SuperLightingLED Avis 126

Réponse de SuperLightingLED

12 sept. 2025

Dear Levi

Thank you so much for taking the time to leave such positive feedback! We truly appreciate your trust and support.

We’re glad to confirm that the import duties and taxes for your order were indeed covered by us as part of our duty-free shipping policy, and you shouldn’t have been charged again by DHL. We sincerely apologize for any confusion or inconvenience caused by DHL’s follow-up message — we’ll continue working to make the shipping process as smooth as possible for our customers.

It means a lot to us that you would recommend us. Providing unique products and reliable service is always our goal. Thank you again for your kind words, and we can’t wait to serve you again whenever you need high-quality lighting solutions!

Best regards,
SuperlightingLED Team

Réponse de SuperLightingLED

12 sept. 2025

Dear Luke

Thank you for your kind words! As a professional electrical contractor, your long-term trust and support truly mean a lot to us. We’re thrilled to know that our products have been performing reliably in your installations for over a year — that’s wonderful to hear!

We truly appreciate you highlighting the occasional soldering issue in outdoor applications. We’ve taken feedback like yours seriously and have further improved the encapsulation and soldering processes in our outdoor product lines for better durability. Thank you for your understanding and valuable input!

It’s an honor to provide you with high-end LED tape lights and aluminum channels at a reasonable cost, helping you avoid the steep markups of major brands. Whether it’s managing stock, sourcing specific parts, or supporting your project timelines, we’ll always be here to assist promptly.

We look forward to continuing our partnership and supporting your future projects with high-quality lighting solutions!

Best regards,
SuperlightingLED Team

Réponse de SuperLightingLED

12 sept. 2025

Dear David

Thank you so much for your kind words and continued trust in our products. We’re truly grateful to be your go-to source for specialized LED strips.

Our team takes great pride in providing attentive, personalized service—especially when unexpected issues like a stock shortage occur. We’re glad we could quickly offer a suitable replacement and ensure your project stayed on track. It’s feedback like yours that motivates us to maintain a high level of responsiveness and order-tracking accuracy.

We look forward to supporting your future projects with quality lighting solutions and reliable service.

Warm regards,
SuperlightingLED Team

Réponse de SuperLightingLED

16 sept. 2025

Dear Raj

Thank you so much for your kind words!
We are truly delighted to hear that you found our customer service excellent and that we were patient in understanding your requirements. Providing clear and attentive support is at the heart of what we strive for, and it means a lot to us that you felt well taken care of.
Your feedback is greatly appreciated and will be shared with the team—it truly motivates us to keep delivering high-quality service.
We look forward to assisting you again in the future!

Best regards,
SuperlightingLED Team

Réponse de SuperLightingLED

16 sept. 2025

Deat Matt

Thank you so much for taking the time to share your wonderful feedback!
We are truly delighted to hear that you find the ordering process at SuperlightingLED simple and easy. It’s also incredibly rewarding to know that our Customer Service Team made such a positive impression.
Your kind words about our quick email responses and effort to make your experience worry-free mean a lot to us. Providing attentive and supportive service is always our goal, and we’re so glad we could deliver that for you.
Thanks again for your trust and for highlighting what we’re doing well. We look forward to continuing to serve you with the same dedication!

Warm regards,
SuperlightingLED Team

Réponse de SuperLightingLED

29 juil. 2025

Hi Oscar Odelstav,
I’m truly sorry for the frustration you experienced, and I appreciate you taking the time to let us know.
We’ve been in business for twelve years and have shipped more than 90 % of our orders to the United States with very few fraud cases. Unfortunately, the remaining 5 % of our volume—orders bound for a specific region in Europe—has accounted for almost all of the serious fraud we’ve encountered. Over time we’ve lost nearly $20,000 in merchandise and shipping costs when fraudsters placed high-value orders ($1 k–$4 k), used untraceable e-mails and phone numbers, then filed PayPal disputes the moment their packages reached customs. After the dispute was opened, every contact channel went silent and we had no way to reclaim the goods.
Because this pattern repeated itself four times in that region (out of only five major fraud cases company-wide), we had to make the difficult decision to block all new orders from that area unless the customer is willing to pay by bank transfer. Most genuine buyers who hear the explanation have been happy to switch payment methods so their orders can proceed; anyone who isn’t comfortable with that receives an immediate, full refund—exactly what we issued to you.
I realize this policy feels unfair to honest customers like yourself, and for that I sincerely apologize. Until the fraud risk in that region drops dramatically, the restriction has to stay in place. I only wish the individuals responsible could see the long-term damage they’re doing to legitimate shoppers and to every honest merchant who no longer feels safe shipping there.
Thank you again for your understanding, and I’m sorry we couldn’t serve you on this occasion.
Kind regards,
superlightingled team

Réponse de SuperLightingLED

Actualisé le 29 juil. 2025

Hi natural remedies,
I’m sorry for the frustration you felt while waiting for your refund, and I appreciate you giving us the opportunity to explain what happened.
Your two orders—placed 20 days apart—totaled $500. After you received the second shipment you asked to return everything. Even though the reason you gave was brief, we approved the return the same day. You chose the slowest USPS option, so the parcel took just over 30 days to reach our warehouse. As soon as we scanned it in, we issued full refunds to both orders within 24 hours. Our policy is to inspect the goods first; once they’re received and checked, the money is released immediately.
Regarding product quality: the LED strips you ordered are 940 nm & 850 nm infrared emitters. Light at those wavelengths is invisible to the human eye; they’re designed for night-vision cameras and specialized equipment, not for general illumination. I understand how that can be surprising if the application wasn’t clear when you purchased. We’ll take responsibility for not confirming the intended use before shipping, and we’re now adding an automatic e-mail to every IR-LED order to verify the customer understands the product.
Between the two outbound DHL shipments, the $80 import duty we absorbed, and the loss on partially-used strips that had to be destroyed, our out-of-pocket cost on your order is about $300. Still, we honored your request in full and refunded every dollar you paid.

This link describes the uses of infrared strips.
https://www.superlightingled.com/infrared%E4%B8%A8Ir-led-strip-lights-c-1_352.html


Going forward, we’ll encourage customers who need to return items to use a faster trackable service (DHL or UPS) so refunds aren’t delayed by slow transit. Our 180-day money-back guarantee remains in place, so you never need to worry about not receiving your refund once the goods are back in our hands.
Again, I’m sorry for the inconvenience and the lack of clarity on the product specs. If there’s anything else we can do, please let us know.

Here is your order item:

DHL tracking number: 1210459106
https://www.dhl.com/global-en/home/tracking/tracking-express.html?submit=1&tracking-id=1210459106
DHL tracking number: 6461582050
https://www.dhl.com/global-en/home/tracking/tracking-express.html?submit=1&tracking-id=6461582050

4x 600LEDs SMD 3528 Infrared LED 810nm IR Light Strip
- Select Kit:: LED Strips
- Select Operating Voltage:: 24VDC
- Select Length:: 16.4ft (5 meters)
- Select Waterproof Rating:: Non-Waterproof IP20 - Adhesive Back FSLSR-120-3528-810NM $99.98 $199.96
6x DC12/24V 660nm/850nm/940nm InfraRed 5050SMD Flexible LED Strip Light -300LEDs 72W per roll
- Select PCB Color :: White Background
- Select Operating Voltage:: 24VDC
- Select Waterproof Rating:: Non-Waterproof IP20 - Adhesive Back
- Wavelength:: 850nm (-$12.00)
FSLSR-60-5050X940IR
Sub-Total: $558.800
Free Shipping (DHL UPS or Exclusive Express): $0.0000
Total: $558.800

Best regards,
Customer Care Team

Réponse de SuperLightingLED

24 févr. 2025

Dear Tony,
We are extremely sorry to hear about your dissatisfaction and the inconvenience you have experienced. However, we would like to clarify some important points regarding the situation.
Firstly, regarding the remote control request, we understand that you wanted 3 remotes with specific functionalities to control 13 strips in different sets. Unfortunately, our product's remote control does not support such customized and complex grouping and individual control functions. We communicated this limitation to you as soon as we realized it, but it seems there was a misunderstanding.
Secondly, about the PayPal dispute, we were not able to handle it promptly due to the weekend. We understand that PayPal has a process where if the seller does not respond the PayPal dispute, the order will be automatically canceled and refunded after 10 days. However, this does not mean we are intentionally not delivering the product. We always aim to provide our customers with the best possible service and products within our capabilities.
I see that you disputed the order and left a comment after communicating with us via email within three hours of ordering. The following is a log of orders processed：
2025/02/19 08:54:47 Order Processing Please send 3 remotes. One for each of the sets listed for a total of 13 strips. a set of 3 a set of 4 a set of 6 Thanks!
2025/02/19 08:54:56 Order Processing Transaction ID: 4CT65146TM2780126
Payment Type: PayPal Express Checkout (instant)
Timestamp: 2025-02-19T00:53:38Z
Payment Status: Completed
Amount: 1936.74 USD
2025/02/19 11:30:34 Order Processing
2025/02/19 12:03:05 Order Fail PayPal status: Reversed @ 22:01:49 Feb 19, 2025 PST
Parent Trans ID:4CT65146TM2780126
Trans ID:7BW80183YL938174K
Amount: -1851.22 USD

We would like to emphasize that we have no right to keep the payment without delivering the goods. In this case, the issue arose because of the product limitations and the misunderstanding about the remote control functions, not because we intended to withhold the product.
We truly regret any confusion or frustration this has caused you. We are committed to resolving this issue and ensuring a satisfactory outcome for both parties. We are open to further communication to find a solution that works for you.
Thank you for your understanding.
Best regards,
superlightingled team