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:07/08/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  This product was ordered and delivered in December of 2023. I paid $1,658.49 through ****** Warehouse. The product was delivered and worked as it should until May 2024. In May we noticed the roller ***** would not function in the "Auto Mode." My first call was May 6, 2024. The customer service agent stated I needed to sent along all of my documentation (receipts, order number etc...) with a video of what the massage chair was doing. I sent everything on May 10th. After many calls and emails and a month later Nouhaus finally responded and said they needed another video of the chair. I sent the 2nd video on June 4th. On June 6th I called again and was told they would order a motherboard for the chair which we would have to replace on our own.It is now July 5th, 2 months trying to get my chair fixed, and still no parts. At this time, I would like a new chair sent to me. I have been very patient but I have spent more time and energy trying to contact this company than I should. I paid for a brand new chair that has failed to work properly since May 5th. I only had the chair for 5 months. We are now noticing the roller ***** seem to be slipping when it is working in the regular modes. I am not going through another 2 months of sending videos and emails to have no response again. I have all of the emails dating back to May 6th when this first started and the call log of how many times I have tried to contact this company if needed.

• Initial Complaint

  Date:01/19/2023

  Type:Product 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.

  Order Number - ***** Date Order Placed - 12/6/2022 Date Order Received - 12/10/2022 Nature of Dispute - Issuing a Return I ordered the NOUHAUS Ergo3D **************** Chair in Silver Grey for my mom for Christmas. Product is wrapped and then opened come Christmas to which we find out it unfortunately doesn't work for her. NOUHAUS is contacted on the 31st requesting a return of the chair. I am informed on the 4th that since it is passed the 14 day return policy there is nothing they can do. I reply that given the holidays and time of purchase that if they would make an exception since I had to wait until Christmas. On the 9th they reply that this is not something that they will do but will contact their manager. I follow up several times and finally on the 16th I get a reply that they are following up on the request. Then, on the 17th I finally get a response that says that they could have helped me but since I have had the item for more than 30 days they cannot help me on my return. Had I been in contact with someone who could have responded to me in a timely manner I could have gotten this resolved on the 4th before the 30 day window closed. However, the slow response times from them apparently negated this. I now am getting no response from their support email team and have tried to call them on their phone number support listed on the website but despite calling 4 times this week and two messages am unable to get into contact with anyone. I've attached the original message here. It's crazy to me that I'm even reaching out to the BBB for this matter, but regardless I am hoping that I can simply get a refund for my purchase. Thank you

  Business Response

  Date: 01/24/2023

  *********************** placed order #***** December 5th 2022 during our All Sales Final Black Friday/Cyber Monday Sale where we advertised on our home page and our return policy that this sale is all sales final. He received the item December 10th 2022. He then sent us an email on Saturday December 31st letting us know that he wants to return this chair. Our working hours are Monday-Friday from 10am-6pm PST. excluding federal holidays so we were off Monday the 2nd for new years observance day. We responded to him Tuesday Jan 3rd letting him know our return policy and that we are unable to assist with this return. As he purchased this from our all sales final black friday cyber monday sale. He then responded that he is still interested in a return and let him know about our sale and our return policy. If this was not on sale he has 14 days from receiving the item to return and he was also past that as the 31st of December is the 22nd day of having the item. He was then upset that we didnt change our return policy for the holidays. We apologized for this and reached out to our manager to see if we were able to make an exception. Our manager did not approve this as we are really strict on our sales and our return policy since it is listed in multiple places on our website.. He then got even more upset and started leaving bad reviews on every social media platform because we were not assisting him with the return. He has now had the item for over 45 days and we are not assisting with a return due to our return policy.
  See Attachment/File: *****

  Business Response

  Date: 01/24/2023

  ***Document Attached***
  The sale was extended, here is the extended date of our website banner.
  See Attachment/File: Screen Shot 2023-01-24 at 5.10.01 PM.png

  Customer Answer

  Date: 01/28/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nouhaus states that the order was placed December 5th during a final sales sale but I have an email showing that the order was placed on December 6th, please see attached screenshot. Yes I did receive the the product on December 10th.
  
  Yes, on December 31st after the gift was opened for Christmas we found the chair would not work and a request was put in to return the chair. I was informed that an exception could be made but it would need manager approval. I replied that I would wait for their response. I have attached these emails below.
  
  Where I have an issue with is that I responded on the 9th and I didn't hear back with an answer until the 17th and in it it was suggested that Nouhaus could have helped me but since it's past the 30 days now they can not. However, if Nouhaus had replied to the emails in a timely manner we never would have hit the 30 day window. You can see in the "lack of response" attachment that I did not get a response for 7 days and did not get an answer for another day after that.
  
  I feel that Nouhaus has been rather malicious in this process in order to not assist me with this return.
  See Attachment/File: Order Date

  Business Response

  Date: 01/31/2023

  ***Document Attached***
  The customer placed this order December 5th at 5:28pm per our shopify order screenshot that I have attached. This is showing that this was a part of our All Sales Final Black Friday/ Cyber Monday sale and is void to any returns or exchanged. There is no return window with this order as it was final sale. We let the customer know this right away when he sent us the return message. He did not agree with our policy so we asked our manager for approval this did take a couple days to get an answer. Ultimately this was declined and our customer was not happy about it.
  See Attachment/File: Screen Shot 2023-01-31 at 10.22.54 AM.png

• Initial Complaint

  Date:12/30/2022

  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.

  Ordered the ********* chair from the company on 10/17/2022 for $259.99.
  Chair was delivered on 10/21/2022.
  Within a week, the chair seat started coming apart at the seams.
  Emailed company for options and they told me to submit a warranty claim. Claim submitted and acknowledged on 10/26.
  They were supposed to send a replacement seat. After a month of being strung along.... I asked for a refund on 11/30/2022. They do not respond to requests in a timely manner. After another month of being strung along, they offered a full exchange. I declined the offer because I don't want to deal with them in the future if this happens again. I don't want the chair. I have no confidence in their product or customer service.
  They are declining the return/refund because it's past their 14day refund window.
  I have pointed out that the chair was broken within the 14 day window and it's their fault this has taken so long. I would like to return the chair for a full refund.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 6, 2023/01/12) */
  Customer placed an order on Oct 17th and sent us a message on October 27th. We promptly assisted her letting her know how we can assist. We since then had a lot of weather delays on our shipping container that carried her item from our manufacture overseas. Since this was taking longer than expected we offered our customer a full exchange but she declined and wanted a refund. We let her know that we cannot do that because we have a 14 day return policy and this was past the 14 days and a replacement piece would be covered under our warranty. We will need approval for a refund from management. Her refund was approved and processed Jan 3rd and has since then not spoken to us.
  
  Shipping:
  ************************************************************************************
  
  
  Billing:
  ************************************************************************************
  
  
  Customer Experience Manager
  
  
  Consumer Response /* (2000, 7, 2023/01/11) */
  The company has issued a refund. This case can be closed.

• Initial Complaint

  Date:09/20/2022

  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.

  **************** purchased 2 couches on ******** July 6th for $4999.98. We were told the couches would shop around aug 31 for weeks we've been told there are delays. Finally sept 5th they claimed we had fraud on the account and made us send proof of identification even after already paying for the couches In July. After sending identification to them we did not hear back for a week. I called them left a voicemail and continued to email Until they answered **** would look it over. I then called and the company confirmed it was being shipped the following day and I would get tracking. I still have not received tracking and think This company is unethical and shady. I paid for 2 products and was never sent the merchandise that is fraud. I have now canceled the order and am waiting for a refund.
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/22) */
  Customer placed an order Jul 6, 2022 for 2 Power recliners that were described as a pre-order estimated to ship Aug 31st, 2022. On Aug 24th, we sent her an email letting her know there was a delay on our ocean freight shipment and will update her as soon as this has landed at our warehouse. Sep 8th, 2022 ******** contacted us asking for an update and we replied letting her know about the delay again and that this will be shipped by Sep 29th, 2022 and replied asking if this was final because she is thinking of canceling this order we then responded to her saying this is the our latest update on the shipment. Sep 12th we received a fraud alert on this order due to the shipping to ******** ******* and the billing information given was under a different name and a different address ************************** She then responded to us with a picture of her ************* card and we informed her that that will not be sufficient. She was not happy and claimed we are fraud, then sent us a photo ID of the billing information. We then let the customer know that it is perfect and we will send this out as soon as possible, Customer called the next day and canceled the order. We canceled the order and refunded the customer the same day 9/20/2022.
  
  
  Shipping:
  ******** *******
  ***************************************************************
  
  Billing:
  *************************************************************************************
  
  
  Consumer Response /* (3000, 7, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business requested bank statements which has private account information and drivers license should not be requested for purchasing a couch. Many people purchase items and have different shipping addresses from billing addresses.
  . providing a legitimate two voters id to prove we live In the same house should have been sufficient. The company also failed to mention I reached out many times and called and they took days to email back with updates. When I called on sept20th I was told it would ship next day and I would receive an email. The next day came and then the afternoon and I never received tracking when I called **** said the shipping manager never sent it so she has no idea if it shipped or not. And she would call me back 3 hours later. 3 and 1/2 hours came and went no call from **** so I called back and they said they still didn't hear from the manager and no tracking. So at that point I canceled my order because I do not trust this company. When you look up the address it is a carport on the street. Which is very sketchy. I do not trust this company.thank god I got my money back!