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.
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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.
