Review Time
Deeply Disappointed – Non-Delivery and Unfulfilled Replacement Promise I placed an order for a photography kit on September 26, 2025, intended for use at an important event. Although I received a delivery confirmation stating the package was 'left in the lobby,' it never arrived at my apartment. The building superintendent and neighbors confirmed that no package was delivered. I promptly reached out to customer service to report the issue. After several emails and nearly a month without resolution, I submitted a formal complaint requesting either a replacement or a refund. On October 20, 2025, the support team acknowledged the problem and assured me that a replacement unit would be sent that day, promising updates and tracking information. However, despite my numerous follow-ups for shipping details, I never received the replacement or any substantial response. After weeks without the product, no replacement, and no refund, I filed formal complaints with relevant authorities to seek resolution. I have attached all correspondence and evidence of the commitments made in my complaints. This experience has been incredibly frustrating and disappointing. As a professional photographer who depends on timely and reliable equipment, the lack of accountability and communication has severely diminished my trust in the company. I hope this review, along with my complaints, encourages the company to take customer service more seriously and address these issues swiftly.
Extremely Disappointed – Non-Delivery & Broken Replacement Promise for AEOS 2 PRO KitReview:I placed an order for the Rotolight AEOS 2 PRO Imagemaker Kit (Order #3234) on September 26, 2025. This was an important purchase intended for use at New York Comic Con 2025. Despite receiving delivery confirmation that the package was “left in the lobby,” I never received the product at my apartment. The building’s superintendent and neighbors confirmed no package was delivered.I immediately contacted Rotolight customer service to report this. After several emails and nearly a month without resolution, I sent a formal complaint demanding either a replacement or a refund. On October 20, 2025, Rotolight support acknowledged the issue and promised a replacement unit would be issued that day, stating I would receive updates and tracking details. However, despite many follow-ups from me requesting shipping info, I never received the replacement or any meaningful response.After weeks with no product, no replacement, and no refund, I filed formal complaints with the Better Business Bureau and the Federal Trade Commission to seek resolution. I have attached all correspondence and evidence of the promises made by Rotolight in my complaints.This experience has been extremely frustrating and disappointing. As a professional photographer relying on timely and reliable gear, the lack of accountability and communication has eroded my trust in Rotolight. I hope this review, plus my filed complaints, encourage Rotolight to take customer service seriously and resolve these issues promptly.
Rotolight has gone bankrupt I ordered 2 neo 3 pro only one got delivered and the second one got sent back to the sender I tried contacting rotolight to see if they could send me back the neo 3 that got returned and i got no responce there isn't a telephone number to call all you can do is use the chat option on there website but it's been a while and I still havnt got a response there is no customer service at all so if u have a problem rotolight they won't solve it I feel like this is a scam company dont waste your time with there products
I acknowledge that Rotolight lighting is excellent but when you need support it is non existent. I have spent the past 3 days awaiting a response from their support team, on chat and email. Be mindful that if you have any issues, want to initiate a return or just want them to confirm something they do not respond. Awful support.
Website advertising a sale (Neo 3 Pro heavily discounted) but it is impossible to actually buy anything.Contacted sales via email (there is no telephone number available) but ignored once I asked to purchase directly by phone.This is a case of misleading advertising and a very poor customer experience.
Truly awful support. I bought a Neo 3 pro (at one of the many price levels they seem to operate on).I bought the product as a all rounder, imagining I could use its claim to be a speed light and a constant light.When I speed light it emitted a loud noise. The support I received was that it was 'no louder than others and within tolerance'This test was conducted by the guy putting it on his desk and comparing it to another one.Despite the clear fault no round was offered.Beware the very carefully curated online reviews
I would just like to say how very impressed I am with Rotolight as a company, we all know their products are the best! But so are their customer service and support staff. I’m a private individual not a big company, so no major purchases from me. But whenever you contact them it’s not the normal “we will try to reply in four days” (like most support departments) . They reply more of less immediately, no matter how silly the question may be, and whether it will translate to a sale or not ! they are on it with accurate helpful advice. Such a rare thing in this day and age! Impressive products and impressive customer service Excellent company
Have been a Rotolight user for over 3 years now, primarily the Neo II and I LOVE IT! It has been so good for both my photography and video work, with such an ease to carry around. Rotolight's customer service is also fantastic, with someone of the friendliest people you will ever meet. Plus they are a family owned business too. Would definitely recommend using this company, for all your lighting needs!
I've been using Rotolight led lights for the last 3 years & they have been brilliant & never failed or let me down. Great design & manufactured in UK & the quality shows . This is a family company & their customer service is next to none . lovely people to deal with , Highly recommended
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Based at Pinewood Studios, UK, award winning on-camera, studio and location LED lighting systems for photography, videography, broadcast and cinematography.
