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Business Profile

Home Electronics

Sapience Group LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Electronics.

Complaints

Customer Complaints Summary

  • 71 total complaints in the last 3 years.
  • 33 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/01/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Within an hour of placing this order, I sent an email canceling the order as I did web search and found that the product DOES NOT function as advertised. Then I contacted ****** and called the customer service #************ ****** provided, and was on hold for over an hour. When they picked up, I was told they couldn't refund because the order was already being 'processed', (on a Saturday night), but could offer a partial refund after I received the product and sent it back at my expense. I told him that was not acceptable as nothing could have been 'processed,' pulled from inventory, packed, and shipped. He then offered me a partial refund of 20, then 30, and finally 40% of my $190.77 purchase. Finally, he agreed to give me the Return Authorization #********N and address: *****************************************, to return it once they send it to me and I send it back. It all sounds like a scam. I am hopeful that ****** can cancel the order and return my funds. Is this possible? Do I just contact my bank? And file a complaint with BBB, etc. Help please. Thanks, ******

    Business Response

    Date: 06/02/2025

    Thank you for taking the time to leave your feedback, ******. We are pleased to inform you that the issue has been resolved to your satisfaction. We appreciate your patience and understanding as we worked through this matter. If you have any further questions or need additional assistance in the future, please dont hesitate to reach out. Your satisfaction is our top priority.

  • Initial Complaint

    Date:12/17/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    see Attached document

    Business Response

    Date: 12/20/2024

    Thank you for taking the time to leave your feedback, ******. We are pleased to inform you that the issue has been resolved to your satisfaction. We have issued you a refund. This will reflect on your account within 5-7 business days.

    We appreciate your patience and understanding as we worked through this matter. If you have any further questions or need additional assistance in the future, please dont hesitate to reach out. Your satisfaction is our top priority.

    Customer Answer

    Date: 12/21/2024

    [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:11/22/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Sent ***** to order a UV lit self-cleaning water bottle with an additional $7.00 warranty in Sept. 24, neither of which were received. No tracking info was ever available until a dispute was initiated through PP, and only info them was that it was delivered!

    Business Response

    Date: 11/25/2024

    Thank you for taking the time to leave your feedback, *****. We are pleased to inform you that the issue has been resolved to your satisfaction. We appreciate your patience and understanding as we worked through this matter. If you have any further questions or need additional assistance in the future, please dont hesitate to reach out. Your satisfaction is our top priority.

    Customer Answer

    Date: 11/26/2024

    [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:11/20/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Ordered 2 UV Brite Water Bottles on August 30, 2024 at a cost of $87.88. Was never issued an order number and the tracking number was invalid. Arrival did finally occur with no help from them by phone or email around the end of September. My most disturbing issue is that they are inoperable. Neither unit will charge. Nothing as per the instructions actually works. No charge is initiated by the unit when plugged into the outlet. They are dead. I just want my money back. They are not even worth returning. What an inferior product and what awful customer service. And of course they deducted my $87.88 the very day I ordered!

    Business Response

    Date: 11/22/2024

    Dear **** Ma'am,

    Good day!

    This is in response to the dispute filed by ************** ******.  We would like to let you know that we have exhausted all efforts to resolve the issue with the customer on our end. Please refer to the following details as well as the attached documentation:

    1. The refund amount of $87.88 was issued on 21/11/2024. (please see attached for the confirmation email sent to him for the refund and the invoice for the amount charged to her for the product ordered)
    2. We only refund the amount of the product returned and Not the shipping fee as this is indicated in our T&Cs (SECTION 23 - RETURNS AND EXCHANGE POLICY) 
    Link to Terms and Conditions: *********************************************************?

    3. We send return instructions to the customer in order to return the product back to us.

    4.We have resolved his concern in accordance to our policies that the customer has agreed with when he accepted the T&Cs as he placed the order.

    Please feel free to let us know if you have any questions.

    Thank you!
    Sapience Group Llc

  • Initial Complaint

    Date:10/31/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Hi, I am livid on 10/28 I ordered a UV Brite thermos within five minutes. I tried to cancel it because somebody purchased one for me. They refused to accept the cancellation and the customer service was absolutely horrendous with zero help. I do not recommend this company and Im going to return the one of the person bought for me as well. The customer service needs extended training.

    Business Response

    Date: 11/01/2024

    Hello ********************** is in response to the complaint filed by Mr. **** ******. We apologize for any inconvenience. We would like to confirm that a full refund of $48.94 has been processed on 11/01/2024. He should see this amount credited to the original mode of payment in the next 5-7 business days.

    We hope this resolution is satisfactory to the customer.


    Kind regards,
    **********************

    Customer Answer

    Date: 11/01/2024

    [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:10/17/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 26Aug24 I ordered two UV-Brit water mugs totaling $63.93 from their website. Received email on 14Sep24 at 4:06pm that Order #******** was shipped and given tracking #YT2425421266013213. I sent an email 0n 14Sep24 at 1:13pm to ****************************** inquiring about the shipment. I received a reply on 14sep24 at 1:13pm that the shipment was on the way and to check the tracking number. I did and found that it was in transit. When it had not arrived by October 8th, I re-checked the tracking number and it showed that the delivery address was "invalid." I went to the website and initiated a 'chat' with what appears to be an automated reply. I sent an email to hello@uv-brite to please find out where the items are and asked that they reply as soon as possible or the order would be cancelled and to refund the amount of $63.93 As of today, October 11, 2024, I have not received a reply. I find it strange that they responded immediately to my inquiry of Sep 14th but they cannot respond as quickly to my last inquiry when I "threatened" with a cancellation. I frankly don't want to deal with companies that behave in this manner. I would send the emails supporting this complaint but not sure how to do it.

    Business Response

    Date: 10/23/2024

    Hello ********************* is in response to the complaint filed by Ms. ****** ****. We apologize for any inconvenience. We would like to confirm that a full refund of $63.93 has been processed on 10/23/2024. She should see this amount credited to the original mode of payment in the next 5-7 business days.

    We hope this resolution is satisfactory to the customer.

     

    Kind regards,

    Sapience Group Llc

    Customer Answer

    Date: 10/23/2024

    [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:10/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Transaction date was May *******. I spent a lot of money to protect my grandchildren from being bitten by mosquitoes, The advertisement made it look like the product was very efficient. There were pictures of multiple dead mosquitoes being poured out of the traps. I bought the traps, thinking how nice it would be this summer to be mosquito free, at least on our deck! The product had to be charged over and over. We did not catch one of the abundant mosquitos and kept getting g bitten over and over. This company is selling a useless fake product by false advertising. The product should be banned before any more people are scammed!

    Business Response

    Date: 10/11/2024

    Dear ********************* is in response to the complaint filed by Ms. **** ******. We apologize for any inconvenience. We are confirming that the requested refund amount of $146.83 has been processed on the 11th of October 2024 and has been credited back to the original mode of payment.

    We hope this resolution is satisfactory to the customer.

    Best regards,

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

  • Initial Complaint

    Date:09/22/2024

    Type:Delivery Issues
    Status:
    Answered
    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 placed an order with them. On 8/27/24 They deducted $129.02 and $39.98 from my bank acct but never delivered my order. I emailed them 3 x. The first said they were on back order and they would be processing my order and sending it. Today is 9/22/24 still have not received it and I told them I wanted my $ back but they totally ignored that request

    Business Response

    Date: 09/23/2024

    Dear ********************* is in response to the complaint filed by Ms. **** ********. We would like to apologize for any inconvenience. Please know that a full refund amounting to $169.00 has been processed on 09/23/2024. The customer should see the refund reflected on her **** card ending in 4007. We hope that the resolution is satisfactory to the customer.

     

    Best regards,

    Sapience Group Llc

  • Initial Complaint

    Date:09/10/2024

    Type:Product Issues
    Status:
    Answered
    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 had purchased a product called Zappify that raved about being able to clear away mosquitoes. When it arrived, I tried it multiple nights to be able to sit on my deck and not be eaten alive with these pests. After using the product for several nights in a row and going in it itching more than the previous night, I had enough!! I would even sit with the product on my lap and watch as the mosquitoes flew around the zappify to bite me. The company has no phone number to contact, so I emailed them. They told me to return the product (at my cost) and they would refund the money (minus some sort of fee). Now Im on disability and dont have a lot of money. I paid almost $60 for this product (not counting the return shipping). I sent it back to them in July and have still not gotten a refund or heard anything from them.

    Business Response

    Date: 09/13/2024

    Dear ********************* is in response to the BBB Complaint filed by Ms. Diana *****. We apologize for any delay on the refund as we were awaiting confirmation from her regarding the items returned.

    We have succesfully processed a full refund of the customer's payment in the amount of $61.93 on 09/13/2024. We hope that this resolution is satisfactory to the customer.

     

    Best regards,

    Sapience Group Llc

  • Initial Complaint

    Date:09/09/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Company refusing to issue refund on order #******** *************************** <***********************>Sun, Sep 1, 7:19PM (4 days ago)to hello Tried to cancel the order once I saw shipping charges, which are way too high, unfortunately, unable to do so. Please cancel the order and refund payment.*************************** UVBrite via notifications.getuvbrite.com Mon, Sep 2, 8:33AM (3 days ago)to me Hi *******,Thank you for getting in touch. Regrettably, we are unable to accommodate order cancellations once they have been placed. Our fulfillment process is highly automated, and it typically commences promptly to ensure efficient and timely delivery. This automated system helps us process orders quickly, but it also means that once an order is in progress, it cannot be canceled. We understand that this may not be the response you were hoping for, and we apologize for any inconvenience this may cause.Thank you for your understanding.Best regards,Customer Service Team

    Business Response

    Date: 09/10/2024

    Dear ********************* is in response to the dispute filed by ******************************. We would like to confirm that the order amount of $43.94 has been refunded on 09/10/2024, although we are still awaiting confirmation from her regarding the return of the product. This amount should be reflected on the customer's ****** account. We hope that this resolution is satisfactory to the customer.

     

    Best regards,

    Sapience Group Llc

Sapience Group LLC is NOT a BBB Accredited Business.

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