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:07/18/2024

  Type:Sales and Advertising 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.

  Last December I purchased a tri-rider tricycle. Initially when I received the unit, it had shipping damage. The company sent me a replacement basket. According to the company I understood that the bike had a one year warranty. After assembly the rear end of the trike was out of alignment and never went together correctly. Apparently the company is now telling me the parts are out of warranty, even though the bike never successfully made it on the road for a ride. The company is playing games and I am extremely unhappy.

  Business Response

  Date: 07/18/2024

  Hi ***,

   

  You are correct in that you purchased your trike from Upzy on Dec 20, 2023, so about 8 months ago now.  We resolved everything for you upon shipment. Currently 8 months later you're reaching out to us and sending us pictures of a worn and used trike in which you demanded free replacement parts for which you said is still under "warranty."  The warranty is not 1 year.  The warranty also does not cover usual wear and tear. Your pictures indicate there was wear and tear on this trike, which is completely normal after it's been in your possession for 8 months.

  I was in the process of helping you source these replacement parts for you to purchase, however ****** does not currently have the parts you're looking for, so I informed you I will update you when they do.  Even if you wanted these parts, they are not available right now.

   

  Thank you,

  *******

  www.upzy.com

   

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 22006894
  
  I am rejecting this response because:
  According to your website this frame and according parts should be under warranty. This bike was damaged either in shipping or when built I had problems with it before I ever used it. The same damage caused axle warping and tire wearing problems. This only becomes evident after riding and using the bike. I have rode this bike less then 50 miles and becuase of the original shipping damage caused multiple other problems. You are aware of this because the company sent me a new basket but unfortunately there was multiple other structural damages that the only way I could see was after normal wear and tear. I spent over $1000 on this bike and have nothing but problems. The bike was purchased last December and there is no excuse for the problems I have had. I reject what you say. 

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

• Initial Complaint

  Date:05/03/2023

  Type:Sales and Advertising 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.

  They sold me a kids "go cart" which stated free shipping for a few days. I paid then they contacted me telling me I had to pay $288. for the free shipping. I asked them to cancel the order and they demanded a cancelation fee of around $100. This feel like a scam. They will not cancel the order so paid the $288 - hoping something will show up. now i really feel scammed. I want a refund for the $288 " Free Shipping" .or I want them to cancel the order.

  Business Response

  Date: 05/05/2023

  The customer is mistaken on all counts. We have already explained clearly to the customer, but she has refused to admit her own fault and responsibility. More than 90% of our items have shipping included in the prices except for a few go karts/ATVs/scooters, etc. These items allow for the customer to pick up the item at a warehouse for a reduced price. This is clearly stated on the item's website listing itself AND also on our shipping information page. When a customer chooses to purchase one of these items, they have to select an option to either have it delivered to them (for a higher price) or pick it up from a warehouse (for a lower price). This customer knowingly chose the option to pick up from a warehouse, but upon contacting her about it, she threw a huge tantrum and started threatening us. We showed her all the evidence, but she was too emotionally invested in her self-righteousness to admit any mistake on her part. It seemed like she was aiming to get the item delivered to her, but with a reduced price, thereby "cheating". Our cancellation policies are clear, but she still chose to pay the additional $280 (not $288 as she mentions) to have the item delivered to her. Rather than have to potentially deal with the customer on credit card disputes and whatnot (our experience with many customers indicate this type of customer will do any means to try to "win" because of their own self-righteousness), we have cancelled both of the customer's orders, which includes the additional payment. We see that the customer has an online store herself and hope she does not face a customer like herself. Thank you.

• Initial Complaint

  Date:10/05/2022

  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.

  We purchased a 36v 500w ($762) electric quad for our 8yr old son from UPZY.com. Were looking for something he would have for a couple of years. It was written in their Specs section that this specific quad had a top speed of 15mph. After receiving the item and putting it together, my son got on it. It was a lot slower then the website stated. I assumed ut was set at the low setting, so I researched online how to get it to the high speed. After researching it with the actual manufacturer, it only has a top speed of 10mph. We contacted UPZY and asked to return it. They advertise 100% Cusstomer Satisfaction. They responded with their return policy. It states a 15% restocking fee and we have to pay for the return shipping. When I wrote back that we were fooled by their falsely written description of a 15mph top speed and we didnt feel we should have to pay any fees, they responded with disclaimer that is somewhere in their site. That disclaimer apparently states that we were supposed to check with them on whether or not their listed specs are actually factual. That is not fair and it is a suspect method of trying to get away with their own mistake. They have since stopped making contact with us. We want a full refund. We have proof of their mistake and false advertisement by way of screenshots from their site. This a bad business tactic and they need to be held accountable.

  Business Response

  Date: 10/06/2022

  As we have already responded to this customer, we have a product disclaimer (https://www.upzy.com/pages/product-disclaimer) that is agreed upon by all customers purchasing from our store in our Terms and Conditions (https://www.upzy.com/pages/terms-and-conditions). Usually, if a particular specification or feature of an item is of utmost importance to the customer, they would double-check with us first. It is the customer's responsibility to read through the Terms and Conditions before making the purchase from our online store. Therefore, since the customer has agreed to it, he should be held accountable to it. 

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18169704
  
  I am rejecting this response because:

  It makes absolutely no sense that I should need to verify what the buisness has listed as the specs. Why even list the specs if they are false? Having that disclaimer is just a cop out to their mistake. They advertised the product with the wrong information and won't take responsibility for their mistake. It should not be on me or any future customer to have to verify whether or not their listing is true. Why would anybody question what it says? The company had it listed that way, it was false, now they should simply apologize and refund me the money. If litigation is the only way to handle this, that is what I will do.

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

• Initial Complaint

  Date:07/18/2022

  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 a grill that was listed as in-stock. Then the company called and told me it was out of stock, so I upgraded the grill. Received it, the box was open/missing parts and item defective. Acquired parts on my own as I was told they were out of stock. Was not allowed to return the grill unless I paid return shipping, was was more expensive than the parts.Was not helped or treated well. I was essentially sold on an "upgrade", because the original grill was on backorder. I ordered in May and still don't have a working grill. I would have spent less money and had the original grill had I just waited.Email chain attached.

  Business Response

  Date: 07/27/2022

  Customer did not report box as open when order item was delivered. We were only informed 10 days after and no evidence (pictures) has been provided on that till now. The initial missing parts are to be supplied under warranty by our distributor (where the order item shipped out directly from). However, the customer managed to get these initial missing parts directly from the manufacturer. When she received these parts, she found out a few electrical parts were not working on her order item. These electrical parts are to be supplied under warranty by our distributor. The manufacturer also stated that the order item can still function without these electrical parts. The customer has decided to purchase these electrical parts on her own and not adhere to the standard warranty policy. She has an open Paypal dispute with us now trying to claim the amount she spent on the electrical parts. She currently has all the parts and a working order item.

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17582196
  
  I am rejecting this response because:

   

  While that is a correct response, I purchased the parts on my own.  No one ever asked me if the box was open, or asked me for pictures of that when I told them parts were missing.  I requested what photos they asked for but didn't think to take photos of the open box, and was never even asked about the packaging.

   

  My initial purchase was an lower priced model but it was out of stock until the end of July.  So I was given the option to upgrade, which I did. Then when I reported the missing parts, I was told they were on back order till august.  So asked to return the entire grill and was told I could, but I had to pay return shipping.  So I contacted the manufacturer and shared the communication from the seller. To which the manufacture said they recommended using a different vendor moving forward, and apologized to me.  Then the parts came, I had to pay to have them installed, only to find the grill now working as intended.  Yes, it worked whiteout electrical parts but my husband was burned trying to light it without the ignition working.  I again was told August until these parts were ordered.  However, I was able to obtain them in a more timely manner.  If I would have stuck with my original order, I would have had a working grill PRIOR to when I had the "upgrade" that I paid for, in order to have it sooner.  

   

  Yes, I also have a paypal dispute, because I am trying to right this wrong.  Especially since the communication with vendor lacked much to be desired.  I should not have had to pay for the parts - i should have been allowed to return an item with missing parts (whether the box was open at receipt or not, the parts were missing and not had to pay $100s of dollars to return it.  I paid for a fully functioning grill, thousands of dollars, and did not receive that.  Nor did I receive appropriate support.
  
  Sincerely,
  
  ***********************************