Horrible experience with SB Reef Lights (unfortunately)

[Tyler Caviness]

I’m disappointed to report my experience with @SB Reef Lights on here, but I feel like I’ve done everything I can otherwise.

I bought a used sBox Elite 16 inch from a local seller but it didn’t come with mounting arms.

On 1/27/19 I used the message contact feature on sbreeflights.com to send a message asking whether I could purchase just the mounting arms for my light and, if so, how much.

On 1/29/19 I got a message back saying it was $40. I confirmed I’d like to purchase the arms and they sent me a Paypal invoice a few minutes later. I immediately paid the invoice.

I didn’t hear anything back - no confirmation, no shipping information.

On 2/8/19 I sent a message inquiring about my order. - No response.

On 2/14/19 I sent a message inquiring about my order. - No response.

I also tried calling several times but got a message that their voicemail was full so I couldn’t leave a message. No one ever answered the phone.

On 2/17/19 I sent a message on R2R asking about my order. - No response.

On 2/20/19 I got a message stating “Dear customer, your legs will he shipped out tomorrow by US mail we just had a lot of people order legs and we were waiting for our shipment. I apologize for the delay.”

I appreciate that response but was frustrated it took over 20 days to tell me that. And still, no tracking number.

I waited one week and didn’t receive my order.

On 2/27/19 I sent a message asking for my order to be canceled and refunded. I said that if I received the legs and had gotten my refund, I’d mail them back.

On 2/28/19 I received a message that said “Dear customer, I have sent the request in.”

I called the company and left a message yesterday afternoon (3/4/19) around 3:00 PM asking about my order/refund and asking for a call back.

Well, it is 7:00 PM on 3/5/19.

I have not received my order (which I assume means it didn’t actually ship when they claimed it would), my money has not been refunded and I cannot get anyone from SB Reef Lights to give me the time of day.

This is likely the worst customer service I’ve ever received from a company and it’s very frustrating and disappointing because I actually want to use the light! I have seen people’s reviews and they seem to have good results. I’m still holding out hope this can get resolved.

 

[Tyler Caviness]

Update-
After looking through SB Reef Lights’ Facebook page, they put in a comment (to someone else) that the best way to contact them was at [email protected]. As an aside, I noticed multiple comments from other people on their page complaining about lack of communication and delay with orders.

So yesterday evening (3/6/19) I sent them an email with a link to this post and asked if it was a situation they’d like to address.

Last night I received the following email-

“I'm not on R2R so I can't defend. But I was told you just wanted a refund. If the refund hasn't been processed I will do it immediately. I do apologize for the inconvenience. I placed the order to be shipped, as we do not have the legs in stock. I will make sure your order has been cancelled and refund your money.



Collette Herman
Owner/CEO Sb Reeflights”

My refund did process last night.

I am dumbfounded as to why I wasn’t informed on 1/29/19 that the legs weren’t in stock. I am also dumbfounded as to why I was told on 2/20/19 that my order would be shipping the following day.

So, case closed, but this is now just a PSA.

 

[alfani]

thanks for sharing. i also order something from the site about 2 weeks ago but i have not seen one single email or confirmation. it says ship within 3 days but nothing so far. i'll work with paypal for full refund if email does not work

 

[Trevor40]

Crap, I wish I would have read this post before ordering the other day. Seems I am now in the same boat, unfortunately. I am starting to wonder if Reefbright would have been a better choice?

 

[sfin52]

so the question what are you going to do about legs for the light.


Have you thought about 3d printer

 

[ravi197699]

it is very unfortunate and sad when seller don't take their customers orders seriously, it seems like they don't care about customer service or repeat business....

 

[Twocorns]

I've dealt with them many times, and the owners are nice people. Their problem is they're a small company with not enough employees. They do that to keep costs down, but at the same time, it affects their customer service.

 

[jsbzcmcdaniel]

I ordered two 48" sBar Supplemental Actinic lights from them a couple weeks ago. I too was frustrated with the lack of response as I emailed and called several times to get a status of my order. I went through the website and got to the order details and found the lights shipped which I received on Monday. I was warned ahead of time from a local reefer that their CS sucks but the product is good so I went ahead and ordered them. The lights are awesome but the customer service is severely lacking. My only concern now is if they fail during the warranty period the hassle I will have to go through for support.

 

[Trevor40]

I ordered two 48" sBar Supplemental Actinic lights from them a couple weeks ago. I too was frustrated with the lack of response as I emailed and called several times to get a status of my order. I went through the website and got to the order details and found the lights shipped which I received on Monday. I was warned ahead of time from a local reefer that their CS sucks but the product is good so I went ahead and ordered them. The lights are awesome but the customer service is severely lacking. My only concern now is if they fail during the warranty period the hassle I will have to go through for support.

So it sounds like it takes a couple of weeks to arrive rather than a few days. Thanks for commenting.

 

[Tyler Caviness]

so the question what are you going to do about legs for the light.


Have you thought about 3d printer

That’s a good idea. I made several attempts at making some mounting arms that didn’t ever work out.

I ultimately bought Kessils instead. I have two 360s over my other tank and have had several interactions with their customer service department that were always very prompt and helpful.