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:07/11/2025

  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.

   Also, upon receiving my refund (which Im told will take 2 - 4 business weeks), when will a repair to come to collect the television? 
  
  Sincerely,
  
  ***** **********

  l the customer support line, the automated assistant even discusses the issue, and tries to talk you through the steps to try and resolve it which I have recorded.Its been over a month I was told that I would be refunded and a repair tech would come to collect the TV, but as of last week the company is now saying that they can look into giving me an exchange for the same television, which would have the same issues. They even had me scratch off the serial number to claim the product as damaged. This is EXTREMELY frustrating, and I would like to get my money back and be done with this company.

  

  Business Response

  Date: 07/21/2025

  Good afternoon,

  On behalf of Hisense USA, we sincerely apologize for any frustration or inconvenience caused by the delay in communication regarding the customers refund. We understand how important timely updates are and appreciate the customer's patience throughout this process.
  
  Following a thorough review of our service records, we can confirm that the refund was successfully processed on July 9th. We respectfully ask the customer to allow 24 business weeks for final processing and delivery via the ********************
  
  If the customer has any additional questions or concerns, they are welcome to contact Hisense Customer Support at ************, referencing case number H3776969 for prompt assistance.
  
  With sincere apologies, Hisense USA Customer Support

• Initial Complaint

  Date:07/10/2025

  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 this 65 inch 4K UHD LED smart ********* in July *************** about $688.32. I called in to register the TV because the website multiple crashes on receipt uploads. It took me three weeks to get someone to assist with registration. Problems began soon after purchasing this tv the volume was distorted first I had to call multiple times to find a fix. At two years the **** are now falling. It is rated for ******* hours is about 7-10 years here it is two years have passed and "bam"! Problems, sounds like false advertisement to me. My resolution is a newer updated version of the model of the TV I currently own. I am asking for a full refund, a life time warranty extension, and unlimited no cost to me fixes should this LED problem be reoccurring. I think it is more about the LED strips used across multiple Smart TVs. Modern TV life span is really only two years, or about the the length of the extended warranty.

  

  Business Response

  Date: 07/21/2025

  Good afternoon,

  On behalf of Hisense USA, we sincerely apologize for the delay in responding to this complaint and appreciate the opportunity to provide clarification.
  
  Upon review of our records, we confirm that the customer has previously been advised via phone that their unita 65A6H modelis no longer covered under the manufacturers warranty. This model includes a one-year warranty, which has since expired, along with any extended courtesy coverage we provide.
  
  If the customer obtained an extended protection plan through their retailer, we respectfully recommend contacting the retailer directly for further assistance under that plan.
  
  Thank you, Hisense USA Customer Support

• Initial Complaint

  Date:07/08/2025

  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.

  Purchased Hisense Fridge on 3/26/2025, I bought an extended warranty through the store, however I have to go through Hisense before I can use that warranty. We didn't realize the fridge was not cooling to a safe temperature until we had food going bad quicker than in the past. I called the helpline which was automated, and took me 5 mins just to get to a live person as they make you go through troubleshooting steps first. They finally emailed me back on June 9th stating they do not have a technician at this time but would call when they did, however when I called back, all of the sudden there was a technician going to call me. The technician came out with two parts, replaced them and said I should be all set. There was NO CHANGE in temperature and it was not repaired. I had to call AGAIN and specifically told the person that was scheduling the technician to make sure he knew what parts had already been replaced so we didn't waste more time. The technician came out and DID NOT know what parts had been replaced, the part he needed WAS NOT ordered and now I still have to wait for ANOTHER technician to come out after they order the part.This is a new fridge that I bought in MARCH that has not worked, as a consumer I should be able to get my money back instead of going through this warranty disaster that is such a time ****.

  

  Business Response

  Date: 07/21/2025

  Good afternoon,

  On behalf of Hisense USA, we would like to express our sincere regret for the difficulties the customer has experienced with their new refrigerator, as well as the challenges encountered during the warranty process. We understand how frustrating and inconvenient this situation must have been, and we appreciate the customers patience and persistence throughout.
  
  We would like to confirm that this matter has been escalated to our management team, and a return authorization has been approved for the unit to be returned to the original retailer. As of Friday, July 18th, the customer was notified of this approval and should be able to proceed with the next steps by contacting Lowes store #**** directly for further assistance in completing the return.
  
  If any additional questions or concerns arise, we encourage the customer to reach out to ********************** Customer Support at ************, referencing case number H3806250 for prompt support.
  
  With sincere apologies, Hisense USA Customer Support

• Initial Complaint

  Date:07/08/2025

  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 bought their AC from the Lowes in *****, ** on 7/24/2024 and used it until about mid September 2024 with no incident and stopped until about early June this year.Around late June, I noticed cooling was not sufficient and the unit iced up a lot. Cooling degraded by the day and I decided to file a warranty claim.And they tell me I have to wait 7-10 days after my claim is processed before they can reimburse me. The wait time is unacceptable while I'm sweating during a heat wave without an AC. And they don't even give me the option of getting a refund or credit instead of a replacement. I need a new AC RIGHT NOW to cool down and the wait time to get a new one is unacceptable. If they guaranteed that I'd be getting a refund instead of a replacement, that would be alright since I can just go out a purchase a new AC to replace that one and finally get the relief I need from the heat wave.

  

  Business Response

  Date: 07/21/2025

  Good afternoon,

  On behalf of Hisense USA, we would like to extend our sincere apologies for the delay in responding to this complaint. We deeply regret any inconvenience this may have caused and appreciate the customers patience and understanding.
  
  After reviewing the case information provided, we can confirm that a field destroy has been processed for a replacement unit under the updated case number H3829877. The customer was notified via email on July 15th that the replacement would be shipped via *****, with delivery expected within 35 business days from the date of dispatch from our warehouse.
  
  If the replacement has already been received, we will consider this matter resolved. If not, we kindly ask the customer to contact ********************** Customer Support at ************ for tracking updates and further assistance.
  
  Sincerely, Hisense USA Customer Support

• Initial Complaint

  Date:07/08/2025

  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: 23568509
  
  I am rejecting this response because: the packaging clearly says drain-free operation it's not conditional it's a whole sentence. This is deceptive and false. You are selling this in *******. Your return refund slip has a dual option. I do not believe that a replacement device is going to perform any differently as this is not designed for *******. You don't have an asterisk on the packaging I made my purchasing decision based on this statement alone. A refund of $350 is appropriate and necessary.
  Sincerely,
  
  *. ******

  

  Business Response

  Date: 07/14/2025

  The AP0625CR1W model is marketed as offering "mostly drain-free" operation under normal humidity conditions, as defined by industry standards. The unit is engineered to internally evaporate most condensation during cooling cycles, and in many regions across the ***** this results in little to no manual draining required.
  However, in areas with high humidity, such as DeLand, ** (ZIP 32724)where average relative humidity ranges from 74% to 78% throughout the yearexcess moisture in the air can exceed the systems self-evaporation capacity. In these cases, occasional or routine draining may be necessary, especially during extended use. This is explained in the products user manual and aligns with the performance limitations of portable AC units in subtropical climates.
  We understand the customers frustration regarding installation difficulty and mobility limitations. When contacted, Hisense Support reviewed the situation and, in good faith, offered a replacement unit under warranty. While our policies do not allow for direct refunds on retail purchases, especially after the store's return window has closed, we took steps to ensure the customer was not left without a functional solution.
  Retailer return timelines, including Lowes, are determined by the stores own policies. Hisense does not have the authority to override these conditions but remains committed to supporting our products within the warranty scope.
  We sympathize with the customers situation and acknowledge that climate and physical access limitations can create a challenging setup.

  

  Business Response

  Date: 07/21/2025

  Good afternoon,

  On behalf of Hisense USA, we sincerely apologize for the delay in responding to this complaint. We understand the importance of timely communication and truly regret any inconvenience this delay may have caused.
  
  We appreciate the customers continued patience and can confirm that their request has been reviewed at the management level. In light of this, a refund has been approved in place of an exchange.
  
  To ensure accuracy in processing, we kindly ask the customer to allow 2448 business hours for the system to reflect this update. Once completed, they will receive notification with further instructions on how to proceed.
  
  Should the customer have any additional questions or concerns, they are encouraged to contact Hisense Customer Support directly at ************, referencing field destroy case number H3827906.
  
  With sincere apologies, Hisense Customer Support

• Initial Complaint

  Date:07/07/2025

  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 Hisense TV from ********** and it was supposed to come with a $100 ****** Play Gift Card. There was no information about how the $100 was going to be delivered on the product page so I assumed it would eventually be delivered. I contacted ****** after the return period to check on the status and they said that Hisense was supposed to provide me a link (either through email or paper inside product). There was no email communication from Hisense and the TV box itself didn't come with any instructions. The ****** representative was able to help find the link but I am now unable to redeem the promotion since it is over 90 days. This is deceptive behavior to advertiser a $100 gift card but provide no information on how to redeem it. Please give me the $100 Gift Card as promised.

  

  Business Response

  Date: 07/16/2025

  Hisense USA has completed the gift card issuance to the customer. We apologize for the delay and appreciate their patience.

• Initial Complaint

  Date:07/06/2025

  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,
  
  ******* **********

  

  Business Response

  Date: 07/21/2025

  Good afternoon,

  On behalf of Hisense USA, we extend our sincerest apologies for the delay in addressing the customer's initial complaint. We deeply regret any frustration or inconvenience this delay may have caused, and we truly appreciate the customers continued patience during this time.
  
  We would like to confirm that, as of Monday, July 21st, the images submitted by the customer have been successfully received. The television has been approved and processed for a field destroy refund. Notification regarding this update was sent to the customer via email on July 19th, advising that the refund check would be delivered via the ******************* within 24 business weeks.
  
  We understand how important prompt resolution is, and we are committed to providing better communication and support moving forward. Should the customer have any further questions or concerns, we welcome them to contact Hisense Customer Support directly at ************, referencing case number H3840811 for assistance.
  
  With sincere apologies, Hisense Customer Support

• Initial Complaint

  Date:07/03/2025

  Type:Customer Service 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.

  Though the resolution ended up being satisfactory in that they repaired a device that they were obligated to repair based on their warranty; the process to get there was the worst I've ever had to deal with in any company. Communication was lac luster; employee knowledge was minimal at best.

  When a business makes you feel like they are doing you a favor by doing what they are obligated to do; it's quite unfortunate and disappointing.

  I am extremely disappointed with my experience with Hisense.

   

  
  Sincerely,
  
  ******

  and ask to speak to a supervisor Service *** 2 - I am not going to let you speak to a supervisor unless you provide a case number. We can stay on this line all day but you won't speak to a sup.He then puts me on an extended hold then hangs up I then get a call from a lady who doesn't identify herself. She says is your issue resolved? I say no. She says oh. Your item was shipped back to you today July 2nd I ask her for a tracking number she says there isn't ******, I bought a 2500 projector from Hisense and I have to indulge in horrendous customer service and total ignorance.Where is my projector Hisense??

  

  Business Response

  Date: 07/22/2025

  Good evening,

  Hisense USA extends its sincere apologies for the delay in responding to this customer's complaint. Upon review of the case, we confirm that the unit was returned to the customer on July 3rd and delivered on July 5th via FedEx.
  
  As we have not received any further communication from the customer since delivery, we trust the matter has been satisfactorily resolved. Should the customer require any additional assistance, we remain available to support them.

  Warm regards, Hisense USA Support

• Initial Complaint

  Date:07/03/2025

  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 bought a Hisense window ac unit through ****** in April 2025, which has since collected mold as of July 2025. I have registered the product warranty, and called the company for a refund or replacement on 1/7/2025. They have informed me that they would review the case and give me a decision within 24 hours, despite my active warranty period for the moldy ac. I have attempted to call the company again, and they have refused to refund me or replace the moldy unit.

  

  Business Response

  Date: 07/08/2025

  Good afternoon,

  Hisense USA extends its sincere apologies to the customer for the delay in responding. Upon review of the interaction with our support team, we can confirm that the customer has been contacted by our Tier 2 ****************** and informed that their unit will be processed under our Small Appliance Field Destroy program. We have also noted the customers request for a refund.
  
  Our Field Destroy team will follow up with the customer within the next 24 to 48 business hours to provide an update regarding the next steps.