ComplaintsforiTouch Wearables

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 ***************************** ITouch watches. One charging cord does not work on either watch. I contacted their customer service for a replacement cord since it had only been a month since the purchase. They wanted a copy of my receipt and a video showing the problem, I have provided everything they asked for. I was sent from one rep to another with no resolution. I dont believe I should keep jumping through hoops over and over. I bought them in good faith and they should remedy the problem.

  Business response

  09/09/2024

  Thank you for reaching out. I am working with the customer experience team to ensure you receive your replacement. In the meantime, please feel free to let me know if you have any additional difficulty.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased 2 watches online on Jan 2,2024 from BJ'S warehouse. I've only worn the pink one, until recently I started wearing the black one. The band broke, and I couldn't put it back together. I didn't think much of it, just put the pink one back on. Out of sight, out of mind, until recently tried again tried to put band back on, couldn't. Upon return to store BJs, I was told it was beyond 90 days. I just want a replacement. Your prompt response is appreciated As of Jul 5, 2024, 11:53am, I emailed ITOUCHWEARABLES customer service, I have over 30 emails, going back an forth with their customer service. I sent purchase receipts, and pictures. First I was told I wasn't putting it back together correctly, Secondly, I was told warranty would not be honored since I didn't purchase directly from them. Thirdly, I was told, it would not be honored because of wear and tear, and that I had done the damage, and a discount offer to order again. I requested a supervisor, who came back with the same response, claiming to have looked further into the matter. I only want a refund now. This is not right for them to not honor their warranty and blame me. I have a two other watches with no issues.As discussed in the previous emails, we have escalated the matter for further assessment. After reviewing your case again, it's still the same decision.We understand that this may not be the outcome you were hoping for, and we apologize for any inconvenience caused.While we understand that unexpected issues may arise, it is essential for us to adhere to our established policies to ensure fair and consistent treatment for all our valued customers.Please know how much we appreciate you informing us about your experience.Should you change your mind and consider getting the discount code, just let us know.Once again, we appreciate your understanding and cooperation in this matter.All the best,**************Customer Experience Specialist

  Business response

  07/29/2024

  Hi ***!
  
  We're terribly sorry to hear about this experience. I have escalated this for warranty coverage and you will be receiving communication for a warranty replacement shortly.

   

  Best regards,

   

  *****

  Customer response

  08/09/2024

   I am rejecting this response because:
  
  Hi, I am responding to the letter. I will sait the warranty replacement

   

  *****************;

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this sports for smart watch while I was on a cruise on the carnival ship. I paid $95 for this watch and once I got it home cause I purchased it the day before my cruise ended so when I got it back to ******* or ************ where I live, it didnt work. I used to read the instructions and it just didnt work. I washed the ******* video and nothing can you help me? I would love the opportunity to wear this watch. Its a beautiful watch. Im sending the pictures. Can you help me? I cant contact the ship. I already put a complaint in and nothing has happened. And Im not gonna go get another watch thats crazy

  Business response

  06/19/2024

  Hi *******!

  Thank you for reaching out and I'm sorry to hear about this experience. We want to assist you. I've located an inquiry that you sent to our Customer Experience Team. Please respond to their email dated 6/15/2024 and we will move forward with assisting you with a warranty replacement.

  Best regards,

  *****
  Head of Customer Experience
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an Itouch watch from the itouch website. Since its arrival it has not done at thing. There is no display on the watch face and it will not charge. I contacted the company and they want me to make a video after working with them to get the watch to work. The watch still not work...it is dead and the company continues to waste my time by not providing me with return instructions and wasting my time.

  Business response

  06/25/2024

  ******,

   

  We're sorry for this experience. We will be issuing a refund to your original form of payment. Please allow 7-10 business days for this to process.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an ITouch smartwatch in March 22,2024. The watch stopped working two weeks later. I mailed the watch back on April 22nd. I sent a picture of the receipt with the tracking information. Ive been going back and forth with different representatives to no avail. Since May 4th I havent received a response back ,nor most importantly, my money back. I included the shipping back to the company as part of the money I have paid to the business. The watch itself is $45.00

  Business response

  05/22/2024

  Good morning ********,

  Thank you for bringing your concerns to our attention. I have reviewed your account and found that you were issued a full refund on 5/6/2024. Refunds typically take 3-7 business days to show on your financial institutions side. Should you not see a refund at this time, please contact your financial institution.

  Best regards,

  *****

  Head of Customer Experience

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an lol omg play zoom watch on a Royal Caribbean cruise line (brilliance of the sea) while on the final day of our family holiday 18/01/2024. I took the watch home and followed the instructions to charge the watch. The watch did not turn on at all, so the following day 19/01/2024 I contacted playzoom who were helpful to assist me further. After the conclusion was made that the shelf life must have been the issue, I was granted a replacement under warranty however as I am not from the US I had to pay for shipping of $45. I stated this would cost more than I purchased it for so asked for a refund. When explained that the refund can not be granted as I did not purchase the watch directly from the company I expressed my disappointment and requested they at least provide some documentation to assist me in processing a refund from the place of purchase. Upon this I was sent an email saying this is company policy and you will have to pay the delivery if you continue. Nothing was sent to assist me and they followed up with a how did we do email before the issue was resolved.

  Business response

  02/05/2024

  Thank you for reaching out. We're sorry for the frustration this has caused. Our warranty is limited to ** residents for 1 year from the date of purchase. Offering a replacement is extending beyond the limited warranty. That said, we do understand that paying a cost exceeding what was paid for the watch is inconvenient. As a courtesy, we are willing to conduct the replacement for a shipping cost of $20.00. 

  Customer response

  02/08/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, although is still a big out of pocket expense that I am upset that I have to spend even more money on a product that has never been used is (I guess) satisfactory to me.  I am only accepting this as this is getting to long in the tooth and my daughter is waiting for her ******** to long. :-(

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My watch, the iTouch air 3, is stuck in a boot looped like state. It tried to upload a new Home Screen and now keeps restarting itself.

  Business response

  11/28/2023

  Good morning ********,

  Thank you for reaching out. We are reaching out by telephone to assist you. Have you previously called in or sent an email address to our Customer Experience team?

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The watch burnt my arm pretty badly.

  Business response

  11/20/2023

  Good afternoon *******,

   

  I hope you're feeling better and I want to assist you. Can you please send photos, the *** ID number of your smartwatch, and a description of what happened to ******************************** with the subject "Attention: *****"?

  Customer response

  11/20/2023

   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.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filled out their warranty page 5 times with no reply from this company.... This device is less than 6 months old, and no longer works. I would like for the company to help me out replacing the device under warranty

  Business response

  09/28/2023

  Good morning *****,

  Thank you for reaching out. I have reviewed my contact system and do not see an email communication or warranty support claim associated with your name or email address. Can you please attach the email communication made with the Customer Experience team and provide me with the name and email address you've used in association with your claim? From there, I can see what has gone wrong and assist with your claim.

  Customer response

  09/28/2023

   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.

  Thank you,

   

  It should be ************************ or **********************

  I am not sure which one I used now to think about it.. But the watch is only a few months old..And the screen is completely dead now.

  any help would be wonderful. You can email me at either of these addresses, and I can provide a phone number if needed.

   

  THank you,

  Bryce

  Business response

  10/12/2023

  Good morning,

  Upon reviewing, the replacement process has begun. I am following up with the team to respond with your tracking information.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’ve purchased the item and returned to the company on 6/1/23 but haven’t received a refund. Customer service stated a refund will be issued but haven’t received a refund yet. No one is replying to my inquiries for an update.

  Business response

  06/27/2023

  Good morning,

   

  Thank you for bringing this to my attention. I'm terribly sorry for the delay in your refund and have issued a refund in the amount of $59.99. You can expect this to show on your financial institutions record in 3-5 business days, dependent on their processing timelines. Please let me know if you need any further assistance.

   

  Sarah Clark-Ray

  Head of Customer Experience

*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. ↩