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:07/25/2025

  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 flip phone through *************** in November 2024. The speaker went out on it and I was informed by ******** that it is under warranty and to contact TCL after multiple phone calls, e mails that were not responded to and being asked to jump through one hoop after the other. I am now being asked to pay 20 dollars to get a shipping label to return the product. That is the last straw. I want my product replaced at no charge to me

• Initial Complaint

  Date:07/24/2025

  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.

   
  Complaint: 23525019
  
  I am rejecting this response because:

  There Has been no resolution. Saying that someone will contact me is not resolving the issue and no one has contacted, to add to the insult. 

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

  Business Response

  Date: 06/29/2025

  Hi ******,
  
  Thank you for contacting us through the Better Business Bureau. Please rest assured that we are prioritizing your request, and one of our specialized support representatives will contact you shortly using the contact information you provided. 
  
  Please be on the lookout for an email from us.
  
  
  Regards,
  Roku Support

  Business Response

  Date: 07/17/2025

  Hi ******, 
  
  We are sorry to hear about your experience; however, **** is not the correct party to direct this inquiry to because **** is not the manufacturer of the device at issue.    

  To resolve issues related to television hardware or accessories, you should directly contact the television manufacturer, TCL.  While **** licenses its operating system to various television manufacturers, the device described is manufactured by TCL and would be covered under TCL warranty, if any.   
  
  
  Regards, 
  Roku Support 

  Customer Answer

  Date: 07/24/2025

  I bought this TCL ******* in November of 2021, it suddenly went into recovery mode last month and will not get off of this screen. I did every reset option they have provided. I called TCL customer support for assistance and the robot made me follow all prompts that failed then told me to contact ****. I called Roku for assistance, the person kept putting me on hold then transferred me to another person, while stating they informed the person of what transpired. I spoke with the next person who did not assist, he told me to contact TCL again. I explained that the website is telling me to download a software update to a USB but their ROKU support website was giving me an error when trying to download it. He told me to contact TCL for help. I contacted TCL who told me to call a technician because my warranty expired after a year. The TCL ROKU brand tv is a fluke and I do not recommend you buying it. I have tvs that I have had for ***** years and this ROKU TCL is the only one that I have had issues with. The others are ***** and *******. ROKU nor TCL customer service helps thoroughly.

• Initial Complaint

  Date:07/24/2025

  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 television from ****** on Feburary 22, 2025. It was received February 25, 2025. I installed in on the wall.About two weeks later we were experiencing problems with the remote control. It would take sometime minutes to respond to a button push. I contacted TCL ***************** They had me do various things such as turning the TV off, removing the batteries from the remote, unplugging the TV from the power(which is a real challenge when it is mounted on the wall and it takes two people to remove it to gain access to the power plug. I am 80 years old and that is quite a challenge. None of these worked. Finally after numerous calls to them and doing the same thing over and over they said they would send me another remote. this was May 16th. I received a few days later. It was the incorrect one. I called again. They sent me another one after having to send them pictures of the one they sent and the one that came with the TV originally. They finally sent another. Another wrong remote. this went on for for weeks - I now have 4 remotes form the and one that I purchased from Amazon plus the original remote. Finally in June they sent a tech out andf they repalced the two electronics parts in the TV. Same issue.I finally told them I just want a replacement or my month refunded.They are asking me to send a picture of the problem. How to you send a picture of a remote not responding.I feel I have went beyond what I should do to help with the problem. I feel a refund is the only option.

• Initial Complaint

  Date:07/24/2025

  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 am writing to file a formal complaint against TCL North America regarding a television I purchased from ******* in November 2024. In July 2025, while watching TV with my family, the television suddenly shut off and would not turn back on.We went through all of the standard troubleshooting stepschecking power cords, outlets, and trying different sourcesbut it was clear the issue was with the TV itself. The unit has no physical damage and has been used with care. Since the product is still under the manufacturers warranty, I submitted a claim through TCLs support team.I was advised to email a video of the issue to their corporate email address due to the file size. I sent the email on a Friday and was told during the call that I would receive a response by Monday. Monday came and went with no contact. I waited until Tuesday, still heard nothing, and followed up with several emails and a phone call on Wednesday.When I finally reached someone, I was told the email was never receiveddespite having sent it multiple times and confirming on my end that it was delivered successfully. When I requested to speak with a supervisor, I was routed to a voicemail rather than a live person. Eventually, someone did return my call, but by that point, I was extremely frustrated.I am within my warranty period, I have done everything requested, and yet I have been met with poor communication, broken promises, and no resolution. There should be better systems in place for customers to submit documents and receive timely updates. Being told to wait and then being ignored is not acceptable when *** held up my end of the warranty agreement.Thank you for your attention to this matter. I would appreciate your assistance in getting this issue resolved.

• Initial Complaint

  Date:07/23/2025

  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 TCL Amazon fire TV from Best Buy in November 2024 TCl ended up being defective best buy told me to contact TCL which I did. Finally they sent someone out and replaced a part in May 2025. Later June the TV,started doing the same thing not being about to connect to the internet. Again they asked to to jump through many hoops for the same issue they repaired I did. And sent them the information again. They said they would escalate to a higher department this was July 5. Since then I have been emailing them and they're asking me to be patient. The last email they told me to contact a number in ********** which no ones answers nor responds to any of the messages I have left. I have a,TV for streaming they I cannot stream or use any of my apps which is the purpose of a small TV. This TV is under warranty which they are not honoring.

• Initial Complaint

  Date:07/23/2025

  Type:Customer Service 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.

  Hi, I received a TCL ******* as a gift and it randomly stopped working after less than a year. Since my TV was a gift, I do not have the receipt or ability or information needed to obtain it. I have been in contact with support who requested a lot of information, including videos, which I provided. They will not even tell me what is wrong with the TV or assist me in any way without the receipt. This is absolutely ridiculous especially seeing how every complaint on here is for a TV screen that randomly went black after barely any use. TCL does not care about the quality of its products nor the experience of their customers. I requested to speak to a supervisor and have been waiting for over a week for someone to reach out to me. I will email everyday if I have to and involve legal representation. I believe there are grounds for a class action lawsuit given the thousands of complaints for the same issue and the negligence of the company. I just want my tv fixed or a replacement. I will not drop this. Contact me immediately.

• Initial Complaint

  Date:07/22/2025

  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.

  On 4/13/24 we purchased a TCL **" ************************* with ********* (Model # **Q750G) from Best Buy. We connected it via Wi-Fi to our home network and started streaming using *******. We had no issues with the quality of the pictures and sound while using ******** Approximately in mid-January of 2025 we noticed the picture would 'blink black', but the sound would continue while watching any type of programmed TV using the ******* streaming service.. After contacting TCL North America at ************, they had us try a few resetting options and then asked for us to email them a brief video of what exactly was happening. On January 29, 2025 we received an email informing us that TCL would be sending a repair technician to our house with replacement parts. In mid-February the technician arrived at our home and replaced the two main circuit boards within the TV and did a bit of re-programming and the issue was resolved. In mid-May the issue of the 'Blank Blink' happened repeatedly. We again contacted TCL North America and again went through a series of factory resets. We were assigned a Case # US26202514708. We again were asked to email information to them and have spent numerous telephone calls to TCL North America, but yet no resolution, no notification that they would send a repair technician with replacement parts or no indication that they would replace the television. At first TCL North America told us they would not do anything since the one-year warranty had expired. We informed them that the original issue occurred before the one-year warranty had expired. We have called weekly since June 26, 2025 only to be told they are waiting for "A word from headquarters" and today, now they are waiting for the person that is 'handling the case' to return from vacation. We have waited over two months to reach a resolution, yet our television continues to 'Blank Blink'. We can supply supporting documents and emails copies if needed.

• Initial Complaint

  Date:07/22/2025

  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 am writing to formally express my deep frustration and disappointment regarding a defective TCL television I purchased just a few months ago. The TV is still under a 2-year warranty, yet after three months of ongoing issues, I am still waiting for a resolution.The main problem is that the sound has completely stopped working, making the TV unusable. I have contacted your support team multiple times over the past few months, but despite repeated calls and follow-ups, there has been no meaningful action or solution provided. I have been continuously placed in a cycle of empty promises and unhelpful responses.This situation is completely unacceptable. I purchased this product in good faith, expecting it to work properly and to be supported by a reliable warranty. Instead, *** experienced poor customer service and a lack of accountability from your team.I am formally requesting that TCL either: Repair the TV immediately, or Replace the unit entirely under the terms of the warranty.If I do not receive a satisfactory resolution within the next 7 business days, I will have no choice but to escalate this issue by filing a complaint with the ******************************, and sharing my experience publicly.Please consider this a final request for TCL to honor its warranty and provide proper customer support.Sincerely,

• Initial Complaint

  Date:07/21/2025

  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 - 55" Class F35-Series ************* on May 23, 2025. I picked up the TV on May 24. We noticed an issue with the TV kicking us back to the home screen on the 7th. We tried different settings and troubleshooting online. We realized that the issue was still occurring on the 9th. Our return period passed on the 8th, which we hadn't realized until the issue was happening. We reached out to TCL Customer Support on the 13th. They ran through different troubleshooting techniques over four phone calls. They finally decided they couldn't fix it and it would be forwarded to the warranty department. I sent them an email with the requested information. I didn't hear anything from them so I called back on the 7th. They informed me that the issue was forwarded to their technical engineer and that he would reach out in 48 hours. I called back on the 11th and the 16th and still couldn't get an update. I called the technical engineer directly and also couldn't get him on the phone. I've left multiple messages and haven't received a call back. It has been a month of waiting for TCL to do something about my TV which I can't use for more than an hour at a time. I would like for them to either repair my TV or give me a refund.

• Initial Complaint

  Date:07/18/2025

  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.

  Purchased a TCL Amazon FireTV around the end December of 2024. In mid-June 2025, the television would not connect to the network or search for any networks. Essentially the tv was unable to be used. I attempted to reset the television, no change. After the failed reset attempts, I attempted to resolve the issue by completing a factory reset. When setting the television up from the factory reset, it would not pair to the remote that it came with. I immediately called TCL to open a case as the television is still under warranty. They sent a new remote out on June 30th. This did not resolve the issue. The technical support engineer over my case has been unresponsive and the phone number previously used for contact goes straight to voicemail. When Ive asked to speak with a different technical support engineer, I was told that this was not an option. Ive sent in numerous photos of the issue, videos, and proof of purchase. TCLs warranty seems to be a scam and at this point I do not believe that they intend to aid in fixing this issue with their product. Completely disappointed in this company, their customer service, and the product.