We are here to tell you the truth, we're not going to lie. Since we are a family owned online business, we cannot always match the service of say Home Depot and Costco. However, we do strive to make every one of our customers happy, and we believe we do so, but we cannot make EVERYONE happy (no one and no company can), unfortunately. Considering we have dealt with over 46,000 customers throughout the years we've been open, on a rare occasion we get customers that are not satisfied. Considering we have maybe about 3 bad complaints online given our customer base, we are very proud that at least say 99.75% of our customers are satisfied with us, and we have a LOT of repeat customers. We need repeat customers or we'd be out of business! Below we have documented two (2) customers that we are aware of that are not satisfied that you may find doing an online search, and we are not going to hide from it. We will summarize their dissatisfaction below and explain our position and what we did to try to resolve the problem:

Complaint #1: We recently sold one (1) spool of rope light to a customer with a company name of AKG. He purchased a spool of rope light via the telephone with one of our sales reps. We did let him know that we were in the process of relocating our offices and warehouse, and we did promise we would ship the rope light as soon as possible. The customer called us a few days later asking where the rope light was, and unfortunately the manufacturer didn't ship the one spool as soon as they said they would. We then contacted the customer with two choices, 1) We can cancel the order and offer a full refund, or 2) We told him the soonest date we could get it out. The customer then called us back and stated as long as it gets shipped by that date that he still wanted the rope light. We bent backwards, did our best, and DID get the single spool of rope light shipped on the date promised, and provided the customer with a UPS tracking number. Before the item shipped, this customer would call us at least five times a day, every day, and we explained that we were doing our best, and his constant calling slowed us down as we were VERY busy with last minute pre-holiday orders and our phone lines were ringing constantly! He was also calling our sales line, which made things worse as they had to manually transfer to our customer service #. We did everything we could, but he acted as if we should drop everything we are doing, every order we are working on just to satisfy his need for attention. We regret he was still not satisfied, but we tried.

Complaint #2: In 2009, we had a customer call us SIXTY (60) days after he received his order claiming about half of his order was missing. Keep in mind that our policy, which is clearly posted in our Terms & Conditions, is that any missing or damaged items must be reported within 48 hours after reciept of the delivery. We find this policy more than fair, and as a matter of fact if it is within a week or two we will do our best to help the customer. Missing or damaged items have to be reported to UPS, and they have pretty firm guidelines that we have to follow. Even with all this, we still tried to help SIXTY days later! First of all, the shipment was a single 9 lb. box, which was (as all packages are) re-weighted at a UPS center to adjust weight accordingly (for billing purposes to our account), and per UPS, the box shipped was in fact 9 lbs. We then physically re-weighted what the customer CLAIMED to only receive, and it came out to 4 lbs! This proved that the customer was lying to us and either lost or damaged the item he said he never received (or was just trying to get another one for free). Why else whould he or ANYONE wait 60 days to report a loss/damage. Would you? Exactly.

If you have any questions or comments, please feel free to write us via email at: sales@socallighting.com