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Business Profile

Infrared Equipment

Joovv, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Infrared Equipment.

Complaints

Customer Complaints Summary

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

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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 type

  • Initial Complaint

    Date:05/30/2024

    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 purchased a Joovv red light on April 26th for $1049. I didn't like the product as much as I had hoped so I returned it to the company. They processed my refund but subtracted $175 because "the stand was damaged."

    However, everything I sent back was in perfect condition.

    They sent me photos of the "damage" but each photo clearly showed a different amount of damage and it was obvious that these photos were of very different stands.

    I've gone back and forth with Stuart, the Operations Manager... And he refusese to acknowledge the discrepency and frankly, very blatant lie.

    The shipping box was originally sent to me crushed and damaged but the contents were still in good condition.
    I also paid over $100 just to ship the item back to Joovv.

    I'll include photos of the emails and photos of the stand.

    Business Response

    Date: 05/31/2024

    On May 28th, our team contact the customer to inform them we had received his return and conducted our standard inspection of the device and accessories. During the inspection, we noted the stand for the device had excessive scratches and was no longer in like-new condition, which is a clear requirement in our return policy. This policy was provided to the customer prior to purchase and again during the return request. Our team thoroughly documented the inspection and provided the customer with an explanation and photo's of his stand, including the unique serial number of his stand. All photos taken are of the same stand. As the device was not damaged, we made an exception to do a partial return. The cost of the stand was deducted from the total refund and the customer has the option for the stand to be shipped back to him, as we cannot accept it, per our return policy. -Team Joovv

    Customer Answer

    Date: 05/31/2024



    Complaint: ********



    I am rejecting this response because:

    Joovv states that the stand was returned with scratches. Yet I'm still waiting for an explanation as to why the photos that they sent of the alleged damage are obviously VERY different stands. I hope someone from the BBB will look at the photos I attached in my initial response. Each photo that Joovv sent has a different sized scratch, in a different location. 

    I've asked for an explanation multiple times and the Ops Manager, Stuart, refuses to give a valid response. And it seems as though this lack of tangible response is being continued via this BBB chat.

    I'm blown away at the level of carelessness going on here, and just blatant lies. 

    Someone please explain to me how these photos with different amounts of damage located in different areas of the stand are the same photo. I will attach it again to this message.



    Sincerely,



    **** ******

    Business Response

    Date: 06/03/2024

    Our team carefully evaluated the return and documented the damage found on the customers device stand. An exception was made to receive a partial return, however the stand itself is non-returnable due to the extensive damage. The customer is claiming the stand is different in each photo, however it is clearly the same stand in all the photos, which I have already provided in my previous response. This has also been addressed with the customer, as we have reassured him the stand in the photo's is in fact his and also provided a photo of the serial number, which matches his order information. All of this has been communicated and completed in accordance to the return policy, which was available to the customer before his purchase was placed. 

    -Team Joovv

    Customer Answer

    Date: 06/04/2024



    Complaint: ********



    I am rejecting this response because:

    Please explain to me in detail how the photos that you provided are of the SAME stand. Each photo shows damage in a different area.

    In one photo, the damage is a small line in the corner. In another, the damage is two lines running the almost the full length of the stand, in another it's one line on the other side of the stand. I have confirmed with my business partner that each of these are different.

    I've attached one more photo with red cirlces showing each of the different amounts of damage. 

    The fact that you're STILL denying this is absolutely mind-bending. Just admit that you're continuing to lie about this or I will have no choice but to go public and expose this entire ongoing conversation.

    Either that, or we can amicably end this - and you can process the rest of my refund.




    Sincerely,



    **** ******

    Customer Answer

    Date: 06/05/2024

    I do not have a photo with the tag or serial number. I can assume that the photo that Joovv sent that shows the serial number is the correct one. However that specific photo does not show any damage to the unit.
    All other photos show damage, but different amounts of damage in different places. 
    The stand I sent back was in pristine condition, with no marks or damages.

    Business Response

    Date: 06/05/2024

    The customer was provided a photo with the serial number, along with all the additional photo's of his stand, showing the damage. The customer included the photo of the serial number as part of his screenshots, further proof this was provided. All of this was provided in clear transparency. As the stand is damaged and no longer in like-new condition, we're unable to accept it as a return, per our policy. The stand was returned to us, immediately inspected and the damage was documented. Our team communicated this to the customer, shared the documented photos, along with an explanation of the rejected return, per the return policy he had already been provided. 

    -Team Joovv

    Customer Answer

    Date: 06/05/2024



    Complaint: ********



    I am rejecting this response because:

    I never provided a photo of my stand with the serial number.

    Again, my initial and only question has not been answered. The photos that Joovv has provided as "evidence" clearly show different amounts of damage across multiple photos. One has a small scratch in the corner, the other has a long scratch across the whole thing, another has two small scratches in the other corner. The fact that you continue this blatant lie (or oversight) is mindblowing to me.

    I honstly don't even care about the $175, this is truly about principle that your company is continuing to extend this without actually looking into it.

    Please respond with an ACTUAL explanation as to why the photos are different, I've included the screenshot again with this message. And please do not respond with the same canned respons that you've sent in the last few messages.




    Sincerely,



    **** ******

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