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

  392 Us Highway 321 Byp N Winnsboro, SC 29180

  
• 

  Element Electronics

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

• 

  Element Electronics

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

• 

  Element Electronics

  6423 City West Parkway Eden Prairie, MN 55344

• 

  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:12/28/2022

  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.

  My kids bought me an element smart tv for my birthday on Dec. 16 2021! Not even a year later-November, I notice lines going across my tv screen. Researching I found out this is a common issue with these TVs. I contacted the company and they say you have a 2 year warranty for the tv, that they will send me an email for information and pictures. So the next day I sent them the pictures they requested and the information. Than for over a month, they kept sending me an email saying one of the pictures had to be retaken, they claimed it was blurry! Although it looked the same as the ones they accepted. They kept dragging it out until today, when they told me that I was out of warranty. It was not even a year when I complained and I have a two year warranty! I have sent over 32 emails trying to get them to fulfill their obligations!

  

  Business Response

  Date: 12/31/2022

  Hi ********  It appears we were able to get this processed for you and sent a refund check for the purchase price of the TV.

  An email was sent several days ago with the following check information.  Thank you so much for your patience through this process.

  Case Number: *******
  Check Number: 49XXX 
  Check Amount (USD): XXX.99 
  Mailing Date: 12-29-2022

  Customer Answer

  Date: 01/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have never received the check?!?!
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 01/12/2023

  Hello *******,

  The check was issued and mailed to you on 12/29/2022.  We will stop payment on this check at the 30 day mark and issue another check for the $299.99.  Once we have these details we will email you all the details.

• Initial Complaint

  Date:12/28/2022

  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.

  Element Electronics is not very responsive. I have emailed them 11 times and they don’t return phone calls when I have left my number

  

  Business Response

  Date: 12/31/2022

  Hi ***,

  We are so sorry we didn't get back to you at most the next business day, even more so on the first day you reached out to us.  During this week, we experienced higher call volume than anticipated.  Thank you for your feedback.  We strive to deliver exceptional customer service and experience for all our customers. 

• Initial Complaint

  Date:12/15/2022

  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 purchased my 65’ Roku television from target December 2022 . In March of 2022 it began to glitch terrible . I sent several email and noon ever responded to me . I have prof of all of this . I sent another email as the glitching never stopped and enough is enough . No one should purchase a television and have this many issues in such a short period of time. And then to have nooner respond to your complain is just terrible

  

  Business Response

  Date: 12/19/2022

  Hello there.  We are sorry to hear of this issues you are having glitches with your 65" Roku Element TV.  We have your case in our system and once of our customer experience agents will reach out to.  We will walk you through our warranty process and process a refund with you. Please  be on the look out for an email from our Element support team.

• Initial Complaint

  Date:12/14/2022

  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 two 58 inch ONN-TV with a one year warranty on 12-03-2021. Upon Product Registration with ONN-TV, I received an extra year of warranty on 9-02-2022. Both tv's developed a similar issue: lines across the bottom of the sceens. My first contact with ONN-TV customer support was with "Ashley" on 12-09-2022. I provided a short video and a photo regarding the issue with both tv's. I was denied the second year warranty. Then I contacted another ONN-TV customer Service Rep. "Arthur", on 12-11-2022, and provided him with the extended warranty e-mail I received on 09-02-2022 by "Scott". I was denied again, eventhogh the e-mail from "Scott" begins with "Cogratulations!" on my extended warranty. By the way, the "Request" number assigned to my case is: *******. I will upload both, the original receipt and the extended warranty e-mail. So far, I'm quite dissapointed with how ONN-TV handled this matter. Very Sincerely, ******* *.

  

  Business Response

  Date: 12/19/2022

  Hello there.  We have your case in our system.  We are sorry that the TV is having issues and we will be able to process a refund.  A member of our warranty team will reach out to you via email and walk your through our refund process.  

  Customer Answer

  Date: 12/19/2022

  
  
  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:12/12/2022

  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.

  Have a 55inch element tv filed a complaint 2 months ago and have still not heard back. Our screen is flickering and has lines running through it. Filed another clame 2 weeks ago just to get it back in to their system I guess. We have tried live chat which disconnects as soon as it says connecting to a live agent.
  We have called at least 29 times and left voice-mail left call back numbers all to no response. Our warranty ends in January Our first contact was in October to file a claim on our warranty. We need help and will be at a total loss on this device come January seems like this is what Elements is hoping for.

  

  Business Response

  Date: 12/19/2022

  Hi there *****.  We have your case in the system.  Sorry to hear of this TV having issues.  We will have a member reach out to you and process a refund.  Have a great day.

  Customer Answer

  Date: 12/19/2022

  
  
  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:11/29/2022

  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 have a 24 inch Element television which I purchased from ****** in the Summer of 2020. I was watching television yesterday morning when my picture went out. I chatted with a gentleman named Melvin with Element Electronics after attempting to talk to someone one the phone to no avail. Melvin stated that someone would reach out to me from the claim department. I received an email from Melvin Tuesday, November 29, 2022. Melvin stated that this sounds like the television had been damaged. The television has not been damaged and I followed the instructions on Element Electronics website to get the picture to reappear. All attempts were to no avail. These were the same attempts that Melvin instructed me to attempt.

  

  Business Response

  Date: 12/02/2022

  Hello *******, sorry about the miscommunication.  However, we did send a follow up email that the wrong email was sent - regarding the unit being physically damaged.  One of our customer experience agents will be reaching out to you with in the next 3 - 5 business days to follow up on walking you through the replacement process. 

  Customer Answer

  Date: 12/05/2022

  
  
  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:11/28/2022

  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 have contacted this company about the TV I bought back on July 24,2022 and I was told that a supervisor would call me back and they never did. I bought the TV at ******* and the only have a 90 day return policy.

  

  Business Response

  Date: 12/02/2022

  Hello there.  We are sorry to hear the TV is no longer working.  One of our team members will be reaching out to you to follow our warranty process.  We are experiencing higher call volume so it may be about 3 - 5 business days.  We will for sure be in touch.

• Initial Complaint

  Date:11/21/2022

  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 purchased a 65” Roku tv around Thanksgiving 2020. Earlier this month the screen dimmed, but I could still hear the sound. I tried all the troubleshooting suggestions found online. I called support and the rep walked me through doing all the things I’d already tried and suggested a reset. Eventually the screen brightened. Unfortunately it did not remain lit. It keeps going in and out sporadically and none of the troubleshooting methods work now. It decides when it wants to work properly. There is obviously a bad component and judging by all of these reviews, there must have been an entire bad batch of these televisions. I’ve not had the tv but for almost 2 years. No tv should only last two years! I have smaller televisions that I’ve had for 8+ years from other brands that are still going strong. I’ve contacted support through phone and chat and they said it’s outside of warranty. In the case of this particular problem of being a faulty product, and with it being so widespread, there should be exceptions made for these horrible tv’s! The reps don’t seem to care they’ve sold a faulty product to hundreds of people and keep bringing up that it’s outside warranty. If it were a single issue and outside of warranty I’d say well, dang I guess I got a bad one, but from the looks of it, there is a widespread occurrence of faulty tv’s and element doesn’t seem to mind it.

  

  Business Response

  Date: 11/21/2022

  Hello ******.  Thank you for reaching out.   We are sorry to hear the TV is no longer working.  There is a one year warranty for our Element TVs.  We will have one of our customer experience agents reach out to you.  Hopefully, we can help trouble shoot a resolution or be able to process the warranty claim quickly for you.

  Customer Answer

  Date: 11/22/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I still provided all the information requested, but I stated in my original complaint when the television was purchased. Their response was it has a one year warranty. That is the same thing the chat and phone personnel stated and it has been over a year. Being that there are mass issues with these tvs, a recall should be issued and provide us with a refund to get a tv that lasts. As stated in my original complaint, I have tvs that are 8+ years old that still work properly from other brands. This company knows their products are faulty and still gives the runaround when “finding a solution”, which from any upstanding company should be to recall the items. The man was nice, but until I came here and read the response I thought they actually read my complaint and understood how long it had been since my purchase. Now it is clear they did not. A warning to all those searching for a tv: AVOID ELEMENT BRAND!!!
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:11/16/2022

  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.

  My name is **** ****** and I purchased a roku element 58" tv on 11/2/22. I tried to set the tv up on 11/12/22 only to find out that the remote is not working. I contacted a representative through the customer service and I did get through. I followed all of the required steps for them to send a new remote to my address but still have not heard back from them. I tried several times to call them but I can't seem to get through. I even replied back to the email to find out the status on the shipping of the remote but still have not heard back. Got a brand new TV set up and ready to go but can not get through the set up process! EXTREMELY IRRITATING. Someone needs to contact me ASAP on this matter!

  

  Business Response

  Date: 11/21/2022

  Hi ****,

  We have the new remote control on order.  Sorry for the delay in our response time.  Our call volume increases during this time of year.

  Here is the copy of the email sent by a CX agent.

  JosephYesterday 08:47(assign)
  Hi ****,
  Case # EU- *******
   
  Thank you for contacting Element Electronics Customer Experience Team.
   
  We have received all the information that you sent us in regards to the replacement of the Remote
   
  An order was placed today with our warehouse, and we will get back to you within 5-7 business days with a tracking number. We appreciate your patience and loyalty.
   
  Thanks,
   
  Joseph
  Element Electronics Customer Experience Team
  888.842.3577
  ***************@elementelectronics.com

• Initial Complaint

  Date:11/15/2022

  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 purchased an Element 50" 4K UHD television from ****** on February 22nd, 2022. Since then I've had nothing but issues with the tv. My TV screen is completely black, my indicator light isn't turning on. I've switched it from several different outlets so I don't believe my outlets are the issue. I've filed 2 claims, regarding the same tv because I never received a response back. I filed once again and still haven't heard back. I'm frustrated because my warranty is up in a few months.

  

  Business Response

  Date: 11/15/2022

  Hello ******,
  
  
  
  Thank you for reaching out. We can see your information in our system and it appears the team is working with you to process the warranty claim.

  Customer Answer

  Date: 11/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I have been speaking with representatives over email for a few days now. They're telling me I have no choice but to go to the uBreakiFix store in Woodbury. I have stated to them in responses politely informing them I don't have the ability to get to the store as I don't have a car to go there and have asked for an alternate solution to my issue.

  

  Business Response

  Date: 12/02/2022

  Hi there, we have mailed your refund out to you back on 11/21/2022.  Our internal case is closed.  

  Case Number: *******
  Check Number:4XXX0
  Check Amount (USD):XXX.XX
  Mailing Date: 11-21-2022