ComplaintsforTushy, LLC

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ordered on 8/9. Cannot get info about the item except that it is still with the shipper.I asked for a refund , but was refused - I would like to get a refund so I can order this item from a more reliable shipper.

  Business response

  08/23/2024

  Hi *******,

  Hope you are doing well today!

  We have reviewed your order and found that your package was successfully delivered last Aug 17 to the registered shipping address on your order.

  If you no longer needed it, feel free to submit a return request through our portal: *************************************************

  Once we receive it, we'll process your refund. Feel free to reach out to our support team directly if you need help with anything else.

  Regards,

  TUSHY

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  TUSHY Classic 3.0 ****** accidentally ordered. Tried to cancel immediately, told it had to be delivered and I had to pay to return it for refund. I want to receive refund for this never used item, and return.

  Business response

  05/31/2024

  Hi there,
  
  Hope you are doing well today. After reviewing your case, it appears that the return was closed because the item was not returned within the specified time frame. We inform our customers during the checkout and return process about the return window. Unfortunately, we cannot process a refund once this period has passed. We apologize for any inconvenience this may cause.
  
  We would like to suggest a couple of options. You could consider sharing the gift of TUSHY with a friend or family member who might enjoy the comfort our products provide. It could be a delightful gesture to introduce them to the unique experience TUSHY offers. Additionally, you might consider reselling the item if that aligns better with your preferences.
  
  Thank you for your understanding!
  
  Best regards,
  TUSHY

  Customer response

  05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

   

  The original order was a mistake. I was told I had no choice but to receive it instead of canceling it immediately after. Poor customer service that is not acceptable. The product is not worth the headache.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  06/21/2024

  Hi there,
  
  I hope you're doing well.
  
  Were sorry to hear that youre not fully satisfied with the resolution. We have provided the available options to move forward with your case.
  
  Please be aware that our policies, including the return process, are clearly detailed online. It is the customers responsibility to follow these guidelines to ensure a smooth processing of their request.
  
  As noted in our previous responses, we have concluded our review of this topic. Further discussions will not change the information provided.
  
  Thank you for your understanding.
  
  Best regards,
  TUSHY

• Initial Complaint

  02/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Their top-of-the-line product, the Tushy Ace, was purchased for me about a year ago. It worked fine for a while, but after a few months the remote batteries ran out. I changed the batteries and although the remote lit up and vibrated, and although the unit's three manual buttons worked fine, the remote never connected again. The unit is non-functional without the remote, and there is no way to turn off the incessant beeping without the remote either. I reached out to the company after finding no helpful troubleshooting steps anywhere on the internet or in their own materials. Their support team responded but offered nothing useful. They asked for all sorts of details that, when delivered, did not improve the service or result in anything useful. Across approximately 20 back and forth emails I jumped through every single hoop they threw in front of me, and gave them all the information they demanded. They finally conceded their product was defective. They said they had shipped a new remote and that I should have received a shipping confirmation already. This was two weeks ago. It's been months I've been going back and forth with them about this ... and to this day I haven't received any shipping confirmation or the promised replacement remote.

  Business response

  02/15/2024

  Hi *****,
  
  Hope you are doing well today and thank you for sharing your sentiments.
  
  We apologize for the inconvenience you experienced. Please be assured that addressing your concern is a top priority for us. Upon review, we confirm that the replacement remote is still in transit, and we encourage you to refer to the tracking information provided by our customer support team via email for real-time updates on its delivery status.
  
  We appreciate your feedback regarding the initial troubleshooting steps and the communication process. We will be sharing your experience with our team to identify areas for improvement and enhance our customer support processes.
  
  As we work to ensure the timely delivery of your replacement remote, please do not hesitate to contact our support team directly if you have any further concerns or require additional assistance, They will be more than happy to assist you.
  
  Sincerely,
  TUSHY
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This past Christmas on Dec 22 I ordered a Tushy Spa 3.0 for $152.05 as a present, but shortly afterwards, I decided to cancel. Though Tushy **************** initially said they would help me cancel the order (via an email ~1 hour after placing the order) the website they sent me to did not work. **************** then stopped answering my emails. I spent the next week calling and emailing multiple times asking Tushy to cancel the order but they refused.More than 7 days later Tushy shipped the Spa. Now they refuse to refund the full purchase prince. They will not pay for the shipping and they want to charge me a restocking fee.

  Business response

  02/15/2024

  Hi *******,

  Hope you are doing well today and thank you for sharing your sentiments.
  
  We have a swift fulfillment process to ensure that all orders get delivered in time; however, this gives us a small window to cancel orders. This is why all our product pages and checkout stages contain links to our FAQ, which outlines our returns and cancellation policy, including the 10% restocking fee before finalizing an order.
  
  We would love to offer free return shipping, but processing orders, shipping, and handling returns incur costs and resources. As a small company, we strive to provide the best value to our customers in this ever-evolving economic climate, and we appreciate your understanding.
  
  Regarding your return, we can see that the detailed instructions have already been sent to you via email to facilitate the process. We consider the matter resolved on this platform. For further assistance, please contact our support team directly at *************************************************
  
  We sincerely apologize for any inconvenience and appreciate your patience throughout this process.
  
  Sincerely,
  TUSHY

  Customer response

  02/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I stand by my original complaint. Tushy had more than enough time (7 days) to stop my order. They even initially said they would cancel the order (as shown in the email I included with the original complaint). Tushy still refuses to offer a full refund (they want to charge a restocking fee) and they refuse to pay for the shipping (initial and return). I do not believe that they are a poor company and cannot afford to lose the $50 it would cost them to do the right thing.

  I would like to add my complaint to the long list of other complaints against Tushy so the public will be made aware this is not a reputable company.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 19th I ordered a gift for my brother from the tushy website - At checkout I clicked submit at which point a pop up offer showed up offering me 20% off of what appeared to be my exact order.Seeing the opportunity to save 20%, I clicked the "accept and pay" at which point it was clear that it was just offering me the chance to buy a second item at 20% off. At no point was it shown in my card or was I asked to confirm my order, it just finished using the payment info which I provided for the PREVIOUS order. When I reached out to support they told me that they could no longer update the order and just like that I had my money taken from me using this deceptive design.

  Business response

  01/05/2024

  Hi *******,

  Hope you are doing well today. Sorry to hear about your experience.

  As you have mentioned, the second TUSHY was presented as a pop-up offer during the checkout process, and it appears that you may have unintentionally clicked the agree button, resulting in its addition to your purchase. I'd like to clarify that our checkout process is designed to ensure transparency, and no item is added automatically without the customer's explicit consent.

  Unfortunately, our fulfillment process is swift, and by the time you reached out to our support team, the order was already in progress, making cancellation unfeasible.

  If you find that you do not require the additional TUSHY, you can easily initiate a return through our automated portal, and we'll promptly process the refund upon receipt at our facility.
  

  For any further assistance, feel free to reach out to our support team via our website chat or by emailing us at *************************************************.
  
  Thank you for your understanding.

  TUSHY

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a used and open packaged bidet from this company. I contacted them and they told me "black stains" were normal, along with discoloration after I sent them multiple photos. I asked them repeatedly to please send me a return label and I do not want this bidet that has been used. They have refused to do so.I do not think anyone should have to except a used product or even a damaged one at that. Zero accountability has been taken at the request of a simple return label. They will not allow me a return label to return this.

  Business response

  12/09/2023

  Hi *********,

  Hope you are doing well today.

   We sincerely apologize for the issues you faced with your TUSHY purchase. Our team does not resell used bidets due to hygiene reasons, and we conduct thorough checks before shipping. We acknowledge the mishandling during the process.

  To address this, please submit a return request through our portal. Upon receiving the bidet at our facility, we will promptly process the agreed refund. We understand the importance of delivering products in pristine condition and appreciate your patience.
  
  For any further assistance, contact our support team at [support email/phone number]. We are committed to resolving this matter swiftly and ensuring your satisfaction.

  Thank you,

  TUSHY

  Customer response

  12/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The bidet in question is used as you can see if you refer to photos. I have again asked them to send me a label as it is not fair I pay a restock fee. (See attached) They will not issue me a return label for the ENTIRE amount I paid. Regarding the restock fee why do they even charge this based on how they only send out out brand new items. I am requesting a FULL refund. I do not want another bidet or think I should have to pay a restocking fee.

   

  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business response

  02/15/2024

  Hi *********,

  Hope you are doing well today and thank you for sharing your sentiments.

  At TUSHY, we pride ourselves on quality assurance, with each product undergoing inspection and testing before shipment. Rest assured that your experience has been shared with the dedicated team to prevent this from happening again.
  
  Regarding restocking fees, it covers various return process costs, such as shipping, labor, and resources. This ensures efficient handling of returns, including locating, inspecting, and updating systems.
  
  We appreciate your feedback on communication and the return process. Rest assured, we take it seriously, and your insights will be shared with our team for future improvements.
  
  As we've provided detailed return instructions via email, we consider the matter resolved on this platform. For further assistance, kindly contact our support team directly. We apologize for any inconvenience and appreciate your understanding and patience.
  
  Sincerely,
  TUSHY

  Customer response

  02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As I have stated previously the complaint was based off of the original documentation I submitted on 12/5. Again, I was not sent any portal return response when I contacted your company and not informed of one either. You keep ignoring this critical piece of information that has attached documentation to provide full evidence of this. Still have not addressed the "stains" that were told to me by a TUSHY employee that were normal. 

  In my opinion due to these not being addressed this is still unresolved. You also expected me to return something for not an entire amount of my refund weeks later when the product has ***** which you refer to as "stains that are normal". 

   

   Sincerely,

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

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They sent me a used tushy. Twice and I want a refund. I have pictures of stains and what appears to be pubic hair on the product and thats absolutely wrong to send people used bidets.

  Business response

  11/09/2023

  Hi there,

  Hope you are doing well today!

  We are sorry to hear about your experience with your recent TUSHY purchase. 
  
  After reviewing your case, we were able to confirm that the unit you received is indeed brand new. We follow strict quality assurance process to inspect each bidet before we dispatch them to our valued customers. We assure you that we do not sell used or returned TUSHY units as we understand the importance of hygiene. 
  
  We recommend that you reach back to our customer support team and provide any additional details or images that *** help us understand and resolve the issue to your satisfaction.
  
  We appreciate your understanding and look forward to resolving this matter promptly.

  Regards,

  TUSHY

  Customer response

  11/09/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***
  
  
  
   
  
  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We are a non-profit guide service in ******** and ******* National Parks. Contacted Tushy for a company order of 40-travel bidets and 3 regular bidets for our backpacking staff and guide house. They first rejected their current offer of 40% off "ALL" bidets (with no exclusions or asterik on their marketing.) So be it. However they failed to ship 30- of the bidets. I have tried numerous to get in contact with them and only once did I get a call back and one other time an email claiming they have evidence that they were shipped. Their provided evidence was a pic of one of the three boxes being delivered. (We received 2 of 3 and not 30-travel bidets that we paid nearly $700 for.) They will not reply anymore despite my requests for them to fullfill their order. Exact box missing is attached below. I would suffice with the 30-travel bidets being resent or the credit of amount spent back to our card. Period- be done- move on with our lives rather then me trying 2-5 x a week for them to respond.

  Business response

  09/05/2023

  Hi *****,
  
  Hope you are doing well today. First of all, we apologize for any inconvenience you have experienced.
  
  After a careful review, our shipping partner confirms that all the items in your order were shipped and delivered. The weights match the recorded tracking information, and we even have a photo showing the items at your address. However, we understand that the missing item has raised concerns. It's possible that it might have been misplaced or, in unfortunate cases, taken.
  
  If you believe that the item might have been stolen, we kindly request you report it to the local authorities and provide us with a copy of the related police report. Following our policy, we'll be able to proceed with a replacement.
  

  Now, regarding our promotions, we want to ensure clarity. All our promotions have specific terms and conditions clearly outlined, including a list of eligible items for the promotion. We aim to provide transparency and fairness to all our customers.

  We genuinely apologize for any inconvenience caused during this process. Your feedback is important, and we're actively working to improve our service.
  
  Thank you for your understanding,
  TUSHY

  Customer response

  09/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business has yet to provide me with the pictures and weight information they claim they have. I have requested this information by emails and calls (over ***** attempts) and they continue to disrgeard me and this issue and not provide said evidence. In order to fullfill a police report, this information is needed; yet they choose not to respond to me; ever.  The fact I had to come to the BBB to intervene and for this company to communicate with me- speaks for itself. 

  Regarding the promotion- like I said I am over that. They fail to admit to their mistake that their advertisement said the discount was on "ALL Bidets" with no exlusions attached at all to said promotion. When I contacted the company, even the employees agreed that said promotion is just as advertised and on "All bidets" (my order included). Only later did they claim the terms and conditions are evident (however they were buried on their website and not referenced on said advertisement). What they dont understand is the common sense marketing step of including in their advertisement an aesterik and/or "terms and conditions do apply." Once again on said advertisement it said "40% off ALL bidets" and even the companies staff felt this was the case when it was not due to the terms and conditions being buried on the website and only applied per their wishes. Despite this communication error; they were offering this same product cheaper on Amazon at the same time further illustrating they had the opportunity to also charge us less and honor their mistake in advertising while also respecting another non-profit who actually wanted to co-market their product. But nope and so be it.

   I just want our product or the reimbursement.

   
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  12/13/2023

  Hi *****,

  We appreciate your proactive efforts to seek resolution in this matter and understand the challenges associated with situations like these.
  

  Upon thorough review of our past communications, it seems we have reached a conclusion on this matter. Unfortunately, additional discussions may not bring forth new information or alter the outcome of our prior resolution.

  Given your initiative in addressing the matter through your financial institution, we believe no further actions are required from our end.

  Thank you,

  TUSHY

  Customer response

  12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and should our bank handle this siautation in full; then it is resolved. If not, then we are right back here with this company Tushy, telling me I need to make a police report yet then not communicating with me in order to make that report. So if the banks outcome is a full refund- yes this is complete. If not- I will need Tushys support (and communication) to do the police report they are demanding.

  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase for this product for a new move, but they failed to process my order and just took my money until I followed up because it was taking way too long. Upon reaching out they made me verify that I made the purchase and then finally shipped out the product. When it finally arrived it was too late and I no longer wanted to go with this brand. Upon making a return I am being asked to pay a restocking fee, even tho there was over a 2-week delay on their end to get me the product I paid for, which is brand new, and now they are refusing to take back the items that I no longer have a need for. I just want to return the items and never deal with this brand again. Truly wish things worked out differently or they had a better method for communication since most of my emails seem to go unanswered and seems that they are trying to wait out the return period to avoid refunding me. very shady company with abhorrent business practices.

  Business response

  08/31/2023

  Hi there,
  
  Hope you are doing well today. We sincerely apologize for any inconvenience you've experienced with our customer support team.
  
  Thank you for bringing up the points of concern in your message and allowing us to clarify some aspects of the order process and our policies.
  
  As you may be aware, our immediate charging process upon checkout is a standard procedure in the e-commerce industry. This practice ensures that orders can be processed promptly and that products can be reserved for our valued customers. In addition, we take the security of our customers' orders seriously, particularly when dealing with high-value purchases. The verification step is in place to safeguard against fraudulent activities, which unfortunately have become a common issue in the online retail world. We understand that this additional step might have caused some delay, and we appreciate your patience during this verification process.
  
  Upon review, we confirmed that your order was shipped within the promised timeframe. We always strive to meet our customers' expectations in terms of delivery timelines. However, your post-shipping return inquiry raised concerns due to its unusual nature given that you ordered 10 different items. It's worth mentioning that a significant number of items returned immediately after shipment could raise concerns of fraudulent activity. Our intention is to maintain the integrity of the customer experience for all our users.
  
  Ultimately, our refund and return policies are communicated and readily available at every stage of the checkout process where it implies the restocking fees that are a standard industry practice to cover the costs associated with handling and processing returns.
  
  We deeply regret any confusion or dissatisfaction you've encountered during this process. Hope this helps clarify.
  
  Let us know if you need help with anything else.
  
  Thank you,
  TUSHY

  Customer response

  09/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Yes, I did order 10 items and as you stated there was a delay and although it was eventually delivered the whole experience was not up to my expectations and I wanted to return it as it was allowed as your company states but you refused to do so.
  

  I was trying to avoid the restock fee since you stated my order was delayed due to payment verification concerns but once that was addressed it was delivered, albeit not at the date I had originally coordinated. I just want to be rid of these products and not deal with the company at all. Wanted to give a new company a try and support new business but in this instance it came to bite me in the rear (and not clean my rear) bidet pun. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought 2 hello tushy bidets. Because of waiting for the home to be built, we were outside the return window when we discovered that the design of the bidets causes water to splash out onto the wall next to the toilet. When contacting the company, they wanted a video to show them what was happening - which was very inappropriate. They are refusing to take back the bidets because it is outside of the return window - apparently it does not matter to them that the product does not work as it is advertised and damages the wall in the process.

  Business response

  06/28/2023

  Hi ******,
  
  Hope you are doing well today. We appreciate your time in writing this feedback. We are sorry to hear about your experience. We hope we can address this in the best possible way.
  
  Unfortunately, we won't be able to process a return if an order has passed the 60-day window. You can find our return policy here: *************************
  
  Regarding your installation issue, we understand if you may find it inappropriate but this will help our support team better able to diagnose the problem and provide you with a fast and super simple solution with a visual.
  
  Just send them an email or initiate a chat through our website and they will be glad to help.
  
  Should you require further assistance, feel free to contact us directly at ************************************************* or initiate a chat through our website.
  
  Thank you,
  TUSHY

  Customer response

  06/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  Ive already attempted contact through the company website, thats why Im going through the BBB. It has nothing to do with the return window - its a matter of the product not working as advertised and causing further damage to my home. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business response

  07/19/2023

  Hi ******,
  
  Hope you are doing well today.
  
  Given your trouble, we will refund you via Paypal, but will not ask you to send it back.
  
  You may share your TUSHY with a friend, family member, or local organization if possible. Maybe they will be able to use it and be ushered into a state of booty bliss!
  
  Please provide your PayPal email address so we can make this happen.

  Customer response

  07/20/2023

  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 and the matter has been resolved.
  
  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. ↩