HAPPYNEONReviews of happyneon.com

Response from HAPPYNEONOct 7, 2026

Hi Cody, We’re genuinely sorry to see this review, but we do need to clarify what happened for anyone reading it. We did not refuse to replace your sign. Before you filed a chargeback, we had not received any email, message, photo, or video from you letting us know that the sign had arrived damaged. The first time we became aware of any problem was when the chargeback was filed. As soon as we saw the chargeback, we contacted you to understand what had happened and to offer assistance. We also asked if you could provide any record showing that you had contacted us before filing the dispute, but so far we have not received anything showing that. We are especially sorry because traditional glass neon is not a mass-produced product. A skilled glass neon artisan can spend several days making a single sign, repeatedly heating and bending real glass tubing over a flame, sometimes making hundreds of careful adjustments before the final sign is completed. A great deal of time, skill, and manual work goes into every piece. Shipping damage is absolutely not something we want to see either. Traditional neon is made from real glass, so by its nature it is fragile. No glass neon supplier can honestly guarantee that breakage will never happen during transportation. What we can guarantee is how we respond when it does happen. As stated in our publicly available policy, we take full responsibility for genuine shipping damage. When a customer sends us photos or a short video showing the damage, we review the situation and provide the appropriate after-sales solution, including replacement when necessary. We have been making neon signs for 17 years. If our normal practice were to refuse responsibility for signs genuinely damaged in transit, we would have accumulated countless complaints and would not still be operating on major platforms today. That is simply not how we handle these situations. Unfortunately, in this case, we were never given the opportunity to inspect the damage or provide a solution before you contacted your bank and filed a chargeback. Our records show the chargeback was opened without any prior product complaint being received by us. What is most disappointing for us is that we paid for the materials, the skilled labor, production, packaging, and shipping for a custom handmade glass neon sign, but because the full payment was disputed, we have not received payment for that work. On top of that, we have now received a one-star review saying that we refused to replace the sign, even though we were never given the chance to handle the issue through our normal after-sales process. We fully stand behind our products and our warranty service. We are still willing to review the actual condition of the sign if you provide photos or video of the damage, and we will handle the matter according to the situation. Regardless, thank you for choosing HAPPYNEON in the first place. We are genuinely sorry that the experience ended this way.