"I asked Bulbtown for an LED replacement for some instrument cluster bulbs installed on my 2004 Mustang. I sent them the number that was stamped on the bulb. The bulb size was a T1-3/4. I received a reply from Bulbtown with a recommended LED replacement and immediately placed an order for 10 bulbs. Certainly not a big order and not very expensive. When I received the LED bulbs I attempted to install them in the instrument cluster. Unfortunately the shape of the upper part of the LED bulb caused the socket the bulb is inserted in to to spread out ever so slightly, causing the socket not to fit in the instrument cluster hole. I figured, no big deal, I'll send them back and ask them to recommend a different LED bulb. When I explained the problem with the bulbs they recommended as a replacement, I was told I could return them, but there would be a 15% restocking fee. I said, "WHAT?" You people recommended the bulb that did not fit the socket and you want me to pay a restocking fee? The lady I was working with understood and said she would forward my email to her manager. After 4 days of waiting I asked the same lady to please follow up with her manager. It's now 1 week and I have no response from the manager or her regarding the unwarranted restocking fee. I said to the lady, if I had selected the bulb I ordered and it was wrong or did not fit, I would fully understand having to pay a restocking fee. But when you/your company make the recommendation and the bulb doesn't fit, then I feel it was your mistake and I should not have to pay a restocking fee. The last thing I did today was write an email to the person I was working with at Bulbtown and told her after one week of no answer to the restocking fee question, I can only assume my question was unimportant and therefore did not justify a response. I then proceeded to tell her that Bulbtown/Jackson Electric can be assured I will never again order from them again and I will be posting a review about this horrible business practice and experience.
Well today I read Bulbtown's response to my 1 star review. Clearly the person responding did not read the entire email thread because he/she states that all I asked for was for a T1-3/4 LED bulb. I clearly wrote in my very first email what was stamped on the original bulb, V14/90 AND I clearly ASKED for a recommended replacement. What was recommended was precisely what I ordered. In addition the responder says it was only $1.87. Here is the responders reply verbatim. I hope the responder reads my reply which is also within his reply IN ALL CAPS!
Response from the owner 14 hours ago
Mr. Savarese: Before we go any further, let's be clear that we are talking about $1.87 here. IT IS NOT THE $1.87. IT IS THE PRINCIPLE OF THE THING. You asked for a T1-3/4 LED to replace a T1-3/4 incandescent, NO I DID NOT. IN MY VERY FIRST EMAIL WHICH MELINDA RESPONDED TO, I ASKED FOR A REPLACEMENT FOR A BULB THAT MARKED "V14/90" AND WAS A T1-3/4. I EVEN SENT A PHOTO OF THE BULB!!! to which Melinda replied with a link to the T1-3/4 LED bulbs that we stock, an act which hardly qualifies as a recommendation. AGAIN, READ MY 1ST EMAIL WHICH MELINDA REPLIED TO. IT CLEARLY ASKED FOR A RECOMMENDATION TO REPLACE THE BULB THAT WAS STAMPED "V14/90" ON IT. WHAT MELINDA RECOMMENDED (YES, RECOMMENDED) IS WHAT I ORDERED AND I ORDERED 10 OF THEM. You ordered the bulbs online and then as you stated in your review, you installed the bulbs. I ATTEMPTED TO INSTALL ONE BULB. YES, ONE BULB The bulbs are now used and as per the T's & C's which you agreed to when you placed your order, we do not accept returns of used merchandise. IF YOU CALL TEST FITTING ONE BULB "USED", SO BE IT. BUT WHEN THE TEST FIT IS PLACING THE BULB INTO THE 1/4 TURN SOCKET, AND BULB PRESSES ON THE SIDE OF THE SOCKET, PREVENTING IT FROM ACTUALLY BEING INSERTED INTO THE INSTRUMENT CLUSTER PANEL, THUS NEVER ACTUALLY BEING LIT, THEN IN MY MIND THE BULB IS NOT USED BECAUSE NO DC VOLTAGE WAS EVER APPLIED TO IT. REGARDLESS, THE OTHER NINE BULBS WERE NEVER REMOVED FROM THE BAG THEY WERE SHIPPED IN. Melinda was trying to do you a favor by allowing you to return the "used" merchandise which we are no longer able to re-sell with the caveat that you pay the industry accepted 15% re-stocking fee ($1.87). You have now clarified this matter with your review. You will not be paying the $1.87 re-stocking fee as will NOT be accepting the return of the bulbs which you ordered and used and subsequently wanted to return. AND THERE-IN IS THE WHOLE POINT. I ASKED FOR A RECOMMENDATION, WHICH YOU DENY. AND I DON'T CARE IF IT WAS ONLY $1.87 OR $187.00. IT'S THE PRINCIPLE OF THE WHOLE THING. THE FACT IS THE PRODUCT YOU SOLD ME DOES NOT FIT THE APPLICATION. NOW WE'LL LET THE PUBLIC DETERMINE WHETHER THEY WISH TO DO BUSINESS WITH BULBTOWN.
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"Although I did not receive good service and posted about it last November. I did receive not one but two calls from a young lady named Donna. They shipped the bulbs, credited my account and apologized for the poor service that occurred during their transition (From what appears to be an acquisition) I greatly appreciate Donna reaching out and clearing things up. Because of the time that has passed, I cannot alter the old review but this new review should give everyone a renewed view of the company. Thank you again Donna!"
"Original order placed on 11/18/19. Now 1/20/20 and still not received. Attempted to contact them in several different ways and no response. Website is non functional except to take your orders and your money. They do not answer their phones only voice mail & will not respond to messages left. All it would take is a simple response of some kind to satisfy most customers of the delay. Shows they lack any sense of reliability to their customers."
"Had to order some hard to find bulbs. BulbTown was the cheapest, and the shipping was fast."
"They take your money, send defective merchandise and refuse to do anything about it.
And their attitude is atrocious."
"This is a rogue operation. Keep away! Trust me. I have been around the block a couple of times and I smell a rat."
"WONDERFUL SHOPPING EXPERIENCE! I ordered 4 miniature bulbs on 6/21, and they arrived yesterday 6/23 - priority mail. Melinda assured me that my product was in stock, and would be shipped that day. She was very friendly and of great assistance in finding the perfect size / strength I needed.
I'll recommend Bulbtown to anyone I know who's looking for a specialty product. BTW - the $5.99 shipping is so they can be sent fully protected inside a box. I paid an xtra $2 for priority (guaranteed delivery in 2 days) , but arriving safely and in 2 days was well worth the shipping cost!"
"I was in need of a discontinued bulb and found it here. I did read the reviews and was very skeptical to order but needed the bulb. I called during their business hours and the lady on the phone was nice and took my order. The order arrived a little over a week later (I paid for regular shipping) no problems at all. Tested one of the bulbs and all is good. I think the packaging could have been better but no bulbs were broken. Very happy with this transaction."
"Looking at the reviews here, I find exactly what I suspected. Having placed an order in Oct 30th of this year paying with PayPal for my items, I checked my order status 2 weeks later and find it was still processing. After sending the company a message about why it hadn't shipped yet, they shipped it the next day. After 1 more week of receiving nothing in the mail AND PAYING FOR EXPEDITED SHIPPING I had to escalate my PayPal transaction due to the fact of not receiving my items after 2 more weeks and NO RESPONSE from them to resolve it. I of course lost the dispute like usually happens with PayPal anyway, as I figured would, I'm out $15.70 and have no items. The tracking number they sent was Not Found but the show it was delivered. Why do I have nothing to finish my project then ? Avoid this company as well. The other 1 star ratings are correct. Never again. By the way, I just checked the order status again and STILL shows processing as of 12/17/2015. OMG. You need to close your store."
"I ordered 6V 6W bulbs from Bulbtown USA in Sep. 2015. The payment was billed through PayPal on the same day. 10 days later I inquired about the status of the shipment and was told that they had not got around to it yet due to a supplier delay. The person on the phone was, in my opinion, rude and uncooperative. No information about it had been communicated to me prior to the call. The package was shipped three business days later (not the same day as promised) and arrived a week later. Avoid this company if you want speedy delivery and courteous customer service."
"Communication is poor, shipping time is SLOW! Ordered on 3/16 and finally got my stuff on 4/4. I had to write them to see what the problem was instead of them contacting me about back orders.
It appears by reading the other reviews this is a common thing with them. Do they stock anything???"
"Rip off website. Don't be fooled by low prices."
"Ordered light for Christmas decoration Dec 11. Thought 2 weeks ample to receive, so choose cheapest shipping = 'just need one'. Did not receive, left phone message, did not hear back.
Called today January 7th. Turned out, it had still not shipped.
Sounded like they did have bulb now, but had not had in stock. They did not seem to think it strange that 4 weeks have passed since I had chosen 'just need one', so it is presumably their M.O.
Both people I talked to sounded pleasant but in their 80s and with no particular hurry. Would be cute OK in mom&pop store, but doesn't work for the internet."
"ORDERED ON 9-23-13 MONEY TAKEN OUT IMMEDIATELLY FROM PAY PAL
GOT EMAIL ON 10-1-13 SAYING ITEM BACK ORDERED MAY BE SEVERAL WEEKS. TALKED TO SOMEONE SWITCHED ITEM SAID IT WAS IN STOCK WOULD SHIP IMMEDIATELLY
CALLED TODAY 10-9-13 WAS TOLD THERE WAS A MIXUP THAT THEY WOULD DEFINETLY ARRIVE BY 10-11-13 WE WILL SEE.
WILL DEFINITLY NOT USE THIS COMPANY AGAIN
WOULD NOT RECOMMEND ANY ONE TO USE THEM
PRICES ARE A THIRD HIGHER THEN ELSEWHERE (MOUSER)"
"Will never use them again. I read all of these reviews, but still placed a small order. I order 100's of bulbs a month and thought I'd try this place out. I sent a note that said, "I've read your online reviews and am nervous about placing this order. Hopefully all will go well and I'll be happy to report the results of our transaction." In other words, I told them that I am an active online reviewer who is already suspicious of them.
It didn't help. Nearly three weeks after placing that order, I received a shipping notice. I called customer service, gave her my order number, and asked if this type of delay was standard. The customer service woman mumbled the whole time, but what I gathered was, "Yes. If we don't got it in stock." I started to ask what items were not in stock, but she asked me what I ordered. She had my order information right in front of her. I told her "never mind," and I hung up. Useless."