Caleb S.
I placed an order in the middle of the…
I placed an order in the middle of the night but then immediately contacted customer support to cancel it due to placing a duplicate order with an additional item due to a coupon I discovered on their website. Customer service responded in the morning and asked if they could just do a discount refund. I indicated to them within a few hours of their response that I still wanted to cancel my order and the reason for it. I had not heard back by the afternoon from customer support and sent a follow up message asking for an update. Customer support responded the next day and said it was too late and that the item has shipped now and to contact them back to initiate a return. Once the item was delivered, I contacted customer support and they told me to ship the item through UPS and USPS and to provide a tracking number. They apparently can not provide me a shipping label and expect me to pay to ship the order back due to a failure of their customer support to respond in a timely matter and do what I initially requested which was to cancel my order. Additionally per their website, I’m expected to pay a restocking fee which would be $50 taken from the refund amount. This experience has made me never want to order from this company again, and I would advise others not to shop here either.
Response from LED Factory MartJul 21, 2026
Dear Caleb Smith, Thank you for taking the time to share your feedback. I’m truly sorry to hear about your experience, and I completely understand your frustration. This is not the level of service we strive to provide, and we sincerely apologize for the delays and miscommunication you encountered with our support team. We have already received your email follow-up, and our team is actively reviewing your case. We take your concerns very seriously — especially regarding the delayed response, the shipping costs for the return, and the restocking fee. Please rest assured that we are looking into what went wrong and will be reaching out to you directly via email to work toward a fair resolution. We value you as a customer, and we want to make this right. We appreciate your patience and hope to have the chance to restore your confidence in us.