ComplaintsforCostway

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Costway Superfit **** HP 2-in-1 Folding Walking Pad Treadmill January 2023. Can only work with remote and the remote no longer works. Contacted customer service twice for assistance and was told they do not sell replacement parts. No offered warranty or other resolution.

  Business response

  02/12/2024

  Hi
  We have contacted customer by email, but customer never provide us order number or order information, 
  Once customer provide us order number, we will solve the problem asap.
  Please help us close the case.
  Thank you
  *****

  Customer response

  02/13/2024

   I am rejecting this response because:
  
  Ive given them a model number and they are refusing to assist, stating they can only help with an order number. Every email they send says the same thing, no assistance. 
  

  Model # SP37514GN

  Business response

  02/17/2024

  Hi
  We are unable to locate the order by model.
  We have sent several emails to the customer inquiring about the order number and store name, but the customer has never provided us with order information. We really want to help the customer, but the customer is not cooperating.
  If the product is purchased from our company, the customer can provide proof that the product belongs to us. If there is an outer box, customer can provide the tracking number on the outer box. Once we locate the order, we will assist the customer in resolving the issue.
  Please help us close the case.
  Thank you.
  Grace

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My dehumidifier stopped working. The setting do not work. I unplugged and plugged it back in againit did no good it just wont work. I got on the chat on costway site but that wasnt at all helpful. I was taken to a repair site showing me how to take it apart. I am a 77 year old women. Im not taking anything apart . I have tried to contact costway but cant get anyone to care.

  Business response

  01/25/2024

  Hi
  We have contacted customer about the issue by email, but we do not receive reply from customer, customer can check his email or spam email.
  Once we get reply from customer, we will solve problem asap.
  Could you pls help us close the case?
  Thank you 
  Grace. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for "12V ************* Ride On Car with Remote Control" on December 10, order #********* as a Christmas gift for my daughter. I had no issues with placing the order or shipping. The product arrived on time and assembly was simple. However, the ****** pins sent with the order were too small, leading them to slide out and the wheels continually falling off. I went to the store and purchased new pins to correct the issue, which I was fine with. However, because of the incorrect pins, the wheel falling off damaged the wiring connecting the back wheels. Now, the car will not drive. My daughter was able to use the car for a total of 9 days before it became completely undriveable. I contacted customer support via live chat. The woman I spoke with, ********, was unhelpful and said someone would contact me in a few days to "see if they could fix it." She would not provide me with direct contact information for anyone to assist. When I asked to be contacted by a supervisor or someone in that department immediately, she would not assist and abruptly ended the chat. Seeing as I ordered the product less than a month ago, and it has only been out of the box for ten days, the company could have easily corrected this by sending a replacement part.I am completely disgusted by this company's lack of customer support and response. I looked for contact information for anyone in a leadership role at this company but could not find anything online. After further digging, I found many websites with negative reviews of Costway. However, the company deleted the negative reviews on its website, blatantly lying to customers about the quality of its products.

  Business response

  01/07/2024

  Hi
  We can send the customer a new replacement part (Gear box) to replace that broken part to help the customer fix the problem, and the shipping time may take around **** business days after confirmation. 
  We will send part once we get the reply from customer.
  Could you pls help us close the case?
  Thank you.
  *****

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased portable ac on May 22 2023. Not working properly. I have multiple sclerosis and I need this ac for health reasons. Company states there is only a three month warranty. Not fair

  Business response

  01/09/2024

  Hi
  In order to help customer to solve the problem, we have contacted customer and said: We can issue the full money $289.99 to you for the issue without returning the item. But we do not receive reply from customer.
  We will refund money to customer once get customer's confirmation.
  Could you pls help us close the case?
  Thank you
  *****

  Customer response

  01/10/2024

   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.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed order # ********* on 11/28 on costway.com for a ********************************************************** the amount of $500.17.Upon receipt of the unit I had it professionally installed by an HVAC contractor. The unit blows out ice cold air on the heat setting. I contacted Costway on 12/15 and received email correspondence 12/16 with a basic troubleshooting step to leave the unit on for 10 minutes and allow it to heat up. We had informed them on 12/15 that the unit had been running for over 30 minutes and the air was still cold. We asked to be contacted by someone from technical support for direct troubleshooting, as waiting 48 hours between every single troubleshooting message is not feasible and the steps they were sending were not helpful. We were informed that is not possible because Costway does not actually manufacture this product (which is not disclosed on their website or in the description) and we could not speak to someone from technical support. They continued to give pointless troubleshooting steps (making sure there is no dust or frost on the units - we checked nonetheless and there was no dust or frost on either unit - they sent us this same step twice).We requested a refund from Costway and informed them we needed a return shipping label - they sold us a product for which they are unable to provide adequate support. They then asked to send us a new outdoor unit. Our HVAC technician informed us there is no evidence a new outdoor unit will remedy the problem and the unit we were sent was poorly built and likely has leaks in both the indoor and outdoor units.Costway support continues to talk in circles and defer blame for this issue. We clearly requested a refund due to the item they sent being poorly built and defective and asked them to send a return label if they would like us to return the product and have received neither.

  Business response

  12/24/2023

  Hi
  We have full refunded for the item, and there is no need to return the item to us.
  Pls help us close the case.
  Thank you 
  *****

  Customer response

  12/27/2023

   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.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The purchase on this treadmill was done on April 5, 2022.The amount of the purchase inclusive of tax was $248.75.This was purchased based on some positive reviews on the Costway site; i.e. ************************************************************************************************************************************************************************************************************************************************************************************************************************************** This was primarily purchased for my father's stroke therapy. It is to support for his rehabilitation mobility.It wasn't until last month when we noticed the treadmill being unsafe and unstable for my father to continue using this equipment. He or others can severely get injured. It was jerking i.e. making the user to lose balance.I reached out to tech support at ************** on 11/20/23 to explain what was happening with the treadmill. The Support Agent took the details and submitted it to their back operations to be handled. I received an email on 11/21/23 detailing steps to follow to adjust the belt. I followed patiently and repeated the steps, but still to no avail. I followed up on 11/29/23 and explained there was no difference and fear that this is unsafe and not usable. I even thought that there may have been quality issues, and this was a lemon. I was hoping for a replacement, but warranty expired on April 5, 2023. They advised for me to take a video and see what was happening. They've sent the video to the manufacturer and advised that was possibly related to a motor damage. This treadmill was lightly used and already defective in only 20 months! My dad uses it in very slow speeds at most 1.0 mile per hour. Please see video here:************************************************************* I've replied back to escalate this to management to have a new and safe replacement. I will report this to BBB and may also reach out to counsel.

  Business response

  12/04/2023

  Hi
  The customer placed an order in 2022-04-04, which has exceeded the warranty period. If the customer still wants the product, we can provide a $50 coupon and the customer can purchase a new product.
  Please help us close the case.
  Thank you
  Grace

  Customer response

  12/06/2023

   I am rejecting this response because:

  This is not acceptable. Costway delivered a lemon product and lacked customer satisfaction. There was a manufacturer defect; i.e. treadmill motor and should be addressed with a complete and new replacement that is safe and effective regardless of the warranty. There is quality assurances and regulation that companies abide by with regards to consumer products.

  Moreover average treadmill life is **** years! Please see some links. Costway's not up to par with this standard for this product.

  How Many Years Does A Treadmill Last? (7 to 12 Years) - treadmill.run

  How Long do Treadmills Last? Heres The Lifespan To Expect From Your Treadmill - Runner's Goal (runnersgoal.com)

  This product broke with minimal use within 2 years. This is purposed only as stated for my father's stroke therapy; i.e. 1 mph.

  Clearly this is a lemon product and asking Costway to be fair, forthright and consideration in this matter. Thank you.

   

   

   

  
  

  Business response

  12/15/2023

  Hi
  The order placed in 2022-04-04, which has exceeded the warranty period 
  Please help us close the case.
  Thank you
  Grace

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a costway deep fryer less than a year ago. The deep fryer caught on fire (inside the unit) and melted from the inside and broke. Their website says 12 month warranty but they said they cant do anything. When I contacted costway they told me to contact bed bath and beyond. Bed bath and beyond told me to contact costway and then costway offered me 10% discount to rebuy the item. It literally melted from the inside and could have caused a fire inside my house. Thank goodness I noticed it smoking and was able to turn it off before it worsened. I want my money back or a replacement for free. There is nothing I could have done about the inside wiring that malfunctioned.

  Business response

  12/01/2023

  Hi, 

  We have full refunded for the item, customer does not need to return item.

  Pls help us close the case.

  Thank you

  Grace

  Customer response

  12/01/2023

   I am rejecting this response because: They are lying and should be ashamed. No one asked me for a receipt, order number or how it was purchased. I have attached pictures showing the first purchase (which paypal would show as refunded), my recent paypal history, and searched costway and overstock (which is where the refund would have came from). They endangered my life, sent me a faulty product, lied about their 12 month warranty - which is on their website, and now they are lying to the BBB. I am shocked at the blatant disregard for the truth and they should be ashamed of their business practices. 
  
  
  

  Business response

  12/04/2023

  Hi
  The customer placed an order of ********* from Overstock in  2022-12-18, and we have issued a full refund without the need for a return. The customer can check his account again.
  If the customer still has not received the refund, he can contact Overstock at **************************.  Phone #**************  for the details.
  Please help us close the case.
  Thank you
  *****

  Customer response

  12/05/2023

   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. The refund was sent the day after I submitted my rejection 

• Initial Complaint

  11/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Got the Costway Membership on Black Friday because they advertise 15% off with a combinable $40 off first purchase coupon. I signed up for membership so I could use these coupons together for Black Friday on an item that was selling out fast. After getting membership they only give me my 15% off coupon. So I reach out trying to get my other coupon and in that time the only item I want sells out. So basically they scammed me into buying a membership for nothing. **************** *****. I have been hung up on during a 21 min conversation, e-mails ignored, and told that I couldnt wait for supervisor over the phone. I keep getting the run around and told to wait another 24 hours.

  Business response

  11/30/2023

  Hi

  Members who scan the QR code for free will only get a 15% discount. We did not write that there will be $40 off together.
  Hope your understand.

  Grace

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Costway regarding Order #*********. I am deeply dissatisfied with the product I purchased, and despite my attempts to resolve the issue with the vendor, the problem persists.I have encountered significant issues with the quality and functionality of the item. The chair, as described in the product listing, was expected to be stable and noise-free. However, I regret to inform you that the chair exhibits a noticeable shaking motion and emits disturbing noises when in use. I contacted Costway's customer service department to address the matter. I provided detailed information about the problem, including photographs and a clear description of the defects. However, despite my efforts to communicate the urgency of the situation, I have yet to receive a satisfactory resolution.My attempts to reach out to Costway have been met with delays, unhelpful responses, and a lack of commitment to resolving the issue. I am deeply disappointed by the company's apparent disregard for customer satisfaction and the quality of their products.What exacerbates the situation is the lack of information on how to contact the manufacturer directly. Costway has not provided any assistance or guidance in this matter, leaving me with no means to escalate the complaint and seek a resolution.I believe that consumers have a right to receive products that meet reasonable quality standards, and it is disheartening to experience such a lack of accountability from Costway in addressing these issues.Thank you for your prompt attention to this matter. I trust that the Better Business Bureau will work diligently to bring about a resolution that is fair and just for all parties involved.

  Business response

  11/14/2023

  Hi
  Customer placed the order ************ on 2021-05-03, the order is out of our warranty, please help us close the case.Thank you 
  Best Wishes!
  Grace 

  Customer response

  11/15/2023

   I am rejecting this response because: that's not excuse! You should still provide contact of vendor or support to fix the problem.

  Do you expects that these chairs last only for the time of warranty?

  Thank you

   

  
  

  Business response

  11/17/2023

  Hi
  Customer placed the order ************ on 2021-05-03, the order is out of our warranty, the factory does provide us part anymore?

  please help us close the case.Thank you 
  Best Wishes!
  Grace

• Initial Complaint

  11/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company did not send what was ordered. No attempt has been made to provide the actual ordered item. I requested they send what was ordered. They sent something missing parts and again was very different from what was listed. We cannot get it apart to return it but they should make it right by sending what was ordered.

  Business response

  11/13/2023

  Hi,
  Customer sent us message said he want to return item for refund, so we will help customer return item.
  Here is prepaid ***** return label attached at bottom of message.
  The return tracking number is  785497941338
  And we will issue the full refund after our warehouse confirmed the returned package.
  Pls help us close the case, thank you.
  Have a nice day!
  *****

*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. ↩