ComplaintsforiTouchless Housewares and Products, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mechanized trash can from this company. The mechanics stopped working within 5 months. The unit was still under warranty so I filed a claim with the company. They are insisting on me paying them an additional $15 to process the claim and replace the broken unit. I should NOT have to pay a company to fix their own mistakes, certainly not within the established warranty period. I would like my unit replaced without the $15 fee and they refuse to do so and have even stopped communicating with me regarding the matter.

  Business response

  06/03/2024

  Hello,

  Per our warranty policy that is in the user manual, our website, and on the Amazon listing. The warranty requires a fee of $14.95 (fee is assessed per claim). Please see attachment of warranty.

  Each email the customer send in is always replied to. The customer does not accept our response and warranty terms, there is nothing else we can do for the customer. The customer has 14 days to process the administrative fee, after the 14 days the invoice will expire and a new warranty claim will need to be submitted for a new invoice to be sent.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two large garbage bins and two small bins. Within a year the part that makes it close slowly broke and they provided replacement parts. They broke again within a year. This is a flaw in the product that keeps happening. They want 45 dollars to buy the replacement parts. Their product clearly has an issue that keeps re-occurring so they should replace them for free.

  Business response

  08/08/2023

  Hello CX,

  The product the customer received was in working condition. The a part on the larger trash can broken within the warranty period and was replace at no charge under the warranty, parts for the smaller trash can was claim to be missing from the customer and the missing parts was also provided at no charge. We offer a 1 year warranty for our products and we can always make exception if the CX is a little out of the warranty. Unfortunately, for this customer their product is well out of the warranty for any exception to be made. The parts have a life span, the life span will vary depending on the usage of the product.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new iTouchless 13 gallon sensor trash can from a major retailer. DOA and defective from the moment I took it out of original packaging. Warranty replacement refused because "iTouchless will only honor warranty requests from purchases made from our websites and authorized dealers in the U.S. and ******. Our items are not sold in stores only websites. "

  Business response

  06/28/2023

  Hi ****,

  We are an ecommerce company and our products are only sold online. ******* does not have access to our products for it to be available in-store. The receipt you also provided shows you purchased an item in the clearance section at a heavily discounted price. We do not warranty items sold used or open box because we cannot ensure the consume the product was in new condition before the sale. Please see our warranty information stated on our website and I also went ahead and attached it to this message for your reference. We strong advised for you to return the item, since it was recently purchased you are well within the return period. We also recommend to purchase items brand new on the ******* website since that is where we only offer our products.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought 5 trash cans from Itouchless over the years. Today I called to request a replacement for the lid that opens the trash can. But i got terrible customer service and was told I had to pay a fee to get a replacement. I don't think I have to pay a fee when the product did not even last 6 months and is under warranty. I have spent hundreds of dollars on this company but now they don't want to honor the warranty then I will take my money somewhere else. There are many companies the carry touchless trash cans with sensors. But first I want to get my replacement because is under warranty and is a defective item. I spoke with ******** from customer service and this rep was a hassle and rude. He told me we have replaced lids for you already and the fee is not waived anymore. Of course you have replaced lids itouchless and that is because all my trash cans have been defective and the trash lid does not last as intended. The trash can is good but the lids are faulty. This customer rep from ********************** needs to be more customer service oriented because if he is rude then us customers take our money somewhere else and then there will not be anymore customers buying itouchless products.

  Business response

  05/26/2023

  Hello,

  Per our warranty policy that is stated in the user manual a fee is required for every warranty claim. Please review your user manual of your product for all warranty information. We also would like to request for you to treat our team members with respect. We do not appreciate the use of profanity language and you belittling our employees. 

  iTouchless Team

  Customer response

  05/28/2023

   
  Complaint: 20106194
  
  I am rejecting this response because: there is no fee required and the product is defective. I should not have to pay a fee for a defective product that stopped working during warranty period. 
  
  Sincerely,
  
  ***********************

  Business response

  05/30/2023

  As previously mentioned, all warranty information is in our user manual which mentions there's a warranty fee required for all warranty claims. This information is on the same page you had sent to you previously from your claim last year requesting for a warranty claim.

  Customer response

  05/30/2023

   
  Complaint: 20106194
  
  I am rejecting this response because: We will initiate a small claims lawsuit and contact shareholders to get a warranty fee waived due to defective products. Also will alert ******** Amazon and ****** of the defective products and how this business is not providing a warranty but instead wants ** to pay for shipping. Then they will see that social media travels fast and it will hurt their business. I expect a replacement immediately or this rep will hear from top management coming up soon. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to solve a warranty issue with my trash can Itouchless. They claim to give you a 1 year warranty from the date of purchase but all they are giving me is delays, repeated emails to delay the warranty, rudeness from reps and so on. I purchased my sensor trash can on 5/1/2022 and have receipt and paid almost $100. But I have been told that if I don't register my product then no replacement. I am not going to register my product because then they will start sending me marketing letters and trash. Registering a product on a postcard is from the 80"s. I have a receipt and that should be sufficient. They claim in their brochure that "our goal is 100% satisfaction". But all I have gotten is delays and one mail per day repeating the same script with no real meaning. I have been communicating with **************** and this rep is rude and unprofessional. I told her that I would file a complaint and she did not care and seemed careless. She does not care and acts as this is her company. This is the last time I am buying a houseware from this company. Their satisfaction goal is misleading and deceptive and their items overpriced and don't even last a year. A total scam and deceptive company. Now they are trying to not honor the warranty.

  Business response

  11/02/2022

  Hello *****,

  As part of our warranty process we do request for customers to register their product and upload the receipt. We do not sell your information and you can always opt out of receiving promotional emails from us when you register your product. To offer warranty, we do need for you to provide us with a copy of the receipt, if you do not wish to register your product you can send in your receipt to ********************************** and reference #******. Make sure the receipt shows the original order date, order number and product purchased. Once we receive your proof of purchase our warranty team will reach out via email within 1-2 business days.

  Customer response

  11/03/2022

   
  Complaint: 18345663
  
  I am rejecting this response because: I have provided a receipt and was sent to the email listed. I expect a prompt replacement in the next couple of days or you will hear from me in court for failing to honor a warranty. Once a replacement has been delivered then I will update complaint as solved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First every trash can in my house is of their brand. They are priced a alot higher than your average trash can so when I paid 85 dollars for 1 trash can i expect to be satisfied. I only had my stainless steel 13 gallon space saving itouchless trash can with odor control for about 4 or 5 months when my lid stopped working. I contacted them to activate my warranty. I paid their 10 dollar fee and sent proof of purchase and they sent me a new lid. Within a couple hours or so of the lid arriving I got home and immediately went to put it on my can. It didn't fit. It was so close to fitting that I couldn't look at it and tell it wouldn't fit but it definitely did not. Anytime i had 3 corners on 1 had to pop up no matter how hard i tried or from what angle nothing worked. The same day that it arrived (with tracking so they knew it had just arrived let me add) I contacted them and repeated exactly this. The rep said my can must have relaxed with use it happens sometimes and if ill send a copy of my receipt (which makes the 2nd copy sent) she'd get a new can out to me right away. So I sent another copy and waited and waited but nothing came. After a while i reached out again and asked when i could expect shipment. This time i was told never they don't cover can issues. I pointed out i was already assured they'd replace it and sent proof via forwarding the emails. They answered back they do not care it won't be honored. Before filing this I also wrote the ceo about this matter and that went unanswered. Even if this isn't usually covered at the point your employee says you'll cover it an expressed warranty from your paid representative alters the warranty. Not to mention who pays 85 dollars for a trash can that is useless 5 months later. Buyers beware they don't stand behind their product!

  Business response

  01/25/2022

  Hello ****,

  We understand your disappointment and do apologize if there was miscommunication with our representative regarding our warranty policy. The dimension for our product has not change and a replacement lid cover will always fit the original can body. Over time the can body can get bent out of shape due to dings, heat or other elements in the home. Per our warranty policy which is stated in the user manual and our website the can body is not an item that is covered under warranty. A replacement can body is available for purchase on our website. We can provide you with a 20% discount off the retail price, feel free to send us an email to ********************************** referencing ticket#******.

  Management Team

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just had a horrible experience with one of your representatives ****** at 5:42pm est. That phone calls needs to be pulled and she needs some additional training. She has a nasty attitude and is not fit to deal with customers. My first interaction with your company will be my last. I originally reached out to your company concerning my itouchless trash can that is no longer working after changing the batteries. In which I was advised cannot be troubleshooted. There seems to be a ongoing issue with this product which has been expressed by other customers as well. I would like someone to reach out to me to resolve my issue and listen to the phone call I had with your representative.

  Business response

  10/27/2021

  Hello ********, thank you for informing us of your experience and we do apologize. We will look into the issue and provide training as needed to our representative for a better customer experience. 

  Unfortunately, you are well out of our 1 year warranty period (please see attachement for warranty policy). A representative emailed you troubleshooting steps the other day and if the troubleshooting steps did not fix the issue a replacement lid cover is available fo purchase on our website.

*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. ↩