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Business Profile

Gloves

Quanta Vici Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gloves.

Complaints

Customer Complaints Summary

  • 39 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/03/2023

    Type:Billing 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 originally purchased a pair of their heated gloves on December 11, 2021. This pair never worked correctly, and after multiple attempts to trouble shoot them according to Quanta Vici's posted, written, and verbal instructions, and after repeated unsuccessful attempts to obtain a return authorization, I returned the gloves on April 6, 2022, asking for a replacement or refund.
    Neither have been provided. Instead, after protracted efforts on my part, a store credit was issued on January 16, 2023.On January 27th 2023, I placed a purchase and was charged $581.05 with the promise my store credit would be immediately applied. Despite repeated attempts at contact, the store credit has not been applied, and the purchased product has not been delivered.

    Just days ago, I received a promotional email from them inviting me to buy more of their products, seemingly ignoring all of our past dealings. Quanta Vici has had over $900 of my money, and is not responding to emails. ** **** ****** **** ****** ** ****** **** ******** ******** ******** ** ** ** **********

    Business Response

    Date: 30/03/2023

    The customer was promised store credit as per our Terms and Conditions after having returned the product. The store credit at that time was issued by a proceeding with a refund after placing another order. Despite us doing our part and issuing the refund, unfortunately it was unsuccessful because it was not accepted by the customer's bank. However, we issued a gift card right after with no expiration date so that the customer can use it anytime they want. The current pre-order has not yet been shipped because, as mentioned on our website, all pre-orders are subject to delays and will start being shipped in April. This is stated in our Terms and Conditions to which the customer agreed when placing the order.
  • Initial Complaint

    Date:17/02/2023

    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 originally ordered a pair of gloves in October 2021.
    One of them was defective, so I returned them ( at my expense) and was promised a replacement within a few weeks. I pre paid for the return shipment as well.
    It’s now February 2023, No gloves still, no response to my questions about delivery.
    I either want the gloves or my money back., *** **** ******* ***** **** ****** ****

    Business Response

    Date: 01/03/2023

    The customer's replacement order has already been delivered as per the tracking number issue by ***** ************. We sincerely apologise for any inconvenience.

    Customer Answer

    Date: 01/03/2023

     

    Better Business Bureau:



    I have reviewed the response made by the business and find that this resolution could be satisfactory.

    The delivery was today March 1st but I will not be home to actually test the gloves work until March 10th.

    please do not close the complaint until after I advise on whether the product works.


  • Initial Complaint

    Date:31/01/2023

    Type:Delivery 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 tried to resolve my issue with the business about the order, however still has not resolved it.

    I have made an order on Dec 19th 2022 ******** ** **** ** ** * ********* ******* **** ******** ********. I was charged $24.99 dollars for the US shipping that supposed to be 1 -7 days (see attached shipping information). Based on the shipping information, I should've gotten my order no later than Dec 26th.

    Later I have reached out support to find out if the order could come before Christmas and was told that it will be shipped on 27th **** *********. *** ************* *** ********* ********** * *** ***** ******* ** *** ***** *******  I submitted the ticket on Jan 11th 2023 and on Jan 12th I was told that it is not shipped yet. I requested cancelation and refund since after multiple weeks it still has not arrived *** ** **** ***** *** ****** ** ****** *****.. Business refused to cancel, they told me it's too late to request a cancelation.

    **** ** ************* 1,5 months later I haven't received my item and I paid extra for the 7-day delivery. Business fail to provide tracking number and keep telling me "it's coming soon, just wait". ** * ***** **** **** * ***** **** ** **** ***** * ***** ***** *** **** ******** ** ** ****** my order is somewhere in China, with no tracking information or ETA on delivery.

    I'd like to have a refund issued to my original payment method ******** as requested on Jan 11th (prior to shipping).
    **** * ***** **** ****** ****** ** ******* **** ****** *********** *** *** *** ***** ********* *** *** ********

    Business Response

    Date: 03/02/2023

    The customer ordered a pair of Base Model gloves on the 19th of December, back when the estimated shipping time was on the 27th of Christmas. Due to external impediments such as high demand and part of our gloves stock being delivered to the US deposit, we had to face inevitable delays. As the stock is present in the US deposit now, we already started shipping and all base models orders are being prioritized. 

    Customer Answer

    Date: 15/02/2023

    I am rejecting this response because:

    I am rejecting this response because I have still not received my order and would like to have the full refund.
    1. Business lied to me saying that my order has beed delivered to USA from China and I should contacted by delivery person with tracking number on Jan 24th. 3 weeks later no tracking number or order.

    2. Under the Consumer Contracts Regulations I have the full rights to cancel order and get refund if business hasn't shipped my order and failed to get my concent on delayed delivery. I have requested refund on Jan 11th. After my order still hasn't been shipped 3 weeks after order date ( support promised to ship on Dec 27th prior to me ordering the item).

    If business failed to refund me after 2 months of poor customer service and lies, I'm going to escalate the issue to US federal agencies and sick legal resolution of this issue.

    Business Response

    Date: 17/02/2023

    The order has been fulfilled and is currently on its way to the customer, as per the tracking number provided ** *** *********** *******.
  • Initial Complaint

    Date:25/01/2023

    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.
    Defective product and repeated emails to customer service to even get a response. Still no battery product replacement. Since I got the gloves years ago they haven’t worked properly. ******** customer service.

    My ****** order for a battery replacement from March 2022 for my defective ones has been delayed numerous times to April/May and then later, then December 2022 , and still no update. *** ******** **** ******* ** * **** ******** ******* *** ***** ****** **** ********** The gloves/batteries didn’t work correctly in the first place and I had to make video after video proving that and then finally was able to get a battery replacement, but had to pay $25 for shipping and I still do not have them. I emailed again 1/8/23 and still no response back to why I can’t get a refund on $25 shipping for a battery replacement I never got nor updates, unless I email repeatedly. I’ve only been offered discounts to the store. *** ***** * **** *** ******* ******* **** **** ******** **** **** ***** **** *** ************ ***. They state I’m not able to be refunded, but yet still no battery replacement. It’s ridiculous to take my money for shipping charges prior to shipping it out, especially given it’s been 10 months now. All I’ve ever wanted is for the product to work properly and years later I’m stuck with ones that don’t and have lost more money trying to get battery replacements that I haven’t gotten.

    Business Response

    Date: 27/01/2023

    The customer notified us of the technical issues for which we offered the solution of sending replacement batteries.The shipping fees are included in certain cases in accordance to our Terms and Conditions which all our customers accept when making a purchase. Our Terms and Conditions clearly state that  we will ship the replacement if only it is available, as well as the fact that if there is a replacement package expected, the customer will be required to cover the replacement unit's shipping fee as well. However, due to high demand and external impediments such as silicon chip shortage, all orders were delayed, replacements included, reason to why their replacement was delayed as well. We managed to overcome the high demand and the issues that came along with it and the shipping is already in process.

    Customer Answer

    Date: 29/01/2023



    I am rejecting this response because: it’s not that I’m fully rejecting their response, but I’ve been told many times that I should have it by X month, and it never comes. They say shipping is in process, but I’ve gotten no shipping notice to track or verify this is true or an estimated eta. ******** ***** * *** ** ** **** ** **** ***** *** ******** ** ******* **. 


    Business Response

    Date: 30/01/2023

    Due to high demand and external impediments all orders were delayed, replacements included. Also under our Terms&Conditions we clearly state that the replacement will only be shipped if available. If a replacement is not available we will give the customer full credit to purchase another item from our store. They also have the option to wait until the product becomes available to get the replacement which is out of stock. We strictly stick to our terms and conditions and this situation is explained more in depth on our website, where all our customers have access.

    Customer Answer

    Date: 31/01/2023

    I am rejecting this response because: it shouldn’t take close to a year plus to not have any inkling of when a customer “might” receive their replacement. I also have no need for a credit to anything else they sell. If I’m not going to receive the replacement I’d like a refund on shipping that never occurred.  * **** ** ********** ** **** ** **** ****** I will continue to wait for a replacement. ***** **** **** ** ** **** ******* ********** ** **** ******


    Business Response

    Date: 09/02/2023

    As mentioned in our email, we'd be happy to provide you with a free replacement, but as you'd understand, as a Canadian Business, shipping to the United States has shipping fees that were never promised to be covered. 

    Please note that we did not even request the regularly required proof and approved your replacement as a courtesy. But then again, as per our exchange policy the shipping fees will be the customer's responsibility as we work with 3rd party shipping companies.


    Customer Answer

    Date: 09/02/2023

    Better Business Bureau:

    I have reviewed the response made by the business and there response of “Please note that we did not even request the regularly required proof and approved your replacement as a courtesy” is incorrect. I provided detailed videos of numerous and complex things I had to do to show that the batteries didn’t work properly. I understand all that you’ve stated. You still can’t even give me an estimation that is correct as to when I might receive this replacement that I paid shipping for. I’ve been given the run around for almost a year now. It’ll be another year I’m guessing til I can use these heated gloves if I ever get the replacement placed last spring. I’m just asking for an honest answer as to when or if I will get this replacement. 


  • Initial Complaint

    Date:03/01/2023

    Type:Delivery 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.
    March 2022 - ordered smart heated gloves & socks online (total cost USD $439.00) for my 14 year old child.

    April 2022 - product had not arrived. Inquired online and requested cancellation and refund. Was informed that due to the busy season, there was a long backlog and offered a partial 30% refund solely to use as a credit for another product. Said order would arrive in April/May.

    Sept 2022 - product still did not arrive. Contacted company again wanting to cancel order and requesting full refund. Was told request would be escalated and I would hear back in 2 days. Was told by Denisa the order could not be canceled because it was already processed and that I would receive the product within 1 week.

    Oct 2022 - product still did not arrive. Again requested a refund and was told the product would be shipped by the end of the week and a refund could not be issued due to the order already being in process.

    Nov 2022 - product still did not arrive. Requested a refund yet again. They asked me to be patient as the order was still in process and would be delivered shortly.

    Dec 2022 - product still has not arrived. Emailed again for a refund *** **** **** *********** and have not heard anything.

    ****** **** * **** ******* ** * ***** *** ** *** ****** **** ** ******** **** ****. I still demand a full refund.

    Business Response

    Date: 19/01/2023

    The customer ordered a pair of S/M Smart Heated Gloves on the 4th of March. At that time we ran out of stock for the S/M size which automatically switched his order to a pre-order. We tried our best to fulfill the order, but due to external circumstances such as silicon chip shortage, we inevitably had to delay the delivery. We notified him in Fall that the S/M size was out of stock and we also offered him store credits. Then we explained our policy regarding pre-orders.

    As stated on our website under the Terms of Conditions section, pre-orders are subject to reasonable delays in manufacturing and/or delivery. The date is an estimate and subject to change, that is why we do not warrant that it will be shipped by the estimated date.

    The customer could also find on our Terms of Conditions useful information such as: ‘You are able to request a cancellation of the pre-order only after the delays extend beyond the 18-month period by contacting Customer Care.’ 

    We gave constant updates on delivery. Also, since we encountered certain inconveniences such as silicon chip shortage which had a noticeable impact on our delivery time, we had to change the delivery date but still being within the 18-month period provided in our pre-order policy.
  • Initial Complaint

    Date:19/12/2022

    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 purchase Heated Gloves from Quanta Vici in December 2021. After only a couple days they no longer worked. I have asked repeatedly for either replacements or a full refund. But after a year have not received either. They have ignored my attempts to resolve the issue.

    Business Response

    Date: 26/12/2022

    The customer opened a ticket shortly after receiving the product pointing out a technical issue to which we immediately responded to. We provided technical assistance in order to identify the root of the problem in accordance with our protocol. Afterwards, we proceeded with offering them a replacement for the defective batteries to which they agreed. The inventory for this SKU was not available at the time, however we added it to the backorder list to be shipped as soon as the new inventory arrives. We shortly notified the customer of an estimated delivery time for their replacement and provided them with updates explaining the multiple reasons for the delay, such as silicon chip shortage and changes in our inventories which slowed down the process. 


    Furthermore, as they were anticipating a replacement, we have a policy that reads as follows under certain circumstances: "If a replacement is not available we will give you full credit to purchase another item from our store." Additionally, they have the choice to hold out on purchasing the out-of-stock replacement until it becomes available.

    Customer Answer

    Date: 26/12/2022

     

    I am rejecting this response because: the time it has taken unacceptable as it has been over a year since we purchased the product and been months since we agreed to the replacement battery.  The only way I will be satisfied is I receive my money back at this point.  ***** ** *** ********* *********


    Business Response

    Date: 27/01/2023

    Due to high demand and external impediments such as silicon chip shortage, all orders were delayed, replacements included. Also under our Terms&Conditions we clearly state that the replacement will only be shipped if available. If a replacement is not available we will give the customer full credit to purchase another item from our store. They also have the option to wait until the product becomes available to get the replacement which is out of stock.

    Customer Answer

    Date: 27/01/2023

     

    I am rejecting this response because: I ordered the gloves on Dec, 3, 2021 for a cost of 249.  Over a year and still no resolution. On June, 2022 I was told that if I ordered replacement batteries that would fix the problem if I paid the shipping.  which i *********** agreed to do.. I ordered replacement batteries for a cost of 24,99 and never receive them either.  Have not received any replacement and have not receive any voucher for purchase of something else. This company has done nothing to try and resolve the issue other than keep prolonging it.


    Business Response

    Date: 03/02/2023

    As per our Terms&Conditions we will send replacements only if available. The customers must read and agree with the terms and conditions when making the purchase, and this aspect is stated on our website. Having faced external impediments, a high number of orders got delayed and replacements were of no exception. Now that we have stock for batteries, we are able to deliver in a timely manner. 
  • Initial Complaint

    Date:02/08/2022

    Type:Delivery Issues
    Status:
    UnresolvedMore 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 ordered special heated gloves from QuantaVici.com. They have been unable to deliver and will not refund my money. They have offered store credits and have tried to get me to spend more money. * **** **** *** ********* *** *** ****** ** *** **** ***** *** *** **** ********

    Business Response

    Date: 01/09/2022

    Thank you for reaching out and informing us about Mr. ********, complaint. We appreciate your willingness to resolve this matter and understand the case from our side.

    I'm contacting you as Head of Customer Service at Quanta Vici, My name is Al A.. I would like to explain the issue that happened with Mr. ****** briefly.

    In regards to Mr. ******** , they have contacted us for their unfulfilled order. to be more clear about our policy, preorders cannot be refunded as the orders go directly to our manufacture and starts processing. We have explained the situation to Mr. ******** and explained the refund policy on pre-orders, yet, they refused to cooperate. It is clearly stated on our website that orders are made as "pre-order" and deliveries will start in Fall.

    At Quanta Vici, we strive to provide excellent customer service and quality products. Our customers are important to us, and we want to do everything we can to meet their expectations.

    I hope our reply has made it clear in the case of the consumer. Please let me know if you'd like me to connect you directly to our CEO ****** ****, we will forward this case to him for review and you can get in touch with him.

    Customer Answer

    Date: 02/09/2022

    The consumer indicated he/she DID NOT accept the response from the business.

    I was promised on several occasions that the product would ship within weeks. This has dragged on too long and it is unacceptable that they are unwilling to refund based on non-delivery of the product. They offered "discounts" on additional orders *** **** ***** ********** ** ***** * **** ** ***** **** **** **** **** ******* ********. The simplest solution is to refund my money and restore faith in the company.

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