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Business Profile

Ecommerce

HEC Home Essentials, LLC

This business is NOT BBB Accredited.

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This business has 2 alerts

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:03/31/2025

    Type:Sales and Advertising Issues
    Status:
    Unresolved
    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 Hertz P1 smart ring from this company on 2/27 and received the ring on 3/20. Even though I followed the size guide, I ordered a size too big. I tried calling and emailing repeatedly over the last week. There has been no response over email and straight to voicemail for calls. It says the phone lines are open from 9-5 EST. But even calling during these hours, it says the lines are closed. I would now like a full refund as I have researched and found the company to be not legitimate. I am extremely disappointed in the lack of response. I would either like to return the ring for a size 9 or a full refund.

    Business Response

    Date: 04/03/2025

    We have sent the return & replacement process. Kindly check your inbox. 

    Customer Answer

    Date: 04/10/2025

    [[BBB transcription via duplicate complaint]]

     

    Problem:
    I ordered the wrong size ring. Once I received it I tried calling the number and emailing support. I never got a response and the phone number would go straight to voicemail. I left several messages with no reply. I then did file a complaint with the BBB and received a reply to return the ring in exchange for the correct size. I shipped the ring back at my own cost ($14) and I emailed them the tracking for the exchange and asked to receive the tracking number for the new ring. I never heard anything back and the ring is now back in the companies possession. It’s been almost two weeks. I just want the tracking # if I am getting the new size 9 ring or a refund?


    Desired Resolution:
    Replacement


  • Initial Complaint

    Date:03/27/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 Herz P1 smart ring and rapid charger on March 19 for $99.87. I received shipping information on March 21 stating that a shipping label was created and **** has not received the package. Nothing has changed with the tracking. It still says it is in *******, ** as of March 27. I have since found out that this company is most likely a scam. I have reached out to them 3 times by email with absolutely no reply. I have asked for my money back and gotten no response. I have disputed the transaction with my bank.

    Business Response

    Date: 04/03/2025

    As per reviewing, your order was delivered yesterday(April 2). You may track it here: ********************************************************************************

    Customer Answer

    Date: 04/03/2025

    I have received the item that I ordered. But, the ring does not fit and I would like to get instructions on returning the item. I have sent an email asking for these instructions. 

    Customer Answer

    Date: 04/10/2025

    I have returned this ring and have received my refund. I am satisfied with the resolution of this complaint. 

  • Initial Complaint

    Date:03/25/2025

    Type:Product Issues
    Status:
    Answered
    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.
    [[BBB transcription via Mail, see attachment for complete complaint details]]

    Ordered a Wuzu Tech Robo Vac from Home Essentials ******** *** ** *** ***** ***** ** ****** Ad said 30 day free return. Have tried to contract Company at their number # ************ No answer and no reply to at least 15 messages. Phone is NEVER answered!!! Have returned item and still waiting for refund. Order #******

    Business Response

    Date: 04/03/2025

    I hear you, and I’m here to turn things around for you. 
     
    I have gone ahead and processed the refund. It will be posted to your original method of payment in 3-7 business days. The credit posting may vary per bank. 

  • Initial Complaint

    Date:03/21/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Date of transaction: March 11, 2025 Payment was for HERZ P1 Smart Ring, 2 HERZ P1 Rapid Charging Case, 2 year product warranty I never received any of the items, although their site stated 3-5 days delivery. I notified them via email on March 18, 2025, to cancel order as I never received. I was told via their response on March 18, 2025, the item had shipped. I responded on March 19, 2025, again requesting my money back. They told me no, but they would give me a 20% credit. I refused and have to date not received the product or a full refund. I do not want their product, they are a scam, and I want a FULL refund.

    Business Response

    Date: 03/23/2025

    We apologize for the delay of shipment. The product is already in transit. You may track your order here: ********************************************************************************

    Customer Answer

    Date: 03/23/2025

     I am rejecting this response because:
    I do not want this product. The company has not honored their advertising, been non-responsive until I threatened action, and as advertised, I am entitled to my money back. This company has been the subject of many complaints for good reason. Give me a full refund!

    Customer Answer

    Date: 03/26/2025

    what are next steps. Again the company has failed to provide my money back and no product. It is a scam company and I want my money back.

    Customer Answer

    Date: 04/03/2025

    The company has sent return instructions. I will proceed with the return, however, they will not send a refund until they get the item back. I will see if they give me a full refund. They better, since they are requiring me to pay to return the item.

  • Initial Complaint

    Date:03/20/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    Pillows were delayed from when they said they would arrive and we were out of town when they finally did. When I finally was able to open one of the boxes and try it, it's way too firm and hurt my neck instead of providing the relief I was expecting. Neither pillow cases nor the 2nd pillow were opened. I've tried calling for several days now and every time, the lines are closed, even though I'm calling during business hours. I've left messages and tried emailing and only got one email reply which offered for me to keep them for 20% or exchange them. The website said I had 30 days to return them and while their website also says someone will reply back within 24 hours. I'm no longer getting a reply.

    Business Response

    Date: 03/23/2025

    This was already refunded.

    Customer Answer

    Date: 03/23/2025

    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.

  • Initial Complaint

    Date:03/19/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 had ordered a Herz p1 Ring and made the mistake of putting the wrong address in my shipping. I wanted to fix the issue or get a refund but the company is impossible to reach. I have made several tickets on their website and had no response. When you try and call it goes straight to voicemail even though it's within their business hours. Honestly I wouldn't mind fixing my original issue with my address if only I could talk to someone.

    Business Response

    Date: 03/23/2025

    We have updated the address right away after receiving your request. 

    Thank you for providing the correct address. We have successfully updated your shipping address to:

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

    Your order is currently in transit: ************************************************************************************************************

    Customer Answer

    Date: 03/23/2025

     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.

  • Initial Complaint

    Date:03/13/2025

    Type:Product Issues
    Status:
    Answered
    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.

    [[BBB transcription via transfer, see attachment for complete complaint details]]

    Robovac x does not perform as shown on web sight. 

    Business Response

    Date: 03/23/2025

    To be able to return your product you would need to follow the next steps:

    1- Dispatch the parcel to the nearest post office 
    2- Write your order number  on the package along with the return address

    Returns Address - United States
    **** **** **********
    ** *** ****** ****** ** *****

    3- You are responsible for return fees. To keep our overall product costs as affordable as possible, we've chosen not to include the returns fee in the initial purchase price. This allows us to provide you with a more budget-friendly option upfront.

    4- Once you get the tracking number for the returned item please contact us back with proof of return, so we can proceed with the process.

    Please send us back your return tracking number so we can monitor the progress and process the refund as soon as we receive the product back in our warehouse.

  • Initial Complaint

    Date:03/12/2025

    Type:Product Issues
    Status:
    Resolved
    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 smart ring and it is not working properly. I have reached out to the business requesting a refund numerous times with little to no response. I took pictures of the sleep on the smart ring compared to my FitBit to prove it does not work properly. I want a total refund

    Business Response

    Date: 03/23/2025

    This was already refunded

    Customer Answer

    Date: 03/23/2025

    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.  

    After lots of complaining and complaint to BBB they provided me with return instructions. 

  • Initial Complaint

    Date:03/11/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 two rings from this company through my PayPal site. I noticed that it had the wrong address listed. I contacted the company two days in a row and also tried to call this company several times. It says the phone lines are open from 9-5 EST. But even calling during these hours, it says the lines are closed. I emailed several times to request they correct the address before shipping. No response. I would now like a full refund as I have researched and found the company to be not legitimate. I am extremely disappointed in the lack of response. I no longer want the rings, just a full refund.

    Business Response

    Date: 03/23/2025

    This was already refunded.

    Customer Answer

    Date: 03/24/2025

    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.

    The business did send the product. We received it a couple of days ago. I did receive a response from the business via email two days later after filing complaint. Since we reviewed the rings we asked PayPal to resend the payment as all items have been received. Thank you. 

  • Initial Complaint

    Date:03/09/2025

    Type:Product Issues
    Status:
    Answered
    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 Herz P1 smart ring on February 7, 2025.
    The item took 11 days to arrive. The company never responded to my inquiries about shipping status. The tracking number revealed no information.
    Upon receipt of the ring it did not fit though I had used the sizing method recommended on the website. I contacted them to initiate an exchange. They did not respond to multiple email inquiries. Whenever I called their customer service phone number it would roll right to voicemail. I left multiple messages.The website indicates there will be a to both inquiries within 48 business hours. I have yet to have any response from them.
    We are now past the 30 day window for returns/exchanges due to their lack of response. I still have the item in its original condition and packaging.
    I would still like to exchange the size 10 I have for a size 9.

    Business Response

    Date: 03/10/2025

    We .have sent an email for the replacement request. 

    Customer Answer

    Date: 03/11/2025

    I will be satisfied when the new item arrives.
    I will be returning the original item at my cost this week.

     

    Customer Answer

    Date: 04/04/2025

    I returned the item. According to tracking it arrived. I have yet to receive a replacement product or a refund. At this point I would rather have the refund as I never want to attempt to do business with this company again. 

    Thank you for your help. 

HEC Home Essentials, LLC is NOT a BBB Accredited Business.

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