Complaint Bought tablet on 08/2/2013 returned not once but twice now. Have asked for refund or another product, getting nowhere with them after several attempt Purchased on 08/02/2013 with 2 year replacement policy total cost $ 115.99 returned first defective product July 2014 at a shipping cost to me of approx $20.00 received another defective tablet, received prepaid shipping label this time and returned approx 08/11/2014 on 09/04 was told UNREPAIRABLE set to replace but out of stock. Should recieve stock early Sept on Sept 20th told same only now late Sept. I ask to be contacted by phone and told they don't do that they have not responded to my agreement or attempts to resolve in a timely manner so after 3 different people and numerous unacceptable e-mails of which I have copies of I am contacting you for help. The RMA number for our Kurio 7s tablet is XXXXXXXXXX and the Ticket number is XXXXXXXXXXXXXXXX. As mentioned total original cost was $115.99 not including the near $20.00 I paid for first return. I have received e-mails from ******************** and ****. I asked to be sent a similiar cost product of there's or a refund of my money to which I got NO answer . My Grandson that this was bought for has been without his tablet for approx 2 months of the 13 months involved . Very very unhappy and I didn't feel they even cared . Thank you for your help ,Sincerely ***** ****
Desired Settlement I would at this point prefer a refund so that we may get a totally different make comparable product that the boy can actually have and use. However if that is not possible an upgraded model would be desired just to get him a tablet he can use and I would also like a letter or some kind of apology or way to make up for our loss and frustration they have caused.
Business Response To whom it may concern,
We apologize for the length of time it has taken to send Ms. **** her in warranty replacement. Due to success of the product, replacement units are on back order and have taken longer than expected to receive. We should receive our replacement units this week and will move Ms. **** to the top of the list for a replacement unit.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I have received the replacement tablet and it seems to be working fine . I am glad to see they apologized to you at least and were quick to send out the replacement after your involvement . Your help is more than appreciated in this manner . Thank You so very much !!! Sincerely , ***** ****
Complaint My tablet was received by the warehouse on 07/29/14 They were going to send me a new one but it has been on backorder and it's Sep 12,14. I mailed my Kurio Tablet to be repaired and they received the unit on 07/29/14.About two weeks later I had an online chat with customer service to see why there had been no updates to my order status.I realized then that they could not fix the unit and would be sending me a new unit which is a KurioS10. About 08/15/14 I online chatted with customer service again to check the status and they said the unit was on back order.The unit has been on back order since then. At one point they said If I didn't want to wait any longer they could send me a KurioS7. I told them that was not an option I wanted what I sent them a KurioS10.The online chat escalated my case to the warehouse and nothing happened. Then they escalated my case to their Corporated office and still I have not been contacted. This is my RMA#XXXXXXXXXX
Desired Settlement I want a new KurioS10 which is what they are supposed to be sending me. But I want it now.
Business Response To whom it may concern, We apologize for the length of time it has taken to send Ms. Weatherford her in warranty replacement. Due to the success of the product, replacement units were on back order. We advised Ms. Weatherford of the delay and offered a 7s unit that was in stock. She refused the 7s offer. 10s units are now in stock and Ms. Weatherford's replacement unit has already been sent.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Kurio shipped me a defective tablet and required me to ship the defective item back to them before they would replace it. I contacted Kurio on February 5, 2014 to report that the tablet I purchased from them was defective. It would not charge and would become extremely hot when plugged in. My complaint was Kurio RMA Number XXXXXXXXXX. I've corresponded with ***** M and ******* M in Kurio support and was told I had to ship them the defective unit in order to have it repaired or replaced. I paid $16.08 to ship the defective product back to Kurio and they replaced it, but I am out $16.08 because they shipped me a defective product. There is no way I should be the one to bear that cost. I e-mailed them a copy of the receipt where I paid $16.08 for shipping and they repeatedly refused to reimburse me. They say that it is their policy that customers have to pay to ship the product back. I don't see how that makes any sense. They would not reimburse me for my shipping the product back to them or for the cost of shipping the original defective product to me. I am essentially being charged for their mistake. This is patently unfair.
Desired Settlement I want them to pay me $16.08.
Business Response To whom it may concern.,
On March 4, the complainant in case XXXXXX contacted our Technical Support team about his issue with the $16.08 shipping charges. Our return policy is set to the industry standard followed by other tech companies. That being said, I had instructed our Tech Support team to inform the customer that I would have his $16.08 refunded along with a second replacement tablet to replace the first replacement tablet. He was informed that the check would take 4-6 weeks to process and send out. He then responded and said he would contact the BBB to say the issue has been resolved. I trust this sufficiently responds to BBB's inquiry. Feel free to contact if we can be of further assistance.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Kurio Wherehouse has had my tablet for 5 weeks for repairs under warranty. There has been no communication of when it will be returned. On 1/24/15, I purchased a Kurio tablet for my son to use. A few months later, my son told me that it would not charge beyond 89%. I contacted the tech support through live chat around 4/7/15 and we tried to rectify the situation, but the tablet still would not fully charge. On 4/8/15, Kurio sent me and RMA# and told me to mail it to El Monte so it could be fixed because there was a 1 year warranty. I was told the process could take 10-15 business days to rectify. On 4/14/15 the where house received my tablet. After 15 business days had passed, I contacted tech support through live chat again and they said it might take up to 20 business days. After 20 business days, I contacted tech support through live chat and was told they had no idea of when my tablet would be fixed because the where house didn't have the supplies. I was told I could also email ***********************@supporttechs.com to let them know of my dissatisfaction. I contacted that email address on 5/12/15, but have not gotten any response. The repair process has gone on long enough. I would like my tablet repaired and returned to me or I would just like a refund on the money I spent to buy the tablet.
Desired Settlement I would like a tablet that is new and working correctly delivered to my house promptly,(within 7 days) or I would like a full refund for the product of $107.99
Business Response To whom it may concern,
We sincerely apologize for the delay in sending the RMA unit. Unfortunately we have had unavoidable delays that have caused the shipments to be late. We are in the process of rectifying the situation and hope to get them out as soon as possible.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) This is an unacceptable response. All I have received from Kurio are empty promises. First I was told, the repair process would take 10-15 business days. Next I was told it could take up to 20 business days. Then I was told shipments were expected in June. It is June now, and Kurio has had my tablet for nearly 8 eight weeks. I paid for a tablet and I don't have one. Since I cannot trust either the quality of Kurio products or the word of the company, I would like a refund of $107.99 This is how I would like Kurio to rectify the situation.
Final Business Response Good afternoon,
we greatly apologize for not sending the replacement tablet with a charger. A replacement charger was sent out on June 23, 2015. We consider this matter closed.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I finally did receive the tablet back, but there was no charger with the tablet. I shipped both the tablet and charger to Kurio World in April. What good is a tablet w/o a charger? I need the charger back. Overall I am completely unsatisfied with the customer service and quality of product that Kurio puts out. The least Kurio could do would be to contact me and speak to me, apologize, and mail the charger back.
Complaint App not compatible with tablet Kurio boasts it is the ultimate Android tablet for families, however I was unable to load my son's favorite app onto his tablet. Minion Rush is a popular app that my son thoroughly enjoys. He plays the app on our cell phones so we wanted to put it on the tablet we purchased for him, but it would not work. After multiple rounds with Kurio ' s tech department they told me the problem was with the app maker and not their system. However I downloaded the free app from the Kurio store and the app does work on other Android devices. I told Kurio I was not satisfied and needed a refund since I will need to buy my son an alternate device, but they disagree with me and blame the app developer. They have since stopped responding to me when I asked to escalate my concern to upper management.
Desired Settlement I wish to be refunded the full $150 I spent on the tablet. I am happy to return the tablet to them.
Business Response To whom it may concern,
After numerous efforts to assist this customer, our Technical Support team determined that the issue is not with the device, but rather the App and its functionality limitations. The Minion Rush App was developed by Gameloft and only permits the App to run on the main profile of a device. Our devices have multiple profiles and the majority of apps can be loaded to each profile, however, Gameloft will not allow this feature. This is a known issue for this App and the only remedy to is for the developer to change or update the App to allow the multi-profile download.
There is nothing wrong with the device, and despite our best efforts, we cannot make the App compatible as desired. Since the device was purchased from a third party retailer, Techno Source is not authorized to provide refunds. We do thank you for the opportunity to be of assistance.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) We can go round and round. Kurio wants to blame the app developer, but what about their advertisement that boasts the device plays android apps? Not to mention the Minion Rush app was available in the Kurio store. Why would an app that doesn't work on Kurio ' s devices be offered in its app store? That is extremely misleading to consumers. As far as purchasing from a third party retailer, that is not a concern. It is Kurio's device and they should compensate me for misleading me to believe the device would suit my needs. I'm extremely dissatisfied and it is evident Kurio is concerned with currency and not consumer.
Final Business Response The Company responded to Ms. *******'s inquiry and attempted to assist her. The Company certainly cannot require Ms. ******* to "accept" its prior responsive efforts, just as the Company cannot change the nature of the issue. As previously advised, the particular App at issue can only be used on the device's primary profile. The App will not allow a download to all profiles available on the device. The Company has no control on third party App programming design. Again, the App at issue can be used on the device, but only on the primary profile. We thank Ms. ******* for her purchase and want to assist her with any problems; however, the problem she is concerned about cannot be remedied by the device or the Company.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Yes, Kurio did attempt to remedy my issue, and I am appreciative. The fact remains that as a consumer I was led to believe this tablet would play all android apps on my child's profile. When I look in the Kurio store and see Minion Rush, I am led to believe my child can use that app on his profile on his tablet. I do not have time or resources to contact each app developer and see if their apps are able to be played on the Kurio tablet. When I am in the store and read Kurio's advertising claims of being the ultimate Android tablet and see the apps I want in their app store, I purchased their tablet. I really want Kurio to take responsibility. Even if we agree to disagree, they can truly remedy my issue by taking back their device and compensating me monetarily.
Complaint Faulty product, Kurio makes us pay Bought a Kurio 7s in October 2013. It broke in April 2014 only a few months after having it without any damage coming from us. Product just failed to work anymore. Kurio made us pay to ship it back to them to reissue us a new one. Received the new one in May 2014 and now here we are in Sept 2014 and it broke again. Now Kurio wants us to pay again to have it shipped back to them so they can fix it or reissue a new one. The product keeps failing and they want us to keep paying for their mistakes. They will not work with the customer to fix the issue. It has been owned in total less than a year and the new one only just a few months. They will not let you speak with them over the phone to correct the issue of paying for them to fix it/reissue a new one. So if the product keeps breaking the customer has to keep paying and they will not change that. A business should stand behind their product and they won't. When trying to chat with customer service they just throw links at you and are not willing to help. Bad business. Bad Product. My daughter is only going to be 7 years old and is only able to use the product sparingly before it breaks? She is terribly upset that it broke twice and cannot play on it. It's also unfair to her that this keeps happening and they are unwilling to help.
Desired Settlement I would like a WHOLE refund from the company and I am willing to give them the broken item back. I don't want a replacement at this point because now I do not trust the product or the company. This is the only way I will be satisfied since they are not very willing to stand by their product and neither should I. My daughter should be able to go buy something else that won't break on her. It's completely unfair to her.
Business Response To whom it may concern,
We have contacted the customer and are in the process of resolving the issue.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Kurio wrote to me twice, both times saying my issue was sent up to escalations. This was on Oct 11th and 13th. I have not heard from them since. I feel like this is a generic response in order to keep ignoring me.
Final Business Response To whom it may concern,
We have been in contact with the complainant and are in the process of resolving the situation.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I was told that a full refund would be on the way and I have not yet received it. When I do receive a refund I will say the situation is resolved. It took quite a while for Kurio to respond to my complaint and I still do not fully trust them in resolving this. At this point I am still waiting.
Complaint I was promised delivery of a tablet that they had to replace today. When contacting customer service they said it will not be shipped until tomorrow. I sent back my son's tablet last month to Kurio because it was broken due to manufacturing problems. They resent the item and required signature on delivery I changed the address with fedex to deliver to me at work since I would not be home to pick it up. Kurio decided to reject that and sent it back to their warehouse. When I contacted them on 8/7/14 I was told I would have the item today 8/12/14. When I followed up with them today not only was I told it won't be here today, but not shipped until tomorrow. Then the customer service rep disconnected from me on the chat. The problem is I can not get a live person they only deal with e-mail or online chat. I feel like I may not even get the product but want my product immediately. It has been well over a month since we sent it to them.
Desired Settlement I want my item shipped tomorrow 8/13/14 and overnighted to me so I had 8/14/14. I will accept nothing less. Plus I want the BBB to alert US consumers that this company will not deal with you live which means this is not a legit business. Something is not right.
Business Response To ensure proper delivery, our company requires a direct signature upon delivery. We timely shipped the product. FedEx attempted to deliver the item on 3 separate occasions and were not able to obtain a signature and returned the tablet to our shipping warehouse. We addressed the situation by arranging for delivery to the customer's place of work. The product promptly shipped to the customer on 8/12 and the replacement unit was received by the customer on 8/18/2014.
Complaint I purchased 2 Kurio tablets in dec 2013. Have had numerous problems with tablet and accessories.Customer Service emails me nonsense. No phone # avail. I purchased 2 Kurio7 tablets in Dec 2013. I've had numerous problems. Both tablet covers that I purchased to protect the tablet broke within a few weeks. One charger that came with the tablet stopped working within a month of purchase. One tablet screen broke, due to the cover breaking. Then the other tablet screen froze up. I'm unable to even turn it off. I had to wait until the battery died to get it to shut off. Now, and other charger doesn't work, so I can't even charge the tablet. The Customer Service, is of NO help. There is no phone # to call, just email. The emails are vague. One mention something about sending them another $79.00 to fix my tablet....plus shipping and handling. And nobody can tell me the amount of shipping and handling. I have nearly a dozen emails back and forth for over a month and nothing has been resolved. They are under warranty for a year, but what I understand from the emails, is that I'm not covered under warranty. Well. I'd like someone to explain why their product, described in all their commercials as being durable, (their commercials, litteraly have children throwing them down on hardwood floors.) which I've never done, and they still are broken. I just want answers and the company has refused to offer a phone number, yet they've asked me in a few of their emails for my phone #! I'd like to know why they need my number if they can't find the phone to call me. I've spent so much time trying to get this issue resolved to no avail. I've even requested my money back entirely at this point. I have two tablets, that don't work, nor do their chargers, nor do the broken covers that I purchased EXTRA, just sitting on my kitchen counter. I just wants some answers, I want the product I purchased to work.
Desired Settlement First option for settlement is I request a replacement for both of my tablets, both chargers, and both covers.
Second option for settlement is for a full refund totaling $299.94
Here are serial #'s for both tablets ***************-XXXXX-XXX-X
Business Response To whom it may concern,
This is a response to complaint Case # XXXXXX initiated by Ms. ********
The case involves 2 separate tablets. Ms. ******* claims one tablet ceased working ("Tablet 1") and the screen broke on the second ("Tablet 2").
The Company tech support team has been in contact with Ms. ******* to respond and/or address her inquires.
As to Tablet 1, the function issue is covered by the 1 year limited warranty. As is the industry standard, the customer will pay the shipping to our facility and we will pay the return shipping fee.
As to Tablet 2, the damage was caused by customer use and is not covered under the 1 year limited warranty. It appears a child cracked the screen. Although not covered by the warranty, in an effort to help our valued customers, we have an "out of warranty" website where ***** customers with broken units are offered the right to purchase a new unit at a good discount. Ms. ******* declined this option for Tablet 2.
Also, contrary to the commentary in the complaint, our commercial does NOT show "children throwing them Kurios down on hardwood floors". Our commercial shows the Kurio falling off of a sofa onto a carpeted floor.
We offer 24/7 customer service by live chats and e-mail. We don't use telephone. Our support technician asked for the customers email to ensure timely and proper delivery and to enable communication between the carrier and customer.
As another accommodation to Ms. Rosetti, I will instruct our tech support personnel to contact her and offer a further discount to replace Tablet 2.
In sum, Kurio has been responsive to the customer inquiries and offered fair and reasonable solutions beyond those required and hope to conclude this matter on a positive note.
Complaint I purchased a Kurio tablet for my son. we have had 3 replacements since because it froze, you could not load games. had lines running through the screen. 2 months ago they sent us an upgraded to to the kurio7s it needed to be charged so I plugged it in a little while later I went to unplug it so my son could play with it and it was so hot if he picked it up he would of got burned. I am so tiered of have to pay for shipping to send this back and forth and keep getting replacements. He has not even been able to play with it at all. The company will not do anything about this. I mean having a product that can burn a child Product_Or_Service: kurio tablet 7s Account_Number: RMA#XXXXXXXXXX
Desired Settlement I would like my $149.00 back for the tablet. plus the shipping cost that I have to pay for to send back and forth witch would be $18 x 3 = $54
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