Complaints

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just a terrible return process. The return process and getting your money back takes over 30 days which is cruel and unusual at best. Terrible company to do business with.

  Business response

  07/19/2024

  Dear Customer, 

  We sincerely apologize for any inconvenience caused to you. May we know the details order number? Should you have any further issues, please feel free to contact the customer service online or please send an email to ****************************** Your understanding will be much appreciated. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Iv had the same problem with best buy wanting to run the manufacturer warrant the same time as the extended warranty I paid for .I attached letters saying they **** sorry for the mistake last time but here we are again with a refrigerator and the same problem

  Business response

  12/06/2023

  Dear Customer, 

  Our customer ********************** team will reach out to you soon, please check your inbox and reply. In the meantime, if you have any questions, concerns, or further suggestions, dont hesitate to let us know by writing to this email ***************************** and well be happy to help!

  Customer response

  12/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****************************      And to add olight has the best customer service iv ever had tru champions in resolving a issue

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered some products on 9/15/2023, they kept sending me tracking numbers but nothing ever shipped, I told them to cancel the order and refund my money, it has been than a week and I still have not got my refund, I have contacted them thru chat many times and they keep saying they have issued a refund but they have not. I want my money back.

  Business response

  10/02/2023

  Dear Customer, I checked your order#******************, we have refunded you, but maybe our system need more time to process it. Please don't worry, I will contact our colleagues in the finance department to confirm this amount again. Our customer service will contact you via email as soon as possible. Hope you can undersatnd.

  Customer response

  10/03/2023

   
  Complaint: 20684356
  
  I am rejecting this response because: I still have not received any refund.
  
  Sincerely,
  
  *****************

  Business response

  10/10/2023

  Dear Customer,
  
  Sorry to bother you. This is Olight team.
  
  I asked our colleagues in the finance department, we have refunded you on Sep 26, 2023, you could check the attachments. The last number of the card is 5646. Could you please confirm that again? If you don't receive the refund, I suggest you could also contact the bank to double check the money status.
  
  Your prompt reply will be much appreciated! Any further questions please feel free to let us know.

  Yours sincerely,
  Olight team.

  Customer response

  10/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am at diamond level which allows two day early sale purchase. Via a ******** post I saw said all items had been mailed out for silver and above. Today **** I received 1 item from the first order with no email to say my order had shipped. I sent an email asking for information as to why and was told my first order was in pre shipment. Yesterday **** I made two orders which for unknown reasons have already shipped. What gives?

  Business response

  09/22/2023

  Dear ******, we deeply regret the delay in the shipment of your orders, as we want to automate shipments so that we can deliver your order faster in the future, but there are some problems with the system at the moment. We are actively fine-tuning the new system, which has resulted in a slower processing of orders and logistical delays beyond our usual standards. Your all orders have been sent to ***** all items had been mailed out for silver and above, please wait patiently.
  
  We are collaborating closely and exerting every possible effort to accelerate our logistics operations. So your first order#US1694995217529236 has been split, the Exploit Mini has been delivered via **** **********************, please check that, other items will be delivered to you soon via **** 9234690285325304747056. 
  
  And I checked the second order#US1695239542971800 and third order#US1695241516893551, they are all in transit now via ****. Here are the tracking numbers: **********************, **********************. **** will update the status as soon as possible.
  
  Your kind understanding would be highly appreciated. Should you have any further inquiries or require assistance with any other matters, please do not hesitate to contact our customer service.
  

  With sincere gratitude,

  Olight Team

  
  

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/9/2021 We placed a very large order from an Olight Distributor which included 27 Valkyrie Lights, 18 ******* Lights and 7 Warrior 3 Lights. That Olight Distributor provided supplemental documentation that Olight is a "No Hassle Warranty Replacement" manufacturer which we specified in the bid that is a requirement to proceed with the sale. The company we bought from is no longer in business so we have to go directly through Olight.Last week I was working on 6 claims including 3 Arkfelds, 2 Warriors, and a Valkyrie so I contacted Olight, and the customer service rep *** advised it wouldn't be an issue to get it replaced. Fast forward to me dealing with ***, I provided her with 6 Serial numbers and a count on what was needing to be replaced. She then accused ** of trying to scam them and failed to respond to any further messaging. I need them to either replace those 6 lights and agree going forward that they will honor the warranty process as the distributor had advised in 2021 or they can buy back the lights that we had purchased.

  Business response

  05/02/2023

  I apologize for this inconvenience. If you would like to return the light to ** for warranty work, please fill out the attached Warranty Repair form, making certain to include the Return Merchandise Authorization (RMA) number we have assigned you (As indicated below). Please address the shipping information as follows:
  
  Olight ***
  RMA-*****************
  7951 ***********. STE B,
  ******, **, 22079
  
  Kindly let you know that we emailed the return lable to you, please feel free to return the defective for ************ we receive your light, we will determine if it can be repaired or if it should be replaced altogether. Your understanding and assistance will be much appreciated. 

  Customer response

  05/02/2023

   
  Complaint: 19980438
  
  I am rejecting this response because: It doesn't address any of the concerns/issues that have been brought up.
  
  Sincerely,
  
  *********************

  Business response

  05/04/2023

  As per our warranty policy, if the product was purchased within 30 days, customers are eligible for a return. However, if it has been more than 30 days since purchase, customers will need to send the products back to ** for repair or get brand new replacements.
  As the system shows that customer has initiated a warranty repair request on our official website already, and we have provided with a prepaid return label. Please note that we have not yet received any updates on the package being picked up by the shipping carrier, so the replacements are unable to ship for now.
  
  As the Olight warranty policy stated,once we receive the returned product, we will promptly send out a new one and provide you with the latest tracking information via email.For more details, please kindly check this link ****************************************************.
  

  For any further questions or concerns, please feel free to contact Olight customer ********************** team.
  

• Initial Complaint

  12/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I orded a olight marauder mini in blue its scratched bad quality control i paid 140 dollars

  Business response

  12/10/2022

  kindly let you know that we have provided solutions with our customers, we have provided return labels for free returns, and the warehouse will send the brand new replacement as soon as we receive the customer's return. Thanks

  Customer response

  12/10/2022

   
  Complaint: 18551761
  
  I am rejecting this response because:
   
  i was told ehen i first bought they would send a replacement  then i can send old one back 
  Sincerely,
  
  *********************

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  First.Olightstore website (https://www.olightstore.com/) shows address is : ************************************************************* This is different then what BBB has.Olight refund process is not giving my refund.Jul 16, 2022, 02:00:36 Order:US1657951236293090N This order was returned and received by olight.I have been dealing with olight csr name *** *** is not in *** and english is not his primary language. I go back and forth with *** trying to make the conversation clear and understood. I am exhausted with the months of communication.*** claims there is a dispute on the charge, which is true because of errors in refund process (mixed up shipping label numbers, confusion on items, confusion on addresses).Now that Olight finally has the items back my refund of $173.17 is now held up because Olight failed to respond to the dispute. Finally, *** insisted that if I closed the dispute the refund would proceed. So I closed the dispute with my CC.*** now claims the dispute is still not closed and no way to refund.I have had enough!I would like to add, I have requested with several Olight Employees to get the corporate office / Olight headquarters location contact information and I am being 100% ignored.You have no IDEA how many emails, and live chat sessions it has taken to get this far. I would have NEVER returned and (ATTEMPTED) to refund my purchase if it was not for the unprofessionalism of the CSR's of Olight.This is BEYOND insanity.One email that started Aug 26, there are 42 conversations going back and forth with *******Aug 24th, CSR ***************** mixing up shipping labels. I want my refund.All my CSR's I have been speaking to are Olight ***** but the order was from olightstore website. What is going on?

  Business response

  09/15/2022

  Dear Sir/*****,

  We have received your complaint letter. We really sorry about your disappointment. Whatever the reasons are, a satisfactory solution will be provided. We dont compromise our customers satisfaction under any circumstances.

  After the communication with Mr. **** and our finance, we have submitted the relevant information to our finance department and will return the refund to Mr. **** within 1-3 business days. Thank you so much for your understanding and patience. We will keep following the progress of this refund and the whole process.

  Sincerely,

  Olight Team

  Customer response

  09/16/2022

   
  Complaint: 18026862
  
  I am rejecting this response because:
   Seeing is believing. This has been told to me by olight for weeks. 
  Sincerely,
  
  *******************

  Business response

  09/16/2022

  Dear ****,

  We are sincerely sorry for keeping you waiting and thank you so much for your patience. 

  We take your questions seriously and follow up on your refund from time to time. We submitted a refund request on September 15th and the refund is expected to be returned to you on September 19th. Meanwhile, we also reply to your email and follow up on the progress of your refund. We really apprecite your patience and understanding!

  Sincerely,

  Olight Team

  Customer response

  09/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Although it took 2 months and a BBB complaint to get the refund.

  NOTE: VARIOUS emails back and forth (at least ************************ one email!!) 

  Now tha I have had such a bad experience it has tainted my decision if I NEED your product... and if I am willing to deal with what is behind the product.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 2020 $82.74 which was also with another light That was cheap **** if i recall.They recall** it saying they would pay 110 percent I was offer** ***** plus 10 total ***** They trying to force me to pay for alight 3x the time price I paid in the first place.This was a insult *** told me she would give me 15 percent off which I told her is nothing I already had that.The light at the time I recall was on sell and the current green one which isn't a Limit** ** like the one I got is cost $108.00 I believe after all this I should get a trade for a same Limit** ** the new blue one.The product did burn my pants and cause me damage luckily i wasn't hurt. This product should of been test** much more and 210k plus of them shouldn't of been releas** I told *** to have a manger contact me she stops replying to my emails.

  Business response

  08/29/2022

  Hello *****,

  This is ***** from Olight customer service team. We feel sincerely sorry that you have had the bad experience with our customer service specialist. 

  After checking our email history and the application you submitted, I found that you the order number you provided US20031300541 is M2R PRO ODG bundle with I1R 2 DT kit. And you paid $ 82.74 for this whole bundle. As we only recall the M2R PRO in this order, we counted the priced of the single light M2R PRO ODG in this order is $71.97(The full price of the M2R PRO ODG is $119.95, and you get 40% off in this bundle deal); And we provided 110% credit as the priced you purchase, so you will get $79.17 credit finally.

  As the light caused a loss to you, we would like to give you a corresponding compensation. And I will send you an email later to follow up your case. Please don't worry, we will get it resolved as soon as possible. 

  Yours sincerely,

  Olight Team 

  Customer response

  09/02/2022

  Olight *** Fixed this problem with a brand new Warrior 3 S Ti water.

  This was a much better outcome and should of been the first thing to be offered .

  I very Much appreciate it .
  

   

  Business response

  09/06/2022

  Hello, 

  We have sent the brand new replacement Warrior 3S (Water) to the customer. The item was delivered in or at the mailbox at 1:10 pm on September 2, 2022 in ************************. Here is the tracking number: 9300110923002109641724 USPS. 

  Should you have any further questions, please contact ** when you feel free. 

  Best Regards,

  Olight Team

  Customer response

  09/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Absolutely disgusted with olights customer experience. I sold all of my surefire and streamlights upon discovering olight purchasing several of their Valkerie, warrior mini and odin mini flashlights as well as a few batons and baton minis The warrior mini twos have had problems from day one speficially my tan one, so I reached out.They responded about a week later stating I'd need to send them in, when asking for a shipping label they refused, and failed to respond. I hear several days later back from them regarding a new recall for these warrior mini lights I reached out about, and was instructed to send them in for a credit plus 10% additional credit for the inconvenience. So I sent them in, a black and tan knowing in fact they would just replace them.I had 4, and kept a green and black which were sentimental to me as gifts returning a tan and black one (black still BRAND NEW) and tan not working.Since, they responded very little with very vague communication finally responding with an order number claiming Id receive tracking info for ONE of my lights. While refusing to tell me If they have recieved the others or not, this started after I told them I didn't have tracking, likely realizing they wouldn't have to ship.I went from sending in 2 lights, to being offered 1, to nothing a week later with no further communication after 3 emails.I am Done being patient, and done doing business with olight.They offer a phone number that is inactive typical of any shady company with an awesome product that doesn't last knowing it will make it harder for dedicated customers to get problems solved when they need it.

  Business response

  04/15/2022

  Hello, 

  This is an email from Olight store. 

  I've checked that we have sent the replacements warrior mini 2 DT and warrior mini 2 BK to customer. 
  Package with warrior mini 2 DT was delivered in or at the mailbox at 11:50 am on April 13, 2022 in ******************************. Hereis the tracking number: ********************** ***** 
  The package with Warrior mini 2BK is still in transit, here is the tracking number: ********************** ***** The online tracking information will be updated on the next few days. 
  
  If there have any further questions about this issue, please contact us when you feel free. Thank you!

  Sincerely, 

  Olight Team!

  Customer response

  04/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a club member of olight for about 6 months now. I received a email shortly after becoming a member inviting me to join their *************** I did and it was the worst decision I ever made. Their group is ran by volunteers that all have olight in front of their name and don't do anything but be helpful to their friends and the people they like. I was robbed by a fellow member for ******************************** the group warning people not to do business with this person and I was muted in the group and threatened to be kicked out. When I asked why I was told I can't post things about other members. No where in the rules does it state this. A few min later someone else posted the same kind of post and it was allowed to stay. I later found out that this person was a friend of the volunteer. These volunteers and the way they run this group have pushed me away from olight as a company by the way they treat customer. This makes me never wanna buy from them again and considering I have spent thousands of dollars. I'm sure another company would love for me to spend thousands every month. Until something is changed with that ************** I will not be dealing with olight.

  Business response

  03/03/2022

  Dear *******,

  Thank you for your email and we are sincerely sorry for the bad experience you had with Olight.

  After I confirmed with the related colleagues, we could not find the details of your post. May I know if you could let us know which volunteer do you mean and we will try our best to check this. We don't favor any volunteers, and many of the fans in the group are our good friends. Our original intention of recruiting volunteers is also to provide a good service to the group. Sincerely sorry about this and we will help you out. If you have any further questions, you could send email to *****************************.

  Best Regards,

  Olight Team

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩