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Business Profile

Online Retailer

Infinity Hoop

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Infinity Hoop's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 173 total complaints in the last 3 years.
    • 60 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:07/21/2025

      Type:Product 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 have contacted Infinity Hoop customer service over five times to obtain an email address for returning my hoop for a full refund, but I have yet to receive a response. I am still within the return timeframe. I have also called and left my contact information several times, as no one answers the phone. This situation is frustrating.

      Business Response

      Date: 07/21/2025

      I apologize for the delayed response to the customer. We have already sent the return informationplease see the attached email for reference.


      Feel free to contact me again if you have any other requests.


      You can review our refund and return policy at the link below:


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

    • Initial Complaint

      Date:07/21/2025

      Type:Delivery 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.
      When I ordered my infinity hoop, they were supposed to send me an extra four links so I could expand it to fit my waist size. However,when I got my infinity hoop, those four links were not in there. I ordered 32 links. I only received 28.I have emailed the company at least four or five times asking for them to fix my issue and send me the four links. I paid the$20 extra for however they have never responded. Other than telling me they will look into the issue.

      Customer Answer

      Date: 08/04/2025

      I heard from infinity hoop, however it wasnt in the sense of them actually responding to me. It was them just sending me the thing that I was missing without them actually telling me that they were doing so I consider their customer service, extremely inconsiderate, rude, and just plain, not helpful ..when you have a customer to contact you about help you should respond to their concern not just send them what they asked for especially when they continue to contact you about that concern..

    • Initial Complaint

      Date:07/18/2025

      Type:Sales and Advertising 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 placed an order on June 17, 2025, and after reading reviews of the company, successfully cancelled the order within one hour. One month later on July 17, 2025, my bank account was debited for $19.99 for a recurring transaction. I immediately emailed the company and told them to cancel this transaction and that I did not place the order. I received an automated email saying my email had been received, and I would be hearing from them. I sent another email several hours later, and I still have not received a response from the company. The complaints of recurring charges are what convinced me to cancel my original order.

      Customer Answer

      Date: 07/31/2025

      On 7/24/25, I received a refund of $19.99 from Infinity Hoop.
      Thank you for your assistance

    • Initial Complaint

      Date:07/14/2025

      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 was charged this morning for 2 orders of the infinity hoop community subscription which I did not order. I have an email confirmation with and order number but again I did not place the order. My email was delivered at 1:40am this morning and I was sound asleep in my bed so I could not have placed the order. They charged me $42.38 and I need a refund I have reached out to the company but have not heard back yet.

      Business Response

      Date: 07/15/2025

      The subscription was already cancelled. We won't charge the customer again for it. We already refunded the money of the order ******. You can see in the attachments the information of the refund.

      Contact us again if you have another request

    • Initial Complaint

      Date:07/11/2025

      Type:Billing 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.
      7/3/25 charged $19.99 for training videos I did not order.Tried calling multiple times only response is a recording to email them. Sent first email on 7/9/25 with no response. Sent email on 7/11. Not expecting a response after reading comments online where this is happening to multiple people

      Business Response

      Date: 07/13/2025

      The customer creataed a subscription when she made the purchase of the order ******. The subscription was already cancelled. We won't charge again for it to the customer. You can see the log in of the subscription in the attachments.

       

      Contact us again for any request.

    • Initial Complaint

      Date:07/10/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 placed an order on 6/14/2025. I ordered an infinity hoop and was to receive the free sweat belt, infinity detox tea and sweat cream. When we received the order, the hoop was not the correct color that we ordered and 1 of the detox teas that i paid for was not in the order. I have emailed them 3 times with regards to this matter *** to date, have not received a response, at all.

      Business Response

      Date: 07/11/2025

      I requested a picture of the wrong infinity Hoop the customer received. I will escalate to the team in charge to reship the correct item. 

      I already requested to the team in charge to reship the missing detox tea. I will contact the customer once the team in charge send me the information of the missing item.

      Let me know if you have another request.

      Customer Answer

      Date: 07/15/2025

       
      Complaint: 23578561

      I am rejecting this response because: i responded to them and sent them the photo of the item they wanted We ordered the sage hoop and sweat band. Received sage sweatband but a blue hoop. I also mentioned that i was missing 2 detox teas, not just 1 (i paid for 3 and a free one was to go with the hoop). I only received 2 in our order. That was a few days ago and i have not received a response back.....again!

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:07/09/2025

      Type:Product Issues
      Status:
      Unresolved
      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.
      Was sent in correct items. And items sent are not as website description states

      Business Response

      Date: 07/11/2025

      I need more information of the order. With the email or name of the Customer I can not find any order. See in the attachments the information I could find with the email address. The customer can send us the complete name, the email address he/she used to make the purchase or the four last digits of the card. I can find the information to help the customer.

      Contact us again with the information to help the customer.

      Customer Answer

      Date: 07/12/2025

      4936 

      Business Response

      Date: 07/15/2025

      We need the customer confirm the order number, because the only order number with the information the customer sent, It is not to the name como *******. Please, confirm th information 

      Contact me to answer it.

      Customer Answer

      Date: 07/16/2025

       
      Complaint: 23576325

      I am rejecting this response because:

      ******** ****** is the name for the order. I've tried numerous times and sent several emails. Also tried to call the number listed and have not received one response except through here. 


      Sincerely,

      Como Chingas

    • Initial Complaint

      Date:07/08/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 the infinity hoop pro on 6/21/2025. I only have received the " free gifts", but not the infinity hoop itself. I have reached out to customer service, but have not heard back. I just want the item to be delivered. It says that they will get back with you within 24 hours, but it has been days, and no one has reached out to me. I just want the item that I paid for. I have emailed, with no response other than the automated response. I have called, and it sends you directly to voicemail. I'm worried that I have ordered from a fraudulent company.

    • Initial Complaint

      Date:07/07/2025

      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.
      After my initial purchase, which I wanted and willingly purchased, there was a button on the website touting a discount. Curious, I clicked on it, and it automatically added a second unit to the order. I was unable to find a way to correct this. I sent emails to customer service before shipment, after shipment, to get some guidance as to how to make the return. The package came with no information. The 1800 number doesnt not work. To date Ive sent 10 emails, all going unanswered expect for a follow up email to rate my experience. Any link on those emails redirects to a broken web address. I just want the money back for my second unit ($60+ tax and shipping). Its clear I only have 30 days to return it but I have no idea HOW to make the return.

      Customer Answer

      Date: 07/14/2025

      This is a follow up to a complaint *** already made against infinity hoop. I have been charged in total $100 of UNAUTHORIZED purchases. Despite numerous emails and phone calls daily, I have not received any reply beyond a generic reply/showing I made another purchase (WHICH I DID NOT).

      Business Response

      Date: 07/15/2025

      The customer has two orders, one of the ****** and the second is for the subscription the customer created in the first ofder with the number ******. The order ****** can be returned by sending the items to:

      Infinity Hoop
      P.O. Box 47269
      *****, **
      33646

      The customer will receive the refund of the items.

      The subscription can be cancelled. Just confirm if the customer wants to cancel it.

    • Initial Complaint

      Date:07/03/2025

      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.
      I made sure to make an account which I now can not get into. It says my password is wrong, but it is not. I purchased this with the promise that if it didnt work within 30 days it could be returned. I am also upset about the noise level. I contacted via email (which seems to be the only way to ahold of them). I sent 2 emails before getting a response that gave me some suggestions and said However, if you still prefer to proceed with a return, please let us know. Well be happy to assist you with the next steps based on your order details and eligibility.They now have stopped responding. I have responded to their email twice. I have also tried a new email. All of which seem to be ignored. All I want is my refund.

      Business Response

      Date: 07/03/2025

      We answered late for the requet of the customer. I already sent the information for the return. The return is out of warranty, but we accept the late return because the answer was later than expected.

      Customer Answer

      Date: 07/07/2025

       
      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. Assuming I get the refund. 

      Sincerely,

      ****** *****

    Infinity Hoop is NOT a BBB Accredited Business.

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