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:04/17/2025

  Type:Delivery 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 4/9/25 I submitted an email to their support email with pictures of two lines that appeared on the screen of my X-Ranger Smartwatch. They gave me some trouble shooting tips that did not work, then asked me for additional photos and my order number. I submitted pictures but did not have my order number. They never responded back. After 3 more emails asking for next steps they replied and had looked up my order number. They told me that my watch had been delivered to me on March 9, 2024 and since that was over a year ago it was not covered, even though on their website it clearly states Your watch is covered for for life: FREE REPLACEMENTS if needed, GUARANTEED!. They told me the lifetime warranty is only for one year. They need to honor their commitment and replace my watch and end their deceptive business tactics moving forward. A completely dishonest act.

  Business Response

  Date: 04/22/2025

  Hi *****,

  Attached you'll see a screenshot of our website where it states that our lifetime warranty cover a year after you've received your watch. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23219987
  
  I am rejecting this response because: I understand that this is what they say the policy states now. I was not provided with this policy at time of purchase.  The only thing displayed to customers is where is says your watch is covered for life: Free Replacement if needed guaranteed . Nothing about that is shows being limited for only a year.  It is clearly an attempt to mislead and deceive a potential customer into purchasing their product.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/29/2025

  Hi *****,

  This information has always been available on our website at the menu where it says Lifetime Warranty & Returns Policy

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23219987
  
  I am rejecting this response because:
  Displaying all over your website in clear site and touting a lifetime warranty in just about every social media add is deceptive and dishonest.  In what world does a lifetime warranty mean a one year warranty?  I have came to the realization that CARBINOX is a company with zero moral standards or integrity.  Why would you not want to be honest with your customers and just advertise as a 1 year warranty instead of a lifetime?
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/07/2025

  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.

  Ordered Carbinox *martwatch blaze * on March 7 2025, received order March 17 2025. I paid ****** for the watch and acce**ory* that came with it. I u*ed the watch for about 10 day*, then the *creen blacked out and the quality that I thought I wa* getting wa* out the door. I would like to try to get a refund for what I paid for the watch. I u*ed it for that time for mo*tly workout monitoring *o no real wear and tear. It wa* only 5 workout within the time frame of getting watch and wanting to return becau*e of poor quality. What *hould not ju*t black out with full charge.

  Business Response

  Date: 04/08/2025

  Hi *****,

  I see that ******* send you the steps to star the return to refund process. Please send the watch back to us, as mentioned by *******, and once we receive it we will process your refund

  Customer Answer

  Date: 04/11/2025

  I just resent the package and it is expected to arrive at their business April 14th. Once accepted and refund processed I will accept their response.

  Customer Answer

  Date: 04/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It is still pending on refund but they have sent notification. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/03/2025

  Type:Customer Service 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 or about April 1, 2025 I ****** I ***** ordered a watch from a company online called Carbonox. I placed my order. Everything seemed normal. A few minutes later. I received the confirmation email from the company but the shipping address where they were sending it to is not my shipping address somehow auto populated. When I saw this, I immediately went back to the website to see if I could edit the shipping address. The website would not allow me to do this. So immediately at 0701 on one April 2025 I immediately sent an email who said company stating to them that the shipping address was wrong and it had auto populated. I knew they were not open yet. It 7 oclock in the morning. I tried to find a phone number. They do not have a phone number. This will come up later so all day I sent them emails all day. I sent them emails letting them know of the mistake on April 1, 2025 at approximately 4 oclock in the afternoon. I received an automated message from carbon oxide. My package had shipped. I immediately sent an email saying the address was wrong. II received a automated message from carbon oxide. My package had shipped. I immediately sent an email saying the address was wrong. I have all the emails and they pretty much told me it was my fault they there was nothing they could do it had already shipped with the *****************. They told me if I needed to change the address I had to call the post office. There was nothing they could do so I called the post office with the tracking number. Theyve given post office said a label had been created, but it had not been picked up yet by the *****************. I immediately sent back an email telling them it had not shipped yet the next day I got an email stating there was still nothing they could do. It was already gone. The post office cannot do anything because Im not the sender. They mailed a $200 watch an address that auto populated and refused to help me. I have all the documents and emails most please help

  Business Response

  Date: 04/08/2025

  Hi ******,

  As mentioned on our website we don't take accountability if you input the wrong shipping information, this is because we receive a lot of emails every hour and we can't guarantee that the email with the change of shipping address will be read

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23154724
  
  I am rejecting this response because:
  Ive sent numerous emails to them explaining that I did not enter the wrong address. They just choose not to respond.
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/15/2025

  Hi ******, 

  The shipping address you entered was *******************, ********, ** 30152

  The tracking information says the package was delivered to this location **********************************************************************************************

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23154724
  
  I am rejecting this response because:
    I understand that that is the addressed in the shipping label which you dont understand is I did not enter that you keep telling me this is my fault but I entered my home address it auto populated and I dont understand why thats so hard for you guys to understand, I did not do this And Im going to take this as far as it goes because Im not gonna allow you to scam anyone else. Literally within two minutes of the email going to you and me getting the response to confirmation email. I immediately notified you that for some reason the shipping address was wrong and you chose not to take any action when the detective came there and come and talk to you guys in person he stated that one of you would be calling me. Thats what you told him as I was on the phone with him and guess what no one even contacted me but you told him you Would The lady on the phone found my order and said it can be fixed while he was there. yes I speak enough Spanish to understand what she was saying.
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/02/2025

  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.

  I purchased my watch about a year ago. The watch worked great until a few weeks ago. The watch band pin, which came with their watch and band, came out. I submitted my claim in an email to Carbinox and they refused to replace it. They claim to be "most durable" and "lifetime warranty" but will not stand behind their advertisement.

  Business Response

  Date: 04/02/2025

  Hi *******,

  What's your order number?

  Customer Answer

  Date: 04/02/2025

  It's not even been a year. I can get a $20 watch off ****** and it last a year or more.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23151576
  
  order #: CLF246891
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/08/2025

  Hi ******,

  We only process replacement for production issues, this is battery problems, screen issues or something of the sort. We don't process band replacements since it doesn't count as production issues 

• Initial Complaint

  Date:03/23/2025

  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 a carbinox watch and an add on package on February 24, 2025 for $162.89. I received the package on March 3, 2025 and realized I did not like the product and wanted to return it. I was aware of the $10 restocking fee and was fine with it. I just didnt want the watch. I exchanged numerous email with ******* one of the customer support. I sent her all of the videos and pictures of the watch, she gave me the return address for n March ****** so that I could ship the products back. I sent the package back on March 7, 2025 with a tracking number. They received the package on March 11, 2025. I have no received my return or any communication besides an email saying that my request was closed and to leave m feedback. It is now March *******.

  Business Response

  Date: 03/26/2025

  Hi *******,

  Your refund has been processed. There was a screen protector missing from your original order, so we deducted another $10 for this missing item. 

  You should receive your funds back in 3-5 business days depending on your bank.

   

  Customer Answer

  Date: 04/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:03/18/2025

  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 bought a watch from them and it is a life time warranty, the wrist strap broke on it and I have contacted them about and I ordered it on feb 26. It delivered march 3. It broke on me and I emailed them march 13 and march 16. I also went through there support a couple days before march 13 and no one have got back with me. Thank you

  Business Response

  Date: 03/19/2025

  Hi *****,

  I'm truly sorry you haven't received any response from our team. I just processed for a replacement band to be sent your way, you should be receiving an email soon with the new order number.

   

• Initial Complaint

  Date:03/06/2025

  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.

  On Feb 26th 2025 I placed an order for a smartwatch from this company. I paid for additional shipping and lost protection. I received a notification that the item would be delivered on Monday March 3. Here it is March 6th and still no product has arrived. I contacted the company to also inquire if this watch was actually the one i really wanted to order and asked for the differences between the two models ****** or Vortex) and which would be the better watch. I believe that I did not order the correct product but their customer service took 3 days to contact me back and then all they said was we have no control over shipping. And I still have no idea what the differences are between watches if any. This company has very poor customer care. If they would have responded in a timely ***** all of this could have been avoided. This is not a reputable company, more like a scammer.

  Business Response

  Date: 03/11/2025

  Hi *****,

  I'm truly sorry the customer support team didn't gave you the differences between the watches. 

  On my end I can see that a refund regarding your shipping has been done and that your watch was delivered on March 6th, here's the link to your tracking information ***************************************************************************************************;

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23030461
  
  I am rejecting this response because:

  The watch was returned to them on March 10th they should have the watch by now and should be refunding my money which they haven't yet done that
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/26/2025

  Hi *****, 

  Your refund has been processed, you should receive your funds back in 3-5 business days  

  Customer Answer

  Date: 03/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They might even have a good product if their customer service lag didn't gum everything up. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/06/2025

  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 a X Ranger Watch, & the home button stopped working; I sent it in for a replacement, and was told I was ineligible due to scratches on it. I didnt send it in because of those, I sent it in because the home button stopped working completely & I wanted a life time warranty as advertised when I purchased it. Its came to my attention too that they dont sell that watch on their website anymore, so its impossible to even re order my husband the same watch; I feel as if I have been scammed and told that its eneligible due to scratches but in reality they dont sell anymore! So Im out of luck. Please help me either get a new product or my money back!

  Business Response

  Date: 03/11/2025

  Hi Kaylynn,

  I'm sorry for the inconvenience, I believe there was a misunderstanding and our customer support agent wrote that you wanted a refund and not a replacement. This is why they told you that because of the scratches it didn't qualified, but we can surely send you a replacement. 

  You will be receiving soon an email with your new order number 

  Customer Answer

  Date: 03/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you, but I did not say anything about a refund in the first place, Im not sure where the commutation got lost, but I never requested a refund, I am very happy with the replacement as asked to begin with. 
  Thank you again for replacing the watch, it has a lot of sentimental value to my husband, and I appreciate it! 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising 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.

  Purchase Date: 2/8/25 Order #CLF276909 Total purchase price: $114.92 I placed an order for one item, immediately afterwards they have items pop-up to add on to your order for a discounted price. I ACCIDENTALLY pressed the add to order button and it was a ONE CLICK button, no confirmation needed, just immediately added $94.98 to my order because I accidentally pressed one button. I immediately sent an email, as this is the ONLY way to communicate with this company, and asked to cancel the order. By the time they responded to me it was too late and the order was in pre-shipment. I was then informed that I would receive a FULL REFUND if I refused the package from ****. I have an email from them stating this. After multiple emails back and forth, they are adamant that I have to pay a restocking fee. They withheld $14.99 from my refund. This is dishonest of them as they told me in writing that I would receive a full refund - nothing was mentioned about a restocking fee. Had I known this was the case I would have received the package and at least kept the item that I meant to order.

  Business Response

  Date: 03/05/2025

  Hi ********,

  I just refunded you the $10 for the restocking fee, the 4.99 that you paid in shipping we can't refund since it was your choice to select the lost protection on the shipment. 

  Customer Answer

  Date: 03/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:02/18/2025

  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.

  I purchased this watch as a gift for my boyfriend. The watch has a default of womens health which can not be changed. It also does not sync with my phone. I have supplied all requested documents and pictures and I have not received an authorization to return or my money back

  Business Response

  Date: 02/25/2025

  Hi ******,

  Could you please send me your order number 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22958907
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************

  Customer Answer

  Date: 02/25/2025

  Order number on screenshot above

  Customer Answer

  Date: 02/25/2025

  Order number on screenshot above

  Customer Answer

  Date: 02/25/2025

  Order number on screenshot above

  Business Response

  Date: 03/05/2025

  Hi ******,

  Could you please send me your order number?

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22958907
  
  I am rejecting this response because: I have submitted the order number 3 times on the screenshots
  ********* is the order number
  Sincerely,
  
  Cavett Remington

  Business Response

  Date: 03/11/2025

  Hi ******,

  I can see on our end that our customer support team did try to start the return process with you, they asked for photos of the watch on January 10th and you didn't respond in over a month, you reached back on February 17th, to which the 45 day window to return the watched had passed. 

  This is why the return to refund processed couldn't be finished.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22958907
  
  I am rejecting this response because:
  I sent the pictures several times and each time they asked for more pictures. I have the emails to prove it. This seems to be the complaint with all of the customers. You continue to ask for pics and you still dont refund
  Sincerely,
  
  Cavett Remington

  Customer Answer

  Date: 03/11/2025

  I sent Carbinox pictures on 3 separate occasions of the watch. Each time they requested additional pictures. It became apparent that this waa a ploy to allow the time to run out and that they had no intention of sending me an authoriztion to return the watch or refund my money.