ComplaintsforNew Remotes Inc
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
08/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a specific remote control for an older TV. Without any effort to contact me, they sent a cheap replacement remote. The only message I received arrived with the order telling me to just use it anyway. The replacement is a cheap remote I could buy elsewhere for less than half the price. This place is a scam. They promise a specific product and then send something else. I want a full refund. I should NOT have to pay for return shipping when they should never have sent the wrong product in the first place. This dirty business practice is disgusting.Business response
08/26/2024
We have been in business for over 30 years and appreciate and value our customers business. this customer's issue was brought to our attention 8/26/2024 and has already been resolved directly with them. If there is anything additional we can do for this cusotme rplease request that they reach out to us again.
Thank you.
Customer response
08/29/2024
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,
***************************Initial Complaint
06/20/2024
- 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
Initial Complaint
04/03/2024
- 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,
***********************Initial Complaint
02/13/2024
- 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,
***************************Initial Complaint
02/05/2024
- 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
Initial Complaint
10/02/2023
- 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.Initial Complaint
08/10/2023
- 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,
***********************Initial Complaint
04/10/2023
- 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,
***********************Initial Complaint
02/15/2023
- 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.
Initial Complaint
12/09/2022
- 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,
***********************
*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
17 total complaints in the last 3 years.
6 complaints closed in the last 12 months.