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:07/01/2024

  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 ordered 3 Wamoma Wireless Meat Thermometers plus the 2 year warranty on 6/14/2024.
  Total price $189.86. 30 day money back guarantee was advertised at that time. Once received, the instructions were unclear in the packaging & on the Probe T app. I reached out to customer service and they sent me the same step by step instructions that already didn't work. My husband & I tried again and were able to connect 1 of the 3 probes. We were excited but it totally failed once the probe was more than 10 feet away from the phone.
  I have requested return labels or instructions on how to return the items. Instead, they offer a 20% discount & keep the product. Why would I do that? They do not work as advertised. Then they offered a gift certificate to use at Loft Essentials for the full amount and marked my complaint as "solved". Here is the last response from "****"
  Hi *******,
  
  I am always happy to assist you.
  
  As we care about your satisfaction, instead of returning the products, I'm pleased to offer you a gift card equivalent to the total amount of your order. This gift card has no expiration date and can be used to shop for a variety of good home products on our website or gifted to someone else.
  
  No need to go through the return process, saving you time, cost, and effort in returning it to us.
  
  You can check our other products here:
  
  1. ****************************************/
  2. ******************************* 
  Would you confirm the best Email to receive your gift card?
  
  
  Looking forward to your reply.
  
  Best Regards,
  ****
  
  Loft Home Essentials Customer Support Team

  Customer Answer

  Date: 07/08/2024

  I wanted to update this complaint.

  After making this complaint & disputing the charges through PayPal, I paid to return the items and they have issued my refund. 

• Initial Complaint

  Date:05/28/2024

  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 an online purchase on May 18th 2:59pm. for TWO pillows for the total amount of $139.97.
  Upon receiving the items after inspection, it turns out that the description on the website and product do not match. This is clearly an inferior product. I have contacted the seller many times and refuse to honor the "30 day satisfaction guarantee".

  Business Response

  Date: 05/31/2024

  Hi BBB Support,
  
  We have processed the refund for this order. Please expect the refund to be credited back to the account in the next 7-10 business days.

• Initial Complaint

  Date:05/21/2024

  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.

  Order #****** Placed: 4/22/2024
  Item ordered: Foam Sparkle Toilet Cleaner
  Amount Paid: $40.19
  Product did not perform as advertised or as presented in video presentations. Used the product in six different applications as instructed on the packaging and did not perform as advertised. Contacted **** at Loft Home Essentials who repeated the instructions in his email response. I repeated application with no results. In further correspondence **** offered me a 20% refund of the purchase price of the product and offered no further comment about why the product did not work as advertised. Next is my quoted correspondence back to ****:
  "It appears that this product does not fall within product merchantability guidelines that require that the product perform as expected or as advertised. I am, however, somewhat perplexed that a 20% refund is acceptable to you as the vendor. If you purchase my car and I deliver it to you with one flat tire and it does not start, would you expect me to only return 20% of what you paid me for the car. Would you say that you expected the car to start and roll smoothly on four inflated tires."
  I received no further communication. This product does not appear on their website.

  Business Response

  Date: 05/28/2024

  The refund was processed, please expect the refund to be credited back to the account in the next 7-10 banking days.

  Customer Answer

  Date: 05/29/2024

  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. A full refund was issued by the vendor.  The complaint has been resolved.

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

• Initial Complaint

  Date:05/20/2024

  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.

  Date of purchase: 17 April 2024.
  
  Price paid was a for the unit, that came with a one year warranty, and an extended year to that for an additional 9.99. Total paid for such was 117.49.
  
  Product was advertised on line, came up in google search best AI vacs.
  
  Product was misrepresented. Failed to do what it declared it would do (ran no where near the 90 minutes claimed).
  
  Site also promised “30 Day” “100% Guaranteed Satisfaction of your money back.” “Nothing to lose” – the latter, if not in those precise words, close to them.
  
  First unit died after about 2 weeks of use. I informed "Loft," they offered to send me a replacement, thinking the first one I had was maybe just a fluke, I accepted the offer for a replacement.
  
  Second unit died the "same exact death" after about only 5 days after arrival and put to use.
  
  I thus informed Loft. No longer trusting what they stated on the product, wanting thus to have them honor the above cited “30 Day” “100% Guaranteed Satisfaction of your money back.” “Nothing to lose” promise.
  
  They then informed me, I would have to pay for the return shipping of their two garbage misrepresented products. And that it would have to be within the 30 days of purchase (first failed product was well within that; second product a day or so later than 30 day from purchase, but as said, worthless, about five days after its arrival here).
  
  The product also claimed to have “long Battery life.” “Operation time: 90 minutes.” Both claims proved false.
  
  I want them to honor their advertised above cited promise. Refund to me every cent I spent with them. Send me a prepaid label for the cost of shipping their garbage products back to them.
  
  And for BBB to inform the world that this company is misrepresenting a product and the “100% Guaranteed Satisfaction of your money back" that was advertised at point-of-sale web page -- curiously, not to be found now. They are as an unethical as they come. Liars and thieves.
  
  The shoppers need to know just that of them.

  Business Response

  Date: 05/28/2024

  Hi BBB Support,
  
  Sorry to hear that the case was escalated to BBB. As per reviewing, the last conversation we with the customer was last May 21st, where in we asked the customer to return the product so that we can process the refund. As a courtesy I will be refunding the order and the customer does not need to return the product. 
  
  Last Email reference: ****************************

• Initial Complaint

  Date:04/29/2024

  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 ordered this RoboVac X online on Apr 11th and the was told on the site I had
  30 days to return it. It's not what I wanted. It is poor quality and doesn't map the rooms of my house. I have requested that they send me a return label and they came back saying they had to review, and this is what they came with. "Instead of returning the product, I'm happy to offer you a 20% refund of the total cost. You can keep it and perhaps share it with friends or family. No need to go through the return process, saving you time, cost, and effort in returning it to us." and "As for the occasional getting stuck issue, the Robovac is equipped to wiggle itself free in most situations. To enhance its performance, it's a fantastic idea to put chairs up so that the Cleaner can navigate freely under tables. This simple adjustment can make a significant difference in its ability to move around without any hindrance." I want them to send me a return label and a full refund.

  Customer Answer

  Date: 04/29/2024

  They responded to my last email.  The thing is that this will be going back to a P.O.Box and they cheapest is $62.00 and I only paid $109.98 for the for the item.  They need to live up to what their site says.  The is Robovac Direct

   

  30-Day Money Back Guarantee
  We’re confident that you’ll love Robovac X, just like our 3,500+ 5-star reviewers.

  However, in the unlikely case you’re not satisfied, just return the package within 30 days for a full refund, no questions asked!

   

  **** (Loft Home Essentials)
  Apr 26 13:23 PM
  Hello *****,
  
  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
  Loft Home Essentials
  ** *** ****** ****** ** *****
  
  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.
  
  Let me know if you need anything.
  
  P.S. If you're having second thoughts about returning your order, I'm willing to give you a x% refund on your purchase if you decide to keep it. This way, you can enjoy our product at an even more affordable price, and there's no need to worry about returning it to the post office. :)
  
  Best Regards,
  ****
  
  Loft Home Essentials Customer Support Team

   

   

  Business Response

  Date: 05/02/2024

  Hello ***** -
  
  Thanks for reaching out! I sincerely apologize for any inconvenience you've experienced with our product and your overall satisfaction. I understand that you have concerns about the quality of the Robovac and we appreciate your feedback.
  
  Please take note that 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 but no worries, I have gone ahead and sent you a return label to your email address now ****************** and I'll process the full refund.
  
  Let us know if you need anything else. Have a wonderful day!
  
  
  Best,
  
  Loft Home Essentials Customer Support Team

  Customer Answer

  Date: 05/06/2024

  I received a reply back from them saying they were issuing a full refund.  I checked my card the other day and the charge has been reversed.  When I sent it back to them and I informed of the tracking number they replied:  Hopefully they don't go back and try charge my card again, or you will be hearing from again.  I didn't even the item an hour to discover that this did not have the functionally I was wanting.  It was returned exactly as it was received.

  Thank you,

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

   

  **** ***** **** ***********
  *** ** ***** **
  ** ******
  
  Thanks for contacting Loft Home Essentials Customer Support! This is John, and I will be more than happy to assist you.
  
  Thank you for providing the return tracking number. As we care about your time and satisfaction, we will process the refund to the same payment method as soon as we receive your package and pass the inspection.
  
  Feel free to reach out if you have any more questions, comments, or concerns.
  
  Wish you a happy and safe day!
  
  
  Regards,
  ****
  Loft Home Essentials Customer Support Team
  
  

  
  

• Initial Complaint

  Date:02/17/2024

  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 bought a vacuum from HEC Home Essentials and have requested a refund for a return. I cannot get an answer from this company. This product does not work as advertised. Amount spent: $132.97 Order Date: Jan. 23, 2024, 2:58 p.m.Company website states that orders can be returned within 30 days. My first message to them was on February 6, 2024.

  Business Response

  Date: 02/28/2024

  [BBB transcription via email]

   

  Hello BBB Team,
  
  Thank you for bringing this matter to our attention and providing us with the details related to Mrs. ******* review (Review ID: *********.
  
  Upon careful review of our records, it has been confirmed that ***************************** was indeed one of our customers who purchased the RoboVac in Jan. 2024. We appreciate the opportunity to address her concerns.
  
  Upon review, we noticed that Mrs. ***** sent an email, requesting to return our RoboVac. Accordingly, we provided her with the needed information to return the product for a full refund. We are waiting for Mrs. ***** to start her return so that we can process the full refund as requested.
  
  We take customer satisfaction seriously, and it is our priority to ensure that every concern is addressed promptly and satisfactorily.
  
  We would appreciate any additional information you may have regarding Mrs. ******* concerns so that we can investigate and resolve the issue to her satisfaction. Additionally, we would like to encourage Mrs. ***** to reach out to us directly so that we can address her concerns promptly.
  
  We are committed to maintaining the highest standards of customer service and appreciate your assistance in facilitating communication with Mrs. ***** to resolve this matter.
  
  Thank you for your understanding and cooperation.