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Business Profile

Vacuum Cleaners

Prolux

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacuum Cleaners.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 6 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:05/17/2025

    Type:Product Issues
    Status:
    Answered
    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.
    after using this product a few time I could not push it forward without exerting maximum forward pressure...there was absolutly something wrong this vacuum...this had happened more than the 60 day limit to return the item....

    Business Response

    Date: 05/20/2025

    Hi!

    I do apologize for the inconvenience that this has caused! Looking at the prior tickets it looks like you were going to send the unit in for warranty, the RMA is still open and I believe we are just waiting for the unit, The warranty is much longer than the 60 day return period. So you're for sure covered there.

  • Initial Complaint

    Date:11/03/2024

    Type:Product Issues
    Status:
    Answered
    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.
    power head beater bar part broke they only email no phone number that they answer always says the ****** subscriber is unavailable- left messages no call back- email response appeared to be an automated bot weird responses.. had to check back multiple times to force the next reply in the end they wanted my name address and payment info to sell me a new power head. never answered me regarding parts?I ended up buying one locally that cost me $350 this is terrible business practice and feels like a scam and an overseas company with a ghost location in ****

    Business Response

    Date: 11/04/2024

    I will reach out to the customer personally to see this resolved.

    He was messaging our representative ****, who's time difference is quite different then ours in ****, she's also been going through weather troubles where she lives which may also be affecting her response rate. We do email only as our CS is only 2 people with 1 who over sees it so it allows us to answer more people in a timely manner.   I apologize this has taken longer than expected for your issue to be resolved. Especially with the weekend taking over.  I see that you bought another unit, if you can return that, i will send you a head for free for the inconvenience that this has been for you. And have it expedited. I will be contacting the customer in-case he does not see this.

  • Initial Complaint

    Date:09/16/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This company has no business selling vacuums. They don’t work as advertised. I’ve tried a few of their models and they either require extra attachments that don’t even fit the vacuum, or they stop working in less than 5 times using the product. They only offer a 60 day return policy, which given how horrible their product is, is not enough time. If they actually stood by the quality, they would make it a year, like most other legitimate companies would do. I paid close to $700 for a product that is not at all reliable. I would like to return and get my money back.

    Business Response

    Date: 09/16/2024

    Hello, I apologize about the experience you have gone through with Prolux, trust me when I say I understand how that is. If a refund is what you are looking for I am happy to oblige, please respond to the email thread you had with our representative Mary and I will get you taken care of. Please say you are looking for Steven.

  • Initial Complaint

    Date:11/20/2023

    Type:Product Issues
    Status:
    Answered
    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.


    Complaint: ********



    I am rejecting this response because: they did notvemail me until I reached out a second time after they saw this complaint. I said nothing about a bare floor I know how to vacuum and would nor use a spinning brush on bare floor. I said the overall suction is horrible and the dirt does not stay in bag inside of vaccum is covered. Overall quality is not as stated.



    Sincerely,



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

    Business Response

    Date: 11/20/2023

    Customer reaches out on November 13th, 2023. We responded on the 14th. Never got a response until they emailed us again on Saturday the 18th. Return information has been given to the customer. We pay shipping and offer a prepaid shipping label. Customer also states the vacuum doesn't pick up. Which if it's being used on hard floor surfaces it wouldn't since a spinning brush roll on hard floor surfaces would kick the dirt and debris backwards. The brush roll would need to be removed in order to used on hard floor surfaces. Our commercial 6000 is meant to be used on carpet.

    Once the vacuum is returned, a full refund would be issued. Once we receive the vacuum we will also test it and see if there's anything truly wrong with it.

    Customer Answer

    Date: 11/20/2023

    I will be returning item for refund. As long as this happens I am satisfied with thec esults.

    Business Response

    Date: 11/21/2023

    Do we need to send the return information again? Or were you able to find in your email?

    Let us know.

  • Initial Complaint

    Date:08/23/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    They NEVER answer their fon and I need a replacement part. I like to think that an almost 400 USD vacuum is not disposable. Can’t get anyone to return my calls for the last two + months

    Business Response

    Date: 09/05/2023

    Good morning. Due to our small customer service department of 3 people. Email will be the best way to reach us. As it allows us to help more customers in a timely manner. We also don't have any work phones here at Prolux. We see that the customer emailed us twice which we have responded to. If customer can email us back, we can expedite any replacement parts.

Prolux is NOT a BBB Accredited Business.

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