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:09/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 originally purchased a new TCL smart tv from Best Buy on 11/8/2024, with a 1 year warranty. Shortly after purchase, I had noticed the tv was slower than expected, & would at times *************** to the home screen. I put up with this, planning to file a warranty claim if the issue progressed. The issue's became severe to the point of the tv barely functioning, & I filed a warranty claim July 24th, 2025. Nearly two months ago, & today I am still without a TV after hours of run arounds, attempted tricks & lies. 1. I was sent multiple, extremely lengthy 'questionnaire' emails about my tv's issues, including trick questions such as asking if the "remote still worked with the batteries removed" 2. Every email over the past 2 months included a disclaimer stating that my case would be closed if I did not respond within 72 hours. This is exhausting & scummy behavior. 3. After I finished the questionnares within 72 hours each time, I was told my answers would be sent 'to another team'. I received no response for 1 MONTH. I reached out repeatedly to complain about this, & nothing was done. 4. On August 24th, 30 days into this process, I received an email that I needed a "tech visit to repair my tv" & that the part would take "5-10 days to arrive" at which point I would be called to schedule the repair. Today, September 13th, I have received no further contact. I am absolutely furious and disgusted by this company. *None* of this exhaustive run around was necessary. Any other company would have replaced my TV with a refurbished model from the start, and taken my malfunctioning one in for repair. This entire process is to avoid honoring their warranty, as well as running out my remaining warranty time. I doubt the repair will be done at all, but even if it is, I have no faith at all that it would be done correctly, or any warranty extension given for my issues. At this point I am requesting a full refund of my TV & reporting their warranty fraud to every place I can.

• Initial Complaint

  Date:09/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ******** in 10/2024. I've recently been having difficulty getting the soundbar to use other modes (Movie/Music). It continually reverts to TV. I am hard of hearing and the movie mode is preferred because it yields a higher treble adjustment which addresses my hearing loss. I've been contacting TCL customer support for over 2 weeks now. There have been at least 5 phone calls. Each time I have been told they were forwarding the issue to their "engineers" and I should wait for a resolution, or, the engineers haven't resolved/found a fix yet. Today I was contacted by TCL and told they had uploaded correct firmware updates to their site and I should download and update the firmware and call back if it doesn't fix my problem. I did so. It didn't work. I called back, and yet, "I wil forward the issue to our engineers." This has become quite frustrating.

• Initial Complaint

  Date:09/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 TCL TV 50S455, purchased on 07/24/2023 at ***********************, *******. After a short period of normal use, the TV stopped working: the standby light turns on, but the screen remains completely black and wont display anything.This seems to be a recurring issue among TCL customers, often referred to as a backlight or screen failure defect. It happened right after the warranty expired, which suggests it may be a hidden defect (latent defect).I contacted TCL customer service but did not receive a satisfactory solution. I am requesting a repair, replacement, or refund, as this issue clearly results from a manufacturing problem.Desired Resolution:Repair, replacement, or refund of the defective T

• Initial Complaint

  Date:09/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 received a TCL TV as a Christmas gift in December 2024, and it has already stopped working. The product is still within the warranty period, so it should be covered.I filed a support ticket with TCL customer service over a month ago (Ticket #US07202531765), but there has been no resolution. Despite repeated follow-ups, the company has failed to provide any meaningful assistance and has avoided addressing the issue.I am extremely disappointed with this lack of support and am requesting an immediate resolution, either through repair or replacement under the warranty.

• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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" TCL Q750G TV from ******* on November 21, 2024. At first, the TV performed correctly without any faults. However, problems soon began to arise from the TV's software and apps. These problems included the home screen constantly refreshing (or, alternatively, the apps crashing constantly) in a loop so that nothing could be done to stop it. The only remedy to this problem that I have found is turning off the TV, which sometimes also does not work and then requires it to be fully unplugged for 30 seconds. I filed a warranty claim with TCL North America in June 2025, where the problems began to get worse. The TCL North America warranty department is run by non-native English speakers who only know how to follow a scripted sheet to describe a problem, then simply write down (or apparently don't) the problem, and pass it along. They call in the middle of the work day to ask you to go to your TV and provide information for more proof that the problem complained of has not been remedied. Although I understand a warranty department must be diligent in deciding which claims to accept, TCL North America has gone above and beyond the level of acceptable business practices. They continuously try and demand more proof rather than providing their customers with the solution that they promise as a warranty.

• Initial Complaint

  Date:09/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 TCL Roku Series 4 TV in 2021. I am now experiencing people call a "Recovery Mode Loop" where a software update is pushed but despite successfully "updating" the TV returns to the Recovery Mode. There are multiple reddit forums, ******* videos, and blogs on both Roku and TCL sites related to this issue and the steps that users have taken to resolve. Unfortunately, like a lot of consumers, none of these worked. These problems have existed at least since 2020 based on those customers reviews so the fact that Roku and TCL still don't have any type of solution - nor are able to provide troubleshooting steps is troubling. On my conversations with customer service lines, they were unable to answer whether it is even possible to resolve the issue and repeatedly pushed me to hire a professional technician. Given they couldn't confirm the problem could be solved, that seemed also like a scam to extract more money. Ultimately, these companies have known about this issue for at least 5 years and are continuing to sell the same TVs that are resulting in the same software error without a solution. Whether or not it's part of their plan to force consumers to purchase another TV, it is incredibly wasteful as the TV seems to be perfectly fine besides being stuck in the loop.

• Initial Complaint

  Date:08/26/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Date Dec ******* 1year manufacture warranty 1year protection plan warranty Upon gifting this to my daughter for her birthday she opened the tv and it was damaged from boxing form being broken inside already! Its a dent in the tv corner that stretches through the whole tv! This was under manufactured warranty for a year and a protection plan that starts after that year ends. The company only offered me to repair n for them to refund the protection plan amount. They did not allow me to exchange as warranty states also it comes with one time replacement of product cant be fixed

• Initial Complaint

  Date:08/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 85 TV from Best Buy. Once I plugged the TV in there was horizontal and vertical lines on the TV. It was past the date to be able to return it to Best Buy when I opened it up. So Best Buy said to contact TCL ****************** After sending description and pics of what was wrong with my NEW TV. They said it was NOT covered under warranty. They said it LOOKED like physical damage and Physical damages arent covered under warranty. I explained to them that there was NO damage to their Box or NO damage to the TV. They continue to not honor their warranty. I told them it had to be a bad TV from the factory. They didnt care. How can a company send you a DEFECTIVE Product and then not cover it? I just want a NEW TV to replace a defective one. By the way. I have spent over $10000 on TVs from TCL I have also purchased 4 98 TVs and a 65 TCL TVs in the last 3 months. This 85 is the only one that is s defective. My TCL support request # is US08202519784. I have attached pictures of the TV screen and the S/N and Model #

• Initial Complaint

  Date:08/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 75 inch TCL tv quit working within 11 months.We spent 2 hours on the phone with them, and we sent videos of the tv not working. That was 14 days ago. we continue to send TCL messages with no responses for the last 7 days. We have a 3 year warranty on this tv. 14 days without our tv being repaired or replaced is ridiculous, especially after no responses in last 7 days.

• Initial Complaint

  Date:08/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought my tcl television through ****** in August 2024. It has a one year warranty. I started experiencing issues in February 2025. I contacted customer support in May 2025. I went through extensive troubleshooting over the phone and via email. When none of this fixed the issue, TCL support agreed to send a technician to repair the TV. This did not fix the issue and led to further issues that make the television unresponsive nearly every time it is used. When I contacted the company again to tell them this, the continued to provide troubleshooting steps that I have completed and asked that I provide more evidence of the issue despite the fact that I had already provided extensive evidence over the past several months on numerous occasions. It has become clear that they are giving me the runaround given I have been in contact with them for four months to resolve this issue. I am requesting that they replace my TV or refund me as they are obligated to do under the warranty.