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:05/05/2023

  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 2 BlueAir units, Blue Pure 211+ Auto and the DustMagnet. Both were priced similarly for a total of ******, order no. US100904676. I returned the Blue Pure 211+ within their 60 day window and only received a partial refund of ******, when it should have been closer to half of my total. I have been trying to reach them for weeks via their website contact form, customer service email, chat and phone. The chat is never available and when I call on the phone, I either get a "caller not in your area" or automated messages trying to sell me unrelated products: Life Alert Devices and ********************* It seems the phone number listed on their site doesn't even belong to Blue Air - ***********.After reading all customer reviews, I would like to return my DustMagnet too as it is doing nothing to help my mild dust allergies. Zero change. It is just an expensive fan. These products don't do what they claim to do. I want to return my entire order before this other unit breaks completely, as so many other customers have experienced.And I'd just like to add a couple of other concerns: when I submitted my first contact form, I took a screenshot of their FAQs stating you can get a full refund in 60 days. Since then, I have tried looking fot that in their FAQs and it has been removed. But if you look at ads, they still make that claim. Very shady. Additionally, the fact that BBB and ******** reviews for BlueAir are terrible and somehow their site reviews aren't means they're likely removing negative reviews from their site.

  Business Response

  Date: 07/25/2023

  Case 20021859 (Resolved)

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

  Already refunded 5/5 and 6/5

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20021859
  
  I am rejecting this response because I have yet to receive a refund for the unit that was received by Blueair on Friday, June 23. That is over a month ago now. See *** tracking attachment.

  So far I have received two partial refunds, one for ****** in April and another of ****** in May, which add up ******. Once I receive the remaining ******, I will mark this complaint as resolved.

  I attached what my statements show around 6/5 and there is nothing from BlueAir. For reference, I attached one of the partial refunds from BlueAir to show how the name is displayed in my transactions. I've searched for any BluerAir activity from June to this date and there is nothing.

  Regards,
  
  *******************************

• Initial Complaint

  Date:04/28/2023

  Type:Customer Service 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 never received my filter subscription. *** was supposed to deliver but after a week of not receiving, I tracked it and it said that the product was damaged and that they have informed the company. I did not hear anything from blueair. Within the past three weeks I sent an email to them through their website once a week not hearing any response. I called and was on hold for 20 minutes. The customer service rep said he put through another delivery but when I asked him about why I had not heard anything he said that *** never told them and they are backed up on email requests. I inquired about receiving any type of compensation or credit to my account due to being treated poorly as a customer but he argued that they have done nothing wrong and he cant do anything else for me. Assuming my package is delivered this time, that issue was resolved. But the lack of customer service from this company is very frustrating and disappointing. I wouldve hoped for better from a company if this size. I will be looking to take my business elsewhere.

  Business Response

  Date: 07/25/2023

  Case #: ******** (Waiting on customer update)

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

  Emailed to see if replacement ever arrived. Offered to resend replacement.

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 19996066
  
  I am rejecting this response because:
  I have responded to the email. I did receive the replacement but my main complaint is in regards to how I was treated as a customer. I was was not treated with kindness and due to the fact that I had to put extra effort in as a customer to receive my shipment from a subscription plan I feel I should be compensated to some extent. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/18/2023

  Customer is happy.

• Initial Complaint

  Date:04/27/2023

  Type:Customer Service 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.

  3/21- Purchased dust magnet Order # SO-************ Unit not connecting to Wi-Fi and will not. I have reached out to the company via email/chat/phone- no response. 04/15- started live chat with customer service- no response. 04/16- emailed customer service- no response as of 4/*****/17- tried live chat. No response 04/20- received automated email to write a review. Honest review left. 04/23- I sent a 2nd email asking if the first has been noticed 04/27- sent another email asking for an update on my problem and called blue air for help. No response. The company has terrible customer service. At this point- I would like to return the device and have no way to contact anyone to return the device.

  Business Response

  Date: 07/25/2023

   

  Case #: ******** (Resolved)

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

  Processed refund, sent label and RA#

• Initial Complaint

  Date:04/27/2023

  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 Blueair - Blue Pure 411 Auto 190 Sq. Ft. HEPASilent Air Purifier - White from Bestbuy. I began using it and within a few weeks I had black soot all around the area where the air purifier was standing. My carpet, my walls and even the unit itself were blackened. I contacted the company multiple times via their website (contact **) to no avail. After a few months of no reply, I started calling. I was finally able to get a hold of someone and explained what was going on and they sent a replacement filter even though the filter that I had was practically brand new and had not been used for more than a month before I had issue with it. There was no explanation as to why the unit generated the black soot in the first place. Not sure if this byproduct is safe. Had I known that I would have received irreparable damage from this device I would have never purchased it. Furthermore, I don't even know if this device jeopardizes my health given that the company claims, they don't know where the black soot byproduct originates from. I did not feel comfortable with using the device with the replacement filter given the fact that there was no explanation as to why and how the black soot was formed. So essentially, I wasted my money on their product.

  Business Response

  Date: 07/25/2023

  Case #: 19990914

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

  Emailed. Offered a replacement and to return the defective item to us for inspection. Waiting on a reply.

  Thank you!

  ************************* Falls

  Senior Customer Experience Administrator

  Blueair, Inc. ****************************************************************************

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 19990914
  
  I am rejecting this response because: the nature of the black soot has not been addressed. 
  
  Furthermore, while suffering a financial lost from buying a defective product that had to be thrown out due to the machine producing an unknown black soot which permanently damaged my carpet and walls, I have no interest in any product from Blueair. My health and wellness are far to important to jeopardize.

  Moreover, the "defective machine" has already been disposed of. Therefore, it is not possible to send it back.
  
  Best,
  
  *************************

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 19990914
  
  I am rejecting this response because: the attachment (.eml) is not viewable. In other words, I am not able to see the details of the attachment. Therefore, I can not respond to what I can not see.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/18/2023

  This is an image that she sent us. I didn't send her any images in my reply.

• Initial Complaint

  Date:04/25/2023

  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.

  I received order on Feb 25. I returned the order on March 13. I also filler the form on blueair website to get status of the refund. it have been abour 2 months now and no refund. i tried to call their customer service but kept waiting for an hour and no response.

  Business Response

  Date: 07/25/2023

   

  Case #: ******** (Resolved)

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

  Already refunded

  Customer Answer

  Date: 07/25/2023

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

• Initial Complaint

  Date:04/18/2023

  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 bought the 121 purifier on 11/24/2021 from ****** and it has just been a headache ever since. It will turn on and off on it's own, and turn the level up as well without the button being touched. Clearly electrical issues, it started malfunctioning like this after just a few months. I can't even use it anymore because it will do this during the night, turn itself on to high, which is super loud and wakes me up. I sent an email detailing the issue to ******************************* on 11/6/22 - no response. I sent another email on 2/21/23 - no response. I called customer service (*************************) on 4/6/23 and was on the phone for 2 hours and they finally agreed to send me a replacement. The next day, I got an email saying that replacement was cancelled. Another 3 hours on the line with customer service, and they assured another replacement for me. I got the email again confirming the replacement would be shipped out, only to receive another email the next day, yet again, cancelling that replacement. This is ridiculous, they never intended on honoring the warranty, and their customer service is horrible. This company is a total SCAM. A complete waste of my time and hundreds of dollars.

  Business Response

  Date: 04/20/2023

  This has been resolved. The agent used the wrong item code on the cancelled order. SO-************ will ship shortly.
   
  ************************* Falls
  Blueair Customer Experience
  *************************************************************
  ************
  Blueair Inc.

• Initial Complaint

  Date:03/28/2023

  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 the blueair pure 211+ on 3/18/23. It said it would arrive in 5-7 days. Today is 3/28 and tracking still shows awaiting carrier pick up. When I called, I was just told to wait another week. The lady wasnt even willing to look into why its been awaiting carrier pick up for the past 9 days. Will not buy from them again

• Initial Complaint

  Date:03/06/2023

  Type:Delivery 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.

  I have an auto-refill subscription through Blueair for air filters. This is my first auto-refill. We've had problems in the past with my husbands subscription but they always made sure we got the filter in the end. I received email notification that the filter shipped on 2/13/2023. I double checked the shipping status a week later and it said it had not yet shipped (on *** site). I contacted customer service on 2/27/23 to inquire about the package. I received no response. I recontacted on 3/1/23 to no response. On 3/4/23 I contacted *** to see what was going on with my package. They never received it and stated that the retail initiates the label creation and is responsible for the hand off of the package to ***, the handoff never happened. I recontacted 3/4/2023 via their email but Blueair customer service but have yet to receive a response. I called their customer service line on 3/6/2023 but was never able to get ahold of a person (was on hold for 30 minutes). They have charged me for this item and have not fulfilled the purchase. I've included screen shots of the emails I have sent, along with the original shipping notice and the *** shipping page. I will be disputing the charge with my bank but I'd much rather have the filter!

• Initial Complaint

  Date:02/25/2023

  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.

  Have sent two emails via their website warranty portal regarding a broken product that is under (2-year) warranty - the first was sent February 3, 2023. I have received aautomated ackowledgements of receipt of both emails but no response from company. Have called their warranty line 4 times and waited on hold for up to 1 hour at a time. The company does not pick up.

  Business Response

  Date: 03/07/2023

  Hi,

   

  Apologies for the delay. Your unit was exchanged and delivered on 3/3/23. See tracking details 1ZX993Y02000368485.

   

  If you need any further assistance feel free to reach out to me via email @******************************

   

  Best Antonio

• Initial Complaint

  Date:02/21/2023

  Type:Billing 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.

  Blueair changed my credit card twice for $190.79. I have no idea who they are and only want the transactions reversed or refunded.

  Business Response

  Date: 03/08/2023

  Hello *******,

   

  Thank you for bringing this to our attention and apologies for any inconvenience.

   

  It appears that your card was used by someone who obtain access to it outside of Blueair. The purchase was made fraudulently on the Blueair website. I highly suggest you cancel that card asap.

   

  As a courtesy we have refunded both charges. Normally we would ask you to file a chargeback claim with your bank but we made an exception to expedite the process.

   

  Please let me know if you have any questions and feel free to reach out to me directly moving forward for assistance via email or phone **************.

   

  Best, *******

  Customer Answer

  Date: 03/08/2023

   
  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,
  
  ***********************