Bad Experience with Headlight Revolution

[XionUAV]

Just wanted to share a very unfortunate experience I'm having with Headlight Revolution.

Decided I wanted a set of DRL headlights for my 2020 XLT and ordered a pair of Carbide headlights from Headlight Revolution. About 30 minutes after placing the order, I received an email that items in the order were on backorder. Part of that email is pictured. I was a little miffed that their order page said nothing about being out of stock or on backorder so I immediately sent an email requesting a refund and stated that I would purchase headlights elsewhere, which I did later that evening.

The next day I received a response that they were 'sorry for the miscommunication,' that their inventory system was screwed up, the backorder notification was a mistake and they actually had the headlights in stock and were in the process of shipping them. They completely ignored my request to cancel the order and refund.

I emailed them again stating how I had requested a refund immediately after receiving the backorder notification and had already purchased headlights from another company. They basically said 'oh well, the headlights had been shipped and couldn't be cancelled.'

The part that really sold me on this company being untrustworthy is the customer service rep inferred that I should have known their backorder notification was a mistake because it didn't say "headlights" specifically. Apparently the listed order number and cost breakdown of the headlights wasn't enough to make the notification legit. Total BS.

I've since filed a dispute with PayPal and told Headlight Revolution they can get their headlights back however they want but I will NEVER order anything from them or recommend them for any reason. A company that ignores a customer's request and then tries to deflect their own mistakes onto their customers is a company that can't be trusted with ANY customer service or warranty issue. Headlight Revoltuion is definitely BUYER BEWARE.

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[airline tech]

So, they shipped them, and you have them in your possession, and they won't offer a return / refund? with a prepaid shipping label?

I can somewhat understand, the inability to cancel the order - depending on how quickly they processed it.
But they should still offer a return / refund, just IDK about return shipping costs - That varies on who pays it. (You or Free by Vender)

I myself am in a similar Paypal dispute with another product (non-truck) related, Item never shipped and Paypal has paid the vender

 

[airline tech]

Various Notes from the Website

CHANGES & CANCELLATIONS
Log in to the website using the same email address that the original order was placed with. Navigate to the "My Account" page and find the order you wish to change or cancel. If the "Cancel" button is not present, the order has already been processed in the warehouse and can no longer be cancelled or changed. We like to be accommodating, but we also work quickly. With thousands of outgoing packages leaving the warehouse each day and multiple daily pickups, it's just not possible to change an order after the parts have been picked and packed, and the order will have to be returned or exchanged. Special orders cannot be cancelled once processed, as they are placed with third party vendors based on your commitment to the purchase.

TIMING
From the date of original purchase, you will have 30 days to apply for a return for a refund. You have 60 days to apply for an exchange for another product. Returns or exchanges must be post marked within 15 days after you receive return approval in order to avoid delays.

SHIPPING
While we welcome returns & exchanges, we do not cover the costs associated with return shipping unless it's required due to our own error. If we determine that to be the case, we will issue a pre-paid return shipping label by email and cover any postage back to us.

REFUNDS
Refunds will be issued back to the original payment source. If you paid with a gift certificate or store credit, your refund will be issued in the form of store credit. All shipping costs are non-refundable and will be deducted from the refund amount. Please note that it may take 2-5 business days for credit to appear in your account after your return has been processed.

RESTOCKING FEE
Returns for refund will be subject to a 10% restocking fee. If the condition of the parts is obviously used and/or missing its original packaging, the return may be denied altogether. If the return is necessary due to a mistake on our end, no fee will be applied.

 

[Scottlane1171]

You really dodged a bullet there anyway. Headlight revolution is a pain in the ass and their product is junk. 2nd set in and they are still junk. Won’t adjust and they won’t stand behind their warranty. Count your blessings

 

[Cinci36]

I have purchased many lights from them, for taurus, fusion, fiat 500, ect.. Had only one issue with a hid for my taurus, bulb went out and they sent me a new one after a sent a Pic of the old bulb being broken.. I never liked drls, never could get any to adjust correctly, always went with hids. Best bulbs ever for country roads...

 

[XionUAV]

So, they shipped them, and you have them in your possession, and they won't offer a return / refund? with a prepaid shipping label?

I can somewhat understand, the inability to cancel the order - depending on how quickly they processed it.
But they should still offer a return / refund, just IDK about return shipping costs - That varies on who pays it. (You or Free by Vender)

I myself am in a similar Paypal dispute with another product (non-truck) related, Item never shipped and Paypal has paid the vender

No, I do not have them. I filed a dispute with PayPal immediately after Headlight Revolution's email to me stating the shipment was "on the docks" and the order could not be cancelled.

I've worked in and dealt with various industries long enough to know that if a company really wants to correct a mistake they've made, they will. Based on my interaction with Headlight Revolution so far, I'm not holding my breath.

Their customer service department so far has showed absolutely no interest whatsoever in taking responsibility for their system sending the erroneous backorder notification and appears to have taken no effort whatsoever to cancel and refund the order even though it was requested within minutes of receiving the backorder notification, which was within 45 minutes of the original order.

Operational excuses seem to be the modus operandi of so many companies these days that half the time ordering anything from anyone is a gamble. Almost feel like I beat the odds whenever something shows up that is actually what was advertised.

 

[XionUAV]

You really dodged a bullet there anyway. Headlight revolution is a pain in the ass and their product is junk. 2nd set in and they are still junk. Won’t adjust and they won’t stand behind their warranty. Count your blessings

Haven't dodged it yet. I strongly suspect they aren't going to take responsibility for their backorder notification screwup and will probably ignore me as much as possible.

 

[Scottlane1171]

I am sure you are correct. Sorry you have had to go thru this. Hopefully PayPal can be of some assistance

 

[XionUAV]

I am sure you are correct. Sorry you have had to go thru this. Hopefully PayPal can be of some assistance

Still hoping the issue will be kicked upstairs at Headlight Revolution to someone who has a clue and will make it right. Time will tell.

 

[XionUAV]

Headlights arrived yesterday. Sent another email to Headlight Revolution requesting a return label to send the things back for a FULL refund. I noted the PayPal claim, to which there has been no response, and upped the ante with the Georgia Attorney General's Consumer Protection Division.

This morning I got a response from the same person who tried to blame me for their screw-up. Only this time she said she had authorized the return. Apparently they were having more problems and it took quite a while to actually get a correct label to me. What's interesting is the final correct label was sent from Morimoto. Address was still Headlight Revolution.

So, the headlights are going back. Won't drop my guard though until the funds are back in my account.

The other headlights I ordered from a completely different company appear to be the exact same ones. They're being dropped shipped from one of several U.S. warehouses. AND they were about $120 less than Headlight Revolution. I'll keep the OEM style lights with Sealight LED bulbs just in case these new ones fail in the next few years.

No doubt some people will think I've gone overboard regarding Headlight Revolution's lack of professionalism. One time while receiving damaged parts and a series of order cancellations for no good reason, a member on here told me I should "manage expectations." In other words, accept a level of crap quality and unprofessional treatment.

I was a business and tech entrepreneur most of my life and always tried to project the highest possible standards in my own companies. I still do, and won't tolerate businesses treating customers poorly whether it's me or someone else.

 

[airline tech]

I think the issue is that - Headlight Revolution does not physically stock the headlights, they are a linked seller that direct ships from the manufacturer, thus the difficulty in getting the refund authorized.

 

[Tom_C]

I think the issue is that - Headlight Revolution does not physically stock the headlights, they are a linked seller that direct ships from the manufacturer, thus the difficulty in getting the refund authorized.

Sounds about right. I'm not saying there wasn't a mistake made here, but the screw up of one person trying to be the internet tough guy doesn't necessarily mean the company is at fault.... except that they employ an untrained person. Maybe that person doesn't give a chit because it's a crappy job, who knows.

Still not your problem, but probably more to it.

If the seller really had a shipping department, then, more than likely, it would be out of their garage and saying it was 'on the dock' would be a stretch, IMO.

 

[Jason B]

While I believe that you are not out of line in wanting a refund, I think you misunderstood the original e-mail.
It says parts are out of stock at the distribution warehouse OR ship directly from the vendor.
In this case, it seems like they were shipped directly from Morimoto.
Your case shows the importance of a third-party payment system. PayPal is very good about protected the consumer, especially by keeping your credit card info out of the hands of scrupulous vendors.

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