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:04/19/2023

  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 Snow Joe electric snow shovel in Dec 2022. In March 2023, the handle snapped in two. I reported the problem to Snow Joe, and got a promise that I'd get another unit as soon as it came back in stock within a week. Nearly a month later, no contact.So I contacted them again. This time I am getting a runaround about me getting it through a third party seller, when it is their outlet store. Then she ended the chat without responding to me. I want a full refund so I can purchase worthwhile equipment that I can count on.

  Business Response

  Date: 04/27/2023

  Hello *****,

  
  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  ********************** + ********************** 

• Initial Complaint

  Date:04/19/2023

  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 recently ordered a new Sun Joe 14 inch cordless electric lawn mower (ordered 9 April 2023 - order number SJ903484) and received it on 18 April 2023.Upon assembly the lawn mower was noted to be missing the Safety Key - which prevents the lawnmower from operating. I attempted to resolve what appeared to be a simple mistake of not packaging the key by calling customer support.The customer support line informed me that the safety keys are out of stock and we have no idea when we will get more which concerns me with respect to how many of these lawn mowers did they sell without this required piece of equipment?The company offered me a full refund which I fully intend on taking them up for, however selling incomplete products to me seems like an unethical business practice - instead of a lawnmower I received a paper weight with an indeterminate get well date to have a safety key sent to me. The company is currently advertising spring clearance deals and should cease doing so until they can ship products that work as advertised.

  Business Response

  Date: 04/27/2023

  Hello *******,

   

  We apologize for any inconvenience you have encountered.  We appreciate you taking the time and providing your feedback as we will work diligently with our ************************** to ensure this does not happen.  After looking up your account I see that you have returned the MJ24C-14-XR and a refund has been processed back to your account.

   

  Thank you

  Customer Service Team

  ********************** + ********************** 

• Initial Complaint

  Date:04/17/2023

  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.

  Contacted SnowJoe about a garden hose that was covered by a 2 year warranty. The hose is not a year old yet and has split. Sun Joe assured me the a replacement would be shipped out . A shipping label was created on April 10 ***** has yet to receive the item to ship. Sun Joe emailed me on April 11 with the tracking number and a delivery date of April 13th. Sun Joe has yet to provide the item to ***** .

  Business Response

  Date: 04/19/2023

  Hello ****

  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

• Initial Complaint

  Date:04/17/2023

  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 have filed two previous complaints #******** and #******** Snowjoe are refusing to provide me a refund for a defective product. They have been stalling. its coming up to 3 months now. They also don't respond to any emails. The only way they pay attention is when BBB contacts them.

  Business Response

  Date: 04/19/2023

  Hello ******** ,

   

  We apologize for any inconvenience you have encountered.  After looking up your account I see that our accounting department has processed, issued and mailed out a refund check ion 4/17/23 through the **** with check number 16121.  Please allow up to 10 business days to receive the refund check as it being mailed out to ****** and does take some time.  

   

  Thank you 

  Customer Service Team 

  ********************** + **********************

   

  Customer Answer

  Date: 04/19/2023

  
  Complaint: 19946921
  
  I am rejecting this response because:
  they keep pushing the matter 10 days down the road. 
  The last time they claimed they sent the cheque and said they have to verify that I havent already cashed it! Then they just ghosted me. 
  

  why dont they track the mail so everyone knows where it is 

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

  Business Response

  Date: 04/20/2023

  Hello ********,

   

  We understand that this has caused an inconvenience and frustration for you, and we take full responsibility.  Please be assured that your refund check has been processed, issued and is in the mail. We understand that you have been waiting patiently for this, and we appreciate your understanding and patience during this time. If you do not receive your refund check in 10 business days from the time it was mailed out, 4/17/23, please contact our *********************** Lead, Kleber, at ************ or email him at ************************************.

   

  Thank you

  Customer Service Team

  ********************** + ********************** 

  Customer Answer

  Date: 04/23/2023

  
  Complaint: 19946921
  
  I am rejecting this response because:
  I already contacted the representative when the last time the check was mailed out and the 10 days expired as outlined and they didnt even bother responding. 
  Why would I trust that its in the mail this time? 
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/27/2023

  Hello ********,
  
  We understand that this has caused an inconvenience and frustration for you, and we take full responsibility.  Please be assured that your refund check has been processed, issued and is in the mail. We understand that you have been waiting patiently for this, and we appreciate your understanding and patience during this time. If you do not receive your refund check in 10 business days from the time it was mailed out, 4/17/23 please let us know.

   

  Thank you

  Customer Service Team

  ********************** + **********************

   

  Customer Answer

  Date: 04/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/16/2023

  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 purchase this product SUNJOE LEAF BLOWER/ MULCHER back in December of 2022. I registered the item, but did not take anything out of the box.Fast forward to April 16 2023, took the items out of the box to put together and notice 2 items missing from the box.Item # 1 RETAINER S**** Item # 2 SHOULDER STRAP I called customer service @1:01 and spoke to this guy, gave him the model number and serial number of said item.I was told I had to mail the entire unit back in order to get the two simple items replaced.That did not make any sense to **** called a second time @2:30 and spoke to the same person whom claimed not to be the person I spoke to @ 1:01, but it was the same person.This is a bunch of nonsense to go through the hassle of buying a box, paying for shipping to return an item that was purchase in December, when all needs to be done is to send a RETAINER **************** STRAP. 2 SIMPLE ITEMS. I ASKED TO BE RECORDED WITH THIS CONVERSATION.HE MADE THE COMMENT ABOUT HOW MANY TIMES I STATED MY ISSUE WITH THIS COMPANY AND I STATED TO HIM HOW MANY TIMES HE APOLOGIZED, WHICH IS NEITHER HERE NOR THERE.SO I SAID,INSTEAD OF CONSTANTLY SAYING I AM SORRY END QUOTE....WHAT ARE YOU GUYS GOING TO DO TO RECTIFY THIS ISSUE? I AM SO DONE!!!!SUNJOE/SNOWJOE NEEDS TO DO BETTER.THEY WILL NOT BE GETTING MY BUSINESS NEVER AGAIN I AM SO DISAPPOINTED. I HAVE MOST OF SUNJOE/SNOWJOE PRODUCTS AND THIS IS VERY DISHEARTENING TO ME

  Business Response

  Date: 04/17/2023

  Hello *******

  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

  Customer Answer

  Date: 04/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/15/2023

  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.

  This complaint is a result of a unresolved issue related to complaint # ********. Despite my willingness to accept the resolution of a $39.00 gift card from Snow Joe in lieu of a refund, I have not been able to use it. I placed an order (SJ903968) using the gift card on 4/12/23. I ordered the incorrect size of an item by mistake and was told I had to cancel the order and wait for a reissued gift card to correct the problem. I was told I would receive the reissued gift card in 24 to 48 hours. As of today, I have called 3 times and created a support ticket (*******), and have not received notification of the canceled order or the reissued gift card.I was told in the latest call, that I would hear something today, by email or phone, but I have heard nothing. I attempted to call during business hours today and a recorded message stated "no one in support was available".I don't like to keep filling complaints, but it seems that this is the only way I can appeal to Snow Joe to honor the resolution agreement.I really want to be done with this. I want to make another appeal to Snow Joe to give me the gift card I was promised.

  Business Response

  Date: 04/17/2023

  Hello *****,

   

  We apologize for any inconvenience. After looking up your account in our system I see that indeed you used a Gift Card in the amount of $39 on order # SJ903968.  Then the order got canceled and the $39.00 was refunded back to the same Gift Card code you received initially, kpctbf7cqfp6rwyp.  Therefore, you are can place a new order using the Gift Card code on a new order.

   

  Thank you

  Customer Service Team

  ********************** + ********************** 

  Customer Answer

  Date: 04/17/2023

  I did see the gift card is showing today, but no one bothered to let me know. I was told I would be notified when it  was reissued.
  
  *********************

• Initial Complaint

  Date:04/09/2023

  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.

  This is my second complaint. This has been going on for 10 months. Nozzle in power washer gun falls out. Happened on several different replacement . Mtg defect.Lat product was sent back. Sent tracking from **** Was promised a refund. No refund, no new product sent, no phone calls from Kleber no warranty satisfaction.UNETHICAL business practices.At this point replacement with equal or no defective nozzel, not a reconditioned model will satisfy my complaint. Or $$$I have no money and no power washer. $139.00

  Business Response

  Date: 04/10/2023

  Hello *****,

   

  I am sorry to hear of this matter and want to ensure that we take matters seriously and are committed to resolving any issue.  After looking up your account, I see that we have received the unit back and a refund check has been issued and mailed out through the **** with check # 16107. 

   

  Thank you

  Customer Service Team

  ********************** + **********************. 

  Customer Answer

  Date: 04/10/2023

  
  Complaint: 19914730
  
  I am rejecting this response because:  I still have not received the check. I need check number, amount and date it was mailed
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/13/2023

  Hello *****,

   

  The refund check was mailed out on 4/10/23 through the **** in the amount of $129.95 with check # *****.  Please allow 7 business days to receive your refund check.

   

  Thank you

  Customer Service Team

  ********************** + ********************** 

• Initial Complaint

  Date:04/07/2023

  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.

  I bought a two stage Snow Joe snow blower from ********** last year model ION100V-24SB. One of the batteries isnt taking a charge so I am unable to use the machine as intended. I reached out to them a few months ago and because I am under warranty the said they would send me a new battery. I was told it was back ordered but I would get it soon. After waiting months for it to show up I contacted them again on 4/1. I was told that the battery is now discontinued. They said the only thing they could do was to give me store credit. Because it was a Saturday they wouldnt be able to contact their accounting department until 4/3. Knowing how they dont follow up I contacted them on 4/3 again. Now Im told I need to send the invoice. I email that. Then they wanted a video of the battery not charging. I was also told I would need to take the unit to *** to ship back. I told them there was no way *** was going to take it. It is huge and very heavy and would have to ship as freight. She checked and said ok we will have someone pick it up but you need to ****************** and box it. I replied you have to be kidding. There is no way I can find a box to fit this plus it would need packaging and would need to be secured to pallet or it will tip and get damaged. Not a good plan. I called again on 4/7 on got the same story. I also want to point out that I spent *******+ on this and even if I got full credit back for this I can only use it at their store and the current two stage they have for sale *******. I am not crazy enough to invest any more money in their products. I want a refund direct to me or credit at **********. They can come get the snow blower but I am not spending money on packaging this and I am not taking the liability for this getting damaged in transit which would assuredly get blamed on me negating my refund.

  Business Response

  Date: 04/10/2023

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

  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

• Initial Complaint

  Date:04/03/2023

  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.

  This is my 2nd complaint regarding a product purchased from Snow/Sun Joe.My previous complaint was closed before the issue was fully resolved. I was in contact with an executive customer service representative named ******? ********. After purchasing an electric chain saw from the company that constantly malfunctioned, a requested a replacement and one was was sent. In less than 5 minutes of using the replacement saw on a tree branch approximately 3 inches in diameter, the saw malfunctioned again. Given the frustration I have had with the product, I contacted ******************** to get it returned. It is under warranty for over 2 years.Again, I was asked to do dangerous procedures to have this returned, such as operating the saw while attempting to shoot a video showing the malfunction. After protest, I was then asked to disassemble the saw, adjust the tension, reassemble while shooting a video!This treatment has been outrageous! I have purchased many products from Sun Joe and this is how I am treated to get a return for a product costing around $60.I want the saw returned and without the hardship of driving an hour and a half to the nearest *** pickup, as I was also asked to so despite my location in a rural area.I request contact from someone who is willing to treat me as a valued customer.

  Business Response

  Date: 04/04/2023

  Hello *****,

   

  I am so sorry to hear of this matter.  We take matters seriously and take all actions necessary to assist and help our customers 100%.  I have issued a store credit in the amount of $39.00, which is the price you purchased the SWJ599E chain saw from Amazon, and emailed you the Gift Card code, kpctbf7cqfp6rwyp.  There is no expiration date on the Gift card and may be used directly on our website, www.snowjoe.com, on any full regular price, sale price and clearance price items.

  Thank you

  Customer Service Team

  ********************** + ********************** 

   

  Customer Answer

  Date: 04/05/2023

  
  Complaint: 19889654
  
  I am rejecting this response because:
  

  The experience I have had with Sun Joe has been awful and disrespectful. I would like the refund to be a Amazon gift card. I do not trust Snow Joe to process a transaction correctly. I have to dispute a charge to my bank account for a cancelled ordered despite being notified by email that the gift card was available to use. 
  

  My account and experience was debated and belittled. This experience has been frustrating for almost 2 months and I don't want to do business with Snow Joe again.
  
  Regards,
  
  *********************

  Business Response

  Date: 04/10/2023

  Hello *****,

   

  I am sorry to hear that you have had a negative experience with Sun Joe. We take customer complaints seriously and would like to address your concerns.  Regarding your request for a refund in the form of an Amazon gift card, we would like to inform you that we are unable to process refunds in this form.  However, your Snow Joe gift card does not have an expiration date and can be used on all full price, sale price and clearance items.  We are sorry that you feel your experience with us has been disrespectful and belittling. We value our customers and take their feedback seriously. We would like to assure you that we strive to provide the best possible customer service and are committed to resolving any issues that our customers may have.

   

  Thank you

  Customer Service Team

  ********************** + ********************** 

  Customer Answer

  Date: 04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will begrudgingly accept the resolution, however I want the record to reflect the treatment I was subjected to by Snow Joe, specifically the resistance honoring the warranty and the request to endanger myself by operating a video camera and chainsaw at the same time. I was asked twice to do this. This information should be available to would-be consumers.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/23/2023

  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.

  Date of transaction: 3/25/21 Amount of Money involved: $99 minus $8 for restocking so I'm looking for $91 The business committed to provide me with a machine that worked and didn't fall apart Nature of dispute begins when I first purchased said Sun Joe walk behind vacuum/blower/mulcher w/bag the first bag broke and I was able to get a replacement - that broke soon after and the bags were out of stock so they sent me a new unit - that bag broke on only 1 use - bags still out of stock - so sent me another unit- that bag broke. Returned the last unit for a refund on 2/19/22. They could not credit my credit card and said that they would issue a Refund Check on 11/22/22 and that it would take 10 business weeks. Well, when I e-mailed them to find out status- it hadn't been processed and I wasted 10 weeks thinking I would receive the the check. That's when *********** wrote back and assured me I would have it within 6 more weeks. He said he was able to process the request successfully this time and send it to the **************** I was suppose to have received it on 3/26/23. Well, I called again on 3/22/22 and ********************* stated that they failed to complete the process and to wait another 12 business weeks and that she would make sure I would received it this time. Decided to write *************************** on 3/23/23 to have him personally handle this matter but I know he will just turn it over to **************** as he did that last time.. I've waited long enough. Can you help me.

  Business Response

  Date: 03/24/2023

  Hello ********,

  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe