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Business Profile

UV Lamp

PhoneSoap

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in UV Lamp.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 0 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:01/13/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Problems with Product/Service - I received a refurbished HomeSoap unit on December 20, 2022. The refurbished unit was a replacement for a previously purchased HomeSoap unit that failed and was out of the one year warranty period. Upon receipt, I plugged the refurbished HomeSoap unit in, pressed the power button and nothing happened. I tried a different outlet and same issue. I tested the outlet with a different device and verified the outlet works. I shined a bright light into the unit to recharge the bulbs, then plugged the HomeSoap unit back in and tried again, again it did not work. I have not been able to get the unit to turn on. I sent an email regarding this issue on December 22, 2022. On December 30, 2022, I received a reply email from Daphne promising a prepaid shipping label to return the unit and requesting the batch number of the unit. I responded to this request the same day; however, I have not received the prepaid shipping label yet. I inquired as to the status of the prepaid shipping label on multiple times (January 6th, 10th and 11th, 2023), but have not received any communication from the company. I would like to resolve this matter as soon as possible.

  • Initial Complaint

    Date:01/09/2023

    Type:Product Issues
    Status:
    Unanswered
    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 PhoneSoap Pro in September 2020. In December 2022, my unit began showing a red light. I reached out to customer service via [email protected] on December 14th and received a reply FIVE days later on December 19th. I responded immediately and it took another two days to receive a reply. Since my unit is out of warranty, "Brenda" let me know that they will give me a discount to purchase a new unit since the unit cannot be repaired. I told her I did not want a discount as I will not be purchasing a new unit. I received another reply on December 23rd stating that if I mailed the unit to them, they could change the bulbs for me. Then she sent me a satisfaction survey even though my questions had not been answered and my ticket had not been resolved. I'm willing to pay the postage to have the bulbs replaced. However, I responded immediately and asked what would happen to the unit if replacing the bulbs didn't fix the issue. She responded FIVE days later on December 28th and again did not answer my question of what will happen to my unit if replacing the bulbs do not work. I want to know if they will trash it or send it back to me. I responded again with my question on the same day and have not heard back. This was 12 days ago. I then attempted to use the live chat feature on their website. This does not work. I went through all of the prompts on my laptop, my cell phone, and an incognito window and when you get to be able to speak to a human, the page refreshes and nothing happens. THEN I reactivated my Twitter account and sent a DM. I was told they are switching between systems and that is why it's taking longer to respond. This is fine, but it has now been four days since I heard from "Daphne" via Twitter. This is THE WORST customer service experience I have ever had on a unit that is broken. I understand the unit is out of warranty and I'm not seeking a refund, I just want it fixed and I want my questions answered.

  • Initial Complaint

    Date:01/06/2023

    Type:Product Issues
    Status:
    Unanswered
    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 the Home Soap from PhoneSoap online. Upon attempting to use the device it did not work. I reach out to phonesoap and they said they to send it back in and they would email me a return label. That is where the communication stopped. I have never received the label and have attempted to contact them numerous times via email and have not heard anything.

  • Initial Complaint

    Date:12/05/2022

    Type:Product Issues
    Status:
    Unanswered
    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 home soap on 11/28/22, and received it on 12/1/22. I opened the package, read the instructions, and plugged it in. Pressed the power button and nothing happens. I tried a different outlet and same issue. I tested the outlet with a different device and verified the outlet works. Plugged the home soap back in and tried again, and did not work. I called the customer service phone but was directed to go through their website. I emailed the customer service and it took them over 24 hours to reply. Daphne replied asking for my order number. I replied immediately with that info hoping I didn’t have to wait 24 more hours for a response since she was currently sitting on her computer. I then received an email from Karla stating that some units due to prolonged storage that the bulbs may lose energy and dissipates to the point where it needs a recharge. She suggested that I place it near direct sunlight for a few hours. Well it’s winter now and there isn’t a lot of direct sunlight. Four days has passed and have not received any communication. When I purchase an item, I expect that it will come in working condition. There were no instructions or disclaimer that the bulbs might need recharging. I just want to get my money back at this point and not deal with this company. Truly bad customer service.

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