LightRabbit - Total Shambles

[overskilled]

So I've been getting some marketing emails to the company burn email address, prices looked alright retail, applied for a trade account on sunday night, all seemed ok, usual "We will confirm your details and get back to you in 2 working hours" blurb
Phoned late on Monday afternoon, told 12 HOURS, but they would do it immediately, came in tonight...nothing, tried calling, just missed their office hours, used their webchat and....its outsourced.....badly

Transcript:
(nameless parts are my comments, sam is the pseudoname of their webchat droid)
Hi, trying to sort out my trade account, but almost 2 days later nothing has been done regarding it...can you advise further on this thanks?

LightRabbit: Hi, we're here to answer any questions

can you answer the question above then please?

Sam: yes let me see

Sam: please remind me the request

as to why my trade account has not been dealt with yet....

Sam: and your email address

applied online on Sunday night using [email protected] (redacted)

Sam: ok

Sam: and the units you need?

spoke to someone on Monday afternoon who said it would be done ASAP, however nothing seemingly has been done as I still get this " Thank you for signing up for a LightRabbit Trade account. Your application has been sent to our dedicated Trade department for review and once your account has been approved we will be in contact with you. Most applications are processed with within 2 working hours; however, should you need immediate access, please contact us on 01534 629460 to expedite your application. We look forward to working with you. LightRabbit Team " message when I try to log in

As I told your colleague I'm not going to place an order until my trade account is sorted out.

Sam: ok please tell me which goods do you need

Get me a manager please

as you are not answering my question and I'm on the verge of taking my business elsewhere

Sam: I see, I will escalate this case

Sam: it says 2 days

Sam: so it should be registered tomorrow the latest

your website says 2 hours

your colleague then says 12 hours yesterday

Sam: ok it may be registered but the confirmation has not reached you

Sam: i will pass the message now to the manager

Sam: ok its done,you will receive an update tomorrow morning

Sam: as offices are now closed

I'm planning to email your head office and tell them that due to poor customer service I am taking my business elsewhere as to be frank thus far I have found the service from lightrabbit to be incredibly poor, incoherent and frankly a shambles....If it is proving to be this difficult for lightrabbit to handle a trade account request....

Sam: I am sure the account has been open for review and eventually approved by the manager, but we will send confirmation in the morning as offices are now closed Sir

To put it mildly this is a farce...no one seems to have a clue what they are doing, different staff say different things and to cap it all lightrabbit use an outsourced webchat system.......disgraceful......


(yeah I kinda laid into him but I'm hacked off at being mucked about....LEDHut had my account dealt with in about 20 minutes and even had a call from the assigned trade manager to discuss my needs etc.....It really wouldn't surprise me to discover lightrabbit is just a jersey based scam....uk's no1....yeah right....:icon13::icon13::icon13

Shame as I was needing quite a few LED bulbs this year for a few kitchens to retrofit GU10 halogens....seems LEDHut are getting my business..

 

[overskilled]

And not 10 minutes after giving them a piece of my mind via email....my trade account is suddenly activated....whether I'll use it now or not after getting messed about is another question entirely....

 

[Andy78]

Stick with LEDHUT. I have had nothing but great customer service from them this year.

 

[Andy78]

Actually are you sure they are nothing to do with ledhut ?

Their websites and some products look identical, and I know from recent dealings with LEDHUT that they until recently had a base in Jersey.

 

[monkeyelectric]

Stick with LEDHUT. I have had nothing but great customer service from them this year.

I concur! If something breaks or if something gets sent wrong ( that rarely happens) they sort it straight away with no fuss and apologize for the inconvienience! Plus the haribo sweets in every delivery is a real treat

 

[overskilled]

Andy: I was wondering that myself.....whether or not its a clone or a breakaway is another question....

 

[Andy78]

Andy: I was wondering that myself.....whether or not its a clone or a breakaway is another question....

Most likely one of these than any direct affiliation. I just chatted with "Sam:" and she reckons its probably the same manufacturer for products that appear identical to ledhut's.

I had a problem with a couple of ledhut fittings that were non functional out of the box so sent them back for refund. It seemed to be taking a while so called them and they confirmed they had to go back to their Jersey dept for testing. They also said it wouldn't happen with any future returns as they were moving all depts onto the mainland.
So could be a breakaway company.

 

[overskilled]

Account activated but prices look the same....seems I was hoping for a bit much....
ugh back to LEDHut...shame though, they had a few options LEDhut didn't....

 

[overskilled]

My consumer opinion on LED Hut | jontank

interesting....though he could easily be one of the many paranoid wannabe superstars out there....