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:05/31/2025

  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 a scale and tens unit with extra pads from Oxiline. Immediately upon arrival I downloaded the app and followed instructions for use. Without any success in being able to use the products as described I emailed the company for return instructions and approval. I received a response Almost immediately. They offered additional money off total cost if I kept the products vs returning. I chose to return. I followed instructions on their procedure. Sent *** (I paid the return shipping fee and insurance). They received products back on 5/20/25. I returned the items within a week of receiving them. Ive emailed (5) times requesting status of my return and credit. Absolutely no response. The original order #was ******. *** shows the company received the return. The total amount of my refund should be $277.90 . I will reach out to my bank for further assistance on this matter and request them to research the potential fraudulent transaction without the refund.

  Business Response

  Date: 06/02/2025

  Dear Ms. ****** and Better Business Bureau,
  
  First and foremost, we sincerely apologize for the inconvenience and delay you've experienced.
  
  Wed like to clarify that we only received three emails from you regarding this matter one on May 11, another on May 12 (your return confirmation request), and your most recent message on May 31. Please refer to the attached screenshots for confirmation.
  
  In our return instructions email, we clearly request that customers provide us with the return tracking number once the package is sent. This step is important as it allows us to:
  
  1. Be notified that the item has been shipped back, since our customer service team and warehouse team operate separately, and
  2. Monitor the return status.

  Without that notification, our customer service system is not automatically alerted when a return is delivered to our warehouse.
  That said, weve manually verified that your return was received, and have now processed a full refund of $277.90 to your original payment method. Please allow 35 business days for the refund to appear in your account, depending on your bank's processing time.
  
  We appreciate your patience and understanding. Please dont hesitate to reach out if you need further assistance.
  
  Sincerely,
  ****, Supervisor
  On behalf of **** *******, Owner
  Oxiline LLC
  
  

  Customer Answer

  Date: 06/02/2025

   
  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:04/16/2025

  Type:Delivery 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.

  The tens unit device I ordered is making my skin burn and gives me blisters. The screen also started getting glitchy after only a half a dozen uses. This is the second one I have had from this company and had the same result. They are not answering my emails. They are supposed to have a life time warranty. I would like my $100 back.

  Business Response

  Date: 05/13/2025

  Dear Ms. ****** and Better Business Bureau,
  
  Thank you for bringing this concern to our attention.
  
  We would like to begin by clarifying our policy regarding the lifetime warranty. While the warranty covers long-term product support and replacements, it does not include refund eligibility beyond our 30-day return window. As outlined in our return policy (available at **************************************************), customers must notify us of any issues within 30 days of receiving their order to qualify for a refund.
  In this case, your order was delivered on January 15, and we received your first message regarding the issue on February 25, which is outside the 30-day refund period. Because of this, our team offered a replacement in accordance with the lifetime warranty terms. Additionally, your message stated that the pads sometimes burn me on a very more setting, indicating that the irritation is not constant and may be related to intensity level, sensitivity, or usage conditions.
  
  That said, we understand your frustration and want to ensure a positive resolution. As a one-time gesture of goodwill, we have processed a full refund, despite it being outside our stated refund policy. The refund has already been applied and should reflect in your account within 35 business days.
  
  We hope this resolves the matter to your satisfaction and appreciate the opportunity to make it right.
  
  Sincerely,
  ****, Supervisor
  On behalf of **** *******, Owner
  Oxiline LLC
  
  

  Customer Answer

  Date: 05/13/2025

   
  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:04/03/2025

  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.

  This is regarding order #****** placed on 2/17/2025. It was shipped on 2/26 and delivered to my house on 3/3. I bought the product, a glucose meter for my diabetic father. But upon receiving, he actually didnt want to draw blood, prefers a non-invasive glucometer instead. I reached out to Oxiline on 3/3 inquiring if I can return or exchange for a non-invasive one. Unfortunately, they only offer the invasive one. But they suggested that I return the product with full refund minus shipping. So I bought my own label and shipped the item to the address the seller provided. Due to many delays on **** part, the item didnt get delivered until 3/24 (tracking no. **********************). Ive tried contacting the seller 4 times - email 3 times and DM on Instagram -to follow up on the refund but they have not responded.

  Business Response

  Date: 04/29/2025

  Dear ******* and Better Business Bureau,

  
  Thank you for the opportunity to respond to this complaint.

  
  We acknowledge the customer's purchase of a glucose monitor on February 17, 2025, and understand that upon delivery, the customer preferred a non-invasive model. On March 3, 2025, the customer contacted us via email requesting a return or exchange. While we currently do not offer non-invasive glucose monitors, we responded promptly and, on March 10, provided detailed return instructions. As clearly outlined in that email, a full refund (minus shipping) would be processed once the return tracking number was provided to us and the item was confirmed to be in transit.

  
  Following our March 10 response, we did not receive any further communication from the customer, nor were we provided the required tracking number. This made it impossible for us to verify the return or initiate a refund, as our policy requires confirmation that the package is on its way.

  
  We only became aware of the returns delivery and received the tracking number ***** #**********************) through this BBB complaint. After confirming that the return was delivered to our facility on March 24, 2025, we immediately reviewed the case. Upon doing so, we found that the refund had already been processed, and weve attached a copy of the refund receipt for reference.
  We strive to assist our customers efficiently and fairly, and we regret that a lack of follow-up communication prevented us from resolving this matter sooner. We encourage all customers to reply directly with return tracking details as outlined in our instructions, which enables us to process refunds without delay.

  Sincerely,
  ****
  Supervisor
  Oxiline LLC

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23154215
  
  I am rejecting this response because: its clear as day as my screenshot that I sent them the tracking information the after I was given a verification that I can return the item for full refund. Its not my fault they didnt check their email and doesnt have a good customer service. 
  

  I just want to note that I had been refunded due to ****** taking over but I dont appreciate them making up a story when I clearly have proof.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/09/2025

  Dear Ms. ****** and Better Business Bureau,
  
  Thank you for your follow-up and for providing a screenshot of your message.
  
  We appreciate you sharing this information. From your screenshot, it looks like you did attempt to send the return tracking number after receiving our return instructions. However, as shown in the screenshot we previously uploaded from our email system, there is no record of a reply or message received from you after we sent those instructions on March 10.
  
  To further support this, weve uploaded an additional screenshot showing a search of our system using the tracking number you provided (**********************). There is no record connected to that number in our system, which confirms that we never received the message on our end.
  
  If we had received your tracking number at the time, we would have immediately processed your refund, just as we stated in our return instructions.
  
  Were glad to see the issue has been resolved through ******* While we understand your frustration, we stand by our previous response based on what we see in our system. 

  Sincerely,
  ****, Supervisor
  On behalf of **** *******, Owner
  Oxiline LLC
  
  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23154215
  
  I am rejecting this response because:

  I also followed up on your website and sent a DM on Instagram. I didnt get any responses from both. Even if my email w/ the tracking number got lost in the shuffle, I shouldve gotten a response from sending a message through both online and Instagram direct message. Doesnt look like my message on IG wasnt even read.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 05/12/2025

  I remember that I also included in the returned item a copy of the email to me from customer service verifying that return is accepted with a full refund. They couldve used that as a reference that its a return item and should be refunded. Doesnt matter that my email with the tracking number is missing, the item still got to their possession with my information such as full name, address, email address and order number. 

• Initial Complaint

  Date:04/02/2025

  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 the Oxiline Scale MD Pro in good faith that the product worked as advertised. The app and the product do not work great together making this more or less an expensive bathroom scale without the app. The app never works the same. Since the app doesn't work great and the 30 day return policy states it must be received within 30 days I opted to return the product since it doesn't work as stated. I was offered a discount on the product and I declined and then told that I have to pay for the return of a product that doesn't work as advertised myself. I would like a full refund and the cost of returning the product to be covered. I paid for express overnight shipping.

  Business Response

  Date: 04/29/2025

  Dear Mr. ********** and Better Business Bureau,

  
  Thank you for the opportunity to respond to this complaint.

  We understand Mr. **********'s concerns regarding the Scale MD Pro and the accompanying mobile app. We regret that the product did not meet his expectations and appreciate the opportunity to clarify the actions weve taken and the limitations of our return process.

  The customer first contacted us on April 2, stating: I would like to return my Scale MD Pro as I dont feel like it and the app works great together. Our team responded promptly with troubleshooting steps to address the concerns. However, Mr. ********** confirmed that he preferred to return the item, and we then provided return instructions in accordance with our return policy.

  The product was returned to us, and a full refund for the product price was issued. This was processed in a timely manner and in line with our policy, which is clearly stated both on our website and in our return instructions:
  
  You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  
  Additionally, its important to note that we are unable to refund any amount beyond what was originally paid for the order through our system. This includes any separate fees paid by the customer directly to the postal service for return shipping. The original orders shipping (including any express shipping upgrades) is also non-refundable under our stated policy.
  
  We understand the frustration around return shipping costs, but we must apply our policies consistently and operate within the capabilities of our refund system.
  
  Attached are screenshots of our email interactions with Mr. **********, the refund confirmation, and policy for reference.
  

  Sincerely,
  ****** De ****, Supervisor
  On behalf of **** *******, Owner
  Oxiline LLC
  
  
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23151144
  
  I am rejecting this response because: The response makes it seem like the company tried to make the situation better but in reality they just wanted me to miss the 30 day refund period. I would not recommend this company to anyone. I had to keep pushing at every step to get the refund.
  
  Sincerely,
  
  ***** Langstreth

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 only ordered the ********** based on reviews. I paid for overnight shipping on December 26th. I reached out to the seller today December 30 only to be called back a few hours after I called and be told it was because of the "holidays" that it wasn't processed. He then "shipped" the product though *** does not even have the package. So I wasted time and money on not only the product but the overnight shipping. Should have read all of the horrible reviews this company has before wasting my time with them.

• Initial Complaint

  Date:12/10/2024

  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.

  Purchased a scale for $95.77 on October 21st, 2024. To date December 10th, 2024 I have not received it. Tracking shows shipped that night, yet is still sitting in ***** and never left. I have called multiple times but no one answers the phone. It doesn't matter what time I call it says they can't be reached. I have emailed 4 times and continue to get the same automatic reply email on how sorry they are and to be patient. I have requested a refund in the emails, but the replies never address the request.

  Customer Answer

  Date: 01/13/2025

  The company has issued me a full refund. The issue is resolved. Thank you!

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 order an TENS X Pro on November 25th and received my order on November 30th. I charged the device immediately before use. Upon trying the machine, the device turns on but no pulse or sensation comes through the device. After going online and tried to problem solve the situation I decided to reach out to their customer service on 12/1 for either a replacement or refund. A Customer Support Specialist responded on 12/3 asking me to send a video or photo. I recorded a video explaining the situation or showing the device not operating. in the video I put the electrode on my fore arm as a demonstration with the strength on high. This demonstration was to show that there was no pulse from the device on an sensitive area. I sent that video to the Customer Support Specialist on 12/4 and have not received a response. Today is 12/9 and I have asked for an update via online and calling their list phone line. I tried calling their phone number and tried two different options and both stated that they were not open and to make sure I call between the hours of 9 am to 5 pm. I called around 10:30 am MST. After viewing BBB's posts on this company I see there is no public trust and I am seeking a full refund. Oxiline offers a thirty day return and I am worried that they are trying to extend past that date. If needed, I can provide the video I sent to Oxiline.

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On March 24, 2023 I bought a blood pressure monitor from Oxiline for $99, it came with a lifetime warranty. In Dec 2023 a plastic piece that connects the cuff to the monitor broke so I emailed Oxiline asking them to replace this small plastic piece under the warranty. They refused and suggested I buy a new part, they said the cuff was not covered by their lifetime warranty but there was no mention of this when I bought it. It simply ststed "lifetime warranty on all our products".I then sent email requesting full refund because they do noy keep their promise of lifetime warranty. This was ignored as was another email I sent.I only bought this model because it had great reviews, I strongly suspect that Oxiline frauulently manipulate these "top 10 lists".

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In December of 2023 I paid $100.00 for a body weight scale from this company. The scale is supposed to display your weight and body fat and several other indicators. The scale worked for a few weeks. The scale then started displaying only my weight. I called in and they tried several adjustments but it no longer worked. The company has a lifetime guarantee on the scales so requested a replacement scale. I received the replacement scale in August. The scale worked for a few weeks and now is only is only weight again. The company seems very shady. They avoid the issue. **************** hangs up and sends you to voicemail. At one point a message appeared in the app on my phone walking customers through steps if they have this problem. They also sent a message that they were implementing a new app but that also didnt work. They seem to know their scales have the issue. Other customer have complained about it on their ******** page. The companys reviews seem to be fake. I tried to post a review and my review never posts.

• Initial Complaint

  Date:07/08/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  No response from business. I am in need of an itemized receipt for both orders: ****** & ****** for my medical insurance, and I am unable to login to account, no response from business via phone and email attempts times 6. If I am unable to obtain the receipt, I am unable to get reimbursed by insurance which is advertised on website (HSA) approved. I will require reimbursement from Oxiline. The only correspondence I received was an email with tracking information.