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:08/09/2023

  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 made a purchase for this product for a new move, but they failed to process my order and just took my money until I followed up because it was taking way too long. Upon reaching out they made me verify that I made the purchase and then finally shipped out the product. When it finally arrived it was too late and I no longer wanted to go with this brand. Upon making a return I am being asked to pay a restocking fee, even tho there was over a 2-week delay on their end to get me the product I paid for, which is brand new, and now they are refusing to take back the items that I no longer have a need for. I just want to return the items and never deal with this brand again. Truly wish things worked out differently or they had a better method for communication since most of my emails seem to go unanswered and seems that they are trying to wait out the return period to avoid refunding me. very shady company with abhorrent business practices.

  Business Response

  Date: 08/31/2023

  Hi there,
  
  Hope you are doing well today. We sincerely apologize for any inconvenience you've experienced with our customer support team.
  
  Thank you for bringing up the points of concern in your message and allowing us to clarify some aspects of the order process and our policies.
  
  As you may be aware, our immediate charging process upon checkout is a standard procedure in the e-commerce industry. This practice ensures that orders can be processed promptly and that products can be reserved for our valued customers. In addition, we take the security of our customers' orders seriously, particularly when dealing with high-value purchases. The verification step is in place to safeguard against fraudulent activities, which unfortunately have become a common issue in the online retail world. We understand that this additional step might have caused some delay, and we appreciate your patience during this verification process.
  
  Upon review, we confirmed that your order was shipped within the promised timeframe. We always strive to meet our customers' expectations in terms of delivery timelines. However, your post-shipping return inquiry raised concerns due to its unusual nature given that you ordered 10 different items. It's worth mentioning that a significant number of items returned immediately after shipment could raise concerns of fraudulent activity. Our intention is to maintain the integrity of the customer experience for all our users.
  
  Ultimately, our refund and return policies are communicated and readily available at every stage of the checkout process where it implies the restocking fees that are a standard industry practice to cover the costs associated with handling and processing returns.
  
  We deeply regret any confusion or dissatisfaction you've encountered during this process. Hope this helps clarify.
  
  Let us know if you need help with anything else.
  
  Thank you,
  TUSHY

  Customer Answer

  Date: 09/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Yes, I did order 10 items and as you stated there was a delay and although it was eventually delivered the whole experience was not up to my expectations and I wanted to return it as it was allowed as your company states but you refused to do so.
  

  I was trying to avoid the restock fee since you stated my order was delayed due to payment verification concerns but once that was addressed it was delivered, albeit not at the date I had originally coordinated. I just want to be rid of these products and not deal with the company at all. Wanted to give a new company a try and support new business but in this instance it came to bite me in the rear (and not clean my rear) bidet pun. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair 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.

  Bought 2 hello tushy bidets. Because of waiting for the home to be built, we were outside the return window when we discovered that the design of the bidets causes water to splash out onto the wall next to the toilet. When contacting the company, they wanted a video to show them what was happening - which was very inappropriate. They are refusing to take back the bidets because it is outside of the return window - apparently it does not matter to them that the product does not work as it is advertised and damages the wall in the process.

  Business Response

  Date: 06/28/2023

  Hi ******,
  
  Hope you are doing well today. We appreciate your time in writing this feedback. We are sorry to hear about your experience. We hope we can address this in the best possible way.
  
  Unfortunately, we won't be able to process a return if an order has passed the 60-day window. You can find our return policy here: *************************
  
  Regarding your installation issue, we understand if you may find it inappropriate but this will help our support team better able to diagnose the problem and provide you with a fast and super simple solution with a visual.
  
  Just send them an email or initiate a chat through our website and they will be glad to help.
  
  Should you require further assistance, feel free to contact us directly at ************************************************* or initiate a chat through our website.
  
  Thank you,
  TUSHY

  Customer Answer

  Date: 06/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  Ive already attempted contact through the company website, thats why Im going through the BBB. It has nothing to do with the return window - its a matter of the product not working as advertised and causing further damage to my home. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business Response

  Date: 07/19/2023

  Hi ******,
  
  Hope you are doing well today.
  
  Given your trouble, we will refund you via Paypal, but will not ask you to send it back.
  
  You may share your TUSHY with a friend, family member, or local organization if possible. Maybe they will be able to use it and be ushered into a state of booty bliss!
  
  Please provide your PayPal email address so we can make this happen.

  Customer Answer

  Date: 07/20/2023

  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 and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ****** ***********
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:06/26/2023

  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.

  Slow shipping, ships in numerous different parts/shipments and takes awhile. Once products are received, you'll find they accept almost no returns on anything. They won't notify you until you purchase and try to return and just don't even help via customer service.

  Customer Answer

  Date: 06/26/2023

  *******************************, want a refund for the products which they're refusing to allow returns on, they're literally brand new in the box.

  Business Response

  Date: 06/28/2023

  Hi *****,
  
  Hope you are doing well today. Thank you for taking the time to provide us with your feedback. We hope we can address this in the best possible way.
  
  Regarding your order, please note that we sometimes divide shipments into separate packages based on the number of items you ordered. While our goal is to deliver everything together, we occasionally utilize multiple warehouses to expedite the shipping process and get your items to you as quickly as possible. This is a common practice in the e-commerce industry.
  
  Sorry if you may have missed it but the link to our return policy is displayed on all the pages of our website including the stages of our checkout process. I know this isn't the information that you'd like to hear but the item you purchase is ineligible for return and specifically called out in our return policy.
  
  We understand that it may not be the news you were hoping for, but the specific item you purchased is ineligible for return as outlined in our return policy. The link is displayed on all pages of our website, including throughout the checkout process. You can also find it here: *************************
  
  Delivering exceptional customer service is important to us. So we'll be sure that our team will thoroughly review your interaction with our support team to ensure we provide a positive experience moving forward.
  
  Should you require further assistance, feel free to contact us directly at ************************************************* or initiate a chat through our website.
  Thank you,
  TUSHY

  Customer Answer

  Date: 06/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You should have it show as 'final sale' when checking out. Nobody is going to go through every single page you have on your website to make sure everything can be returned in the event it neesds to be. Your website and email ads always plasted "easy returns" yet it's not easy because you can't return 99% of your products.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***
  
  
  
  
   
  

• Initial Complaint

  Date:05/04/2023

  Type:Product 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.

  I bought a tushy online and tried to cancel a few hrs later when I realized I was charged in USD instead of CAD, making the bidet much more expensive than I thought. You can only email to cancel, there is no other option. Didnt receive a response until the next day saying it was too late. The warehouse will not allow them to cancel, even though I attempted to cancel just hrs after the purchase. I went back and forth, trying to find a solution. I scheduled a call with a supervisor, they NEVER called. Its been days and the bidet has not shipped, so its just been sitting in a warehouse, yet its too late to cancel the order? I will now (my best offer from Tushy) wait until it ships and arrives, wasting time, money, gas, and other resources in the company. When I receive the item I must start another process to send it back, once again wasting time, resources, and money on both sides, and still end up paying for shipping that hasnt happened yet. I tried to go through the company to resolve this, but they actually just never showed for the call. I am being charged for their inability to organize the cancellation. Not receiving the call has just prolonged a solution and I suspect that is a shady tactic.

  Customer Answer

  Date: 05/04/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/17/2023

  Type:Customer Service 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.

  I ordered a $400 Tushy ACE (bidet) and received a clearly USED product, the seat was filthy, there was water left in the internal plumbing of the seat as the seat is clearly all wet and has a musty smell. Mind you there are electric heaters, fans, and motors inside that i can no longer guarantee are in a safe working order. This is unacceptable from both a hygiene as well as safety perspective. (not to mention a $400 price tag)

  Customer Answer

  Date: 03/18/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/05/2023

  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.

  We purchased two bidets September 5, 2022 in the amount of $147.23. We did not like them. Emailed company several times and got the run around. Did the return form online. Still heard nothing. We denied charge on credit card. They lied to bank and got it reversed. They then finally contacted us. They finally sent return label. We returned them December 5, 2022 and have heard nothing, ************ is terrible and has over 25 similar complaints. Never ever purchase from them.

  Business Response

  Date: 01/06/2023

  Hi there, 

   

  Thanks so much for reaching out about this and we're sorry to hear your experience with us was less than stellar. Upon checking this order, it looks like there was a chargeback submitted on this account on November 20, 2022. Please note that chargeback disputes can take up to 75 business days for the bank to come to a resolution. Our system does now allow us to issue refunds during this time. If you would like to expedite the refund on your return, please contact your bank to lift the dispute in order for us to refund you for your order. If you have any other questions or concerns, please feel free to email us at *************************************************. 

   

  Warmly,

  TUSHY Team

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved This is not true...we have been charged back...you have been paid...we have returned the merchandise..we would like our refund. Continual run around with this company. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 04/06/2023

  Hi *****!

   

  Thanks so much for reaching out. We were waiting for the chargeback that was submitted to resolve since the platform does not allow us to issue refunds while chargebacks are pending. Upon checking, the chargeback has now been resolved and we have issued you your refund. Please let me know if there's anything else we can do for you! Take care and be well.

• Initial Complaint

  Date:01/04/2023

  Type:Customer Service 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.

  Tried to cancel my order within 5 minutes of placing it because I selected the wrong shipping, but there is no number to call or update your order, so you must email customer service who by the time they got back to me the item had already conveniently started to be processed making my order ineligible for cancellation. Thus, I must pay a 10%restocking fee for an item I didnt need in the first place.

  Business Response

  Date: 01/12/2023

  Hi there!

   

  Thanks so much for reaching out and we're so sorry to hear you had a less than ****************** with us. It looks like one of our team members have already assisted you with us issue, but please feel free reach out to us if you have any other questions or concerns! 

   

  Warmly,

  TUSHY Team

  Customer Answer

  Date: 01/13/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/23/2022

  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 made a purchase of a "TUSHY Classic 3.0" along with a "Skirted Toilet Kit for 3/8" Connections" on Sep 12. I was notified by **** that it had been delivered on Sep 21st early in the day. However when I went to pickup the package from the Luxer lockers, it was not there. 24 hours later, I contacted Tushy and they refused to help for an additional 5 days because "it might arrive" is what I was told and refused to send a replacement or issue a refund. I understand that the package not arriving may not be Tushy's fault but its fairly absurd to then refuse to help the customer when making a complaint.

  Business Response

  Date: 10/08/2022

  Hi ********, 

   

  Thanks so much for raising this concern with us. If you still did not receive your order, please reach back out to us and we'll be happy to reship your order as it's been past 14 days since your order has been shipped. Please email us at ************************************************* with your order number and we'll gladly get you taken care of. 

   

  Warmly,

  TUSHY Team