Complaints

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:12/06/2023

  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.

  Dec 2023 complaint: Warranty work not being done.They sent me a box via FED Ex that I had to PayPal them $20 for on November 19th for returning the unit. See image After dozens of interactions for "request *****" via email over the past several months with two folks (last being "Kiki" and "*****"), the company will not issue a return authorization shipping label saying that their *** Shipping System is "abnormal and they can't issue arrange the (return) shipment during this time" for warranty repair. This is -only- after I contacted them after waiting over a week for the shipping label they promised to mail me and never did.The price of the unit, purchased directly from their MaxOak Bluetti website, was over $1800 a couple years ago and I have six pages of fault codes after using the unit four times.I believe, after reading other BBB complaints, that they've not intended on doing the warranty work and have been stringing me along. March 18, 2021 purchase Order Number #Bluetti-US5513 Unit: 2000W 2000Wh Solar Generator $1823.24 final cost paid for through **************** credit card. See image I'd like a refund check sent to my PO Box or a new Solar Generator of equal size, or greater, in capacity and output, or the repair of my unit.I've followed their warranty steps as outlined on their website. Thank you for your assistance. I'm disabled and unable to afford an attorney at this time to resolve this, but will if I have to.

  Business Response

  Date: 12/07/2023

  Dear BBB Team,

  Sorry for this case.

  We have tried our best to help the customer with this issue. The return label has been shipped out, and we will help him return the unit for repair after he receive the return label.

  Regards,

  Bluetti CS Team
  

  Customer Answer

  Date: 12/22/2023

  More Information...A new ticket ***** was opened 12-22-2023 @10am PST via phone with *** as an add on to the previous ticket with ***** and **** (phone customer service rep *** states he can't add on to the orihinal ticket number) as the Warranty Work done by Bluetti did not resolve the issue. Specifically, unit does not charge from any of the four Bluetti 200 watt foldable PV solar panels, which I tested individually, and the calendar resets each time the unit is turned on (day to day), which I've been doing to test PV charging ability. As we've had days of storms, it took several days to get clear enough weather to ensure adequate sun. *** will escalate this ticket to have the unit replaced. He also noted that my order number from when I log into their main website, is also associated with another customer from 2021, someone named ***** whom I do not know, so they have an internal purchase order code number issue that needs to be looked at. I will update BBB when I get a new, working unit. 

  Customer Answer

  Date: 01/22/2024

  Resolved. They made good on the warranty, but put over a dozen obstacles in my way before doing so. Buyer beware. 

• Initial Complaint

  Date:11/06/2023

  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.

  *****; $1,810.00// THEY WILL EVADE WARRANTY! AND TECH SUPPORT! SO SAD! I NEEDED. A 911 SOLAR GENERATER! TO SAVE MY LIFE! I got a bluetti ***** watter . With 420w solar panel. Or a simple swap; // $970.00 Panel arrived damaged. AND IT IS. TO HEAVY! TOO NAVIGATE.. SPLIT IT. IN **** I wanted. A simple refund. So I could, buy another. First they offered me $30.00. I said no. I want. A refund. SO I can buy another . It took more. Than 5 days!! On amazon. For the merch. To answer. THEN: They sent me. A bar code label. My local don't accept; I asked. For a normal addresses *** ETC, Free return label. THREE WEEKS! INTO, A SIMPLE RETURN; They sent me. a label. I had to pay. For postage. [OVER $100.00] On a Amazon free return. =ANSON= REFUSED TO TELL ME. HOW MUCH REFUND. I WOULD GET... GETTING: ONLY EVASION: FROM *****< Not getting. ANY help. I filed. An amazon; A to z claim. And stopped: payment. From, my credit card. SUFFERING ALL OF. THAT RUN AROUND. I CAN SAY. THEY WILL EVADE WARRANTY AND TECH SUPPORT. I filed: Bad merchant. On Amazon ; Do not lose!! The boxes.!!... There is no resolution; My bad experience. With CS. Stays with bluetti. Forever. HAD I NOT SUFFERED. I WOULD HAVE BOUGHT MORE!!!! SO SORRY! FOR YOUR LOSS BLUETTI. + FIRE> ANSON < IS THE REASON. FOR THIS ACTION. PUT THE ***** WATt; ON SALE! ""TILL XMAS" $700.00. OR LESS. MAYBE I WILL RECONSIDER. AND CHANGE. MY REVIEW. ON YOUR AMAZON. I am super ticked off! I WANTED A BLUETTI! [ PS ALL of the. The cords. Are far. To small. You have to leave. Your expensive powerhead outside. AND NOTHING! IS EVEN WATER RESISTANT.] [] PSS: bluetti needs! To pay: WILL PROWSE diy solar ******** TO THANK HIM@ For teaching us. How to use it. WHATEVER: **** ''WILL ******'' TELLS US. TO BUY. WE-BUY. SO SPLIT THE 420W!!!! AND GIVE IT. TO WILL PROWSE. YOU CAN NOT. BUY *******. HE WILL GIVE. AN HONEST REVIEW . SPLIT THE 420W!!!! SPLIT THE 420W!!!! IT IS TO HEAVY! ****lbs AND 7 FOOT LONG o-O FLOPS AROUND AND BLOWS OVER :-( SPLIT THE 420W!!!! 15LB +15LB .

  Business Response

  Date: 11/24/2023

   Hi BBB Team,

  Sorry for this case. 

  We have responded and provided a solution, thank you.

  Regards,

  Bluetti CS Team

  Customer Answer

  Date: 11/25/2023

   
  Complaint: 20827314
  
  I am rejecting this response because:  Although, I eventually did.  Receive an refund;  It took.  More than 30-days; And  lot of work. And filing an amazon a-to-z claim. To get this merchant. To respond at all.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 11/27/2023

  11-27-23 In good faith. I ordered another.  200w solar panel. 

  Bluetti's amazon account;  Knowing, it is out of stock. Sold it to me. Without; Telling me. It is out of stock. Now I have a usless.  AC180 Powerhead. I can't charge. For at least 2-weeks :/ 

  PS As for the first nightmare. Bluetti's amazon store. Would NOT! Willingly. Give, me a free return. Nor refund.

  Not getting. Any refund. From BluettI; AT THEIR AMAZON STORE.

  The merchant fraudulently misrepresented; The merchant, Bluetti Amazon store;  Willingly gave me. A free return and refund.

  The truth is: I had-too: File, an amazon a-to-z claim. To compel! Return & refund.

  To top off their insanity. They were forced.  By Amazon a-to-z claim process. To provide. Free return and full refund.

  Although, they did refund.  My credit card. For the purchase. Of the unit. THEY DID NOT; Refund the $133.00 TAX,  To my credit card.

  Allegedly, they sent. The tax refund.  To my amazon gift card balance. 5 days ago;  Wit: As of 11-28-23 I can't find. Any refund. Of the tax.

  Then, on top.  Of suffering,  all of that harassment; They promised me a $30.00 refund.  Towards, the new purchase.

  5 days later. I do not have.  That $30.00 promo refund.  And their worker. On their amazon  e-mail department. Refuses to tell me. Where and when: They will deliver. That promise. 

   

   

   

   

   

   

   

• Initial Complaint

  Date:10/03/2023

  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.

  On September 16, 2023 I ordered a Bluetti Power Station from Bluetti. I ordered it through Amazon. The order number is 113-3276925-7797837. I paid a total of $864.92. The order was delivered to me damaged, and not delivered as intended. I have contacted Bluetti as well as Amazon, on numerous occassions. I requested a return label and to get my money back, to no avail. I am discouraged, and sick over this. How can a company like Bluetti be allowed to sell on the Amazon platform? No one is listening to me. I went to the post office, my self, paid, and returned the item. It cost me $68.00 and some change. I have not recieved a refund yet. Please help.***********************, *************************************************************************** ************. Thank you.

  Business Response

  Date: 10/07/2023

  Dear BBB Team,

  Sorry for the late reply.

  The refund has been done to this customer, so the case is ended now.

  Regards,

  Bluetti CS Team
  

• Initial Complaint

  Date:09/19/2023

  Type:Delivery 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 ordered a battery from this company and when it arrived the order was wrong and invoice had someone elses name. Asked for a refund or replacement and they provided multiple shipping labels, and was shipped out within ***** hours. Over a month has gone by and they refuse to either refund or replace saying I didnt ship it back. Order was shipped back with label the company provided. I am now out $500 and have no battery. I also used Affirm monthly payments and they are saying I owe them, and to contact Bluetti, but they are doing absolutely nothing other than sending me in circles. Please help.

  Business Response

  Date: 10/07/2023

  Dear BBB Team,

  Sorry for the late reply.

  We have provided *********** with a return label tracking 773093195336 to return the unit for a refund, but after repeated verification, the package has not been returned as the logistics info is not updated since the label was created.

  We will arrange the refund as soon as we receive the returned unit.

  Regards,

  Bluetti CS Team

   

   

• Initial Complaint

  Date:09/08/2023

  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.

  On 1/21/2023 I placed an order for a Bluetti EB70S 716Wh power station from Amazon. Although the power station was bought through Amazon the listed seller was the manufacturer, Bluetti. I used this power station as recommended and always stored it in a conditioned space. The power station was always stored at 80% charge during storage, as recommended in the manual. I recently notice that the power supply had a dramatically lower storage capacity. To test it I charged the power station to 100% then plugged in a "Kill A Watt" power consumption meter to determine how many watt hours the power station was able to put out. I found it only put out .22 kilowatt hours (220 watt hours). Far short of the listed capacity of 716 watt hours. I was disappointed at how fast the internal battery had degraded. The warranty card that came with the power station said it had a "2-year hassle-free warranty." I decided to contact Bluetti.On 9/3/2023 I contacted Bluetti via email. I explained my problem and was hoping for a "hassle-free" repair or replacement. After several emails I was told:"Hi there,Thank you for reaching out to us.The depth of discharge, efficiency, and self-consumption of the machine will affect the ** output capacity.Please check whether EB70S other functions are normal or not.If it does not affect any other functions, we can apply 50 USD to you as compensation if you are willing to keep using the product.Would you like to accept this? Please let us know and we will respond according to your decision.If you have any other questions, please feel free to let us know.Warm regards,Anson"Certainly the depth of charge, and efficiency of the inverter will affect power output. But it wouldn't drop it down to a pathetic 220 watt hours in less than a year of ownership. I am disappointed that the manufacturer just wants to give me $50 to go away. This doesn't fix the problem with the power station.

  Business Response

  Date: 09/11/2023

  Dear BBB team,

  Sorry for the issue.

  We have replied to the customer and tried to help him with this issue.

  Regards,

  Bluetti CS Team

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20575263
  

  To answer Bluetti's question:
  
  1. From a full charge I plugged in a 14 watt LED light bulb.
  2. It ran for **** hours at this load.

  
  Using simple math this would only be 259 watt hours of energy. This unit is rated at 716 watt hours.
  
  

  I am rejecting this response because:

  Given what I wrote above, there is a problem with this unit's battery capacity. If I were to have bought a battery for my car at ******* or AutoZone and I had a problem within the warranty period, they, ******* or AutoZone, simply would have tested the unit and replaced the battery if it were bad. I should not have to beg to have my warranty honored. Bluetti, please honor your warranty and repair or replace this unit.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/14/2023

  Dear BBB team,

  Sorry for the inconvenience.

  We have sent an email assisting the customer returning the unit for a replacement.

  Regards,

  Bluetti CS Team

• Initial Complaint

  Date:08/31/2023

  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 have bought a Bluetti EB3A and maybe 3 months after owning, it totally stops working and screen doesnt even turn on. I was out of warranty time so I left it and gave Bluetti a second chance. I then bought the EB70S. With in one month the EB70S break with little to no use at all used to charge things in a garage. I was within 30 day warranty and sent back for a replacement even though I wanted a refund. I mistakenly allowed them to replace with another after second faulty battery experience. I get the new replacement EB70S, I think it was April 2023. This was not used much until we need it for Hurricane ****** that is coming at ******* this week. Our battery is at 60%, my son charges his scooter battery with it; this draws it to empty. We remove it and plug into to recharge with solar as we always do. The EB70S looks to work normal, screen works but shows battery empty. The Solar charge show input ***** ranging from ***** *****. But it sits all day charging and when I put power removed the battery still show no charge with only the battery deplete light on bottom left in red on. No other error messages. I have been here before with the previous battery not under warranty so I attempt to reset the battery. Nothing changes. Seems to function fine except it doesnt hold a charge despite showing it taking in a moderate rate of charge. When I need the battery it failed. All three batteries I have owned have failed. I have not left them in bad conditions or anything. Just in the house or garage. This brand is selling all faulty products. I would like a refund for at least the EB70 S that has failed twice inside of a year.

  Business Response

  Date: 09/01/2023

  Dear BBB team,

  Sorry for the issue.

  We have contacted **** to help him return the unit for a refund.

  Regards,

  Bluetti CS Team

• Initial Complaint

  Date:08/21/2023

  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.

  BOUGHT A SOLAR GENERATOR MODEL EB3A. THE PURCHASE WAS ON April 17, 2023, ON THE AMAZON WEBSITE Order #***-7618300-6646620 THE DC INPUT IS DEFECTIVE CUSTOMER SERVICE SAYS THAT THE TIER2 WILL EMAIL WITHIN 48 HRS tHIS STATEMENT HAS BEEN REPEATED SEVERAL TIMES OVER THE LAST MONTH I FEEL THIS IS JUST A RUN AROUND TO AVOID HONORING THE WARRANTY THEY "CLAIM" TIER2 IS IN ***** .

  Business Response

  Date: 08/21/2023

  Dear BBB team,

  Thanks for your participation in resolving the issue.

  Regarding the issue ******* mentioned, we have been actively helping him. We are ready to replace the unit for him and are waiting for the packing photos from him to take the next step.

  Regards,

  Bluetti Customer Service
  

• Initial Complaint

  Date:07/21/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  This February, I was one of the "lucky ones" who won a Bluetti cart in the Valentine's *** giveaway that was announced about on February 23, 2023 (*************************************************************************************).As you may have guessed, after 5 months I still have not received the prize.On April 14th, I started a correspondence with Bluetti customer service (sale-*****************************), eventually receiving an email from *************************************** on May 23rd, apologizing for the delay and confirming that I am indisputably the person who won the prize:"Hello Aleks,Our customer service colleagues have received information about your past winnings, and after verification, it has been confirmed that you are indeed one of the winners. We apologize for any inconvenience caused and would like to arrange for the prize to be reissued to you.To proceed with the process, kindly provide us with your mobile phone number and the recipient's address. Your cooperation is greatly appreciated.Thank you,BLUETTI TEAM"They asked me to send them the mailing address which Bluetti certainly had (well, OK), which of course I did. Since then, nothing has happened. Both sale-***************************** and *************************************** completely ignored my five "most polite letters in the world."Eventually, on July 18th I wrote a ***** letter to the customer service in which I expressed dissatisfaction with such an attitude and asked a direct question, whether their lotteries were a scam.Today I received an e-mail "response" from the Bluetti bot, which informed me that my rank in their loyalty program was reduced to basic (while I spent about **** euros on the purchase of their goods).Or was this their best answer to my question?..Was all this hassle worth more than just being a regular normal company with a regular normal customer service?Still waiting for the delivery of the prize.

  Business Response

  Date: 08/22/2023

  Dear BBB team,

  Sorry for the late reply.

  As we checked, this customer used different IDs to participate in our Valentine's Day giveaway, which is against the rules of the event. It's also unfair to other participants.

  Thanks for your understanding.

  Regards,

  Bluetti Customer Service.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20356166
  
  I am rejecting this response because:

  The information contained in Blueetti's answer is not true. It is completely unclear what IDs the respondent is referring to. In addition, it is certain that on May 23, 2023, the company confirmed my winnings in an email (attached). Given this, I dare to assume that this answer was prepared with mala fide intentions, in order to mislead your cause. I am deeply outraged by the continued dishonest actions of this company.

  
  Sincerely,
  
  ******************

  Business Response

  Date: 08/23/2023

  Dear BBB team,

  Regarding the Valentine's *** giveaway, we have sent this customer the 1st prize, an ***** and a *****. Tracking number for the EB70S is 70683780767 by GLS, and tracking number for the PV120 is 01045245631543 by DPD. Both items were delivered to him.

  But he used different accounts to participate in the giveaway, which is against the rules of the giveaway that a participant can only participate once. In this case, we only sent him the first prize, and the trolley was canceled due to non-compliance with the rules.

  Thanks for your understanding.

  Regards,

  Bluetti Customer Service

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20356166
  
  I am rejecting this response because:
  
  This information is completely untrue. I did not win the first prize in this lottery and never received it. I won the third place prize, for which the declarer awarded a cart. The above is a blatant deception of your organization in the expectation that you will not delve deeply into this matter. The actions of the company make me deeply disgusted. However, I intend to see this through to the end for the sake of the rest of the buyers.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:07/19/2023

  Type:Delivery 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.

  Hello, on June 22, 2023, I placed an order (Bluetti-US78728) for a portable battery to be used for my mother survival medical equipment. My mother is 92-year-old and very ill. I also bought a second battery that works together with the first battery. I received the first Bluetti battery on July 8th, 2023, without the accessories cable connectors. Accessories reported missing on July 8th were: T500 AC *************** PV charging cable (XT90-MC4) Car Charging Cable XT90 XT-90 Aviation Cable Together with that order and missing are an extra set I bought of: DC charging Enhancer (D050S) T500 AC ************** T DC7909 Cable On Saturday, July 8th, 2023, I called Bluetti and talked to Pat who took my claim of missing accessories, and the extra set of adapters was missing too. I told him I wanted to return the portable battery because it was missing the cables and the box was damaged and it looked as if they sent me a used item returned by another client. *** told me to send Bluetti an email with pictures of the damaged box and pictures of the item inside the box. I told ******** wanted to talk to a supervisor, but he said I would have to call Monday because no supervisors are available at weekends, and he was the only person answering the phone. *** said that he would be the one working on this complaint. I emailed Bluetti with attached pictures and stated my complaint in the email. I received an email from Bluetti that ticket # ***** was created. On Monday, July 10, I called Bluetti to try to talk to a supervisor and no one answered the phone. On July 9, I received an email from Bluetti representative *****. On the email it indicated to send her pictures which I had done that. She also said not to worry that she would send the missing accessories. I kept calling many times Bluetti to talk to talk to a supervisor and to see how I can send back the portable battery but no one ever answers the calls. So I kept messaging ***** but she would take a long time to respond to my emails. After receiving the delayed emails from ***** she told me she would mail everything that I was missing. She never told me how to return the merchandise. The only thing she kept repeating was that the merchandise was a new one. I kept telling her that the box was damaged and that I could not tell if the portable battery was working because I did not have the cable to try it out. I also told her that I bought the portable battery at $1,499 and it went on sale on prime day for $1,299 and that was during the 30 days price match guaranteed by Bluetti. I told ***** that they owed me $200 plus tax which is a total of $213. She responded back to me that they can only refund me back $155 and that they dont refund what I pay on taxes on the $200. Today, I received an email back from ***** saying that she did not know what cables Im talking about. I called Bluetti again to try to talk to a supervisor and no one answered the phone. I read the returned policy and it states that Bluetti guaranteed the purchase for a 30 full refund. I believe I was giving the run around so my 30 days will be exhausted and thats probably the reason ***** wrote today saying what cables are missing like we have not had that conversation before by emails. I have not been able to use the portable batteries on the outrages we had lately for my mothers medical equipment or the refrigerator because I have no cables to charge the two batteries. Everything is on the emails. As a first solution, I want Bluetti to refund me the full amount for both batteries including taxes and shipping cost for all the time and frustration with this issue and not having the battery useable on the outrages we had. First order total was $1,929.82 and second order total was $2,011.79.As a second solution, would be to send the accessories cables missing, including the extra set I paid for, so I can try the batteries out and if the batteries are not working for Bluetti to take the two batteries back and send me a whole new purchase merchandise.

  Customer Answer

  Date: 07/19/2023

  *rom: ************************* <************************>

  Date: Wed, Jul 19, 2023 at 8:02 AM
  Subject: Re: You have a New Message from BBB Serving *************** Complaint #********
  To: Better Business Bureau <**********************************>
  

  
  
  

  Hello, for the settlement I only want a refund for the $3,398 and for Bluetti to pay for shipping cost to send 

  the merchandise back to them. This was not my fault that Bluetti sent me a used or returned merchandise with a 

  damaged box and no cables to verify if the merchandise works or not. After seeing the status of * for this company and can see this company is a scam and do not which to deal with them. All these complaints in the BBB with the same problems and no one to help. 

   

  In regards to my complaint with Bluetti and gave two options for resolutions but after seeing all the same complaint in your website and the * status, I only want a refund for the whole amount of $3398 that I paid for both orders and I want Bluetti to pay for shipping since this was not my fault that the company sent me a used merchandise and also was missing the cables so I had no way of checking if those batteries were working. I believed this company is acting in bad faith.

  Sent from ************************* (************************)

  Business Response

  Date: 07/21/2023

  Dear BBB team,

  We are sorry for all troubles and inconvenience caused to **************

  We have contacted Mr.***** to correct and solve the issue. Once we get a reply from Mr. *****, we will take the next step asap.

  Thanks for your time.

  Best regards,

  Bluetti CS team

• Initial Complaint

  Date:06/21/2023

  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.

  I order a bluetti, before it was ever shipped I called to cancel. I was going to get a bigger one. I spoke to a customer service man and he said he would cancel it and call back to confirm. He never called back and I called over and over again. When I received the item, I called to say that it had been canceled before it was ever shipped, but now it was at my home. I had a different person say they were sorry and she would get a label and send it back for free. I waited and that never happen either. I called again and spoke to ******, he said that the customer service was new ands they were making a lot of mistakes, he said he was sorry and would try to get a label. I then spoke to ***, she said if I would keep it she would send me a free solar panel. I told her I was going to send it back since I called before it was in transist because I wanted a bigger one. She said she would send a label for free returning and would give me a solar panel. She later said she did not send it because she was not allowed to, then something about she did not say that. I then talked to ****, he was a teck, like ******, he said he did not blame me for been mad that they should had sent a free label for return and that he would send an email to his supervisor asking for the label. I ask to speak to the manager or supervisor, they all said they did not talk by phone, only by email. I called over and over again, finally I talke to ****** and **** again, they notified the manager again that I wanted a refund. The supervisor I suppose was named ******, he sent me two emails, one saying he would send a refund prepaid label, etc. Then he sent one on the same day saying he was going to charge me DOUBLE for shipping that he would send a label, but something to the degree of expect DOUBLE charges taken out of the money I have coming back to me, on and on. He wanted pics, I ask him to help me get them to him, because I did not know how, that I could do it by phone, and I gave my number for him to call. He did NOT call. I send the pictures to bluetti service email, that was the only way I knew to get them to him, since I could not send them to his email he sent to me. I just want a complete refund and now I do NOT want to buy a bigger one and more expensive one, since I have seen how they treat their customers. No return calls from management or superviors, lie after lie and then they charge double because they think they can. Horrible company!!!! Please help get my money back.

  Business Response

  Date: 07/21/2023

  Regarding this customer's desired solution: Full Refund for this purchase. 

  Bluetti has provided this customer with a prepaid label with immediate effect. The customer would have to ship the purchased product back to us with the prepaid label, then we will proceed to process the refund of this purchase back to customer's original payment account. According to the call and email records, many difference was identified between the facts and this customer's statement, but ********************** would like to offer our sincere attention for this matter, therefore this customer's desired solution will be provided with haste. But please do note that any other unreasonable request will not be entertained. 

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20215750
  
  I am rejecting this response because:

  The bluetti has been sent back as of today. Thank you BBB. I will let you know when they give my money back.

  
  

  Thanks again,

  
  

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

  
  

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/01/2023

  Hi BBB team,

  Thanks for your notification.

  We have helped Ms. ***** return the product she bought and fully refunded her, so this issue has been solved.

  Regards,

  Bluetti CS Team

   

   

  Customer Answer

  Date: 08/01/2023

   
  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,
  
  ***********************