Complaints
This profile includes complaints for Element Electronics's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 170 total complaints in the last 3 years.
- 24 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/17/2025
Type: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.
Element Electronics 55" 4K UHD Partial Sun Outdoor Roku Smart TV (New)
Model # ep400ab55r-g_55_uhd_hdr_outdoor_roku_tv
Serial # *****************
"I, ******* *. **********, did purchase the above Television from Walmart (online) on July 16, 2024. It was received in good working order on July 20, 2024 and was installed outdoors on my rear deck. It had been working extremely well for the first few weeks. This weekend August 11, 2024, after uncovering the unit I noticed what appeared to be moisture and a black stain across the interior TV screen. I had hoped that the stain would dry up after being exposed to sunlight and free flowing air but to no avail it still remains."
Since filing a complaint in August of 2024 I was assured that a refund check had been mailed out (never received). I have made numerous attempts to resolve this issue and have had no resolution.
Business Response
Date: 01/22/2025
Hi *******, We are sorry you have not received your check that was mailed back in September. I have the finance team issuing a stop payment on the original check. They will void it and send you another one to the latest primary address that was provided. Sorry about the delay.Customer Answer
Date: 01/22/2025
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.
Sincerely,
******* **********Initial Complaint
Date:12/30/2024
Type: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.
11/8 I contacted Element Electronics via their website asking “Where can we get a replacement remotefor our Element tv? It is less than one year old
Model E450AD70G”
11/10 email exchange ending with me saying “ It’s just the down arrow. The rest of the remote works fine. I just want to know how I can buy a replacement. “
11/11 Element gave Element TV Accessory Replacement Process steps to follow which I did the same day
11/15 Element Electronics sent “An order was placed today with our warehouse, and we will get back to you within 5-7 business days with a tracking number.”
12/5 After hearing nothing, I asked “Can you confirm that this order was placed? Or can you tell me where I can find a new remote??”
12/5 Their response “We are coordinating with the Warehouse team and will provide you with the updated tracking details shortly.”
12/15 asked for update
Their response “We are coordinating with the Warehouse team and will provide you with the updated tracking details shortly”
12/15 I reminded them they already said that to which they responded “We will share you the tracking details by end of the week time . “
12/22 reached out after hearing nothing to which they responded “We will share you the tracking details by end of week time . “
12/28 filing this claim after still hearing nothing and no sign of a replacement remote or information about how to purchase oneBusiness Response
Date: 12/30/2024
Hello, there. We do not offer our remote controls for sale. We also have this order on backorder, and our remotes are expected to arrive by the end of January. Keep the tracking number that we have provided you with in your possession. Upon shipment, we will notify you via email and provide you with the ability to monitor the progress of the shipment.Initial Complaint
Date:12/27/2024
Type: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.
The customer support rep interrupted me, ignored me, talked over me the entire call. Didn't listen to a word I said. Said there was no "tech support" the Element TVs I have stopped working with my Roku remote. I already spoke with Roku. (THIS IS NOT ON ROKUs END, THIS IS ON ELEMENT'S END) Element needs tech support to troubleshoot the issue with THEIR tv!!! Element customer service needs to stop gaslighting their customers. They are the problem!! They need to fix it. Absolutely horrid outsourced customer service!!Business Response
Date: 12/27/2024
Greetings. We are deeply regretful to learn that the remote is no longer functional. Thank you for also taking the time to contact Roku support. We have identified your case in our system and a team member will be contacting you. Downloading the Roku TV remote software on your smartphone is the initial task they may require you to troubleshoot. If that is successful, it may be a straightforward matter to send you a replacement remote control. We are grateful that you have contacted us again, as it will enable us to address this matter.Customer Answer
Date: 12/31/2024
An Element customer service rep left me a voicemail and left the main customer service phone to call back. When you call the customer service #, you are on hold for 30 or more minutes. No direct ph # is given to a staff member that can actually assist. Just the main customer service line where callers are put on hold for an excessive and unacceptable amount of time. I'm not sure how they plan to resolve my issue this. Also, a Shawn email me last week. I replied to his email and then I never heard back from him. Interesting..Customer Answer
Date: 01/02/2025
Complaint: ********
I am rejecting this response because: An Element customer service rep left me a voicemail and left the main customer service phone to call back. When you call the customer service #, you are on hold for 30 or more minutes. No direct ph # is given to a staff member that can actually assist. Just the main customer service line where callers are put on hold for an excessive and unacceptable amount of time. I'm not sure how they plan to resolve my issue this. Also, a Shawn email me last week. I replied to his email and then I never heard back from him. Interesting..
Sincerely,
**** ******Business Response
Date: 01/02/2025
Greetings. We have observed that you are experiencing difficulties with the Roku remote. We will send you a remote to determine whether this resolves the issues. If not, our service provider may need to repair it; however, we should begin with this.Customer Answer
Date: 01/03/2025
They sent me an email stating they are going to send me a remote for an Element Roku tv "in hopes this will resolve the issue." I don't even own an Element Roku tv and they are aware of that. What a joke! This is comical. This company is such a joke.Customer Answer
Date: 01/03/2025
Complaint: ********
I am rejecting this response because:I already sent more info to BBB. The company sent me an email that they will be shipping me an Element Roku tv remote. I'm not sure how they think this is going to solve the issue since I don't own an Element Roku tv lol.
Sincerely,
**** ******Business Response
Date: 01/03/2025
Greetings, this is a BBB correspondence with Element TV. In the hopes that it will work with your Roku stick in the Element TV, we are sending you a Roku remote. Since Roku sticks are not manufactured by Element TV, we are unable to provide support for this device. Although we're doing everything we can to assist, you will need to contact Roku support regarding the Roku device.Customer Answer
Date: 01/03/2025
Complaint: ********
I am rejecting this response because: it's Element brand tv that refuses to work with the Roku remote. Element is responsible. The staff at Element Electronics are trying evade any responsibility for their product's malfunction.
Sincerely,
**** ******Customer Answer
Date: 01/08/2025
Element sent me an Element Roku remote for an Element Roku tv. This is so absurd. This company has goofballs in charge with no problem solving or reasoning skills. They sit and type the same erroneous messages over and over again.
I do not own an Element Roku tv. Why in the world would you send me a remote for one? I have an Element tv that will not work with my Roku remote d/t some malfunction with the TV. MALFUNCTION WITH THE ELEMENT TV. This company has been the absolute worse to deal with. Horrid abysmal company.
Business Response
Date: 01/14/2025
Greetings, ****,
The team reported that the remote for the Roku Stick that is connected to the Element TV is not functioning. The Roku stick and remote that were included with this device are not produced by Element. Nevertheless, we will send you an Element Roku remote in the hopes that it will resolve your issue. Here is the tracking information via ****.Replacement Shipping Method -****
Replacement Tracking Number -**********************All the best.
Initial Complaint
Date:12/02/2024
Type: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# **************** May 14 2023 is when I purchased this item from Walmart.
Element Electronics 24" 720p HD LED TV with Dolby Audio and HDMI (E1AA24N)
On May 24, 2023 I registered the TV under my email address *********************** and I received an email back from Element thanking me for my purchase. NOTE only 10 days after purchase. I registered it within 10 days for the 2 year warranty. This was also stated on the Ad at Walmart. About 2 months ago I contacted Element Electronics about the TV's sound going out and they claimed I didn't have the 2 year warranty. I have forwarded them the email they sent me and again insisted I didn't register.Business Response
Date: 12/18/2024
Hi there. We are sorry to hear the TV is having issues. We have escalated to the RMA warranty team to process a replacement for you. They will be reaching out to ensure the claim gets settled.Customer Answer
Date: 12/27/2024
Complaint: ********
I am rejecting this response because: December 19th they have stated they would be shipping a replacement and would send shipping details soon but have not received anything since then.
Sincerely,
*************** *******Business Response
Date: 12/27/2024
Hello there,
Below is the email from our team on 12/23/2024. Our warhouse is closed on the holidays. I did confirm you are on the order list and should receive tracking with in the next 3 - 5 days. There will be possible delays this week and next due to the holidays, but you will be receiving a replacement TV.
Hello *********,
It's Kendrick from Element Electronics Customer Experience Team! I wanted to say a quick thank you for reaching out to us, and let you know that We are preparing to ship your replacement. In a few days. if you need any additional support, we are just a quick phone call or email away. Oh, and as a reminder, your case number is ********
All the best,
Kendrick
Element Electronics Customer Experience Team
888.842.3577
[email protected]Initial Complaint
Date:11/05/2024
Type: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 onn 50" class 4K TV from ******* on 2/21/2023 and was picked up from the store on 2/22/23. I completed the product registration around the same time, unfortunately I do not recall if a confirmation email was sent and do not have that due to my phone being reset and I did loose a lot of my emails, but the registration was absolutely completed as we register all of our new electronics. On 11/2/2024 the TV picture started to have lines through it, I troubleshooted the problem myself via the manufactures website but it did not resolve. I contacted ONN support and they also took me through some troubleshooting but the problem remains they opened up case # *******. Per the company's warranty section B. LIMITED EXTENDED WARRANTY THROUGH PRODUCT REGISTRATION: If and only if the Original Customer registers the Product at www.onntvsupport.com within ninety (90) days of the original purchase date of such Product, then the Warranty Period discussed in subpart 1.A. above shall be extended to a period of two (2) years from the date of original purchase by the Original Customer. The company states they cannot locate my registration and refuse to provide any type of warranty help and told me to contact a repair company at my own expense. I provided them my proof of purchase showing the TV is not even 2 years old and should not be malfunctioning. I did my part as the consumer and registered the product, I am not sure why they are not able to find it but I am asking the company to show good faith and replace my defective Television. I have other ONN products in our home and have never had any issues with my other products.Business Response
Date: 11/08/2024
Hi there and thank you for taking the time to write to us through BBB. We have already approved for you to receive a replacement TV. Our team will continue to reach out to you through the whole warranty process.Customer Answer
Date: 11/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22514833, and find that this resolution is satisfactory to me.
Sincerely,
**** ****Initial Complaint
Date:10/22/2024
Type: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 don't know exactly when my son bought it. But he gifted the TV to me last Christmas. This TV was bought under ***** ****' name in New Port Richet, FL in ******* on Routh 19. The TV was working fine until about 6 months ago, maybe before then. My son thinks it's always had this problem though. We just kept blaming the internet. However, one of the reasons we changed internet providers was because we thought that was the problem. Ever since we got it from my son, it has been either shutting off or kicking us out of whatever program we were watching. For example, If I'm watching a show on *******, it will suddenly kick us out of ******* and we will be on the home page having to choose a network to watch again. Last night it kicked me out of *******, and then ****. The other night it would just turned off in the middle of our program. All I'm asking for is a replacement.Business Response
Date: 10/22/2024
Hi *******, we are sorry to hear you are having issues with your TV. We do not have any records of you all reaching into our support call center via email or telephone number. We will have one of our agents reach out to you and see if we can help resolve this issue. You are always welcome to reach out to us 24/7 via chat at www.elementelectronics.com.Initial Complaint
Date:08/12/2024
Type: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.
Purchased a 24 inch TV online thru *******. It is a product of Element Electronics. Purchased 9/6/23 with a warranty for three years. Just last week the TV took three hours to power up. Picture was also bad. Followed troubleshooting from Element support, same problem. They later told me that they cannot replaced the TV because ******* sent me the wrong model. So Element told me that my beef would be with *******. Contact *******, they do not or wil not do any thing because it’s a third party. All I want is the tv replaced. Element also gave me a ticket number which is *******. I feel ******* is also at fault but Element should replace my TV.Business Response
Date: 08/27/2024
Hello ********,
We see you are having issues with your 24" Element TV. We will authorize a replacement, and our team will be reaching out to you in the next few business days. Sorry for the inconvenience.
Initial Complaint
Date:07/15/2024
Type: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.
Dear Better Business Bureau,
I am writing to seek your assistance regarding an issue with Element Electronics' customer service. I purchased a TV on May 16, 2024, for $228.00. Unfortunately, the TV started going in and out, I contacted ONN because it had not even been 30 days. ONN, instructed me to take the T.V. to ********** for repair on July 6, 2024, at 11:00 AM. During this process, it was escalated with the understanding that I would receive a new TV, as I am still within the warranty period.
Despite my patience and efforts to contact Element Electronics, I have been unable to speak with a representative. I have left multiple messages, but unfortunately, I have not received any callbacks. Additionally, I received an email advising me not to email further, as it could prolong the process.
Could you please help me obtain an update on the status of my replacement TV? I would appreciate any assistance you can offer to resolve this matter promptly.
Thank you for your attention to this issue. I look forward to your prompt response.
Best regards,
Mrs. ********* ** *****
*********@yahoo.com
###-###-####Business Response
Date: 07/22/2024
Hi there.
We were able to send you a refund check for the price of the TV. You are able to go back to the retailer and claim taxes. The manufacture warranty covers the cost of goods/price of the TV. Since taxes are different in all states and counties, the retailer may be able to help assist refunding you the remainder of taxes.
Customer Answer
Date: 07/22/2024
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.
Sincerely,
********* *****Initial Complaint
Date:07/08/2024
Type: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 ONN TV from my local ******* on February 16th. I paid around 459 including local taxes and or fees for the store itself. However, outside of taxes and added fees, the TV is estimated to be 429. I was promised time and time again a refund for my television. Moreover, after receiving my product the screen would not turn on, after emailing for a couple of weeks I told they would be able to send out a paper check. I was provided a date of shipment, the check amount, and the check number as well. I waited for the time period they provided which was 10-15 business days and the check never arrived. After this issue occurred, I reached back out to the customer service department. Unfortunately, only to be met with complete and utter disrespect. I have been given false dates of the checks arrival, as well as dates and or times for supposed email updates, whether that be from their claims team or their finance department. I have reached out for months and have yet been provided concrete evidence and or proof of the checks initial shipment and or follow through with the reissued check that was promised. I am beyond frustrated with this company's lack of responsibility, respect, and follow through for their customers. I have been beyond patient and request an immediate refund, seeing as has been four months now. I have made countless attempts to resolve this situation internally, however, this company seems dedicated to wasting my time and money.Business Response
Date: 07/12/2024
Hello ******,
We have supplied a copy of the cashed check that was endorsed and cleared. We will attach the copy of the signed and cashed check here in this BBB response as well. If you did not cash this check you will need to address this with local authorities.
Initial Complaint
Date:05/28/2024
Type: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 am absolutely done with this company and I am contacting legal aid. This situation started on April 22nd when I contacted in regards to my defective television. My warranty claim was approved and my refund check was mailed out on April 26th.
I received the refund check on May 2nd and deposited the check. Everything deposited fine. The money was available. The next day, I received a message from my bank stating that the check was reversed out of my account due to either insufficient funds from the check issuer or the check was written incorrectly.
Now, I understand that these things can happen, so I chatted with ONN and the issue should’ve been resolved that day right? That is not what happened unfortunately. I have been going back and forth with this company for weeks. It has been a month. Every time I contact I hear the same thing: the finance team is working on it you’ll hear back in 24 hours, we’re working on an update, don’t worry we’ll take care of this, etc. the finance team works M-F. They have had ONE MONTH to come up with a solution.
This company has been giving me the run around for a month. This is so ridiculous. So now, I’m taking it to social media and a lawyer. I am now going to not only seek my refund, but also additional compensation for my stress and time it has taken for me to get a solution. I am so disappointed and I honestly will never use this company again. I can’t believe this is what I have to do to get a solution.Business Response
Date: 05/28/2024
Hi *******,
Please reach back out to our team with an official receipt. We have called ******* on 6 different occasions and the order number provided is invalid. We are not selling these TVs for over 700.00, so the $1,169.00 purchase prices had to be validated via *******.com. The supervisors at ******* and agents suggest we get back with you for a valid receipt from *******. Thank you.
Customer Answer
Date: 05/28/2024
Complaint: ********
I am rejecting this response because:
I’m not sure what you’re talking about here, but the fact still remains that I paid that price via the receipt and the bank statement of ******* taking that amount out of my account. I have my bank statement as proof.
Secondly, I reached out to ******* and they told me that they do not bridge the gap between ******* and the company. So, there would be no way for them to send the receipt and “include my first and last name”. I’m not sure what you expect me to do as a consumer?
I also find it interesting that you’re contacting me with this information after I reported the company to my social media page and filed a formal complaint. Because the refund check in the amount I paid was sent to me at the end of April. I’m unsure what ******* is “telling you”, but when I called my lawyer, he alerted me that this is not possible especially when my receipt and bank statement match up and I submitted my model number and all information.
I am glad that I decided to take this the legal route. I will also be using this email.
Sincerely,
******* ********Business Response
Date: 05/28/2024
Hi there, the original receipt is not valid with *******, and we must have a receipt from ******* stating and validating the receipt / proof of purchase. The original order number on the receipt supplied is not valid within *******.com purchase/order history. Once we have a valid receipt from ******* for the original purchase, we are happy to quickly issue another check.
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