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:12/12/2024

  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 an Alpha JX2 bidet toilet seat on 10/19/2024 with the order number included in the upload. I informed their support team on 10/27/2024 that I had received the incorrect item. They sent an obsolete item that they claim they no longer sell or stock yet I had the item in my possession. I sent pictures of the item, they acknowledged their mistake and sent a *** return label. I took the item to the *** store on 11/7/24. I tracked the package to a ********** location where apparently *** has lost said package. I informed Bidet King that *** has lost the package. It was not my fault that Bidet **** sent the wrong item nor is it my fault that *** lost the package. I would like Bidet King to either replace the incorrect item they sent or refund my money. Also here is the *** tracking # 1z493v5y9093497054. Thank you for your help.

  

  Business Response

  Date: 01/02/2025

  Hello

  We were waiting for the *** Lost Package claim to finish. This was a very unusual case because the customer supposedly received something that we have not had in our warehouse for 6 months so we wanted to get it back for investigation. 

  It was unfortunately lost in transit so we can't figure out what happened. We are shipping a replacement to the customer

  Thanks

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair 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.

  We purchased a bidet from this company on April 4, 2023. On September 14, 2024 we noticed the unit was leaking while in use. Our licensed plumber came to look at it and said he could not fix it, the damage was internal. We emailed the company with all documentation and we spoke with them today, September 16th, 2024. This item is under warranty for 3 years and we requested either a replacement or even offered to upgrade to a more expensive model. They told us no, that we would have to disconnect the unit and send it back to them. Our plumber already thoroughly examined the unit and said it was damaged. This company does not stand its' warranty clearly stated on their website. We want a replacement or monetary compensation for this damaged unit.

  

  Business Response

  Date: 09/27/2024

  The crack pictured is not a crack in the body of the bidet seat. It's a seam where the upper and lower halves meet. This seam is visible on all images of the Alpha JX bidet seat. We are trying to honor our warranty terms by offering to repair the unit at no charge, which is what our warranty terms explain. However, customer is unwilling to send the seat to our warranty repair center.

  Customer Answer

  Date: 10/01/2024

   
  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.
  

  We refuse to continue to deal with this company. They changed their mind several times while communicating 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:08/05/2024

  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.

  After ordering 2 bidets from them and thereafter arriving at my house, they both came damaged upon delivery. Nothing to do with *** but rather the manufacturer itself. I then contacted them about the issue and they told me to return it and will issue me a refund upon arrival at their warehouse. However, even after the tracking# shows as delivered, they told me they did not get the units back at their warehouse even after me providing proof via a drop-off receipt. I then contacted them about this issue (1 month ago) and even though it was a mess-up on ***'S end, *** ended up issuing a claim to the sender due to their negligence. I once more contacted ********* about this incident and they were unable to help me even though I did EVERYTHING right on my end on the bargain and were adamant in their resolution (nothing). I ended up contacting every other week as they told me to "give it more time," however it is nigh on 2 months at this point and I am just sick and tired and exhausted about this. I even went out of MY way to contact a supervisor "JC" who even after sending them emails, completely ignore my inquiries. This is a totally unprofessional company who does not take their customers seriously. I would really consider taking your business elsewhere if they are unable to resolve something that isn't even MY fault. My refund has been promise ad nauseam but to no avail. Incredibly frustrating situation for me to be dealing with.

  

  Business Response

  Date: 08/16/2024

  We've already corresponded with this "customer".  He never returned the items he claims to have returned.

  1) his *** dropoff receipt shows two packages with weight of zero points each (empty boxes)

  2) *** fraud investigation team let us know that the labels were modified so they wouldn't route properly. As a result the packages were lost in transit

  3) the items were shipped directly from the manufacturer. There's zero chance that both items he received were damaged as he claims.  

  We are not able to issue a refund

   

• Initial Complaint

  Date:04/18/2024

  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.

  Purchased 2 JX-RW bidets. Installed the first one, it worked ONE time, and I smelled something burning. After that time, the water heater never worked again. Called support. He had me unplug it and do some things with the buttons, etc. Didn't work. He said to send email to support/warranty to get replacement as the unit was faulty. When I got (after several attempts) a response to the email, in which I had explained everything, they suggested first that I do what I'd already done with the guy on the phone and then that I take it apart and follow some further instructions for repairing the unit. Unwilling to repair a unit (and probably voiding the warranty), which is not my job, and i'm quite sure the heater is burned up, I again asked them to send an RMA to return the unit. The 2nd unit seems to be working, but given what's happened, I know if it has a problem, they will not stand behind it. Would prefer to return both for refund, but at this point I would settle for returning the one that is definitely faulty for a refund. I have all the emails, though it would be difficult to upload them.

  

  Business Response

  Date: 04/18/2024

  In reviewing the emails, the customer has already requested a replacement unit which is approved and in process. This just happened yesterday so we're confused why this case was even opened.

• Initial Complaint

  Date:06/23/2023

  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.

  I purchased 2 Alpha Bidets with a 3 year warranty . One bidet does not work, we sent it back on our dollar for repair and it was sent back in the same condition as we sent it which ment It Does Not Work. I have got in touch with the company and they will not honor theie 3 year warranty .

  

  Business Response

  Date: 06/23/2023

  Customer was complaining about intermittent issues with this bidet seat. He sent it in for repair under warranty. We tested it over a period of 2 days and were unable to re-produce any issues. We sent it back and customer says "sometimes the remote doesn't work".  We have provided troubleshooting steps with video tutorials, and asked him to send us a video of the issues at hand. So far the customer has only responded with sarcasm. Our last message to him on June 15th was not responded to. We are unsure how to help this customer as the product tested perfectly for 2 days while we had it in our possession and customer refuses to troubleshoot. 

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20227936
  
  I am rejecting this response because: I had 2 Alpha Bidets and they wouldn't honor their warranty. You cannot tell me I do not know how to work since one does work. I have now purchased a Smart Bidet since the company will not honor their warranty. . As I started to research this problem, this company has done this to other owners of the bidet. They cannot be trusted. I did not purchase my new bidet from them and will never purchase from them. They can lie all they want about not finding a problem when they had it . LOOK HARDER I purchased a new Smart Bidet from a different company on Amazon   114-5600349-0673830 I would never purchase from this company!
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/28/2023

  Once again, we're happy get it back here for testing again. But, if it works flawlessly here again last it did last time, then I'm not sure what else we can do if customer does not want to troubleshoot at home

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20227936
  
  I am rejecting this response because: I have delt with the problem for almost a year without any help from you and now that you see I purchased another Bidet from a different supplier ,your offering help after I disposed of the unit.You are not honorable  in you business dealing  by not honering your warranty. It is an empty promise of fixing a unit I threw out..As I stated in the last complaint ,the unit was garbage if it didn't work
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/07/2023

  Type:Sales and Advertising 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.

  We recently went to BidetKing.com to purchase a new **** washlet with all features. We ordered the Sedona Beige, which was a much different color than the white and cost significantly more than the white ($1295.70 advertised price for the white versus $1,491.00 for the ****** Beige). The ********* website claimed that the washlet advertised was the latest and greatest seat from the global industry leading ****, so we assumed it had the auto flush feature we were accustomed to on our old **** washlet. Turns out, it did not. When we asked about this, we were told we needed the Washlet+, not the one we ordered. Moreover, the packaging of the product as received did not look anything like how **** would actually package the product. Instead, it had a number of US ************** envelopes inside the **** box. **** confirmed to us that this is not how **** packages its product, so this may well have been a repackaged, returned one. I brought the erroneous color issue to the attention of ********** and provided photos of the color as pictured on their site and the color we actually received. In response, ********* initially acknowledged that we had received the wrong color, writing Im sorry to hear that the wrong color was sent to you. They requested, though, a copy of the sticker on the underside of the seat. I sent that to them. They then wrote again asking for the sticker on the far back portion of the toilet. After I sent that, they claimed this sticker verified that the color I ordered was what I received, even though the color I received is much different than what is pictured on their website. They tried to excuse the fact that the color on their website is different by referring to it as a stock image from **** and they refused to provide any remedy since they supposedly had confirmed, by virtue of a sticker that could have been placed on the washlet by anybody.

  

  Business Response

  Date: 06/23/2023

  The customer claims that we sent him the wrong color, but we didn't. We sent him the exact product and color that he ordered. He's complaining that he doesn't like the color he ordered.  We verified that the model#, SKU, and color code that we sent him are exactly what he ordered. 

• Initial Complaint

  Date:05/02/2023

  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.

  Purchased bidet toilet on 1/25/23 from ********* an the toilet doesnt flush. They have referred me to bio bidet an still no resolution. I have only one bathroom an have requested a new tote to be sent. We have done all the items they requested ** to do by unplugging toilet but it still doesnt flush. We have ordered an outside toilet in meantime but want a new toilet sent an we will send this one back an they said they dont do that.

  

  Business Response

  Date: 05/02/2023

  Thank you for notifying us of the situation. We have received your email as well. We are escalating this with Bio Bidet to have your case resolved with haste.

   

• Initial Complaint

  Date:08/23/2022

  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.

  This company uses unfair tactics to reduce the costs to itself to repair its own malfunctioning products at the expense of its customers. Our product stopped working ~6 months after purchase, they refused to replace it and suggested we repair ourselves to avoid costs and diagnosed the issue themselves.
  
  We uninstalled the product, opened it and repaired the diagnosed issue as instructed. The fix took over an hour did not work.
  
  We were told to package and mail the unit to them at our own expense, and were threatened with a cleaning fee of *** and a waiver of liability if it wasn't shipped in original or careful packaging. They offered a discounted postage if we paid them money thru their online workflow. I refuse to pay them anything, especially not *** to ship their defective product back to them for a fix.
  
  So if you are counting this is two uninstalls, one fix and one packaging and shipping at our expense to get their product working UNDER WARRANTY. They refused to ship us a new bidet and insist we ship at our own expense for them to review the issue. I have been on hold waiting, asked for a call back and they refuse. They cite industry standards which do not exist upon our review.

  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Hello,
  
  I have reviewed the customer's complaint as well as his email thread with our service team. I see that his case was handled properly in accordance with our warranty terms and policies. Our warranty policy is to either repair or replace at our discretion. In accordance with industry standards we repair whenever possible to reduce waste.
  
  To clarify - with warranty claims, customers are given a choice to either send the seat to our service center for professional repair, or they can try a repair at home. If customers choose to not send it in to us, we try to send the correct part. However, without having the product in front of us we aren't always 100% correct in our diagnosis. Which is why we suggest customers to send the seat in for professional repair at our service center.
  
  The products are large************************ seats. As a result, shipping is very expensive, even for us. To help our customers, we offer discounted shipping labels on our account for our customers to use at a cost of $35. This is completely optional and below the actual shipping cost and customers are free to ship it to us however they choose.
  
  Regarding the cleaning fee - the products are toilet seats. We simply ask that customers clean the products before sending it in so it's not covered in human waste like some that we receive back. To protect our service workers, we charge a fee for seats that are received in a bio-hazardous condition. This seldom occurs as most of our customers are willing to simply wipe down the products before sending them to us.
  
  We are happy to repair the customer's seat under the warranty. I can even offer him a free return label if he wishes. Thank you
  
  
  Consumer Response /* (3000, 7, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As clearly described in my complaint and in this cryptic and uninterested response, they are asking for money and time (shipping $35) to fix their own product. I refuse to do that after spending $370 on their product just a short while ago. They need to replace it.
  
  The unfair practice is clear: They ask for money plus time and effort to fix their product from the customer. This is clearly an effort to reduce their own costs and avoid fixing their products, hoping to discourage customers or reduce their costs.
  
  The comment on avoiding waste is laughable. I am still waiting for my phone call.
  
  
  Business Response /* (4000, 9, 2022/09/07) */
  As noted in the previous response, the customer has a choice to send in the item for repair using their own shipping method. The prorated $35 shipping label is an option if they want to use our shipping account. The actual shipping cost is higher.
  
  In any case we have offered a free return label but it doesn't seem like the customer is interested in that solution either.
  
  
  Consumer Response /* (2000, 11, 2022/09/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept in order to get a functional toilet ************* Please send me shipping labels so that I'm done with this broken contraption now laying in my hallway.