ComplaintsforEarthLite, LLC
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
My order never arrived. They said they sent another order but its been going on a month and still no massage bed. I would like to at this point CANCEL the order but I am not getting any response.Initial Complaint
11/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am a licensed nail and i opened ************ suite in 2021. i purposefully choice the company because they are advertised as being the best in our industry (per the website.) on 9/28/2023 the back massager went out but everything else still worked on the chair so i reached out the company for a resolution. When i called i was referred to **** who tried to help me troubleshoot the chair on my own to figure it out. he had me basically take the back of the chair apart to get pic and videos to send him via email. his resolution was i needed a new pc board and remote replacement. a week later i was able to order the parts for $249. i received the package that was partially filled and then i found out the other half was backordered once i reached out to ********** used a recommended serviceman by **** to fix (additional $125 cost), the serviceman came out and he was not able to fix so he reached out to **** and ***** weren't able to help but we found i was 6 months past the warranty but i still under the manufacturer's warranty(3yrs). i was given Irestonline.com as the manufacturers contact information which happened to be Chinese characters. Over the course of 4 more weeks trying to get in touch with **** for a resolution i spoke with **** and ******* kept telling **** was not available but i needed to talk to him. 2 weeks later i reached **** and he decided to send me all the parts they had in stock for the chair but according to the serviceman the back mechanism need to be replaced instead pf him trying to rebuild what they sent will not guarantee a fix but replacing the back would fix only **** side for the company does not sell the back by itself. i spoke with **** today and all the information proved to me was not valid for the manufacturer ************************************* and phone numbers ************ and ********* as he knows they are *************** but he can't and will not reach out them because im having no luck reaching the manufacturer.Initial Complaint
05/27/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a table from Earthlite January 31st 2022.. I received a table on March 31st but it's the wrong size. I have been calling every week since delivery date and I have never spoken to anyone nor gotten a response via email. I need the right size table. I need to exchange back.Initial Complaint
02/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The end plate cracked while opening the table. The Company says that it happened because I didn't open it correctly - as instructed. In the instructions, they tell you to be aware of the cable getting wrapped around the legs. It DOES NOT say anything about the cables getting caught on the wing nuts, which are not obvious. The table still opens but not fully. I suppose the stress of opening the legs cracked the end plate. They denied any warranty coverage, refused to sell me a replacement end plate and took weeks to even respond. I feel the quality of the faceplate is very flimsy, the instructions are not adequate and the customer service is awful.Initial Complaint
09/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Upholstery was defective and business is not willing to exchange table even though the table is still under warranty. I was sent upholstery in the mail, but their warranty does not state that this is the process.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.