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Business Profile

Online Retailer

Infinity Hoop

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for Infinity Hoop's headquarters and its corporate-owned locations. To view all corporate locations, see

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Infinity Hoop has 2 locations, listed below.

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    Customer Complaints Summary

    • 141 total complaints in the last 3 years.
    • 18 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/01/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      -Placed an order for two hoops on June 30, 2023.-they were delivered on July 19, 2023 -I first reached out on July 28, 2023 requesting their return form. The website states that you can return the product no problem but you have to do it through email.-on August 3 I finally received a reply asking the issue the product caused. I immediately emailed her back.-on August 16. I finally was emailed the form and instructions on how to return the product.-on August 22 I tracked both returns and saw that they had been marked delivered. I emailed the company with the tracking numbers and told them that they were delivered and asked When can I expect my refund. -as of today, September 1 I have not received a response.Order number 1- ****** Order number 2- ******

      Business Response

      Date: 09/13/2023

      The money of the return was already refunded on 9/6/2023. See the attachment with the information of the refund.

      Refund policy: ******************************************************************

      Terms of service: *********************************************************************

      Let me know if you have another request.

      Customer Answer

      Date: 09/13/2023

       
      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:09/01/2023

      Type:Product Issues
      Status:
      Answered
      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 Infinity Hoop on July 23, 2023. It did not arrive until August 11, 2023. Before I received my package, I reached out to the company asking for an update on shipping/tracking information. I received a response less than 24 hours later. Now I am trying to return the Hoop, as part of their 30 day money back guarantee. I have emailed them 4 separate times, Ive gotten no response. I have left comments on Tiktok videos, no response. I have messaged them on Tiktok, no response. I have called the phone number listed on their website, it goes right to voicemail every time. I have left messages on their voicemail. This company is deliberately ignoring me. I believe they either have no intentions on ever answering me, or theyre waiting until after the 30 day guaranteed refund period is over. Also, when I try to sign in to my account on their website, it says no account is found under my email. But I have received promotional emails from Infinity Hoop to that same email, so I know I am typing in the correct email. This company is nothing but bad news

      Business Response

      Date: 09/13/2023

      We sent the instructions for return the item and asked them to sent ** the tracking number of the return. If the Customer returned the purchase, we will refund the money and sent an email with the information of the refund.

      Return/refund policy: ******************************************************************

      terms of service: *********************************************************************

    • Initial Complaint

      Date:08/31/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Hello. I placed an order on august 17th, 2023. I had placed an order for the absolute bundle that was 131 dollars. I have 3 different packages coming from I guess 3 different warehouses and only received one of them. The one says it was delivered but to a different state, and the other one is not even acknowledged and says its unfindable. I am completely outraged. I have tried to contact the company MULTIPLE times both emails and phone calls and I have received absolutely NO response. This place seems to be an absolute SCAM and will be contacting my bank for fraud. How does one package get delivered correctly and one delivery to a wrong state. And another isnt even findable via tracking.

      Business Response

      Date: 09/06/2023

      Hi *******!


      I've checked your order, and here are the shipping details:
      1. The *************** Kit ($99) is a digital ebook that is automatically sent after successful payment.
      2. You opted for Expedited Processing, which costs $5.99. This means your order will be processed within ***** hours, faster than our regular processing time. Please note that this is not the same as Expedited Shipping.
      3. You'll receive 1x Free Infinity 28-Day Slimming Tea and 1x Infinity 28-Day Slimming Tea. These are shipped with a tracking number AG946951687CN, and you can track them at ************************************************. The package is currently in transit and should arrive in the next few days.
      4. Your Infinity Sweat Belt 2.0 and INFINITY HOOP PLUS are shipped with a tracking number YT2323021272236094, which can be tracked at *****************************************************. The delivery was handled by ******* with a tracking number ****************, and it has been successfully delivered to you.

      I've attached a photo of the delivery for your reference. If you have any more questions or need further assistance, please feel free to ask.



      Customer Answer

      Date: 09/07/2023

       
      Complaint: 20549537

      I am rejecting this response because:

      This was never delivered. I never ever ever had anything stolen off my porch before and I have almost DAILY packages coming. And never had them stolen and or not delivered like this. Also there was a different car in my driveway on that day there was a BLUE ******* suv in my driveway that day. I know there is security cameras on this street and I want my stuff. If I find that the package was stolen by the delivery driver I have no where to report too because they dont allow that. Its your responsibility to ensure delivery of this product. Please send me another package via **** so I have ample tracking info. Or I want my money back please. Thank you. 
      Sincerely,

      ***************************

      Business Response

      Date: 09/13/2023

      Hi there!

      Thank you for your message, and I hope you are doing well! I apologize for the inconvenience you've faced with your order not being received despite it being marked as delivered.

      To address this issue, we can extend a gesture of goodwill by reshipping your order. However, please note that we cannot provide a refund as the tracking number indicates delivery. If you agree to the reshipment, could you please confirm your shipping address for us to proceed?

      Have a wonderful day!

    • Initial Complaint

      Date:08/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 have attempted three separate emails and tickets with support. No contact and it states after 24 hours. Somebody will reach out its going on in over a week now. I have attempted to call three separate times the message always states you can leave one theres a small beep, but nobody returns the call they state email is the fastest and most direct way. No one has reached out. I have attempted and I let them know I would be filing a complaint.

      Business Response

      Date: 09/21/2023

      Hi,

      The package of the customer was already delivered.  (see attachments) We already sent email with the information of delivery.

      Refund Policy: ******************************************************************

      Terms of Service: *********************************************************************

      Let me know if you have another request.

    • Initial Complaint

      Date:08/31/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Placed order 8/11 order shipped 8/13 order arrived in **** 8/24 being held at warehouse says contact ****** reached out to company 6 times no response paid ***** just want my money refunded

      Business Response

      Date: 09/21/2023

      The package was returned to the sender and we deducted the money. See the attachment with the information.

      Refund Policy: ******************************************************************

      Terms of Service: *********************************************************************

      Let me know if you have another request.

       

      Customer Answer

      Date: 09/21/2023

       
      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:08/28/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      The tracking information shows the package was delivered I never received it. I contacted infinity hoop through email and was told to give it three days from when it shows it was delivered. However when I contacted them it had already been 3 business days after it showed delivered. I expressed that to them through email and waited an additional 2 business days before I emailed again for an update. Now it has been more than 5 business days since it shows delivered and I have still have not received the package and I have not received contact back from the company. I just want a refund at this point

      Business Response

      Date: 09/12/2023

      The customer said the package was not received, We offer to resend the package, but we need the customer confirm the shipping address. The customer didn't answer **.

      Let me know if you have another request.

      Customer Answer

      Date: 09/12/2023

       
      Complaint: 20529715

      I am rejecting this response because: I do not want to do business with this company. It took me going to the BBB to get any type of response which tells me they are not a customer oriented company. I want a refund and that is the only solution I am willing to accept.

      Sincerely,

      ******************

      Business Response

      Date: 09/13/2023

      The order was already delivered, but the cusstomer informed us that she didn't received and we offer her resent the package, but we need she confirm the shipping address. There was no answer.

      See attatchments with the information.

      Refund policy: ******************************************************************

      Terms of service:  *********************************************************************

    • Initial Complaint

      Date:08/28/2023

      Type:Product Issues
      Status:
      Answered
      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.
      This company scammed me for 80$ dollars. This product came from ***** that cost $6.99. They dont want to send me a prepaid shipping label for this product. They want me to pay for shipping for keep it for 30% off. I dont want it . I want a full refund . I ordered July 23, 2023. My order number is ******. I contacted them before it shipped because I realized it was a scam. Im not paying to ship this scam houla hoop.

      Business Response

      Date: 09/12/2023

      To the customer that wants to return the package we offer 30% of refund and the customer can keep the Order. On the other way, if the customer wants get a full refund, the customer can return the package. We sent the return instruction (see the attachment). In the email we sent the customer, the return policy.

      The customer said the package was sent from *****, read the shipping policy where we tell that we can send the package directly from the supplier.

      Shipping policy: ********************************************************************

      Terms of service: *********************************************************************

      Return/refund policy: ******************************************************************

      Let me know if you have another request.

    • Initial Complaint

      Date:08/25/2023

      Type:Delivery Issues
      Status:
      Answered
      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 a infinity hoop on August 2nd and paid for expedited processing.Order #****** On August 23 I recieved an email stating my hoop was delivered. It was not as I was home all day and we have ring cameras. I reached out by phone and email to infinity hoop and yet have gotten a response. I am requesting that infinity hoop refund my order to my card. Also, almost a month to ship is ridiculous.....

      Business Response

      Date: 08/26/2023

      I can see in the order of the customer that she requested Expedited Processing, this offer ensures that the order is sent out to the shipping company within the next business day instead of the regular 2-3 business days. The customer ordered on August 2 and we sent to the shipping company on August 3.

      The package has been delivered on August 23 (see the attachments) and we send a communication with the information.

      Read shipping policy at the link: *******************************************************************************;

      Read terms of service at the link: **************************************************************************;

      Read Refund policy at the link:   ******************************************************************

      Customer Answer

      Date: 08/28/2023

       
      Complaint: 20521071

      I am rejecting this response because:

      The package was never delivered. There is no tracking photo. As I explained to.the rep I live alone and we have a security aystem,no such delivery occurred. If you look at the reviews for.this company they have a pattern of "missing packages" and terrible customer.service. ********************** needs to right this wrong. My nwxt.step will be contacting the attorney General and filing a police report.

      Sincerely,

      *************************

    • Initial Complaint

      Date:08/24/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Hello, I purchased an infinity hoop on July 29th and the order number is ******. All of the information lead me to believe that this product was American made. It was not and shipped from *****. I received my hoop on August 21st. The box was damaged and when I was putting the rubber backing on to the links, one of them broke. The spring flew out and is not repairable. I have sent several emails without any response. I think this company might be a scam. I want my issue resolved with information on how to return the defective hoop with a full refund.

      Business Response

      Date: 08/26/2023

      We sent the returning information to the customer. Once she sent us the pakcage we will refund her the money.

      See the email at the link below.

      Return/refund policy link: ******************************************************************

      Terms of service: *********************************************************************

       

    • Initial Complaint

      Date:08/23/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 infinity hoop on 7/2/23 with confirmation #****** (1 Infinity Hoop Plus Blue/ 28 links) for ***** and **** in shipping totaling ***** - When I purchased there were ads to receive a free sweat belt, but was not able to *********** or anything for this offer. Because I did not want to pay for the belt, I sent an email to support 7/2/23 (ref# *****) asking about the offer and explained that when I purchased the hoop, it asked me to add the belt at a discounted rate only and see if I could still get a belt. On 7/3/23, I received a response, asking for the size and color of the belt and it would be added to my order. I responded the same day with XL - blue and received a confirmation that my order was updated on 7/4/23 and still have the email confirmation of this. On 7/31/23 - I emailed support asking how long it would take me to receive my order, as I had not yet received confirmation that it was shipped. On 8/1/23, I received a confirmation my package was shipped, but the confirmation email only showed the belt being shipped. On 8/3/23 I received a response from support indicating that my order was processed and shipped along with the tracking number. On 8/13/23 (ref# *****), I sent another email to support asking when I could expect to receive my order, explaining that I was told my order was on its way, but that I only received the belt and not the expensive hoop that I had purchased and attached a screenshot of the order confirmation from my email. By August 18th (ref# *****), I had not received a response and sent another email asking for an update and expressing that I am becoming frustrated. On 8/20/23 I got a response that they can send me a seatbelt but that was not what I was asking about, and responded that I have the belt but never received the infinity hoop. I have not received a follow up response that this point. I just want the item I paid for shipped to me immediately or refund me in full. This experience has been awful.

      Business Response

      Date: 09/12/2023

      The customer has received the ********************** and the Sweat Belt, I sent you the screenshot with the tracking information. 

      I sent you the communications with the customer where we sent the tracking number for both, the Infinity Hoop and the Sweat belt. 

      See the terms of service: *********************************************************************

      See the refund policy: ******************************************************************.

      Let me know if you have another request.

      Customer Answer

      Date: 09/12/2023

       
      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,

      *****************************

    Infinity Hoop is NOT a BBB Accredited Business.

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