headlights arrived poorly packaged and unprotected in the mailI wasnt surprised when they did not work properly after installationI contacted the "warranty dept." of hidnation.com and they have been giving me the run around for weeks about replacing the damaged and defective itemsFinally I just told them I would ship everythong back for a full refund and be done with itThey said to be able to return anything, I would first need an "RMA number" and their specific return address which they would only give me if I agreed to a partial refund or in store creditMy bank is now trying to get my money back for meI have photos of the items and copies of all the email correspondence from them if I need to back anything up!

I have spoken in email for months with these people never really got my questions answered I have called over times always spoke to sane person he sounded like he was mexican he also didnt speak much english he informed ne he was who I was speaking to in email always spoke to same man on phone untill one day I asked sone questions he was dumb founded like he thought I was an *** and he transfered ne to the company owner which then did sound like he knew what he was talking about but somthing never added up and when I saw how many bad Revdex.com reviews they have and all these reviews I decided to go with another company which was very reputable I never lost my mother from hid nation but I have had a several months worth of bad experences with them and I want ti say if you dont back yoyr product and you offer warrintes but you never follow through on the warrintes your worthless also if you send a product back with tracking to this company and they signe for it becayse you get notified when they do abd tell the customer tgat you never recived it which happened to a friend of mine your a lieing scaming company that needs to be taken down for stealing peoples money for profit

To whom it may concern: The customer is not eligible for a refund since it has passed the window of time for a return authorization. We can not provide a full refund for installed, used, and warrantied items. The customer did not purchase the appropriate accessories for the LED kit
to function properly the first time, causing them to fail prematurely. We still replaced the entire kit under warranty, even though it was not a manufacturer's defect. The customer received the new kit and used it before installing the items we initially recommended for his type of vehicle. The customer is still experiencing issues with the kit, and we have provided him warranty options and suggestions for resolving the issue. He requested to switch to an HID kit. We provided the customer a description of the HID kit he would need, with an addition $coupon on top of the 15% discount code we have for the holidays. Thank you

Dear ***,Yesterday (7/9/15), you were shipped your replacement bulbs under warranty at your request Attached is the email thread regarding this request for your bulbs At no point did you request a refund or credit. Here is the email thread showing the entire conversation
proceeding the hand written letter you sent to us The email thread also shows that you filed the Revdex.com complaint after you were given shipping verification of your replacement bulbs HID Nation To***
Jul at 4:56 PMUSPS tracking #: *** Thank You,Support Teamwww.HIDNation.comFrom: "***" To: [email protected] Sent: Thursday, July 9, 4:PMSubject: Re: HID Nation WarrantyThank you so very much for your response. If possible I would like as close to white as possible. Gratefully,*** * *** -----Original Message-----From: HID Nation To: *** Sent: Wed, Jul 8, 1:pmSubject: Re: HID Nation WarrantyDear ***,Okay sounds good, we will ship those out immediately today We noticed on your original order you ordered 3,000k which is a yellow color Did you want another color for these Hbulbs? Please let us know then we will provide you with your tracking number. Thank You,Support Teamwww.HIDNation.com -----Original Message----- From: *** To: sales Sent: Sat, Jun 20, 11:am Subject: Re: HID Nation Warranty I just want H13/9008-091813. Single low beam that goes with P out norm T case -40" C - +-5" C -----Original Message----- From: HID Nation To: *** Sent: Fri, Jun 19, 4:pm Subject: Re: HID Nation Warranty Here is a copy of your order you placed online February 11, 2015:Name Code Qty Unit Price Options HID BulbsHN-Bulbs129.98Application = H13(High/Low)Color = 3,000kWarranty = Lifetime Warranty $(+9.99)Subtotal29.98Shipping16.99Tax0.00Total46.97 Here is what your order would have looked like if you had ordered the Bi Xenon bulbs:Shopping CartItemOptionsUnit PriceQty.CostHID Bulbs [remove]Application : HBi-Xenon $(+39.99)***" To: [email protected] Sent: Friday, June 19, 2:PMSubject: Re: HID Nation WarrantySEE THE ATTACHMENT -----Original Message----- From: HID Nation To: *** Sent: Wed, Jun 17, 1:pm Subject: HID Nation Warranty Dear ***,We are very sorry for the confusion about your order, we know this has been an inconvenience for you We can ship you the Bi Xenon bulbs you requested, however there is a $price difference between the high/low bulbs you purchased and the bi xenon ones you requested We understand you gave us a $check when you sent us the original bulbs you purchased This $fee covers the shipping needed to send you the replacementsIf you want the high/low bulbs we can ship those out today at no additional costs to you If you wish to receive the bi xenon bulbs you will need to pay the $difference and we can ship you those as soon as possible. Thank You,Support Teamwww.HIDNation.com

The shipping fee can not be refunded, since this was the fee to deliver your package and can not be returned once the package was processed and deliveredTherefore, the $can not be refundedThe returns department processes the packages once week, so once your second return has been processed the returns department will email you

I purchased HLED kit from their websiteOriginally there was a any issue the connector but it was fixedAfter months of owning these LEDs that are suppose to last for 5+ years, the LED lights went out almost completelyI could no longer use them as headlightsIt was unsafe to drive at night simply because they did not give off any lightI contacted warranty and they sent me a replacement where I had to pay for the replacement and the return shipping of the original lightsThey also get me to buy their decoder/canceler that is suppose to fix the LEDs flickering/dyingI have spent 130$ on getting these lights fixedThey told me that it is my fault for having auto lights on when EVERY newer vehicle has auto lightsI requested a refund and they refusedI asked for changing to something different to maybe HID and they only offered 20$ the order plus I would have to return the LEDs to them at my cost I purchased these in August 21st My first replacement was November with

Revdex.com:I have reviewed the response made by the business in reference to complaint...

ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I don’t know why they subtracted the shipping. I paid for shipping both ways! Also, I’m waiting on my refund from the other order in this claim!
Regards,
[redacted]

To Whom It May Concern:Our warranty and sales department has answered all of the emails from this customer in a timely manner for over two weeks.  The customer claimed to have a vague issue with the items, so we offered to replace all of the components under warranty.  The customer did not...

want to and wanted to process a return instead.  Even though it had passed 15 days of purchase, which is the window we can process returns for credit, we extended it due to the holiday season.  Without having any verification that the items were "defective" other than the customer's email stating that they just do not work, they are subject to the same terms and conditions of a return that every single one of our customers are subject to, which are clearly stated in our refund policy on our website.  HID Nation can not provide the RMA# and return address to the customer until they agree to full store credit or a partial refund.  We do not waive from our refund policy to ensure every customer is treated equally.  HID Nation has bent over backwards constantly answering the emails and questions of this customer, in order to answer all of their questions and needs and have offered all of our services, through warranty, exchange, and return, but they have been continued to be dissatisfied no matter what.   Kindly,HID Nation

To whom it may concern: All returns are subject to the terms and conditions for a return, pending the items are received in resalable condition.  If the customer is unhappy with the products they chose, we offer full store credit to apply to anything else we have on our website, as we...

specialize in various products.  Our department can not waive from our policies and procedures for returns, in order to treat every customer equally.   Regards,HID Nation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This business CLAIMS that the items which I received were correct, but they are NOT. As proof of this, I am enclosing photos of my order confirmation as well as photos of the items that I received. As you will see, they do NOT match. When I contacted the business to discuss these issues, they dismissed my complaints by saying that the items were simply "mislabeled". I do not trust or accept their answer--the bottom line is that my order confirmation says one thing, and the product says another. They either misrepresented the items on their website, or they made a mistake during shipping or a product substitution that I did NOT agree to (or was even aware of). No matter what the case, they made a mistake (or several). They should accept responsibility for THEIR mistake--but they won't.Not only was the products the wrong color, one of them was the wrong "format"...I ordered 1 H11 bulb and 1 H8 bulb. They sent me 2 H11s. Their "excuse" for this was that they were all the same, anyway. Why didn't they say that upfront, then? Another mistake that they made, and are trying to make excuses for.And on top of all of THAT, one of the bulbs just did not work, at all. When I installed the bulbs in my motorcycle, only 1 of the bulbs worked. I purchased exactly what they recommended. When I discussed this with them, they said I must have installed it wrong. Well, according to their website, that should be impossible--their bulbs are supposed to be 100% direct replacements, they guarantee "plug-and-play" compatibility.There are MANY issues with these items, it was not simply a "mislabeled"item. And as far as the Refund Policy is concerned--the access the Refund Policy must be CONSPICUOUSLY posted, as per California State Law. This is ABSOLUTELY not the case with this company. The Refund Policy is ONLY available from the Checkout page, and even then, the policy is not presented there--there is only a link to the policy on that page, and it is in small print, and it is "camouflaged". Furthermore, I specifically asked about their Return Policy, on a direct telephone call, and they did NOT openly and honestly describe their policy. Later, they then blamed me for asking about their Return Policy, not specifically their REFUND Policy. It's absolutely ridiculous, and this is a violation of California State Law. The law states that the policy must be posted conspicuously, and simply including it on a sales transaction document (such as receipt) is NOT enough. And by they way, they didn't even do that--the Refund Policy is NOT on the receipt or the order confirmation.This company may have been in business for years, but NOT as a reputable, trusthworthy member of the business community--check their Yelp reviews and their other Revdex.com complaints. They don't always make mistakes--but when they do, there has been nothing but trouble with this company--apparently, they just keep changing locations when their reputation catches up with them.As far as my agreement to their refund policy--I accepted their offer to refund 70% of the purchase price of the items; what I am disputing is the RMA fee (as well as the return shipping, because I should not have to pay for their mistakes). I proceeded with this option based on the advice of my credit card company--it is they who suggested that I accept the 70% refund and dispute the RMA fee; it was my intention all along to pursue a full refund--I e-mailed the company many times and even spoke on the phone with them to express this intent.
Regards,
[redacted]

To whom it may concern: Yes, the warehouse employees reviewed the items and they confirmed the items shipped back to us were the items the customer ordered off the website ordered.  When entering in the customer's vehicle information, we can verify that he ordered the products our website showed compatible, as well. We tried to cooperate with the customer before the items were shipped back.  Being an online store, we compromise by requesting pictures via email so we correct any issue as soon as possible.  If we can not verify the issue through pictures or if there is no issue at all and the customer just wants a return, then the refund will be subject to a 30% restocking fee.  We can not not waive from our policies and procedures to ensure every customer is treated equally.   Regards,HID Nation

To Whom It May Concern: The items that were shipped to the customer were in fact the correct ones for the motorcycle he ordered for, as evidenced by his order and photos of the product he received.  With aftermarket products, sometime the part number have overlapping numbers/correlations,...

which can make it confusing.  We have been in business since 1999, providing top of the line HIDs and LEDs.  If the customer did in fact receive the wrong product or faulty product we would replace the items free of charge.  In this case, the customer did not like the product he received and requested a return for a refund.  Before you check-out on our webpage you are able to see "Refund Policy" where it states that all items are subject to a 30% re-stocking fee for a refund if the products are in new, unused condition or full store credit.  The customer finally agreed to these terms before ans RMA# and address were provided for a return.  The customer is eligible for full store credit or a partial refund for the items he has returned to us, just as we promised before he returned his order.  No hidden fees or gimmicks. Our company has been in business this long because we are one of the few online stores selling aftermarket lighting that responds to every phone call within business hours and every email within four hours.  We provide excellent customer service and products and we stand behind our policies and procedures to ensure every customer is treated equally. Regards,HID Nation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below:
We have followed everything this company has asked us to do and we started this complaint within the 30 day window. The bottom line is the product does not work. We want a full refund for the product and the $25 in shipping we have shelled out. If they send us a shipping label, we will send everything we currently have from the company back to them and will wait for the full refund. Please let me know how to proceed.