MOD LIGHTINGReviews of mod-lighting.com

Response from MOD LIGHTING· May 15, 2025

Hi Michael, Thank you for reaching out and sharing your concerns — we genuinely understand your frustration, and we’re truly sorry for the inconvenience this has caused. Please rest assured that one of our Senior Customer Support Specialists will be reaching out to you directly to assist in resolving this matter as quickly and smoothly as possible. While it's true that we use an AI Agent to help streamline updates like order statuses or tracking details, your case has not been left to automation alone. Our real support team has been actively monitoring and communicating regarding your order, and they are fully aware of your situation. We understand how important this project is to you, and we appreciate your patience. We're committed to making this right. - Team MOD

Response from MOD LIGHTING· Jan 22, 2025

Hi Pamela, Thank you for sharing your feedback. We truly regret that your experience with MOD LIGHTING did not meet your expectations. Upon reviewing your case in detail, I would like to clarify a few points to ensure transparency: Initially, you requested a return and informed us that you no longer had the original packaging. As indicated in our return policy (https://mod-lighting.com/returns), all items must be returned in their original packaging, and customers are responsible for return shipping costs. Despite this, we made an exception to accept the return and offered you a store credit refund, which you initially agreed to. Afterward, you requested that the refund be issued back to your original payment method instead of as store credit. To assist you further, we accommodated this request. You also asked us to send you a box for the return as you did not have one that fit the light. We explained that, unfortunately, we do not provide boxes for returns. Though the light was returned outside of the return window, we still accepted it and refunded you in full without charging a restocking fee, despite our policy. Regarding your request for us to pay $200 for the return shipping and the box you purchased, we believe that refunding you in full and waiving the restocking fee already went above and beyond to make this process as smooth as possible. Please understand that we have done our utmost to accommodate your requests and resolve this matter fairly. While we empathize with your frustration, we hope you can see that we have gone beyond our standard policies to assist you. If you have any further concerns or questions, we are happy to address them. - Team MOD

Response from MOD LIGHTING· Oct 10, 2024

Hi Todd, Thank you for reaching out and sharing your experience with us. We want to assure you that we are committed to providing the best service possible and take your feedback seriously. We have escalated your case, and one of our senior customer support specialists has been actively trying to reach you multiple times, but your voicemail indicated that you will be out until October 17th and that the number provided is your office line. Please be aware that sometimes carrier tracking systems don’t update in real-time, which might explain the discrepancy you’re seeing. Please note that you placed your order on October 5th, and we shipped it on October 7th. With the standard free shipping you selected, you can expect your package to arrive on or before October 16th. Upon checking, we can confirm that your order was successfully delivered on Oct. 14, 2024. To clarify, we have warehouses in North America (New York) and Asia (Shenzhen & Hong Kong), which allow us to ensure efficient shipping and delivery to customers worldwide. While some orders are shipped from our facilities in Asia, our Shipping Policy states that all orders are processed within 2-4 business days. The estimated delivery time is 2-7 business days, depending on the shipping method, product(s), and your location. In some cases, especially if you have ordered multiple fixtures, they may ship in separate boxes from different locations. We sincerely apologize for any confusion caused by the tracking information. Thank you again for bringing this to our attention, and we are here to help in any way we can. - Team MOD

Response from MOD LIGHTING· Sep 13, 2024

Hi Mr. V, Thank you for your feedback. We sincerely apologize for the inconvenience you experienced and understand your frustration. Upon reviewing your case, we can confirm that we offered a full replacement of the product to resolve the issue. The delay occurred as our customer service specialist was waiting for confirmation of your shipping address. Once we received your confirmation, the replacement light was shipped promptly and delivered on 09/23/2024. We hope this resolves the issue to your satisfaction and kindly consider this matter closed. Please know that we did our best to address your concerns as quickly as possible, and we appreciate your understanding. If you have any further questions or concerns, feel free to reach out. - Team MOD

Response from MOD LIGHTING· Jun 23, 2024

Hi Brian, Thank you for your feedback. We deeply regret the inconvenience you’ve experienced with your recent purchase. We understand your frustration, and it is our priority to resolve this issue for you promptly. Our Senior Customer Client Specialist has contacted you to resolve the issue and we are pleased to let you know that our fulfillment team has shipped you a new light. We hope you can consider this case closed and resolved. If you need further assistance, please let us know and we will be more than happy to serve you. - Team MOD

Response from MOD LIGHTING· Nov 22, 2023

Hi Kris, We're genuinely sorry to hear about your recent experience with our product, and we appreciate your honest feedback. We take this matter very seriously, and we are committed to addressing and rectifying the issues you encountered. Upon further checking, we can see that our Senior Client Care Specialist has contacted you and we have shipped you 5 new lights, and instead of your original order of RGB, we have shipped them in Warm white, as you requested. We hope that you can consider this matter resolved, and we appreciate your feedback and your patience as we work to make things right. - Team MOD

Response from MOD LIGHTING· Nov 2, 2023

Hi Sean, We have tried to search for your order so we can check this further for you as your order was not under Sean Foy's name. We requested more information here on Nov. 3 but you did not provide your order number until Nov. 14, 2023. When we got your order number, we checked with our team and can see that we have shipped you 2 brand new replacements for you which were delivered to you on Nov. 13, 2023. After shipping full replacements, you still said that the lights are acting the same way, which we have never experienced before. Nonetheless, we fulfilled our promise of shipping all the replacements and now refunded those 2 units in FULL. However, you have now requested a refund for the other lights that you ordered which are working well and you have been using for several months. We cannot refund an order that is outside of the return period and is working as it should. This request is unreasonable. You have also been threatening our staff to leave negative reviews which you did in many places. Please understand that we did our best to make this right for you and will consider this case closed since you have received a full refund from us on the 2 units that you reported issues on. - Team MOD

Response from MOD LIGHTING· May 24, 2023

Hi Timothy, I am so sorry to hear about the experience you’ve had, this is far from what we want our customers to feel or go through. One of our Senior Team Members has reached out to you and provided steps on how to connect all the lights together. Were you able to get it? If not, please check your Spam/Junk folder as sometimes our emails get caught in there. If you still need further assistance, please don't hesitate to respond to the email and we will be happy to assist you. Thanks again for taking the time to leave us a review and it really helps us improve and better serve our customers. We appreciate your business! - Team MOD