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:08/14/2024

  Type:Service or Repair 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.

  Purchased a shower system that when installed had a leak coming from the hose between the hand held and wall fitting. When I called their service department they wanted a video which seems to me a bit much as if I was lying. Not asking for a complete exchange just the hose.

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair 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.

  I bought a shower body from this company and it came with a defective cartridge not only did i send supporting information and video I also paid a plumber to assess that it was in fact the cartridge that was in fact defective.I have sent repeated emails and calls which was 1 excuse after another it has been 3 weeks with no resolve also they do not sell replacement parts so you are forced to go through the absolutely absurd and ridiculous customer service incompetence then 2 days ago they sent me an email with a tracking information and when I looked it up it was only a label was created apparently it takes more than 2 days to figure out where *** is.This company if you want to call them that does not care about customers or service I have been unable to use my shower for 3 weeks due to their incompetence and now I am forced to buy another shower body and forced to pay to have it removed and a new one installed depending on the total I may pursue this in small claims court.

• Initial Complaint

  Date:12/12/2023

  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 adjustable queen *** with remote control online from ****** in ********** **, But ****** acknowledge that I ordered an adjustable queen ***, but said it was Mondawe's fault, and Mondawe is saying that this is what I ordered, which is not true. This is my order number 790580866,they refuse to pick it up or exchange it. All I want them to do now is pick it up and return my money to my card or a ****** gift card, I ordered the *** for my son who's been in the hospital from September until today and he need his *** to be elevated. I don't want a replacement at this point, I asked for a replacement, and they wouldn't do it.

  Business Response

  Date: 12/13/2023

  Hi Ettaree, 

  I do sincerely apologize for the inconvenience this has caused. I have been in contact with you and Lowes today to get this resolved! The Lowes rep did confirm that they would be calling you to set up a pickup date and a time frame with you. Again, I apologize, and I hope I was able to bring you some peace of mind. If you need anything in the future, please feel free to reach out! 

  ******** A
  Customer Success Team
  **********************
  *******************************************
  www.Mondawe.com  ************

   

• Initial Complaint

  Date:08/29/2023

  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.

  Purchased date: 04/08/2023 Paid $320.99 Mondawe provided a resolution that didn't work, after that they did not provided a replacements parts on the defective one.Mondawe should provide a warranty parts as per their website that they warranties their product to be free from defects in material or workmanship for a period of One (1) year following the date of purchase.They stop replying to the emails.Home Depot, Order # H6328-305093

  Business Response

  Date: 08/31/2023

  Dear Team,
  Thank you for reaching out.
  
  We are sorry for the inconvenience.
  When the customer contacts us to request to replace shower seat ,we have sent the customer three replacement shower seats (tracking numbers: 1Z8F389V0328638288 & 781938181096 & 782245174185).
  The customer has received three replacement shower seats. In the meantime, we are still in contact with the customer regarding his problem, attached is the voucher.
  We consider this complaint to be unreasonable. Please assist us to withdraw this complaint.
  
  Looking forward to your reply.
  Thank you.
  Have a nice day.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20540759
  
  I am rejecting this response because:
  The warranty claims that were filed to them are for the ****** systems Thermostatic valve that is not dispensing a hot water, and does not about the shower seats handled that they sent as a replacement for the damaged/defective parts that the original order came with it. Another issue is the shower system was leaking water a video was send to them as an evidence. Another issue are the wheel or control covers that came with the order has scratches, a pictures of it was send to them through email as an evidence. Those emails are being ignored and they didnt address those important issues.

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

  Customer Answer

  Date: 09/01/2023

  Hi,

  They didn't reply again, the water leak, the hot and control issues were all serious, one of our shower can't be used properly because of the water temperature, while the water leak issue could lead to high water bill.

  Attached are all the emails send them, which they did not reply with resolution or warranty support in any of those.

  Regards,

  *****

  Customer Answer

  Date: 09/01/2023

  I reported the issues to ********** as well, according to them they sent an email and tried calling the manufacturer but they did not get any reply as well.

  Customer Answer

  Date: 09/05/2023

  Hi,

  Please help to follow up with Mondawe, as it seems like they were not taking the issues seriously, and they were really slow with their response. With all the issues reported: water leaks, hot and cold control not working properly my water bill and electricity bill might go up tremendously, additional  to that the Home Deport warranty period on one of the orders will end on the first week of September. I really appreciate if you can help us resolving the issues so that we can move forward with our normal life, everyday we are so worried and stressed due to the issues, and with the expenses that might be coming our way to replace the entire shower systems.

  Regards,
  

   

  *****

  Business Response

  Date: 09/13/2023

  Dear Team,
  
  We apologize for the inconvenience caused. The customer's order has experienced various issues. We have been actively communicating with our technical department to address these problems. We are committed to resolving the customer's concerns and are diligently working towards finding a comprehensive solution.
  In order to meet the customer's requirements, we compiled a comprehensive list of parts.The accessories requested by the customer are crucial components of the product as they directly impact its proper functionality. As a result, we require some time to tailor and match the specific accessories to meet our customers' requirements.
  
  All the customized replacement parts are being expedited, and we have maintained constant communication with the customer regarding their issue. However, the customer are crucial components of the product our production department requires additional time for confirmation. Rest assured, we are actively working with the customer to resolve the issue.
  
  Please find attached the list of customizations requested by the customer, along with a record of our communication.
  Anyways, we have been working hard to follow up and resolve the customer's issue. We believe the complaint is unfounded and would appreciate your assistance in withdrawing the complaint.
  
  Thank you and have a great day.

• Initial Complaint

  Date:11/15/2022

  Type:Product 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.

  I purchased a solar market umbrella from ****** in March 2022. In October 1 of the light strip stopped working. I reached out to ****** who told me they offer a 90 day warranty. I would have to contact Mondawe for a replacement or refund. On October 10th I was emailed a case #m-1258. I received a text message after that stating they would send a replacement after I gave them a 5 star review. I declined & stated I wanted the replacement. A few days later they sent me a different umbrella. Less quality fabric with a smaller thinner pole. I sent an email stating that & a reply was sent from **** on October 20th stating I could request a full refund. I have sent numerous emails with no reply back from **** or anyone. I left a voicemail on October 31st & received a call from **** on Nov 1st. He sent the information over the computer & told me it will take ***** hours to get a call or email. As of today Nov 7th I have heard nothing. I called ********* said it is showing no one has reached out. He is sending another message stating an urgent matter & letting them know I will be contacting the BBB. **** can be reached at ************. The cost was $204.34.