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:04/01/2024

  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 purchased an air mattress on 3/26. I used it 3 times. On the 29th, I was away from home until the 31st. Lo and behold, when I return, I see the brand new air mattress, it's half deflated. I went to their web site and tried to file a complaint, only to find out after typing for 15 minutes, that the submit button is not active (that's one way to limit complaints) and of course, when you call the customer service line you are treated to the only phone line in the 21st century that has no voicemail option (again, another great way to limit complaints). After looking at all of the current complaints I understand that I have been ripped off by a professional and the best I can do is spread the word to avoid this garbage company's cheap, crappy products.

  

  Business Response

  Date: 04/04/2024

  We apologize for the inconvenience you've experienced with our product. Regrettably, Intex does not process refunds directly; instead, refunds must be facilitated through the retailer following their policy. However, we are committed to assisting you with a warranty claim. Please reach out to us via chat on intexcorp.com (Monday - Friday, 9:00 am to 4:00 pm PST) or call us at ************ (Monday - Friday, 8:30 am to 5:00 pm PST).  We value your feedback and look forward to assisting you further.
  
  
  
  
  

• Initial Complaint

  Date:03/21/2024

  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 this product January 11 and it has a leak.The product is defective.

  Customer Answer

  Date: 03/21/2024

  64123ED 

  

  Business Response

  Date: 04/03/2024

  Thank you for reaching out to us regarding your recent purchase. We regret to hear about the leak in your product. As per our policy, refunds must be processed by the seller. However, we're here to assist you with a replacement. Your claim number ****** was initiated on 3-19-2024, and we're committed to resolving this issue promptly. Please note that the limited warranty for item *****ed is valid for 180 days from the date of delivery. We kindly request you to complete the claim process no later than 7-10-2024.For further assistance, please don't hesitate to contact us via chat at intexcorp.com or at ************.

• Initial Complaint

  Date:03/21/2024

  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 bought an air mattress from this company that within a few months of using it it deflated slowly and I would sink during the night and refill it 2 or 3x. I tried a patch but could never find the hole. It has a warranty I did everything they require but they deny it every time. They want an itemized invoice which I sent them the invoice from the store I bought it online and only have one type of invoice. This is completely fraud. The are unwilling to honor the warranty and make it impossible to work on their website on it. I did my part I want them to replace the bed.

  

  Business Response

  Date: 03/26/2024

  We sincerely apologize for the inconvenience you have experienced with your air mattress and the difficulties you've encountered in getting your warranty claim approved. Your feedback is essential to us, and we truly appreciate your patience as we work to resolve this matter promptly.
  Upon receiving the detailed information you submitted regarding your purchase, we have processed your warranty claim (Claim ******) under Order *********. We're pleased to inform you that a replacement air mattress has been shipped via ***** on 3-25-2024 and is scheduled to be delivered by the end of the day on 3-28-2024. Should you have any further questions or concerns regarding your replacement mattress or any other matter, please don't hesitate to contact us at ************. Thank you for bringing this matter to our attention, and once again, we apologize for any inconvenience caused.

• Initial Complaint

  Date:03/13/2024

  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.

  On 12/01/2023 I purchased two ITEX air mattresses from Target. They were picked up from the store on 12/02/2023. The mattresses were not used until a few days ago and both were damaged. One mattress would not stay inflated; and the second mattress slowly deflated throughout the night. Target would not take the product back, even though it was still within the eligible time frame to return, only because the store told me the company wanted to deal with their product issues. When I called the INTEX, I was told the warranty was 90 days and they would not replace or refund the mattresses.I had not used the mattresses and was unaware they were purchased damaged. I did not need the warranty because the mattress was purchased damaged and within the return period of the store where i purchased it. I would like to either return the damaged product for a refund, or receive a credit. Warranty is typically for a product that has been used, but might need to be fixed or replaced during a set time period. The item was damaged when I bought it.

  

  Business Response

  Date: 03/19/2024

  We apologize for the inconvenience you've experienced with the INTEX air mattresses purchased from Target. Our model 66171T is covered by a 90-day limited warranty against manufacturer defects. Unfortunately, refunds must be processed through the retailer in accordance with their return policy.  If you require further assistance within the warranty period, please don't hesitate to contact us at ************.

• Initial Complaint

  Date:03/01/2024

  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 called about an issue with my intex hot tub. The rep said my part was under warranty and will send new parts. After waiting a week for the part the part received was not correct. I tried calling customer service and was told to send a pic of the new part and call back. When I called back the new rep was so rude to me and kept yelling at me instead of hearing my issue and try to fix it. When i asked to speak with a manager he said no call back and get a new rep and hung up on me. I called back and the same rep picked up my call, when he noticed it was me when i started explaining the issue he hung up on me again. I called back again and got a lady ***** who was somewhat help and tried to be a bit rude and told me i had to pay for the new part. I asked her to get me to a manager and she said she had to put in a call in request. I have never been treated so rudely when calling in for a issue of a product.

  

  Business Response

  Date: 03/04/2024

  We sincerely apologize for the experience you had with our customer service team. As noted on the claim, it's essential not to dispose of any parts until the replacement arrives, as the consumer is responsible for any parts disposed of prior to receipt of replacement parts. Our limited warranty only replaces the defective component. Regarding the communication issue, please note that as an inbound call center, agents cannot transfer calls. We do have a call back system in place, with responses typically within 1-2 business days. We deeply regret any inconvenience caused and assure you that we're taking steps to address the behavior you encountered. Your feedback is invaluable, and we'll use it to improve our service standards.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21370835
  
  I am rejecting this response because:
  This does not solve my issues. I am stuck with a Intex product purchased only 8 months ago thats does not work. As the consumer calling into customer service I explained my issues throughly and it is up to the customer service department to assess my issues and fix it, not send me the wrong part. I do not work for Intex and do not know the difference in parts. I put my trust into Intex. I disregarded the piece after thinking I was sent the correct item. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/19/2024

  We apologize for any confusion or inconvenience you've experienced. Our records indicate that a member of our management team responded to your call back request and initiated claim #******. Additionally, we shipped a replacement part under warranty order *********, which was delivered via ***** on 3-14-2024 (tracking # ************). We're glad to hear that you were able to recover the parts you had previously disposed of. If you require further assistance or have any other concerns, please don't hesitate to contact us at ************.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21370835
  
  I am rejecting this response because: the hot tub is still having the same issue and not working. The replacement part is not fixing the issue. The hot tub is defective and I purchased it from an online store which cant be returned. The unit is only 7 months old and does not work. I paid in full 650$ and spent hundreds of dollars on chemicals. The entire unit needs to be replaced, have someone come to my home and fix it or give me a full refund. I have spent many hours on the phone explaining my issues, many hours taking the hot tub apart and putting it back together and hundreds of dollars on my water bill for it to still be inoperable. As the customer to spend so much time and money and for the merchandise to breakdown within 6-7 months is ridiculous. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/20/2024

  We understand your frustration and disappointment regarding the ongoing issues with your hot tub. We sincerely apologize for any inconvenience this has caused you.
  
  Regrettably, as the manufacturer, we do not process refunds directly, and customers are advised to contact the seller from whom the product was purchased, as they will act in accordance with their return policy.
  
  Additionally, we do not offer in-home repair services or process full product replacements. However, under our limited manufacturer warranty, we are committed to replacing defective components and providing necessary parts to resolve any issues with the product. We recommend contacting our service center at ************ for further assistance and product support.
  
  Please know that we are here to support you through this process and will do our best to assist you within the confines of our policies and warranty terms.
  
  If you have any further questions or concerns, please do not hesitate to reach out to us at ************.

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21370835
  
  I am rejecting this response because: the merchant is an online store. To rectify the situation, a replacement base with power screen, replacement blow up tub, and replacement hoses should be sent to me so that I can put all new replacements parts together to see if the error to happens.. please have a manager reach out to me directly to rectify the issue.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/21/2024

  We sincerely apologize for the inconvenience you've experienced with your online store purchase. While we understand your frustration, our policy permits us to replace defective components rather than entire units. We've already replaced the control base and panel, which are significant components of the spa. For further assistance, please contact our service center at ************. Our dedicated service agents will provide technical support and assist with filing any additional claims according to our policy. We appreciate your understanding and patience as we work to resolve this issue promptly.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21370835
  
  I am rejecting this response because: I have asked to speak with a supervisor. This is extremely frustrating and time consuming. I have paid hundreds of dollars for a system that doesnt work and no its my burden to call and fix, unreal. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/03/2024

  We apologize for the frustration and inconvenience you've experienced, however we recommend contacting our service center via chat at intexcorp.com or at ************. Our dedicated team will assist in diagnosing any remaining issues and determining if any further components need replacement. We've already replaced significant components of the spa, and we're committed to ensuring it functions properly for you. We appreciate your patience and understanding as we work to resolve this matter to your satisfaction.
  
  

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21370835
  
  I am rejecting this response because:
  I have reached out to your team and was hung up on twice. The hot tub is useless and a big waste of $700. As the consumer I am out my time and money and still need to take more time to make a call and still not get a resolution 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/07/2024

  Apologies for any inconvenience, but for additional assistance, please reach out to our service center at ************ or through our website chat at intexcorp.com. Kindly note, we don't handle full product replacements directly. Our service agents will guide you through troubleshooting and help identify any components that *** require replacement.

• Initial Complaint

  Date:02/23/2024

  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 put in for the warranty of my airbed and they took a while , said my bed was on back order. Later I was told they would send me a substitute better than my bed, I said I would try out as long as it was better than mine. I received the bed and it was ridiculous and horrible , no where near as comfortable as my bed . Didnt even hold air completely, on there it says the air expands so you have refill it over the 1st night, 2nd night comes around it was going down . Myself and my baby were on a wobbly surface to the ground . Not only was the replacement substitute TERRIBLE but DEFECTIVE and all I can get is a dumb answer about how its nothing they can do because I accepted replacement and it was delivered . Asked to speak to a manager and ** told there is no one , Ill receive a call back which I never do. They are a ridiculous company , the customer service rep ******* even apologized and said if he was the company manager , or owner , he would send me another bed or compensate me for my bed. This is the worst company and the worst products , I definitely wont ever spend my money there again. Spent nearly $200 for a bed that went down the drain .

  

  Business Response

  Date: 03/12/2024

  We understand your frustration and apologize for any inconvenience caused. On 1-29-2024, we reached out to offer a substitution item, replacements are of equal or greater retail value. We thoroughly explained the differences between the original model and the offered one. Since you agreed to the substitution, we cannot exchange the item. Unfortunately, Intex does not process refunds, so we advise contacting the seller for assistance. For further issues or concerns, please reach out to us at ************. We appreciate your understanding.
  
  
  

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21300792
  
  I am rejecting this response because:
  Ive already called that number and they have nothing because they said I have to reach out to intex . Furthermore their employee should have never told me that I could try it out , and tried to ********* by telling me how much better it was when really it was like lying on a piece of trash compared to the bed I got and was defective so my babies had to sleep on the floor. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/15/2024

  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.

  Please see attached complaint

  

  Business Response

  Date: 02/26/2024

  We apologize for the inconvenience you're experiencing with your Intex product. In order to assist you effectively and provide a resolution, we kindly request that you resubmit the attachments or provide us with the necessary case details. Once we have the required information, we'll prioritize your case and work towards a satisfactory resolution. Thank you for your cooperation, and we look forward to resolving this matter for you promptly. If you have any further questions or concerns, please don't hesitate to reach out to us.

• Initial Complaint

  Date:02/09/2024

  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 bought a queen size air mattress with built in pump. It lasted a week and started leaking air. I called Intex. They said fill out the claim form I said I don't know where it's leaking from we can't see any holes or feel air from anywhere. The guy said it's probably from the air pump area. Just follow the claim form. Send us pictures of the receipt with the claim number on it. The box label and the area it's leaking and we will get you out a new bed. So I did all that. A week later I got a denial email saying I did not send in the proper photos. So I called. THATS when a lady...well 3 ladies told me to cut the plastic where the INTEX label is and send it in to us. They said FOLLOW THE INSTRUCTIONS IN BLUE ON THE CLAIM FORM. It says to *********** in. Soooo I did all that. Using my own money to pay. I've waited 2 weeks. NOW I'm being told I was not suppose to send ANYTHING in I was just supposed to send in pictures. That's NOT what the instructions in blue letters told me to do. Everything time I bring this up they ignore me. So when I ask for a manager they say ooohhh someone will call you in 24 to 48hours. Yet they NEVER do. I was robbed.i followed instructions twice and got told noo you did it wrong. So it's a stall tactic.

  

  Business Response

  Date: 02/12/2024

  We apologize for the inconvenience and confusion you've experienced with your warranty claim. To process your claim for a replacement airbed, we require specific documentation as outlined in our claim instructions. This includes uploading images of the cutouts from your defective airbed, as well as providing a copy of your store receipt or order confirmation.
  If you've already mailed the cutouts, please contact our service center at ************ with your tracking number so we can ensure the process is expedited. Our customer service team strives to assist you promptly, and while they cannot transfer calls, they are committed to escalating your request to speak with a member of our management team.
  Your satisfaction is important to us, and we genuinely want to provide you with a replacement airbed. We appreciate your patience and understanding as we work to resolve this matter in accordance with our claim requirements. If you need further assistance or clarification, please don't hesitate to contact us.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21273209
  
  I am rejecting this response because: their instructions were to *************** to them. I did that. Then they CHANGED their minds and said nooooo we just wanted PICTURES emailed to us. 

  When I TRIED to explain the WRITTEN instructions said different I was HUNG UP ON. And if something isn't done I'll just write a review so everyone can see!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/04/2024

  We apologize for any confusion or inconvenience you experienced. Upon receipt of the required documentation, claim ****** initiated on 1-26-2024 was approved and shipped under warranty order ********* on 2-23-2024, via ***** tracking ************, and delivered on 2-24-2024. We regret any frustration caused by miscommunication regarding the submission process. Your satisfaction is important to us, and we appreciate your patience and understanding.

• Initial Complaint

  Date:01/30/2024

  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.

  We bought an Intex inflatable spa pool on December 21, **** to replace one we had that would no longer hold air. The new one arrived in two days, but after we set it up we discovered that this one also had a bad air leak and was unusable. We contacted Intex in ********** and they said they would send us another replacement once they received pictures that we had cut up the one they sent. We cut up the tub as directed but when the new tub did not arrive my wife contacted the shipping company and found out the delivery address was some 450 miles away to a home that we had sold years ago. Intex would accept no responsibility for this error, so now we are out over $200 and we cant even get an Intex Supervisor to call us back.

  

  Business Response

  Date: 02/02/2024

  We apologize for the inconvenience you've experienced. Upon investigation, we found that your original warranty order was shipped back to our warehouse, allowing us to initiate Claim ****** to ****** the spa tub. Warranty order ********* was shipped on 1-31-2024, and per ***** tracking number ************, it was delivered on 2-1-2024. We understand your frustration and appreciate your patience. If you encounter any further issues, please don't hesitate to contact us at ************.
  
  

  Customer Answer

  Date: 02/13/2024

   
  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:01/12/2024

  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.

  12-13-23 ordered replacement bladder for Pure Spa ordered through ******* as the one that came with the spa was defective. After 30 mins canceled the order as we found the hot tub base was defective and the entire spa needed to be returned. Received confirmation of my email cancelation, then received a shipping notice. Reached out to Intex again, told could not stop shipment to refuse. ***** delivered when I was not home so was unable to refuse the shipment. This item should never have been shipped, and the company refuses to provide a shipping label. Was hung up on 2x's by the same customer service person, *******. Was told supervisor would not approve a shipping label but kept insisting someone would call me back. Per a lot of feedback read on line, Intex has a terrible problem with supervisors never returning calls and leaving customers hanging, which is why I called back a second time, and got the same person, who again hung up on me. I called back for a 3rd time in a last ditch effort to resolve the problem. Talked to another **** ******* who advised there is nothing he can do but to call back if no one has returned the call within 2 days. Intex needs to provide a return shipping label for an order that should never have shipped and provide me with a full refund. Their lack of customer service is unacceptable, and they do not provide any of the front line persons with the ability to help customers, nor supposedly can they transfer a call to someone above them. How is that any kind of customer service? I am left with no choice but to wait 2 business days and then call them back once again. Terrible, and all over a defective spa unit that had to be returned on top of this replacement part order that should never have shipped. Poor non existent customer service from a huge company that should be doing so much better.

  

  Business Response

  Date: 01/16/2024

  We sincerely apologize for the inconvenience you've experienced with your order and the challenges in canceling it. We understand the frustration this has caused. Unfortunately, once an order is shipped, we are unable to cancel it. We recommend contacting our support team at ************ for further assistance. Please be advised that return shipping labels are not provided, we appreciate your understanding.