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:10/14/2024

  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.

  Asked 4 times to return item but they do not respond.

  Business Response

  Date: 10/17/2024

  This order has been disputed. There is no way for us to refund the money. For future reference, after a merchant received a dispute they lose the power to refund the money. We can only wait for the decision of the bank. The bank's decision is final. If the bank wins the card member gets credited but if we win, there is no button for us to refund the money to the customer anymore. Therefore, in the future, work with the merchant first before you file a dispute. 

• Initial Complaint

  Date:09/12/2024

  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.

  This company promises repeatedly that they will refund with no questions asked within 30 days. You just need to return the product. I ordered an anti theft backpack and it is a hideous green so I wanted to return it right away. I heard back from them and they said sure just mail to this address which was in *****. I tried that and took it to the post office and it was $31 to mail back so I would have had to spend $31 to mail back a product I got for $50 with no guarantee of a refund. Nowhere does it say on their website that they manufacture and ship from ***** and in order to return you will have to pay for return ship into *****. Now that I see the reviews on the Better Business Bureau website I see that they have scammed many people. I emailed them the information about the $31 and the response I got was thank you for the feedback. This will surely help us improve our business .

  Business Response

  Date: 09/16/2024

  Hello *****,

  We asked you to return the product and we have not received the return. Therefore, no refund is due. 

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22279711
  
  I am rejecting this response because on their website and in the nice emails they sent me after I made the order, they said returns/refunds within 30 days and made it seem like no problem. If that wasnt the case, I definitely wouldnt have ordered this product.
  
  What they didnt say was that the product was made in ***** and in order to get a refund I had to pay for shipping to *****, which turned out to be $31. the product cost $50 so I didnt see how this was worth it and emailed them asking what I could do and letting them know that they hadnt informed me that this would be the case. I received a return reply which said thank you for your feedback that will surely help us with our business.
  
  I felt like I was scammed and looked online and saw that 94% of customers feel the same way and are very unhappy with this company and that many of the customers have tried to communicate with the company through the Better Business Bureau and received equally vapid responses without resolution. So I admit, I am bewildered as to how this company is still in business given all the complaints.
  
  What I would like is to return the purse to an address in ***************** and receive my full refund.

  Sincerely,
  
  ***** ****

  Business Response

  Date: 09/19/2024

  We need the products back. 

• Initial Complaint

  Date:05/30/2024

  Type:Delivery 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 choking device and it doesnt do a thing doesnt work at all. Cant reach them by email or phone.

  Business Response

  Date: 05/31/2024

  Your order was delivered on May 22, 2024. Here is the tracking link: ********************************************************************************

• Initial Complaint

  Date:11/26/2023

  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.

  Claiming they offer a "30-day satisfaction or your money back" is FRAUD since they don't honor it.1) They shipped us a product that fell apart the 1st time - so I received a replacement on October 27th. 2) Then, the replacement also fell apart within a week, so basically its complete junk.3) trying to get them to honor their own policies - but stuck sending multiple emails & calls All have been ignored.4) Claiming they offer "30-day satisfaction or your money back" is FRAUD since they don't honor it.5) I sent pictures of the damaged product multiple times - they never respond 6) I offered to ship it back - still no response 7) I submitted my complaint on November 10th - well within their 30-day window - they just don't honor their own policy stated right here on their own website: ****************************************************** "We believe in the quality of our products and want you to be completely satisfied with your purchase. That's why we offer a 30-day money back guarantee. If for any reason you are not completely satisfied with your purchase, you can request a full refund within 30 days of receiving your order"This is false advertising which is why I am reporting it. They owe me a FULL REFUND, but I can't get customer service to respond.Proof of my email on Nov. 10th, asking for a full refund is included in the uploaded documents. Proof of the item falling apart is in the uploaded pictures. Proof customer service ignoring customer complaints is also in the uploaded email communication.

  Business Response

  Date: 11/27/2023

  Hi BBB,

  ************************* order has been replaced. She is scamming small businesses of saying her product is damaged so we replace her with another new one. If she wants a refund, she will need to return both headsets we sent her. 

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20917532
  
  I am rejecting this response because:

  They have a "30-day Satisfaction guarantee" posted on their website.  This is FRAUD to not honor it.  The headphones are junk  (see pictures)  and they know it.
  
  I don't want a replacement, I want my money back.   ****I also asked for a return label to send the items back -  which they ignored****  
  
  So, no one is scamming anyone except Nueby scamming customers by sending products that are junk & then refusing to honor the "satisfaction guarantee".  That is the definition of FRAUD.

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

  Customer Answer

  Date: 11/28/2023

  Email attached.
  
  They have not sent me a return shipping label despite asking twice, so they have no basis to claim I am trying to "scam them for free products".
  The product is a piece of junk, I will happily send it back.  They ignored my request for a return shipping label.
  
  They are the ones scamming people not issuing full refunds & not honoring their "30-day satisfaction guarantee" .  This business is a Fraud & BBB should warn consumers

   

   

  Customer Answer

  Date: 11/28/2023

  See attachment.
  
  94%  NEGATIVE reviews on TrustPilot for exact same complaints as mine about Nueby.  
  This company scams consumers & steals their money & then refuses to money their own policies.  BBB should warn consumers

  Business Response

  Date: 11/29/2023

  This order was made in September. We only have 30-day money back guarantee. This no longer qualifies to our moneyback guarantee period. We already sent her a replacement that was delivered on October 17. In November 10, almost a month after she received the replacement product she is claiming damaged. This is clearly a fraud claim from someone who wanted to defraud a small business trying to earn an honest living. 

  Customer Answer

  Date: 11/29/2023

  I have asked them twice for return shipping labels so I can send the goods back.  They are choosing to ignore this request & then trying to say I am "scamming them" -  how can I return something they won't process?  They are committing FRAUD & stealing from consumers

  They have stolen my money -  help

• Initial Complaint

  Date:09/11/2023

  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.

  Purchased product on 08/03 for $93.99, product arrived 08/17. Requested refund on 09/10 due to poor design on cheese grater. Explained to Nueby that metal grinds against metal due to cylinder not being perfectly round. Also reported how wobbly and ***** the product was already. Website says 30 days refund if not satisfied, but when customer service was notified of request for refund, the cited that I only had 7 days to report product defects. Nowhere was this explained on the website. I feel that this product was a complete bait and switch. What is promoted online is not what I received. What I received was extremely poor quality and nearly inoperable due to poor design.

  Business Response

  Date: 09/12/2023

  We have not received proof of the defect he is talking about. 

  Customer Answer

  Date: 09/12/2023

  Note from business states that they "did not receive proof of defect", however, the Neuby website clearly states: "We believe in the quality of our products and want you to be completely satisfied with your purchase. That's why we offer a 30-day money back guarantee. If for any reason you are not completely satisfied with your purchase, you can request a full refund within 30 days of receiving your order. To be eligible for a refund, simply contact our customer service team within 30 days of receiving your order and let them know that you would like to request a refund. There is no need to return the product to us, and there are no hidden fees or charges. We will process your refund as soon as possible, and you will receive your money back in full."
  
  I am willing to provide proof, however, no proof should be required based on the refund policy on their website. Furthermore, when I initially requested a refund, the ************* rep only said that I failed to report the defect within 7 days. They never asked me to submit any kind of proof until this complain was filed.  This just illustrates demonstrates how deceptive and unprofessional Neuby is being in regard to their business practices and marketing. I feel they should honor their refund policy and ***** my refund.  If they want photos, I can certainly submit those, but it shouldn't be required.

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20585096
  
  I am rejecting this response because: The business is now asking for proof of the defect, however, when I first reported the issue and requested a refund, the Neuby rep just said that product defects had to be reported within 7 days. Not only is this not stated in their refund/return policy, but if proof of the defect was needed, they should have mentioned it when I first reported the issue. They didn't ask for any proof though and just wanted to decline my refund request for any reason, even though there is no 7 day period mentioned in their policy.  The return policy says it can be returned for a full refund within 30 days if not entirely satisfied.  No proof or documentation should be provided.  I can certainly sent photos of the issues, but this should not be required based on their own refund policy.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/13/2023

  We will take care of this issue. We are investigating his claim. Thank you!

  Customer Answer

  Date: 09/20/2023

  Business has issued refund, but I was waiting for credit to post before withdrawing my complaint. I would like to withdraw my complaint and show that the business did appropriately resolve the issue eventually.  I don't want it to show as "the customer is still dissatisfied" as that is not correct.  Thank you!

• Initial Complaint

  Date:12/29/2022

  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.

  Wow. What an enormous waste of money. Bought a rubber phone holder for car dashboard where the connecting phone holding pieces dont even fit the base. Spent 2 hours trying to connect the 8 rubber connectors that dont seem to fit the holes they are supposed to connect to. No instructions, nothing. This is a scam product. Buyer beware,

  Business Response

  Date: 01/02/2023

  It's not a scam if  you received our order, right?

  Your ability to insert the pegs to the hole is beyond our control but that does not mean you were scammed. 

• Initial Complaint

  Date:09/08/2022

  Type:Delivery 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.

  Oct. 2021 I ordered a food shredder and 2 magic notebooks. In Nov. 2021 I notified you by email about the shredder, unaware the notebooks were also junk. You emailed asking for pictures and I responded how do you take pictures of junk ie. Suction doesnt hold, food barrel to short leaving 1-2 inches of food unable to be grated. After this I sent an email because you had not provided any information about returns/refunds. The email I received in response thanked me for feedback, have a good day.In March, 2022 I returned the shredder. There has been no further contact.

  Business Response

  Date: 09/10/2022

  We apologize but you are no longer eligible for a refund. Your order was a year ago. Our moneyback guarantee is only up to 30 days. 

  Customer Answer

  Date: 09/10/2022

   
  Complaint: 17934497
  
  I am rejecting this response because:I did make contact within the 30 day period. You blew me off!
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/17/2022

  We apologize, your order is almost a year old. We can't assist you further. 

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17934497
  
  I am rejecting this response because:I did respond to your company within a month of receiving the junk!!! It was YOU that ignored me. A second time I sent an email and you blew me off. You did not address my concerns or answer my questions but simply told me to have a nice day. A few months later I mailed the junk back to you and still got no response. 

  it is you that has not been responsible within your times for taking care of customer issues. You sell poor quality products and are then dishonest about your return policy. I hope enough people complain so your business is shut down or people stop purchasing from you and you are forced to shut down. Either way it is a win for us consumers.
  

  Buyer beware-this company is not reputable! They sell cheaply made items and they do not honor their return policy!

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

  Customer Answer

  Date: 12/02/2022

  The information I sent was an email to customer support on November 25, 2021 less than one month from receiving the product I requested reimbursement for.

  Customer Answer

  Date: 12/08/2022

  #********. This was original contact and the response. The response did not address the issue. Nueby recently sent an email selling their products with the same item I complained about. I sent in a bad review and got the same response. Makes me wonder if they even read the complaints.
  Sent from my iPad
  
  Begin forwarded message:
  From: ******************************* <******************>
  Date: December 7, 2022 at 7:00:12 AM EST
  To: ********************** <************************************************************;
  Subject: Fwd: [Nueby] Re: Form submission on Nueby - Life.Made.Better
  
  Sent from my iPad
  
  Begin forwarded message:
  From: "Customer Support ********************" <**********************************>
  Date: November 25, 2021 at 8:34:55 AM EST
  To: ******************************* <******************>
  Subject: [Nueby] Re: Form submission on Nueby - Life.Made.Better
  Reply-To: Nueby <**********************************>
   
  ##- Please type your reply above this line -##
  Your request (*****) has been updated. To add additional comments, reply to this email.
   
  Customer Support ******************** 
  Nov 25, 2021, 8:34 GMT-5 
  Hello *****,
  
  Thank you for the feedback. 
  
  This will surely help us improve our product and services better.
  
  Hope you have a good day!
  
  Regards,
  Ally
  Customer Support
  ******************
  Life.Made.Better
  Website: ***********************************
  
  
  
   
  **************************;
  Nov 24, 2021, 10:49 GMT-5 
  I purchased a food shredder/grater with interchangeable barrels. Either it is defective or poorly designed. The suction base will maintain suction for 3-4 spins then loosens. When trying to shred a potato the barrel is either to short or the tamper tool not long enough or both leaving a good 1-2 inch piece of potato unable to be shredded.
  Name: ******************************* | Email: ****************** | Phone: ************ | Order #: Dont know 
   
  
  
  This email is a service from Nueby. Delivered by Zendesk 
  [4ZZELV-QZ0R] 
  

  Business Response

  Date: 12/15/2022

  We never heard back from you after our reply. Your order is already way over our 30-day money back guarantee period. 

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 17934497
  
  I am rejecting this response because:you lie! You are a dishonest company. Your response at every attempt was always the same. Thank you have a nice day. You never once addressed the complaint even after I sent the piece of trash back to you. I NEVER heard from you! 

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

  Business Response

  Date: 01/13/2023

  The only record of a ******************************* we have is for orders in October 2021. Then we received an email ************************* stating we are trash in December 2022. If your order was in October 2021 and you complaint about the product more than a year after, you are one year late. We only have 30-days moneyback or 1 month from your receipt date and not 1 year. Thank you!

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 17934497
  
  I am rejecting this response because:you LIE. BBB even has a copy of email I sent in November 2021 and that your response NEVER addressed my complaint only stating thank you blah blah blah. Of course you dont have records of any communication isnt that so convenient for you to NOT take ownership of your cheap products. Ripping people off is how you make money. If you were an HONEST company you would have addressed my concerns in November 2021 but no, you play this cat and mouse game with customers until they get frustrated and give up. 
  
  Sincerely,
  
  *******************************