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:07/28/2025

  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 dehumidifier under a year ago and it has a two year warranty. Upon trying to return this item with Hisense, I was told that I would be given a refund since the item malfunctioned. Instead the company tried multiple times to mislead that I would get a refund. They did the bait and switch and only offer to exchange to the dehumidifier without notifying me. When I asked for a phone call back I was never given a phone call back. Every time I called they had a different story to give me. They never notified me and was only me contacting them. I explained to them that I had to buy new dehumidifier and could not wait a weeks to a month because mold would grow in the room. I needed a refund -and was promised that.

  

  Business Response

  Date: 08/01/2025

  Good afternoon,

  Hisense USA sincerely apologizes for any confusion or inconvenience caused regarding the customer's warranty claim. We recognize the importance of clear and timely communication and regret any frustration this situation may have caused.
  
  Following a thorough review of the case by our management team, the customer has been approved for a refund. As the replacement unit was successfully delivered via ***** on July 31st, we respectfully ask that the customer use the previously provided shipping label to return the replacement unit so the refund process can be completed.
  
  If the customer no longer has the original label, we kindly request that they contact Hisense Customer Support at ************ to have a new return label promptly issued and sent.
  
  We greatly appreciate the customer's patience and understanding, and we remain committed to ensuring a satisfactory resolution.

  Customer Answer

  Date: 08/02/2025

  I want to say that this is  the exact response that will keep me as a customer. No situation is perfect and I appreciate the company addressing  this issue. I will contact the company for further instructions about the refund and steps to return the item to the company.  Thank you 

• Initial Complaint

  Date:07/25/2025

  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.

  On May 4th I purchased a Hisense TV from Best Buy in the amount of $1,925.99.Model# ***U76N Order# BBY01-807057011151

  

  Business Response

  Date: 07/29/2025

  Good afternoon,

  Hisense USA sincerely apologizes for the delay in service and the lack of communication regarding updates to the customer's warranty claim. Upon review of the case, we can confirm that the assigned service provider, ************ processed the necessary part in their system on July 28th. According to our records, the customer's service appointment has been scheduled for Wednesday, July 30th, between 9:00 AM and 12:00 PM local time.
  
  Should there be any further questions or concerns related to the appointment, the customer may contact the technician directly at **************.
  
  Sincerely, Hisense USA Customer Support

• 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:07/21/2025

  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.

  We bought our Hisense refrigerator on 5/27/25. It worked well for the first three weeks but that is when I noticed food was spoiling quicker than usual. We put a thermometer in the unit and it read 60 degrees despite being on 36. Our Versatemp drawer also was freezing everything we put in it no matter what temp it was set at. I called on 6/24 and a tech didn't come to my house until 6/27. The entire wiring in the back of the fridge was covered with ice and the tech defrosted but noted that the fan was working fine. On 7/07/25 I called customer service again for the same issues and they sent a tech to my house on 7/14 and replaced "the fan motor with an issue of frost build up" despite noting on 6/27 that the fan was working as it should. The tech told us that the fan would not fix our issue and in his 15 years of working on refrigerators he has never seen anything like this. I had to call again today (7/21) for the same issue yet again. I was told that they would be sending a tech and that if he says the unit is beyond repair they will either issue us a refund or replace the unit. We have three small children under 5, so this has been a very huge inconvenience for us, and we've had to throw out hundreds of dollars worth of food due to it spoiling. The customer service is beyond ridiculous to deal with and it is impossible to get ahold of the techs with the number they've given us. At this point I would like a refund so I am able to buy a refrigerator that will actually work. I do not recommend buying from this brand.

  

  Business Response

  Date: 07/23/2025

  Good afternoon,

  Hisense USA sincerely apologizes for the continued issues the customer has experienced with their refrigerator. We fully recognize the inconvenience and frustration this situation may have caused and are committed to resolving it promptly.
  
  Following a review of case number H3861246, we can confirm that a request for a Return Authorization to the original retailer has been submitted in our system. We kindly ask the customer to allow 24 to 48 hours for this escalation to be reviewed. Once the review is complete, they will receive a notification via email or text outlining the next steps.
  
  Should the customer have any further questions or concerns, they are welcome to contact Hisense Customer Support at ************ and reference the case number provided above.
  
  We appreciate the opportunity to address this matter and extend our sincere apologies once again.
  
  Regards, Hisense USA Customer Support

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23629898
  
  I am rejecting this response because:
    I was notified on 7/23/25 that it would take ***** hours to process my RA for my unit. I still did not receive notice of it on 7/25/25 and when I called I was told it would not be done processing until "maybe" 7/28/25 and then it would take an additional 48 hours for Lowes to process it. This is unacceptable. The "supervisor" I spoke with told me that she was going to hang-up on me when I said it was not my fault that they promise a return time and cannot meet it. I have now been without a working fridge for about a month and a half when we have only had this unit for less than two months. It has now been over 48 hours and I am still without my RA and who knows if I will truly get it because when I look up my Incident Status it says that new parts are on order. 
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/25/2025

  Good afternoon,

  Thank you for your continued communication. The customers case has been thoroughly reviewed, and as previously advised, the Return Authorization (**) request was initiated on July 23rd. As of July 25th, the ** has been forwarded to ****** store #**** for further processing.
  

  For reference, please find below the communication that was sent to the customer via text message.

  "To our valued customer, thank you for contacting ********************** Customer Support. This is to advise that we are unavailable to complete the repairs on your unit. As a result of this we have issued a Return Authorization to ****** store# ****. Once we send the Return Authorization (**) to ******, please be aware that they require a minimum of 48 business hours to process the **. After this period has elapsed, you may want to reach out to the ****** store directly. During your call, provide them with your ** number and inquire about the next steps for your return. Typically, ****** will issue you a store credit once the ** has been processed, which will enable you to purchase a new unit or make other eligible purchases in the store. ****** should also be able to assist you with the transporting of this defective unit and replacement delivery.

  Please Note: The ** is valid for 30 days; we deeply regret this inconvenience.

  Return-Authorization # H3861246

  Please Note: When you contact the store speak with either the RTM Clerk or a Manager. If the store does not have a RTM Clerk anyone in the receiving department will be able to assist you."

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23629898
  
  I am rejecting this response because:
  

  Lowes came to pick-up our broken refrigerator and are stating that Hisense never sent them a copy of our RA so they are refusing to issue us a refund. 

   

   

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 08/01/2025

  Good afternoon,

  As of today, Hisense Customer Support has sent the ** documentation to the manager of Lowes store #**** at ******************************** Additionally, the customer has been notified of this update via text message from our support team.
  
  From Hisense's standpoint, this matter is now considered resolved. We kindly advise the customer to work directly with ***** for further assistance regarding their return.
  
  Sincerely, Hisense USA Customer Support

  Customer Answer

  Date: 08/04/2025

   
  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. After calling with the manager of the Lowes store on the phone they were finally sent the RA. 
  
  Sincerely,
  
  **** *****

• 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