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:07/15/2025

  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 a TV at *******. They wouldnt take it back because I didnt have the box so I called the retail person. I was trying to return it to them. They said they could not take it back. It only has lines through it. They said it was physically damaged somehow and I did not damage it. I turned it on and it headlines through it. So now I am out $238 because nobody wants to return it for some ridiculous reason or not.

  

  Business Response

  Date: 07/21/2025

  Good evening,

  On behalf of Hisense USA, we sincerely regret the customers dissatisfaction and apologize for any inconvenience this matter has caused. We understand how frustrating it can be to experience issues with a product, and we truly empathize with the customers concerns.
  
  After a careful evaluation of the images provided, our technical team has determined that the damage to the unit (located along the top and left side of the television) constitutes physical damage. As outlined in the manufacturers warranty terms presented at the time of purchase, physical damage is not covered under warranty.
  
  We understand that this outcome may be disappointing, and while we must respectfully uphold our warranty policy, please be assured that this decision was made in alignment with our commitment to a fair and transparent claims process.
  
  We truly value our customers and strive to provide the highest level of support possible. If the customer has any additional questions or would like further clarification, they are welcome to contact Hisense Customer Support at ************ and reference their case number H3848558.
  
  With sincere apologies, Hisense USA Customer Support

   

• Initial Complaint

  Date:07/15/2025

  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.

   
  Complaint: 23601821
  
  I am rejecting this response because: I originally asked for the return to be made at ****** but you sent it to a NY store, I had to call back and wasting more of my time and effort to get this changed. I want to be compensated for the money I had to pay for the original installation. Also as expressed numerous times I need a unit physically in hand before I remove this broken one otherwise I would have a giant hole in my wall I also need to pay someone to remove this damaged one and then yet again for the installation of the new unit
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 07/21/2025

  Good evening,

  On behalf of Hisense USA, we sincerely apologize for the inconvenience caused by the delay in resolving this warranty claim. We truly regret any disruption this may have caused and appreciate the customers patience and understanding.
  
  We can confirm that a Return Authorization (**) for the customer's Window AC unit was initially processed for Lowes store #**** on July 17th. However, after notification from ***** that this location was not geographically suitable for the customer, we promptly re-issued the ** to a closer locationLowes store #****as of Sunday, July 20th.
  
  We kindly ask that the customer allow at least 48 hours for Lowes to update their system with the **. After this period, the customer may contact the store directly and provide Return Authorization #H3850020 to proceed with an exchange, refund, or store credit, subject to the stores policies.
  
  For any additional questions or concerns, the customer is welcome to contact ********************** Customer Support at ************, referencing case number H3850020.
  
  Sincerely, Hisense USA Customer Support

  

  Business Response

  Date: 07/23/2025

  Good evening,

  On behalf of Hisense USA, we sincerely apologize for any inconvenience the customer has experienced stemming from this misunderstanding.
  

  Please be advised that once a Return Authorization has been successfully processed and forwarded to the retailer, the resolution is considered complete from Hisenses end. All subsequent arrangements for the exchangeincluding pickup and drop-off of the defective unit and the replacementare managed directly by the store.
  

  When contacting the retailer, we recommend the customer speak with either the RTM Clerk or a Manager. If an RTM Clerk is not available, a representative in the receiving department should be able to assist.

  Regards, Hisense USA Customer Support

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23601821
  
  I am rejecting this response because: I have also asked to speak with multiple managers and have been denied that during this entire process. This company is a straight up joke and would never recommend or buy another product from this woke a** company 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:07/14/2025

  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.

   
  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,
  
  C ******

  

  Business Response

  Date: 07/21/2025

  Good afternoon,

  On behalf of Hisense USA, we would like to extend our sincerest apologies for the delay in our response. We deeply regret the repeated requests and lack of communication experienced by the customer, and we fully acknowledge the frustration this has caused.
  
  Following a thorough review of the case referenced in the complaint, we have confirmed that the updated case number is H3844302. As of July 15th, the customers field destroy has been successfully processed for a replacement. Notification of this update was provided via email on July 16th, and delivery of the replacement unit is currently estimated within 710 business days from that date.
  
  We genuinely appreciate the customers patience and understanding throughout this process. If there are any further concerns or questions, we encourage the customer to contact ********************** Customer Support at ************, referencing case number H3844302 for prompt assistance.
  
  Respectfully, Hisense USA Customer Support

• Initial Complaint

  Date:07/12/2025

  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.

  Date of Transaction July 18, 2024 Amount Paid $418.25 Hisense provided a manufacturers warranty that covers defects in materials and workmanship under normal use. This warranty was supposed to ensure repair or replacement for covered issues that arise during the warranty period.Nature of the Dispute:My Hisense TV developed a display issue during normal use, well within the warranty period. I contacted Hisense support, and they opened a warranty claim on June *******. They emailed me requesting a copy of my receipt and photo evidence, which I submitted immediately.After that, the case sat in a Dispatched status for 12 days with no technician contact, no updates, and no communication. I had to call them myself for an update only to be told that my claim had been denied due to accidental damage. This is inaccurate, as the TV has not been dropped or physically damaged, and the screen issue is clearly a manufacturer defect.Adding to the concern, the decision was made by customer service staff specifically ************************* and ******************* not by a technician or qualified expert. No inspection was ever done. The denial feels unjustified and unprofessional.I also strongly believe Hisense was intentionally delaying the process. I initiated the claim before the warranty expired, but they allowed the case to sit idle for nearly two weeks and only responded when I called then quickly dismissed it as the warranty was nearing expiration.Has the Business Tried to Resolve the Problem?No. Hisense has not offered any resolution, follow-up, or inspection. They denied the claim with no valid explanation and closed the case without further review or escalation.Resolution Sought:I am requesting that Hisense honor the warranty by repairing or replacing my TV. I also believe they should review their internal claims process, particularly their delays and the qualifications of staff making warranty decisions without proper technical evaluations.

  

  Business Response

  Date: 07/14/2025

  The customer initiated a warranty claim on June 30, 2025, and promptly provided the requested documentation, including proof of purchase and photos. Upon review, our team noted physical screen damage that, per our policy, is categorized as accidental damage, which is not covered under the terms of the manufacturers warranty. This assessment was based on the visual evidence provided; no technician dispatch was necessary given the visible indicators in the photos.
  The customer was notified of the claim decision. While we understand the customers dissatisfaction, our records show the claim was reviewed within the warranty period, and the outcome was communicated based on the evidence submitted. Unfortunately, due to the nature of the damage and the product now being outside of the warranty period, we are unable to offer a repair or replacement under warranty.

• Initial Complaint

  Date:07/12/2025

  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.

   
  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,
  
  ****** R ******

  

  Business Response

  Date: 07/21/2025

  Good afternoon,

  On behalf of Hisense USA, we would like to extend our sincerest apologies for the delay in communicating the status of the customers refund. We understand the importance of timely updates and appreciate the customers patience and understanding throughout this process.
  
  We are pleased to confirm that, as of July 17th, the refund has been successfully processed and is scheduled to be delivered via the ******************* to the following address:

  ****** ******
  ****************************************************************************

  If the customer has any further questions or concerns, we encourage them to contact Hisense Customer Support at ************, referencing case number H3718262-A for expedited assistance.
  
  Thank you again for the customers cooperation. ******************** Customer Support

• Initial Complaint

  Date:07/11/2025

  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 am writing to formally file a complaint regarding a product I purchased from Best Buy in November 2024:Hisense - 55 Class QD5 Series QLED 4K ******************* (Model: 55QD5N, SKU: 6594981).Recently, I noticed a bubbling effect on the screen, which appeared to be some type of protective film or coating lifting from the surface. Soon after, the TV screen began to malfunction and is no longer working properly.After doing some research, I found some consumer forums and reports highlighting that this issue has affected other others as well. This appears to be a defect, and not an isolated incident.I chose Hisense based on its mission to provide high-quality, reliable products at a competitive price point. However, my experience has been disappointing and inconsistent with the companys stated commitment to quality and customer satisfaction.

  

  Business Response

  Date: 07/21/2025

  Good afternoon,

  On behalf of Hisense USA, we sincerely apologize for the delay in addressing this complaint. We understand the importance of timely and effective support, and we deeply regret any inconvenience this may have caused.
  
  We are more than willing to assist the customer with their warranty claim. However, after reviewing our warranty system, we were unable to locate any current service interactions associated with the phone number or email address provided in the complaint.
  
  Based on the proof of purchase attached, we can confirm that the unit remains under the manufacturers warranty. To help us move forward and expedite the processing of this claim, we kindly request the following:
  
  1. A full-screen image of the television (showing all four corners) while powered ON and OFF
  2. A clear image of the model and serial number plate located on the back of the unit
  3. Confirmation of the physical address where the unit is currently located
  
  Alternatively, the customer is welcome to contact ********************** Customer Support directly at ************ to provide the requested information and reference their warranty claim.
  
  We greatly appreciate the customers patience and cooperation, and we remain committed to resolving this matter promptly and professionally.
  
  With sincere apologies, Hisense USA Customer Support

• Initial Complaint

  Date:07/11/2025

  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.

   
  Complaint: 23586424
  
  I am rejecting this response because I would like assurances that the manager that was so eager to tell me he handled the BBB complaints was not engaged in this process, as this would be a conflict of interest. Further, since the business does not intend to do the right thing, I will continue to share my experience with others. 
  
  Sincerely,
  
  ***** *******d one would return my call within 24 business hours. By Friday morningwell past that deadlineI still hadnt heard back. After another call, the manager finally responded. He claimed the damage could have occurred during transport, despite the TV working fine for seven months. He also said we should have inspected it more thoroughly before mounting. When I brought up the hundreds of similar complaints filed against Hisense, he downplayed them, stating the company sells millions of TVs. I replied that even a small number of recurring issues signals a larger problem. When I mentioned filing a BBB complaint, he responded condescendingly that he personally handles the BBB complaints, which I found unprofessional. To date, Hisense has provided no resolution. Aside from the first ****** every interaction was dismissive and frustrating. The company has shown poor customer service, a lack of accountability, and no interest in addressing a valid product issue.

  

  Business Response

  Date: 07/22/2025

  Good evening,

  Hisense USA sincerely apologizes for the delay in our response and for any dissatisfaction the customer may have experienced during their interaction with our support team. We regret that the customer did not feel supported with empathy, and we are committed to improving our service to ensure a more positive experience in the future.
  
  Following a thorough review by our technical team, it was determined that the damage to the customer's unit is consistent with physical impact. As outlined in our warranty terms provided at the time of purchase, physical damage is not covered under the manufacturer's warranty. Based on this assessment, we must uphold our final determination regarding the warranty claim.
  
  We understand the customers disappointment and appreciate the opportunity to address their concerns. Hisense USA remains dedicated to a fair and transparent warranty process and values the feedback provided.

  Sincerely, Hisense USA Customer Support

   

  

  Business Response

  Date: 07/23/2025

  Good evening,

  Hisense USA acknowledges the customer's dissatisfaction and sincerely apologizes for any inconvenience this situation may have caused.
  
  As part of our warranty review process, all claims involving screen-related issues are carefully evaluated by a specialized team using submitted images to determine whether the problem qualifies as a technical defect or results from physical damage. Based on their findings, this claim was determined to fall outside warranty coverage.
  
  We understand this may not be the outcome the customer was hoping for; however, the decision is final and no further comments or adjustments will be provided regarding this matter.
  
  Regards, Hisense USA Customer Support

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23586424
  
  I am rejecting this response because their response did not acknowledge that the manager I spoke with was not involved in the handling of the BBB complaint. Was the manager I spoke with (the one that pointed out in a condescending manner that he handled BBB complaints) on the team that reviewed this matter? Additionally, I am not going to be satisfied with their lack of follow through on the warranty since, as I explained multiple times, that there had to be an internal malfunction with the TV. I simply wanted the company to do the right thing, which apparently they refuse to do. 
  

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