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Business Profile

Adult Novelties

Broz, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Adult Novelties.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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:01/09/2023

    Type:Product 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.
    On 10/25/22, I powered the *** 3 device I purchased for $188.99 on 10/18/22 and noticed that the product advertised as "quiet" was in fact loud. I wrote BROZ **** dba LELO **** (hereinafter BROZ) asking for to return the defective product for a refund. Under product details at www.lelo.com/ora-3, there is a warranty tab, which fails to (1) disclose limitations regarding the return and refund of opened, defective products, or (2) include a link to BROZs full warranty. And there is a manual tab that includes a link to the manual, but the manual also fails to provide the full terms of the warranty or a specific website where the consumer can find the full warranty terms. In addition, BROZs main menu fails to include a link to its warranty and using BROZs search engine to search for warranty fails to return any results. BROZ failed to satisfy the requirements set forth in 15 U.S. Code 2302(a) and 2302(b).After scouring the web for BROZs inconspicuous full warranty terms and conditions, the consumer determined that BROZs exchange/return policy is not the only terms and conditions that are unclear. Indeed, BROZs return and exchange policy states, opened pleasure objects may only be returned under warranty ONLY if they are malfunctioning. BROZs return/exchange policy fails to unequivocally state that malfunctioning products must be replaced rather than returned and refunded. The only time BROZ states we cannot accept returns for refund regarding a defective product is in its email of October 26, 2022, which was in response to my email requesting to return the defective product for a refund. Moreover, BROZs warranty states, we dont offer a refund clause. What does that mean? Rather than offering a refund clause, BROZ considers refunds on a case-by-case basis? BROZs warranty fails to unequivocally state that BROZ will not make a refund for a defective product which must be opened to discover the defect, within 14 days of receipt.

    Customer Answer

    Date: 01/10/2023

    BBB: Please provide the website where you made your purchase from, the phone and email address you have for the company.

    Consumer: The website is ********************************;The name, address, and phone number was retrieved from the packaging as seen in the attached Exhibit 13. 

     

Broz, Inc. is NOT a BBB Accredited Business.

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