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:08/22/2023

  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.

  I placed an order for a phone and promptly received a confirmation email and saw the money (400ish dollars) leave my account very quickly.The confirmation email said I'd receive a second email when the phone was shipped.I waited 20 days for that email, and got several emails telling me that they'd hurry up.The email never came, and instead I got an email saying that the phone I ordered was discontinued.I asked for a full refund, and they said they'd send it within a few hours.That was yesterday.When I FIRST STARTED LOOKING for a new phone, my situation was fairly desperate and I needed a new phone urgently due to work scheduling issues and battery life problems.Wellbots screwed me, plain and simple, and I'm still waiting for my money back.I have to be careful with what I say, because the emotions that this has caused me are VERY difficult to process.Since ordering the phone, I've had my current phone barely clinging to life so that I can continue holding down a job, and wellbots is still just sitting around with my money as of the time of writing.I don't know if it's illegal, but it's definitely wrong.

  

  Business Response

  Date: 08/23/2023

  Hi there,
  

  We are sorry that you did not enjoy your experience at Wellbots, and your feedback helps us to improve our service. As far as your order is concerned, we have always done our best to keep you informed of the status of your order. We immediately offered you an alternative when we learned that your product was out of stock. You finally asked for a refund, and we cancelled your order. This refund may take a little time, since as you know,money transfers are very secure.
  We'll take your comments into account even though we have always been responsive to your request.
  

  Kind regards,
  The Wellbots Team

• Initial Complaint

  Date:08/08/2023

  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.

  May30,2023 I ordered EcoFlowA/C and Battery cost $1588.I got battery in3 days and A/C 7days later.I tested immediately found out the battery was defective ,reported to Wellbots *** which took them7days to get the return label.They promised to send the new one ASAP but took them 10days to have the battery back,I called EcoFlow *** which got the answer nothing they can do because the company had sold to Wellbots but they can give me warranty of rebuild unit. I decided to return all units in28 days because I paid for new products and all the trouble I got.Wellbots sent refund notification on 7/26/23deducted$ 261but my bank account never showed.I called 2times .No response.

  

  Business Response

  Date: 08/23/2023

  Hi, 

  We managed your request as quickly as we could and you have been refunded for some time now. We applied the 15% fee because your product was working fine when we received it, so it felt in the "buyer's remorse" category.

  All the best, 

  The Wellbots Team

• Initial Complaint

  Date:05/17/2023

  Type:Delivery 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.

  Placed an order Sunday may 14th at ****pm. Sent an email to cancel my order within 40minutes on may 15th 1230am to cancel order# *****. Did not get a reply until about 10:20am on may 15th saying they will contact the warehouse to make sure item has not shipped and cancellation can begin. Its been three days and I have no update. Am I to understand that within 40 minutes of my order that the warehouse was able to package my item and create a label and ship? Not to mention that its the third day now and there is no other emails from wellbots. No emails about anything. I know it has not been shipped since I have no emails with shipment. Reading other complaints about cancellations, it seems they wait it out and still ship the item to you. I dont understand this business logic. I sent a cancellation email within 40 minutes. Your customer representative said they will try to contact the warehouse to cancel after 10 hours. No email confirming that it was cancelled or anything else. Why even try to ship an item if the customer is trying to cancel before item gets shipped ? Please cancel my order *****.

  Customer Answer

  Date: 05/18/2023

  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:05/15/2023

  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 recently bought a cyc bike motor from wellbots. It took them 2 weeks to fess up the product was not in stock. They then tried to sell me a $30 value upgrade for $150. They keep only reading the 1st email in a chain of correspondence. I assume they get a lot of complaints. I am waiting on a product or preferably at this point a refund.

  Customer Answer

  Date: 06/03/2023

  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. They shipped me a desired upgrade at no additional cost. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:04/19/2023

  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 a Emoped from Wellbots 2/14/23. 1st one took 2 wks & arrived damaged & I couldnt take delivery. So I never got. 2nd one took another couple of ********************* brake not working/ tires low, & battery wasnt working & left me stranded! I had to walk 7 miles in dark to bring it home! This cost $***** ! They said they would replace & sent 3rd one which came with a flat tire/ neither key fob working, scratched & batteries not working either! Ive been contacting them for a week w/ o ******************* I am requesting. They only have one lady that answers ********** have exchanged 55 emails. I want them to pick this up & refund my money. I cant repackage a 167pd scooter & the fact they didnt even test any of these ************ received both w/ many issues is unacceptable. Its been over 2 ********** still dont have a working moped & just want my refund. I lvm , emails & no one is responding . Worst customer ************** are sending these things out putting ** in danger not testing these e- mopeds for rode. I should not be fixing a flat to start with, changing batteries in the **** & taking them to mechanic. They cost *****! Everything should work perfectly & safely when unboxed.

  Customer Answer

  Date: 05/13/2023

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

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

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

• Initial Complaint

  Date:04/04/2023

  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 2 Ecoflow Delta Pro extended batteries under the order #***** which were delivered to me on 2/20/2023.Mar 10, 2023: Asked for the return after the counter offer I still want to return the order #*****, which as I sent the pictures in the prior email still in the original shipping boxes, never open. I called and talked to the agent from the support line ************* the lady told me that if if not open, I just need to pay the shipping fees to ship it back.Correct me if I am wrong.Mar 13, 2023: Received return instruction Please check the attached return label, please it to send out within 7 days (We will not arrange refund which send out after one week).As for the non-quality return, we will process the |refund within 2 business days and charge a one-way shipping fee after the return is back to our warehouse.Mar 24, 2023 We are waiting for the support team to confirm they received the packages and that they are in good condition, as soon as they update us we will let you know. As for the non-quality return, we will process the refund within 2 business days and charge a one-way shipping fee after the return is back to our warehouse.Apr 3, 2023 Our support team confirmed that they received your packages, and we got confirmation for your warranty cancelation request.As for the non-quality return, we will process the refund and charge the restocking fee, please allow 2/3 business days for the refund to appear to your original payment method.$5,342.00- $801.3 (15% restocking fee)=$4,540.93

  

  Business Response

  Date: 04/07/2023

  Dear customer,

  We sincerely apologize for the confusion regarding the application of the 15% restocking fee on your returned package. After further investigation by our support team, we determined that the packages required further inspection to determine whether the restocking fee should be applied or not.

  We have now confirmed that the packages were indeed unopened and factory sealed, which means that the restocking fee should not have been applied in your case. We understand how frustrating this experience must have been for you, and we want to assure you that this was not intentional. We take full responsibility for any inconvenience caused by this error.

  We have refunded you the full amount of $801.3 on your original method of payment. Please allow 2-3 business days for the refund to appear in your account. Once again, please accept our sincere apologies for any inconvenience caused. We have taken measures to ensure that this does not happen again in the future. Thank you for giving us the opportunity to serve you, and we hope to have the chance to make things right for you in the future.
  

  If you have any further concerns or questions, please do not hesitate to reach out to our customer support team (*********************************************************.

  
  All the best,

  The Wellbots team
  
  
  
  

  Customer Answer

  Date: 04/07/2023

  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:10/19/2022

  Type:Delivery 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 ordered an electric bike online on a deal that seemed too good to be true. Sure enough, it was a Clickbait so I could order and sign up for their emails. After the payment went through and everything, they sent me an email couple days later saying they had to cancel the order. I wasted time online trying to book this product and now all I get is there garbage marketing emails. It is really inappropriate that they could not honor their word.

  

  Business Response

  Date: 10/19/2022

  Hi ********,

   

  Thank you for reaching out on this platform, we apologies for the inconvenience caused here. Your order was voided not because of inventory reasons but because our systems suspected fraudulent activity as the shipping address you entered in ******** was 442 miles away in ******* where the billing address was mentioned to be. These systems are automated and cannot be overridden in order to protect our customers. We also see a web proxy was used to place this order which raised an additional flag. We will be happy to work with you to help you place this order again and will of course honor the discount  and pricing you initially benefited from when placing this order on October 14, 2022 at 8:03pm. Kindly call us at ********** or email us at ******************************** and we can send you a PayPal invoice to complete your purchase when convenient for you. Let us know how else we can assist you.

   

  Best,

  The Wellbots Team

• Initial Complaint

  Date:10/03/2022

  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 placed an order from welbots .com on July 26th. Order # ***** for a swell pro drone. Within the 15 day return policy I attempted to use it on a beach in *******. It work alright for a bit but it then start taking on its own path. I followed all protocol to have it return to home and/or shut down in mid flight. It did not. It crash landed on someone's deck. I contacted welbots via email and was bounced from one person to the next when trying to send it back for a refund as it was defective. After finally getting a return label I sent it back. They said it was pilot error. They emailed me the alleged flight path. I asked them what needed to be fixed or replaced and included in the list was the motherboard. If the motherboard is damaged how did they get the flight path? They will not refund me. They are trying to get me to pay restocking fees and shipment fees on a defective item. Please let me know what I have to do to remedy this and get my refund. I've been dealing with this for months. It took me a month just to get a shipping label to send it back. Seems fishy to me. I'm not an electronics expert but it seems to me that they are trying to get out of this without fault. Thank you for your time and attention.

  

  Business Response

  Date: 10/03/2022

  Hi *******,
  
  After looking into this case, your drone was determined to be operating normally at the time of the crash. As indicated by the flight logs, the Return-To-Home function was engaged at the same time as a movement on the remote control to make the drone fly backwards. When the *** function is engaged, any command from the remote control will override the ***. This is the reason it did not smoothly return to home. The motherboard is indeed damaged and would need repair, but the flight logs are part of a separate component that is commonly referred to as the "black box". This black box records all GPS flight data and inputs from the remote control so that in the case of a crash, an analysis can be performed afterwards. This must be able to function independently of the rest of the drone. This is how analysis of the flight logs is possible despite the broken motherboard. This black box data must be sent to the manufacturer for analysis which is why the process of getting your drone back to you has been delayed. We would be happy to waive return shipping costs if you would like your drone to be returned to you in its current state. I am attaching the flight logs to this response so that you can take a look at them yourself should you desire. Please let me know if you would like the drone sent back as is.
  
  All the best,
  The Wellbots Team

• Initial Complaint

  Date:09/20/2022

  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.

  Requested an online order to be cancelled. No cancel order button on online page. Chat support said they could not cancel an online order and the only way to do it is to email support which takes a day to respond. Emailed support and confirmed that I sent the request via chat. Order shipped and they said they cant cancel it. I was working with **** from Wellbots who has engaged in gaslighting tactics on when I requested cancellation and has refused to transfer me to a supervisor. They are not refusing to do anything to help. Do not want to play this game back and forth with no result. Please pick up the bike and refund me.

  

  Business Response

  Date: 09/29/2022

  Hi ****,

  Thank you for contacting Wellbots. It is true that we do not accept cancellations over the live chat as it does not satisfy our internal logging requirements. Thus, we require all customers to submit cancellation requests via email so there is a concrete chain of events showing the cancellation process. With regard to the timing of your cancellation, your cancellation request was submitted at 1:41 PM EDT on 09/14 and your order was shipped at 10:46AM on 09/14. I understand that your order still showed unfulfilled when you submitted the request, but there is generally some delay in when orders ship and when we receive our tracking information (and thus when you receive your tracking information). The agent you worked with was correct in that once an order has been shipped it cannot be cancelled, however, a return is still possible in this case. We are happy to process your return request and I am attaching a return shipping label to this response in order to facilitate this return. Once we receive your returned bike and inspect it, we will issue a full refund.
  

  All the best,
  The Wellbots Team

• Initial Complaint

  Date:07/25/2022

  Type:Delivery 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.

  Hi yes I placed a order for a Mototec Freeride 600w scooter on the website of the company yesterday July 21st 2022. I had previously discussed with a customer service representative (******) (*****) and (Marine) my concerns about hartlepool MOTOTEC *** was giving me about returning the exact same scooter because it was damaged. Wellbots ************* me that the my order was inspected before shipping. I placed my and today I received a email from Wellbots Support saying they have canceled my order because of suspected fraud. I paid for my order with a legit payment method and a legit shipping address. I want to know why my order was canceled for no reason. I don't want a refund. I want the product I paid for and I will not be closing this case until I am satisfied. The order # is *****

  

  Business Response

  Date: 07/25/2022

  Hi ***** ***** you for placing an order with us last week. Upon looking into your order *****, it seems that it was flagged by our automatic fraud detection system. This is an algorithm and details of the analysis are not made available to us. Sometimes the algorithm is wrong, in this case we advise you to try to place your order again. Unfortunately, we cannot manually override it. We apologize for the inconvenience.

   

  All the best,

  The Wellbots Team

  Customer Answer

  Date: 07/27/2022

  Better Business Bureau:
  
  
  I do not believe the business to be honest in their statement about auto detection of fraud as I have never ever had a problem with any purchase of any kind with this card going on nearly four years now. I do believe that the business was advised to reject the sale of the product by either someone within their own company or someone from MotoTec ***/ ***********. If you would like to close this complaint then fine but I will never attempt business with you again. I found a far better product from a far more reliable seller anyway.Sincerely,
  
  *********************