What to Do When Customers Only Care About Cheap Lights?

Recently, I came across several complaints about buying lights online, and I think they're worth discussing.

This isn't to bash any platform or say you shouldn't buy lights online.

It's about the fact that lights are different from regular courier items.

Once many lights are installed, they incur labor costs, installation fees, removal fees, and accessory costs. Some involve high-altitude work, and some are wrapped around trees, railings, gates, or building facades.

When they break at that point, it's no longer just about the price of the light.

Complaint 1:

I bought a 100-meter string of colorful lights. It was a hassle to wrap them up, but they broke within less than seven days.

I contacted the seller, saying that to remove them, I'd have to cut them with scissors—otherwise, I couldn't get them down. I said I could cut the product, but then I wouldn't get a refund, and the product itself was defective anyway, so they wouldn't want it back.

He disagreed. I had hung them so high and wrapped them up. The seller insisted I had to remove them intact and send them back for a refund. I was speechless.

I said even if I removed them, they'd be damaged. He said if they were damaged, they wouldn't refund me.

The seller was relentless. No matter what I suggested, he refused, insisting I send them back intact. He knew perfectly well it was hard to remove and they'd end up damaged anyway. He forced me to remove them. I contacted the platform, but they just brushed me off without any response.

I waited 35 hours plus 48 hours, and the platform still didn't reply or solve the problem. They just switched to a return-for-refund option, but I said if I cut them down, the seller wouldn't refund me.

I was speechless. The platform didn't handle it, and the seller wouldn't refund. I demanded a refund—why should I spend my labor, time, and money on their defective product?

Please refund me 61 yuan. I'll either cut the product down and send it to them, or take photos of the damaged product and they can refund me.

Complaint 2:

I bought a flower crown LED light from a certain platform on July 14, 2023. By early 2026, I noticed the light had issues like light scattering, flickering, and dimming.

I contacted the seller, who said it was still within the after-sales period. The warranty was either 10 years or 5 years—I can't remember exactly due to time. The seller's solution was for me to remove the light and send it back for inspection, then they'd send it back to me.

I explained why I couldn't send it back and expressed my confusion. After repeatedly making it clear, the seller proposed another solution: buy another light from them and then return the old one. I disagreed because my core request was a replacement, not a second transaction. Plus, the seller refused to cover the removal cost. In the end, the seller said there was nothing they could do.

I interpreted this as exaggerated or false after-sales service, unwilling to handle the issue. So I contacted the platform's customer service. Their solution was for me to pay 90 yuan upfront, and then the platform would refund it to me. This was a plan negotiated between the seller and me, but the customer service just said they'd apply to the platform to refund me.

At the time, the customer service was unclear. I confirmed multiple times, but still got no clear answer. A few days later, I contacted 951**** again, and the platform refused to honor the previous plan. The reason I didn't agree to the earlier plan was that the platform hadn't clearly explained whether they would refund me the 90 yuan.

My current demand is either the seller replaces the light and covers the installation and removal costs at a repair shop, or I pay 90 yuan upfront for a new light, and the platform refunds me 90 yuan and compensates me for the extra costs at the repair shop.

Also, during negotiations with the seller, I provided videos, photos, and a clear description of the light's issues. Now the platform's 90-yuan refund plan is something they're unwilling to honor or compensate for.

Complaint 3:

I ordered LED lights from a certain short-video platform's mall. Within three months of actual use, they frequently stopped working. Five lights broke four times: the most-used dining room light broke twice, the living room light once, and the bedroom light once. The seller sent a replacement dining room light once, a light core once, and a living room light core once. I replaced them myself, and the seller offered no compensation.

With such frequent failures, I looked up information: the average lifespan of LED lights should be ≥25,000 hours. Mine broke so many times in three months—they're clearly substandard! The seller refused a refund or return!

Complaint 4:

In May 2024, I bought 3,500 yuan worth of LED point lights from a certain lighting technology official store on a platform for community gate lighting. After about a year of installation, many stopped working. I contacted the seller, but they ignored me. The platform also did nothing.

Complaint 5:

On January 31, 2026, I bought decorative lights from a certain platform. Since they were high-altitude lights, I bought materials and welded a base myself. Upon receiving the product, it didn't light up when powered on—a serious quality issue.

I contacted the seller multiple times, but they didn't reply or handle the after-sales. I had already paid for installation costs and planned to use them for New Year's Eve. Due to the faulty lights, I couldn't use them as intended, causing financial loss and holiday disappointment.

The seller only agreed to a return and refund, refusing to compensate for installation costs and related losses, seriously infringing on my consumer rights.

Complaint 6:

On March 11, 2026, I bought decorative light strips from a certain platform. The product was substandard—upon receipt, the quality was poor. The seller assured me it was fine, but within about ten days, they broke in the wind, infringing on my consumer rights. My demand is a refund.

Individually, these cases might involve small amounts.

But the real trouble with lighting after-sales isn't the product price—it's the usage scenario. Once lights are installed, the after-sales cost changes.

This is the biggest difference between lights and regular products.

The few dozen yuan you save might turn into hundreds in removal and installation fees, or even a lot of frustration.

Many users only look at one thing when buying lights: price.

But they can't see the quality of the LED chips.

They can't see if the waterproofing is done properly.

They can't see if the wiring meets specifications.

They can't see if the seller actually has after-sales capability.

And they certainly can't see if, when a problem arises, the seller will acknowledge the installation and removal costs.

For designers and lighting manufacturers, this issue can also be clearly communicated.

Cheap isn't impossible, but after-sales boundaries should be clearly written.

How many years of warranty, which parts are covered, what counts as human damage, what requires sending back for inspection, how labor costs are calculated, who bears the loss from removal after installation—these should be explained before problems occur, not after.

Clarifying upfront might reduce sales to those who only look at low prices, but it will also reduce a lot of disputes later.

Finally, a note.

Not every user in these online complaints is telling the whole truth. Sometimes, to get a refund, people may portray themselves as innocent, even hiding improper installation, unsuitable usage environments, or unauthorized modifications.

Having a business dispute doesn't necessarily mean the seller is at fault.

But regardless of where the responsibility lies, one thing is certain.

Lighting after-sales is really important.