ComplaintsforTzumi Electronics LLC

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/30/23, I purchased an IonVac Smart Clean Robotic Vacuum V2 at a retailer. In late 2023, the robotic vacuum began malfunctioning in two ways. (1) It no longer can indicate battery life properly (always shows 100%), so it never will return to the docking station on its own because it never detects low battery; the battery runs out every time. (2) It no longer is successfully mapping our house and is getting stuck in a narrow back-and-forth loop, regardless of where it is placed, rendering it useless for whole-room cleaning. In 01/2024 and 02/2024, I contacted Tzumi through their website to inquire about a warranty claim. In neither correspondence have I received any return email. My expectation is that Tzumi would honor their one-year warranty for this malfunctioning product, by either (1) refunding me or (2) replacing the robotic vacuum. Unfortunately, I have not been successful in contacting the company about this warranty claim, thus I am escalating to the Better Business Bureau (where I have found many others unfortunately experiencing the same lack of responsiveness for warranty claims).

  Business response

  02/23/2024

  Hello ********, I apologize for the delay in response.  I have also responded to your open ticket via email with further information on repair and warranty for your vacuum.    It sounds from your description that the device is no longer properly holding a charge and to fix this issue you will need a replacement battery.  To repair issues with the device staying in a straight light, you will need to check that the brushes and wheels are free of debris, power off and restart the device.  Then start with an Edge Cleaning Mode selected.  Once this is complete, go back to automatic mode.  This V2 8026 IonVac does not have saved mapping capabilities of rooms but for more details on the device, please check the attached manual.  Please see your email to contact me directly for more assistance on repairing this device.  

  Best, *********************** - Tzumi Customer Support

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought their product from them less than two years ago. I am still under their warranties for a new battery. The vacuum is useless now that the battery does not charge and I have no idea where to get a new one.

  Business response

  02/26/2024

  Hello ******,  I do apologize for this delay in response and inconvenience with the battery. We do offer a one year warranty from the date of purchase which according to your receipt was 7/15/22 so the item would no longer be covered under the manufacturer's warranty but if you do have an extended 2 year warranty through ******* I would highly suggest contacting them or the insurance provider associated.  Unfortunately, we are no longer manufacturing the Hydra Clean model and no longer have replacements or batteries in stock. I have contacted your email directly through the open ticket with more information on this and further options. Please let me know if I can assist with any further questions.

  Best,  *********************** - Tzumi Customer Support

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  FitRx Pro massage gun purchased 8/19/23. 1/16/23 contacted tzumi support because the product would not charge. 1/17/23 **** from tech support responded. He needed proof of purchase. I obtained this from ******* and responded with the receipt on 1/20/23. 1/29/23 I followed up with a second email. As of 2/10/23 He has not responded.

  Business response

  02/13/2024

  Hello ******, We received your copy of receipt on January 20th and in order to process a replacement we ask that the defective massager is returned to us.  We responded to your email on January 26th providing a pre-paid shipping label.  I have attached the label here as well. Once the item is received we can process a replacement.  Please respond to your open ticket with your shipping address so we can speed up the process.

  Best, 

  Carly - Tzumi Customer Support

  Customer response

  02/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  I would like to note, for record, that I did not receive an email from the business on January 26th. 

  I now have the shipping label and will forward the defective product in accordance with the instruction. 

  I reserve the right to proceed with the matter in the event that I do not receive another massager or refund.

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

  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a Profit percussion muscular messager (model ****) from my mother in law last Christmas. I didnt even open box for at least six months. First time I tried it I seemed to have some odd vibrations. Randomly. Used it probably six times since and it got progressively worse so I took the four screws off to find the issues. Multiple broken parts that are critical to its function. I took some pictures. I wouldnt normally just fix myself but this isnt fixable. I tried to contact manufacturer multiple ways. Left messages. Sent images. Etc. No response. Very u happy with product and feel like it was stealing to charge for a broken product and never return many attempts to resolve.

  Business response

  01/29/2024

  Hello *****,  There has been a previous post on BBB with this complaint that was addressed on 1/24  with the following message:

  "Hello *****, According to our records on your Ticket **********, You originally contacted us on Dec 31st with photos of a disassembled massage gun. We ask that you not ever take apart your product as it is not only dangerous put also voids the warranty. We responded to your email under this same ticket number on January 3rd with this information. You replied to our message 3 hours later saying you haven't heard anything. On January 12th you sent a message saying "Still no reply" so two minutes later we replied with this information for you again. This all happened again yesterday. I suggest you check your spam folder for messages from ********************************** they come as response to your open ticket and original email. Or perhaps you can try contacting us through our live chat portal on our website if you would like more information and to discuss further options directly. Thank you for your time and we hope to be able to help further.
  Submitted: 01/24/2024"

  We have as of this date 1/29 still not received and response or communication attempt. If you are not receiving emails from our *********  or BBB responses, perhaps try a different email or contact through our live chat on the website. 

  Customer response

  01/31/2024

  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 because:

  [Your Answer Here]

  I checked my spam and trash and see no responses from your company.  Id like to continue conversation on this site since I can see your email and we have a third party involved to clear up any misunderstandings.  I took two screws off to simply see why /what was wrong   I also would have fixed if it was simple    To say this voids warranty sounds like your trying to avoid helping ? I can put the screws back if youd like.   Im not asking for reimbursement.  Id like to have a replacement sent to my house and I would be more then willing to send the failed one back to you with your paid shipping label     Im a very understanding customer and dont like to contact manufacturer unless its a major problem like this     I would think you would want a product that customers enjoy and tell their friends about.  Hopefully you can make things right for this customer    

   

   

   

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

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

  Business response

  02/07/2024

  Hello *****,
  
  As originally stated, the massager is no longer covered under warranty if it has been taken apart.  I do understand that you have been having a frustrating experience with this communication as we can't seem to confirm why the emails aren't going through to you.  I would like to be able to approve a replacement for you but I will need the proof of purchase to file a claim.  For this we can use a copy of the receipt, gift receipt, order confirmation or packing slip.  We will just need to be able to see the retailer and date purchased.   With this I can have the new unit shipped out to you.  Please provide the ****************** address. 
  
  Best, ****************************** Customer Support

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vacuum product of Tzumi from Wal-Mart, which came with a 1year manufacturer warranty. The unit died within 6 months.I have spent hours on the phone and via live chat to address the issue and attempt to file a warranty claim, but the company makes you jump through incredible hoops.I met all requirements, submitting multiple photos and videos of the malfunction and attempting troubleshooting steps. However, nothing worked.Ultimately, I was told the unit was no longer manufactured and supported and no compensation was available. This is a fraudulent company that changes product models often to prevent offering support for their poorly made products.Their warranty claims are fraudulent and these customer misinformation practices should be punished.

  Business response

  01/23/2024

  Hello *****,  I apologize if there has been confusion on behalf of your HydraClean and any issues you have been experiencing. Unfortunately, we are no longer manufacturing this model so we have offered as a replacement the Gift Card in excess of the original amount paid not considering wear and tear of prior usage. If this is not satisfactory, I can offer to supply you with a pre-paid shipping label to send your full HydraClean in for examination and repair.  We will have our department locate the malfunction and find a resolution for you.  You must send in right away.  If you would like to proceed, please respond directly to your ticket and I will supply the shipping label for you. 

  Best,

  *********************** - **************** *******

   

  Customer response

  01/30/2024

  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]

   

  thank you for the response. I'm looking for further clarification on your proposed resolutions. 

  Can you please specify the amount of the gift card being offered, for use on your website? Would it be electronic delivery? 

   

  Alternatively, for the return option, do you have an estimate of the time to fix the issue? 

   

   

  Thanks, 

  *********** 

   

   

   

   

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

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

  Business response

  02/09/2024

  Hello *****,

  The Gift Card we are offering for our website is $150 and can be used on anything you like.  It is electronic delivery right to your email. If you would prefer to return the unit for repairs, we would offer you a shipping label to send it in free of charge. Once received we will contact you to inform you of any issues we found.  It will only take 3 business days to complete testing and then we will inform you of the tracking information for the repaired vacuum. 

  Best, *****

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been trying to activate the **** VAC **** product warranty for 6 months via live chat and I can't. The vacuum cleaner stopped working and despite some contact via chat, I was unable to get an effective response to resolve my problem. SERIAL NUMBER: **********

  Business response

  01/11/2024

  Hello *********************,  I'm afraid your information is incorrect.  You and I just chatted on January 8th at which time I helped you with your warranty on the product and provided you with the order number (*******) for your replacement which I had shipped out for you. Your ***** Tracking Number (************)  Shows the expected delivery date is tomorrow January 12th.  You will have a brand new vacuum at this time. This information was sent to you via chat and the email you provided here, on January 8th.  

  Thank you for your time. Please let me know if I can assist with anything else.  

  ***********************-  Customer Support Manager

• Initial Complaint

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ***** Email: RocktheAkuma <*********************>Sat, Dec 30, 2023, 4:31PM (7 days ago)to CustomerServiceNBCShops ---------- Forwarded message ---------From: RocktheAkuma <*********************>Date: Sat, Dec 30, 2023 at 3:41PM Subject: Ionvac SmartClean V2 spinning in circle and when charging it keeps trying to move To: <********************************>Ionvac SmartClean V2 spinning in circle and when charging it keeps trying to move. it does not turn right direction but will go left , back, and forward on the remote, and also will not change modes. Fowarded to the today show, and then fowarded from a follow up email:ticket ID is #********** Re: Ticket created: Ionvac SmartClean V2 spinning in circle and when charging it keeps trying to move #********** RocktheAkuma <*********************>Sat, Dec 30, 2023, 4:29PM (7 days ago)to Technical ticket ID is #********** Full Name ************************** Which Tzumi product is your request about? (Model Number)Smart Clean robovac v2 (sold from as seen on the today show with **** and *****)Serial ********************* on the Product)S/N: ********** Ticket message:Ionvac SmartClean V2 spinning in circle and when charging it keeps trying to move. it does not turn right direction but will go left , back, and forward on the remote, and also will not change modes. not hearing back from them the entire time i recieved this final email from today show support:Today - ******************** Shops Wed, Jan 3, ******* (3 days ago)to me Thank you for contacting the TODAY ************** Team!For customer service inquiries, please contact the brand directly. We've copied all of the brand info below.When reaching out, please be sure to share your order number with them. IONVAC (robo vac): ************************ Thank You,***** TODAY Shops Team I fowarded the email and again and i cannot get thru there phone the days since. they are not responding or caring about the product and we need it for our health.

  Business response

  01/08/2024

  ****************,
  It's hard to determine directly from your description here if the problem you are experiencing is an issue possible with some sensors on the vacuum or the remote itself.  If it isn't able to turn right, this could actually be a problem with the bumper of the vacuum that will require adjustment.
  
  At Tzumi we offer a one year manufacturer's warranty to offer assistance and repair of our products.  To file a claim for assistance, we just need the receipt which you have already provided.  I'm going to proceed with providing you a pre-paid shipping label to send in the unit for full testing and repairs.  Please thoroughly clean out the vacuum before shipping.  Please use the attached label to send in the vacuum with remote and dock.  The label is attached to your open ticket ***********
  You can also use the attached video to test the bumpers of your device first.    ***********************************************************************
  Best, 

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

  Customer response

  01/10/2024

  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 only if i received set label which i have not yet in the mail and then a repaired ionvac i will then consider the matter has been resolved. As of now i am waiting for said shipping label which i do not have. I do not own a printer or car so if i need to drive or uber to a location it may be very difficult. However i like to pursue this resolution 
  
  Sincerely,
  
  **************************
  
  
  
   
  
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this wine cooler is January 2023. I contacted ********* in March because the cord was very hot; I was told it was normal. The cooler quit working in May. I sent numerous emails to Ion Chill but they are ignored.

  Business response

  12/28/2023

  Hello *****,  I'm sorry to say it looks like your replacement wine cooler wasn't shipped out yet.  We just need to know your shipping address and I'll have a new unit sent out for you.  Please send your shipping address to our email ********************************** and I will reply with your order confirmation number for the replacement.  

  Best, ****************************** Customer Support

  Customer response

  01/12/2024

  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

  12/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hi,I bought 2 "FitRx SmartBell XL, Quick-Select Adjustable Dumbbell, ***** lbs Weight, Black" from ******* (on Nov 23, 2023, Order# *******-********, TZUMI Item No. 9034SC, Style: 9034SCM). One edge of one of the bases is broken and hence we can't adjust the dumbbell weights. Since we just bought this new item, can you please ship a replacement base for free to the following address as soon as you can? I have attached ******* order page, picture of broken Dumbbell base (I attached tape at edge that is broken), picture of Dumbbell shipping box that has item details. My email to ******************************** on this was sent on Dec. 18th 2023 and even after repeated prompting, I have not received any response even after 9 days. During these 9 days, I have also tried Tzumi's support phone # ************** and for the past 9 days it has the same message - the phone is temporarily down. I even tried to chat with Tzumi's support online at ********************************* - it wont even get me to a love person to chat. Non existent customer support!Thanks,************************************** Our Home Address: ****, ********************************************************************** ******* Email: ****************************

  Business response

  12/27/2023

  Hello *******,
  My apologies for the delay in response.  We currently do not have replacement weight trays in stock for this model so I will need to replace the entire unit.  Thank you for providing all of the needed information to file a claim under the one year warranty.  I will order your replacement right now and have it shipped to the address you provided: The order ID and shipping information has been sent directly to your email. Please let us know if you have any other questions or concerns.
  Best,
  ***********************-  Tzumi Customer Support

  Customer response

  01/03/2024

  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

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the Ionchill Portable Countertop Icemaker on Oct 18th. The item worked well at first then I began to experiences with it causing error and not producing ice. The item keeps flashing add water but the water is completely filled. I contacted Tzumi on Monday Nov 13th by email as that is the only way to communicate with them. They claim to offer a chat option on their website for support however it doesn't work. They also DO NOT publish a public 800 number for support either, offer very limited ways to contact support. After my attempt to contact I still have not received any communication from any support agent at Tzumi and at this point would like a refund or replacement of the item.

  Business response

  11/17/2023

  Hello *******,  I do apologize for the delay in response as we are trying to get caught up with everything at this time.  I will personally be happy to help you get any issues taken care of with your QuickCube Icemaker.  I have responded to your original email ticket with some troubleshooting that might help repair.  I also included instructions for our one year warranty so if you would like, we can proceed on that route.  I look forward to getting this all taken care of for you.  

  Best, ***********************

*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. ↩