olightstore.com order 'processing', no response to my inquiries

Buy / Sell Budget Dealer Experiences
4

I ordered a S1 Mini from them and they sent an S2. Emailed them and asked them to please send correct light, but if they gave me a discount, I would also keep the light they sent. Would be cheaper for them not having the cost or hassle to return it.

They wouldn’t do it and sent a snarky email back saying “Do you suppose Apple or any respectable company would give you a discount if they sent the wrong iPhone?”. I replied back and said, first of all, you are no Apple and never will be. Second, Apple would never make this mistake. Third, YES, any respectable company would do a discount or gift card or something, and never send out snarky smart-ass emails to their good customers.

A week later, they were posting all over the place a 20% discount sale on the exact same light I returned. :person_facepalming:

5

^ Wow. Suddenly, that famous “would you like a $5 refund?” phrase from a well known Chinese vendor has become super polite…

Edit:

Hahahahaha, me buying an iPhone, that’s so funny! :person_facepalming:

6

Yeah, I was blown away by that “out of left field” response, to the point of laughter. My fingers were trembling on the keyboard, I couldn’t respond quick enough. I don’t know, but pretty sure it was just some idiot CS rep spouting off.

Goes to show how difficult it is to build a loyal customer base, and how easy it is to destroy it. I can’t help but think of that when looking at Olight products. I seriously doubt I will ever buy another, and will sell off the ones I have so I don’t have to look at them and be reminded.

Excellent Customer Service is soooo important in this competitive market. It’s often the only thing that separates you from your competition.

7

I ordered an Olight S1A about 12:15 AM Black Friday morning. I received the flashlight on Monday 27 of November. I had a S2a baton flashlight in my cart a few times while it was on sale. Right before the Black Friday sale ended I revived an email from the Olight Store with a link to the S2A at the sale price. I purchased one then. The order status was “processing” for a few days and then was shipped. Nothing but good service and products as far as I can say. Waiting a few days for a item to ship during the Christmas season is not a sign of disrespect from any retail business.

8

Sometimes the world seems like a complete and utter mess. I hope they paid the return shipping for the s2 RobertB.

9

Yes, they did, and they shipped out the correct light quickly too. If I were the boss, and heard one of my CS reps talking to a customer that way, I’d fire them on the spot. I saved the emails in case I run into the “Boss” someday.

10

Still marked as ‘processing’, still no response to my requests.

Would be a shame if my first paypal dispute was for a company only 2 states away from me. Again, just a little communication goes a long way here…

11

There’s some weirdness going around recently with some online purchases. I had an issue with a Bestbuy order and while searching for potential solutions I came across a thread loaded with people who have orders stuck in the processing phase and BestBuy seemingly doing nothing about it.
My issue was somewhat related, and I have been ignored by Bestbuy CS for a week now and 9 days past the Delivery date. Heck I would have been okay with a simple “Please wait a week or two more, we’re jam packed on orders an are trying to sort it all out” but instead it’s just silence… PayPal dispute opened.

This issue with Olight orders seems to be something that happens from time to time, I’ve heard of 2 or 3 others that this happened to. I have no idea of the final outcomes though.

12

Here’s an apology letter posted on reddit/r/flashlight

Still no excuse for not communicating with their paying customers

https://www.reddit.com/r/flashlight/comments/7h7o72/apology_letter_from_olight/

13

I don’t get it, as this does not make sense. If they’re flooded with orders for that particular light, they can still first send an email to everyone that it will take 1 or 2 weeks right? I mean, what on earth is going on at their office? Is everyone panicking crazy flapping their arms in the air, so they’re not able to send an email?

Edit:

Sorry I’m not getting it myself. Somehow they have sent mails twice already…

14

Yes, I am in same boat. Ordered the Javelot and no reply or any type of communication. This will be my first and last order from them.

BTW, I knew I should have went with MF Tactical. At least they reply pretty quick to my e mails.

15

Would like to add to this conversation, same boat as the rest of you… Ordered on Nov 28 and order is still “processing”. Called to leave message and the voicemail is full. Their message is if you ordered on Black Friday, still processing orders and please be Patient……

PayPal Dispute??? soon……

16

Maybe people should develop a bit of patience. People used to have to wait all the time for things.

17

I got that letter also.

18

I got a tracking number 12/3 and it started moving on 12/5.

19

I would do just that, find a contact number, try to get hold of someone up in the adminisphere, and say so. Explain exactly what was mentioned, how hard it is to build loyalty but how easy to lose it, etc.

Quick aside…

I don’t eat fast-food except on rare occasions, but did go to a Wendy’s just to burn off a bogo coupon. What a shambles! The guy who took my order made it plain he didn’t want to be there, like he was dragged in to work on his day off or something. The bathroom had no paper towels, looked like someone set off the sprinkler system as everything was doused with water, the trashbin was overflowing with spent paper towels (explaining why there weren’t any left), it looked like no one who worked there even bothered to look in there all day. After getting my order, I saw the 2 napkin dispensers were completely empty.

Best part… I ask this slow-motion girl behind the counter for some napkins. “They’re over there…” Ummm, nope, both dispensers were empty. She saunters off stage-left, comes back, and hands me 1, count ’em, 1, napkin!

I stood there, mouth open in complete disbelief, waiting for the punchline. Like, she’d see my reaction, smirk, then hand me a bunch more. Nope, she was serious. 1 napkin! I stood there, still speechless, looking at the 1 treasured napkin I was holding. Wtf?!?

Those surveys on the back of the receipt? Damned straight I let ’em know in excruciating detail what transpired that visit.

Other times, I’ve gone in and everything went like clockwork, but this time, it’s like the manager was out sick that day, and no one else who was “working” that day gave a damn.

So yeah, if you want to make them aware of the simply wonderful service you got from that csrep, definitely do it.

20

Just wanted to update everyone, I got my light today, 12/6. Works fine everything was packaged fine. They included an olightstore patch and an i3e eos black (90lm). (that was the black friday deal if I remember correctly?)

21

Glad you got your light.
But the $1,000,000 question is…. does your order still say Processing…… ?

just kiddin.

Only 8 business days.

22

Nobody asked me but........................Order placed on 28/11/2017 still says processing however I received the S2A yesterday 05/12/2017. Oh wait 01/12/2017 shipped. Just a bit confusing layout/webpage.

23

Be VERY CAREFUL with Olight guys. I got my order Javelot complete kit.

Very bad experience listed below.

1 Item came missing parts. No charger, 18650 battery x 2, flashlight holster, battery adapter/converter cradle for CR123A.

2. Item came is bubble wrap bag. Not even a sturdy box.

I contacted them about replacement so I will have to wait and see.

My first buying experience with them will also be MY LAST.