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Business Profile

Online Retailer

Carbinox Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 226 total complaints in the last 3 years.
  • 85 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/24/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Purchase this smart watch from carbinox a little over a month ago. I reached out to there customer service over a week ago and have yet to be contacted back about getting a replacement. ********** I purchased is defective it does not hold a charge none of the health monitoring works a lot of the features on it has bugs and does not work correctly. I am merely trying to get a replacement.

    Business Response

    Date: 07/25/2025

    Hi ******,

    I can see on our end that you have already started a return process with our customer support agent ******.

    To make things easier for you, here's a pre-paid return label *************************************************************************************************************************

    Once we get your watch we will send you a replacement.

     

    Customer Answer

    Date: 07/25/2025

     
    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.

    Sincerely,

    ****** ********

  • Initial Complaint

    Date:07/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In August 2024 I bought a carbon ox X Ranger watch. It stopped working early June. I have contacted carbon ox twice now with no The watch just quit working would not charge would not come on.

    Business Response

    Date: 07/18/2025

    Hi ***,

    Could you please send me your order number, I can't seem to find one under this email 

  • Initial Complaint

    Date:07/16/2025

    Type:Product Issues
    Status:
    Resolved
    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 type S watch with the ultimate pack for my husband for Fathers Day on 05/28/2025 (ORDER #*********). I received my order on 06/04/2025. I gave my husband the gift on 06/15/2025 and he asked if we can swap it out for the type R. I reached out to carbinox via email and requested an exchange on 06/15/2025 and talked with ******* (ticket #******). I was advised to send the product in its entirety back to Carbinox (they issued a return label) and that they would send me an invoice for the additional charge and would send me the type R. I sent the product back and confirmed it was received on 07/03/2025 (ticket #******} by *******. We were advised that we would receive the invoice and have yet to do so. I have since requested a refund instead of replacement, as I placed a new order for the Type R (order #CLF318737) on 07/09/2025. We have not heard from Carbinox since the confirmation of return on 07/04/2025 from *******. We have reached out 3 times since confirmation was received, but have not received responses (07/09/2025, 07/14/2025, 07/15/2025).

    Business Response

    Date: 07/18/2025

    Hi ********,

    Your refund has just been processed, you should be receiving your funds back in 3-5 business days 

    Customer Answer

    Date: 07/18/2025

     
    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.

    Sincerely,

    ******** ******

  • Initial Complaint

    Date:07/12/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Product does not work and there is no customer service to honor emails sent Purchased: May 8, 2025 Purchased price: $160 Lifetime warranty: Watch stopped working July 4, 2025 1st Email: Sent July 7, 2025 to their *********************************** which is on their home page for inquires 2nd Email: sent July 12 as there has been zero contact from Carbinox- all emails attached with photos showing their watch is not operating and has malfunctioned

    Business Response

    Date: 07/14/2025

    Hi *******,

    Could you please send me your order number, I can't seem to be able to find an order under this email.

  • Initial Complaint

    Date:07/09/2025

    Type:Product Issues
    Status:
    Resolved
    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 husband and I bought a 2-pack watch set from Carbinox in early May. In early June, I went on vacation and my watch quit working. I contacted customer service and after a day or two, they sent me a list of trouble shooting options to try. I responded stating I had tried all the options and nothing worked. After another couple of days, Carbinox customer service said to take pictures of my watch and they would determine if I was able to get a replacement watch. I sent pictures. Carbinox responded stating they looked at the photos and told be to send my watch in and they would get me a replacement. This took almost 3 weeks to get my replacement. When I got the email stating that my replacement watch had been sent, I noticed it was the wrong one and alerted Carbinox by email immediately. Roughly ***** hours later, a different customer service representative contacted me saying there was nothing they could do about it at that time, but to send the replacement in again once it was received and they would send me the correct one. I emailed again stating that this process was becoming a huge hassle as at this point, I've been without a working watch since the first week of June. I asked for a refund and I would return everything. Carbinox refused stating it was past the 45-day **** per their policy. I asked twice during this process to talk to someone on the phone. The first time I was told "no", the second request has gotten no response. All I want is to return the watches and get a refund for the troubles and lack of customer service given each of their responses took anywhere from ***** hours.

    Business Response

    Date: 07/09/2025

    Hi ******,

    I just issued your refund, you should be receiving your funds back in 3-5 business days 

    Customer Answer

    Date: 07/21/2025

     
    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.

    Sincerely,

    ****** *******

  • Initial Complaint

    Date:07/08/2025

    Type:Delivery Issues
    Status:
    Answered
    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 watch and starter pack on June 10. When the items arrived on or about June 22, the covers were round instead of square. I immediately contacted Carbinox by email (there's no phone # to call) and recieved an automated response assigning me a ticket #******. A couple of days later, the watch band broke. I notified them again. I've also sent messages on ********, but other than initial responses saying they recieved my complaint, there's been no follow up. As of today, July 8, 2025, I've recieved no resolve on how to rectify the problems.

    Business Response

    Date: 07/09/2025

    Hi *****,

    I see on our end that our customer service representative ******* has already started the replacement process. Once we receive the watch back a new one will be sent your way.

    Customer Answer

    Date: 07/10/2025

    Catbinox sent me a FB message asking for a pic of the tempered glass which I sent. They didn't address the broken watch band, which I sent ANOTHER picture of anyway. They lied to you when they said that an exchange process has begun for a watch. The only exchange request I asked for was the correct covers and a new watch band, not watch. They haven't responded to my emails at all and only sent a FB message the day after I filed this complaint. I sent them the pics as they requested (even though I had already done that) and STILL TO DATE haven't recieved a response or indication that they are sending a new band (it's under warranty since it broke within a few days) or the correct protective covers. There's been zero info from them on how to start an exchange.

    Customer Answer

    Date: 07/10/2025

     
    Complaint: 23573716

    I am rejecting this response because:

    Catbinox sent me a FB message asking for a pic of the tempered glass which I sent. They didn't address the broken watch band, which I sent ANOTHER picture of anyway. They lied to you when they said that an exchange process has begun for a watch. The only exchange request I asked for was the correct covers and a new watch band, not watch. They haven't responded to my emails at all and only sent a FB message the day after I filed this complaint. I sent them the pics as they requested (even though I had already done that) and STILL TO DATE haven't recieved a response or indication that they are sending a new band (it's under warranty since it broke within a few days) or the correct protective covers. There's been zero info from them on how to start an exchange.

    Sincerely,

    ***** *********

    Business Response

    Date: 07/14/2025

    Hi *****,

    I just asked our Head of Customer Support to handle you case directly. Her name is *******, you should be receiving an email from her soon. I told her to send you the correct item without the need to send the one you have back. 

    Customer Answer

    Date: 07/16/2025

    I did finally recieve a response. Contrary to the response you recieved, ******* instructed me to send the item back before a new one will ship (see photo). I have no issue with that,  but it's contrary to what they said. When I get the return label, I'll send it back. I'll follow up on this at that time.

  • Initial Complaint

    Date:07/08/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 the watch january for $184.94The watch had a 12 month warranty on it. The first thing that went wrong was the watch band broke. I contacted them about this and they never responded. I just bought a new band myself. Then the watch totally stopped working starting July 5th. I have contacted them several times starting July 7th and they will not respond. I even posted a comment on their ******** and they deleted the comment. I would like a watch replacement or them to fix this one since its still under the 12 month warranty. If they refuse to do that then Id like a refund.

    Business Response

    Date: 07/08/2025

    Hi ******,

    Here is a pre-paid return label *************************************************************************************************************************

    Once we receive the watch we will process a replacement to be sent

    Customer Answer

    Date: 07/22/2025

     
    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.

    Sincerely,

    ****** **********

  • Initial Complaint

    Date:07/01/2025

    Type:Product Issues
    Status:
    Resolved
    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 my watch from Carbinox largely because of the 45 risk-free guarantee advertised. Shortly after opening the box, I decided that I did not like the watch and reached out to Carbinox to start a return. I have sent several emails over the course of three weeks and have 5 different service ticket numbers open but no one will respond to me to tell me how I can return the product and get my money back. Below are the service ticket numbers: ****** ****** ****** ****** ******

    Business Response

    Date: 07/01/2025

    Hi *****,

    I just sent you a pre-paid return label so we can process your refund. Here the link *************************************************************************************************************************

    Once we receive it we will process your refund.

    Customer Answer

    Date: 07/14/2025

     
    Complaint: 23542264

    I am rejecting this response because:
    It was only after 5 emails and communication with the BBB that I got a response from the company. I sent the package back and am still awaiting confirmation and a refund.  Package was sent back almost two weeks ago. 
    Sincerely,

    ***** ****

    Business Response

    Date: 07/15/2025

    Hi *****, 

    We just processed your refund. You should receive your funds back in 3-5 business days 

    Customer Answer

    Date: 07/22/2025

     
    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.

    I accept it only because I finally got my refund, other than that, horrible experience with the company and will never do business with again, nor will I recommend them to anyone. 
    Sincerely,

    ***** ****

  • Initial Complaint

    Date:06/30/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    The watch was advertised as waterproof but i went swimming with the watch and it stopped working. They take days to answer my email and its lip service. after a week, i still don't have a shipping label to send it back. I have the watch 4 weeks. the warrantee states that if anything happens in 45 days they will replace it, they are wasting time so they don't have to replace the watch.

    Business Response

    Date: 07/01/2025

    Hi *****,

    I can see on our end that a return label has been sent to you so we can processed a replacement when we receive it. Here's the link to the label *************************************************************************************************************************

    Customer Answer

    Date: 07/17/2025

     
    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.

    Sincerely,

    ***** *********

  • Initial Complaint

    Date:06/30/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 watch for my husband in December 23. I purchased an X-ranger watch that boasts indestructibility and a life-time warranty. Unfortunately, a few months back it started struggling to connect to my husbands phone about 50% of the time. And then more recently it completely stopped receiving texts before shutting down completely. It will no longer turn on. I reached out to the company regarding their life-time warranty. Thats when I found out that their lifetime warranty is only good for a year and they wont replace the watch. I think this company is purposely misleading consumers. Their entire website advertises their life time warranty but makes it very difficult to find out what that actually means. Their customer-service representative did offer me a 25% off discount code but Im not interested in purchasing another watch that wont function properly for more than a year and a half. I think this company should start honestly advertising a one-year warranty instead of a life-time warranty.

    Business Response

    Date: 07/01/2025

    Hi *********,

    We're sorry to hear the product didnt meet your expectations. Let us know how we can make things right

Carbinox Company is NOT a BBB Accredited Business.

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