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HiZoo

This business is NOT BBB Accredited.

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Complaints

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

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HiZoo has 2 locations, listed below.

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    • HiZoo

      46 Stafford St, Suite 2911 Lawrence, MA 01841

    • HiZoo

      210 Totten Pond Rd Waltham, MA 02451-7514

    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 16 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/19/2025

      Type:Product 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.
      Im filing this complaint in hopes of obtaining a refund or exchange for a defective massager I purchased for approximately $200.The product is a complete failure and does not work as advertised. After multiple attempts to troubleshoot and use it, it became clear that the item was defective. To make matters worse, the customer service is entirely AI-based, meaning you cannot reach a live person for support, troubleshooting, or processing returns. I attempted to return or exchange the product, but my efforts were blocked at every step with automated responses and no resolution.This is extremely frustrating and feels like a deceptive business practice. I paid a significant amount of money for a product that is essentially useless, and the company has provided no avenue for customer recourse. There is no accountability, no refund, and no replacement.I am requesting the BBBs assistance in securing either a full refund or a functional replacement for this item. I have documentation of the purchase and attempted contact if needed.Thank you for your time and support.

      Customer Answer

      Date: 08/30/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the businesss response regarding complaint #******** and find that it satisfactorily addresses my concerns. The company has shipped a replacement device, which is currently in transit. I will verify its functionality upon receipt.

      I understand that by accepting the businesss response, my complaint will be closed as resolved. Thank you for your assistanceyour mediation prompted the company to respond and provide a replacement.


      Regards,
      ******* *******

    • Initial Complaint

      Date:08/11/2025

      Type:Sales and Advertising 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.
      Purchase of HiZoo neck massager. Purchase on 7/14/25 Paid $149.98 Business to provide me with HiZoo neck massager. I have tried to on SO many occasions to contact Customer. Service. Yet unable to speak to ANYONE. ADVERTISING FALSE. I have just receive this purchase and find that it does not work properly. I have been trying to contact so I may return and get refunded with NO SUCCESS. they deliberately do to make any effort to resolve this issue. At this point I just want my money refunded.

      Customer Answer

      Date: 08/25/2025

      I have not heard from the business in response to my complaint. I have continued to reach out by emails, phone, unable to leave messages, never get a return call. It has been 5 weeks attempting this issue. 

    • Initial Complaint

      Date:08/10/2025

      Type:Service or Repair 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 order the neck massager it was defective e I contacted HIZOO I returned the item they have never refunded me its ****** I purchased through AFFIRM they have not been able to get my money back they now ignore I don't have the product I need help they won't refund im paying for something I don't have

    • Initial Complaint

      Date:08/04/2025

      Type:Product 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 HiZoo massager from HiZoo therapy company on May 12 2025, It took over 2 weeks to receive it. We where out of town when it came. When I tried it, it did not work. I tried to return it and the company said it had to be returned by June 19. I reached out and explained it did not work. I did as they asked and sent videos of the product not working and they said to send it back, send the tracking number, and once their team looks at it, they will send refund. I Still have not received ********** tracking number that was sent to them: 1z01116f0364971878 HiZoo order number: Order #HZ257681 I believe I have been communicating with AI. I have tried calling the two phone numbers on website and both say Mailbox is full: ************* AND *************. Address listed is: ******************************* suite 2911, ***********. After googling I found that **** *** is the director, but I can't find her anywhere. I have reached out repeatedly for status on refund and they either ignore or say the staff will reach out after they look at the product. I sent it back on July 8 and HiZoo acknowledged they received product. Please help. Thank you.

    • Initial Complaint

      Date:07/24/2025

      Type:Sales and Advertising 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 had a very disappointing experience with the Hizoo massager, which I believe is a total scam. The company behind it, *****************************, provided a product that feels cheap and poorly made, featuring plastic components without any padding between the plastic and the fabric.I returned the massager and confirmed via tracking that it was received by them on July 7, 2025. Unfortunately, their customer service is unresponsive; they seem to rely on automated bots for email communication, and their voicemail is always full.Despite returning the product, I have yet to receive my refund. I strongly advise against purchasing from them.

    • Initial Complaint

      Date:07/21/2025

      Type:Service or Repair 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.
      Hizoo is a scam they have charged me for a product and they have continuously failed to ship it and refuse to refund me. I have sent 20 emails back and forth trying to get help and still cant get through to a person. They owe me money back and refuse to respond. I am filing a fraud charge as well.

    • Initial Complaint

      Date:07/20/2025

      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.
      Date of transaction 7/6/25 for over $200. I reached out to support since Wednesday due to my order being delivered and no where to be found. No one has provided help. ***** is the same person emailing me from a ***** ******* email account. I have called the phone number listed on the website. Unable to speak to someone. It goes straight to voicemail and the mailbox is full . Then recently I received an email asking how my AI experience was .someone on their Instagram account is repeating exactly what is being told to me via email

    • Initial Complaint

      Date:07/17/2025

      Type:Customer Service 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 have been reaching out since early June when the machine began to malfunction. The company uses AI support responses, and leave requests in a unaddressed state despite a 30 return policy.Eventually when I threatened to report to the BBB, they escalated the original exchange to support as a refund request. I received a return shipping label on July 16th, but the deadline to return was July 15th. Today I received a message saying my return request has expired and I should resubmit the request.There's something very suspicious with this company, and I do not believe I will get my refund even if I successfully return the malfunctioning device.

    • Initial Complaint

      Date:07/17/2025

      Type:Product 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 a $200 neck massager w/a 100% return guarantee. I did not receive the product for TWO months, which was past the Birthday for which it was intended. AFTER 27 e-mails and returning the product back to their address requested and PAYING for both product and shipping, THREE months have passed and I realize they have no intention of refunding me. I'm now $228 in, and they have both my money and the product to re-sell. 100% TOTAL SCAM, beware customers, please!*** I have record of every e-mail, tracking #, etc..

      Customer Answer

      Date: 07/27/2025

      I have not heard from the business in response to my complaint.

      please please, keep trying them!

      ***

    • Initial Complaint

      Date:07/11/2025

      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.
      On April 27, I placed an order with the company his zoo for a product advertised online. They advertised 7 to 10 business day delivery. May **************************************************************************** product not yet received. I received a response thatstated they would follow up May 21. I asked for my order to be canceled and refunded. The response was that I had to wait three days May 24. I followed up and asked again for my order to be canceled and refundedand they stated that they couldnt because the product had shipped. The tracking provided showed the product had not shipped yet however they refused to refund order. I received the product and due to my dissatisfaction through the experience and with the product I chose to do the return I attempted to initiate the return online andreceived a message that I was not able to as the product was in my possession over 30 days which was not accurate. I emailed the on June 4 with screenshots showing this they eventually provided me with an address to send my return and refused to pay for shipping on the return. I paid almost $48 to the product back to them. I have sent several emails to date confirmation on tracking that I provided to them shows that the product is in theirpossession at the address provided, and they have still not issued my refund. they emailed confirmation that they received the product and each time Ive emailed for a refund update. They keep saying weve escalated your concern. This is clearly scammers and I am looking to get my money back.

      Customer Answer

      Date: 07/22/2025

      I have not heard from the business in response to my complaint. I have attached email correspondence and original order. I'm not certain I captured all, but have the majority attached. These emails support my claim filed.

    HiZoo is NOT a BBB Accredited Business.

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