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We purchased an LED mirror from Decoraport online. One side of the LED strip has 3 bulbs missing, so the mirror looks dark in one corner. We took a photo of the defect and sent it to Decoraport. After their review they asked us to send the mirror back first, before they would send back a replacement. It would be a large effort for us to wrap, pack, and send the mirror back, so we suggested that they could just send me a good LED strip, and I would do the repair. They refused and insisted that we sent the bulky mirror in first, plus doing a whole bunch of paperwork. All these hassles were caused by a defect in the product, and Decoraport made no attempt to make things easier for the customer.
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Dear Winnie Wong,
We apologize for the inconvenience to you. But our normal procedure is that the consumer need to send the product which has problems back to us first. After our confirmation that it is really because of the quality problem, we will resend a new one to consumer. Meanwhile, we will pay for the round-trip delivery expense. Then we will return the product which has problems to the manufacturer. We think it’s the best way to protect our mutual interests.