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:07/09/2024

  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.

  On 26 April 2023 I ordered a pressure washer (Model # SPX4003-ELT, Serial # ************** from online retailer MEH.com. It was delivered 3 May 2023.For a couple of months now it has not worked. It powers up for 3 to 5 seconds and then shuts down despite being properly connected to a water source and a power source.I have called the company at least half dozen times at ************ to file a claim based on their 2 year warranty.On my 1st call, the gentleman answering the phone said I had to have him coach me on the proper operation and testing of the machine. When I said I'd need about 10 minutes to go outside to retrieve and hook up the machine, he said to call back when I was ready.I have since called back numerous times. Every single time the company's phone system answers, says there will be a wait time of 7 or 8 minutes and then hangs up on me after being on hold for 20 minutes.Only 1 other time was I able to speak with a human being, a woman named *********. At the time I did not have my purchase information immediately at hand and so upon my request gave me a case # - *****. She then told me to call back which, as stated above, I have tried to do on numerous occasions to no avail.

  Business Response

  Date: 07/09/2024

  Hello *****,

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  Date:07/05/2024

  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 a snow blower, hedge trimmer and tab weed ****** from QVC. All worked but the tab weed ******. Contacted Snow Joe 5-1-24 and was advised to return all three products in the same box it was sent, confirmed warranty, and given a fed ex slip by email. Never heard back and contacted them, advised when in stock they would send it out. Finally reached someone else on 6-21-24. (***********************************) Was promised that I would get an email indicating that I can purchase products for the amount I paid, $199. Again, no response and annot reach anyone by calling, just get left on hold, and no one is responding to my emails. Worst company I have dealt with in a long time.

  Business Response

  Date: 07/08/2024

  Hello *****,

  We apologize for any inconvenience you have encountered.  After reviewing your account, a store credit in the amount of $149.00 has been issued.  A gift code ending in 66HC has been sent to your email.

  Thank you

  Customer Service Team

  Shop ***

  Customer Answer

  Date: 07/13/2024

  
  Complaint: 21945469
  
  I am rejecting this response because:
  
  I went to the website, all of the products that I wanted are out of stock. I selected three different things that I really dont want, and the code doesnt work that they gave me. This has been a pattern since I started down this long road. at this point I want to refund of the $199 that I spent. Either that or they can send me the products that I ordered I dont wanna have to put codes and go to websites and try to spend a half an hour, selecting things that are out of stock. I am totally frustrated with this business and their total unprofessional attitude.  Send me the products that I requested or give me a refund. I think that is fair. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 07/16/2024

  Hello *****,

  We understand your frustration with the unavailability of the products you want, and we are working diligently to replenish our stock.  I have verified that the gift card code issued to you is valid and does not have an expiration date.  While we understand your preference for a refund, please note that because the original purchase was made through one of our authorized resellers and not directly through Shop ***, we are unable to access their system to process a refund.

  Thank you

  Customer Service Team

  Shop ***

• Initial Complaint

  Date:07/02/2024

  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 have a lawnmower that I bought that has a missing part that needs to be replaced. I tried calling the company once a couple months ago and they told me the part wasnt in stock. Been trying to call back for the past few days and I am just left on hold for 20 minutes and it then hangs up on me. Their customer service is nonexistent and they dont seem to be able to help anyone with a problem with their products.

  Business Response

  Date: 07/03/2024

  Hello ***,

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a SunJoe pressure washer to which I used one single time for a total of 30 minutes. A few months later I attempted to use it a second time and it made a quick sound and then shut down. I went and purchased a new extension cord thinking it was that. It wasnt. It did the same thing. I then had my electrician come to my home and remove the weather box from one of my outdoor outlets so that I could plug it in directly. Nothing changed, and it still didnt work. In addition to it not working, the yellow head was stuck on there. I called Sun Joe for help. They performed mild troubleshooting and then told me that it needed to be replaced which I was not happy about since I had a handyman coming to my home later that day to power wash my patio. I asked them not to process the replacement just yet as I wanted to see if a stronger hand could remove the nozzle and maybe that was the problem. The handyman who is a very strong man was also not able to remove head or get it working. I had to pay him for an hours tine for just coming out and not getting anything done because the power washer didnt work. I then emailed Sun Joe to process the replacement. They followed up days later with disposal instructions which I followed to my understanding and provided them photos. Two plus days later, I get a response that they need an invoice to which I didnt have. Now the days passed in between and the trash men took the power washer that morning. It was gone and now they want to verify purchase. The absolutely shouldve verified everything before sending disposal instructions. I now am out of a power washer and the money for it, along with the Sun joe hose which they were also replacing because it kinked in a plethora of different spots and was almost impossible to use. I couldve brought it somewhere to be fixed. Now its gone due to their poor customer service and leadership. They made this sound so quick and easy and Im going on months without it.

  Business Response

  Date: 07/02/2024

  Hello ********,

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.

  Thank you
  Customer Service Team
  Shop ***

  Customer Answer

  Date: 07/15/2024

  
  Complaint: 21930043
  
  I am rejecting this response because:
  
  I didnt respond yet because the issue hasnt been completely resolved yet.
  The case is now closed but I didnt receive my replacement yet that was
  promised and they refused part of the replacement after having me throw away
  my machine and hose. The have strung me along for months and are still doing
  it. I am expecting to receive the pressure washer itself. As I said the
  declined the hose replacement which they had me throw away.
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/16/2024

  Hello ********,

  We apologize for any inconvenience.   After reviewing your account, I can confirm that a new replacement unit has been processed and shipped under the manufacturers warranty. It was sent via ****** and the tracking number is 403581299616.  According to the ***** website, your replacement is scheduled for delivery today, July 16, 2024.

  Thank you 

  Customer Service Team

  Shop ***

  Customer Answer

  Date: 07/16/2024

  
  Complaint: 21930043
  
  I am rejecting this response because:
  
  They did replace the pressure washer after months of having to waste hours of my time calling and emailing and getting avoided. Only after I took the route of reporting to the bbb did they agree to replace it, and they still havent replaced the hose which I was also told to destroy so I am not satisfied with the outcome and will continue complaint further. I now still cant use the pressure washer because I dont have a hose. They need to stand behind their products without making people jump through hoops and stand behind what they say. Not replacing my hose as well that was a sun joe product which was defective that they advised me to dispose of is wrong. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/22/2024

  Hello ********,

  Thank you for bringing this to my attention. I understand the frustration regarding the time and effort you invested in resolving this issue. While I am pleased that we were able to replace the pressure washer, I recognize that the replacement of the hose is still pending.  After reviewing your case, I see that the 100ft hose you mentioned is not an Aqua Joe hose. I understand you disposed of the hose that was being used with the Sun Joe pressure. We are actively seeking a solution to assist you with your hose situation and will provide an update shortly.

  Thank you

  Customer Service Team

  Shop ***

• Initial Complaint

  Date:07/01/2024

  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 a SunJoe pressure washer and it only worked for an hour, and has a two year warranty, but SunJoe customer service is almost no-existent, One time I waited almost an hour until A guy picked up and told me they don't have a software selection to honor any warranty, or replace a defective product sold on Amazon, but would email me back in a week if they got the computers working again I kid you not lol! Anything purchased through Amazon is not really covered by SunJoe, even though they have a 2 year warranty. $180 down the drain with no other options and Amazon will not help either. I should have bought from Harbor Fright, they replace defective items, SunJoe Does Not! All I wanted was a working pressure washer, Stay clear of this company!

  Business Response

  Date: 07/02/2024

  Hello *****,

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************

  Thank you
  Customer Service Team
  Shop ***

  Customer Answer

  Date: 07/03/2024

  
  Complaint: 21927803
  
  I am rejecting this response because:
  Sun joe will NOT answer the phone, EVER! and refuse to email me back, will not contact me whatsoever, and I am out the money I paid for the washer and extra hose. Terrible Company, they sell junk products with fake warranties and lie about wanting to help you solve the problem! Never buy anything from this place, save your money for something better than this brand. I learned an exspensive ******* anything sun joe sells is junk! look at all the complaints all over the internet. What a shame.
  
  
  Regards,
  
  *********************

  Business Response

  Date: 07/11/2024

  Hello *****,

  We apologize for any frustration and inconvenience you have experienced. We take all customer feedback seriously and are committed to resolving your concerns. Upon reviewing your case, our records indicate that we have communicated with you regarding the issue with the Sun Joe pressure washer.  A new replacement unit was shipped 7/3/24 through ***** with tracking number ************. If you need further assistance you can contact Shop *** directly.  

  Thank you 

  Customer Service Team

  Shop ***

• Initial Complaint

  Date:06/05/2024

  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.

  Snow Joe-Sun Joe will not honor their warranty. The pressure washer came with a 2 year warranty, but I bought a 3 year addition warranty. Purchased in August of 2022. They say they need a copy of original invoice of buying product. I registered this product after receiving and bought the extended 3 year warranty. The product was bought directly from ********** and the additional warranty was paid for by my credit card sometime in August of 2022. They should have in their records when I purchased it and price paid. When I registered pressure washer it asked for model, serial no. date., and from who I purchased. Plus I bought a 3 year extended warranty. ***

  Business Response

  Date: 06/17/2024

  Hello ******,

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  Date:06/03/2024

  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 am writing to express my deep dissatisfaction with the service and products I have received from Sun Joe. I have been a loyal customer for the past few years, investing significant amounts of money in the products and the batteries required for them. While the warranty terms are appealing, they are effectively meaningless as all products are consistently out of stock, making it impossible to honor the warranties.Recently, I had three Sun Joe products malfunction, and despite the warranty promises, they were unable to replace them with anything. Instead of providing a refund, I was only offered store credit to purchase more products, all which are also out of stock. Adding to the frustration, to order on their site they charge an outrageous shipping fee upwards of $40.I have no choice but to accept the store credit, but it feels like throwing money down the drain as Im out the money and the product, essentially left with no resolution. Recently, I contacted customer service about a product that completely broke, and once again, I was only offered store credit. However, it has been over two weeks, and I have yet to receive the credit. Despite my incessant follow-**** I have been ignored, resulting in the one product I intended to purchase with the store credit becoming out of stock.This entire experience has been extremely frustrating and has left me feeling neglected as a customer. I urge ********************** to address these issues promptly and provide a meaningful resolution, including the timely issuance of the promised store credit and ensuring that products are available to honor warranties.

  Business Response

  Date: 06/14/2024

  Hello ******,

  We apologize or all the inconvenience you have encountered.  After looking up your account in the system I see that a store credit has been issued and a Gift Certificate code in the amount of $26.99 with code ending in c9dg9 was emailed on 05/23/24.

  Thank you
  

  Customer Service Team

  Shop ***

  Customer Answer

  Date: 06/14/2024

  
  Complaint: 21797850
  
  I am rejecting this response because I have experienced numerous additional issues since this complaint, which was made weeks ago. Your response only comes after eight follow-up emails over several weeks and multiple chat conversations demanding resolution. I also specifically requested a response to the BBB complaint and for leadership to contact me directly.
  
  There were other concerns in my complaint, yet you are only addressing the one that I had to spend weeks resolving on my own. This is unacceptable. I need you to address all points in the complaint.
  
  As I informed your chat support, I continue to have issues with the lawn mower blade flying off, which is extremely dangerous. Your resolution given last year to tighten the bolt is insufficient and does not last. This issue needs a permanent fix.
  
  Additionally, you send me surveys on how I would rate my support, but when I attempt to provide feedback, it states that the ticket is already closed, within seconds of receiving it. This appears to be a tactic to avoid receiving negative feedback because you know the rating would be poor.
  
  I have my lawyer on standby for all these concerns you have continuously failed to respond to and resolve.
  

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

  Business Response

  Date: 06/14/2024

  Hello ******,

  Thank you for bringing this to our attention.  We take all matters seriously and want to ensure our consumer is assisted.  I will have one of our Team Lead contact you to take care of this matter to satisfaction. If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  Date:05/29/2024

  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.

  Device was purchased from Amazon roughly 2 1/2 years ago, September 5, 2021. I used the machine a handful of times and never had any issues. I actually recommended the machine to friends and family. Recently, it stopped working while in the middle of me using it and will not turn on. I understand I am outside of the warranty period but would have liked some kind of support for a replacement maybe at a discounted price. For this device to fail on its own with no real aggressive use is unacceptable. I tried speaking to customer service and they offered an extended one year warranty on a new device. No thanks. Why would I buy another device from this manufacturer if it will most likely fail again right outside of the warranty period? I am disappointed in Sun Joe customer service. All I wanted was some support on this situation and was told to purchase a new machine.

  Business Response

  Date: 05/30/2024

  Hello *****,

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  Date:05/28/2024

  Type:Sales and Advertising 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.

  Last year, I had a warranty exchange and the mower that I had was out of stock. They upgraded me and promised me an additional two year warranty with the new mower. Just like last time, when I login, none of my warranty or purchase information shows up. I was finally contact regarding the old mower(401JC) and No acknowledgment of the upgrade in my communication earlier this week. They sent me this mower in 2023. I just want them to honor their agreement and within that agreement, replace the defective wheels on the front of the mower.

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair 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.

  This has got to be the shoddiest Scarifier/Dethatcher ever made. The only metal parts are the handle and blade. Everything else is plastic. On Friday, May 10th, 2024, I called the company about a problem I had with Sun Joe. The motor ran but the blade would not engage. They referred me to a ******* video to replace the fan belt. Upon inspection the fan belt was still intact. A waste of $18 for replacement belt. Then, I was told the Switch Lever may be bad. Since I'm not qualified to do electric repair, I asked Sun Joe for a return code so that they could repair the Switch Lever at my expense. They don't have a repair shop for their products. I asked for the address of an ************************* in my area so that I could get it repaired at my expense. There are none in ***************** or anywhere else in the ************* ( although I was told by Rep. on the phone to " ask neighbors or friends for referral to a repairman ??? ") Finally, I now have a broken machine with no idea of how to fix it.

  Business Response

  Date: 05/23/2024

  Hello *******,

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

  Thank you
  Customer Service Team
  Shop ***

  Customer Answer

  Date: 05/23/2024

  
  Complaint: 21728309
  
  I am rejecting this response because:Their offer for me to purchase ANOTHER product from them with a one year warranty only benefits THEM.
  
  
  
  Regards,
  
  *********************************