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:07/15/2025

  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 the power max pro vaccum in ******* about a month ago. Great vaccum Great product. Unfortunately it was my fault the filter broke so i scanned the ** code on the vacuum that said Scan ** for filter replacements. A 4 pack of filters came up and they had the same model #****. I ordered them but they were not the right ones, too small. However they did sent what i had ordered, the ** code on my vacuum brings up filters for the 75Watt vacuum. I have the 90Watt vacuum. Im the emailed recipient and delivery email it said to contact a noreply gmail. Strange but thats what it says. After emailing of course theres no reply So i go on the website and find and actual support email. Email them and they open a ticket, just an automated response however. So still nothing has been resolved and i dont even know if there is replacement filters out there for my exact model because i looked around their website. I did actually find the right ones but they must be glitched, i couldnt add them to cart or even view them. They were just at the bottom of the other filters under something like people also like:. Why did the ** code bring up the wrong filters? Why does their email say to contact a noreply email for support? I just want my filters. Exchanging the 75Watt filters for the 90Watt filters would be ideal but i have no problem paying.

  Business Response

  Date: 07/16/2025

  Hello ******,  I apologize for any confusion regarding the PowerMax Filters that come in two different sizes. This is due to the 90w Filters currently being out of stock.  We expect to have them available again next week at which time I will immediately send you the proper pack for your device.  The model number for the filters required for your 90w device is *****.  When we originally had to pull this item out of availability this caused overlapping with the barcode into the 75w Filter model which is still in access.  Again, our apologies for this confusion.  I will contact you directly through your open ticket with our customer support and I will keep you updated with tracking information of your proper replacement.  Thank you for your time and patience. I will be emailing shortly.

  ***** ******- Tzumi Customer Support

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried working with this company numerous times via email. Their response is very lackluster and disappointing and at this point insulting. I received wine fridge as a gift around Christmas, which I told them isnt working and theyre saying I need a receipt. The problem is when you get a gift, especially from my job. You dont get a receipt. Come to find out my company has purchased probably around 100 of these wine fridges and other employees are having these issues too. Im going to tell them never to purchase one again based off of the horrible customer service I am receiving. The fridge lasted for about four weeks and it just does not cool at all.Ive asked for a replacement. I sent a serial number and model number, and with the serial number, they could easily track that this is in #Warranty. They are just finding excuses not to do anything and have become nonresponsive on the email. I said I would have to go to BBB and they just dont care. I want a replacement sent out and if we can not have resolution here I will contact the attorney generals office of consumer affairs. After reading the reviews here in other places, it seems this particular wine fridge is a problem for many people which makes me wonder if there shouldvebeen a recall. This company is purposely selling products that they know does not work correctly. All Im asked for is a replacement. Thats the least they could do instead of having me go through all these hurdles when they are putting out products that dont work.

  Business Response

  Date: 05/13/2025

  Hello *******,  I see you have an open ticket with us where we previously discussed your damaged wine maker.  According to your provided information, I do not have proof of purchase which is required in order to confirm the item is within warranty.  Proof of purchase can be a gift receipt, order confirmation, or standard copy of receipt.  All that is needed is retailer where purchased, date, and item listed.  Proof of purchase refers to any form of evidence that can confirm the ownership of a product or service through a completed transaction.Typically, this evidence includes receipts, invoices, or order confirmations that detail the date of purchase, the items bought, and the amount paid. It's an essential component for returns, exchanges, warranty claims, or rebate offers, as it verifies that the item was indeed purchased and often indicates whether it's within the eligible period for such services. It serves as a safeguard for both consumers and retailers, ensuring transparency and authenticity in the buying process.

  The ability to return a gift item largely depends on the retailer or manufacturers return policy and whether the item was marked as a gift at the time of purchase. Generally, if an item was marked as a gift when purchased, the recipient may be able to return it by using a gift receipt or the order number from the packing slip. For instance, some retailers allow gift recipients to return items marked as gifts by entering an order number found on the packing slip or gift receipt into their *************** Without this designation or a gift receipt, the process can be more complicated, requiring the recipient to contact the gift giver for assistance. Retailers often have a specific timeframe within which returns must be made. It's important to check the specific return policy of the retailer from where the gift was purchased to understand the available options and any potential limitations. As the manufacturer, we offer a one*year warranty from the date of purchase.  In order to file a claim, proof of purchase date is required in the form of receipt or gift receipt.

  I will be sending an email with information regarding return of the item.  When the unit is returned to us and confirmed malfunction can not be repaired, we can have a replacement shipped.  Please respond with details to your open ticket. 

  ***** ***** * ***** ******** *******

  Customer Answer

  Date: 05/13/2025

  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:

  I received the email and my response was: Thank you for following up. While I understand the Warranty process, this was a gift, and when companies give out gifts you dont usually get a receipt. Especially if HR is doing the purchasing. Most of the time they are out of reach and secret Santa adds a whole new element to it. I appreciate you taking the return. I will be sending it back today and I look forward to actually having a working wine fridge, hopefully can be repaired or replaced.

  Once this is fixed or replaced then I will close it out as completed  

   

   

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

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

  Business Response

  Date: 05/23/2025

  Hello *******,   We've been watching your **** Tracking label to process the returned unit for testing, however, it appears to still be in the **** facility without movement after 7 days.  We have proceeded with ordering a replacement wine cooler which was ordered and shipped on 5/21.  The tracking information was emailed under your open ticket number. 

  Customer Answer

  Date: 05/29/2025

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

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the mini fridge from Old Time Pottery back in February; however we gave it to our son this past weekend for Easter. I tried registering it today, but I dont have a copy of the receipt since it was bought months ago. I do have the serial number ************* and the model number is ****. Its brand new, in the box. It will not power on with the power cord or adapter. We have tried multiple outlets and cars, it does nothing (and cool light does not come on).

  Business Response

  Date: 04/22/2025

  Please confirm, the fridge must be plugged in before switching the off button into the cool position. If you are finding this is not working with either AC or DC power cords, you may want to try another power outlet where it is the only item plugged in to see if this helps provide enough power.
  
  Unfortunately, we cant provide refunds as we are the manufacturer and the item was purchased from a retailer. Often with a retailer, if the item was purchased with a credit card, they can locate the receipt for you to do a return or refund.
  
  If you are able to get a receipt for proof of purchase, I would be happy to file a claim for a replacement to be shipped to you. If you arent able to get a receipt, you can ship the item to our customer support offices for repair or replacement.  Additional shipping information has been provided via email. 

  Customer Answer

  Date: 04/30/2025

  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:
  

  
  

  The offered resolution has not been provided.

  
  

   

  
  

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

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

  Business Response

  Date: 05/28/2025

  *******, thank you for bringing this to our attention.  It's reported the package was picked up from our warehouse by the delivery service and has since shown no movement appearing to be lost. We have put in an expedited overnight delivery order ******* that will be shopped today 5/28/25. I apologized for this delay and please contact us directly with any questions. 

  Customer Answer

  Date: 05/30/2025

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

• Initial Complaint

  Date:03/27/2025

  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 the Ionvac ZipVac (Model #****) from ******* on January 18, 2025, for $24.75. The unit came with a warranty and was expected to function properly as a floor vacuum. However, after only light use, the rubber squeegee strip located on the underside detachedfirst partially and then completely. As a result, the vacuum no longer effectively picks up floor debris, rendering it functionally compromised.On February 12, 2025, I submitted a warranty request to Tzumi Electronics with the purchase receipt and photos of the defect. A support ticket (Ticket #**********) was created. On February 17, I submitted the requested model and serial number.On March 14, ********************** Technical Support (******* *******) responded, stating that replacement rubber strips were out of stock and suggesting I either slide the strip back in or glue itsolutions that are not viable due to the strip being fully detached and unsecured.I replied on March 26, expressing that the proposed fix was unacceptable and requesting a refund. *** ******* responded again, stating that refunds must go through ******* (whose return window closed on February 18, 2025) and claimed the vacuum was not inoperable enough to warrant replacementa comment I found dismissive, as the vacuum clearly does not function as *********** this point, I am left with a defective product still under warranty and no valid path to resolution. The manufacturer has admitted they cannot repair it, yet refuses to offer a replacement or refund.I am requesting a full refund of $24.75 because the manufacturer has failed to honor the warranty or provide adequate support.

  Business Response

  Date: 03/28/2025

  
  We apologize for any misunderstanding.  We can repair your floor attachment for you if you like. You would just need to send it in to our support team and we will put the rubber attachment back in place.  However, it is suggested that you reapply the piece by pushing back into the holding slot as this would save the time and shipping that you might find unnecessary.  I will be happy to email photos and instructions to assist with re-applying if you like.  Glue was only suggested as extra adhesive if you feel this would be beneficial to your use.  The rubber strip is a small addition to the floor attachment of the 3-1 vacuum that helps with guiding smaller debris when vacuuming hard surfaces.  It is held in place by 5 plastic clasps so that if anything catches or begins to pull out of place, you can push back into the clasp and continue use.  I will email the details and I hope you find this helpful for continued use.  We can also repair for you if you prefer.  
  

  ***** ****** - Tzumi Customer Support

  
  

• Initial Complaint

  Date:03/18/2025

  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 received a new vacuum (Ionovac Fusion Clean Rose ***** on May 19, 2024. This was sent via ******'s Gift Program through my employer *********, *******, **. Since early February 2025, the battery is not charging, and the vacuum cannot be used. The product has a 1-year warranty. I called their customer service number several times since 2-26-25 but only got the recorder message asking me to use their CHAT. I tried that too on 3-17-25, but I only got an acknowledgement saying someone would contact me. I also sent an email ************************************ on 2-26-25. No response of any kind so far.

  Business Response

  Date: 03/21/2025

  We apologize for the long delay in response to your Fusion Clean battery issue.  We have waiting on delayed replacement stock of these batteries and I am sorry this was not communicated to you sooner.  Please check your open ticket as I will personally contact you with additional information needed so we can have this taken care of for you immediately.  

  Customer Answer

  Date: 03/24/2025

  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:

  I finally received an email response from the company on 3-21-25. I have replied to them giving my shipping address. Let's see if they actually ship the battery. I will let you know once I actually receive it!

  Thanks for BBB's help. I think they responded (after one month) ONLY because they heard from BBB!

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

  ***** ********* *******
  ***** ******* ***** *** **** ***** **
  *** ********************************
  ******** *** ******* *** ********** * ****** ****** ******* ***********
  
  ****** ****
  
  * ********* *** *** **** ***** ** ********* * ********** *** **** ** ******* * *********** ****** ***** ******* *** * *** **** ***** ********* ** ***** *** *** ****** ******* *** ******* ******** ******** * **** **** **** **** ******** ** ****
  
  *****
  ***** ****** 

   

   

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

  
  
  
  
  
  
   
  

  Customer Answer

  Date: 04/02/2025

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

• Initial Complaint

  Date:03/02/2025

  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 1/16/25, I contacted ********************************** via email, since their phone number does not work. (That should have been my first clue of a problem.) Having purchased Tzumis ************ Max hand vacuum from ********** in October, I wanted to purchase ***lacement filters because the original ones had become dirty through usage. (The vacuum itself works fine.) For some Godforsaken reason, the type of ***lacement filters needed was not listed anywhere in the manual! I provided all of the information requested by Tzumi, who then emailed me on 1/20/25 with a link to the appropriate filter for your device. I used this link and ordered these filters directly from Tzumi for $26.76 on 1/23/25 via ******. I received the filters in a timely manner, but they did not fit. On 2/1/25, I emailed the same *** to let him know. I said The filters that you recommended (#****) recently arrived from Tzumi, and they do not fit my vacuum. The new filters are 2.5 " wide and my old filter is almost 3" wide. The new one has an empty circle around the perimeter, whereas the old one is flush. I have attached a photo of the 2 filters so that you can see the differences. I am so frustrated! How do I exchange these for ones that will work in my vac, which is only 3 months old? I received an email back from the same *** saying that he would look into it and get back to me right away. I heard nothing back from Tzumi in spite of 2 follow-up emails that I sent to the ***. After 1.5 months of this, I am out $26.76 for the wrong filters, and I cannot use my vacuum without receiving the correct filters. I agree with other filers that this company seems to be a scam.**** *****

  Business Response

  Date: 03/03/2025

  Hello ****,  I apologize as there seems to be a large amount of confusion in regard to your replacement filters.  To help clarify, I would like to explain that the PowerMax handheld vacuum model 8819 was created in two different factories and thus had two slightly different filters compatible with the different *********** (90W or 75W) which is listed on the back of the vacuum. I understand you originally purchased model 8900 and found the filters were incorrect so you had the other version 9574 sent.  Normally this would clear up any confusion and between the two options you would have the correct filter for your vacuum.  It is with this continued issue that we are now unsure exactly what version of PowerMax or Power Wattage to confirm correct size. I must presume you possibly received one box of filters containing the wrong size.  I have refunded the items purchased from Tzumi to your ****** account directly.  Any further available information is being emailed.  We apologize for any mix*up and confusion this has caused with your device. 

   

  Best, ***** * Tzumi Customer Support

  Customer Answer

  Date: 03/04/2025

  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:

  I still cannot use my vacuum because - as you said - neither the 8900 filters nor the 9574 filters fit. (That is why I asked for an exchange rather than a refund.) I bought this vacuum in October and need to be able to use it again after 2.5  months of seeking a basic answer from Tzumi.

  Per your query, the *********** on my vacuum is Max.90 W.  Please send me the info. on the correct filters as soon as possible, and once again I strongly suggest that this information be included in the instruction manual so that others don't have to go through all of this.   

  **** *****

  
  
  
  
   
  

  Customer Answer

  Date: 06/29/2025

  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 ********, 

  
  

  I'm sorry to bother you, but on 6/1, I received a notice from BBB that my complaint was closed again!  Per the letter below from the vendor (Tzumi), they say that they are still waiting to receive the correct filters from a company outside the ********** Although the Tzumi *** seems sincere, I am afraid that the company will not follow through without BBB on my side.

  
  

  Please advise, and thank you for all of your help!

  
  

  Sincerely, 

  
  

  **** *****
  

  
  ** ********* *** *** **** ** ******** ** **** ********* ******* ********************************************************** ******
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  *** **** ****** *** **** **** **** ***** ********* *** * *** ******* **** **** *** ******* *** ******* **** **** ************ *** *** ******* ** *** ******* ****** **** ** ** ******* **** *** ********** ***** **** ************* **** ***** ****** ** ******** **** *** ** ** **** **** ** **** **** **** ** ** ***** ***** * **** ***** ** ** ******** *********** **** ********* ** **** * *** **** *** **** *********** **** ** *** ******
  
  * ** ******* ** *** ** **** *** ** **** *** ***** ******* ** *** ** **** ** *********
  
  *****
  
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  ***** ******
  
   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 06/30/2025

  Hello ****,  I just received an update from our shipper that the filters (which have already been created) are expected to be delivered in the next two weeks.  I have personally requested to be be updated by our warehouse when they arrive as I have a special order request already submitted for you. I want to make sure I can update you with tracking information as soon as they are on the way. We apologize for the long delay this entire process has taken but we are staying on top of getting the right item to you as soon as possible.   Best, ***** * Tzumi Customer Support

• Initial Complaint

  Date:02/19/2025

  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.

  On 10/31/24 I purchased a Tzumi Convertible Heater from Dollar General for $16.00. I still have receipt.On 12/9/24 the heater started smoking & burnt out.On 12/10/24 I contacted Tzumi of this & they requested I mail the heater to *** ****** ****** from Tzumi.On 01/30/25 *** ****** ****** emailed me & said the refund has been approved & they would refund it to my ****** ********** of today I still havent received my ******** ** ***** is not answering any of my requested emails. I tried calling but the phone is not being answered & live chat line is also down.

  Customer Answer

  Date: 03/01/2025

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

• Initial Complaint

  Date:02/10/2025

  Type:Customer Service 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 the adjustable dumbbells for my son as a birthday gift in *************. Recently, the weights (both dumbbells) will drop the weight plates. They simply won't lock in properly. The product is still under the 1 year warranty that Tzumi offers and I sent an email asking for the handlebars to be replaced. I reached out to Tzumi on January 25 and heard back from them promptly, asking for model and serial numbers, which I provided on January 25. I have not heard anything back since. I have sent two additional messages asking for follow up to my warranty and have heard nothing back.

  Business Response

  Date: 02/25/2025

  Our sincere apologies for the delay in supplying replacement handles for your Smartbells.  They are now available and have been shipped to the address previously provided in your open ticket.   You will receive updates on your order confirmation as well as shipping tracking information provided directly to your email.  Please reply directly with any questions or further requests.  

   

• Initial Complaint

  Date:01/29/2025

  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.

  It would appear that this complaint with Tzumi is a common one. I purchased a set of dumbbells from ******* on 7/10/24. 5 months later, one of the discs were falling off when picking them up. Obviously this is very dangerous especially if it were to happen while exercising. I emailed them as it was part of the one year warranty and I did not get a response outside of their automatic reply. I then followed up with a few more emails over the course of a month with zero reply. This is very frustrating and it seems that they only respond when a complaint is filed with the BBB, so here I am. If this does not work, I will have to appeal to my credit card company. I cannot recommend using them even if their prices are very good.

  Business Response

  Date: 04/01/2025

  We apologize for the delay in our response. Thank you for chatting in today, as it allows us to identify the issue causing the difficulties with your weight plate and provide the necessary troubleshooting or replacement assistance. Please reply directly to your ticket, where you are now connected with your dedicated customer support representative, who will ensure your Smartbells are functioning properly.
  

• Initial Complaint

  Date:01/22/2025

  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 a face mask from this brand via ****** in November of 2024. By December of 2024 the product was broken and only partially lighting up. I sent a request in to customer service on 12/28/24 and got an automated response asking for my product information and was told customer service would be in touch ****. As of 1/20/25 I have yet to receive any contact despite following up.

  Business Response

  Date: 04/01/2025

  We apologize for the inconvenience of a second damaged mask.  We have sent an email with instructions for how we can send a new replacement.  For a refund request, you would need to contact the retailer directly. Please respond directly to your ticket with any further questions.