Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Altec Lansing speaker that wouldn't charge. I called tech support and was sent a label to return the product and was told I would be issued a new speaker within 2 weeks. I called back a month later and was told the item was recieved and it's in processing to give it a few days. Still no speaker. I have called 3 other times to check on the status and I've been told the same story. Talked to a manager which stated the same thing and said he would expedite it. Still nothing after 3 months.

  Business Response

  Date: 05/23/2025

  We apologize for any delays.  There were some delays as we were short on inventory as the unit sent in to us was an older model.  We have sent out a current model via *** with a tracking number of 1Z0670430341994133 as covered by the product's warranty.  We apologize for any delays and appreciate our customer's patience.

  Customer Answer

  Date: 05/30/2025

  
  Complaint: 23364098
  
  I am rejecting this response because:
  After reviewing several other reviews via BBB and other sites it appears this company does not respond and keeps informing consumers to wait a few more days with every call. No action nor tracking is ever given unless a BBB complaint is filed. This company does not send the products until a threat is made which is ridiculous. After my complaint I finally recieved the speakers 3 months late.
  
  
  Regards,
  
  ******* *******

  Business Response

  Date: 06/05/2025

  Again, we apologize for delays with speaker shipment.  If there is anything further we can do to provide assistance, we will be happy to help.

• Initial Complaint

  Date:04/30/2025

  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.

  We purchased a 12V ride on vehicle for my child in August 2024, and it quit working in February 2025, which is under the 1 year warranty with the company. We did everything we were instructed by the company to do in order to receive a replacement, and were initially told we would have replacement within 2 weeks of them receiving the damaged vehicle (which they received March 14, 2024). It is now the end of April--much past the 2 week mark they promised, and whenever we call we get no answers on when we will receive the replacement. They just always say to give them a week and call back. It now seems like we just wasted the $149.78+tax, which is a splurge for us. We were just trying to get a nice birthday gift for our child. I even called their "corporate" number multiple times, but I just leave a message and no one ever calls me back. I never receive any information from them at all. Very disappointed.

  Business Response

  Date: 05/16/2025

  We apologize for any delays.  However, a new unit has been shipped and delivered via *** with a tracking number of 1ZC1D0790316620907.  We appreciate the patience.

• Initial Complaint

  Date:04/29/2025

  Type:Order 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 camera from Polaroid, that claimed to be waterproof. I used the product, correctly, the first time in just feet of water and the product was not waterproof. I reached out to Polaroid, and they put me in contact with Sakar. Sakar has since been sending emails claiming that they will replace it and they will send me a shipping label to return the product. But the email never comes. I have asked 6 times. To no avail.

  Business Response

  Date: 05/23/2025

  Typically shipping labels are emailed directly to customers through ***.  Our records show a label was generated with a tracking number of 1Z0670430397958185 , perhaps it was sent to a bulk or junk folder.  Anyway, we  apologize for any issues and have proceeded to send a replacement anyway.  It was sent via *** with a tracking number of 1Z0670430341999727. 

• Initial Complaint

  Date:04/29/2025

  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 vivatar video camcorder at *******. It has a faulty battery that will not charge. I contacted the company for a replacement and was told a total 3 different times over 2 months it's ready to ship. Of course I never received anything l. Now I get no reply. This is truly foul business practices.

  Business Response

  Date: 05/23/2025

  We apologize for any delays, however we have had new batteries sent out via *** with a tracking number of 1Z0670430342218774,    We thank Mr. **** for his patience and courtesy.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with the lack of communication regarding the repair of my hoverboard, which I sent to your facility over a month ago.
  
  The hoverboard was shipped for repair, and I provided all necessary documentation, including proof of purchase and warranty details. Despite waiting patiently, I have not received any updates or communication about the repair status.
  
  This prolonged delay and lack of response are both frustrating and unacceptable. As a customer, I expect timely updates and a commitment to the service standards that your company advertises.
  
  Please provide me with a detailed update on the status of my hoverboard repair as soon as possible. If the repair process is delayed further, I request an explanation and an estimated timeline for its completion. Additionally, I would appreciate any assistance to expedite this process.
  
  Failure to address this matter promptly may lead me to explore alternative actions, including filing a formal complaint with relevant consumer protection agencies.
  
  I look forward to your immediate response.
  
  Sincerely,

• Initial Complaint

  Date:01/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/21/24 I purchased a Brookstone - hair trimmer from Marshall's in NY,NY. When attempting to charge the item, the charging cable included in the package did not work.
  On 11/25/24, I contacted Customer Care (Company: Vivitar) at *********** and requested a replacement cable. The representative stated, to give it a few days and a shipment would be sent to my address.
  By 12/20/24 no package had been received and I called the above number again to check the status. I was then told this claim is being reviewed and to give it a few more days.
  I called again on 12/12, 12/20, and 12/31 and provided with the same "give it a few more days" response. In addition to the call on the 31st I requested management's information and was provided 18006371090 opt 6700 (Company: Sakar); the representative stated this is the company that manufactures, prepares the shipments, and that package/claim is being managed through. I called the number, left a voicemail and to this date (1/13/24), I've yet to receive a call back.
  On 1/2/25 I called -1090 (Sakar) and again no one answered, so I left a voice message; no call back has been given as of today.
  On 1/3/25 I called -9541 (Vivitar) and was provided the same response as stated on all previous calls, however I was provided a shipment tracking number via UPS. I accessed UPS site, inputted the tracking and received a 'no details available' message.
  On 1/10/25, I called Vivitar and was provided the same response; I called Sakar - no answer; I then proceeded to call Brookstone ***********, they stated they licensed their name out to Sakar and it was nothing they can do to assist. Following, all the phone calls (on the same day) I emailed Sakar Support with my inquiry, in response provided the item "has been dispatched" and provided the same tracking number given on 1/3.
  As of today (1/13) the tracking number still does not work, no one has called me back, and most importantly-no package has been received. Requesting any assistance. Thank you

  Business Response

  Date: 01/23/2025

  We apologize for any delays.  A charging cable was sent to Mr. **** via UPS with a tracking number of *******************  It arrived on January 16.  A new unit has been sent as well, shipped via UPS with a tracking number of ******************.  It should arrive in the next 3-5 days.  We thank Mr. **** for his patience and courtesy.

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Hi, I purchased a video camera for my patio. It sits inside on my window ledge to video any foot traffic for my security. This unit worked fine until 5 1/2 months into it then it stopped. Upon searching for a fix I came across many complaints from other with the same issue. The app failed, It stopped working. I then contacted Vivitar to be told to contact Sakar. I have yet to receive any response or a fix so I kept asking for the return of my money I spent. They suggested to go back to the retailer but they would not as it is well beyond their return policy of 30 days. I sent multiple emails to multiple people made many calls and have yet to receive anything. I have the receipt of purchase and the camera in the box. I had to get new camera. I purchased this on February 14 of this year and paid $55.35 canadian. I hope I can get some help as I am getting nowhere with this company. I am not the only one as many have had issues with other products with same app. Thank you for any help you may be able to provide. I will provide emails if needed.

  Business Response

  Date: 10/23/2024

  We apologize that our support team was unable to help solve this issue.  It seems that for future use of this line of smart cameras, a new app can now be used which will continue to be updated for long term use.  
  
   
  
  For ios users the Tuya smart app can be used:
  
  *****************************************************
  
   
  
  For android users:
  
  *************************************************************************
  
   
  
  This app should fix any glitches and will be updated regularly for future use.  

  Customer Answer

  Date: 10/24/2024

  
  Complaint: 22449707
  
  I am rejecting this response because: The last email sent to Sakar was dated the 23thrd of August and at this time still no new app was available. I had also called the number in that email numerous times without one response from the company. July was when the app stopped working and it is when I asked for the return of my money shortly after as I needed a working camera, not once did the company ever answer me from then on after placing numerous calls. I purchased a new camera on September the 12th and even then they had no resolve with the app. The vivitar camera has a 1Year warranty. I had gone without a camera from July to Sept when the new one was installed. This is another reason for asking for my money back. The company did not respond to my emails or calls in a timely manner. 

  Thank you 

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

• Initial Complaint

  Date:10/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased some earbuds from a local pharmacy that is distributed by this company. When the earbuds didn’t work out of the package, I emailed the company and followed the instructions to get a return authorization number. Upon receiving the return authorization, I promptly mailed the defective earbuds back to the company, expecting to hear from them for a refund or a replacement of the earbuds. It has been well over a month now, and I have not heard anything from this company, received zero communications, Have called multiple times emailed multiple times and I’ve gotten no response at all whatsoever.

  Business Response

  Date: 10/23/2024

  Typically, when replacing an item under warranty, we have a new unit sent to a customer after receiving the original in the mail.  It seems that while the original unit was shipped to us, according to the tracking number,  (FedEx *************,  we never received the unit as it seems to be lost in their facility.

  As the unit was shipped to us in good faith, we will have a new one sent out despite it being lost in the mail.  A new unit will be shipped via UPS with a tracking number of ****************** in the next 3-5 business days.

  We thank Mr. ***** for alerting us to this issue and appreciate his courtesy.

  Customer Answer

  Date: 10/23/2024

  [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 response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  **** ***** ***

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my toddler a bluey scooter for her birthday. When we opened it, it looked like it was missing a clip where you attached the handle bars to the base. I contacted the company with no response. I finally got a response and provided pictures and was told I could mail the scooter in to be checked to see if the warranty would apply but to get a box, pack and pay too ship it would be more than the scooter. A clip wasn't an option so I was told I'd have to send the whole thing in. The time and cost seemed not worth it for a missing clip. As I pushed this my complaint was sent to another team who said it wasn't missing a clip. Imagine if I sent this in for nothing. It looks like it should have a clip based on the space for it. I was told contact customer service manager and left 2 messages and have not heard back. I'm frustrated with the time spent buying this, contacting about it and confusing design. It does not seem safe with a missing clip. The warranty was complicated for the cost of the scooter and I was given wrong information initially and a lot of time and hassle on a scooter that isn't being used. I have more images but somehow 3 hit the attachments limit.

  Business Response

  Date: 09/27/2024

  We apologize for any confusion.  It seems our support team did not understand what was meant by a missing clip, thinking a removable part of some sort was missing.  However, please note that the scooter is designed with one clip to secure the stem.  This is just how the unit was designed and it is tested for safety for riders under 75 pounds who adhere to any safety instructions described in the user manual.  By having one clip it is also possible to remove the stem for easy storage.  

  Just to confirm that this is the proper design of the scooter, we are sending another similar model over.  The same design is used in most of our current models.  The unit is being shipped via FedEx with a tracking number of *************  It should arrive shortly.

   

   

  Customer Answer

  Date: 09/30/2024

  [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 response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  I appreciate the explanation, reassurance and scooter. Thank you so much.
  
  Regards,
  
  
  ***** ****

• Initial Complaint

  Date:09/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep dissatisfaction and frustration with the Voyager hoverboard I purchased, which has proven to be a dangerous and unreliable product. Despite multiple attempts to resolve the issue, your company has failed to provide a satisfactory solution, and this has resulted in significant inconvenience and injury to my child.Since purchasing the hoverboard, I have experienced repeated issues with defective batteries. The hoverboard has been replaced three times, and yet each replacement has continued to malfunction. This is not only unacceptable but also poses a serious safety risk. My child recently suffered an injury due to the hoverboard's malfunctioning, which is both distressing and ************* has been over four months since these issues first arose, and despite numerous communications and replacements, the matter remains unresolved. I am extremely disappointed with the quality of the product and the lack of effective customer support in addressing these defects.I expect immediate action to rectify this situation. Specifically, I am requesting a full refund for the hoverboard, as it is clear that the product is defective and unfit for use. Additionally, I would appreciate an acknowledgment of the injury caused to my child and assurance that steps will be taken to prevent such incidents from occurring in the future.I look forward to your prompt response and a resolution to this matter within the next 10 business days. Should you fail to provide a satisfactory response, I will have no choice but to escalate this matter further, including seeking legal advice and reporting this issue to relevant consumer protection agencies.Thank you for your immediate attention to this serious issue.

  Business Response

  Date: 09/20/2024

  We are sorry that Mr. ***** had a bad experience with our product.  We apologize for any delays, as typically refunds are handled in the place of purchase.  However, we have had a refund check sent to him, sent via ***** with a tracking number of 73613731047.  We appreciate his patience and courtesy.