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:04/13/2025

  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 a 75-inch TCL ************* on March 11, 2025. 500 dollars & one month later, the TV stopped working completely and will not power on. I contacted TCL customer service regarding the warranty and was told I would receive a follow-up within 24 to 48 hours. It has now been 86 hours, and I have received no communication or assistance.I spent good money on this TV, and its extremely disappointing that it failed so quickly. Ive now been without a functioning TV for nearly a week, and the lack of timely customer service only adds to my frustration.I am requesting either a full refund or a replacement TV to be sent immediately. I expect TCL to honor their warranty and resolve this issue promptly.

  Business Response

  Date: 04/21/2025

  TCL has already reached out to the customer and set up an On Site Repair for the customer on 4/15/25 the technician will reach out to the customer directly to schedule the time to go over to their home.  

• Initial Complaint

  Date:04/03/2025

  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.

  Purchased a TCL television from with my credit card at ******* in ******, *******, model number ******. It was approximately the third time perching the t v from this particular retailer, and this t v also went out in less than a year. The professionalism of ******* trying to deal with this, pushed me to file a complaint with you, you guys at TCL. The quality of this television was disappointing in my confidence in ******* and TCL has been affected.

  Business Response

  Date: 04/07/2025

  TCL will contact the customer directly to gather details of this purchase and the reported issue with the television.  

• Initial Complaint

  Date:04/01/2025

  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.

  TCL 65R648 will no longer receive updates for ******* is on Roku version 13 and apps are starting to be "Not Supported" without an update to firmware.While researching this was found:Supported Roku devices receiving Roku OS 14:Roku streaming players and Streambars 9100 series, 4800 series, 4600 series, 4200 series, 3900 series, 3800 series, 3700 series, 3600X *********** models (*********), excluding models 65R648, 75R648, and 75U800GMR, are expected to receive Roku OS ***** TV is less than 3 years old and was purchased new.I would like to know what TCL plans on doing about this.

  Business Response

  Date: 04/03/2025

  We will contact the customer directly regarding this.  We are already in communications with **** regarding *************** where the software updates are not supported.  

• Initial Complaint

  Date:03/31/2025

  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 a 65" flat screen model 65s446 2 years ago. While watching the TV with my family the screen suddenly went black. It will not show a picture or make a sound. We were not experiencing any bad weather and no damage was made to the TV. Upon contacting support we tried troubleshooting to no avail. I was told that there was nothing else to be done. Very disappointed in the quality and customer service. I understand warranties but stand behind your products. Maybe that is why the warranty was for only 1 year.

  Business Response

  Date: 04/03/2025

  The customer's TV falls outside the scope of warranty after one year of product use.  The customer's TV was over one year outside the manufactures one year warranty.  TCL provides lifelong product customer support outside this warranty that does include product or part replacement.  

• Initial Complaint

  Date:03/22/2025

  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 received a tv as a gift. As a result I didnt have a receipt . About 9 months after getting and it was new on the box it malfunctioned. I reached out to tcl who after much back and forth a,de an exception to have someone come out, however it took 3 more months before I was contacted during a holdidy season (Easter) and was busy, also during that time it started working again. As a result ,my appointment was cancelled. The technican even told me this is a super common issue with this model of tv and they see it often ,Now about 3 months ago it stopped working once again, same issue as before ****** was never serviced and tcl refuses to honor their promise to fix it based of the manufacturer date which make no sense since items can sit on shelves or in warehouses for years before being purchased and people dont often have receipts for gifts , I would like the promise to replace or repair the tv honored.

  Business Response

  Date: 03/24/2025

  We will contact the customer directly regarding the issue.

• Initial Complaint

  Date:03/12/2025

  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 have an issue with the my tv where anything 480p goes 432p automatically and I am unable to manually fix it myself. The issue seems to be with the TV software itself as any air-played content does not show the issue. I ***orted the issue on 2/10/25 and sent them everything they asked for in the email to have it escalated.I finally got a call back in regards to my issue on 3/11/25. I missed the call so I called back around *********************************************************** how they'd fix the problem instead, I get a *** asking me to send them ******* clips and harping on the fact that the images I showed were advertisements and not an actual TV show or movies. I refused to send ******* clips because my initial email showed the problem clearly. The *** kept talking in circles and I initially refused to send any more clips, but I had clips I took from ******* on 2/11 so I sent those. I also requested a supervisor multiple times until I eventually got one who had the audacity to say he couldn't prove what I sent was from the *******. I sent him clear as day proof that the clip was in fact from *******, because an actor's name was displayed on the screen. He also told me he wouldn't ask me to send anything else. He also said he'd escalate this for me and call me back tomorrow. This call was an hour long.On 3/12 I miss the call and call back around 7 pm, and the same supervisor asks me to send him clips from ******* and then says the ******* clips don't show the entire TV screen so they need more clips. I refused to send anymore and asked why he said one thing yesterday and is saying another. He eventually said he'd re-escalate this and call me back today, 3/12. I wait till later and realize I can't spend anymore time on this so I call back and now I am told by a *** that the supervisor isn't going to call me back today because they are waiting to hear back from an escalation from headquarters. When I asked why I was lied to there was no answer.

  Business Response

  Date: 03/13/2025

  TCL will contact the customer directly with a response.  

  Customer Answer

  Date: 03/17/2025

  As of 3/17, I have still not heard back from TCL regarding this issue. When I called them on 3/12 after missing their call backbefore filing my complaintI was promised a call back in the morning of 3/13. This was after the supervisor falsely claimed he would call me back again on the night of 3/12, which never happened. The reason I was given for the 3/13 callback was that they needed to wait for an update from headquarters that morning. However, no one from TCL has contacted me as promised.

  Business Response

  Date: 03/17/2025

  This issue is still being evaluated by support.  We will get in touch with customer shortly.  

• Initial Complaint

  Date:03/11/2025

  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 November 22nd I purchased a TCL 50 tv from Best Buy, I spent $288.89 . When I returned home with the tv and turned it on I immediately realized a discoloration **** in the panel but just decided to keep it as taking it all the way back to the store would be a hassle and figured if the problem developed into a bigger issue I could get it resolved through warranty. Fast forward 5 months and the discoloration has developed into a bigger panel issue that is rightfully under TCL warranty as it was a manufacturer issue. I requested help through the warranty and was told I wouldnt get any help as there was a crack. The crack in question was caused the by the original issue, so I dont understand how it wouldnt fall under warranty . As far as Im aware panel issues are covered by warranty, Id like to get a replacement or get it fixed if possible.

  Business Response

  Date: 03/12/2025

  TCL Warranty does not cover any type of physical damage to the TV 

• Initial Complaint

  Date:03/03/2025

  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 am writing to file a formal complaint against TCL for a defective product and their deceptive warranty ********* November 2023, I purchased a TCL TV for $200, expecting to receive a quality product that would last for years. Unfortunately, in early 2025, the TV suddenly stopped working without any prior warning or indication of malfunction. After reaching out to TCL's customer service for assistance, I was informed that there is nothing they can do to help me because the TV is now past the one-year warranty period.I find this to be highly deceptive. The one-year warranty is insufficient for a product that is meant to last much longer, especially considering the price point of $200. It is frustrating to feel that I am being taken advantage of as a customer when such a short warranty period doesnt fairly reflect the lifespan of the product. A TV should not fail so soon after purchase, and the warranty period provided does not give consumers adequate protection against such issues.I strongly believe that the current warranty policy is misleading and that TCL is not standing behind the quality of their products. I am requesting that TCL be held accountable for this issue and that they consider extending their warranty or offering a reasonable resolution in situations like mine.I appreciate your attention to this matter and hope that TCL will be prompted to take appropriate action to address these concerns.

  Business Response

  Date: 03/04/2025

  TCL will be contacting customer directly in regards to an onsite repair of this unit.

• Initial Complaint

  Date:02/17/2025

  Type:Order 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 TCL tv on 11/19/2024. For $149.26.The picture goes black from time to time.The sound and picture is out of since.I contacted them twice they were supposed to send me an email with directions on how to get a refund or replacement. I got the run around.I would like a refund or replacement. Thank you ****** ***** ************ ******************************************************************** ******************

  Business Response

  Date: 02/18/2025

  TCL is waiting for the customer's receipt, a picture of the the serial number on the backside of the TV and a video of the issue please reference case US02202516260 and send them to ********************************

• Initial Complaint

  Date:01/29/2025

  Type:Sales and Advertising 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.

  Purchase a TCL 65 TV for a gift for my friend on September 23 2024 the television screen went out January 25 2025 I sent them the serial number and model number and a video of the TV and the purchase receipt and they dont want to honor the manufacturer warranty

  Business Response

  Date: 01/30/2025

  TCL is just waiting for a clear fullscreen video of the issue and then they will be able to move forward with the warranty.  If customer would send that we can move forward right away.