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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/11/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Family member purchased a garden chemical sprayer and gifted to me. After opening and filling with chemicals, I realized the spraying wand handle was cracked and defective. Reached out to Sun Joe/ Sniw *** support, sent original invoice and received no response. Followed up with many emails. No response.Business response
08/12/2024
Hello ****,
We apologize for any inconvenience you have encountered. I will have one of our Team Lead contact you to further assist in this matter. If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.
Thank you
Customer Service Team
Shop ***Initial Complaint
08/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a cordless patio cleaner from Snow Joe on 6/13/23. Order # SJ91654 with a 2 year warranty. Contacted the company on 5/12/24 to report the product was no longer working. They agreed to send us a replacement and confirmed it with an email which i have. We were then told we had to wait 6 to 8 weeks for a shipping label to return unit. No amount of discussion answered why but we finally receiver the shipping label on 6/28/24. The defective unit was received by them on 7/8/24. I contacted them on 8/2/24 to see when i can expect to receive the replacement only to be told it is out of stock and to check back in 4 to 6 weeks to see if it is in stock. This item is never in stock. We had to wait 4 to 6 weeks after purchase to receive item and have checked their site periodically since purchase and it has never been in stock nor is any other of their merchandise ever in stock. Their MO seems to be to wear you down by making you wait. They have told us the warranty is good and there is no reason to not replace the broken item but i believe we have waited long enough.Business response
08/08/2024
Hello *****,
We apologize for any inconvenience you have encountered. I will have one of our Team Lead contact you to further assist in this matter. If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.
Thank you
Customer Service Team
Shop ***Initial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a lawnmower from this company in October 2022. The lawnmower is constructed of all plastic parts except for the motor and its cutting blade. The plastic wheels came off the rod of the lawnmower and I contacted the company about a replacement part in April 2024. The part was still considered under warranty plus I purchased an extended warranty to cover parts when the original warranty expired. The company continued to tell me that the parts were not in stock, then in July 2024 they told me that the part wasn't covered by warranty. How could this be when the original warranty hasn't expired and the extended warranty would kick in. I requested a refund of $20.67. The lawnmower can not function without the wheels attached therefore is renders the lawnmower useless. I should receive a full refund for the lawnmower since it was still under warranty and the product is found to be defective.Business response
08/07/2024
Hello *******,
We apologize for any inconvenience you have encountered. I will have one of our Team Lead contact you to further assist in this matter. If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.
Thank you
Customer Service Team
Shop ***Customer response
08/13/2024
[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 is satisfactory to me.I received an email from the companys supervisor and she said that she will send me a new lawnmower when it comes in stock. I will be happy to receive a replacement lawnmower, but based on the communication I have had with this company the last 4 months , I am sad to say that this is one of their tactics to get the consumer to become frustrated and give up. If I dont receive a replacement in ***** days I will contact BBB again to let you know that they lied. Thanks
Regards,
******* RomeInitial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Have several products from Sunjoe.still under warranty. Cant contact my acct. Says email wrong- says sending reset code . But never get it. Called but never get return call. Ended up dumping lawnmower because couldn't get my warranty acct. Fast to take my money- But non existent when it comes time to honor their obligationsBusiness response
08/06/2024
Hello ****,
We apologize for any inconvenience you have encountered. I will have one of our Team Lead contact you to further assist in this matter. If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.
Thank you
Customer Service Team
Shop ***Customer response
08/06/2024
[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 is satisfactory to me.
Regards,
*************************Initial Complaint
08/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing to formally lodge another complaint against Sun Joe regarding their unethical and negligent handling of a critical safety issue with their product and their failure to provide a replacement lawn mower or comparable alternative within a reasonable timeframe.I purchased a lawn mower from Sun Joe that has a severe defect where the blade flies off during operation, posing a significant risk of injury or death to me and my dog. Despite this serious safety concern, Sun Joe has repeatedly failed to provide me with an estimated timeframe for the replacement mower they promised. This lack of response has left me with no option but to continue using this fatal machine.Sun Joe offered me a refund in the form of store credit. However, all items on their website are unavailable. When I asked them to show me comparable in-stock options, they refused to assist, continuing their pattern of negligent behavior.Sun Joe's warranties are useless and a joke. They cannot replace or repair any of their products, rendering their warranties meaningless. Their abhorrent and unethical conduct, combined with their refusal to provide essential information about the replacement, has left me frustrated and concerned for my safety using any of their numerous products which I own. I demand that Sun Joe provide a clear and definitive timeframe for when I will receive the promised replacement lawn mower. Their current handling of the situation is unacceptable and places consumers at serious risk and out thousands of dollars.Business response
08/20/2024
Hello ******,
We sincerely apologize for any inconvenience you've experienced. After reviewing your account, I can confirm that a replacement unit is currently being processed for shipment. The order number is SJWTY00488690. Once the order has shipped, you will receive a tracking number via email.
Thank you
Customer Service Team
Shop Joe
Initial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased the Sun Joe SPX3000 2030 PSI 1.76 GPM Electric Pressure Washer 14.5-Amp for CAD$2**.79 through Amazon on May 29, 2021. We have used the pressure washer only three times, but it has worked well. I called customer service on July 25, 2024 and spoke to a customer service representative because the high pressure hose will not connect to the machine. I tested the hose connections, and the problem is with the high pressure washer outlet (part #**) on the machine itself. I was given a ticket number and asked to send a video of the problem to ***************** which I did, only to find out that the email would not be accepted. I tried phoning the customer service line multiple times since, to receive a call back later message. I found another email address online ********************************* but have not received a response. While on the first call I felt that Sun Joe was going to help resolve the issue with the poor quality of the product, I soon realized that the company was going to make it challenging to proceed.Business response
08/01/2024
Hello ******,
We apologize for any inconvenience you have encountered. I will have one of our Team Lead contact you to further assist in this matter. If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.
Thank you
Customer Service Team
Shop ***Customer response
08/02/2024
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. Thank you so much for your help!
Regards,
*******************************Initial Complaint
07/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
purchased 8 13 2023 and having a 2 year warranty my sprinkler failed in May of 2024 contacted Aqua Joe at this time and MANY times after and again this past week the keep telling me they need a copy of my invoice which I have sent them 4 times now, The last girl that I talked with told me I didn't Buy the unit from one of their authorized dealers which how would i know that when I did buy it from a very reputable produce market in our community, and it does not say anything on the box stating anything about making sure I buy it from an authorized dealer, t only says in big bold print 2 year warranty.I might note this market has now stopped selling them because of so many problems.Thank You in advance for solving this problem after so many months *******Business response
07/29/2024
Hello *******,
We apologize for any inconvenience you have encountered. I will have one of our Team Lead contact you to further assist in this matter. If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.
Thank you
Customer Service Team
Shop ***Customer response
07/29/2024
Complaint: 22056319
I am rejecting this response because: I have been told at least 4 times now that a manager or supervisor will be calling me back within 24 / 48 hrs and I have NEVER heard from anyone.
Regards,
*********************************Business response
07/31/2024
Hello *******,
Thank you for bringing this to my attention. I will ensure that a Team lead calls you within 24 business hours to take care of this matter immediately.
Thank you
Customer Service Team
Shop ***
Customer response
08/01/2024
Complaint: 22056319
I am rejecting this response because:
I did have a call from a representative saying they were going to resolve this complaint but that was all and have not heard anything more,I talked with **** for quite sometime, he stated he would send me a new unit but with no warranty, I don't understand that but I guess they still don't want to stand behind there product.
Regards,
*********************************Business response
08/02/2024
Hello *******,
After reviewing your account, I see that Team Lead ********* has already assisted with this matter. A warranty order has been created for a new replacement Aqua Joe AJ-OSPR20 Mini Gear-Driven Oscillating Sprinkler on Sled Base. This order has been processed and shipped via **** with tracking number is 92346903467495300000206314.
Thank you
Customer Service Team
Shop Joe
Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a Sun Joe chain saw from HSN in May 2024. I require a replacement chain from Sun Joe for the saw. No other resources sell the replacement chain but SunJoe. I have emailed the company 5 times since purchase and they constantly say the replacement chain is not available. The company is selling products will no available replacement parts. The part has to be replaced since it wears due to use. SunJoe STILL sells the saw on HSN with new saw and chain. Consumers who purchase the saw are unaware replacement chains are not available. False advertising to be sure.Business response
07/23/2024
Hello ******,
We apologize for any inconvenience you have encountered. I will have one of our Team Lead contact you to further assist in this matter. If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.
Thank you
Customer Service Team
Shop ***Initial Complaint
07/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Failure to provide acceptable warranty service for defective product.Business response
07/22/2024
Hello ******
We apologize for any inconvenience you have encountered. I will have one of our Team Lead contact you to further assist in this matter. If you would do not receive any communication within 24 hours, please send an email to our Senior Customer Service Lead, ******* ** ****************************
Thank you
Customer Service Team
Shop JoeInitial Complaint
07/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
FIBERJACKET HOSE - AJFJH50-PRO I registered this hose after purchasing this from *********** The hose was weak and sprung a hole within a few uses. I sent customer service photos and a detailed description of the issue. I received a response asking a few questions on how I used it. I responded, then nothing from SnowJoe. I would have never bought this hose if the bold 2 year warrenty was not attached to it when purchasing it. There were better known brands along side of this for a similar price. I want the hose replaced or refunded. I am tired of chasing this company around to do the right thing. Stop making it so difficult for your customers to get what they deserve.Business response
07/22/2024
Hello *****,
We apologize for any inconvenience you have encountered. I will have one of our Team Lead contact you to further assist in this matter. If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.
Thank you
Customer Service Team
Shop ***Customer response
07/28/2024
Complaint: 22019784
I am rejecting this response because: No response by the snowjoe customer service team as indicated in the ******************** response.
I also sent another email.
Regards,
************
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