Complaints

This profile includes complaints for Element Electronics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Element Electronics has 5 locations, listed below.

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  Element Electronics

  392 Us Highway 321 Byp N Winnsboro, SC 29180

  
• 

  Element Electronics

  15930 E Valley Blvd City of Industry, CA 91744-3988

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  Element Electronics

  617 R142 757 W Hastings St Vancouver, BC V6C 1A1

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  Element Electronics

  6423 City West Parkway Eden Prairie, MN 55344

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  Element Electronics

  15930 E Valley Blvd La Puente, CA 91744-3930

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:07/21/2022

  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 bought a 65" element **** tv December 2021 for my kids they were so happy and yesterday out of no where the tv went extra dim i tried every solution the tv is blinking on and off this is very upsetting i want a full refund **** needs to do better.
  

  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/21) */
  Contact Name and Title: ****** ****** CSM
  Hi *******, we are so sorry to hear the TV is no longer working. We will have a customer experience team member reach out to you and help process a warranty claim.

• Initial Complaint

  Date:07/19/2022

  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 bought a 65 inch smart TV on black Friday last year. Last month it completely went black. I contacted the company sent them all requested paperwork, 3 weeks and 40 emails later they finally set up a service for my TV to be repaired. Well the TV wasn't repairable and a report was sent back to element. Well after more attempts to try and get my TV replaced, finally someone just told me I'm getting a refund of 299. Well I spent 330 in black Friday (major sales day) I told them I did not want the refund check I would like a "replacement of equal or greater value" like their warranty and policy state. After talking to 4 different people and numerous emails someone finally just said no, and initiated a check to be sent. I've contacted through the help chat 4 different times to cancle the check and issue an actual replacement since I can literally not replace my TV with the sales price I paid. And per their own contract (that they've sent me numerous times) they should lawfully be replacing my TV of equal or great value of my 65 inch TV. But after talking to 2 different supervisors, who both said completely different things for resolving. This last one I spoke to today said they have absolutely no tvs in their warehouse, none, except a 32 inch if I want it instead of my refund or my 65 inch. So not only am I out a 65 inch TV. I'm out 30 dollars, because theybdont reimburse sales tax and they broke their own terms and conditions. They sold a faulty TV and I literally paid them for it. Its almost comical. Bad customer service, bad representative communication. Bad procedure, and very poor sticking to their own terms and conditions.

  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/19) */
  Hello ******, we are sorry to hear the TV has gone out and the process was not resolved quickly. We have issued a refund check today.
  Case Number: XXXXXXX
  Check Number: 4XXXXX
  Check Amount (USD): $299.99
  This warranty has been honored by the purchase price of the day of sale. We only sell directly to our retailers and they are responsible for the prices the consumers purchase within the store or online. We honor the purchase price and refund for warranty.
  
  
  Consumer Response /* (3000, 7, 2022/07/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Per your own terms and conditions " (iii) replace the Product with a new or refurbished product of similar or better quality, at no charge to the original customer," so why am I not being offered a product of "similar or better quality"?
  Couldn't you contact your realtors and purchase one for me to pick up ? Why are you guys not standing by your products and your terms and conditions?
  I have been forced sent a refund check that I literally can not replace my TV with. I want you guys to make things right and replace my product. With literally anything of "equal or better quality" but you guys would rather just see me fight you on doing what your policy states. Everyone of your customer service people would rather close my account and send me a check for an amount I DID NOT PAY rather than actually rectify the situation.

• Initial Complaint

  Date:07/14/2022

  Type:Customer Service 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 purchased an Element 50" 4k element **** television in March 2021. In January 2022 I noticed the bottom half had lines and bad picture but it only lasted a couple minutes so I didn't think anything of it. By July that bottom half now has lines constantly. I contacted the company by phone because I expected a television I paid over $300.00 for to last longer than 16 months. I received an response back basically equating to "have you turned it off and back on again?" I followed the instructions and tried the suggested troubleshooting steps and when they didn't work, the representative advised that we were just past the 1 year warranty by 4 months and nothing could be done. Now I'm finding out that this is a very popular problem and what sounds like a very typical response from this company. So many others here and on other forums have received no help from customer service and are stuck with large, expensive, broken electronics. It's very disappointing that this is the quality of product the company seems perfectly fine to provide. I'm also finding online and in local stores that this particular television can't be purchased, I'm curious if Element knows that this is a common issue and that's the reason why. I'd prefer a refund and to not have to do business with this company beyond that.
  
  I forgot to say that I asked to speak with a supervisor and I was told I would get a call back either the same day or if not the next day. I mentioned that I usually don't get return calls when I'm told that and the guy assured me that the calls were recorded and I would be getting a call back that it was already scheduled. I did not receive a call that was a couple of days ago. I would just like to get the 300 TV back and able to do business with another company

  

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/07/14) */
  Hello ******, sorry to hear the TV is no longer working. Our customer support team is needing some more information for you. We will need to have a proof of purchase for the TV. Element Electronics offers a 1-year warranty. It sounds like this TV may be out of warranty. If you have a local UBreakiFix location with in the area, they will reach out to us for an out of warranty repair. If we have the parts available for this model we will ship them the parts for the repair. Please check your email from our team.

• Initial Complaint

  Date:07/12/2022

  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 an Element TV E4ST6519RKU on 11/28/2019. The serial number is HXXXXXXXXXEXXXXXX I bought this TV in good faith that it would last. It is in immaculate condition as we have not had the chance to watch it much as I was the caregiver of a close relative battling cancer the last year. The led lights started getting dark last year, but my husband thought that was normal and just made adjustments to the settings. It wasn't until the lights went out completely a few months ago that we knew something was wrong. Upon further research, we learned that many people have this issue with Element Tv's. In May of 2022, we tried to contact Element, for which we did not receive any help, only stalls that led to months of time without a television. On June 6, 2022, we spoke with Jaden and received case# XXXXXXX. On June 21, 2022, we spoke with a Supervisor by the name of Aaron, which stated he would check with the warehouse to see if they could do anything about the issue and call us back, which he did not. On June 29, 2022, we spoke with Melvin, and he was to message Aaron to call us back, On July 5, 2022, we spoke with Axel who stated Aaron was on a call and would call us back. Also, on July 5, 2022, we spoke with Sheryl that stated Aaron would call back shortly. Today, July 11, 2022 we spoke with a Supervisior by the name of Nathan that stated they will not be doing anything because the TV is out of warranty. I explained to Nathan as well that the problem started before the warranty was over and only went out completed a few months ago. He said they would not be doing anything, will not escalate the call further, and would not give superior information. Please help us rectify this situation.

  

  Business Response

  Date: 07/12/2022

  Business Response /* (1000, 5, 2022/07/12) */
  Hello there,
  
  We have received your information and we have authorized a full refund of the purchased price. We are sorry the TV has gone out. Our helpdesk will be in touch.
  
  
  Consumer Response /* (3000, 12, 2022/07/18) */
  ***Document Attached***
  Element Electronics has back tracked on what they agreed to, which was a refund for their faulty television.
  
  
  Business Response /* (4000, 14, 2022/07/18) */
  We are glad we are able to help you and get this resolved.