"I had originally purchased a set of HID headlights on 12/1/14. Paid w/ PayPal. We decided that we would not be needing them anymore. We got the ok to return the set. The package was received by Xtralights on 12/26/14. We called a few times to ask about our refund and no one ever answered. (It's like they know who you are and why your calling but they do not answer.)

Eventually getting a hold of someone, they said that they were missing the headlights and would only be able to return partial credit. I said it was fine, we will take what you can give us back. They said they'd issue a credit in a few days, by paypal. Paypal is probably the easiest way to send and get your money back with little to no hassle.

Called on 3/10/15, 5/18/15, 6/23/15, 7/2/15, 7/21/15 to ask where the credit is.
BARELY being able to get someone to answer. (Again, I can tell that they do not answer purposely when they know who you are) Around July, I called and FINALLY got someone to answer. She put me on hold asking her manager if they received the parts. She did say they were received, and that they could only issue a check. On 5/22/15 SHE ASSURED ME THEY WOULD BE SENDING IT OUT THAT DAY! I even talked to online support same day to tell them to make sure it goes out that day, and that i do not need to be waiting 5 months for my returned money. So I patiently waited thinking my check would arrive soon. I submitted a ticket to keep a record of the contact.

TWO MONTHS LATER, I called asking about my check. She kept "Confirming" needless info. (This was done through paypal... really?) I called So since i was not getting a response, I submitted ANOTHER ticket online. Received an automatic reply, and no one followed up. I got in touch with their online support, for the second time asking why they were taking so long. She stepped away to find out about the issue, and DID NOT get a response. I kept the window open for an hour and a half before closing the chat window.

Got in touch a week later, on 8/13/15, and said I need to get my money right now. (The woman on the recorder when you first call is the one who answered.) She is also the one who initially assured me the check would be sent out that day in May 2015. I did ask to speak to that manager, she said she would transfer me, and the line hung up. I called at least five more times to get a hold of this 'manager', and they did not answer the phone. They definitley screen the calls because they don't want to answer to their customers.

A return should NEVER TAKE 9 MONTHS. NO ONE SHOULD EVER WAIT 9 MONTHS TO GET THEIR MONEY BACK FROM ANYONE.
BY FAR THE WORST CUSTOMER SERVICE I HAVE EVER ENCOUNTERED!!"

"I have been purchasing products from the Xtralighs for the last two years. I like this company very much. As far as my experience with this company is concerned, it has always been superlative. Their customer care services are fabulous and always up to mark. Xtralights customer care executives have never disappointed me. I never got any kind of cold shoulder from their side. Talking about their products, they are very much affordable as compared to the products of the other companies in the market. In addition to it, the company is very strict about the quality of the product and services. I never got my product delivered to me in bad shape."

"I wished I read the reviews before ordering from Xtralights. Their customer help center is non-existent. Nobody answers the phone. They do not answer chat help or email. My lights came unassembled without any instructions. The only documents that came with the headlights was a small piece of paper written in Chinese and Chinese English explaining possible moisture inside lens. I am calling my credit card company to stop payment and file a claim."

"Xtralights is a trustworthy company. At first I did not want to buy Driver Side Replacement Fog Light for my Isuzu Ascender. But my Brother John forced me to Trust this company. But now I feel satisfied. I also feel that my brother was right. Now my car does not cause me any problem during fog. So I am very happy not only with the product but also with the Xtralights. I am going to recommend this website to everyone around me."

"THE FOLLOWING IS A LETTER I WROTE TO BOTH THE INTERNET CRIME AGENCY IC3 AND THE HEAD OFFICE OF XTRALIGHTS.....


On june 11, 2015 i purchased a set of aftermarket headlights order number 124759 for a 2012 hyundai sonata. after waiting about 2 weeks for delivery i called the online number to inquire about my lights. i was told then that the lights were not in stock and should be in in about 3 weeks. i was asked then if i wanted to wait the 3 weeks or if i wanted a refund, at that time i elected to wait for the headlights as i had gotten them on sale for about half price and didnt want to lose out on such a deal. i then waited 3 more weeks and called the online number again. on or around the week of july 13 when i called i asked the sales person if the lights had came in yet and he told me no. i then told the sales person that i would like to cancel my order and get a full refund. he said no problem. the payment was made via paypal and only takes a few days at best to refund my money. so after waiting a week i called the online number again where i was told if i wanted customer service i would have to hang up and call another number the number was ***-***-****. now i dont know what kind of shady operation this is but there is virtually no one there to answer the phone monday thru friday between 10am and 5pm pst. i have called a hundred times only to get the same automated message. which tells me that due to high call value its best to go online in file a help ticket and someone would get back to me in a timely manner. well i sent my first help ticket TWJ-877-41382 in on or around july 15 and have yet to have anyone get back to me. after calling litterly over 100 times i got someone twice to answer and after asking them why it is taking so long for them to process my refund for an order that they didnt have and neglected to notify me that they didnt have, i had to call wondering where it was, the customer service person put me on hold and never came back to the phone and the call eventually disconnected. that was done twice. now these people have my name address, and phone number but never bothered to call me back after i was disconnected. so in the meantime i have been on the website which offers a free chat service. i did a few chats asking about my refund, two of which i have transcripts of. the first one i didnt keep because didnt know i would need it. in one of the chats the person tells me to hold on while she gets the needed info and never returns to chat. its ridiculous. if you call the online number all you get is sales people who say they dont know anything and cant do anything about refunds its a accounting thing which is part of customer service which is the ***-***-**** which no one will ever answer no matter how much you call or what time of day you call. the last time i spoke to a sales they told me the company is station in canada. i then looked up the 250 area code and found out its in british columbia canada and i immediately think OMG!!!! if im being charged any international fees from att for calling that number i will owe a fortune. i dont know as of yet its the weekend and havent been able to speak with att. can you please light a fire under these people to refund me my money. its been almost 2 weeks since i cancelled my order and requested my money back. i even just got back from a vacation that i had to go on almost broke because i was expecting to have the money they owed in plenty of time to take with me. It doest take 3 weeks to refund any money to anyone. at one time when i was actually able to get through to a person at customer service, i was told that they had the cancellation and refund request and it should have been refunded to me by july 13, well its july 31 and still no money. Needless to say I am very upset and frustrated with this whole ordeal. I have bills and responsibilities and need my money.

After sending email after email, live chat after live chat, writing help ticket after help ticket, speaking to sales person after sales person and making endless calls unknowingly to an international number at a cost of $40 to me and still no refund I felt no other recourse than to think that this was a shady operation and I was a victim of a scam. And therefore have made a report to an internet company complaint agency which I will include a copy of the agency info, along with copies of emails, and chat transcripts showing how I tried to resolve this with getting attorneys and federal agencies involved, but no one in this company took my pleas seriously. This was not rocket science, I ordered something from your company, you didn’t have it , I waited weeks for it, nobody called me to tell me you didn’t have it, I was told it would be in in 3 weeks, I waited 3 weeks it didn’t come, I called back was told still wasn’t it, I decided to cancel order, and have waited over 3 weeks to be refunded via paypal which takes all of 5 mins to do. I

"

"My brother Tim Kennedy bought Scion Car two years ago. He needed Scion FR-S LED Projector Headlights - Chrome (Pair). So he placed the order on Xtralights. The company sent it within the 5 working day, but it was a partly wrong order. One of the headlights was not for his car,in fact it was for some Motorcycle. So we decided to call customer care to resolve the issue immediately. Xtralights Customer Care Executive talked to us very politely and apologized for their mistake. He guided us about the procedure to return the wrong product to the company. He further promised to send out the product we had originally ordered. We got the other part of the lights within 5 working days, butonly after a lot of hassle. Xtralights needs to be accurate about their delivery process. Now we are very happy. "

"Shipping was much longer than they said it would be. Headlights are ok. "

"Do not walk away "RUN" from any business with Xtralights.com !!!!!!! I am not kidding here RUN!!!!!!!!!!!!!!

5-22-15 Update; The missing power connectors that were to be delivery on the 22nd. as promised by Xtralight com are due to arrive one more week delay for a Stocking Item??

My one an only business story,
I ordered the XB100=D2OEM 2 Ballasts and that step was OK. Received these 2 ballasts 2 days late and no wiring plugs were sent as they indicated on their wedsite. Also, one ballast was damages so I contacted Xtralights and after 22 attempts they finally picked up. They said take a picture and send it via email and they will respond - 2 days later nothing. After trying many and many times to get through, the person got really rude and hung the phone up on me! "What the" who does business like this? This is a Canada based operation in California hmmm....I thought China was sketchy!
"

"ONLY PARTIAL ORDER RECIEVED. Still missing 1 item.
Now not answering phones, emails or even the sales number.
I seem to have no recourse. Are they out of business?
Finally received last item. No email or tracking # that it was on the way. Very poor communications. "

"DO NOT buy anything from xtralights.com. They are thieves! 7 months later and still haven't received a refund on a deposit for taillights that are almost as bad as the customer service, which is nonexistent. They will hang up on you if you actually get to talk to someone. I would recommend any company before this one. I will most likely have to take legal actions against them"

"PITIFULL they messed up my order and when I told them they are sending the wrong parts they refuse to give me a refund I am given the run around the facebook page is full of unhappy customers in the same position I am in. I am out 486 dollars and have nothing to show for my hard earned money. The customer service department is non existent I call and call and all I get from them is that there is no one available to take my call then Click they hang up. they will not even send me replacement correct headlights for my vehicle. My advice is don't get stung like I was Go elsewhere. Shoddy shoddy poor business practice... Looks like i am going to have to take them to court to get my money back !!
"

"Buyers BEWARE!!! this has to be one of the worse possible companies to deal with. Especially if you have a return. Had to do a paypal dispute to get a refund because they would not honor what their website stated on a product. One star because ZERO stars are not available."

"This company appears to be pretty good unless you have to return something. Then all hell brakes loose. They advertise that they have an "easy returns" policy on the first page of their website.
The form and information needed to return something is ridiculous. I had to provide less information when I got my marriage license!!
Ultimately, this return process is to discourage customers from returning anything. According to the BBB.org, Xtralights is a Canadian based company.
We have to send a message to Xtralights that you do not do business in the U.S. like this.
I just found a International Service Fee of $6.85 on my bank statement from Xtralights via paypal. My purchase was to be free shipping! "

"PLEASE PLEASE PLEASE; DO NOT buy from xtralights.com never in your life!!! I order a set of headlights for my BMW but cancelled the order the next day and asked for my refund by phone to customer service. After telling me that they will refund my money in a few days, they never did!!! It's being a month since, and still don't see my money posted to my credit card! I will seek legal actions against this guys! I want my $491 dollars back ASAP!"

"Totally awesome. I am extremely happy and impressed. The quality is outstanding, superb. I plan to make many more purchases."