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:05/09/2023

  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.

  I bought a lookee oxygen/heart rate ring from amazon I bought the ring on December 15,of 2022,initially id had some issues I requested a refund, from Amazon The issues seemed to correct themselves, so i decided to keep ring,Now i am having an issue with the display of the screen on the ring I contacted Amazon They were no help I found the email address for lookee I have emailed them with no response I cannot find a phone number for this company

  Business Response

  Date: 05/10/2023

  Thank you for your message and we are here to help. First, this is something we cant really refund mainly because this is handled by Amazon and they are the ones who are only authorized to refund this in their own policy. That is technically beyond our control. We dont have access to this transaction.... Another factor why this can't be refunded is because it is way beyond the allowable time for refund which is only 30 days.and this unit has been in your possesion for about half a year now.
  
  Second, We can only help by honoring the warranty that you get from your device. You are basically entitled to a 1 year warranty. We can replace this for you and that is not a problem.
  
  Third, I am not sure why it was mentioned that there was no response in your email because we responded to your email and as a matter of fact you also replied to the questions we asked so that we can help you. Please note that we do respond within 24 hours but sure thing that if the message was sent within the office hours then definitely you will get a reply on the same day.
  
  Lastly, our phone number is listed always under the electronic signature in our replies. But just to make sure here is our phone number (Phone Support: ************** (7AM-4PM, PST, Mon. Fri.)

  Customer Answer

  Date: 05/10/2023

  Now, they are trying to charge me  29 ** dollar for sending me a repacement oxygen saturation monitor ring

   Complaint: 20038001
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 05/11/2023

  I have screenshotted a 
  Email from these guys at lookee
  They are trying to charge me $29 **, to replacement my oxygen saturation ring
  I read their email, my interpretation is that i also have to pay for shipping to ship the defective ring to them, and then when its received at their fullfillment center, only then will they send replacement
  Thats not acceptable 
  

  
  

  Business Response

  Date: 05/12/2023

  Thank you for your message and we understand where you are coming from. Actually this is a policy which you will see in our site. Here is the link
  
  ****************************************************************************;
  
  "5. RMA Shipping Policy for 1-Year Warranty:
  
  We offer one year manufacturer warranty for all LOOKEE products. Please contact our support team at ********************************** for RMA. Please do not return your device without the authorization or else it will be rejected. There is a processing and shipping fee that *** apply to some products to cover the special repacking, insurance shipment of the replacement as well as the expedited shipping. You will also be given a specific address where to return your device. The exchange or replacement can only be authorized when the return is received by our RMA warehouse. You will also be responsible for paying for your own shipping costs for returning your item to LOOKEE TECH. We recommend shipping your product with a courier who provides tracking and insurance options. LOOKEE TECH is not liable for lost or stolen packages."
  
  But in our last message to you which I think you *** have overlooked, we informed you that we will request to cover this because you are a loyal customer of ********************. I'll post the attachement in case you wanted to see it from here. Just to confirm are ok with this offer please let ** know so I can help arrange this for you. Thanks

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20038001
  
  I am rejecting this response because:why are they trying to make me pay for shipping for the new ring monitor, and the return of the defective ring monitor, and only then when they receive the old ring monitor, will they ship the new one, i have stage 4 copd, and i have already gone 2 weeks with nothing to monitor my oxygen saturation levels

  This is really a safety concern
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/25/2023

  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 bought a Lookee ring sleep oxygen monitor on 6/19/22. I registered it for a year functional warranty on 8/18/22. It seemed to go below the 90 range a bit, but not all too often, so I figured it was me/my levels, until I went to an urgent care for an unrelated issue in January 2023. I was wearing the monitor and it registered in the low 90s. Their monitor said like 98 or 99 percent oxygen. This allerted me something must be wrong. I do have small fingers and have to wear this ring on my thumb, and it has stretched out. So I figured it was connecting wrong. Since February I've emailed Lookee three times (at the same email reply as my registration confirmation) without a response. on March 20, 2023, I did get a voice mail from ***** (no last name) left on my voice mail that they've been emailing me back and to check spam. But I did, and nothing. Also, if they are replying to my gmail thread, gmail keeps them all together and you can see that there is no reply in between the attached thread. ***** from Lookee said to call him back and it would be under warranty. Screen shot of that visual voice mail is attached. However, he didn't leave a direct number, leaving me to call their toll free number. I did. I left a message and never did get another call or reply. I'm hoping to have someone call me to replace this unit.

  Business Response

  Date: 04/26/2023

  Hi *****,

  We are glad that you posted a picture of your email that you are receiving from **. And the reason why you are not seeing our replies is because your are not looking at the right conversation thread which is just at the top of the thread your are looking at. The subject will normally have RE at the heading which means "a reply to that message" I will post a picture in here as well so you can see it. At the same time we will call you to assess further on what is happening so we can help and even replace the device if need be. No worries we will surely help you.
  
  Our phone is also seen in our responses under the signatures. But here it is as *************** Support: ************** (7AM-4PM, PST, Mon. Fri.)
  
  Please see the attached document here in this reply.
  
  Cheers,
  
  LOOKEETECH

   

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19982524
  
  I am rejecting this response because:

   

  You missed the point, which is that I'm not getting  "any" emails on this issue from you. They are not in my spam and not in any gmail searches (they are one of the best email platforms for searching emails). So, it doesn't matter that it would start with RE as those are nonexisting on my end. Also, I have been calling the number, as I mentioned in my complaint. I have left voicemails with no return calls.  I have called twice since the visual voicemail with nobody replying. 

   

  Your response is unacceptable. I was told I would get a replacement and have that in visual voicemail writing. Yet, I've been unable to get ahold of anyone to do so. It appears you are skirting the issue, and I would like someone to contact ME at ************ to discuss the steps to get a replacement. Telling me to call the customer service number is not a valid response, as that is all I have been doing since February... contacting you. 

   

  Karen 

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

  Business Response

  Date: 05/09/2023

  We understand where you are coming but we would once again reiterate our eagerness and best intentions to help you. I posted an attachment before in here to show you here where you can read all of our replies. The attachment shows in red circle where the replies are. You just need to open it. it is there and we saw it from the attachment you posted here however the conversation thread is unopen. We agree that gmail is one the best platform in terms of emails and this is why we are seeing the conversation thread. you just need to click it to open it.
  
  Regarding the voicemail we checked our list of voicemails and we didnt hear the call you made...Also we tried calling you a number of times but for some reason this google assistant that you use is not even letting us leave a voicemail. When we try to call you, this google assistant answers and just says "Sorry they cant answer the call now. Thanks bye" and just hangs the phone which is very unusual.
  
  We have been thinking on how we can get in touch with you so we can resolve this issue as soon as possible. My idea is to send a new email out of the the conversation thread and put in Caps Lock the subject just to catch your attention so you can see it and open it. Then all of our replies will be in this format. I guess in this way you will be able see and to open it.

  Customer Answer

  Date: 05/11/2023

   
  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 if they reach back out to me via a new email string. 

  Thank you for the photo of the email (I didn't see it attached last time). When I searched gmail for the exact verbiage, I did see it. I do think it's best, however, to start a new email string to resolve. That's a great idea. 

  Also, sorry to hear about the trouble with my Pixel phone; it's a service that is a great help, but all toll free numbers register as spam. If you let me know what the number is again, I'll enter that into my contact list so hopefully it will ring for me! 

  I've uploaded two photos and a video here. Hopefully that is what you needed. 

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