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:12/07/2023

  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.

  Everything I ordered except one item has been a problem. The first scooter I bought is okay and I have no complaints. Now Iam waiting on a refund which has taken well over a week to process on one item and another that I canceled totaling 2799$ that they will not respond to. Also the other two scooters one valued at 999$ and another at 1359$ do not even work ! I would like my refunds in full and to ship the other scooters back for a refund as well . And finally the refund of the onyx that was cancelled that they refuse to answer to in the amount of 2799$

  

  Business Response

  Date: 12/07/2023

  Hi ****,

  You have had 2 requests with us. 

  For the first one, the Onyx CTY2 Electric Motorbike, you placed it on 11/9, we shipped it on 11/15 and it has been waiting for you to pick it up since 11/17. Today is 12/7. You reached out to us on 11/25 saying you want to cancel, but as we explained we can not cancel on order in transit.

  The second one was about your Smartravel Electric Bike ST201F 1200W. You reached out on 11/27 asking for a cancelation. We once again explained to you that orders in transit are not cancellable. After it was delivered, we sent you a return label and got it back at the warehouse on 12/4 for inspection. We then issued your refund on 12/7 after it was inspected. 

  Finally, we want to point out that flooding us with emails is not the solution, it is not helpful at all and it only creates more confusion. As you can see with the timeline above, we are doing things right and quickly. 

  Best,

  The Wellbots Team

• Initial Complaint

  Date:12/06/2023

  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.

  Okay this is the second time I've had to talk this out to you. When I go to upload a picture it says low memory on your side and it will not go through so I cannot give you a picture of the receipt. I ordered a generator from these people on Black Friday they assured me it was in stock. I called him back 4 days later went ahead not shipped and it showed me it would be shipped out within a week of the order date. After that time it passed I get an email stating that they're out of stock and I have to wait 2 weeks. This is totally unacceptable I need it for my business and I told them that and to call me which they never did. I called them back Friday December 1st talk to the supervisor at first we cannot find a generator that was comparable and I told them to refund me which they said they would do. Obviously they did not want to refund me because he called me back and told me that they found it comparable generator and that it would ship out by Monday the 4th of December for free same as the original generator. I get a email today on the 5th of December stating that they can't ship it out for free and want to charge me almost $200. It is not worth that at all and it was agreed upon to be free same as the original one now they're going back on their word this company is so scandalous please help me with this. I cannot get a deal like this more than likely now because Black Friday I got an exceptional deal wish I could have got from other places but they all had a two week wait. I might chose this company because they said it would ship out immediately they obviously lie to people to get their money and tell them anything. Please help me with this.

  

  Business Response

  Date: 12/06/2023

  Hello ******, 

  I am sorry you feel this way.

  We shipped packages in the order in which we receive the orders. It turns out when the stock levels yours was backordered. We let you know on Thursday 11/30. We talked over the phone and as we wanted to make it up to you, we upgraded you for free to the next cheapest battery that would fit your need, which represented a $130 off a $899 item. We told you that we would made 0% margin on this order, but that we were not selling at loss, so we asked you to take in charge the shipping cost, which you refused this morning (12/6). Thus, we are currently processing your refund. 

  All the best, 

  The Wellbots Team

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   These people and this response shows how little they care. They state that they tried to replace my BATTERY. IT'S A GENERATOR. they didn't even look or read anything obviously. They costed me over $200 from when i had to rent a generator and from the amount i had to pay to get what i wanted after this sale, and i still haven't gotten my refund! They also stated they tried to replace the item,they did offer something but then they took it back when they tried to change me 200 for shipping when it was agreed it would be free . So no they made no attempt just deception. It was also 2 days after the generator was supposed to ship, that they waited to tell me they took back they're offer and wanted an additional $200 for the shipping! 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:12/06/2023

  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 Oct 27 2023, I ordered a set of ****** Pixel Buds for ****** from ************* The order number is ******. On Nov 15th I asked to return the earbuds and I was told that I could but that there would be a 15% restocking fee. I agreed to it and returned the earbuds around Nov 17th. On Dec 4, I get an email from Wellbots (the customer support tech is ****) telling me that they received my return but that it is missing an earbud. This is a complete lie, I thoroughly cleaned the earbuds before returning them both. I was then told that they would not issue a refund and that they could return to me the one earbud if I wanted. I told them to keep the earbud as I don't have use for just one. So basically, I don't have my refund or my earbuds.

  

  Business Response

  Date: 12/07/2023

  Hello ******,

  I do confirm that our warehouses have only one earbud in your return - as shown on the picture. Do you really think it would be in Wellbots.com's interest to scam our customers on $120 orders (for which we cover shipping out and back) at the cost of our reputation? Furthermore, we deal with hundreds of pixel buds returns - if we were to do so it would be widely known. As mentioned in our email, we have even offered to cover the shipping costs of the product back to you (on top of the initial free shipping costs & the return costs).
  
  I hope you will understand.
  
  Best,

  The customer support team

  Customer Answer

  Date: 12/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi customer support team,

  Do you think it would be in my interest to send you only one earbud knowing that I won't get a refund that way? I sent you both earbuds. Sending me a picture of the case open with one earbud in it shows me nothing. How do I know that those are the earbuds I sent? How do I know that you didn't take the earbud out and then took the picture? If you had a video of an employee opening the box I sent and the video shows him opening the case and only one earbud is in there, then that would be proof that I only sent one. But I didn't!!! I cleaned the buds before shipping, placed them both in the case and sent them your way. Maybe the employee who opened my case happened to need an earbud so he took it out and then said that I only sent one. Again, it makes NO sense for me to send just one earbud. Do the right thing and refund my $119. That is the right thing to do. 

  ******

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  

  Business Response

  Date: 12/14/2023

  Hi ******,

  We are sorry about this. We did only receive 1 earbud at the warehouse, our employees don't have any interest in keeping only one. However, we have now issued the refund as expected (with a 15% restocking fee that you agreed to). Let us know if you need anything else. 

  Best, 

  The Wellbots Team

• Initial Complaint

  Date:08/22/2023

  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 placed an order for a phone and promptly received a confirmation email and saw the money (400ish dollars) leave my account very quickly.The confirmation email said I'd receive a second email when the phone was shipped.I waited 20 days for that email, and got several emails telling me that they'd hurry up.The email never came, and instead I got an email saying that the phone I ordered was discontinued.I asked for a full refund, and they said they'd send it within a few hours.That was yesterday.When I FIRST STARTED LOOKING for a new phone, my situation was fairly desperate and I needed a new phone urgently due to work scheduling issues and battery life problems.Wellbots screwed me, plain and simple, and I'm still waiting for my money back.I have to be careful with what I say, because the emotions that this has caused me are VERY difficult to process.Since ordering the phone, I've had my current phone barely clinging to life so that I can continue holding down a job, and wellbots is still just sitting around with my money as of the time of writing.I don't know if it's illegal, but it's definitely wrong.

  

  Business Response

  Date: 08/23/2023

  Hi there,
  

  We are sorry that you did not enjoy your experience at Wellbots, and your feedback helps us to improve our service. As far as your order is concerned, we have always done our best to keep you informed of the status of your order. We immediately offered you an alternative when we learned that your product was out of stock. You finally asked for a refund, and we cancelled your order. This refund may take a little time, since as you know,money transfers are very secure.
  We'll take your comments into account even though we have always been responsive to your request.
  

  Kind regards,
  The Wellbots Team

• Initial Complaint

  Date:08/08/2023

  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.

  May30,2023 I ordered EcoFlowA/C and Battery cost $1588.I got battery in3 days and A/C 7days later.I tested immediately found out the battery was defective ,reported to Wellbots *** which took them7days to get the return label.They promised to send the new one ASAP but took them 10days to have the battery back,I called EcoFlow *** which got the answer nothing they can do because the company had sold to Wellbots but they can give me warranty of rebuild unit. I decided to return all units in28 days because I paid for new products and all the trouble I got.Wellbots sent refund notification on 7/26/23deducted$ 261but my bank account never showed.I called 2times .No response.

  

  Business Response

  Date: 08/23/2023

  Hi, 

  We managed your request as quickly as we could and you have been refunded for some time now. We applied the 15% fee because your product was working fine when we received it, so it felt in the "buyer's remorse" category.

  All the best, 

  The Wellbots Team

• Initial Complaint

  Date:05/17/2023

  Type:Delivery 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.

  Placed an order Sunday may 14th at ****pm. Sent an email to cancel my order within 40minutes on may 15th 1230am to cancel order# *****. Did not get a reply until about 10:20am on may 15th saying they will contact the warehouse to make sure item has not shipped and cancellation can begin. Its been three days and I have no update. Am I to understand that within 40 minutes of my order that the warehouse was able to package my item and create a label and ship? Not to mention that its the third day now and there is no other emails from wellbots. No emails about anything. I know it has not been shipped since I have no emails with shipment. Reading other complaints about cancellations, it seems they wait it out and still ship the item to you. I dont understand this business logic. I sent a cancellation email within 40 minutes. Your customer representative said they will try to contact the warehouse to cancel after 10 hours. No email confirming that it was cancelled or anything else. Why even try to ship an item if the customer is trying to cancel before item gets shipped ? Please cancel my order *****.

  Customer Answer

  Date: 05/18/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/15/2023

  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 recently bought a cyc bike motor from wellbots. It took them 2 weeks to fess up the product was not in stock. They then tried to sell me a $30 value upgrade for $150. They keep only reading the 1st email in a chain of correspondence. I assume they get a lot of complaints. I am waiting on a product or preferably at this point a refund.

  Customer Answer

  Date: 06/03/2023

  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 and the matter has been resolved. They shipped me a desired upgrade at no additional cost. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:04/19/2023

  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 purchased a Emoped from Wellbots 2/14/23. 1st one took 2 wks & arrived damaged & I couldnt take delivery. So I never got. 2nd one took another couple of ********************* brake not working/ tires low, & battery wasnt working & left me stranded! I had to walk 7 miles in dark to bring it home! This cost $***** ! They said they would replace & sent 3rd one which came with a flat tire/ neither key fob working, scratched & batteries not working either! Ive been contacting them for a week w/ o ******************* I am requesting. They only have one lady that answers ********** have exchanged 55 emails. I want them to pick this up & refund my money. I cant repackage a 167pd scooter & the fact they didnt even test any of these ************ received both w/ many issues is unacceptable. Its been over 2 ********** still dont have a working moped & just want my refund. I lvm , emails & no one is responding . Worst customer ************** are sending these things out putting ** in danger not testing these e- mopeds for rode. I should not be fixing a flat to start with, changing batteries in the **** & taking them to mechanic. They cost *****! Everything should work perfectly & safely when unboxed.

  Customer Answer

  Date: 05/13/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Wellbots has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/04/2023

  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 bought 2 Ecoflow Delta Pro extended batteries under the order #***** which were delivered to me on 2/20/2023.Mar 10, 2023: Asked for the return after the counter offer I still want to return the order #*****, which as I sent the pictures in the prior email still in the original shipping boxes, never open. I called and talked to the agent from the support line ************* the lady told me that if if not open, I just need to pay the shipping fees to ship it back.Correct me if I am wrong.Mar 13, 2023: Received return instruction Please check the attached return label, please it to send out within 7 days (We will not arrange refund which send out after one week).As for the non-quality return, we will process the |refund within 2 business days and charge a one-way shipping fee after the return is back to our warehouse.Mar 24, 2023 We are waiting for the support team to confirm they received the packages and that they are in good condition, as soon as they update us we will let you know. As for the non-quality return, we will process the refund within 2 business days and charge a one-way shipping fee after the return is back to our warehouse.Apr 3, 2023 Our support team confirmed that they received your packages, and we got confirmation for your warranty cancelation request.As for the non-quality return, we will process the refund and charge the restocking fee, please allow 2/3 business days for the refund to appear to your original payment method.$5,342.00- $801.3 (15% restocking fee)=$4,540.93

  

  Business Response

  Date: 04/07/2023

  Dear customer,

  We sincerely apologize for the confusion regarding the application of the 15% restocking fee on your returned package. After further investigation by our support team, we determined that the packages required further inspection to determine whether the restocking fee should be applied or not.

  We have now confirmed that the packages were indeed unopened and factory sealed, which means that the restocking fee should not have been applied in your case. We understand how frustrating this experience must have been for you, and we want to assure you that this was not intentional. We take full responsibility for any inconvenience caused by this error.

  We have refunded you the full amount of $801.3 on your original method of payment. Please allow 2-3 business days for the refund to appear in your account. Once again, please accept our sincere apologies for any inconvenience caused. We have taken measures to ensure that this does not happen again in the future. Thank you for giving us the opportunity to serve you, and we hope to have the chance to make things right for you in the future.
  

  If you have any further concerns or questions, please do not hesitate to reach out to our customer support team (*********************************************************.

  
  All the best,

  The Wellbots team
  
  
  
  

  Customer Answer

  Date: 04/07/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******