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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:02/08/2025

    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.
    i ordered the herz p1 smart ring on 1/27/25 and paid 9.95 for expedited shipping. on 2/3/25 there had been no order movement at all so i emailed and asked what was going on and the response i got was the item was actually out of stock when i ordered it, which was not shown or stated anywhere when ordering it, and that they would be getting another shipment in soon and get it shipped 2/5/25. i advised it was never said to be out of stock and asked for a refund for my shipping since i paid extra for expedited and that wasnt happening and i never got a response. i emailed again 2/7/25 and asked for a refund and once again got no response but got an email saying my order had shipped. the tracking information doesnt list a carrier and doesnt even provide any information due to the fact that they dont even have the package yet just the information which seems like the company did that in order to say a refund wasnt possible since the item had shipped even though it very clearly hasnt.

    Business Response

    Date: 02/11/2025

    We have 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. 

    Customer Answer

    Date: 02/11/2025

     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:02/05/2025

    Type:Delivery 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.
    Purchased nano wipes 1xpack for 89.95. Order shipped 1/13/2025
    Want to return. Phoned 7 times. No response. Must contact Wuzutech prior to return for instructions. Have 30 day window from receipt
    Please assist as possible. ** ********

    Business Response

    Date: 02/10/2025

    Refund was processed, please expect 7-10 business days for it to be credited back to the original payment method.

  • Initial Complaint

    Date:02/04/2025

    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 WuzuTech RoboVac X Space Silver from HEC Home Essentials, LLC on September 23, 2024 for $109.98. Ord# #******
    Oct. 24, 2024, 12:57 p.m.
    REQUEST RETURN & REFUND:
    I am disabled and can’t sweep/vacuum my floors anymore myself. Therefore, I ordered the RoboVac because it had the highest performance rating.
    The attached videos show some of the problems with your product. 1.) It is not true to advertisement.
    IT DOES NOT… Cross low thresholds such as rugs and strips between two different floors. … Pick up pet hair or
    Clean entire floor(floors).
    It stands in one place turning in circles; going one direction until it bumps something, then turning a bit in the other direction until it bumps into the same obstacle and repeat until they shut down in frustration and out of charge?!
    I can’t believe your testing did not already tell you this!
    This machine will go straight until it bumps into something, turn slightly left or right then vice-versa, (if not cornered in) it will finally go in an adjacent direction, and repeat. But it seems to never cover the entire floor.
    I tried it in several rooms and got the same results.
    Furthermore, it does NOT have enough power to vacuum up everyday dirt, dust, and debris much less pet hair and sugar.
    My husband has Parkinson's disease and randomly shakes and spills things, such as the sugar for his coffee in the mornings. RoboVac will NOT pick it up!
    We never got a chance to try the promised mopping function for liquid and stains from food spills, because it wouldn’t even sweep the floors properly AND there’s no place to put in water or floor cleaning solution.
    SO THE ROBOVAC IS DEFINITELY UNSATISFACTORY TO DO IT’S JOB! MUCH LESS TO MEET OUR NEEDS!!
    Thank you for allowing us try a 2nd machine as the first was “obviously malfunctioning.”(Your words)
    Please immediately refund and send a return label so that I can return both of your products to you.
    They refused to refund my money; offering a coupon for their store! NO WAY!14

    Business Response

    Date: 02/10/2025

    Refund is processed. Please expect the refund to be credited to the original payment method in the next 7-10 business days. 

  • Initial Complaint

    Date:02/02/2025

    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.
    On or about November 25, 2024, my husband purchased the Wuzutech Robovac X for me as a Christmas present. I charged the unit, put it to work on my floor and it ran for about 30 minutes and then stopped. I believed perhaps I hadn't charged it enough, so I put it back on the charger. The next day I attempt it again. The vacuum ran for a total of fifteen minutes. It was supposed to be able to run for 1 1/2 hours. Moreover, the app was totally useless. I'm not a computer whiz but my daughter is, and she said the same thing. The app is not worth the time of installation. I contacted the company via email relating my concerns. I wanted a replacement or a refund (I believed I could still use it without the app) as the money spent on it was a waste. As of this writing, 2/2/25 I have not received a response at all from the company. That was disturbing but, unfortunately, no uncharacteristic. I suppose we're simply out that money and I'm out the time I've had to waste on it. Makes me think I should have gone with IRobot.

    Business Response

    Date: 02/03/2025

    I have refunded the disputed amount of $50

  • Initial Complaint

    Date:01/28/2025

    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.
    12/16 order SolarSplash Fountain by WuzuTech 12/19 shipping label created 12/26/24, 9:29 a.m. I want this order cancelled, and all of my money refunded.12/26/24, 2:31 p.m. Thanks for contacting Wuzutech! I understand that you would like to cancel your order, and I truly empathize with your situation. Unfortunately, since your order has already been processed and a tracking number has been generated, we are unable to cancel it at this stage.However, I would like to offer you a 10% discount if you choose to keep the order. We value your business and hope this gesture can help make your experience a little better.If you decide not to take advantage of this offer, you can refuse the package upon delivery, and it will be returned to us. Alternatively, if you receive the package, you can take the unopened item to your nearest post office for a return to sender.12/27/24, 10:26 a.m., sent another email If you look at the tracking number the item was not even sent out.12/27/24, 4:14 p.m. Thank you for reaching out. I understand your frustration and I sincerely apologize for the delay in receiving your order. Upon investigating, I can confirm that there was a backlog on your order, but it has now been packed and is waiting for **** to pick it up. Please note that **** is currently experiencing slight delays in picking up packages, which may have contributed to the tracking not reflecting the current ********** can track the progress of your order here: *********************************************************************************** you no longer wish to receive the package, you can refuse the delivery. Alternatively, if the package is delivered, please take the unopened package to the nearest post office for return to sender. Once we receive the returned package, we will process your full *********** Regards,****** 01/02/2025, package to be sent back to Company

    Business Response

    Date: 01/31/2025

    This has been refunded. It will be posted to your original method of payment in 5-7 business days.

    Customer Answer

    Date: 02/01/2025

     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:01/28/2025

    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.
    on line purchased on 12/29/2024 - Maas & Bath ; order # ******; $71.73; delivered 01/03/2025
    I need to return the ERG Z PILLOW, because, the pillow's designated features are lacking: headrest, face rest, upper headrest cushions, neck and shoulder cushions and neck support. I sent a photo of the pillow I received and that the pillow was not used, because, of the physical shape of the pillow and, therefore, I want to return the pillow and credit my credit card of $71.73. I have emailed and telephoned ************** ************* *************  to no avail. I started my return request on 01/06/2025 to date (01/28/25). Please help me to get a refund.
    Thank you ... ****** ******

    Business Response

    Date: 01/31/2025

    This was already refunded. It will be posted to your original method of payment in 5-7 business days

    Customer Answer

    Date: 02/05/2025

    [[BBB transcription via phone call]]

     

    Consumer stated the refund has been received and the complaint can be closed as resolved. 

  • Initial Complaint

    Date:01/24/2025

    Type:Delivery 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 ordered a fire blanket from a company called Wamoma (order #****** - 1/13/25) I paid $37.17 including shipping) What I received was a nano cloth scratch remover kit instead of a fire blanker although the shipping label said Wamoma fire blanket. I emailed Wamoma and received a response from Wamoma apologizing and asking me to send a picture of the remover kit I received. I am 82 years old and do not know how to send pictures from my email. I emailed them again explaining this and asked that they either send the blanket or refund my money. All communication with them has ceased and when I call their number i get a message that their lines are closed. Their hours are listed as 9:00 to 5:00 Monday thru Friday. the actual order came from Loft Home Essentials PO box ***** in *****, ****

    Business Response

    Date: 01/31/2025

    Hello **** & BBB Support,

    We have now processed the full refund for this order. Expect 5-7 business days for it to be reflected to original payment method. 

  • Initial Complaint

    Date:01/17/2025

    Type:Order 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 WuzuTech RoboVac from Loft Home Essentials on 12/1/2024, and it didnt arrive until 12/9/2024. Upon using it, the vacuum worked ok. In fairness, I didn't expect it to be a great vacuum considering the price. After traveling for a week or two during the holidays, we resumed using the RoboVac in early January 2025. By 1/4/2025 or 1/5/2025 the charging port had become loose, making it impossible to charge. I estimate that this defect occurred after approximately two weeks of total use.Due to illness, I wasnt able to contact the company until 1/11/2025. Unfortunately, they refused to assist because their 30-day return window starts from the date of purchase, not the date of deliveryan extremely unfair policy. For a product that failed so quickly and with minimal use, I expected more flexibility.I paid $132.97 ($112.98 for the vacuum and $19.99 for extra mopping pads), and now Im left with a completely useless product. This company is selling low-quality items and should reconsider its return policy for defective goods. I strongly advise against purchasing from them.P.S. The do not send a receipt upon purchase. They send a welcome email that contains no information about the product you bought or how to return it. You have to dig to find information on the company. They are so shady!

    Business Response

    Date: 01/19/2025

    Hello BBB Team -

    Good day! Please be informed that this order has been refunded and the customer should see the refund back to her account in 5-7 business.

    Please let us know if you need anything else.





    Best,
    Loft Home Essentials Customer Support Team

    Business Response

    Date: 01/19/2025

    This was already refunded

    Customer Answer

    Date: 01/25/2025

     Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. The purchase was indeed refunded on 1/19/2025 as a result of the BBB review/complaint process.

    Thank you.

    Hannah

  • Initial Complaint

    Date:01/14/2025

    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 made a purchase online to LoftHomeEssentials for 2 WuzaTech Robot Vacuums, 1 mop bundle(extra pads) and a 2 yr. Warranty on December 2, 2024. Cost was $169.96 & $12.99 shipping for a total of $182.95. Upon receiving, and unpacking 1, it did not have a base station for the robo vac to return to for charging, just a power cord to manually plug in. I definitely needed the robo vac to return on its own to a charging station therefore I chose to return my purchase. However, I needed to contact them, per their return policy stated on their website for a full refund. And this needs to be done in 30 days. So I immediately tried to contact them by phone repeatedly but always got an automated message that it was outside their working hours, which it was not. So then started emailing. I have enclosed the emails that started by me on December 13, 2024. I received a reply on December 16, 2024 with a request for why I wanted to return my order, and how I wanted to proceed. I replied back the same day explaining how this device would not work for my needs and wanted to return it for a full refund. I have not received anything more back from **** or anyone else with LoftHomeEssentials. So I decided to return it all in its original packaging on December 20, 2024 by USPS. The tracking indicates it was delivered, within their 30 day window. I emailed again to inform them of this as well as checked my credit card statement repeatedly for a refund. I have received no communication and there has been no refund issued. They now have my money as well as their products. Thank you in advance for any and all help you can provide me to hopefully get a refund in full.

    Business Response

    Date: 01/19/2025

    Full Refund was processed 

    Customer Answer

    Date: 01/20/2025

    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.

    Thank you for your assistance in this matter. I appreciate your service!

  • Initial Complaint

    Date:01/13/2025

    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.
    Order placed 17Dec24 for $86.72. The business said the pillow was ergonomic and would fluff up after 48hrs. To this day > 10 days later the pillow is flat (slightly fluffed up) and is not to what is advertised as it in no way can provide ergonomic support for the head an neck. The company is not adhering to their posted 30 day money back guarantee. I was initially offered 20% refund on 06 January 2025. This is not acceptable and since then have not heard back at all from the company and their customer support lines are closed with a message noting they are open M-F 9am-5pm EST. The company is now being non responsive.

    Business Response

    Date: 01/19/2025

    We have refunded the disputed amount

    Customer Answer

    Date: 01/21/2025

     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.

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

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