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:08/10/2023

  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.

  Product: The Fitness Earbuds (2021 Edition)Product SKU: RBE745-21E-ROS Date of Purchase: 2022-12-09 I bought a pair of Fitness Earbuds in December 2022. In June 2023, the earbuds became unable to pair, one of the ear buds never indicating its connecting. I attempted to reset, delete and re-pair with my device, reset my device, to no avail. On 7/4/23 I filed a claim with *****, with whom I had purchased a protection plan, to get a repair/replacement. ***** advised me that the issue with my product is covered by the manufacturer's limited warranty and to reach out to Raycon Support for repair/replacement.I reached out to ********************************** with this information, at this time still hoping for repair or replacement. I received a Mail Delivery Subsystem Delivery Status Notification (Failure). I messaged them on Instagram and ******** and was told I would receive a response in 3-5 business days. I did not. At this point I don't want anything to do with this company because the support is at best negligible and at worst non-existent. On 8/09/23 I went to the Raycon Return Portal to start the return process as I no longer wanted to repair or replace my device. Once I entered my order information, Rayon gives you the option to receive a store credit or a return to your original payment method. The option to receive a full return to your original payment method is unfortunately unable to be selected, therefore forcing you to take a store credit. I emailed support about this and by some miracle, I actually got a response from their support team albeit automated. This email instructed me to go back to the return portal. I replied to support and am being told I can only receive a replacement not a refund even though their warranty explicitly states "Items purchased from Raycon are covered fully under warranty for any manufacturer defects that arise within the first year of purchase." I want nothing further to do with this company other than my money back.

  Business Response

  Date: 08/10/2023

  To Whom it May ******************** you for reaching out to us regarding ***********************. A few days ago our customer email was temporarily inactive after a spam attack on the email domain, which caused issues both receiving and send emails. ****************** order is no longer eligible to be returned for a refund as her order is well past our 30-Day Satisfaction Guarantee period. However it is still eligible under our **************** Warranty, fully covers any of manufacturer's defects, and she is welcome to file a claim to exchange her earbuds for a new pair as a replacement or for credit to use to purchase a different model as a replacement. These are stated policies that we make readily available and provide guidance  for on our website (see links below and screenshots from our FAQ page on both our return and warranty policies) and we have made no attempt to deny her warranty coverage. What ************** is requesting would be to return more than five months past our stated return period.

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

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

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

  We hope after review that you close this case in our favor.

  Thank you,
  Raycon, Inc.
  
  

  Customer Answer

  Date: 08/16/2023

  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.
  
  I suppose all I can do is request a replacement. It seems shady to only allow replacements for defects that arise within the first year of purchase. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 headphones from this company for my wife and I about 3 months ago. The battery on my headphones went from 8 hour life to ********************************************************************************************* a cash refund. I chose the gift card and was intending to purchase a more exspensive series from them. For 3 weeks we have been back and forth with emails because they have no service number to call. They "sent" me a gift card 3 times and I never recieved it. I would just like to have a full cash refund so I can purchase headphones from Amazon. The raycon customer service is a scam. They scammed me out of my old headphones and a refund and refuse to pay me.

• Initial Complaint

  Date:08/04/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  On Sunday, July 31st, my Raycon case woke me up at 6:30am by exploding in my hand. My palm and bedsheets were burned. *** sent three emails since Sunday asking for someone to please reach out to me regarding this matter, no one has responded. I also reached out to them on their official FB page, still no response. I'm not asking for much, here.

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 set of Raycon's everyday earbuds (older model) at a fair price. I had a previous pair that I damaged and wanted to get a replacement. I also ordered another pair a few months later. I began to have an issue with the 1st set, the volume on one side was too low. I reached out to Raycon support via email and received a prompt response with some trouble shooting tips. They did not resolve the issue. I requested a replacement set via our email chain and was directed to initiate a warranty claim through the site. I did but only had the option to get a refund of my purchase price or accept a store credit with an additional $ amount added to it to upgrade to a new set. I only wanted a replacement for the defective set. I reached out through the email chain again and was advised I was escalated for someone to reach out.After two weeks I received an email advising me that I was not eligible for a replacement under warranty because I purchased the older model (nowhere in the offer did it say that about warranty) and they had none available. I attempted to initiate a refund but the website would not accept my selection for a refund of original purchase price. I reached out to the "ESCALATED" representative via email again but to date no response. Now the second set that I purchased are not working. I need someone to assist me with getting my refunds on both pair so I can search for something new since they do not want to honor a replacement under the warranty. I purchased because they were a good price and I don't think that requiring me to purchase a more expensive set for a warranty issue is appropriate. I am only saying this as the selection for a refund will not work, only the extra credit to purchase something else selection button actually links up. Most companies offer equal or greater value item if they cannot honor warranty of same kind replacement. I really liked the sound quality and fit. This is a disappointment, I just want to move on.

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My earbuds that I purchased back in **** aren't functioning properly. When purchased each bud would last almost 6 hrs, but now I have to swap out every couple hours. I have been trying to get this resolved with the company for about two weeks now. It took them about a week and three emails later for an initial response. Now that I've been trying to follow up for about a week to no avail it's saying their email address is invalid. I went to the website to check the address, and it is correct. I need help getting a replacement this is my second time purchasing these ear buds because I really like them. They just seem not to have any longevity so I would like a replacement instead of purchasing a third pair.

• 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.

  I purchased The Everyday Earbuds on 11/26/22 from Amazon (see screen shot for further details). I was initially very happy with the earbuds but after 6 months, the right earbud stopped charging/won't hold a charge. I emailed the company ************************************ on 6/14/23 and have not yet received a response. I emailed again on 6/22/23 and still no response. I would appreciate an email response in helping remedy this situation; ideally, I'd like a replacement. Am I covered by their **************** Warranty since the product was purchased through a 3rd party authorized retailer? If so, I'd like instructions on how to file a claim online. It's unfortunate that I need to file a claim on BBB to get a response, but they have left no other option.

  Customer Answer

  Date: 06/28/2023

  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:06/28/2023

  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 purchased the everyday earbuds on May 5/23 and thought everything would out, spoiler it hasn't. Didn't get the buds until May 22/23 but I live in ****** so to be expected with shipping. I started using them right away and they were exactly what I expected from cheaper buds, decent quality with a few features but not amazing with all the features. Regardless, on June 21/23 I started having issues with the left side audio sounding like it was skipping but the right one was fine so I messaged support and originally seemed great, I had a reply within 30 minutes of my request. I thought, great! This should be resolved in no time! After that reply, I have not received any contact from Raycon. Her response informed me to reset my buds but I had a question on how to complete this which went unanswered, the next day I figured I would just submit the return since they weren't responding but then I was outside my return window which I admittedly didn't check the first day thinking the issue would just get resolved as I really was enjoying the buds. At this point I sent follow up emails regarding this for multiple days but with no response regardless of what was mentioned, even after informing them I would write this review. Then I tried to reach them with another email and I still have yet to hear back on that email either, they did inform 1-3 business days and it's only been 1 at the time of writing but the first request hasn't had response since June 21/23. At this point I want nothing to do with the company and just want to return the product for a full refund. I'm sorry it had to come to this.

  Customer Answer

  Date: 06/30/2023

  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:06/27/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 two sets of Everyday Earbuds, one black and one rose gold, from Raycon global's website on June 6, 2023 in the amount of $146.19. On June 12, 2023, I received a shipment from Raycon that only contained an empty black earbud case, that is it. I emailed ********************************** immediately. Late on 6/12, I received an email from Raycon asking me to send pictures and then they would send a pair of earbuds to an address that was not mine. I quickly emailed again stating that I did not receive TWO sets of earbuds and to send them to my home address, not the one Raycon typed in the email that belonged to someone else. Since then, I have received no earbuds or no responses. I have sent messages to their support on ******** messenger, Instagram DMs, and have emailed them 7 times with the order number and photos. No response except automated messages that state to email their support to get a 1-2 response. Not true. I have also tried to find customer service phone numbers but have had no luck. At this point, I just want my $146.19 refunded to my bank account. Order Number *******. Thank you so much for your help.

  Customer Answer

  Date: 07/21/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Raycon, Inc. regarding complaint ID ********.

  I have tried to email the or support but my address has been blocked by Raycon. 
  Please help me get my refund of $146.19. This was a lot of money for us to just give away.
  
  Sincerely,
  
  ***************************

  
  

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 product through their Raycon website. As it was being processed/shipped i requested for them to cancel and return the items back to the sender. They successfully returned all of the appointed items to the shipper (Raycon). I have not got to see or touch the items so there is no way i can tamper with their products that can lead me to a denial of a refund. My returned orders have been delivered and its been a few days since then. I have not received any type of compensation or message that indicates my refund is on the way. I gave the company money and they have yet to give it back.

• Initial Complaint

  Date:06/05/2023

  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.

  Earbuds do not charge. I filed a complaint with Raycon; they exchanged. New earbuds do not charge again. I contacted them for return for refund instructions....no reply after repeated emails. There is no customer service phone numbers. Earbuds were approximately $102.00 I would like a refund and finally be done with this company

  Customer Answer

  Date: 06/30/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Raycon, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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