ComplaintsforSimba USA Inc.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The radio for the tub is not working at all. The hose sprayer is not working as well.

  Business response

  05/06/2024

  Hello,
  We have checked our records and your order is dated back more than 4 years ago. We cannot understand how can we assist you now.
  Exchange is not possible, you can surely ask to your on-site electrician or plumber to check and find the solution.
  Let us know how can we assist you further.
  Thank you

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Simbashoppingusa.com shipped a defective product. I ordered a jetted black stand alone tub and because I kept it stored in original packaging for ************************************************ the new house, they refused to replace or refund when we opened the packaging and found that it was defective. One of the legs was damaged and they tried to spot weld another leg without any consideration of quality. Because the leg is broken, the tub is unusable. Lost $2,165.05 due to the fraud from these guys.

  Business response

  04/08/2024

  Dear **** and BBB Team,
  
  This order has been placed on 04/06/2023, one year ago, and clearly as per policy accepted before placing the order, the time frame to control the item received is 14 days after the receipt. We received an email only today, so largerly after the warranty period. After this window, we cannot assess if the item has been damaged by mishandling/misuse or it is a transportation or manufactiring issue. We are sorry, but this is out of policy and we cannot assist by refunding or replacing your bathutb. According to the information shared with us, we have already provided some solution to fix small issues, the bathtub is absolutely usable. Kind Regards

   

  Customer response

  04/08/2024

   
  Complaint: 21545213
  
  I am rejecting this response because the item was not damaged during shipping. Initial inspection of the product was that there was no visible damage to the packaging or exterior of the product. The product was manufactured with the defect. This was only discoverable when the product was dismantled for  installation. As is visible in the picture, the tub was welded incorrectly and the defect attempted to be covered up. The policy is to inspect for shipping damage, not sabotage internally to the product, as was clearly done. There is no way that I, as a customer, could have done the damage in the picture - I do not own a welder and it is clearly evident that the leg was never installed correctly. 
  
  Sincerely,
  
  *********************

  Business response

  04/09/2024

  Dear **** and BBB Team;

  The bathtub is not defective and even after 1 year of the receipt, we are available to ship the replacement parts you need. Kindly let us know which parts do you need.
  Thanks

   

  Customer response

  04/12/2024

   
  Complaint: 21545213
  
  I am rejecting this response because: 

  As you can see from the picture, the frame is was improperly put together. I cannot see how a part could be provided to fix this. If so, please detail. The frame (with the legs included as a single piece) is integrated with the entire product and must support the weight of the water and  person in the tub. 
  
  Sincerely,
  
  *********************

  Business response

  04/12/2024

  Dear **** and BBB Team,
  
  This order has been placed on 04/06/2023, one year ago, and clearly as per policy accepted before placing the order, the time frame to control the item received is 14 days after the receipt. This islargerly after the warranty period. After this window, we cannot assess if the item has been damaged by mishandling/misuse or it is a transportation or manufactiring issue.

  We are sorry, but this is out of policy and we cannot assist by refunding or replacing your bathutb. According to the information shared with us, we have already provided some solution, the bathtub is absolutely usable. In this case, we cannot assist further. Kind Regards

  Customer response

  04/12/2024

   
  Complaint: 21545213
  
  I appreciate that you have a policy in place and that you are refusing to warranty the product due to manufacturing defect. What I do not accept is that your company is unwilling to take responsibility for providing consumers defective products. If you are not accepting accountability for product defects and are not willing to provide me with a replacement, this needs to be information the bbb and consumers should be aware of. Simba obviously does not have quality management. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a disabled combat veteran and I a pool table that wieghs about ********************************************************************** to get my son and his friend to come over to put the pool table together, upon inspection of the table I purchased I found that the felt was messed up so I contacted the business and they told me I only had the day I received it to inspect it. Well I have had surgery on my back and shoulder so I couldn't put it together myself I had to wait for my son. After they put it together I noticed the felt was damaged and the box had forklift holes where it damaged the table. I contacted them and they told me they couldn't take the table back, they wanted me to box it back up in the same boxes and pay to ship it back. There is no way I could do that so asked them if they would pay someone to come over and change out the felt. They offered to give me a 3% discount, which is around 60 something dollars that's why I am contacting you. I paid for the pool table in full and the thanks I got was they screwed me.

  Business response

  03/11/2024

  Dear All,
  We have been in contact with the customer since the beginning of our email exchanges, we have assessed the situation and proposed the solution that we believe is suitable for the case. The pool table has no issues that compromise its functionality or aesthetics. Furthermore, as per our policy accepted before placing the order, the time to report any problems is 1 day from receipt of the product and our team has the skills to assess the extent of any damage and propose a solution. In this case the customer contacted us almost a month after receipt and it is difficult to establish whether the problem was caused by transport or subsequent tampering or during the installation phase. For this reason, after several emails exchanged with the customer, we offered an appropriate discount to ensure that the customer sees good faith on our part and is satisfied. We reiterate our willingness to offer a 3% discount, Kind regards

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased one of Simbas whirlpool tubs through a third party seller and it came damaged. We did not know it was damaged until we installed it and due to building delays that installation did not happen until 1 year after the initial purchase. We understood that any repairs needed would have to be paid for ourselves. I reached out to the company seeking information on the tub, parts diagram, specifications and most importantly replacement parts. My initial email was met with a reply of "Dear Customer, can you please provide the order number"I replied explaining where it was purchased and that I was just looking for replacement parts to purchase or information on where to purchase replacement parts. I received no response. I have sent numerous emails and tried to connect with someone through their site chat and still have no response.I have a $5000.00 tub, brand new, never been used and and I can't get the manufacturer to respond in any capacity.

  Business response

  03/04/2024

  Hello,
  Can you please provide us with order number and date of purchase?

  We cannot find you in our records, therefore it is hard for us to assist you

  Thank you

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a jetted tub online from SIMBAshoppingusa on 1/22/24 and it came damaged. It was cracked. The cost of the item was $2,944.05. They worked with me and reshipped the 2nd one, but unfortunately it is also cracked, much less than the 1st one, but it has a crack in visible area. They never picked up the 1st one either. I paid via PayPal using my checking account. According to both financial institutions I need to return the damaged item in order to get my refund. I called *** ground and gave them the specs, they quoted me $3,000.00 for shipping of a 215lbs, 75x35x25 package. I called DHL for quote, they only ship up to 150lbs from residential areas. I called road runner freight and the freight is not big enough to ship. Im left with 2 huge tubs sitting in my driveway, both damaged, Im 3k short in my bank account, I can not proceed with my bathroom remodeling and the disposal of such a big items will need a dumpster so it will cost me another 500 dol. I had similar situation last year with ********** for my ***tairs bathroom. The broken tub was picked up within 3 business days, and my money was refunded. I offered for SIMBA to face time me so I can show them both tubs. They can claim for refund with freight company or their insurance. I cant.

  Business response

  02/22/2024

  Dear ********* and BBB Team,
  We immediately made ourselves available to solve any problem.
  Unfortunately, the customer received the first tub purchased with damage caused by transportation and we immediately sent a replacement tub to resolve the situation. Upon receiving the replacement tub, the customer claims that this tub also has problems, but following an internal evaluation, the replacement tub does not present any problems. The customer obviously has the possibility to change her mind and return the tub for a refund. We follow up with the customer via email on a daily basis and she can package the tub appropriately on a pallet and return it to our warehouses for a refund. We are always attentive to the needs and situations that arise for our customers. We remain available, Best

  Customer response

  02/25/2024

  How did SIMBA inspected the 2nd tub? I asked them to face time me so I can show them the damage. They claim the 2nd tub is in perfect condition. If it was it would be already installed in my bathroom. To dispose of them will cost me a lot of money. To ship back its 3k by *** ground. Why should I be responsible for shipment of the damage items? Its very unfair. I also see that Im not the only one complaining about this business. They are fraud.

  Customer response

  02/26/2024

   
  Complaint: 21326828
  
  How did SIMBA inspected the 2nd tub? I asked them to face time me so I can show them the damage. They claim the 2nd tub is in perfect condition. If it was it would be already installed in my bathroom. To dispose of them will cost me a lot of money. To ship back its 3k by *** ground. Why should I be responsible for shipment of the damage items? Its very unfair. I also see that Im not the only one complaining about this business. They are fraud.
  
  Sincerely,
  
  *****************************

  Business response

  02/26/2024

  Dear Customer and ********************,
  We want our customers to be satisfied with their purchase and we follow all stages of the purchase from the beginning. We are a serious and reliable company, on the market for years. We carefully evaluated both the images of the first tub, and determined that it had been damaged in transit and sent a replacement tub right away; and pictures of the second tub, determining that it has no problems and can be installed. For our part, we have done everything necessary to resolve the inconvenience, kindly let us know which solution would be ideal for you.

  Kind Regards,

  SIMBA USA INC

  Customer response

  02/26/2024

  This is cracked tub. Not perfect condition like they state. Maybe send another replacement and pick up the two damaged ones. 

  Customer response

  02/26/2024

  This is cracked tub. Not perfect condition like they state. Maybe send another replacement and pick up the two damaged ones. 

  Customer response

  02/27/2024

   
  Complaint: 21326828
  
  I am rejecting this response because:

  This is cracked tub. Not perfect condition like they state. Maybe send another replacement and pick up the two damaged ones. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 3, 2023, I started a chat with ***** at Simba USA. I asked for instructions on a whirlpool/shower unit which he sent. On June 6, I ordered the tub unit. It was delivered and stayed safe in my garage while drywallers finished the basement. About a month ago, we had the concrete tore up and replaced to accommodate the tub, which cost us another $2,200. The plumber came shortly after to install. Once the tub was in place, we were putting on the back supporting walls and computer system, we realized there was no hardware (screws) to use. Looking further, there was no door handles, foot massage, hand shower unit, or anything that needed to be put in the pre drilled holes. I got back on the Simba website and started a chat with *******. All I wanted was the missing parts and even offered to pay extra. I sent pictures that he requested, and heard nothing. My husband then got involved, was very polite, and tried to explain that we couldn't finish the install without the parts. The response was too bad we are only a "logistic website" and we had 14 days to return the tub, and to deal with the missing parts or to buy from their competitor. When I asked who that is, I was told to ****** it. This company is a total scam and I told them so, so they shut down the chat. I said I would fly in to get the parts, they denied they have an office or any place to look at other products. After I started doing more research, I was shocked to find out this company is still allowed to operate with the terrible reputation and still able to scam people out of their hard earned money. I've had to take out the tub and in the process of looking for another, so even if they could really get the missing parts it's too late. The product looked flimsy and cheap but I was still willing to make it work. After reading other reports on the BBB, it sounded like it wouldn't work for long anyway. I want all my money back, minimally. Big mistake to do any business with them.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  10/7/2023 Purchased a walk in tub with seat and jets as im unable to walk. Tub was received without a seat which does not help me physically ive tried their chat to no response and have sent at least 10 emails, all returned no response from them! I called the shipper who told me to email them. This business is a rip off i cannot afford another tub with a seat and I need a tub to get in and sit. I cannot get anyone to respond to anything its like they have non existent customer service Im going to try to take them to court for not honoring their own return policy! I dont know what to do with this stupid useless tub sitting in my garage, im on a fixed income theres got to be a way to make them respond!

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a path tub cabin. the eclectic panel went bad 1 month later from the installation. They do not have a phone to call or what they have a live chat support which is not helping at all

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order# ***** 02/05/2023 Amount $1775.55 On 2/15/23 I received the pool table. On 2/15/23 pool table professional came to assembly it. He noticed the pool table was damaged from Delivery. The damaged cause by forklift.I emailed *********** he did not reply. Paypal emailed him. ***** requested pictures and I emailed him the pictures. ***** offered replacement I asked for refund. He referred me to remorce policy. I get estimate from *** will cost $ ******* plus. I email him for replacement. ***** did not reply. I emailed ***** for damaged discount he did not reply I request discount damage or replacement because I can not shipping it back I am looking assistance *******************************

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a 3:1 game table less than a year ago. Have attempted contacting the company for a replacement net, as it has broken with min use, for several months with no response to emails or chat. They do not have a phone number you can contact. Even though I feel this is a low quality issue and they should replace the net, I am even willing to purchase a replacement if that is required. I just need them to tell me where? and what kind. I have received one response via chat the many times I have attempted and it just says "we don't sell replacement parts." They will not respond to any other questions. I have attempted to purchase a net from amazon but we can't find one that fits this table. So a >$2000 table is no useless because the companies customer service is non existent. And even if I do obtain a net that works. What about future parts that break? What do I do then? Throw it away and just keep buying more from a company I can't contact?? Will never purchase again from this company. I made a huge mistake trusting them to do the right thing.

*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. ↩