I write in the hope that the good people at XTAR will see this and respond.
On May 31, 2018, I purchased two items from XTAR Direct: a MecArmy illumineX-4 Aluminum EDC Flashlight, and the XTAR PB2 Powerbank and Battery Charger All-in-One (with two high-drain 18650 cells included). The invoice number is: LD163216873.
The Powerbank/Charger arrived in a matter of days. The little MecArmy flashlight however has still not appeared as of July 3, 2018.
Here's what's annoying me: in the five weeks since I placed my order, I've made eight (8) separate attempts to contact XTAR, including direct e-mail to the customer service address, and responding to e-mail messages from XTAR asking me to review the product I have not yet received. All attempts to elicit a response from the customer service folks have failed. (The XTAR server does not appear to be accepting messages sent from my ISP. I have no idea why this might be.)
The order fulfillment for the Powerbank/Charger was top-notch, but XTAR really dropped the ball with regard to the flashlight.
So, has anyone else experienced inconsistent customer service from XTAR?
UPDATE: I tried again to reply to a "please review your purchase" message from XTAR. My message was bounced because" The email account that you tried to reach does not exist."
UPDATE #2: I was able finally to contact the seller. Here's the secret: XTAR Direct is just a domain name; the real seller behind XTAR Direct is Prizm Lite, LLC. I found the company name and contact information on my PayPal receipt. To its credit, Prizm Lite responded to me within a matter of hours after my e-mail message to them was sent, with a message informing me that the missing light was no longer available, and a refund had been posted to my credit card account. I therefore recommend that if you have a customer service issue with XTAR (or indeed, any other online merchant), check your payment receipt to identify the legal entity receiving the payment - that's the entity to contact.
On May 31, 2018, I purchased two items from XTAR Direct: a MecArmy illumineX-4 Aluminum EDC Flashlight, and the XTAR PB2 Powerbank and Battery Charger All-in-One (with two high-drain 18650 cells included). The invoice number is: LD163216873.
The Powerbank/Charger arrived in a matter of days. The little MecArmy flashlight however has still not appeared as of July 3, 2018.
Here's what's annoying me: in the five weeks since I placed my order, I've made eight (8) separate attempts to contact XTAR, including direct e-mail to the customer service address, and responding to e-mail messages from XTAR asking me to review the product I have not yet received. All attempts to elicit a response from the customer service folks have failed. (The XTAR server does not appear to be accepting messages sent from my ISP. I have no idea why this might be.)
The order fulfillment for the Powerbank/Charger was top-notch, but XTAR really dropped the ball with regard to the flashlight.
So, has anyone else experienced inconsistent customer service from XTAR?
UPDATE: I tried again to reply to a "please review your purchase" message from XTAR. My message was bounced because" The email account that you tried to reach does not exist."
UPDATE #2: I was able finally to contact the seller. Here's the secret: XTAR Direct is just a domain name; the real seller behind XTAR Direct is Prizm Lite, LLC. I found the company name and contact information on my PayPal receipt. To its credit, Prizm Lite responded to me within a matter of hours after my e-mail message to them was sent, with a message informing me that the missing light was no longer available, and a refund had been posted to my credit card account. I therefore recommend that if you have a customer service issue with XTAR (or indeed, any other online merchant), check your payment receipt to identify the legal entity receiving the payment - that's the entity to contact.
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