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:11/11/2023

  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 ordered a Tesla coil for my son for Christmas in November 22. I was not given an update until February when I was told there were parts on back order. Then I asked for a refund and they asked for an order number. I gave them the order number and never heard back. Ive asked every other month for an update nothing.

• Initial Complaint

  Date:06/19/2023

  Type:Delivery 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 oneTesla ** Musical Coil Kit online at the OneTesla.com website on Dec 12th, 2022. My credit card was charged $463.43. I understood I would likely miss giving this as a Christmas present as shipping could take 2 weeks. After 2 months I reached out and was told that my order was slow due to backordered parts. In March I began sending emails asking about shipment dates. In April the BBB was working with me to resolve this and OneTesla replied for the first time saying they would offer a refund, but they have not. I would appreciative any support for having my item shipped or to receive a refund.

  Customer Answer

  Date: 06/30/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:06/03/2023

  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.

  Purchased item from onetesla's website on November 28th, 2022. Contacted seller December 12, 2022 because there was no indication of time to dock or delivery date given. Seller suggested parts from the kit are impacted by electronics supply shortage and to check back week's later on time to delivery. Checked back March 22, 2023 for delivery update's and there was no responses. Waited for a response up until March 30, for which there were none, and at this point ask for a refund. Contacted my bank to file a claim on April 1st, 2023. Their response was I have a legitimate claim but the time I placed the claim and when I was charged by onetesla was too long for them to do anything. onetesla responded to my refund inquiry April 12th to happily provide refund. April 20th they said their machine could not process the refund until another week. May 3rd they responded and said, "Seems like AP is having some issues with the payments system. They're working it out with our payment processing vendor and should have a refund issued within the week."I emailed them 9 times since their last correspondence stating "where is my $459.98 refund?", for which the last email on May 24th I sent them an email stating that I left them a scam tracker report. Still no response today June 6th. No matter what they say in response to this complaint, this is not good business practices and I should have heeded the previous complaints warnings about this company. It has been 8 months since I purchased that tesla coil from their website with no item in hand, nor a refund for it. I know what it is like to be impacted by world wide electronics shortages as an electrical engineer and designer. The beauty of electronics and electrical engineering is that you find an alternative source or re-design the original with available components, or shut down the website until resources are back.

  Customer Answer

  Date: 06/15/2023

  I have not heard from the business in response to my complaint.

  I have not received a refund either nor the products ordered in November 2022.

  I do not want the product and want the refund to be precise.
  

• Initial Complaint

  Date:04/24/2023

  Type:Delivery 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 the oneTeslaTS Musical Tesla Coil Kit from oneTesla on the 26th November 2022 for $394.48 USD or $587.13 AUD (including shipping and discounts).I have contacted oneTesla via email several times but without reply or update on my order #*********. I have attached a pdf of the invoice and email thread.Can you please assist in contacting oneTesla? I would like an update on delivery of the product I have ordered and still want to receive the product but if oneTesla is unable to provide the product, a full refund will be adequate to resolve the issue.

  Customer Answer

  Date: 05/04/2023

  I have not heard from the business in response to my complaint.

  Can you please advise next recommended action? Thank you.

• Initial Complaint

  Date:04/14/2023

  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 purchased a oneTesla ** Musical Coil Kit online at the OneTesla.com website on Dec 12th, 2022. My credit card was charged $463.43. I understood I would likely miss giving this as a Christmas present as shipping could take 2 weeks. After 2 months I reached out and was told that my order was slow due to backordered parts. In March I began sending emails asking about shipment dates. Today, April 14, 2023, my emails are bouncing back. I was able to find the cell number for the former CEO who gave me a number to ****** **** and suggested I call him. I received an automated message that said the wireless caller was not receiving messages. I would appreciative any support for having my item shipped or to receive a refund.

  Customer Answer

  Date: 04/24/2023

  I have not heard from the business in response to my complaint. I received a strange offer for a partial refund as long as I was in a specific window of time. 
  I have received no confirmation and no refund. I would like a full refund. 
  **************************;

• Initial Complaint

  Date:03/02/2023

  Type:Delivery 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.

  paid around 500 dollars for one of their kits, never received it. Emailed them multiple times to establish a dialog, no response. Eventually filed a complaint with paypal and received a refund. This company continues to offer their kits for sale, but I have seen no evidence that they are working the storefront at all.

  Customer Answer

  Date: 03/13/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:11/29/2022

  Type:Delivery 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 ordered the product on Nov 6th and was told it takes 2 weeks to ship, here it is the 29th and I have yet to receive any shipping confirmation or tracking number. After quite the struggle to make contact with customer service (took 9 days) they have informed me that some parts are out of stock to ship the order despite their website stating that it was in stock at the time of purchase.

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  March 2022 I attempted to purchase a musical tesla coil from onetesla, that they claim was in stock. In July I inquired about the order and was told in August the in stock item I ordered in March was waiting for parts and that it would be resolved in a week. Later in August I inquired about the shipment and was offered to have the incomplete kit sent and have the missing critical part shipped "later". I requested a full refund. They offered to knock 20% off. I requested a full refund again. In late October the incomplete kit arrived at my home and the money has not been refunded, nor has information been provided on why my requests were ignored or where/when the missing critical part may ever be shipped. I filed a dispute and investigation with my bank. As of today the device I ordered and still do not have the part for shows in stock on their website, which seems like false advertising to me.

  Business Response

  Date: 11/17/2022

  Hi ******,

   

  Thanks for your message. Please return the kit to us and we'll be happy to refund you. Thank you!

   

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

  Support Manager

  oneTesla

  Customer Answer

  Date: 12/11/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My complaint has not been answered satisfactorily, nor is it complete.
  The company's response was for me to pay to ship back an incomplete product that never should have been mailed in the first place.
  I emailed them to see if they will be providing the shipping label for the return.
  I have not heard back from them yet to either acknowledge the inquiry or to send the return shipping label. 

• Initial Complaint

  Date:10/12/2022

  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 tried to place an order on August 29. The item was listed as "in stock" and I was offered two-day shipping, so I expected to see the item on August 31. The charge went through, but the order was not acknowledged until I asked about it via email on August 31. OneTesla replied to that email, saying it would take two weeks to deliver the order. Three weeks later, on September 20, the order still hadn't arrived, and there'd been no communication. I complained via e-mail and was told that there was a parts shortage and the item would be shipped by September 30. I got no further communication until October 4, when I sent another email message, cancelling the order and demanding a refund. I followed up on October 5. I received no response to the cancellation or the followup. On October 11, I sent email again, repeating the demand for a refund, and threatening to complain to financial institutions. I also found a telephone number for OneTesla and left a voice mail message with essentially the same content. A couple of hours later, I received a message saying the item had been shipped on October 6 (two days after I had cancelled the order without acknowledgement) and giving a tracking number ***** CY130273779US). Following up on the tracking number showed that a label had been created on October 6, but nothing had actually been given to ***** Note that OneTesla's other complaining customers have mentioned ****** r behavior.OneTesla has repeatedly failed to meet its stated commitments, has never spontaneously offered any updates or explanation, and has made more unmet promises each time it's been challenged. This is a pattern; other customers have complained of essentially the same behavior. At this point I do not believe that they have any intention of delivering the product, and even if they did, their repeated delays have made it useless and the order has been cancelled.

  Business Response

  Date: 10/13/2022

  It states in both our FAQ and order confirmation emails that orders can take around two weeks to ship. Customer was notified that we were waiting for a part, which was caught up in the ******19 related parts shortage. When it arrived, the order was shipping. Unfortunately, the **** took a while to update the tracking information, but the kit is on its way. If the customer no longer wants the kit, he is welcome to refuse the package.

  Customer Answer

  Date: 10/14/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  1. At this point, the operative part of this complaint is that I expect a refund for a cancelled order... an order cancelled before oneTesla claims to have shipped it, via an email message which oneTesla has acknowledged, replied to, and quoted.
  

  2. The reason for the cancellation was a repeated pattern of giving dates, not meeting those dates, not proactively communicating that they would not be met (nor indeed proactively communicating about anything at all), and responding to queries after they were not met with other unmet dates.
  

  3. That pattern continued with ignoring the cancellation itself, ignoring a followup to that cancellation, and only responding to the cancellation, by claiming to have shipped the order, after I escalated to threatening to involve financial institutions (something which I have now done).
  

  4. I do not actually believe the order has been shipped at all. If it had been shipped on the 6th, it would normally have been here before today, the 14th... especially if it had been shipped two-day as originally arranged and paid for. In fact, the **** tracking site still does not say that **** has received the shipment. By the way, the label was created at 6:11 PM on the 6th. Most post offices would have been closed, making it still less plausible that the order was delivered to the post office on that date.
  

  5. Even if it had been shipped on the 6th (or on any later date), the order had already been cancelled on the 4th, because it was too late for the purpose for which I bought it. I know that the cancellation was received, because oneTesla replied to it. The cancellation should not have been a surprise, since I'd explained before that  I had time constraints.
  

  6. The *** is irrelevant. It's unreasonable to expect a customer to read every bit of every page on the Web site before ordering a product.

  7. The actual order page offered two-day shipping and said the item was "in stock". "In stock" does not mean "we do not have the item, we do not have the parts to make the item, and we do not know when we will get the parts". "In stock" means you have it already kitted up, sitting in a box, ready to ship out. Any reasonable person would expect no more than a day or two of shipping delay, especially since otherwise offering two-day shipping would be pointless.
  

  8. There was no "confirmation email", at least not in the automated sense. There was no communication at all until I actively asked. In any case, telling somebody that you will take two weeks to fulfill an order *after* the order has been placed is not a remedy. Nor was the "two week" commitment met.
  

  9. All responses from oneTesla have obviously been sent manually. It's also obviously a small business, and the person sending those responses would have known about any parts shortage. The response to my first query, which was sent after the reasonably expected shipping date and roughly on the reasonably expected delivery date, did not mention a parts shortage , and claimed that the order would ship in "about two weeks". That was not met. When I complained three weeks later, I was told there was a parts shortage, and the order would ship "at the end of next week". Several days after "the end of next week", I cancelled.

  10. My cancellation email was initially ignored, as was my followup asking where my refund was. Oddly enough, the day after I sent that followup, a shipping label was created... but I wasn't notified. Evidence says that the order was not actually given to the carrier. At this point, I assume the reason for creating the label was to set up a response for my anticipated next complaint.
  

  11. A week after *that*, after I followed up AGAIN, via email and telephone, threatening to complain to the BBB and financial institutions. Sure enough, within a couple of hours, I got a response to the previous, now one-week-old, cancellation email, ignoring the direction to cancel, claiming the order had been shipped, and referring me to the tracking page.

  This is not the behavior pattern of a business operating in good faith.

  I cancelled the order before oneTesla's claims to have shipped it. That cancellation came after three reasonably expected shipping/delivery dates had been missed. Two of those missed dates were in manually created email from oneTesla staff. Well before cancelling, I had warned that my needs were time-sensitive. The cancellation date was over five weeks after the original order date, which makes "we told you it would be two weeks" ring hollow.

  At this point there is no order, and I am due a refund.
  

  As for the order  actually having been shipped, I have evidence against that: (a) the order is not here, over a week after it was claimed to be shipped (and almost seven weeks after it was placed), and (b) he **** site says it hasn't been given to ****. I have no evidence that it *was* shipped other than oneTesla's claim. All of oneTesla's previous claims turned out to be false.
  

  As I told OneTesla in email after filing the original BBB complaint, I have registered a dispute with my bank, and I expect to get a refund one way or another. If it turns out that I actually receive the merchandise at some future time, I will return it to OneTesla... after I have received the refund, and provided that OneTesla pays all shipping and other expenses involved in returning it. Given their past behavior, I will of course expect those expenses to be paid in advance, perhaps by providing me with a prepaid shipping label.
  

  Business Response

  Date: 10/19/2022

  We will be happy to issue a refund once the kit is returned to us. Simply refuse the package once it arrives, or ship it back to us at the following address: oneTesla, ******************************************************************************

  Customer Answer

  Date: 10/19/2022

  Update for Web site readers: the package showed up on the **** tracking site with a status of "Arrived Shipping Partner ********* **** Awaiting Item" in ********** on October 14. That was the first tracking information after the label was created on October 6.  The shipping partner is GlobalPost. The package apparently bounced around through four GlobalPost facilities until October 18, when it arrived at a **** facility in Jamaica, **. It will still have to make its way to ******.

  As I said in email over the weekend, I will try to refuse the package, but sometimes carriers "drop and run", driving away before I can get to the door. Since it's now been given to ****, I assume it will actually be delivered by ************ and ***********'s Web site says I can then refuse it "after the fact" by taking it to a post office. If for some reason it gets left here and I can't refuse it (say because it's actually delivered by somebody other than *********** and they get away before I get to the door, or because *********** won't take it back for some reason), then I will need a return label.

  Thank you for your response.