Complaints

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.

• Initial Complaint

  Date:12/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Order #******** Order Date: Dec 4, 2023 ************************** **** ***********, ** Shipping Address Chuanyu **** ************************************************************************** ************ The problem:Aduro U-GRIP Universal Tablet Stand/Mount Received wont stand. The leg is stuck.

  

  Business Response

  Date: 12/13/2023

  Dear *******,

  I am really sorry to hear that. We would like to send you a replacement because you received a defective product. Since the order is placed through Woot, we are not able to process refund to you directly. You will need to contact Woot for a refund. 

  Please let us know if you make any decision. 

  Thank you. 

  Customer Answer

  Date: 12/13/2023

  [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 is satisfactory to me.
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:10/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ordered product on 9-25-2023.money was taken out of my account. had a tracking # for product, but not now. when i did see the tracking #, it said it was shipped. this is now **** and no package yet. tried to talk to them today and nobody answers.

  

  Business Response

  Date: 10/09/2023

  Dear customer,

  I am so sorry to hear that you didn't receive your order. 

  Can you please kindly send your order receipt? Once we receive that, we will arrange another shipment. 

  Thank you. 

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 received a **************** phone charger as a gift from an employer and only after 4 months of being stored in a backpack on my shelf it seemed to burst in it's case. I sent them pictures and they said they can't do anything without a receipt. I cannot get a receipt as is was a gift to me from the company I work for. They said I needed proof of purchase, which I understand but they must have some stipulations for gifts to people. They are a business and this product surely can't cost them that much to replace. I am very disappointed that they won't even honor this. It was a gift. They seemed very adamant about not even trying to help.

  

  Business Response

  Date: 03/08/2023

   

  At Aduro Products we pride ourselves in providing the best customer service within our capabilities.

  On or emailed dated Mon 3/6/2023 at 6:36PM our team replied:

  "All warranty replacements are subject to approval with proof of purchase only. We will need a name to try and track warranty."

  On 3/6/2023 at 7:46 PM the customer replied:

  "Nevermind then.  I just figured the pictures would be enough and you'd stand behind your product. How can I get a receipt from my company I work for? As I said it was a gift from the company I work for." 

  Our warranty states that you must have a proof of purchase so we must work within our capabilities. due to the customer's response which indicates that the customer did not proceed. the customer service team closed out the issue.

  The customer service team at ******************** will need to know if the customer is still seeking a resolution. 

   

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 is regarding the ************ Recalls Aduro Surge Protectors Due to Shock and Fire Hazards recall. I qualified. I supplied all the required information. However, ADURO and JBR Solutions are not abiding by the payments needed to the customers that were taken advantage of. I keep contacting them to see when they are going to send the payments and all they say is soon. They won't give dates and then there is nothing that comes out. I feel like these companies are trying not to abide by the terms needed in the recall and are attempting to rip off customers. I just want the company to stop ignoring emails and refund customers per the recall. That doesn't seem to be asking for too much. They have no problem taking customers money but they seem to have a problem giving money back to the customers when it is due to them. I think that is called stealing.

  

  Business Response

  Date: 01/20/2023

  Your customer satisfaction is very important to us.

  We want to apologize for the unforeseen delays in issuing your refund.

  As promised we expediated your refund check (#***) in the amount of $17.13, which was mailed out to you on 1/19/2023. 

  Again we want to thank you or your time and patience. 

   

   

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a charger that doesn't work and the company Aduro refuses to warrenty it.

  

  Business Response

  Date: 08/02/2022

  Dear *********************,

  We are so sorry that you are having this experience but we have checked with our customer service team and they cannot locate any complaints under the name *********************, under the email address  ********************.

  Most Aduro Replacement Warranties are valid for up to 1 year of purchase and are subject to approval with proof of purchase. 
  

   

  Please confirm the following so we can locate your order and resolve this issue to your satisfaction as soon as possible :

  When & where did you purchase the product? 

  Who did you contact? 

  When did you contact Aduro?

   

   

  What is the model #? 

   

   

   

  Customer Answer

  Date: 08/03/2022

  [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 is satisfactory to me. They took really good care of me once I got to speak to the correct department. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:06/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My message Product:Aduro Sport Elite Recovery Deep Tissue Massage Gun I have an Adurosport gun. The high impact attachment broke. How do I get a replacement? ****** Their response "We are so sorry but we do not have replacement parts. Sincerely,Aduro CS Protect what you love!"

  

  Business Response

  Date: 06/13/2022

  Dear Valued Customer,

  This product comes pre-packages as a set so stated that we do have any replacement *************.

  Each product comes with a warranty registration good up to 1 year of purchase to replace the entire product with proof purchase form a authorized dealer. So we encourage you to always fill out the warranty if your purchase was made an an authorized dealer.   

  Your customer satisfaction is extremely important to us so although we do not carry replacement parts we have reached to upper management to contact the supplier to get a hold of a part for you and have it shipped to the name / address that you provided as soon as possible.   

   

  Best regards,

   

  Aduro **************** Team

  Customer Answer

  Date: 06/17/2022

  [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 is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  A product - a set of Bluetooth headphones as purchased through this company.The product was purchased as a gift. After three months of use, the product stopped charging and not able to be used. When reaching out about the problem, the company refuses to honor the warranty - and the product being ordered as a gift.

  

  Business Response

  Date: 06/02/2022

  Dear Valued Customer,

  We are so sorry that you had this product experience. Please understand that our customer service department can only work within their capabilities and must follow the Warranty guidelines. 

  Aduro's Warranty guidelines were forwarded to you which stated that a proof of purchase is needed to redeem warranty. When no proof of purchase is available, Aduro then ask for gift giver's full name to see if we could locate an order / warranty under the gift giver's name and none were found.

  After contacting upper management about your experience they have agreed to ship a free replacement to you.
  

  Please forward your full name / ship to address that you want the 1 time replacement to ship to. 

   

  Best Regards,

  
  Aduro **************** Team

  Customer Answer

  Date: 06/02/2022

  [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 is satisfactory to me.
  
  Regards,
  
  *****************************