ComplaintsforAosom LLC

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on February 5th, 2024 through Amazon, order number 114-5409157-8667435 for a Pawhut Raised Pet Feeding Storage Station with 2 Stainless Steel bowls for *****, with tax ******. This was delivered on February 10, 2024 and promptly put together for use. This was used by 1 dog, indoors for water and dry kibble only. I never used the storage container.I am beyond concerned to have discovered in the course of 4 months the amount of mold growth that has occured. Upon finding the reviews on their Amazon page for this item, I have since discovered many other similar reviews and complaints about mold. This item has zero sealant, lamination or any type of protective coat used for the intended purpose of an animal drinking and eating off this. They are purposefully selling defective products and misleading consumers.Aosom/ Pawhut is very aware of these complaints and has done nothing to rectify this product and continues to sell this on various platforms. I want an immediate refund regardless of Amazon's return policy and think this company should be investigated due to the dangerous nature of these products. I contacted the company via Amazon and spoke with "*****" who refused any type of refund or warranty.

  

  Business response

  07/10/2024

  Hello, 

  After looking into this with our customer service department, I was told this case was already taken care of by a different rep and refunded. According to our side in the Amazon marketplace, they released the funds back to the buyer on 7/1/2024. 

  Because of the mold that grew in the bowl with water, I believe this can happen naturally. I looked online with an AI search and received the following information...
  
  You
  Sent by you:
  Can stainless steel items grow mold from having water in them?
  

  Copilot
  Sent by Copilot:
  Certainly! While stainless steel itself is not porous and doesnt naturally support mold growth, water can still create conditions for mold to thrive. Heres how it happens:
  Surface Contaminants: If theres any organic material (like food residue or dirt) on the stainless steel surface, water can provide a moist environment for mold spores to settle and grow.
  Condensation: When stainless steel items are exposed to temperature changes (e.g., cold water or beverages), condensation can form. If this moisture isnt wiped away promptly, it can lead to mold growth.
  Humidity: High humidity levels in the surrounding environment can contribute to mold growth. If your stainless steel items are in a consistently humid area, mold may develop.
  Stagnant Water: Items like water bottles or containers left with stagnant water can become breeding grounds for mold. Make sure to clean and dry them thoroughly.
  To prevent mold on stainless steel:
  Regularly clean surfaces.
  Dry items promptly.
  Keep humidity levels in check.
  Remember, mold can be harmful, so its essential to maintain cleanliness and prevent moisture buildup!
  
  So, it is a good practice to rinse out and wash animal water (and food) bowls regularly, because of the bacteria and food that is in the animal's saliva can begin to grow. Those who do this regularly know this to be true as they find a slimy film that appears on the bottow and walls of bowls.

  Thank you

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a kitchen island on 6/3/2024 was informed it would be delivered by 6/10/2024. I originally purchased through my local Target in **************. I've contacted both parties and told they don't know where the item is at. They took my money immediately I have fed ex # of #************ . Third party AoSom is to deliver it with item # An item from order #*************** . Their contact is ***** S.W. Kingsmen Rd. *********** OR ***** Phone: ************.I would like the item here today or a refund of the amount I paid. Thank you so much for your assistance

  

  Business response

  06/17/2024

  Hello,

  We are sorry to hear you have not received your order. Upon checking, the package still has not been scanned into the system, so we will consider it lost in transit. We have reshipped a replacement via ****** tracking# 776872621890. It has been scanned into the system and shows an ETA of Friday 6/21/2024. 

  Thank you

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This has been going on only since Sunday nite, 04/21/2024; I have tried 3 separate times to purchase an industrial sized mop bucket. I saw it advertised online for $99.99 ,free shipping and tax only $8 and change. I entered all their required information only to see it was "cancelled", as was the 2nd one and the 3time this morning , 04/26/2024. Each attempt followed by a phone call hoping for a reason this was occurring. I spoke with some woman, 2nd and 3rd time I spoke to *****. She explained it was my bank as ***** did the second time followed by suggesting to me to check with ******** Amazon or Lowes and ***** I did but the buckets they handled wasnt: 1) as what the same quality as I thought was in AOSOM's picture and, 2) not near as expensive! after the 3rd attempt its order showed my account number and a timer that was counting down on my "NotPaid" status so I called again and there was no answer. My bank again repeated to me that my account had plenty of money in it and to call again. I decided Id had enough and sent them an email that I would report this "BATE and SWITCH" scam they was running (in my opinion), was going to be reported to the BBB. I see that this will be their 14th complaint and I noticed their low rating, also. I doubt they care. I would not settle for anything less than a great big,fat, black-eye that was unable to hide from the public and even if they was put out of business as folks like these give honest, hard- working, online companies bad names. I also hope this isnt a waste of my time as I think highly of my time , Aosom,( pronounced Awesome, and they arent!) could care less and it shows in their excuses and blame-throwing !! I thank the BBB for allowing me the space to blow my whistle! now this ball is in the BBB's hands. *******************

  

  Business response

  04/29/2024

  Hi BBB,

  Regarding this complaint, we use a 3rd party anti-fraud company that checks and verifies information given at the time of purchase, name, address, phone number, email address, against the credit card.This person was declined by this system. When a transaction is declined, it automatically voids the order started on our website and does not send it over to our warehouse management software to fulfill, because it hasnt been paid for.

  I dont know if this person is legitimate or not and is trying to find out the specifics of why they were declined (which dont get shared), so they can try to work around it. We (and most companies) run into credit card scammers daily and have to rely on these 3rd party anti-fraud companies to keep us safe from losses.

  Whatever item she was trying to purchase, was more than likely purchased by many people that day or around that time. It was recommended to purchase on those other websites, because they have our products also, so if she had made purchases on those sites before, it is possible she may have been able to do so again for this item.

  I wanted to give you this information as a more detailed reason for this situation, since I am only going to reply to the complaint in a very short and concise manner. On a side note, she stated we have a low rating on BBB, yet last time I checked we were at an A+ rating. This complaint appears more to be an attempt to coerce a purchase from us and bypass our anti-fraud security company. We will not be allowing this purchase.

  Thank you.

  

  Business response

  04/29/2024

  Hello, 

  After checking with our accounting department about this purchase request, I was informed that the purchase attempt was declined by our 3rd party anit-fraud company. When this happens, the attempted order is automatically voided and not sent onto our order fulfillment software. 

  The other websites we had mentioned, also carry our products, so it was possible to buy the same item on their website if you already had a history of purchases with them.

  We're sorry for the inconvenience. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Asked for an owners manual for HOMCOM lift chai/ recliner. Was told I would have to pay $5 for it. Then charged $46 ("refundable" they say -- lots of luck). I want an owners manual so I can strip this HUGE chair down to it's basics.

  

  Business response

  05/01/2024

  Hello, 

  After reaching out to our customer service department, they informed us the original message from the customer was actually from 2023 where they only messaged in one word (see attached). Until this complaint, we did not know the customer needed a copy of the manual for the chair they had bought back then. Our CS department has now sent a copy of the manual. 

  Regarding a $5 charge for the manual and a $46 charge. We do not nor have never charged for a manual. We also have no mechanism to charge a customer for anything except when they place an order on our website for new products. 

  Thank you

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an Outsunny 10' x 6' walk in greenhouse through Bed *************** Two pieces of support for the roof system and several bolts were missing. This was the last two roof pieces to be installed. the last of 4 pieces of completion. After contacting them they said they could not get any parts but i could send it back for a refund. the greehouse which is not feasible at this point. it is installed and needed many extra supports to make it sturdy. ie 4x4s. I also contacted Aosom and they said they cannot get parts for this product either. There is no way that i have found to contact the manufacturing facility that I can find.

  

  Business response

  04/23/2024

  Hello,

  I contacted our customer service department and they let me know they had placed a replacement order, which should be shipping by tomorrow. 

  Thank you

   

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/3/2024 Received My order, PawHut Outdoor Dog Kennel Galvanized Steel Fence with Cover Secure Lock Mesh Sidewalls for Backyard 181/" x 181/" x 91.25/""and one of the support poles were bent upon receipt (which i had to purchase another one bc I didnt want to deal with a return process just for a pole). But then the first storm of the season, the thing fell apart, cover fell and the supports that hold that snapped! This product is not worth almost $600 to last for less than 7 days. I emailed company, they offered shipping labels or $130 discount, if i can fix it myself (forgetting that I already spent that much to replace the original damaged pole. So, now I have to buy boxes similar sized box as the original or a box no longer than ********************************************************************* my backyard and a loss of now over $700. This is not a good product and their product reflects their customer service.

  

  Business response

  04/16/2024

  Hello, 

  I've reached out to our customer service department requesting information and photos submitted by the customer. They confirmed the same situation the customer explained, but said they received no photos from the customer showing the collapsed and damaged kennel. This is the reason they had requested a return of the kennel to refund the order. 
  
  If possible, if photos can be submitted either through the email thread or here, showing the kennel is collapsed and unusable, we can re-evaluate if the return is necessary. 

  Thank you

  Customer response

  04/22/2024

   
  Complaint: 21570336
  
  I am rejecting this response because: I have submitted photos already. *** already started taking it apart to junk it, the photos clearly show that the poles are bent and damaged. Again,  the product came in damaged and I already had to spend money to replace that, only for it to fall apart days later. 
  
  Sincerely,
  
  H ******

  Customer response

  04/22/2024

  attached photos here that was sent to company originally 

  Customer response

  04/22/2024

  attached photos here that was sent to company originally 

  

  Business response

  05/03/2024

  Hello, 

  I was informed by our customer service department that the order was refunded on 4/24/2024.

  Thank you

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Timeline:1/31/24 - I placed an online order for the "outsunny chaisse lounge - set of 2) in the amount of $376.29 via the Aosom website 2/6/24 - received the furniture and my husband attempted to assemble but was not able to as the holes did not line up with the screws. I called the business and they said I needed to send pictures - no further info other than send pictures. I asked to have a manager call me back and was told someone would call within 24 hours. 2/12/24 - I did not hear back from anyone despite multiple attempts ( via email feedback) to restate my case about the defective product. I submitted pictures and was told someone would get back to me within an hour 2/13/24 - No one from Aosom called me back so i called and was told that I did not understand how to assemble furniture and they suggested I hire a handyman 2/15/24 - I had a handyman look at the furniture and he stated it could only be put together with additional drilling. I send this to the company in an email and was told I could return the product. 2/28/24 - I returned the product on or about 2/20 and was only given a partial refund of $301.05. I am still owed $75.24 as i should not be liable for return shipping on a defective product.

  

  Business response

  02/29/2024

  Hello, 

  After investigating this order, our CS department has submitted to our accounting department for the remainder of your refund for the order. The reps involved are also being coached on how this should have been handled. We are truly sorry for how this situation went wrong as this is not how it should have gone. Please allow 2-5 business days for the refund to be reflected back to your original method of payment. 

  Thank you for bringing this to our attention.

   

  

  Business response

  02/29/2024

  Hello, 
  

  After investigating this order, our CS department has submitted to our accounting department for the remainder of your refund for the order. The reps involved are also being coached on how this should have been handled. We are truly sorry for how this situation went wrong as this is not how it should have gone. Please allow 2-5 business days for the refund to be reflected back to your original method of payment. 
  

  Thank you for bringing this to our attention.

  Customer response

  03/05/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered and received patio furniture in March of 2022. In ****, I got to use the item from about 3 months. Cushions faded in that time. I reached out to ********* who was supposed to assist in warranty. Gave us email and phone number to call. Sent multiple emails and calls and no one responded until after we were out of warranty. I even sent pictures of how bad they are and nothing. Now the company is actually responding and is saying the system locks down and they can do nothing and supervisor cannot do anything either so no point in talking to her. I asked about just ordering the cushions and supervisor doing a credit and they said they don't sell just the cushions so they cannot do that either. I am unsure why, after 6-8 emails and multiple calls that no one would respond until after I was out of warranty. I paid $952.78 for good furniture, I just want the cushions replaced and I have been given the run around.

  

  Business response

  01/24/2024

  Hello, 
  
  We contacted our customer service department and asked them to look into this situation. This is what was told to us...
  
     * We have no order we could find that corresponds to the customer's name and ********* going back as far as 2021. 
  
     * There has been no correspondence we could find from the customer's email they gave in this complaint.
  
     * The only contact found from the customer's phone is from today when they were told this order was out of warranty (one year from purchase) based on what the customer stated as a purchase date, and that we do not have cushions or cushion covers to purchase. The cushions are all prepackaged in the boxes with the set and not sold separately.

  Thank you

  Customer response

  01/25/2024

   
  Complaint: 21191558
  
  I am rejecting this response because: the purchase was done in March of 2021 which was told to them when they talked with me yesterday finally. My husband had been emailing so the email would not be the one listed on the complaint. It would have been ****************** he is also the one that called multiple times at the beginning, but it was busy with work and travel at the time of the issue arising and still under warranty. 

   

  I am completely confused as to why the packaging team cannot simply ship the cushions. If not, then send me a check for the value of replacement ones and I will get them elsewhere. Something can be done, no one wants repeat customers anymore? Totally baffled that below sub par service is now acceptable.
  
  Sincerely,
  
  *************************

  

  Business response

  02/05/2024

  Hello,
  Even with the other email given in the previous response, we have no record of any emails from this one either. I also looked back to the first message of this complaint in case I missed any other information for me to find the order, including a screen shot of the original order confirmation from Overstock, but found nothing.Being this was said to be an Overstock order, all customer service is handled by ********* and fulfillment partners like us, do not have access to those communications,although if there is an issue with a product brought to Overstocks attention,they will reach out to the fulfillment partner for help to resolve the situation.
  

  As previously mentioned, the customer stated this order was from March 2022, so the warranty expired the same month of 2023. It is nearly 1 year outside of warranty, so nothing is covered under warranty. As for a packaging team, we have no such team. As also previously mentioned, all products we have are prepackaged as a set from the factory; for an outdoor furniture set, as an example, that ships in 3 boxes, each box was prepackaged with the various parts comprising the set as a whole. No individual parts are sent to us by the factory. We get an order for the item and just put labels on the boxes for the set and ship them.
  

  A casual look on a popular marketplace brought up a number of listings selling replacement cushion covers for outdoor furniture. Here is just one example with various colors available:
  

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

  Thank you

• Initial Complaint

  01/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  About 2 years ago, i cannot recall or remember or have records i ordered something from this company. I had to give my contact information so i would receive an order confirmation and tracking number. Now every 6 months or so i get marketing solicitations. I thought that i have deleted my email address some time ago but it was reinstated. I just spent time emailing this company to delete my email address. Response was that cust service could not do so. After several emails and frustrations i located my account and then deleted the entries. This morning i recd another email from cust service. I have done everything i can to stop the spam, scam, junk, solicitations, pshing emails maybe in ******************** and correct this company. A customer should have the right to judge what personal information is used and by whom. I SHOULD NOT HAVE TO CONTACT BBB TO GET ASSISTANCE WITH THIS ISSUE.

  

  Business response

  01/02/2024

  Hello, 

  We are sorry for this inconvenience and have forwarded this situation to our IT to investigate and remedy. Please allow a few days for this to finalize. 

  Thank you for your understanding. 

   

  Customer response

  01/03/2024

   
  Complaint: 21080723
  
  

  I am rejecting the companys response due to fact that just because they sent a message to the IT department to investigate does not mean that the situation will be resolved. The company response also requested *********** to remedy the problem. If my situation and problem is just routine or marked no rush or standard response time, then this opportunity may take weeks to clear up. No time factor was given to *********** to fix or resolve. In the meantime, I may continue to get marketing, solicitations, junk, spam, pshing etc emails from this company.

   

   

   

  I would like to know when the company fixes the problem.  

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

  

  Business response

  01/04/2024

  Hello, 

  As you can see in the screen shot attached from yesterday, the customer had sent an email, but instead of replying and upsetting him further, our CS supervisor made a screen shot of the initial mailing he had complained about was sent to our IT. Unfortunately, he reached out again in the afternoon as shown in the screen shot. It is again being closed without response as not to try and upset him further. 

  Hearing back from our IT, the email notification had been sent to remind him to use any points accumulated because the program was ending at the end of 2023. Due to his emphasis on not wanting any emails, they have relayed that they have cancelled these points now and closed his subscription. 

  Hopefully, he will not continue to send more emails. If so, we will try not to respond.

  Thank you

  Customer response

  01/08/2024

  OK, that they have closed my subscription, however, I need say I never created or agreed to any subscription.

  He or She said that hopefully I will not receive any more emails (I assume for them).

  All I can do is to wait and see if Aosom sends anything. If so I will create another situation for them to try to resolve.

  That being said, I have to take this persons word that email will stop and we can close the case.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Outsunny 9ft Inflatable Santa Claus with Two Penguins, Christmas LED Display on December 7th 2022, Couple of weeks ago I took out the inflatable and the lights and pump are not working. I have called Aosom twice already pertaining the 1 year warranty and they told me they cant do anything about fixing it because they dont have the parts and they cant replace it because the item is out of stock. The even told me to contact the vendor: Overstock.com for resolution, which I did. Overstock stated the warranty comes from the manufacturer and not the vendor. So here I am with an inflatable that does not inflate, less than 365 days ago I bought it and Aosom is trying to brush me off.The warranty on Aosom's website states: "This warranty covers any defects in material or workmanship in all new Aosom products (as covered by this warranty). Only products sold by an authorized merchant, retailer or through official marketplace transactions are covered.

  

  Business response

  12/05/2023

  Hello, 

  We reached out to our customer service to help resolve this issue. They have informed us that they came to a resolution with the customer providing a replacement.

  Thank you

  Customer response

  12/18/2023

  Hi- They did send me a replacement which one week later is no longer working.....

  

  Business response

  12/27/2023

  Hello,

  Our customer service had reached out to the customer to let her know we would be shipping out another replacement. Due to the holiday, we even shipped it express shipping and the replacement was delivered on Wednesday, 12/20/2023 (a screen shot is provided). 

  Thank you

   

*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. ↩