Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to deal with my warranty for a failed air conditioner as a two year warranty. Water leak inside motor area causing smoke to come out of vent. Want a replacement was purchased at ***** ******** **** Victoria B.C. ***** wants a RA number. Hisense refuse this for ***** and cannot get my exchange. Company say they will get hold of ***** but never has. This been going on since Sept. 2023 five calls later. My case number is *********. ******* ***** ** ***** ** ** ** *** ** **** ** ***** ******** ** *** ***** ** **** *** ***** **** **** *** ******** *** ** I want my replacement or money back. It was purchased 05/14/22, for $791.29. ******* **** *** ******** *** ** ***** ** ** **** ******** *** ****** **** *********

  Business Response

  Date: 21/05/2024

  customer was advised on 15/11/2023 that the company has an NRA agreement with the store and the store will issue an replacement or a refund based on the agreement .

• Initial Complaint

  Date:11/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning,
  
  A Television was purchased from Hisense Canada. The tv stop working ( the screen went blank) I called Hisense and reported the issue, the customer service rep & I went through the check list which proved it wasn’t working. They said they would get back to me.
  About three (3) weeks later I received a email with a letter saying I need to take the tv to (***** Service) to get the tv repaired, which I did, I called ***** Service to follow up on the repair. About a month later they told me the tv cannot be repaired and also reported this result to Hisense Canada.
  I went back and forth with Hisense until they told me because it cannot be repaired & they cannot replace the tv, they will refund the money $336.74. A month later they sent me the cheque with my name spelled incorrectly. I contacted Hisense several times, I also called there headquarters and left a message about the issue with the cheque. To this day I have not received any response from them. Please I am asking you to help me in resolving this matter. If you need any other information please let me know.
  
  Thank you

  Customer Answer

  Date: 27/09/2023

  My issue with Hisense Canada is resolved.

• Initial Complaint

  Date:29/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Bought Hisense Refrigerator from ******** ********* ****** March 2023
  - fridge began leaking shortly after purchase contacted *** but was informed that it needed to go through Hisense Canada
  - 3rd party (********* *******) came twice, once to diagnose issue and second time to fix it - fridge no longer leaking water
  -shortly after noticed that refrigerator was not cooling properly (food began to rot), freezer was working well
  -in June 2023 Hisense was contacted again to fix cooling issue
  - ********* ******* was sent again and replaced internal computer board to fix cooling issue
  - fridge still would not cool, Hisense contacted for 3rd time in Aug 2023
  - **** ********** tech sent and reported that refrigerator could not be fixed - he attempted to contact Hisense but could not get through
  - Hisense contacted multiple times over the last few weeks in hopes of solution
  - Hisense costumer support states **** has been escalted to management and that they would respond withn 24-72 hours, waiting for response since Aug 14th
  - have waited on hold with Hisense to be transferred to management, phone line disconnected after prolonged waits
  
  The fridge is broken and less 6 months old. This is unacceptable business practice. We no longer want anything to do with Hisense or their products and as a result of their inability to accept responsibility for this have cost our family thousands of dollars in rotten groceries. We do not want a replacement fridge we would like this fridge removed free of cost and our money returned.

  Business Response

  Date: 25/09/2023

  Hello ,

  We I sincerely
  apologize for your negative experience with our Product and services. Here at
  Hisense, customer satisfaction is of the utmost importance, and we genuinely
  regret falling short of that expectation in repairing the unit .
  I can assure you
  that this issue will not happen again. I’ve already alerted to our service
  filed management, and our team is working to ensure that you and other
  customers will not experience this problem in the future with multiple repairs .
  Thank you for your
  patience in this matter. We are already processing a refund, a cheque will be in mail in 3-6 weeks. Please do not
  hesitate to reach out. I’m happy to help in any way that I can!

  Best regards.

   

• Initial Complaint

  Date:17/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a refrigerator from Hisense in March 2023 model number *********. About 6 weeks after I received it, the fridge started making a loud banging noise every couple of minutes resembling that of a small firework or pellet gun being fired. Loud enough to awake me from sleeping in the next room. When I emailed the company, they admitted that it was still under warranty, however they do not service this model or honor any warranty claims on that model.

  Business Response

  Date: 17/07/2023

  Mr **** ,

  I called and left message with my direct number  to call me back . I will be more than happy to assist with this query .

   Best regards,

  ******,

  Customer Answer

  Date: 19/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Sorry I was busy and could not answer your phone call.  * **** ******** * **** ** ** ******** I purchased the fridge from ******* on April 3rd 2023. I emailed your company on April 25th 2023 in regards to the loud banging sound the fridge was making. Since this date the banging has continued to get worse. On April 26th I received an email from ***** saying that you do not repair or offer replacement parts on this model of refrigerator. For a fridge I owned less than a month you should honor your warranty. 
  
  
  
  Sincerely,
  
  
  
  **** ******************

• Initial Complaint

  Date:30/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021 I bought a new fridge from ****** and it was made by Hisense. In 10 months my fridge went out on me. They sent over a repair man to fix it. It was fixed and then it went out on me again. I've had to throw lots of food away in which I would think would be a good working order fridge. Well it hasn't. I want the word out there if Hisense won't do anything for me about this matter.
  
  Thank you, ***

  Business Response

  Date: 17/07/2023

  Hello ,

  Please take the Unit to ****** for replacement .

  Best regards,

  Hisense Canada .

• Initial Complaint

  Date:28/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We pId $700 for there portable air con with wifi, the wifi does not work on the unit ,there technician told me it needs to be replaced, I have done everything they have asked like showing a receipt etc,everything I speak to them they say they will email what I need to return item ,
  Within 24 to 48 hrs ,they never do ,I've tried speaking with the manager who won't return my calls ,three weeks now this has been going on for ,please hrlp

  Customer Answer

  Date: 21/07/2023

  thankyou for you help ,the company has now resolved the issue 

• Initial Complaint

  Date:26/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Hisense fridge online from ***** on February 9th, 2023. It was delivered on February 11th. The fridge was a Hisense ********* 17 CU Ft Bottom Mount Fridge. The Serial Number is ***********************. On June 4th it quit working. I contacted ***** Red Deer, where the fridge came from, however was told because it was more than 90 days I needed to contact Hisense. Since then I have emailed, telephoned, and contacted ***** customer service to assist in either having the fridge fixed in a timely manner or at least have the ability to return the fridge and purchase a new one. To date I have heard nothing. We have experienced 30 degree weather with on fridge. The lack of response from Hisense is appalling. Anything you can do is appreciated. I believe I have been patient enough.

  Business Response

  Date: 10/07/2023

  Hello ** ******* ,

  We were advised per the technician that the unit is not repairable, therefore we are going to issue an exchange through the store . 

  Please provide us with the Bill of sale so we can proceed . Please send to "*************@hisense.com" with reference # *********.

  Best regards,

  **

  Customer Answer

  Date: 10/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:13/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 16th, 2022, i purchased a 58" Hisense UHD 4K TV at ******. In May 2023, my TV starting having technical issues. The sound quality, TV shut off, pre-stalled app wont work. I contacted ****** TV support in which the technician advised me that unfortunately i need to contact Hisense Canada as per ****** exchange policy is 3 months and therefore hence TV under manufacture warranty to proceed with escalating this matter with Hisense Canada. I contacted Hisense Canada, in around May 14th, 2023. Sent in my proof of purchase as requested to their customer support email. I got a follow-up for technician to complete an in-house tech support after a week of this complaint. The technician came in and removed the original component of the TV and replaced it with theirs. So instead of fixing the problem/issues with the TV, i am not stuck with a TV that wont work at all. No connection to internet, no apps, no sound. I immediately contacted customer service the very same day. I was advised by the agent that someone would be in contact and never got a call. It took almost a week for the same technician to reach out. I have requested that my TV be replace. Between these weeks i have been contacting Hisense Canada call center and i must say my experience has been nothing but disastrous. The agent lack knowledge, the hand up calls on you, no call back as they advised that they would call. No responses to emails. When you call requesting to speak with supervisor they will have you on hold for 30mins or more and return on the line with the same line " there's no supervisor available". someone will reach out to you in 24hrs of soonest". And i have gotten any call back? absolutely No! i have contacted the corporate office in Mississauga and left message for support in this matter and it been 24hrs with no call back. I have reach out to Hisense Canada on ******* and again no response. So meaning my household have been without entertainment device for one month. #*********

  Customer Answer

  Date: 06/07/2023

  Hisense responded after I contacted them on ******* and a full refund issued at the store of purchased. 
  
  Thanks for your help. 

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: Nov 16, 2022
  
  The amount of the product: $1188 plus tax
  
  what business committed to provide you: 2 years manufacturer warranty
  
  Nature of dispute: Hisense is not willing to replace the defects product (fridge) at all (water leaking from a fridge a day and night!)
  
  whether or not the business has tried to resolve the problem:
  - Hisense Canada was not helping me to resolve my issue at all. it has been for 7 weeks since the tech (from Hisense) diagnosed my fridge as a defect. (issue with a compressor). they created my case for warranty replacement; however, i kept calling them and they always gave me an excuse saying Email down, 3 days business day from today they will send the 'RA(or ticket" number to the store i purchased... or within 2 days they will email to the store to process my replacement etc etc... but they did not take any action at all every time i called them.. No manager called even i request. I sent an email to Hisense but no one contacted me. they have 0 % to resolve the issue.
  
  case# ************ service order # *********  (i do not prefer to have any Hisense product anymore since they will not help me once i have another issue -- )

  Business Response

  Date: 18/07/2023

  Hello,

  **** ** ****** *** **** ***** *** ** ****** ** ********** ** ***** ********* *** **** **** *** ***** *********** **** *** *** ********** . I apologize on behalf the team and will look after customer immediately .

  A voice mail was left for customer and a return authorization for replacement for this unit is going to be issued immediately .

  Best regards,

  ******.

  Customer Answer

  Date: 18/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I do not need the replacement any longer. I need to get my money back instead. My Hisense fridge was no longer functioning and i had no choice to buy new fridge. * ** *** **** ** *** ********** ****** ** ***. that is the excuse. Also, I have never receive phone call from Hisense and never received the voicemail. 

  Compressor and heating element were the issue and there would be no way that the broken fridge was functioning longer.

  Please refund the money instead of the replacement. 

  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 19/07/2023

  Hello ** ****,

  I sincerely apologize for your negative experience with our Product and services. Here at Hisense, customer satisfaction is of the utmost importance, and we genuinely regret falling short of that expectation in repairing the unit .
  
  I understand how frustrating it is to face this problem and how your business is affected. I’ve dug into the issue and discovered that after the repair we haven't received a feedback from our technician that the unit was unrepairable. I can assure you that this issue will not happen again. I’ve already alerted to our service filed management, and our team is working to ensure that you and other customers will not experience this problem in the future.
  
  Thank you for your patience in this matter. We are going to proceed with a refund as per your request . Communication is sent to the store to provide refund instead of replacement. 
  
  Once again, I sincerely apologize for the inconvenience this issue has caused you. I’ll be checking in with you in a few days to update you on the status of the refund. If you have further questions, please do not hesitate to reach out. I’m happy to help in any way that I can!
  
  Best,
  ****** 

  Customer Answer

  Date: 26/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased their 4k laser projector (******) in December of 2022. Last month, I had an issue with the projector with a dead pixel or laser, and contacted support for escalation mid May. They agreed to service the unit and promised a way bill along with a shipping box. I waited 2 weeks and have not received any of the items they promised. I escalated further with their support 2-3 times and continued to get a runaround about how they will contact me and processed the escalation to “management”.
  I spoke to support one more time and their representative, ****, said they can’t do anything else and asked if I would like to be contacted by their supervisor. When agreed to be contacted, even that request was not fulfilled and have not heard anything.
  I am left stuck with my warranty service without any resolution and only getting unhelpful responses.