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:03/10/2025

  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 complaint against iTouch Wearables regarding a defective product and unsatisfactory customer service experience.During Black Friday sales, I purchased an iTouch Air 4 smartwatch as a gift for my daughter. The watch was gifted to her on Christmas. Unfortunately, less than two months later, the device completely stopped working. The battery was down to 4%, so my daughter powered it off and charged it when she returned home. However, the watch never accepted a charge or turned on again.I contacted iTouch Wearables customer service through ****************** and spent hours on the phone providing all the requested information. Despite my efforts, I was informed that I would have to pay a replacement device fee and shipping costs. Given that the watch was used for less than two months, I believe iTouch Wearables should stand by their product and provide a replacement watch without any additional fees.I am seeking the Better Business Bureau's assistance in resolving this matter. I request that iTouch Wearables ship a new watch to me at no additional cost.Thank you for your attention to this matter. I look forward to your prompt response.

  Business Response

  Date: 03/10/2025

  Good afternoon *****,

  
  Thank you for reaching out. Were sorry to hear about your experience and appreciate the opportunity to address your concerns. While our products come with a one-year limited warranty, the quoted fees are accurate based on our policy. However, as a gesture of goodwill, we will make an exception in this case. Our support team will be reaching out to you shortly to assist further.

  
  Please let us know if you have any additional questions.
  

• Initial Complaint

  Date:01/14/2025

  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 an iTouch wearable watch from BJ's Wholesale for tracking steps, but it's been a huge disappointment. It doesn't connect to apps and doesn't work as promised. Very dissatisfied with the product and BJ's for selling it. Thinking of canceling our membership."

  Business Response

  Date: 01/21/2025

  Hello ******,

  
  Thank you for reaching out, and we're truly sorry to hear about your experience. We want to make sure we resolve this for you as quickly as possible.

  To assist you further, have you already contacted our support team at ******************************** for troubleshooting or warranty assistance? Ive searched our system and havent been able to locate any correspondence under your name or the provided email address. If youve reached out using a different email address, could you kindly confirm that for us?

  We appreciate your patience, and were here to help.

  Customer Answer

  Date: 01/21/2025

  Right.  Its better for me to do this through a 3rd party that will keep you honest.  Its important for consumers to see how you respond and deal with product issues.

  Business Response

  Date: 01/23/2025

  Hi ******,

  
  I hope you're doing well. I wanted to follow up regarding the trouble you've been experiencing with your device. Rest assured, your purchase is covered by a one-year warranty, and we're here to help you through this.

  
  Please reach out to us at ********************************* and include "Attention: *****" in the subject line. I'll be happy to assist you by guiding you through our warranty process.

  
  Looking forward to resolving this for you!

  
  Best regards,
  *****

  Customer Answer

  Date: 02/04/2025

  No.  ************ has been a total waste of time.  I simply will never recommend or use this poor quality of a watch again.  As for **'s Wholesale, there fired for selling this junk.

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 watch while I was on a cruiseship. When I first purchased it the app for the watch was having issues. I contacted the company and they never answered me. I was eventually able to download the app 2 or 3 days after. This allowed me to finally wear the watch! I know see that the watch is not tracking properly. It's having issues tracking steps and sleep. It will stop tracking for hours! This is unaceptable. I'm not receiving any answers from the company! This is very frustrating, specially because I purchased the item way more expensive than what it really sells for which is not euqitable.

  Business Response

  Date: 10/22/2024

  Hi *****,
  
  Thank you for reaching out. I'm really sorry to hear about the difficulties you're experiencing, and I'm here to help. Could you please provide the email address you used when contacting the Customer Experience team? I wasn't able to find any emails with the information you've shared.
  
  Looking forward to your response.
  
  Best, 

  *****
  Head of Customer Experience

  Customer Answer

  Date: 10/22/2024

   I am rejecting this response because:
  
  The email that it was submitted from us ****************************** I did it through your website twice now. I haven't received any response at all except now! 

  The watch still not accurately tracking either sleep nor steps! I'm very dissatisfied with the product and the costumer service! 

• Initial Complaint

  Date:09/20/2024

  Type:Delivery 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 ordered an iTouch fitness tracking watch from ******* on July 6. It had issues and iTouch replaced it around July 22. The new watch does not track steps or sync data to the phone accurately. I opened a support ticket on August 11 for this issue. We have gone back and forth for 40 days; there are 60 emails in the exchange. They say the product is working as expected and refuse to give me a working watch or a ********** of the iTouch employees indicated that an error rate of 5% on step tracking is normal; calculating error rate for days in which I have any data (due to the other issue, the syncing error), these are the daily error rates over the last 2 weeks:47.47%410.65%1143.38%7460.53%193.65%8572.73%150.94%46.06%This cannot be acceptable. A product that is supposed to count steps should do that at least within 5% accuracy.Attachment shows only the last couple exchanges with iTouch. The whole exchange is too large to attach.

  Business Response

  Date: 09/24/2024

  Good morning,
  
  Thank you for reaching out and sharing your experience with your iTOUCH device. We sincerely apologize for the ongoing issues you've faced, and we understand how frustrating this must be.
  
  We want to ensure you have a working product that meets your expectations. We will arrange for a replacement watch to be sent to you right away. We will be reaching out in your existing email thread to confirm your address details. Please let us know if there's anything specific you would like us to address during this process.
  
  Again, were truly sorry for the inconvenience, and we appreciate your patience as we resolve this matter.
  
  Best regards,  
  *****

• Initial Complaint

  Date:09/02/2024

  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 purchased 2 ***************************** ITouch watches. One charging cord does not work on either watch. I contacted their customer service for a replacement cord since it had only been a month since the purchase. They wanted a copy of my receipt and a video showing the problem, I have provided everything they asked for. I was sent from one rep to another with no resolution. I dont believe I should keep jumping through hoops over and over. I bought them in good faith and they should remedy the problem.

  Business Response

  Date: 09/09/2024

  Thank you for reaching out. I am working with the customer experience team to ensure you receive your replacement. In the meantime, please feel free to let me know if you have any additional difficulty.

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 2 watches online on Jan 2,2024 from BJ'S warehouse. I've only worn the pink one, until recently I started wearing the black one. The band broke, and I couldn't put it back together. I didn't think much of it, just put the pink one back on. Out of sight, out of mind, until recently tried again tried to put band back on, couldn't. Upon return to store BJs, I was told it was beyond 90 days. I just want a replacement. Your prompt response is appreciated As of Jul 5, 2024, 11:53am, I emailed ITOUCHWEARABLES customer service, I have over 30 emails, going back an forth with their customer service. I sent purchase receipts, and pictures. First I was told I wasn't putting it back together correctly, Secondly, I was told warranty would not be honored since I didn't purchase directly from them. Thirdly, I was told, it would not be honored because of wear and tear, and that I had done the damage, and a discount offer to order again. I requested a supervisor, who came back with the same response, claiming to have looked further into the matter. I only want a refund now. This is not right for them to not honor their warranty and blame me. I have a two other watches with no issues.As discussed in the previous emails, we have escalated the matter for further assessment. After reviewing your case again, it's still the same decision.We understand that this may not be the outcome you were hoping for, and we apologize for any inconvenience caused.While we understand that unexpected issues may arise, it is essential for us to adhere to our established policies to ensure fair and consistent treatment for all our valued customers.Please know how much we appreciate you informing us about your experience.Should you change your mind and consider getting the discount code, just let us know.Once again, we appreciate your understanding and cooperation in this matter.All the best,**************Customer Experience Specialist

  Business Response

  Date: 07/29/2024

  Hi ***!
  
  We're terribly sorry to hear about this experience. I have escalated this for warranty coverage and you will be receiving communication for a warranty replacement shortly.

   

  Best regards,

   

  *****

  Customer Answer

  Date: 08/09/2024

   I am rejecting this response because:
  
  Hi, I am responding to the letter. I will sait the warranty replacement

   

  *****************;

• Initial Complaint

  Date:06/14/2024

  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 purchased this sports for smart watch while I was on a cruise on the carnival ship. I paid $95 for this watch and once I got it home cause I purchased it the day before my cruise ended so when I got it back to ******* or ************ where I live, it didnt work. I used to read the instructions and it just didnt work. I washed the ******* video and nothing can you help me? I would love the opportunity to wear this watch. Its a beautiful watch. Im sending the pictures. Can you help me? I cant contact the ship. I already put a complaint in and nothing has happened. And Im not gonna go get another watch thats crazy

  Business Response

  Date: 06/19/2024

  Hi *******!

  Thank you for reaching out and I'm sorry to hear about this experience. We want to assist you. I've located an inquiry that you sent to our Customer Experience Team. Please respond to their email dated 6/15/2024 and we will move forward with assisting you with a warranty replacement.

  Best regards,

  *****
  Head of Customer Experience
  

• Initial Complaint

  Date:06/06/2024

  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 purchased an Itouch watch from the itouch website. Since its arrival it has not done at thing. There is no display on the watch face and it will not charge. I contacted the company and they want me to make a video after working with them to get the watch to work. The watch still not work...it is dead and the company continues to waste my time by not providing me with return instructions and wasting my time.

  Business Response

  Date: 06/25/2024

  ******,

   

  We're sorry for this experience. We will be issuing a refund to your original form of payment. Please allow 7-10 business days for this to process.

• Initial Complaint

  Date:05/14/2024

  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 purchased an ITouch smartwatch in March 22,2024. The watch stopped working two weeks later. I mailed the watch back on April 22nd. I sent a picture of the receipt with the tracking information. Ive been going back and forth with different representatives to no avail. Since May 4th I havent received a response back ,nor most importantly, my money back. I included the shipping back to the company as part of the money I have paid to the business. The watch itself is $45.00

  Business Response

  Date: 05/22/2024

  Good morning ********,

  Thank you for bringing your concerns to our attention. I have reviewed your account and found that you were issued a full refund on 5/6/2024. Refunds typically take 3-7 business days to show on your financial institutions side. Should you not see a refund at this time, please contact your financial institution.

  Best regards,

  *****

  Head of Customer Experience

• Initial Complaint

  Date:01/29/2024

  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 purchased an lol omg play zoom watch on a Royal Caribbean cruise line (brilliance of the sea) while on the final day of our family holiday 18/01/2024. I took the watch home and followed the instructions to charge the watch. The watch did not turn on at all, so the following day 19/01/2024 I contacted playzoom who were helpful to assist me further. After the conclusion was made that the shelf life must have been the issue, I was granted a replacement under warranty however as I am not from the US I had to pay for shipping of $45. I stated this would cost more than I purchased it for so asked for a refund. When explained that the refund can not be granted as I did not purchase the watch directly from the company I expressed my disappointment and requested they at least provide some documentation to assist me in processing a refund from the place of purchase. Upon this I was sent an email saying this is company policy and you will have to pay the delivery if you continue. Nothing was sent to assist me and they followed up with a how did we do email before the issue was resolved.

  Business Response

  Date: 02/05/2024

  Thank you for reaching out. We're sorry for the frustration this has caused. Our warranty is limited to ** residents for 1 year from the date of purchase. Offering a replacement is extending beyond the limited warranty. That said, we do understand that paying a cost exceeding what was paid for the watch is inconvenient. As a courtesy, we are willing to conduct the replacement for a shipping cost of $20.00. 

  Customer Answer

  Date: 02/08/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, although is still a big out of pocket expense that I am upset that I have to spend even more money on a product that has never been used is (I guess) satisfactory to me.  I am only accepting this as this is getting to long in the tooth and my daughter is waiting for her ******** to long. :-(