WORST CUSTOMER SERVICE EVER! JOANNE AX140 LIED TO ME

Like the majority of reviews on this site against Xtralights, I too have been dealing with unprofessional rude customer service on the phone after my request for a refund on a product they failed to mention was on backorder. I didn't find out that it was on back order until I called inquiring about the staus on a product that was scheduled to arrive a week earlier. When I called a girl who at first sounded as if she was stating her name as "Jes" but quickly changed it to "Nicole" said nobody was available because everyone was out to lunch except her and another customer service/sales rep. I told her I wanted a refund and explained I used two credit cards to make the purchase on a product and "Nicole" said she will transfer me to accounting. However, the transfer lead to a straight disconnection. I called back thinking it was an honest mistake but she began giving me attitude claiming accounting is out to lunch too. I expressed my concern about no solid information (confirmation or reference number) reassuring me that a refund was indeed noted but her attitude escalated to rude and unprofessional telling me "don't interrupt me" when I was expressing my concern about lack of reassurance. I did not raise my voice and did not curse. I can understand if I had then it would be expected to be told "don't interrupt me." Now, I intend to report this issue to BBB and warn the public about 'Xtralights' very shady side and very poor customer service when the customer is requesting a refund. Furthermore, even when receiving follow up email from this company regarding email they hide their name. The sender is simply listed as "cs" As for the current staus on my refund they have only sent notice about one of the two cards I used obviously the least amount approximately $27.00 but no notice on the $250. I had also received a call from a girl stating her name as "Valerie" who sounded very much the same as "Jes" / "Nicole" as she annunciated her words exactly the same tipping me off that it was the same person. "Jes" / "Nicole" / "Valerie" said she was calling to confirm the refund was completed but I asked what about the remainding $250? "Valerie" paused covered the phone spoke to someone and then said "please allow one hour" it's going on 24 hrs later still no refund on my $250. "Valerie" even provided a reference number. I just tried calling the same number "Valerie" had called from before typing this review. I followed the automated menu instructions leading me to straight disconnection again. I immediately called a second time and the person who answered sounded as if he was just waking up. I asked who am I speaking to and he at first did not want to state his name. I asked again and he said his name is Peter. Peter is the same name as the person who took my order by phone. I tried explaining to "Peter" about the issue and my request for refund and "Peter" cut me off stating I will have to call back on Monday then said he can't help me. PLEASE BEWARE XTRALIGHTS.COM IS NOT A RELIABLE COMPANY AND EMPLOY SHADY RUDE STAFF!

Xtralights is by far my favorite retailer for automotive parts and accessories. I recently returned a pair of headlights because it arrived in poor condition (manufacturer defects; not related to their shipping or packaging).

To start, they shipped (I picked the Free UPS Ground Shipping method) and within three days sooner than they had originally planned, which caused my schedule to change. Fortunately, I can work from my home office, but I had wasted time at home waiting for a freight shipment that never arrived from a few other online retailers. This was due to Xtralights misreporting the shipping information, but I also believe it was due to the freight company.

To rectify the situation, I contacted Xtralights customer service via their online Live Help (at 11PM on Sunday night) and they gave me 5% off the value of the merchandise for my inconvenience. This was before my headlights even had arrived.

Now, once the headlights arrived, I took them to my local installer to put them into my Infiniti G35. After they finished the installation and powered on my car, we noticed that a few LED bulbs on the lower side of the headlights did not light up. My installer checked the wires and all connections several times, and finally we had to take the LED bulbs out and tested each of them individually with a 12V battery to find out that they were actually defective.

So, I phoned Xtralights customer service again and they politely apologized for the inconvenience and they offered me to replace the headlights with the same model at no cost for shipping. They also emailed me an UPS return label to return the defective headlights at no cost. So I printed out the UPS return label they sent me and dropped the defective headlights off at the local Office Depot to ship them back to Xtralights.

Now, to finish it up, Xtralights nicely handled the return of the defective headlights at the same time as they shipped me a new set of replacement headlights. This was fortunate for timing, but it also lead to an unexpected surprise. After the returned headlights was processed by Xtralights, they refunded the original amount paid (not the amount after the shipping hassle), and they also refunded me an extra amount on top of that.

So, while the original headlights was a bad unit, Xtralights more than made up for it with exceptional customer service and an extremely thoughtful process along with free round-trip shipping for both original and replacement headlights. They recognize that your time is worth something, and I appreciate that very much!