Shawn D.
Buyers beware of the lack of care for the customer, their inability to track a simple order, and not able to keep any commitments to their customers.
I am writing to express my frustration and disappointment with the customer service and shipping experience I’ve had with Sunlighten. I ordered three parts on Monday, requesting two-day shipping, and was assured that everything would arrive promptly. However, the situation has been anything but smooth. On Thursday, I called to check on the status of my order, only to be informed that you didn’t have all the parts in stock and that it would now take three weeks for delivery. I asked for an alternative to receiving the parts sooner, and after further discussion with the warehouse (and they somehow found the parts), you confirmed that the parts would be shipped overnight. On Friday, I called to get the shipping details and was told that the parts had not yet shipped. I requested priority overnight shipping with Saturday delivery, which was supposedly arranged. Just to confirm, I called back a few hours later and was provided with a tracking number, with reassurance that the parts would indeed be delivered by noon on Saturday. However, as of Saturday morning, the shipping status still shows that the parts have not even been shipped. This is completely unacceptable, as I have been repeatedly assured that the order would be prioritized. This ongoing delay, along with the lack of clear communication and follow-through, has been incredibly frustrating. I expected better service, especially considering the urgency of my order.
Response from Sunlighten, Inc.Apr 7, 2025
Thank you for taking the time to share this detailed feedback—we're truly sorry for the inconvenience you've experienced. We understand how important clear communication and timely delivery are. Please know we’re reviewing this internally with our teams to identify improvements we can make moving forward. Your experience does not reflect the level of service we strive for, and we regret that we’ve fallen short. We truly value your patience and hope to have the opportunity to make things right and will be in contact soon with an update.