ComplaintsforLomi

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to express my deep frustration and disappointment with the Lomi units I have received. This is the third defective unit Ive encountered, with the most recent being the second warranty replacement provided by ****. Unfortunately, the unit stopped functioning within less than a week of use and now fails to power on despite being tested in multiple outlets.Given the repeated issues and my diminished confidence in the products reliability, I am no longer interested in pursuing another replacement. Instead, I respectfully request a full refund of my original purchase price.

  Business response

  13/08/2024

  Good afternoon,

  As requested by the customer, a new unit was provided. A replacement for the customer was sent as well as a pre-paid shipping label for the unit that was not working. 

   

  Thank you,

  Customer response

  19/08/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a Lomi composter. Despite several e-mails sent to the company they continued to bill me for product I did not need or want. I have notified them by e-mail that I now longer owned or used the Lomi product but I continue to be charged for unwanted product. Attempts to contact them by phone is impossible as they don't accept phone calls. #**.92

  Business response

  17/06/2024

  Good morning, 

  I have attached our correspondence with the customer, regarding their subscription. All customers who have purchased from our website have the ability to cancel or modify their membership at anytime by logging in to (or registering first then logging in to) their lomi.com account.

   

  We have requested that the customer contact us from the original email used at the time of purchase because our team is required to verify their purchase information prior to cancellation. Because the customer had never replied to our attempts to confirm that their purchase info (and the information that was provided didn't match our records), we could not proceed.

   

  Thank you,

  Customer response

  20/06/2024

   
  Complaint: 21796272
  
  I am rejecting this response because: I do not have the original e-mail but I have provided them with the e-mail the prosuct was ordered with and the purchase date and order number
  
  Sincerely,
  
  *****************

• Initial Complaint

  17/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have bought 2 Lomi's from this company and both have broken down on me without any refund or return options. The first Lomi I bought was serial #*********** and received it 7/20/2022. Within a couple months a part needed replacing (the bucket) so they sent me that replacement part. Unfortunately the Lomi broke again. I couldn't get a refund so I bought ANOTHER ONE. The second Lomi was bought 11/14/2022 and by 4/25/2023 it broke again, same part needed replacing, they sent over the bucket again as per warranty. By 2/18/2024 I emailed customer support AGAIN because it broke once more. at this point I hoped to get a whole new Lomi replacement or preferably, a refund. I have been unable to contact anyone about any of the two. it is impossible to reach a person. As more time passes I keep getting further and further from my warranty date. I don't know what else to do.

• Initial Complaint

  28/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi,I purchased a Lomi from their Black Friday sale for $250 (or something close to that).They didn't state anywhere that they were talking about USD, so I expected to be charged in CDN.I contacted them shortly after to tell them that I had to return it. I have been through months of ridiculous replies from people who clearly have not read the email I sent originally. Every time I sent a message, I received a message talking about how busy they were and that I should all 5-7 business days to hear back. One representative said "let me ask my boss and get back to you". They never did.They continue to bill me for charcoal.I fully understand being busy. I fully understand mistakes in business. I don't understand how they didn't make it clear that the purchase price was in a FOREIGN CURRENCY.I also don't understand how they can say (on Feb 19th) that I have missed the return deadline when they didn't give me an address to return the machine to.I called the number they give in their "we need more time" auto response, and I am just shocked. There is a recording saying "There is nobody here to take your call. Please call back later.", then it disconnects.I have email communication to submit, but it's email and I can't submit it to your system.

• Initial Complaint

  13/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the Lomi composter via their initial start up money raiser via indiegogo. The product lasted about 6 months and then broke. They replaced the item, and then an awful smell came off it, Ive gotten three replacement machines and each one seems to be worse as well as work for an even shorter amount of time. The most recent fix they sent was a fan replacement, I replaced the fan and filters and the first run it already smelled terrible. I reached out asking to return the item for some kind of refund and after a month heard back and they ignored my request and told me I could submit a warranty, I asked again. And they apologized that I didnt like the product but I couldnt return it, the issue is not my liking of the product, when it was working I really enjoyed the product. The issue is they have failed to send me a properly working product and now want me to eat the cost of a faulty product. I went onto ****** to leave a review for future people and saw this was a much bigger issue for many others as well, and not just myself.

• Initial Complaint

  11/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered 3 Lomi Smart Composters for myself and family. I decided to return them (within my rights). I sent back all 3. I received a refund ($409.32 x 2) for two of them. Trackings are below: I was told by a Chase Rep that there was proof of movement I show that below. The last tracking: (******************) is marked as delayed as shown below. I tried to file a claim via virtual assistant and call them, but it was ineffective and put me in circles. I contacted Lomi with the situation and you have those conversations. I grow weary in trying to find countless solutions. Please. I need help. I have tried everything.

• Initial Complaint

  25/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the machine on 03/03/2023 with order number *********. It comes with a year warranty. The unit stopped working on early this month. I emailed the company no response, a week after I called spoke to ********* over the phone (after many days calling). I followed her instruction trying to fix the unit but it did not work. I then tried calling the customer service line at ************ for past 2 weeks. There was not anyone answered the phone. I email the company everyday but no responses so far. Please help me to resolve the issue. I just want my money back because I don't like their customer service.

  Business response

  06/02/2024

  Hi ******, 

   

  We currently do not have phone support available and apologize for that. However, we have responded to all of your email correspondence and are happy to help but we haven't heard back from you to be able to give you next steps. Please respond to our last email and we will get started on a warranty replacement for you.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered this product as a gift for Christmas. I paid full price for the item. However, upon receiving the order confirmation I noticed that Lomi added a "free" refill subscription. Upon my research I found that I am locked into a contract that I cannot get out of for a year. The refills cost $60 every 3 months. I reached out to their customer service department but my request was denied. I think it's unethical to trick customers into a mandatory subscription. This item was for the purpose of a gift so these refills are useless to me. I'd like some assistance in getting this matter resolved.

  Business response

  10/01/2024

  Hi there, 

   

  I'm so sorry if there was confusion during checkout when purchasing your Lomi as a gift. We do note on the product page and checkout page that there is a subscription attached to the unit if you chose the "Subscribe and Save" option, which you did, and those are attached here. 
  
  I understand that you did see the word free on your receipt, which is meant to say that your first shipment of pods and filters is free and also states it is billed at $60 quarterly there after. If you'd like to transfer this subscription to the giftee, we will be happy to help you with that. 

  Customer response

  10/01/2024

   
  Complaint: 21098043
  
  I am rejecting this response because: The wording is smaller than the rest of the details. Also says "free labels" but that wasn't included now that I see your screenshot that does not even prove it's my order. 

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

  Business response

  19/01/2024

  Hi there,

   

  Again, we are very sorry if the information was missed during checkout and on your reciept. We will take this feedback to our team and let them know so we can make this more clear in the future. 

   

  We appreciate your feedback. 

   

• Initial Complaint

  18/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Lomi in the spring of 2023 and the purchase was advertised as a special price that also included a 2 year subscription of filters. Nothing indicated that the 2 year subscription was locked in and mandatory. I have been attempting to cancel my subscription for several days and the lomi team is not responsive.

  Business response

  10/01/2024

  Hi ******,

  Thanks so much for reaching out. I'm very sorry if there was any confusion during the purchase process of Lomi. We go to great extents to ensure this is very clear for every customer. I've attached our product page where it does state that this does include a subscription for a minimum of 1 year billed at $60 every quarter. 
  
  We have had offers in the past that would have had the same messaging but for 2 years so it would depend on your time of purchase which subscription you are on.

  I hope this helps.

*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. ↩