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:06/02/2025

  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.

  Bought a TCL ******* that lasted less than a year. They gave me hard time s out replacing it, finally did. However they replaced it with a tv that lasted only 8 months. Now they refuse to acknowledge their faulty products and replace the second faulty tv.

  Business Response

  Date: 06/04/2025

  The original DOP for the first TV was 11/23/23 TCL offers a one-year manufacture warranty for their devices and we replaced this unit on 11/7/24, the replacement unit has an additional warranty of either 3 months or the rest of original devices warranty whichever is longer.  The second device had an issue that was reported over 5 months later so it is out of warranty.  

  Customer Answer

  Date: 06/06/2025

  This is not the first tv that broke. TCL replaced it with another junk tv that broke under a year. The warranty for the first tv is expired, but this complaint is not about that tv. Its about rhie other one that also lasted less than a year. At some point you should be accountable for faulty products 

  Business Response

  Date: 06/06/2025

  Once TCL replaces a unit, the replacement unit has either a 3 month warranty or the remainder of the original devices one year warranty whichever is longer.  The customer's replacement unit was reported after the 3 month warranty.  

• Initial Complaint

  Date:05/27/2025

  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 purchased a TCL Q8 75" TV (2023) using a mix of money and non-refundable reward points. The TV developed multiple hardware issues (Dirty Screen Effect, flickering, random shutdowns). After following all troubleshooting steps, TCL sent a technician who confirmed the screen needed replacement.TCL then confirmed a replacement (model 75QM851G), requested my shipping address, and I accepted. Days later, they reversed their position, falsely claiming the model was unavailable despite it being listed for sale on their website and major retailers.They then offered a refund that does NOT include the value of my reward points, and demanded the return of the defective unit (which they had previously said I could keep).Ive received responses from multiple agents with contradicting statements. I believe this violates their warranty policy and misrepresents product ************ ID ************************: US04202522970

  Business Response

  Date: 05/27/2025

  TCL has already contacted the customer via email as their phone had no voicemail and is waiting for their response.  

• Initial Complaint

  Date:05/26/2025

  Type:Order 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 brought new ******** from TCL 43" Class 4-Series 4K *********************** 43S431. TV Serial Number *******************. After 22 ********* screen is not working and contacted support and they denined any support since its more than 12 months. please help me to get refund or replacement of TV.

  Business Response

  Date: 05/27/2025

  TCL will contact the customer directly regarding this television.  

• Initial Complaint

  Date:05/25/2025

  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 bought a TCL, model T434D, YESTERDAY. I dropped it TODAY, and now it looks like ??????

  Business Response

  Date: 05/27/2025

  TCL does not cover physical damage to the unit.  Please return the unit to the retailer.  

• Initial Complaint

  Date:05/16/2025

  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.

  My wife purchased a 75 inch tv from TCL in October of 2024. The tv remained in the box until March of 2025. She purchased the tv for $1250. I set the tv up and it worked fine for about an hour. Then what appeared to be a pixel bursts. The tv now has the effect of a broken screen but nothing ever struck the screen. I have had numerous conversations with TCL and from photos they have incorrectly diagnosed it as an impact breakage. I witnessed the issue and I clearly watched as the pixel began to flutter then expand. The case number from TCL is US04202508009. To me this is a clear case of a company not honoring their promise to provide a working product.

  Business Response

  Date: 05/16/2025

  Please take a close up look the second image provided there is a crack on the bottom of the screen.  TCL does not cover physical damage, therefore the claim was denied.  

• Initial Complaint

  Date:05/14/2025

  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 ordered a 85 inch TCL tv from ******. Everything was fine with shipping and the tv was perfect when it arrived. It has sustained no damage. I had it 6 weeks with average use and a green line appeared out of nowhere. I contacted TCL customer support as it has a 1 year warranty. They responded basically right away and gave me steps to take and I followed what they told me. I gave them all documents and evidence they asked for and then they just quit responding to me. I followed up every day from their last email and nothing still. I'm frustrated beyond words. I think they should send me a replacement tv as this one is defective. Not fair to me.

  Business Response

  Date: 05/15/2025

  TCL has gotten all the required documents from the customer and will contact them directly regarding a solution.

• Initial Complaint

  Date:05/08/2025

  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.

  Bought a TV in November 2024. In April of 2025 had problem with remote not turning on TV. Called ******* and had a tech come out and check TV. After conducting some tests tech said problem is with TV itself. Contacted TCL on 3 differant days and they had me do test on TV, TV would still not turn on unless I unpluged TV waited for 20 seconds and then TV would come on. TCL tect hd me do a video showing TV not going on with remote until TV unpluged .wait 20seconds and TV would turn on and to send them my receipt for purching TV. where purched and price. I sent them all this information. Two days later I received a telephone call from TCL saying company I purched TV from was not an authorized dealer and thet were not honoring the 1 yr warranty. Get it fixed by a TV repair company and pay for it or contact store where I bought TV. ************* had to buy your TV in order to sell it. It is your warranty. they said sorry they were not honoring warranty.. ******* re[placed by them

  Business Response

  Date: 05/09/2025

  The customer purchased the TV from a grocery store and not one of our authorized retailers.  TCL needs to evaluate this further and will reach out to the customer directly regarding this.  

• Initial Complaint

  Date:05/04/2025

  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.

  I purchased a TCL QM7 65" TV Brand New on January 7th 2025. When the TV arrived, I set it up and it worked perfectly for about 2.5 months. Then all of a sudden one day the TV started freezing a few moments after being turned on. It would freeze on the home screen, freeze while trying to navigate settings, and freeze across all the streaming apps I subscribe too. I mention this because its not just a bug specifically to ******* or ****. It freezes on the TVs default operating system. I reached out to TCL after trying to work through their troubleshooting self help tips on the website. These provided no solution. TCL at first was very responsive via email and a customer service agent was responding to my emails, but she just kept referring me to the troubleshooting self help website. After a week of this, I decided to video record on my cell phone the TV freezing while I was trying to work through the steps TCL was telling me to do. I sent them a collection of video via ****** Docs. It was at this point the customer service agent said Tech Support would need to get involved and would reach out to me for a home visit. That was on April 8th and nobody ever reached out. It was at this point that TCL stopped responding to my emails as well. I have tried to call multiple phone numbers including the one TCL told me to call *********** and the phone number on their website for TV support ***********. Both phone numbers don't work and appear to not be in service. I am escalating this complaint because I really did like the TV when it worked and the 1 year manufactures warranty is still valid, I just want to have a TV that works whether its a repair/replacement or a refund. I feel they are blowing me off now to avoid having to deal with a warranty claim. I uploaded my email correspondence with TCL.

  Business Response

  Date: 05/05/2025

  TCL will set up the On-Site Technician Visit and contact the customer directly

  Customer Answer

  Date: 05/22/2025

  Thank you for assisting me. I am reopening the BBB Complaint and rejecting the business response (TCL) because they lied and haven't contacted me yet, either by email or by phone. They have all my information as the TV is registered with TCL, something I did the first day I bought it. On another note, I still haven't received a response from the TCL **************** Agent from my initial complaint. My last contact with them was on April 8th and that's after weeks of back and forth emails to get my TV fixed.
  
  My additional concerns are abundant with TCL. Their phone number for TV support on their website is not in service. The phone number the **************** Agent gave me is not a working phone number. They are telling *** they will reach out to me and they didn't. On April 9th they told me a TCL Technician would reach out to me and that didn't happen. The TV still is covered under their 1 year warranty and they are just avoiding helping me.
  
  My desired solution at this point is a refund. I don't trust TCL.

  Business Response

  Date: 05/22/2025

  There is a repair scheduled for this customer not sure why they are claiming no one contacted them.  

• Initial Complaint

  Date:05/03/2025

  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.

  I bought a TCL 55 Class 4 Series 4k ****************** Model: 55S435, for $399.99 with tax coming to $426.49 from Best Buy on 06/07/21. Sometime around the year 2024, advertisements were added to the platform experience. On the Home Screen and Screen Saver, the TV will play advertisements, some of which seem to be personally tailored, despite me opting out of that in the Privacy Settings. They added in an entire "Super Bowl LIX" section on the Home Screen that caused my TV to not function properly by constantly freezing and crashing, unable to open applications. I contacted TCL North America support where that gave me a long list of troubleshooting steps, which is pretty common for customer support these days when they know that their product isnt working as advertised, but they acknowledged that this advertisement feature was recently added within the past year and that there is no way to disable it. The kept informing me that the warranty is good for one year from purchase, but it seems that they purposefully added in these advertisements to the product well after the warranty period ended. I then had no less than a dozen emails back and forth with the same customer support agent that clearly knew that these advertisements were nefariously added in and that sending my a long list of troubleshooting steps was the best way to handle my concerns. I was never connected with a supervisor or other support agent. The advertisements are sometimes for crass and ridiculous programs that have been inappropriate for children, interactive, and can take over the entire screen. I have requested that they stop with the advertisements or provide me with a full refund for this product but they keep telling me about the one year warranty. I had no idea that I agreed to have this company remotely and without warning completely change that platform experience for this product, turning it into essentially a paper weight and not a TV.

  Business Response

  Date: 05/05/2025

  The advertisements are built into the Roku platform.  TCL offers a standard one-year warranty for their product so a refund is not possible.  If the customer wants to further troubleshoot the freezing issue on their television, they need to provide us video evidence of this so we can further evaluate the issue.

• Initial Complaint

  Date:04/24/2025

  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.

  I purchased a TCL tv from ************************ in February. Since February; every single time we turn on the tv there is no sound. The store is not helping us and told us to resolve this with TCL. we have to restart the tv from the settings to get the sound to work. We tried resetting and updating the software with no luck.

  Business Response

  Date: 04/24/2025

  TCL does not have record of this customer contacting us we will reach out via the email they provided to gather more information on this Television.  

  Customer Answer

  Date: 04/24/2025

  did not receive any email or other communications from TCL.

  Business Response

  Date: 04/24/2025

  An email was sent to the provided email address at 10:23 am 4/24/25 waiting for customer response.  They can always contact the tcl support line directly as well.