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:11/27/2024

  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 purchased a $500 LED hoop from this company July 24,2024, I’ve returned the hoop back to the company twice within a week of receiving it because it does not work properly. The company gave me the run around consistently on when they would have it returned. They promised me it would arrive November 18th. They shipped priority mail USPS and the mailing company lost the package. It’s now the 26th with no location of the mail. I called the company and asked for a refund because it’s been months since I ordered the product I still don’t have. They informed me it would take them 3-4 weeks before they would agree to process a refund for the hoop. It’s thanksgiving and Christmas time so I’m going to be out of the product and the money until at least the first of the year when I originally purchased the product in July.

  Business Response

  Date: 11/27/2024

  Customer purchased hoop on 7/24/2024 for $389 plus shipping. This was a custom-built item. It was completed and shipped on 8/5/2024. The hoop is under warranty until 8/5/2026. The customer received it on 8/8 and thanked us on 8/12 for getting it to her quickly, but reported some problems after initial use. After attempting troubleshooting, we sent a prepaid return label for the hoop the same day. We received the hoop back and after recharging the batteries the only problems found were related to the customer's attempt at a fix that had corrupted files on the hoop. To be safe, we replaced the controller before sending it back on 9/3. On 10/15 we sent another prepaid return label after the customer reported problems again.

  Further analysis found a problem with the low-battery warning. When the user would run the battery too low, it could provide confusing feedback on battery charging status. This problem was identified and fixed and the hoop was returned via priority mail on 11/15. The package was last scanned at a USPS distribution center on 11/17. On 11/23 the customer initiated a missing mail search, which is ongoing.

  Our official refund policy allows 30 days for full refunds, but when I spoke with the customer by phone on 11/26/2024 I told her that we would honor a refund regardless, as soon as the hoop was returned, the missing mail search completed without results, or the package exceeded the six week period provided in our published shipping policy. The customer will receive a refund of the full $389 purchase price when any of these conditions is met.

  Customer Answer

  Date: 11/29/2024

  
  Complaint: 22607657
  
  I am rejecting this response because: i should not have to wait another 30 days for a refund when I requested a refund multiple times in emails and those requests were repeatedly ignored. I expressed frustration with this process multiple times and everytime I’ve called it’s just felt like the company was annoyed that I’ve been trying to contact them regarding the status of my product. I was told it would ship out the next day, then no response for 2 days so I would have to reach out yet again to figure out the status, then it would need to be a few more days for a part. I was guaranteed arrival Nov 18 as I expressed how important it was to have this hoop by a deadline, however the company paid for the cheapest shipping option and in turn it was lost in the mail. I’ve spent almost half a year back and forth just trying to get the hoop so I could use it and it’s been dead end after dead end. Having to wait yet another 30 days, especially during the holiday is unacceptable. I would like my refund processed immediately as the hoop being lost in the mail is not grounds for me to have to wait even longer to get my money back. 
  
  Regards,
  
  J******* *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/29/2024

  I understand your concerns but right now, as far as the post office is concerned, your package is still in transit. The most likely result is that the hoop will be found and delivered. We're offering a full refund outside of our normal refund window, with no restocking fee, on a custom-built item but we need the hoop returned first or we need it to be confirmed lost so we can file an insurance claim.

  Scott

  Customer Answer

  Date: 12/03/2024

  
  Complaint: 22607657
  
  I am rejecting this response because: Until I receive a full refund of $440.41 I am rejecting this. You also have made no effort to contact USPS apparently because you have not reached out to me and when i talked to my usps office a week ago, they said it never left California. You have made no effort to reach out to me at all since our last phone call, which is frankly to be expected after seeing many reviews about lack of communication. The fact that i placed my original order in July and Its December and I am just out of the money i paid and the product i paid for is ridiculous. 
  
  Regards,
  
  J******* *******