ComplaintsforLoop

• Initial Complaint

  08/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Loop digital frame Dec. 2023. Within a month, the frame would not wake up from sleep mode. I would have to go into settings and select my album in order for the pictures to display. Eventually, it stopped responding completely. I reached out to Loop on April 4th and requested assistance. When support could not resolve the issue, they had me do a factory reset. The frame worked for less than two days. Now I would find a white screen displayed with an error message that the picture would not load. I had not added any new pictures to the frame since the factory reset. I determined the picture that wouldn't load had been displaying without issue since it was added several months earlier. I was able to reset the display but the cycle repeated itself about every couple hours. Support had no solution and stated they would get back to me, but after two weeks of no contact, I requested a replacement. I was told the new frame would mail out once they received notice my frame had shipped. Not only did they not send me a new frame, they had my old frame for a month and made no attempt to contact me with an update. I initiated contact on July 23rd and was told the frame wasn't received. I sent them the detailed notes from the courier showing the frame was delivered to the front desk on June 24th. I received a replacement and the next morning, the frame would not wake up out of sleep mode. I contacted support and was told this issue only occurs in about 1% of the frames. This leads me to believe they sent my original non-functioning frame back to me. Additionally, support told me that although they were aware of the problem with sleep mode, they didn't have a solution.

  Business response

  08/06/2024

  Dear Samantha,

  We have received your complaint filed with the Better Business Bureau regarding the issues with your Loop unit, specifically the sleep mode problem and unit replacement. We deeply regret that you had an unsatisfactory experience and would like to address your concerns.
  At Loop, we strive to provide excellent service. After reviewing the details of your case, we would like to provide a detailed account of the actions taken to resolve your issues.
  In April, you reached out to our customer service team regarding the sleep mode issue with your Loop unit. Following our protocol, our team promptly assisted by attempting to troubleshoot the issue. This included reconfiguring the time settings and resetting the unit. We were glad to hear that the issue was initially resolved. However, we understand that you encountered another problem a few days later, where you were unable to view images on your Loop unit. Our customer service team tried to troubleshoot this by checking the file types of the images you uploaded. Since the issue was not resolved, we escalated it to our IT team, informing you that we would get in touch once the issue was resolved. Given the rarity of this issue, our IT team needed to test and study it carefully.
  

  Upon receiving another email from you regarding a follow-up and the ongoing issue, we decided to replace the unit. The first replacement order (#*********) was processed as soon as we saw the defective unit was shipped out. Unfortunately, this shipment encountered a dead tracking issue, with no updates from the carrier. Consequently, we reshipped another unit using expedited shipping with a new order number (#***************), which was marked as delivered on July 25th (**************************************************************************************)

  We noticed that you reached out to us on July 30th about your previous case regarding the sleep mode issue. We responded to your inquiry on July 31st, the next business day, with a solution. However, we noticed that there was a discrepancy in the information provided. You mentioned in your complaint that we did not send you a new unit, whereas your last email indicated that you received a new unit but believed it was your original frame returned.
  Please be assured that our production team ships brand-new units, so it is not possible that you received your original frame. Our customer service team did not state that we did not receive the frame on July 23rd. Instead, they indicated that a replacement for your defective unit had been processed. Unfortunately, this shipment encountered a tracking issue with no updates from the carrier. To resolve this, we expedited another replacement order (#***************), which was delivered on July 25th.
  

  To resolve this matter and ensure your satisfaction, we would like to reship another new unit. We believe this will address your concerns and provide a lasting solution. Our customer support team is waiting for your response as we are ready to ship another new unit.

  
  Please accept our sincerest apologies for the inconvenience caused. We value your feedback and are committed to improving our service.

  
  If you have any further questions or need additional assistance, please do not hesitate to contact us directly.

   

  Sincerely,

  Customer Service Team
  Loop
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Filed an auto accident claim on May 28, 2024 Policy is paid in full and they have not completed my claim and paid out for the total loss of my vehicle. No one answers their phone or responds to email inquiries. I am seeking a refund of the total amount paid out for the policy and the payment due for the loss of my covered vehicle, which is approximately $9,000.00

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I tried to pay my car insurance and the site was not working. Said not taking payments. Referred me to a number that you cant speak to anyone. My insurance lapsed and they cancelled it. I reached out to the chat and there is no time frame for a response. It has been over a day. I need a resolution.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I am writing to file a formal complaint against Loop, a noise cancellation earbud company, regarding my recent order and the customer service I received. The details of my complaint are as follows:Order Details: #NA776658 Date of Order: January 5th Website ETA for Delivery: 3-5 days Timeline of Events:January 7th: I followed up with Loop as my order had not been processed yet. They informed me that it takes 1-2 business days to process the order.January 11th: I left my hotel on this date, and the ordered item had not been delivered. I contacted Loop and was provided with multiple *** numbers as I tried to refuse the order.Loop was unhelpful and insisted that I should trace the package via the courier.January 13th: The package was marked as delivered; however, I had already left the hotel in ******** for **********, and I have no means to retrieve it.I find this experience with Loop extremely unsatisfactory, as they failed to meet their promised delivery timeframes and provided inadequate customer support in resolving the issue. I have been left without the product I ordered and paid for.I am seeking your assistance in addressing this matter with Loop and ensuring that they take responsibility for their lack of service and customer support.I kindly request that you investigate this complaint and take appropriate actions to ensure that Loop addresses this issue promptly and provides me with a satisfactory resolution, which may include a refund or reshipment of the product.Enclosed, please find any supporting documentation, such as order confirmation emails, correspondence with Loop, and any other relevant information.Thank you for your attention to this matter, and I hope that BBB can help me in resolving this dispute with Loop.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On the 12/4/2023, I placed and order with Loop Lasso. They assured me in writing that my items would be delivered by the 24th, or else my order would be free of charge. He further detailed the extra measures that the company was taking to ensure that all orders were delivered on time. These measures included prioritizing their inventory with shipping companies through continuous communication, expanding their warehouse team from 5 to 13 members to expedite order processing, and even having the office team fly out to ***** to assist with packing and shipping. Additionally, they upgraded shipments that were at risk of delay to *** Next Day Air, absorbing the higher shipping costs themselves. On the 13th, I received an email from them, reiterating that my order was still on track for delivery by the 24th, as initially guaranteed. However, on the 21st, at 9:04 PM. I received an email stating that my order was finally on its way, along with a tracking number. To my surprise, the tracking number was for **** ground delivery, not *** Next Day Air as previously promised. Upon checking the tracking status, it only showed "label created." The package wasn't received by **** until the 22nd. It then went to several other locations until it finally was delivered to my home on the 26th.I reached out to Loop Lasso multiple times to express my disappointment. Despite their initial promise, they did not offer a refund. Instead, they suggested that I join their waiting list for a new product set to launch next year. I declined this offer and requested a credit to my credit card. The following day, they offered to allow me to keep the products I already had, and offered a 25% refund. I declined their offer once again. I had placed my order 20 days in advance, relying on their 100% guarantee of delivery by the 24th. However, Loop Lasso did not ship my order until the 22nd, using **** Ground Shipping instead of *** Air as promised.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased my first pair of Loops on Amazon: Order date Apr 28, 2023 Order #***-2838160-5777824 Order total $48.82 (1 item)I then emailed, cause I have before with no issues. I attached the original emails, there are more. Once I stated I was Autistic you see the help started to diminish. This company is DISCRIMINATING against me! I don't know if this treatment is happening to other people. I am also Level 2, it's really hard. They stated I had a two year warranty. I first wrote on the 16th, and given the run around, with no solution yet!

*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. ↩