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:07/23/2025

  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.

  I received a TV in February 2025 through a Spectrum free TV promotion for signing up for their internet service. On July 17, 2025 the screen completely detached from the top and both sides of the Tv. I contacted ******** and they told me to contact the manufacturer. For context, my previous TV was mounted in the same spot for over a decade without any problems, which makes this situation particularly unexpected and concerning.I contacted HIsense about the issue and they have stated that the Tv is not covered under warranty because it has been used in a place of business and that voids the warranty. I have asked that they send me A copy of this information and that they replace or repair the Unit, which they have refused to do.

  

  Business Response

  Date: 07/24/2025

  Good afternoon,

  Hisense USA sincerely regrets learning of the detachment issue the customer is experiencing with their television. We recognize how disappointing and inconvenient this situation must be and deeply apologize for any frustration it has caused.
  
  Following a thorough review of the case and the images provided to our support team, we have determined that the unit is being used in a place of business. Unfortunately, this usage falls outside the scope of our manufacturers warranty coverage. For reference, we have attached our Hisense TV Warranty Card, which outlines that the warranty excludes units used for rental, business, or commercial purposes (see page 6, section (g)).
  
  We truly understand this outcome may be unsatisfactory, and we regret that were unable to provide coverage in this instance. Please know this decision is final, and no further comments will be made regarding this matter.
  
  Sincerely, Hisense USA Customer Support

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23645477
  
  I am rejecting this response because:

  Subject: RE: Warranty Denial for Model 50A66X3
  
  
  While I understand your warranty policy, I find it unacceptable that Hisense would dismiss a clear manufacturing defect solely based on where the TV was mounted.
  
  
  The television was securely installed and operated only by remote turned on and off as needed, with no excessive use or tampering. Regardless of whether it was in a home or a quiet business environment, the screen detaching from the frame is a product failure, plain and simple. This has nothing to do with the setting and everything to do with quality control.
  
  
  Its clear Hisense is more focused on denying responsibility than standing behind its products. Rest assured, I will not be purchasing or recommending any Hisense products moving forward.
  
  
  Disappointed,
  ***** Jones 
  
  
  

  

  Business Response

  Date: 07/25/2025

  Good afternoon,

  Hisense USA acknowledges the customer's frustration and sincerely appreciates their feedback. We stand by our previous statement and, at this time, will not be providing any further commentary on this matter.
  
  Sincerely, Hisense USA Customer Support

• Initial Complaint

  Date:07/22/2025

  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.

  I purchased a Hisense Refrigerator on NOV 5 2025 model #HRB171N6ASE from ****** it has a 2 year warranty I contacted Hisense Customer Support several weeks ago it took me all day long to get someone on the phone the fridge is defective and the freezer is not working properly and I was told I that a repair tech would contact me within 48 hours since then I have numerous messages asking for the receipt and date of purchase I upload and send only to get more messages saying they need more info at this point. I have no freezer and the food I did have had to be thrown out I am very disappointed with this product and would like a replacement or repair and to replace the food I had to throw out. I paid cash for this over 1000 and they can't send anyone to even look at it I contacted ****** and they tried to call with no luck case # is H3848290 service number is *********** Please help me I can't afford a new refrigerator

  

  Business Response

  Date: 07/24/2025

  Good afternoon,

  Hisense USA regrets to hear about the issues the customer is experiencing with their freezer, and we sincerely apologize for the lack of communication regarding service updates.
  
  Upon review of the customers case, we found that a new service case was created due to the serial number being entered incorrectly. The updated case, H3854539, indicates that COMPLETE TECHNICAL APPLNC RPR completed a successful service visit with the customer on July 23rd. The technician reported: Freezer drawer not closing tight. Upper freezer tray not positioned right, keeping door from sealing. Adjusted drawer, removed ice. Freezer drawer now closing and sealing properly.
  
  If this report is inaccurate or the issue persists, we kindly ask the customer to contact ********************** Customer Support to schedule a follow-up service appointment. If the service was indeed successful, we will consider this matter resolved.
  
  Kind regards, Hisense USA Customer Support

• Initial Complaint

  Date:07/22/2025

  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.

  I bought a 100' TV in October of 2024 through best buy (bought extended warranty etc) In May the TV got a black line across the top, then about a week later vertical lines and no picture. I contacted Best Buy and they let me know that it was still under manufacturer warranty. I contacted Hisense and sent them an abundance of pictures, it took them over a month to finally get a repair man to the house and the TV just got progressively worse. The panel due to poor manufacturing has started to pull away from the TV. The technician came out and told me that I would get a code to get a new TV because it could not be repaired. When I contacted Hisense for this code to get it replaced they claimed that the screen is cracked- it is not cracked and I have all of the pictures to prove it, I also have confirmation from the tech that is not what they stated. Hisense is now refusing to replace the TV. Best Buy cannot do anything due to it still being under manufacturer warranty. I am stuck with a 100" TV that does not work and out ~$1800. I want my TV replaced as there is no physical damage done by anyone in the house and I have the pictures to prove it. You can see in the picture where the panel is starting to pull away from the TV, not from damage but from poor product. The TV got progressively worse as I waited a resolve from the company. This is absolutely unacceptable.

  

  Business Response

  Date: 07/25/2025

  Good afternoon,

  Thank you for bringing this matter to our attention. We sincerely regret the inconvenience and disappointment the customer has experienced with their ********************** television.
  
  Upon careful review of the case, including technician reports and submitted images, we must respectfully uphold the original assessment: the unit falls outside the scope of the manufacturers warranty. Our determination is based on the observed damage to the panel, which resulted in delamination and subsequent dispersion of the liquid crystal--an issue not covered under the warranty terms.
  
  We understand this outcome may not align with the customers expectations, and we truly empathize with their frustration. If the customer has an extended warranty through their retailer, we encourage them to reach out for potential options and further support.
  
  Hisense USA remains committed to delivering quality products and customer care. If there are any additional concerns, the customer can contact ********************** Customer Support at ************
  
  Warm regards, Hisense USA Customer Support

   

• Initial Complaint

  Date:07/19/2025

  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.

  Purchased a Hisense stove from Lowes in February 2025. The unit stopped working in June 2025 only 4 months after purchase. I have now been without a functioning stove for nearly a month, which has caused a major inconvenience to me and my family. Despite numerous calls and follow-ups, I continue to receive excuses from Hisense regarding unavailable parts, and no clear date for repair has been provided. Lowes refuses to accept a return or provide a resolution, instead redirecting me back to the manufacturer.I am requesting a full refund for the faulty Hisense stove or a complete replacement. After nearly a month without a stove and no resolution in sight, I believe this is a fair request. If that is not possible, I expect an immediate repair with confirmed parts and a scheduled technician.

  

  Business Response

  Date: 07/23/2025

  Good afternoon,

  Hisense USA sincerely apologizes for the inconvenience the customer has experienced due to delays in communication and service. We understand how frustrating this situation must be and appreciate the customer's patience.
  
  After reviewing the case, we can confirm that the assigned service provider, ***********************, has received the necessary parts to complete the repair as of July 21st. This matter has been escalated to our ************* Team for follow-up and confirmation of the service appointment.
  
  For direct scheduling assistance, the customer is welcome to contact ********************* 2 at ************ to discuss available service dates and times.
  
  Should the customer have any further concerns or need additional support, they may contact Hisense Customer Support at ************ and reference case number H3824925.
  
  Thank you for the opportunity to resolve this matter.
  
  Regards, Hisense USA Customer Support

• Initial Complaint

  Date:07/18/2025

  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.

  Transaction Date: June 21, 2025 Location/Store: ****************, **/Lowes Item: Hisense 5K portable air conditioner Problem: Broken clips/missing clips attachment hose (see picture)Contacted Hisense customer support and was promised a replacement part. Sent receipt and picture of damage to customer service email. No additional response from customer service and never received replacement part. Contacted customer service after two weeks and was promised a call back. Two weeks later no call back and still no replacement part.

  

  Business Response

  Date: 07/23/2025

  Good afternoon,

  Hisense USA sincerely apologizes for the inconvenience and delay surrounding the customers part order. We understand how frustrating this experience may be and truly appreciate the customer's continued patience.
  
  Upon reviewing the case, we can confirm that the order for the replacement parts was placed on July 3rd. We have reached out to our warehouse team for a status update and have been advised that the part is expected to arrive at our warehouse facility by August 4th.
  
  We recognize that this extended timeframe may not be acceptable for the customer. If the customer prefers not to wait, we kindly ask that they respond to this complaint and advise us of their decision. Should they choose not to wait, we will proceed with processing the unit under our Small Appliance Field Destroy program in accordance with our warranty policies.
  
  Thank you for allowing us the opportunity to address this matter. We remain committed to providing a resolution that best meets the customers needs.

• Initial Complaint

  Date:07/17/2025

  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.

  A new 36-inch refrigerator was purchased in December 2023 from **********. The warranty clearly states that there is a 2 year warranty from date of purchase. My fridge started having issues last month. I followed their troubleshooting steps and I believe there is an issue with the fan that blows air into the refrigerator compartment (based on observation - I'm not a repair tech). It's not working consistently, I contacted Hisense per their warranty insert from the purchase only to be told that I was out of the warranty phase because ********** is not an authorized dealer. I've bought a lot of things from ********** over the years and I've never had a warranty rejected because of where I purchased the item. I could understand if I purchased it at a ding/dent dealer or second hand, but this is directly from **********. As far as I know, Hisense doesn't even have any stores in ********. I believe this is just a way of not honoring the warranty. This is not an inexpensive item.

  

  Business Response

  Date: 07/23/2025

  Good afternoon,

  Hisense USA regrets to learn of the difficulties the customer is experiencing with their ********************** refrigerator. Please be advised that this matter has been escalated to our management team for further review, as ***** was the sole authorized retailer for this particular unit during December 2023.
  
  To proceed with warranty verification, we kindly request that the customer respond to this correspondence or contact Hisense Customer Support at ************. A valid proof of purchase or sales receipt for the unit will be required.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:07/15/2025

  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.

  I purchased a TV at *******. They wouldnt take it back because I didnt have the box so I called the retail person. I was trying to return it to them. They said they could not take it back. It only has lines through it. They said it was physically damaged somehow and I did not damage it. I turned it on and it headlines through it. So now I am out $238 because nobody wants to return it for some ridiculous reason or not.

  

  Business Response

  Date: 07/21/2025

  Good evening,

  On behalf of Hisense USA, we sincerely regret the customers dissatisfaction and apologize for any inconvenience this matter has caused. We understand how frustrating it can be to experience issues with a product, and we truly empathize with the customers concerns.
  
  After a careful evaluation of the images provided, our technical team has determined that the damage to the unit (located along the top and left side of the television) constitutes physical damage. As outlined in the manufacturers warranty terms presented at the time of purchase, physical damage is not covered under warranty.
  
  We understand that this outcome may be disappointing, and while we must respectfully uphold our warranty policy, please be assured that this decision was made in alignment with our commitment to a fair and transparent claims process.
  
  We truly value our customers and strive to provide the highest level of support possible. If the customer has any additional questions or would like further clarification, they are welcome to contact Hisense Customer Support at ************ and reference their case number H3848558.
  
  With sincere apologies, Hisense USA Customer Support

   

• Initial Complaint

  Date:07/15/2025

  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.

  I bought a $700 air conditioner from ***** in June of 2024 and the brand is Hisense. This unit is broken. It is getting major build of ice preventing the unit from working and causing a fire hazard. I reached out the Hisense and opened a warranty claim 2 weeks ago and submitted all the information requested and for a supervisor to call back. Here I am 2 weeks later in the middle of summer without an AC unit and $600 in the hole. They have yet to send a replacement unit, update the claim or send me a RA for me to go back to Lowes for a different unit

  

  Business Response

  Date: 07/21/2025

  Good evening,

  On behalf of Hisense USA, we sincerely apologize for the inconvenience caused by the delay in resolving this warranty claim. We truly regret any disruption this may have caused and appreciate the customers patience and understanding.
  
  We can confirm that a Return Authorization (**) for the customer's Window AC unit was initially processed for Lowes store #**** on July 17th. However, after notification from ***** that this location was not geographically suitable for the customer, we promptly re-issued the ** to a closer locationLowes store #****as of Sunday, July 20th.
  
  We kindly ask that the customer allow at least 48 hours for Lowes to update their system with the **. After this period, the customer may contact the store directly and provide Return Authorization #H3850020 to proceed with an exchange, refund, or store credit, subject to the stores policies.
  
  For any additional questions or concerns, the customer is welcome to contact ********************** Customer Support at ************, referencing case number H3850020.
  
  Sincerely, Hisense USA Customer Support

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23601821
  
  I am rejecting this response because: I originally asked for the return to be made at ****** but you sent it to a NY store, I had to call back and wasting more of my time and effort to get this changed. I want to be compensated for the money I had to pay for the original installation. Also as expressed numerous times I need a unit physically in hand before I remove this broken one otherwise I would have a giant hole in my wall I also need to pay someone to remove this damaged one and then yet again for the installation of the new unit
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 07/23/2025

  Good evening,

  On behalf of Hisense USA, we sincerely apologize for any inconvenience the customer has experienced stemming from this misunderstanding.
  

  Please be advised that once a Return Authorization has been successfully processed and forwarded to the retailer, the resolution is considered complete from Hisenses end. All subsequent arrangements for the exchangeincluding pickup and drop-off of the defective unit and the replacementare managed directly by the store.
  

  When contacting the retailer, we recommend the customer speak with either the RTM Clerk or a Manager. If an RTM Clerk is not available, a representative in the receiving department should be able to assist.

  Regards, Hisense USA Customer Support

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23601821
  
  I am rejecting this response because: I have also asked to speak with multiple managers and have been denied that during this entire process. This company is a straight up joke and would never recommend or buy another product from this woke a** company 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:07/14/2025

  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.

  I have been fighting since February 2024 to get a TV replaced that has been dead it will not turn on I went through steps countless of times I keep getting the runaround for not only hisense but also square trade in **************** neither one of those have done anything to help me repair my TV they have not sent a repair man theyhave not sent a replacement they have done nothing but ask questions and time and time again its a loop its a rip off I shouldve never this plan from **** Club because no one is honoring it Ive got the receipt Ive got the model number Ive given square trade the serial number nothing is being done to repair or replaced my TV this is gone on since February 2024 it is now July 225 and at TB is still broken

  

  Business Response

  Date: 07/21/2025

  Good afternoon,

  On behalf of Hisense USA, we sincerely apologize for the delay in responding to this complaint. We understand how important timely communication is, and we regret any inconvenience this may have caused.
  
  After a comprehensive review of our warranty claim records, we were unable to locate a case involving direct customer interaction beyond a virtual chat. Additionally, please note that Hisense does not maintain direct access to the Square Trade system referenced in the complaint. Our only reference at this time is the image submitted with the BBB documentation.
  
  To move forward with processing this warranty claim, we kindly request the customer provide an image of the model-serial number plate located on the back of the unit, along with confirmation of the physical address where the unit is located. This will allow us to verify the warranty status and arrange for a technician to service the product if eligible.
  
  Should there be any further questions or concerns, the customer is encouraged to contact ********************** Customer Support directly at ************ for assistance.
  
  Sincerely, Hisense USA Customer Support

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23599907
  
  I am rejecting this response because: I spent 4 hours on the phone with Hisense so that virtual comment is a lie.  At this point just send me back my money or replace my tv. I have cancer and wont make it past this year.  I JUST WANT TO RELAX AND WATCH TV 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/23/2025

  Good evening,

  Hisense USA apologizes for the inconvenience and understands the customer's frustration. However, we found no record of the phone conversation in our system, and no related case was created outside of the virtual interaction case.
  
  To proceed with warranty support, we require the requested information. Without it, were unable to fulfill the claim.
  
  Regards, Hisense USA Customer Support

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23599907
  
  I am rejecting this response because:
  They lie. Here is a screen shot of a 38 minute call. I have three more calls if you like me to post them.   I submitted the receipt.  I submitted the pictures I just want this fixed. It was melted from the inside 
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/25/2025

  Good evening,

  A member of our Tier 2 Support team attempted to contact the customer to assist in gathering the necessary information; however, the call was unable to connect and went to voicemail.
  
  To move forward with the warranty claim, we kindly ask that the customer reach out to ********************** Customer Support at ************ and provide the requested information.
  
  At this time, no further comments will be issued regarding this matter.
  
  Sincerely, Hisense USA Customer Support

• Initial Complaint

  Date:07/14/2025

  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.

  I am filing a complaint regarding the delay and lack of resolution regarding my Hisense dehumidifier claim. My dehumidifier (Model HD3524, purchased on 6-17-2024) was deemed unrepairable, and I was told that I would receive a replacement unit (Case #H3763617). Despite multiple attempts to get a status of my case, I have been asked several time to present the same information that was previously submitted. Each time I speak with a rep, there seems to be some additional information that is needed. I should have been informed during the first conversation as to what information would be needed. Asking for a prompt replacement unit during these hot, humid months. Thank you for your prompt attention. C. A. ******

  

  Business Response

  Date: 07/21/2025

  Good afternoon,

  On behalf of Hisense USA, we would like to extend our sincerest apologies for the delay in our response. We deeply regret the repeated requests and lack of communication experienced by the customer, and we fully acknowledge the frustration this has caused.
  
  Following a thorough review of the case referenced in the complaint, we have confirmed that the updated case number is H3844302. As of July 15th, the customers field destroy has been successfully processed for a replacement. Notification of this update was provided via email on July 16th, and delivery of the replacement unit is currently estimated within 710 business days from that date.
  
  We genuinely appreciate the customers patience and understanding throughout this process. If there are any further concerns or questions, we encourage the customer to contact ********************** Customer Support at ************, referencing case number H3844302 for prompt assistance.
  
  Respectfully, Hisense USA Customer Support

  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,
  
  C ******