ComplaintsforHoMEDICS, Inc.

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Initial Complaint
01/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I bought one of the defective Therapist Select Percussion Personal Massagers that is part of the recall...I called and explained to representative that the unit overheated and smoked and caught fire and I had to discard it ASAP for fear of burning my house down....the label and date code and serial are illegible..Agent *** was completely rude and refused to help or escalate the matter and said I need pictures for recall or nothing! And then she hung up the phone on me!I want my defective item that was RECALLED refunded ASAP!!!!!
Business response
01/19/2024
January 19, 2024

Ms. ***************************
Better Business Bureau
20300 *************. Ste 202
**********, ** 48076-6409

Re: File ******** ***************************

Dear **************:

Thank you for bringing to our attention this complaint you received pertaining to the ****715 Massager recall.

According to our records, the consumer relations representative explained that the terms of the recall require 3 photos of the product to be uploaded for review. The photos are the documentation that the consumer has an affected product and that it has been rendered unusable. If we cannot verify both items from the photos, then we are not able to issue the remedy as dictated by the Consumer ************************* and Health Canada.  In this situation, the consumer has disposed of the product and is not able to comply with the terms of the recall procedure.

Based on the information above, we are unable to honor the request of a refund.

Sincerely,

*****************************
Manager of Consumer Relations
HoMedics, USA LLC.
Customer response
01/22/2024
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

Such a poor and pathetic response from this company that fails to have compassion or thoughtful customer service
I provided proof of purchase already
Your product harmed me and my family and had to be disposed of asap...
It's not my fault your company made or rebranded a cheap product that threatened life and health of consumers...
Please escalate higher and issue refund..
Customer response
01/22/2024
Please take this respond/statement that the product has been rendered unusable
Customer response
01/24/2024
Why was this closed, they only responded once, they need to follow up!
Initial Complaint
01/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought 3 of the Homedics foot spas for Christmas and only 1 worked then I proceed to reach out to the company for replacements as they come with a 2 year warranty and no one answers. Hours on hold and that is the only way to reach them in this situation I could return them but I don't want to I would rather have a working product
Business response
01/09/2024
January 9, ****

Ms. ***************************
Better Business Bureau
20300 *************. Ste 202
**********, ** 48076-6409

Re: File ******** ***********************

Dear **************:

Thank you for bringing to our attention this complaint you received pertaining to a warranty replacement.

According to our records, *******************, at the address on this complaint, spoke to a representative on January 2, ****. The representative issued two Fed Ex labels for the return of the product. Upon review of the tracking information, ******************** and ********************, these labels were just used on January 8, ****. Therefore,once the product arrives and is processed, then replacements will be sent.

Based on the information above, this issue has already been addressed.

Sincerely,

*****************************
Manager of Consumer Relations
HoMedics, *** LLC.
Initial Complaint
12/23/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Homedics continues to send non-functional ************ for a cordless double-barrel body massager that is supposed to be rechargeable. The original item was non-functional when I purchased it. I am about to send a fourth replacement back to them that also does not hold a charge for even one second after being unplugged. They say they will not give me a credit toward any other items as it is not their policy. Additionally, this is clearly not just a one-off issue with this item after having four that do not hold a charge and cannot be used if plugged in.
Business response
12/27/2023
December 27, 2023

Ms. ***************************
Better Business Bureau
20300 *************. Ste 202
**********, ** 48076-6409

Re: File ******** *************************

Dear **************:

Thank you for bringing to our attention this complaint you received pertaining to a warranty replacement issue.

According to our records, a warranty replacement of the Homedics Double-Barrel Total Body Massager, model SP-180J, was ordered and shipped on December 18, 2023. To date, the consumer has not contacted Consumer Relations indicating a problem with the product received. Therefore, our ability to comment is very limited as the consumer is in possession of the product. We are, therefore, unable to definitively determine the cause of the issues alleged by the consumer. Accordingly, the allegations contained in this complaint are inconclusive.

Based on the information above, we will wait for the consumer to contact us and to be provided the product for testing and examination.

Sincerely,

*****************************
Manager of Consumer Relations
HoMedics, *** LLC.
Initial Complaint
11/20/2023
Complaint Type:
Product Issues
Status:
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.
On 17.11.2023 I signed up for a 30% off site wide coupon from Homedics; the advertisement for the discount pops up when going on their site.Homedics committed that the discount would be based on giving them my phone number and email address, no stipulations for the 30% off were expressed before signing up for the discount. The item I wanted to buy, an 11 Drift, was not included in the discounted items, despite the coupon advertisement expressing it applied site-wide, and the small print for what was and was not included was only explained after I gave Homedics my personal information.This whole situation feels fraudulent, or at very least ethically dubious. I have since received endless spam from Homedics as well. I expected to receive marketing communications when I initially gave my information, but I thought that was the agreement; that I would get 30% off anything on their website in exchange for that information.
Business response
11/22/2023
November 22, 2023

Ms. ***************************
Better Business Bureau
20300 *************. Ste 202
**********, ** 48076-6409

Re: File ******** Soren Begin

Dear **************:

Thank you for bringing to our attention this complaint pertaining to a promotion offered on our website.

According to our records, the consumer attempted to apply the promo code CYBRWKND to an order for the drift 11 (ST-200) for 30% off the item. It was explained to the consumer that the following items were excluded from this offer:

Offer excludes drift 11" (ST-200),subscriptions, bundles, ***************** products, air purifier filters,SereneScent collection, 3-in-1 Calming Cushion (MYB-L100), TotalComfort Deluxe Large Room Ultrasonic Humidifier (UHE-CMTF91), TotalComfort UV-C Ultrasonic Humidifier (UHE-CMTF45), Homedics Medium Ultrasonic Humidifier (UHE-CMTF47),Body Flex Mini Stretch Mat with Heat (BM-AC80H), Real Relief Calf Compression Massager (SR-100H).

Based on the information above, we are unable to apply this discount to the drift 11 (ST-200) as it is excluded from the offer.

Sincerely,

*****************************
Manager of Consumer Relations
HoMedics, USA LLC.
Customer response
11/28/2023
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
As I explained in my correspondence with Homedics; their banner at the time was a pop-up that did not outline stipulations on a "site-wide" sale, and these conditions were only made clear after giving Homedics my personal information. To clarify, the sale advertised was not available to me until giving Homedics my personal information, including email address and phone number. Further, "site-wide" sale is a misleading term, intended to dupe people into believing any item on the website has an associated sale. It is at very least dishonest and ethically dubious for this company to conduct themselves this way, though I believe the tactics used in which consumers need to provide personal information before receiving the sale conditions is fraudulent as well, because it asks that consumers do something to help Homedics with the promise of being able to participate in a "site-wide" sale, then the consumer receives nothing if the items they want to purchase are not included in the sale. This information needs to be made clear beforehand, and Homedics (I believe intentionally) failed to do this.
Lastly, Homedics response that I was informed of this does not address my original complaint that Homedics failed to inform consumers beforehand. I know I was informed afterwards.
Regards,
Soren Begin
Initial Complaint
03/08/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a portable back massage cushion that was delivered to my house on February 22, 2023. I never received it. I called ***** to let them know and they said that I needed to contact the sender for them to submit a claim. I called Homedics to let them know what I was told. On the 27th, I was given a case number CAS-******-P3C1R3 in an email but no one has gotten back to me and no claim has been submitted.
Business response
03/14/2023
March 14, 2023

Ms. ***********************************
Better Business Bureau
20300 *************. Ste 202
**********, ** 48076-6409

Re: File ******** *****************************

Dear ************************:

Thank you for bringing to our attention the complaint you received regarding non receipt of a website order.

According to our records, the consumer contacted us by email on 2/27/2023 and was issued a case number. On 2/28/2023, the consumer called and spoke to a representative who said she would look into the matter. On 3/9/2023, the representative contacted the consumer by phone, and advised she would need to file a claim with her credit card company since we confirmed delivery with Fed Ex.

Based on the information above, this matter has been closed.

Sincerely,

*****************************
Manager of Consumer Relations
HoMedics, *** LLC.
Customer response
03/27/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************************
Initial Complaint
12/15/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a Homedics Humidifier within the last year, and it has stopped working. The product is still under warranty and I need a replacement. I sent an email to the *************************** and received no response. I have called the **************** line twice and no one has picked up.
Business response
12/22/2022
December 22, 2022

***************************
Better Business Bureau
20300 ***********************************************************, ** 48076-6409

Re: File ******** *****************

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding a warranty replacement request.

According to our records, the consumer contacted us by phone on 12/12/2022 and again on 12/15/2022 but disconnected both calls from the telephone queue prior to speaking with an agent. We also found two email support tickets were created, on each of these days. The representative these were assigned to, has already assisted the consumer.

Based on the information above, no further action is required as we are awaiting the return of the defective product.

Sincerely,

*****************************
Manager of **************************************************** LLC.
Initial Complaint
10/28/2022
Complaint Type:
Billing Issues
Status:
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.
Homedics has been contacting me by calling and texting from a variety of phone numbers and sending emails from various email addresses. The emails are being sent for the company through FKA distributing company llc. I keep unsubscribing to the emails and responding stop to opt out of the texts and they continue to contact me from other phone numbers and email addresses. I did make a purchase from them previously and have no desire to return anything, I would just like for them and their affiliates to stop contacting me for solicitation purposes and to be assured they will not be providing my information to any other companies for the same purpose.
Business response
11/05/2022
November 5, 2022

***************************
Better Business Bureau
20300 ***********************************************************, ** 48076-6409

Re: File ******** *********************

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding some marketing emails and text messages.

According to our records, the consumer opted out of marketing materials on November 2, 2022, and has been removed from our lists. In addition, we cannot comment regarding the telephone calls the consumer is receiving, as we are not making marketing telephone calls.

Based on the information above, no further action is required as the consumer has already removed himself from our marketing lists.

Sincerely,

*****************************
Manager of ************************************************* LLC.
Initial Complaint
09/28/2022
Complaint Type:
Delivery Issues
Status:
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.
I placed an order for a drift. Order **********. I never received it and shows delivered by ****** I waited a couples of days then called ***** they advised me to call the shipper. I call Homedics and spoke to ******** and she had me on told for 45 mins saying they had pictures and would email. I told her I never received anything. Then I was transferred to *** a manager and she was rude and refused to give ************ info. I finally googled the corporate number and was transferred to the office of the president where *** answered again. This is horrible I need a refund! Take it up with ****** I left a voicemail to **** supervisor that was just headed to a meeting.
Business response
10/06/2022
October 6, 2022

***************************
Better Business Bureau
20300 ***********************************************************, ** 48076-6409

Re: File ******** ***************************

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding a delivery issue with an order.

According to our records, the consumer spoke to a Consumer Relations Representative on September 28, 2022, stating that they have not received the package from order **********. The agent reviewed the Fed Ex tracking number, ************, and found a photo of the package being delivered to the consumers front porch. In addition, the representative noted two additional reports of packages not being received from this consumer in 2019.

Based on the information above, the representative recommended they should file a dispute with their credit card company for the order he claims was not received.

Sincerely,

*****************************
Manager of ************************************************* LLC.
Customer response
10/06/2022
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]lies I never saw any pictures!!! They were racist towards me!!! I will report this you nazzis
I
Regards,

***************************
Initial Complaint
08/23/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On January 21, 2022, I ordered a cool mist humidifier from Homedics on their website. I used it for 7 months and it broke, so I contacted Homedics because they warranty it for 12 months. They emailed me a return postage label to mail the parcel back to them (parcel select service) tracking number **********************. I have had multiple emails to Homedics about this parcel, because it seems to be taking so long to get to them. It first went to Fed ex then to the **** for supposedly delivery, but still has not reached them. I don't understand why they cannot fulfill their obligation to me to warranty their product, as I have mailed the parcel back to them, and they can see it is coming and that I did mail it back, as they provided me with the tracking label. I am so upset by this and all I get from them is when they receive their package back.
Business response
08/29/2022
August 29, 2022

***************************
Better Business Bureau
20300 ***********************************************************, ** 48076-6409

Re: File ********* ***********************

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding a warranty service request.

According to our records, the call tag issued on August 10, 2022, was returned product via Fed Ex tracking number, 02394653009822390936,arrived on August 22, 2022. A warranty replacement was shipped on August 23, 2022, under tracking number 9274899998817432917729. This package is scheduled to be delivered by the end of the day on August 30, 2022, by Fed Ex.

Based on the information above, this matter has been closed.

Sincerely,

*****************************
Manager of **************************************************** LLC.
Customer response
09/01/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
06/24/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased Homedics Cordless Shiatsu Massage Cushion with Heat Model Number MCS621H. The packaging and the booklet in it does not provide the details of the Lithium Ion Battery. We wanted to know the power of battery so that I can have it as an evidence if I want to take in aircraft.This message was denied by the support team stating it is proprietary. How can Lithium-Ion battery power be proprietary information?
Business response
07/01/2022
July 1, 2022

***************************
Better Business Bureau
20300 ***********************************************************, ** 48076-6409

Re: File ******** P Srivastava

Dear ******************:

Thank you for bringing to our attention the complaint you received regarding product specifications for the back massager, model MCS-621H.

Upon review of our records, the consumer contacted ** on June 23, 2022, requesting the product specifications of the lithium-ion battery contained within the back massager. The consumer further requested that this information be sent to him in writing via email from HoMedics so it could be presented to an airline.

The representative explained that this massager was not designed for airline travel and the battery information was not available as the product cannot be resold or exported from *****************. It is important to note, the lithium-ion battery in this product,is not replaceable by the consumer. In addition,this article from the *** explains how to pack safely with battery operated items.

https://www.faa.gov/hazmat/packsafe/more_info/?hazmat=20

Based on the information above, we are unable to honor the consumers request.

Sincerely,

*****************************
Manager of **************************************************** LLC.

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