AquaLEDs-be warned....horrible service!

[cougzfan83]

Just wanted to pass along my recent experience with AquaLEDs (aqualeds.com)

I had read several positive reviews on here from members about AquaLEDs. I went ahead and ordered two white underwater LED lights. One of the lights was delivered defective. I called the company but had to make several phone calls to get a hold of anyone. When I was finally able to speak to someone (Gene), I told him what had happened. He told me I would need to return it and that they would then send out a new one. I expected that. To make a long story short, I bought a new light to expedite the process and was told I would be refunded when the defective light was returned.

After more than a month, it had not been refunded. I gave it 5 weeks. I tried several times to call the company and despite calling during business hours, I was never able to speak to anyone. I left several messages but with no response. Finally, I was able to speak to Gene yesterday and he insisted that it had already been refunded. As I still did not see it posted on my bank account, I sent him the following email. It was his response that floored me. Follow the email chain below. I know it is long, but it is telling.

Gene,

I am becoming quite frustrated with the service your company has provided. My original order was damaged requiring me to return the product. Rather than refund my money, I was required to purchase another light and send back the defective one. I was told at that time that as soon as the defective light was returned, my money would be immediately refunded.

I purchased a new light on May 29th. I returned the defective light the following day.

As of today, July 2nd, I have yet to receive a refund. When I spoke to you this morning via telephone (after 4 previous phone calls that were not returned), I was told that it had already been refunded.

I have gone over my bank account records thoroughly, and the money has indeed not been refunded.

This service is extremely disappointing. I first heard about Aqua LEDs through online forums on TheMalibuCrew and WakeWorld. These are extremely big forums and positive feedback has the potential to drive a lot of traffic to your company. Based on my experience thus far, I do not feel that I can give a positive review of your company.

Please see that the situation is corrected and my money refunded.

Thank you.

His reply:

You were refunded. I take that as an insult and you may say what you will. It will not hurt our $50k a day business. we have been very busy and under staffed, so we do the best we can. And if your crying about $125, well then you are in the wrong past time. (boating)

My reply:

Wow! You're quick and sarcasm-filled response only further confirmed my poor impression of your company. If anything, I am the one that should be insulted by your total lack of professionalism. I admit that I was upset, but that still does not justify a juvenile response on your behalf. A simple explanation that it was refunded yesterday and might take a few days to post would have been sufficient. An apology would have done wonders to change my impression.

For a company making $50,000/day, you would think that you could hire more help. At a minimum, you should be able to hire a receptionist to answer your phones. Clearly, your company is much bigger than me and my measly $125. Thank you for the advice though. I have now decided to give up boating.

2nd Reply

You insulted me. When you called today, I said you had been refunded, then you email tonight to tell me how you are going to * try* to ruin my image..LoL.. sorry, for every 1000 lights I sell I always get a Dollar Boater... You know, the guy that holds up the fuel dock to put $10 in their tank..

Who wants to do business with a company that treats their customers with such disdain? I don't care how good the product is...

Be warned and take your business elsewhere!

[wakebrdr94]

Wow! I purchased them and had nothing like that. Absolutely unacceptable. I'm glad I had no issues, but makes think twice about ordering on the next boat. Why not dispute with your card issuer?

[cougzfan83]

Wow! I purchased them and had nothing like that. Absolutely unacceptable. I'm glad I had no issues, but makes think twice about ordering on the next boat. Why not dispute with your card issuer?

I really don't have any issue with the lights. I used them for the first time last week. I was a little under-impressed, but it might have just been the dirtiness of the lake I was on. I think they are actually decent quality. However, they can be the best lights out there and I will pass the next time knowing the type of service the company provides. I am a manager myself and deal with customer complaints every day. I wish I could speak my mind sometimes, but better judgement and the reputation of the company require me to hold my tongue. Clearly, this guy doesn't get that.

Apparently, he just refunded it yesterday. It hasn't posted yet and my bank says it will take about 5 days. I emailed him because he told me it had been refunded last week, when in actuality, it was only yesterday.

Edited July 3, 2013 by cougzfan83

[cougzfan83]

His latest response as of 5 minutes ago.

Really? You have no right to post any of my confidential emails in a public forum, with out my permission. I like guys like you, you make things interesting, all I can say is lawyer up.

[FastFreddy]

His latest response as of 5 minutes ago.

Really? You have no right to post any of my confidential emails in a public forum, with out my permission. I like guys like you, you make things interesting, all I can say is lawyer up.

Wow definetely not buying from these guys. Thanks for posting.

[Bozboat]

Yea, I don't need that either.

[FastFreddy]

Oh yeah, dont worry about his lawyer threat. If the email wasnt marked as private and confidential then there is no expectation of privacy. I call BS.

[cougzfan83]

Oh yeah, dont worry about his lawyer threat. If the email wasnt marked as private and confidential then there is no expectation of privacy. I call BS.

Nope...not marked as confidential or private.

[skibreeze]

What a fawking dirtbag.

[wakebrdr94]

His latest response as of 5 minutes ago.

Really? You have no right to post any of my confidential emails in a public forum, with out my permission. I like guys like you, you make things interesting, all I can say is lawyer up.

Good to know he monitors this forum. I too am a manager and work retail. He is not denying the emails, and if he is not the owner, go above his head. I've been happy with their product, especially at the price point they offer it at, but won't put on the new boat

[Wakesetter67]

Was just about to pull the trigger and order some up, I would rather pay more then deal with people like this, I guess he wont be crying about my 250.00 but if more read this, and they will, That company will be out even more,

[Rmattajr]

I am curious though is Gene the owner? You may just have a disgruntled employee that may be a terrible representation of the company, unfortunately it happens. If Gene is the owner then then it's a shame and I hope his business is affected due to his lack of customer service, if he's not then I would still escalate the issue to the owner. Regardless, based on your experience I would rather pay more somewhere else.

Best part....

Aqua LED's first response- "say what you will. It will not hurt our $50k a day business"

Aqua LED seeing his ridiculously unprofessional email was posted- Really? You have no right to post any of my confidential emails in a public forum, with out my permission.

"lawyer up"....what a joke.....

Edited July 3, 2013 by Rmattajr

[cbmalibu98]

Same for me, I will spend my money with someone that puts a value on customer service.

CB

[Ndawg12]

If your going to give negative feedback about a company then this a perfect model on how to handle it imo. Thanks for the heads up, they're marked off my list as well. This guy is so blatantly arrogant that if he just works there and isn't the owner, management would have to have seen it at some point. Either way I think the company is at fault, not just a disgruntled employee.

[wakesetter8796]

I was actually going to order some myself, but saw this thread....on to shadow caster...

[Rmattajr]

Did a little searching on the web. Not going to crucify the guy with a bunch of personal details but I will say this, Eugene(Gene) is in fact the CEO of Aqualed's. I believe there is an actual owner as well. Oh and Gene is also a Miami Heat fan, need I say more????

Edited July 3, 2013 by Rmattajr

[Falko]

Underwater lights were my next project. I know where I won't be purchasing them. In this day and age of internet business, some humility and customer service goes a long way. And in this case, the lack of it can slit your throat.

The thing that kills me is his arrogant "$125" remark. So, we as boaters should just expect to get ripped off $125 and because we own a boat should just accept it?? REALLY??!?! All the boat owners I know can afford their boats because they are smart with their money, not a smart-a** with it.

[Ndawg12]

I hope this gets posted or linked on every boating forum out there!! Yeah, Miami Heat, that makes sense.

[nyryan2001]

give your business to Hurley or one of the others out there... this is what 2 Hurley puck lights look like...and its not even dark yet in the pic. they will appreciate your dollar boater business and treat you with respect

[wakesetter8796]

How clear is the water there?

[Falko]

Those Hurleys look awesome! They match your kids' eyes too!

[TheHardWay]

I wasn't even considering underwater LEDs for my boat until now. Just so I can do business with ANY company besides AquaLeds.

[nyryan2001]

How clear is the water there?

This is NOT clear water, I would characterize as medium....especially with the kids jumping aorund sirring it all up. The green definitly turns the fish into zombies.. the bucket there is full of minows they grabbed with their hands.

the price per lumen on the Hurleys is about as good as it gets if I recall...

Edited July 3, 2013 by nyryan2001

[Fman]

I feel terrible, I actually recommended this guys product on WW and this forum. Wish I would have known he was such a jerk before I installed and recommended his product. I hope people dont purchase his LEDs, nobody with this attitude deserves business...

Maybe we should all flood his email with some feedback on how he treated Cougz...

Edited July 3, 2013 by Fman

[wakesetter8796]

How clear is the water there?

This is NOT clear water, I would characterize as medium....especially with the kids jumping aorund sirring it all up. The green definitly turns the fish into zombies.. the bucket there is full of minows they grabbed with their hands.

the price per lumen on the Hurleys is about as good as it gets if I recall...

Sure looks like it! Thanks for sharing!