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:06/25/2024

  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 think it's unreasonable to charge me any fee for the return according to the policy you shared. The item was returned in factory seal and it was in transit only because somebody was slow in processing my order cancellation request. As mentioned in our previous conversation, which I'm reiterating and summarizing here: (1) the order was placed at 1:40 pm ET on 05/27; (2) I requested order cancellation via email to the Wellbots team at 03:25 pm ET on 05/27; (3) I received the first email response from Wellbots at 7:09 pm ET on 05/28; (4) ********* label was created at 5:00 am ET on 05/28 but the item was not shipped out until 1:38 pm ET on 06/05. Please refund me the full amount of $524.00 instead of $471.60. If you think this is not an issue you can fix, please forward this email to your supervisor and have me cc'ed, or please provide me a number I can reach out to.

  

  Business Response

  Date: 01/24/2025

  Hello,

  Indeed the customer was charged a restocking fee due to buyer's remorse under our return policy: ********************************************************

  However, we then refunded the customer the restocking fee as well after talking with them. Customer is in bad faith to leave a review even though all was resolved in their favor. We ask this review to be taken down ASAP.

   

  Best,

  Wellbots

• Initial Complaint

  Date:05/06/2024

  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 purchased a new pool heater from wellbots it was less than ***************************************************** to contact the manufacturer instead exchanging it and the manufacturer will not exchanged but instead keep replacing parts that isn't working. Now wellbots says they won't exchange it because its past 30 days.

  

  Business Response

  Date: 05/21/2024

  Hello,

  As you can see in the proof of purchase attached, customer placed their order on August 19, 2023 and reached out outside our return window, which is within 30 days from shipping. Their order shipped on August 22, 2023. Our return policy can be found here: *************************************************************;

  This claim falls under manufacturer's warranty services and not an exchange or a refund due to the sheer amount of time taken by the customer to reach out. We sell thousands of these cleaners, all customers ready the very clear return policy and then agree to the terms and conditions at check out before placing the order. When there is a need for aftersales after the return window has passed, it is upon the customer to reach out to the manufacturer and get it resolved. We hereby request this complaint made in bad faith be removed due to customer's negligence. It is not upon ********************** to repair, replace or refund the customer but the manufacturer to help them with warranty claims.

   

  Best,

  Wellbots

• Initial Complaint

  Date:05/06/2024

  Type:Product 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 purchased an item, EcoFlow DELTA 2 Portable Power Station, from Wellbots, at $600. Two weeks later, I found a much better deal from **** with $101 lower but refurbished. Therefore, I decided to get the refurbished version and have been trying to return the item.I sent an email as their return guide, but their response was very slow, giving me an impression that they don't want to accept return.Then, they kindly offered a price match, but they could not, because the one I was looking at was refurbished item.All of sudden, they started to ask 15% of restocking fee if I want to return, saying that they have mentioned on their website, which was not true. I was looking at the description before I started to ask.After I ask "where does the 15% of restocking fee come from", they just UPDATED their website and they sent me the updated link (hah), which is ridiculous. I don't know what to do with this situation. On their website, they say that customer's satisfaction is extremely important. And they are free to change their return policy whenever they want. This company shouldn't work like this way.

  

  Business Response

  Date: 05/21/2024

  Hi there,

  Unfortunately, we have to charge restocking fees for non-defective returns, we pay the shipping and handling. As we can see from the screenshots the customer provided:

  - The restocking fee has always been mentioned in our return policy. We updated the page to make it more clear but we did not tweak the policy.

  - The client said that he was aware of those restocking fees when he first reached out.

  Best,

  The Wellbots Team

• Initial Complaint

  Date:03/15/2024

  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 a drone from them that was suposed to arrive 2 days ago, when calling them them said the transaction was on hold because of fraud, when calling the bank they said the transaction went through. They dont want to refund or send the product.

  

  Business Response

  Date: 03/15/2024

  Good morning,

  This customer placed their order on March 12, 2024 and was immediately flagged and voided by our fraud detection system run by ********. We submitted the order again for a manual review to be fully sure and the outcome was the same - being flagged for fraud. Order was placed using a proxy IP address, the Billing Address did not tie to the Card Holder and there was no history of any previous transactions either. All the above are clear signs of credit card fraud. Hence, the payment was not captured by our system further leading to the order not being processed.

  Wellbots is not in possession of the card holder's money as due to non capture and is not responsible for issuing refunds as their is no transactional value attached here. Over the phone customer tried placing the order again as well and was okay to use PayPal as a different method of payment as they have their own fraud prevention system. A PayPal invoice was timely sent to the customer per their request and they never paid.

  Wellbots receives numerous transactions daily. As a marketplace, we also receive fraudulent ones, it is our job to have a robust fraud prevention system in place to protect ourselves and the cardholder. In this case, we work with ******** that does the needful for us. As market leaders in this sphere, we trust their analysis. 

  Best,

  The Wellbots Team 

• Initial Complaint

  Date:02/12/2024

  Type:Product 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.

  On January 20th, I placed an order with Wellbots for an **** Solar Panel Charger and an **** Ultra 2 Wireless Security Camera 2-Pack. My order number is ******. I bought these items to surveil my new vehicle, but unfortunately, I never received the package.When I contacted the ******************************** email to report the issue, *********************** and ******************** informed me that the solar panel charger was out of stock and that I would be refunded for it. However, they claimed that ***** had already delivered the wireless security cameras per tracking number, ************.When I checked the tracking number, I noticed that the picture provided was not of my residence. Instead, it was a blurry image of a box on a table. Since no signature was required for the delivery, the package was left without confirmation of receipt.I contacted customer service, who stated they would file a claim on February 7th. However, I have not received any updates since then. I have already filed a police report, but the detective informed me that no crime was alleged, only a missing package that was probably misdelivered. Unfortunately, nothing can be done about it. To support my claim, I have attached corroborating documents such as emails, police reports, and screenshots.As I never received the package and cannot rely on the safe delivery of items, I would like to request a refund of $599.99.

  Customer Answer

  Date: 03/07/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Wellbots regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  

  Business Response

  Date: 01/24/2025

  Hello,

  Customer's order was shipped in time via FedEx: ************ and clearly delivered in time. Customer claimed they never recieved it and we filed a claim with ***** who then confirmed it was delivered in time. Customer seems to be in bad faith as they then opened a chargeback against our company. They now have the product and the money. However, we would like to put this case to rest and move on.

  Best,

  Wellbots

• Initial Complaint

  Date:12/07/2023

  Type:Product 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.

  Everything I ordered except one item has been a problem. The first scooter I bought is okay and I have no complaints. Now Iam waiting on a refund which has taken well over a week to process on one item and another that I canceled totaling 2799$ that they will not respond to. Also the other two scooters one valued at 999$ and another at 1359$ do not even work ! I would like my refunds in full and to ship the other scooters back for a refund as well . And finally the refund of the onyx that was cancelled that they refuse to answer to in the amount of 2799$

  

  Business Response

  Date: 12/07/2023

  Hi ****,

  You have had 2 requests with us. 

  For the first one, the Onyx CTY2 Electric Motorbike, you placed it on 11/9, we shipped it on 11/15 and it has been waiting for you to pick it up since 11/17. Today is 12/7. You reached out to us on 11/25 saying you want to cancel, but as we explained we can not cancel on order in transit.

  The second one was about your Smartravel Electric Bike ST201F 1200W. You reached out on 11/27 asking for a cancelation. We once again explained to you that orders in transit are not cancellable. After it was delivered, we sent you a return label and got it back at the warehouse on 12/4 for inspection. We then issued your refund on 12/7 after it was inspected. 

  Finally, we want to point out that flooding us with emails is not the solution, it is not helpful at all and it only creates more confusion. As you can see with the timeline above, we are doing things right and quickly. 

  Best,

  The Wellbots Team

• Initial Complaint

  Date:12/06/2023

  Type:Product 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.

  Okay this is the second time I've had to talk this out to you. When I go to upload a picture it says low memory on your side and it will not go through so I cannot give you a picture of the receipt. I ordered a generator from these people on Black Friday they assured me it was in stock. I called him back 4 days later went ahead not shipped and it showed me it would be shipped out within a week of the order date. After that time it passed I get an email stating that they're out of stock and I have to wait 2 weeks. This is totally unacceptable I need it for my business and I told them that and to call me which they never did. I called them back Friday December 1st talk to the supervisor at first we cannot find a generator that was comparable and I told them to refund me which they said they would do. Obviously they did not want to refund me because he called me back and told me that they found it comparable generator and that it would ship out by Monday the 4th of December for free same as the original generator. I get a email today on the 5th of December stating that they can't ship it out for free and want to charge me almost $200. It is not worth that at all and it was agreed upon to be free same as the original one now they're going back on their word this company is so scandalous please help me with this. I cannot get a deal like this more than likely now because Black Friday I got an exceptional deal wish I could have got from other places but they all had a two week wait. I might chose this company because they said it would ship out immediately they obviously lie to people to get their money and tell them anything. Please help me with this.

  

  Business Response

  Date: 12/06/2023

  Hello ******, 

  I am sorry you feel this way.

  We shipped packages in the order in which we receive the orders. It turns out when the stock levels yours was backordered. We let you know on Thursday 11/30. We talked over the phone and as we wanted to make it up to you, we upgraded you for free to the next cheapest battery that would fit your need, which represented a $130 off a $899 item. We told you that we would made 0% margin on this order, but that we were not selling at loss, so we asked you to take in charge the shipping cost, which you refused this morning (12/6). Thus, we are currently processing your refund. 

  All the best, 

  The Wellbots Team

  Customer Answer

  Date: 12/08/2023

  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]

   These people and this response shows how little they care. They state that they tried to replace my BATTERY. IT'S A GENERATOR. they didn't even look or read anything obviously. They costed me over $200 from when i had to rent a generator and from the amount i had to pay to get what i wanted after this sale, and i still haven't gotten my refund! They also stated they tried to replace the item,they did offer something but then they took it back when they tried to change me 200 for shipping when it was agreed it would be free . So no they made no attempt just deception. It was also 2 days after the generator was supposed to ship, that they waited to tell me they took back they're offer and wanted an additional $200 for the shipping! 

   

   

   

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

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

• Initial Complaint

  Date:12/06/2023

  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.

  On Oct 27 2023, I ordered a set of ****** Pixel Buds for ****** from ************* The order number is ******. On Nov 15th I asked to return the earbuds and I was told that I could but that there would be a 15% restocking fee. I agreed to it and returned the earbuds around Nov 17th. On Dec 4, I get an email from Wellbots (the customer support tech is ****) telling me that they received my return but that it is missing an earbud. This is a complete lie, I thoroughly cleaned the earbuds before returning them both. I was then told that they would not issue a refund and that they could return to me the one earbud if I wanted. I told them to keep the earbud as I don't have use for just one. So basically, I don't have my refund or my earbuds.

  

  Business Response

  Date: 12/07/2023

  Hello ******,

  I do confirm that our warehouses have only one earbud in your return - as shown on the picture. Do you really think it would be in Wellbots.com's interest to scam our customers on $120 orders (for which we cover shipping out and back) at the cost of our reputation? Furthermore, we deal with hundreds of pixel buds returns - if we were to do so it would be widely known. As mentioned in our email, we have even offered to cover the shipping costs of the product back to you (on top of the initial free shipping costs & the return costs).
  
  I hope you will understand.
  
  Best,

  The customer support team

  Customer Answer

  Date: 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:

  Hi customer support team,

  Do you think it would be in my interest to send you only one earbud knowing that I won't get a refund that way? I sent you both earbuds. Sending me a picture of the case open with one earbud in it shows me nothing. How do I know that those are the earbuds I sent? How do I know that you didn't take the earbud out and then took the picture? If you had a video of an employee opening the box I sent and the video shows him opening the case and only one earbud is in there, then that would be proof that I only sent one. But I didn't!!! I cleaned the buds before shipping, placed them both in the case and sent them your way. Maybe the employee who opened my case happened to need an earbud so he took it out and then said that I only sent one. Again, it makes NO sense for me to send just one earbud. Do the right thing and refund my $119. That is the right thing to do. 

  ******

   

   

   

   

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

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

  

  Business Response

  Date: 12/14/2023

  Hi ******,

  We are sorry about this. We did only receive 1 earbud at the warehouse, our employees don't have any interest in keeping only one. However, we have now issued the refund as expected (with a 15% restocking fee that you agreed to). Let us know if you need anything else. 

  Best, 

  The Wellbots Team

• Initial Complaint

  Date:08/22/2023

  Type:Product 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 placed an order for a phone and promptly received a confirmation email and saw the money (400ish dollars) leave my account very quickly.The confirmation email said I'd receive a second email when the phone was shipped.I waited 20 days for that email, and got several emails telling me that they'd hurry up.The email never came, and instead I got an email saying that the phone I ordered was discontinued.I asked for a full refund, and they said they'd send it within a few hours.That was yesterday.When I FIRST STARTED LOOKING for a new phone, my situation was fairly desperate and I needed a new phone urgently due to work scheduling issues and battery life problems.Wellbots screwed me, plain and simple, and I'm still waiting for my money back.I have to be careful with what I say, because the emotions that this has caused me are VERY difficult to process.Since ordering the phone, I've had my current phone barely clinging to life so that I can continue holding down a job, and wellbots is still just sitting around with my money as of the time of writing.I don't know if it's illegal, but it's definitely wrong.

  

  Business Response

  Date: 08/23/2023

  Hi there,
  

  We are sorry that you did not enjoy your experience at Wellbots, and your feedback helps us to improve our service. As far as your order is concerned, we have always done our best to keep you informed of the status of your order. We immediately offered you an alternative when we learned that your product was out of stock. You finally asked for a refund, and we cancelled your order. This refund may take a little time, since as you know,money transfers are very secure.
  We'll take your comments into account even though we have always been responsive to your request.
  

  Kind regards,
  The Wellbots Team

• Initial Complaint

  Date:08/08/2023

  Type:Product 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.

  May30,2023 I ordered EcoFlowA/C and Battery cost $1588.I got battery in3 days and A/C 7days later.I tested immediately found out the battery was defective ,reported to Wellbots *** which took them7days to get the return label.They promised to send the new one ASAP but took them 10days to have the battery back,I called EcoFlow *** which got the answer nothing they can do because the company had sold to Wellbots but they can give me warranty of rebuild unit. I decided to return all units in28 days because I paid for new products and all the trouble I got.Wellbots sent refund notification on 7/26/23deducted$ 261but my bank account never showed.I called 2times .No response.

  

  Business Response

  Date: 08/23/2023

  Hi, 

  We managed your request as quickly as we could and you have been refunded for some time now. We applied the 15% fee because your product was working fine when we received it, so it felt in the "buyer's remorse" category.

  All the best, 

  The Wellbots Team