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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.
  • 31 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:08/27/2024

    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.
    Purchased 3 bug zappers from this company. Tried one and it did not work as advertised. Returned all products to seller. Have not received a refund. Seller offered to refund 40% of original purchase price. I declined and sent the product back via ***** Tracking number for return: 9505 5139 0909 4219 1458 12. Product was sent on 8/6/2024 and received on 8/7/2024. Have tried several times to contact seller but have gotten no response. Simply want my money back.Product Cost: *****, Convenience Levy: 4.99, S&H: *****, Total Cost: ****** Cost to ship back: *****.

    Business Response

    Date: 08/28/2024

    Dear ******************* would like to confirm that the concern of the customer has been resolved as the refund amount if $121.83 has been processed on 08/28/2024.

    We apologize for any inconvenience.

     

    Best regards,

    Sapience Group Llc

    Customer Answer

    Date: 09/03/2024

    [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:08/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 their grossly and falsely advertised mosquito killer on 4/2/24 for $48.94.I waited awhile for mosquito season to arrive and when I put it to use, it caught nothing!Not one mosquito, did absolutely nothing!I was taken!On BBB found many same complaints about this company!All were taken!I would like BBB to pursue my case and be reimbursed for this outrageous scam job they are getting away with.Would appreciate your cooperation in this matter.Thank you!

  • Initial Complaint

    Date:08/22/2024

    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.
    I went on UV Brite site to look at a UV canister, I decided to buy one, & advanced to Pay Pal. I did not select a color, I did not submit any information. The Pay Pal sight was thinking so, I walked away & closed the computer. I live & was alone. I later received an email confirming the purchase of 5 canisters along w/ a shipping price of $44.75. (Shipping was advertised as Free for orders $50+). Everything all together priced $149.74. This mystery transaction took place on 8-6-24. I called right away & was rudely handled & told my order was processed and on the truck. I tried desperately to cancel. Again treated very badly. I called pay ******** credit card in attempts to cancel, but they only opened investigation tickets. I received the cups from Sapience Group llc on 8-18-24. I live in ************** are located in **********. 12 days & $45 in shipping? Anyways I have mailed them back the canisters & have requested a full refund minus the $13 out of pocket I had to spend on return shipping. This whole thing is absurd & I feel violated. ******************** I tried to attach their statement about free shipping for $50 + but the site stated the files were too large.The returning tracking number to:Sapience Group LLC via **** is :9534 6136 0306 4234 0226 49 UV Brite order # is ******** Thank you for your time.

    Business Response

    Date: 08/26/2024

    Dear ********************** style="font-size: 0.875rem;">This in in response to the complaint filed by Ms. ***************************. We apologize for any inconvenience she has experienced. We would like to confirm that we have processed a refund for the amount of $149.74 back to her ****** account on 08/26/2024.

    Please let us know if there's anything else we can assist her with.

     

    Best regards,

    Sapience Group Llc

     

     

    Customer Answer

    Date: 08/26/2024

    [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:07/10/2024

    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 bought a bug zapper that doesn't kill bugs. I tried it 10 times, in areas with lots of flies, mosquitoes, and other flying insects, and it didn't kill 1 single bug.I emailed the company, they replied saying they'd give 30% back. I replied that would be okay, in the same thread/chain of emails.They didn't respond in/from that thread of emails, but they sent an entire new email saying that I never responded, and that they were going to close out the complaint ticket. Also, in 2 different emails where I responded to them, I told them I am sending the bug zapper back, and now I want a complete refund. And the last time I tried to use the zapper, a small plastic part that moves to create a place to hang the zapper broke off. And the bottom of the zapper is supposed to unscrew to remove dead bugs (doesn't kill them), but I've tried and tried and tried to remove it with no success.

    Business Response

    Date: 07/24/2024

    Dear Sir/Ma'am,

    Good **************** is in response to the complaint received from ********************************. We confirm that we have addressed his concern with the following actions:

    1. A response to his email was sent on 07/11/2024, providing him with complete return instructions as requested.
    2. A full refund of $53.93 was issued on 07/11/2024, to the customer's account. 

    Should you require any additional information, please feel free to let us know.

    Best regards,

  • Initial Complaint

    Date:07/09/2024

    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.
    Order the MyZappify on July 8th 2024. I checked my bank account the next day, and there were 2 different transactions, I only order 1 Zappify but they took 2 different cash amounts for only 1 Zappify. They took $53.93 and then they took $29.99 for a total amount of $83.92. I tried to contact them and request a refund but they did not list a phone number all they listed was an email address. I sent them a message requesting a refund, they wanted my debit card number and they tried to take an additional $52.00. My bank stopped this transaction and marked it as fraud. I just want my total amount of $83.92 and to let everyone know that this is a scam.

    Business Response

    Date: 07/23/2024

    Dear ***/Ma'am,

    This is in response to the complaint filed by Ms. ****************************** We would like to confirm that her concerns have been resolved on our end:

    1. The price for one Zappify unit is $53.93. The additional unit, which comes with the offer, is $10 less and does not include shipping. Therefore, the total for both units is $83.92. The full amount was refunded to the customer's account on July 24th, 2024. Please see the attached transaction details.
    2. A response to her email was sent on July 24th, 2024, providing her with complete return instructions as per her request.
    3. Please refer to the attached file for the processed refund and confirmation of the reshipment.

    Should you require any additional information, please let us know.

    Thank you,

    Sapience Group LLC

  • Initial Complaint

    Date:07/08/2024

    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.
    From: ******************** To: "**********************************"Cc: "********************"Sent: Friday June 21 2024 11:03:04AM Subject: RETURNS Dear Sir,I purchased 3 of your Zappify Pro 3 on 5/21/24 order # ******** by Pay Pal for $116.84 w/o Tax.The shipping date on the Pkg. is also 5/21/24.I am not satisfied with the product and want to return all 3 of them.However, when I paid for the order through Pay Pal (which I noted has my correct address:************************************,) you however sent it to my old address:********************************** which therefore delayed my receiving it for a week or so.I however, contacted you immediately of that error on your part but was told that it had already shipped and could not be changed.I had to contact the new owners of my old house to contact me when they arrived. I am elderly and was not able get someone to pick them up for me until 6/5/24.I sent you an email first on 6/17, again on 6/20 and now again on 6/21 BUT have not heard back from you. I have them packaged in their original packing and are ready to be mailed.Because of my recent move my emails have changed format and I cannot get the receipt I am assuming you sent to me, if that is required.Waiting to hear from you and thank you for your soon reply,************************

    Business Response

    Date: 07/11/2024

    Dear Sir/Ma'am,

    This is in response to the complaint filed but Loy *******.

    1. We would like to confirm that the amount paid for the order #******** which is $116.84 in total has been refunded on 07/11/2024.

    2. We would like to apologize for any inconvenience and encourage the customer to continue communicating with us through our email ********************************** for any further assistance needed.

     

    Best regards,

    Sapience Group Llc

  • Initial Complaint

    Date:07/08/2024

    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.
    07/08/2024 The website is designed to send customers down a one-way path where an order is placed without a clear opportunity for customer to confirm the order. **************** contact information is hard to get to and when reached, responses are automated. When we finally were able to speak to someone in person to request cancellation of the order, the response was that because all transactions are automated, they were unable to cancel the order. They were unable to cancel an order placed less than 12 hours prior, even though we had not yet been provided with a receipt, an order number or shipping information.

    Business Response

    Date: 07/09/2024

    Dear Sir/Ma'am,

    Good **************** is in response to the complaint received from Mr. ********************** We confirm that we have addressed his concern with the following actions:

    1. A response to his email was sent today, 07/09/2024, providing him with complete return instructions as requested.
    2.  A full refund of $53.93 was issued today, 07/09/2024, to the customer's account.

    Should you require any additional information, please feel free to let us know.

    Best regards

    Sapience Group LLC

  • Initial Complaint

    Date:07/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 1 of their products the Zappify Pro. It does not work at all. There is NO way that their reviews are real on their site. I emailed asking how to return the product. They emailed back and offered 30% of the purchase price and avoid the hassle of returning the item. I said that I felt $12 back for a $40 purchase that didn't work was unacceptable. They then came back with a 40% offer. I let them know I was not satisfied. Then it was just a sorry we can't help you as it's more than 30 days. Their website states 100% Satisfaction Guaranteed. Apparently that isn't the case.

  • Initial Complaint

    Date:07/02/2024

    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.
    Bought this item the Zappify 2.0 in April. Used it a few times to take control of the mosquitos. It stopped working a few weeks later and I asked for a replacement and was told no. Then requested my money back though a conversation on PayPal. They keep giving run around and will not resolve my issue. This is bad business practice, and I am not the only one. I see plenty of other complaints here as well about this company.

    Business Response

    Date: 07/03/2024

    Dear Sir/Ma'am,


    Good *************** is in response to the complaint received from Mister **************************** We are confirming that we have received and resolved her concern on our end with the following actions.

    1. Refund has been process for the total amount of the product ( $48.94 USD) on 07/03/2024. 

    2. No further actions would be requested for this customer. 

    Thank you in advance! 

    Best Regards, 

    Sapience Group


    Customer Answer

    Date: 07/04/2024

    [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:07/01/2024

    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.
    May 8 2024 its a bug zapper that does not work as a bug zapper tying to return items but not getting anything back from the emails

    Business Response

    Date: 07/22/2024

    Good day!

    This is in response to the dispute filed by ***************************************** We would like to inform you that his concern has been resolved on our end. Please see the details as follows:

    1. We initially offered a refund amount of 40% on July 5th, 2024, totaling $47.99, which was accepted by the customer. The customer had previously agreed to keep the equipment and only receive a 40% refund.
    2. We proceeded to issue the remainder of the missing refund on, July 12th, 2024, for the total amount of $107.00.
    3. A response to his email has been sent on, July 12th, 2024, providing details about his refund status and return instructions so he can send the product back to us.

    Should you have any further questions, please do not hesitate to contact us.

    Thank you for your attention to this matter.

    Thank you!

    Sapience Group LLC

    Customer Answer

    Date: 07/22/2024

    [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,

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

Sapience Group LLC is NOT a BBB Accredited Business.

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