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New Remotes Inc has locations, listed below.

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    ComplaintsforNew Remotes Inc

    TV Parts
    View Business profile
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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Answered
      On 6/11/24, I ordered a television remote to replace a damaged one. I was directed to this business y the television manufacturer. I located the replacement remote control on this company's website. I purchased this remote control. On 6/17/24, a different remote control arrived. I wasn't notified that a different remote control was being sent, and no description of cost difference. By this, I think I should have at least had some credit applied to my method of payment as they failed to fulfill my order.

      Business response

      06/20/2024

      We have bene in business for over 30 years and make every attempt to resolve our customer's issues promptly and efficiently. This customer has already reached out to us and a resolution has been made.  He has been refunded in full and supplied a prepaid return label plus packaging to return the merchandise. 

       

      Thank you

    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      I ordered a remote for a ********* They sent my a universal generic remote along with a letter that my original remote has been discontinued but enclosed you will find a full function replacement remote. Its not even close to the remote I ordered. I believe this is a bait-and-switch tactic. They should not advertise that they have a certain remote to sell and then send you whatever they want. I have emailed them and requested a full refund. The letter asks that I put batteries in this remote and try it for a few days. If I am not satisfied I can take advantage of their 30 day no questions asked refund policy. If you look at the complaints at the BBB, this is not the first time they have done this. They do not appear to be a reputable company.

      Business response

      04/03/2024

      We appreciate the feedback from this customer so that it can be stated again, a full refund was issued to this customer already on 4/2/2024 after receiving an email regarding the issue.  We apologize again for any issues that arose from this purchase. The customer has already acknowledged the resolution and in an email 4/2/2024 1:52pm EST replied "Thank You".

      We have been in business for over 30 years and will always resolve any issue the customer might have.

       

      Customer response

      04/04/2024

       
      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,

      ***********************
    • Complaint Type:
      Delivery Issues
      Status:
      Resolved
      I purchased a new remote, however it has not arrived. I was charged $15.99 some time last week and am awaiting delivery.When I call the company, I am unable to reach a live person, which is frustrating. I keep getting directed back to the computer.

      Business response

      02/26/2024

      Hello, on 2/7/2024 we had communication with this customer. He stated that he made an error on his shipping address and asked us to make the corrections and ******.  We agreed that once the package was returned back (for insufficient address) we would ****** it as a courtesy at no charge.  

      A week later we received another email from the customer stating that he is disputing the charge and filing a complaint with the Better Business Bureau.

      The package was returned back to our warehouse die to an insufficient bad address on 2/23/24 and the refund was issued back to the original form of payment.

      Thank you very much

      Customer response

      03/04/2024

       
      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,

      ***************************
    • Complaint Type:
      Product Issues
      Status:
      Answered
      I placed an order online. Dec. 5, 2023 for a ******* remote control BN59-01266A RMCSPM1AP1 Original ************** Remote Control. It has not lasted even 2 months. I can't seem to be able to contact the company. Ever thing I try is a dead end. Can't get a phone number to speak to anyone. The original control that came with the ** lasted for over six and a half years. Something is definitely wrong with this one. When the order was placed online the con tact was ************************************************************* Phone1 ************. When it arrived, the address was *************************** NRI ************************************ Not sure if this is a front or what. If it is legit, I could make a trip to go to their place of business. There are several other phone numbers, and all you get are recording. I need help in resolving this matter. I need a remote that works. Any help would be appreciated.

      Business response

      02/05/2024

      Thank you for reaching out to let us know the situation.  We had been in contact with his customer since 12/19/2023 attempting to troubleshoot her issues.  The last communication we received from her stated everything was fine so there was no further communication about issues with the merchandise.  We have option 1 to speak to a live person on our phone lines and multiple ways to correspond via email with immediate responses M-F.

       

      We have reached out again to the customer to resolve this issue just as we did in the past and are currently waiting for a response..We are happy to exchange the merchandise

    • Complaint Type:
      Product Issues
      Status:
      Answered
      This business claims "We offer brand new original remote controls for TV, DVD, Home Theater, Blu **** ******* Fan, Sound Bar, Smart Televisions, Old TVs, New TVs, HDTVs, Voice, Roku, FireTV and much more!". Yet, when I placed an order for an OEM ******* remote I was sent an overpriced, generic, universal remote. This is clearly their business model because a letter in their meager packaging says, " Our customers are concerned when they receive something different then [sic] what they ordered. Please try it for a few days..." If I had wanted a generic universal remote, I would have bought one at ******* or Amazon for $10, not spent $25 on an advertised OEM brand remote. This business is banking on folks not returning the garbage they were sent due to the hassle and expense of claiming the "100% satisfaction guarantee"

      Business response

      10/04/2023

      We have been in business for over 25+ years and pride ourselves in operating a professional, customer service driven company.  We apologize for any poor service or buying experience this customer had. On ******* our customer service department received correspondence from this customer that there was an issue with the order. This individual chose to use abusive and vulgar words describing the purchase experience that we do not accept. 

      We have already, with promptness, responded to the customer and refunded the individual's money in full.  We have alerted the warehouse of the necessary changes to be made to avoid issues of this in the future but we will not engage further with this customer due to the abusive language this person chooses to use.

      We consider this case closed.  A merchandise return label has been emailed to ********************* on 10.2.23 if the customer chooses to send it back.

      Thank you.

       

      Customer response

      10/06/2023

       
      Complaint: 20684114

      A few colorful adjectives in an irrelevant email notwithstanding, I am rejecting this response because the basis for my complaint has not been addressed. The website clearly claims to sell new, old-stock remote contols. They ship generic universal remotes instead. This is a classic bait-and-switch false advertising situation. In an incredulous act of self-incrimination they include with the switched out item a letter stating that their customers are upset when they receive an item different from what was ordered!  The letter goes on to implore the customer to give this universal ********************** a try for a week because it "works just as well" as the *** item that the customer ordered and was expecting. My complaint asked that this business be investigated for unethical business practices and that they be required to remove all products from their website which they in fact do not have and can not fulfill an order of.

      Please see one of the attachments to my original complaint for a photograph of the letter that I referred above.

      Sincerely,

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

      Business response

      10/10/2023

      We have been in business for over 25 years offering solutions to thousands of satisfied customers. Unfortunately electronic parts do change rapidly and if this happens, a notice is sent out to the customer prior to shipping confirming the changes. We apologize again that this customer was not notified of any outdated parts or part changes. We acknowledge the error and understand the customer's frustration and have already issued a complete refund on 10/2/2023. 
    • Complaint Type:
      Product Issues
      Status:
      Resolved
      7-17-23 I purchased, and was invoiced for, one PHILIPPS-MAGNAVOX NB820UD HDD Recorder Remote for $12.99 plus $7.99 shipping. Order #******* || 7-18-23 Received email that the above item was shipped || 7-24-23 Received generic remote control, model BR3MA, made in *****. Included was a letter stating that the product I ordered had been discontinued, and that I should try the remote that they shipped. After searching online, I learned that the item had indeed been discontinued, IN 2016 !!! || 7-25-23 Submitted a return request online. Received a return label same day. Return authorization number RA ****** || 7-28-23 Returned item received by seller. Refund notice issued for full amount ($20.98)

      Business response

      08/10/2023

      Good Morning.  We apologize again for the lack of communication regarding the availability of the original remote control model.  We have record that your full refund was completed on 7/28/2023 and all money has been credit back to the customer.

       

      Thank You.

      Customer response

      08/13/2023

       
      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,

      ***********************
    • Complaint Type:
      Product Issues
      Status:
      Resolved
      I ordered a replacement remote from New Remotes Inc on March 20. 2023. The remote was for my ******* smart tv with *****. I was sent an Insignia remote. It never worked in spite of using new batteries. This is obviously a bait and switch I want a full refund including all shipping costs.

      Business response

      04/10/2023

      This customer has been emailed a prepaid return label and we are happy to issue full refund. The manufacturer's vendor for this item distributes both brands because they are used interchangeable as OEMs for the Fire TVs sold for this retailer. The technology is identical. The customer has been notified of the full refund.

       

       

      Customer response

      04/12/2023

       
      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,

      ***********************
    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Answered
      I purchased a remote control that was advertised as Original Equipment Manufacturer (OEM). The product I received was a "made in *****" counterfeit labeled "BR1on". In addition, the remote had a broken case and did not function. I am requesting a full refund of the purchase price plus shipping.

      Business response

      02/15/2023

      We are very sorry about the condition of your remote control. We are always willing to replace or refund a damaged product upon arrival however, I don't see that you've reached out to us yet in order to resolve this yet. The original part has been discontinued and replaced with a version we make ourselves to to take the place of the older outdated version. We apologize if you weren't notified about this part change to ************* and design or if the website wasn't update to reflect this replacement.

      We are happy to issue you a full refund today and there isn't any reason to send the merchandise back.  Thank you.

    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      Company took it upon themselves to substitute an incorrect item.Company did authorize return but I had to pay return shipping.Credit card statement shows company only refunded cost of item. Did not refund original shipping so now I am out original shipping as well as return shipping. Order number ****** Invoice number *****

      Business response

      12/09/2022

      We appreciate you bringing this to our attention. You were indeed refund based on our standard refund which is full amount of the item less original shipping charges.  I am more than happy to issue a refund for the original shipping charges.  This will be completed today and copy will be emailed.  Thank you.

       

       

      Customer response

      12/09/2022

       
      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,

      ***********************
    • Complaint Type:
      Customer Service Issues
      Status:
      Resolved
      I ordered a remote on 9-15-22. It was not the right remote and I requested information to send it back and get a refund. The state that all returns on done online. I followed the instructions and never got a reply. I have 30 days to return the remote and never got instructions on how to return it to them. I have tried to call all the numbers avaialble and it is the same message.

      Business response

      10/06/2022

      Hello and thank you for letting us know about this. My initial research shows I am unable to find any return requests form this customer by email.  I have a technical support team member looking into this however, in the meantime we will reach out to the customer by email to let them know the proper steps in returning the merchandise for a refund.

       

      Thanks,

      Customer Service

      ********

      Customer response

      10/07/2022

       
      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,

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

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