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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
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 3,2024 I purchased The Ion *************** Coaster from *******. This item stopped working on May 16, 2024. I contacted your company regarding the issue I had with your Ion Mug and Charging Coaster Your Technical Support contacted me on May 16, 2024 with a ticket number ending with 1655. The notification request my full name, S/N and Model number. I responded back on May 16,2024. On June 1, 2024 A follow up email was sent to your company requesting status update on resolution. June 26,2024 I tried to chat with your company. Never spoke with live agent. Another automated ticket was created with a new ticket number. On July 27, **************************************************************************** a replacement unit. I advised if I did not hear from your company I will contact BBB and file a formal complaint against them. I have not received any acknowledgement from this company from the onset of the complaint regarding resolving my issue.Business response
07/30/2024
*******, I used the ticket number provided here to locate your prior emails. I agree that our lack of communication for this long period is unacceptable. I have responded to your emails and open ticket 1655 so that we will now be in direct contact. This will ensure that any future communication will have an immediate response from me. As the replacement for your IonMug is no longer available through Tzumi, I hope that you will find one of the other replacement options I have provided acceptable. Please respond directly to the support email and I will have this taken care of for you right away.
Carly -Tzumi Customer Support
Initial Complaint
07/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I recently bought a Ionchill Quick Cube as a gift for my daughter and upon setting it up I followed all the instructions the icemaker never stopped flashing the add water light. The instructions which were vague and didnt have any troubleshooting instructions. I repeated the process a total of 12 times. I tried sending email tickets a total of 6 times with no response and there is no working phBusiness response
07/10/2024
Hello ******,
I apologize for the lack of response regarding the IonChill. I have searched for your name and email provided here but couldn't locate anything from prior chat submissions or customer support emails. Did you receive a ticket number? When submitting an email to ********************************** it will give you an automatic response asking for the serial number and providing you with a ticket number. I can also help you directly at ********************************** if this ticket number is not coming through and the email isn't submitting. With the Add Water error you reported, this is usually due to the water sensors not detecting the electrical especially if using bottled, filtered, or distilled water. These would have low mineral content. So to fix the issue, you would just need to add a small amount of salt to the water to reset the sensors. Then start a self-cleaning cycle on the machine. The cycle should take about 15 minutes. If the machine will not allow a self cleaning cycle at this point and again gives the add water error, this would possibly mean damage within the water motor. Please reach out to us if you continue to receive this error so we can help get this corrected for you.
Best, *********************** - Tzumi Customer Support
Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am writing to express my extreme dissatisfaction with the recent purchase I made from your company. On December 14, 2023, I purchased a set of dumbbells under Order #***************. Unfortunately, one of the dumbbells in the set is malfunctioning, despite being well within the one-year warranty period.I have made multiple attempts to contact your company regarding this issue, reaching out a total of three times, but have not received any replies or assistance. This lack of response is unacceptable and has left me feeling incredibly frustrated.As a customer who has faithfully supported your brand by purchasing your products, I expect better customer service and a prompt resolution to this matter. I kindly request that the malfunctioning dumbbell be replaced in accordance with the warranty terms as soon as possible.I trust that you will take this matter seriously and prioritize resolving it promptly. Please confirm receipt of this complaint and provide a timeline for when I can expect a resolution to this issue.Thank you for your attention to this matter. I look forward to your prompt response and the replacement of the faulty dumbbell. I have a video if needed where you can see them dumbbell its not workingBusiness response
06/17/2024
Hello *****,
I do apologize for the long delay in response. I believe I was able to locate your email to our Tzumi Customer Support however, it was under a different email address *********************** I have now responded directly to this email and open ticket to ask for the needed information to file a claim and description of the malfunction for processing of your replacement. Again I do apologize for the delay and please respond to your open ticket email for faster response directly from me.
Best,
*********************** -Tzumi Customer Support
Customer response
06/22/2024
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 and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased Vaccum from ********** less than a year -- it has malfunctioned - attempted to open a ticket directly with tzumi via their website - but never received a response (only automated response ticketing system)tried after 2 weeks - still no reply.attached is ******* receipt.Business response
06/17/2024
Hello ******,
I apologize for the lack of response from your emails to our support. I am sending this same information in response to your open ticket so that we will be in direct contact.
I understand you are are having a problem with the Water Tank Error on your HydraClean. We can assist with a step-by-step video on how to resolve this issue and get the vacuum working properly again. You can view the video directly at this link: ***********************************************************************
Please let me know if you have any questions or if I can help with anything further.
Best, *********************** - Tzumi Customer Support
Initial Complaint
04/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a Tzumi wine fridge at ****** this past December 2023. It was recently plugged in for the first time in April 2024. It does not operate or cool correctly.****** will not return the fridge and directed me to Tzumi. Tzumi does not have an operating phone line for customer service. The last 5 attempts in two weeks has said there phone line is down for repair. I have placed several emails with no reply as well.Business response
05/01/2024
Hello *******, Our apologies for the delay while our offices were closed for the Holiday. We have responded to your open ticket via email with the instructions on what information we will need to file a claim under the one year warranty. With this, we can have a brand new unit shipped directly to you. I will be in direct contact with you to make sure you receive the replacement in a timely manner. Please let me know if you have any questions I can assist with.
Best,
***** * ***** ******** *******
Customer response
05/04/2024
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 and the matter has been resolved.
Sincerely,
*********************************
Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased Ionchill Ice Maker a month ago. I contacted Tzumi letting them know that the either there is a design flaw with the ice maker or the one I have is malfunctioning. The ice keeps getting caught and the machine thinks it full all the time. I tried everything to troubleshoot it, adjusting the catch baskets and such. I sent them pictures and provided the model and serial number and have heard nothing back from them. They clearly state in their instructions to contact them with any issues, yet they don't respond.Business response
04/26/2024
Hello *******, I do apologize for the delay in response. I see that you have an issue with your Ice Machine and ice getting caught on the sensor within the unit. I have responded directly to your open ticket with troubleshooting for this matter as well as information needed to file a claim. We do provide a one-year warranty so if you would like to proceed, please reply directly to the open ticket email and we can take care of a replacement for you.
Best,
*********************** - Tzumi Customer Support
Customer response
06/21/2024
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:Just unpacked the new ice maker and once again it's damaged. See pictures. It has a dent on the bottom and it doesn't even sit flush on the counter top. The right side does not even touch the counter. This is absolute ridiculous. The package was not damaged in shipping. This is how your product was packed in the box. I am completely disgusted with your organization. I had to listen to your ridiculous excuses for not getting back to me. You send me replacements that don't work. Now what?? How long is it going to take you get back to me now?
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************************
Customer response
06/26/2024
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]
Since I am limited to the number of days I have to respond to this resolution, I have to reject it based on the company's history thus far. My original purchase didn't work properly, try to contact the company didn't hear back, filed a complaint, then I hear from them. Took awhile to get a replacement and it had a dented power button and leaked the water all over my counters. Contacted them again, didn't hear back again, sent a few follow *** and said I was going to report them again and then I hear back. I send back the other and hear nothing. Had to continue to followup. The send me another on that is dented and is lopsided. Also cracked in the back. It is just so exhausting dealing with this company. They are horrible on follow up. Make no effort to try to do the right thing. I wish I would have just returned the original and received my money back and purchased a different brand.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************************
Business response
06/27/2024
I would disagree with your claim that we have made no effort to do the right thing as we have tried several times to send you a proper working ice machine. We apologize for the unfortunate experience you've had with multiple malfunctions and are trying to get you the proper device you paid for. As you already know, I have personally made sure to expedite another ice machine via *** which is on the way now with delivery this Monday.Initial Complaint
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My vacuum thats not even a month old it dont register where its charging base is located i have attempted to contact support about this numerous times S/N JC23399048Business response
04/17/2024
Hello ****, I do apologize for the long delay in response to your ticket regarding Model 9048. I have personally reviewed the previous submissions regarding docking and mapping issues that you have been experiencing. I have provided a full troubleshooting breakdown in response to Ticket #TS00107807 which should help to repair any sort of problems you have been having. The only thing not previously mentioned in the email response is that you may want to reset the entire vacuum before doing anything else. To reset the vacuum, look on the edge of the vacuum for the word RESET next to a small hole. You can use a pin or paperclip to press into this hole and the vacuum will shutdown. Place back on the charging device and start troubleshooting instructions. You can reply directly to this ticket in order to reach me with any questions. I look forward to helping you get your vacuum working properly in every way.
Best, *********************** - Tzumi Customer Support
Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased a product (wine cooler) that has stopped working. Products came with a one-year warranty. Numerous contact attempts have been made with customer service and no response received.Business response
04/03/2024
I am terribly sorry you have had a negative experience with our Wine Cooler. It sounds like what your are experiencing may be from a faulty adapter, in which case I can certainly send the replacement for you. I will just need a serial number S/N located on the back of the unit and a shipping address. We require this information to file a claim and with that we can get the issue taken care of for you.Customer response
04/04/2024
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 and the matter has been resolved.
Sincerely,
*******************************************************************;
********* ** *****
Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased an Ionchill ice maker, January 23, 2024. It has stopped working. I tried to call company, number temporarily not in use. Sent e mails, keep getting generated e mail with.new claim number, no real responses. Been two weeks now. Extended warranty not in effect yet, due to manufacturers warranty still in place. Please help!Business response
03/20/2024
Hello ********, My apologies for the delay in response. I understand you have been having issues with your IonChill Ice Maker and we can certainly help you with any problems you are experiencing or warranty claims. I have personally responded to your open ticket ********** requesting details on the error you are receiving and the information we will need to proceed with replacement of the unit. Please respond directly to this open ticket email so you and I will remain in direct contact. I look forward to helping get this cleared up for you as soon as possible.
*********************** * ***** Customer Support
Initial Complaint
02/29/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a new Ionvac ZipVac. When I opened the box the vacuum was missing a wheel. I tried to contact ********************************** on February 22, 2024 and have not received a response. Support Ticket Number: **********.Ionvac ZipVac Model Number: ****. Serial Number: **********Business response
03/05/2024
Hello ********, I'm sorry to hear about your damaged vacuum received. We do offer a one-year warranty on our products from original date of purchase. To file a claim, I will just need a screen shot of the online receipt and your shipping address. I have also sent this information to your email. Please reply to the ticket for privacy and security. I will personally help to get your replacement shipped out for you.
Best, *********************** - Tzumi Customer Support
Customer response
03/13/2024
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 and the matter has been resolved.
Sincerely,
*****************************
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Customer Complaints Summary
68 total complaints in the last 3 years.
30 complaints closed in the last 12 months.