ComplaintsforElement Electronics

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau, I am writing to seek your assistance regarding an issue with Element Electronics' customer service. I purchased a TV on May 16, 2024, for $228.00. Unfortunately, the TV started going in and out, I contacted ONN because it had not even been 30 days. ONN, instructed me to take the T.V. to ********** for repair on July 6, 2024, at 11:00 AM. During this process, it was escalated with the understanding that I would receive a new TV, as I am still within the warranty period. Despite my patience and efforts to contact Element Electronics, I have been unable to speak with a representative. I have left multiple messages, but unfortunately, I have not received any callbacks. Additionally, I received an email advising me not to email further, as it could prolong the process. Could you please help me obtain an update on the status of my replacement TV? I would appreciate any assistance you can offer to resolve this matter promptly. Thank you for your attention to this issue. I look forward to your prompt response. Best regards, Mrs. ********* ** ***** *********@yahoo.com ###-###-####

  

  Business response

  07/22/2024

  Hi there.

  We were able to send you a refund check for the price of the TV.  You are able to go back to the retailer and claim taxes.  The manufacture warranty covers the cost of goods/price of the TV.  Since taxes are different in all states and counties, the retailer may be able to help assist refunding you the remainder of taxes.

  Customer response

  07/22/2024

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an ONN TV from my local ******* on February 16th. I paid around 459 including local taxes and or fees for the store itself. However, outside of taxes and added fees, the TV is estimated to be 429. I was promised time and time again a refund for my television. Moreover, after receiving my product the screen would not turn on, after emailing for a couple of weeks I told they would be able to send out a paper check. I was provided a date of shipment, the check amount, and the check number as well. I waited for the time period they provided which was 10-15 business days and the check never arrived. After this issue occurred, I reached back out to the customer service department. Unfortunately, only to be met with complete and utter disrespect. I have been given false dates of the checks arrival, as well as dates and or times for supposed email updates, whether that be from their claims team or their finance department. I have reached out for months and have yet been provided concrete evidence and or proof of the checks initial shipment and or follow through with the reissued check that was promised. I am beyond frustrated with this company's lack of responsibility, respect, and follow through for their customers. I have been beyond patient and request an immediate refund, seeing as has been four months now. I have made countless attempts to resolve this situation internally, however, this company seems dedicated to wasting my time and money.

  

  Business response

  07/12/2024

  Hello ******,

  We have supplied a copy of the cashed check that was endorsed and cleared.  We will attach the copy of the signed and cashed check here in this BBB response as well.  If you did not cash this check you will need to address this with local authorities.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am absolutely done with this company and I am contacting legal aid. This situation started on April 22nd when I contacted in regards to my defective television. My warranty claim was approved and my refund check was mailed out on April 26th. I received the refund check on May 2nd and deposited the check. Everything deposited fine. The money was available. The next day, I received a message from my bank stating that the check was reversed out of my account due to either insufficient funds from the check issuer or the check was written incorrectly. Now, I understand that these things can happen, so I chatted with ONN and the issue should’ve been resolved that day right? That is not what happened unfortunately. I have been going back and forth with this company for weeks. It has been a month. Every time I contact I hear the same thing: the finance team is working on it you’ll hear back in 24 hours, we’re working on an update, don’t worry we’ll take care of this, etc. the finance team works M-F. They have had ONE MONTH to come up with a solution. This company has been giving me the run around for a month. This is so ridiculous. So now, I’m taking it to social media and a lawyer. I am now going to not only seek my refund, but also additional compensation for my stress and time it has taken for me to get a solution. I am so disappointed and I honestly will never use this company again. I can’t believe this is what I have to do to get a solution.

  

  Business response

  05/28/2024

  Hi *******,

  Please reach back out to our team with an official receipt.  We have called ******* on 6 different occasions and the order number provided is invalid.  We are not selling these TVs for over 700.00, so the $1,169.00 purchase prices had to be validated via *******.com.  The supervisors at ******* and agents suggest we get back with you for a valid receipt from *******.  Thank you.

  Customer response

  05/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I’m not sure what you’re talking about here, but the fact still remains that I paid that price via the receipt and the bank statement of ******* taking that amount out of my account. I have my bank statement as proof. 
  
  
  Secondly, I reached out to ******* and they told me that they do not bridge the gap between ******* and the company. So, there would be no way for them to send the receipt and “include my first and last name”. I’m not sure what you expect me to do as a consumer? 
  
  
  I also find it interesting that you’re contacting me with this information after I reported the company to my social media page and filed a formal complaint. Because the refund check in the amount I paid was sent to me at the end of April. I’m unsure what ******* is “telling you”, but when I called my lawyer, he alerted me that this is not possible especially when my receipt and bank statement match up and I submitted my model number and all information. 
  
  
  I am glad that I decided to take this the legal route. I will also be using this email. 
  Sincerely,
  
  ******* ********

  

  Business response

  05/28/2024

  Hi there, the original receipt is not valid with *******, and we must have a receipt from ******* stating and validating the receipt / proof of purchase.  The original order number on the receipt supplied is not valid within *******.com purchase/order history.  Once we have a valid receipt from ******* for the original purchase, we are happy to quickly issue another check.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase element washer model ETW3725BW May of 2023 had recurring issues with machine. march of 2023 it stopped functioning submitted warranty service request to dealer in April. Dealer and myself communicated with company. Over a week ago they stated they were sending dealer authorization to replace defective unit. They have not. Since Monday I have called 20+ times as has the dealer., multiple calls with both of us on the line. We have been promised a dozen supervisor callbacks but none have occurred. Have been attempted to get defective unit fixed or replaced for over six weeks at this point.

  

  Business response

  05/28/2024

  Hello there and sorry for the delay.  We have sent your receipt and contact information over to our sales team.  Someone will be reaching out to the dealer - they have **** and ********'s contact information.  We will issue a credit memo to the dealer, and they can refund or replace your unit.

  Customer response

  06/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: I do not wish for the complaint to be closed untill the business actually follows through with a promise. If the check is actually issued and recieved I will be satisfied but this far the company has failed to follow thru on all promises. I will update if refund is recieved.
  
  Sincerely,
  
  ***** *******

  

  Business response

  06/20/2024

  Hi there, that is up to BBB.  We had a holiday on the 19th so there will be a delay, but you are in the system and on the list for a refund.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - Purchased a 65-inch ONN TV for $322.59 from ******* on December 29, 2023. - TV stopped functioning on March 30, 2023. - Unable to return TV to store as it was outside of the return window. - Contacted warranty support; they don't have a replacement and I live too far from their Authorized Repair location. - Warranty support decided to mail a check. - Check mailed on 04/19/2024. - Check returned by the post office on April 22, 2024. - Informed warranty support about the returned mail and requested re-issuance of a new check or resend the returned one. - No response received besides the same pre-generated message.

  

  Business response

  05/11/2024

  Hi ******,

  We are sorry to hear you have not received your check.  We will send this to our finance department to stop the current check and issue another one next week.  Please allow us 5-7 business days to adjust this claim.  We have verified your address her in this BBB claim and our internal case with you.  We will be in touch with the new check details, as soon as they are available to us.

  Customer response

  05/16/2024

  
  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 under the condition that I actually receive my replacement check. I will close this case out, however, if I do not receive a response regarding a new check within the next two weeks, which would be 10 business days, actually I will reopen the case and possibly explore further options.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a TV from *******.com on March 13, 2024, it was delivered March 15, 2024. I have had no issues with it until today. I watched tv and turned it off to leave. Got home and turned it back on. There’s a static block about 3-4 inches wide from top to bottom almost center (to the right more) of the tv. I contacted *******.com who had me contact the manufacturer, ONN. I called them and was asked to text a picture. I sent 2, and then later another, total of 3. The lady immediately told me they weren’t going to help me because there is physical damage to the TV. I am not sure how to prove it but there is no physical damage to the TV. I work very hard and struggle, I do not have money to buy a new TV, and I respect and take care of what I do have. I am very upset and have been crying over this situation because I feel it’s very unfair as a consumer that big companies can do this and get away with it. I do not have young children or animals that could have caused damage, there has lot been nothing done to it. I was hoping for a replacement or to have it repaired, instead it’ll go to the garbage. I just hope others are aware of ******* and ONN before purchasing a TV.

  

  Business response

  04/24/2024

  Hello *****,

  We see your case in the system.  We will be issuing a refund to you for the purchase price of the TV.  One of our customer experience agents will be reaching back out to you.  Sorry to hear the TV has lines through it, but we will be able to process your warranty.

  Customer response

  04/25/2024

  
  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

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased an Element Electronics Washing Machine through Walmart in Sulphur, LA. The item was purchased and paid for on March 20, 2024, it should have been delivered on March 22, 2024 from Element Electronics in Dallas, Tx to my residence via Fed Ex. It was actually delivered on March 25, 2024, it was installed on March 26, 2024, it never worked from the minute i tried to use it the first time. I called Walmart and Element Electronics, neither wanted to take responsibility for the return of the merchandise. It was delivered in a box, the box was removed and put at the road for trash pickup which passed the very next morning. When we realized that the washing machine was defective i was told it could not be returned without the original box. Element told me to contact Walmart, Walmart told me to contact Element, both were contacted but no one took any responsiblility. A return was done with FedEx but I will have to pay to have a box built and to ship it back even though it did not work from get go. I just feel like they treated me the consumer like a second class citizen who did not matter.

  

  Business response

  04/16/2024

  Hi there, we received your escalation request and updated your case.  We will be sending you a refund.  

  Case Number: *******

  Check Number:62XXX

  Mailing Date: 18th April 2024

  Customer response

  04/17/2024

  
  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

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a refrigerator from ****** Appliance LLC, on August 15, 2023. Five months later, on January 29, 2024, it stopped working. I tried a different outlet, the fridge still would not come on. The same day, I contacted ***ley, who sold me the fridge over the phone and through email, he told me that he could not honor my warranty because , “his store only sells appliances, they don’t fix them because he is a small business”. Then, he gave me Element Appliance Company, LLC’s phone number. I called and spoke with Krystal, from Element Electronics Customer Experience Team. She asked me to email my information and proof of purchase. She confirmed over the phone that she received my email with everything she needed to escalate my case# (*******)and that within 48 hours, someone would get back to me with a solution to either, “Repair the fridge, Replace the fridge, or give me a full refund for the fridge.” I reminded her that I had recently bought groceries and most items were perishable. She reassured me not to worry because she would make that the case was escalated. After the 48 hours, I called and I was told to wait and someone would get in contact with me by the end of the day. After many days and several phone calls, I emailed them back. Eventually, they said that it was the store’s duty to repair, replace, or refund me for the fridge. Every time I contacted them, they kept promising me that they would escalate my case. Unfortunately, up to this day no one has reached out to me Consequently, I have lost my foods and money. Krystal Element Electronics Customer Experience Team Element Appliance Company, LLC [email protected] TEXT to Service: (833) 250-6588

  

  Business response

  03/11/2024

  Hi *******,

  We are sorry to hear the dealer you purchased this from is unable to get this resolved.  I have escalated this to our appliance team to see if we can get an approval for some compensation for this unit not working.  Once we have authorization we will reach out to you and update you on the details.

  

  Business response

  03/22/2024

  Hello there, *** with ****** APPLIANCE LLC reached out to you but you were on vacation.  Here was his email to us.  ****** is going to exchange this with you and awaiting your call as of last week.

  Hi
  I contacted her.
  She is on vacation now.
  Once she comes back, she will call me, and I can set a date and time for exchange broken ref.
  ***

  Customer response

  03/22/2024

  Hello,

  It is correct that I am currently on vacation and did inform *** of this information. However, after thoughtful consideration, I thought a refund would have been better for me to avoid the same issues in the future. 

  
  Unfortunately, It seems obvious that a refund from the merchant is no longer an option. Therefore, I will contact *** once I am available so that I can accept the swap for the refrigerator after all.
  However, I would like the merchant to please make sure that the refrigerator that I will receive is not defective like the one I have.
  

  Foremost, I would like to say thanks again to everyone, especially BBB! Thank you so much for your time, and assistance in resolving this matter. I greatly appreciate your efforts and fights on my behalf.
  Sincerely,
  ******* *******
  
  
  

  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i bought an outdoor element roku tv last April. the screen is deteriorating. the serial number was written on a sticker on the back of the tv and washed away day 1. I have put in a claim and they keep asking for the serial number. i keep sending the picture and they refuse to process my claim because they don't have the serial number. i have provided them with the receipt and they tell me its under warranty. they do not stand behind their product nor do they read their emails.

  

  Business response

  02/21/2024

  Hi *******,

  We have reviewed your case and will be approving a refund for the purchase price.  Sorry for the inconvenience and our help desk will be in contact with you on the check details.

  Customer response

  02/21/2024

  
  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

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 17, 2023, I started a warranty claim for an Element Outdoor TV EP400AB55R. I purchased it from ******* for $1,298. I provided all info requested, and on September 26, 2023, Element TV said they were issuing a refund, "We've determined the best way to assist with your in-warranty claim is to have your original unit recycled rather than returned to us." Today, over 4.5 months later, I have not received the warranty refund. Instead, I get constant promises (over 32 emails) that the check has been sent and reissued and researched, with even promises to provide tracking that I have never received. I think the evidence suggest that they never issued the refund or reissued the refund on the numerous occasions they said they had (the U.S. mail or other services are not so bad to have every one lost). I also suspect that they are fraudulently making false statements hoping that I will go away. I want a refund now. Below are SOME HIGHLIGHTS of the false statements: 9/30/23: Element stated the check had been mailed, with reference info. 10/25/23: After my follow up, requested me to confirm my email to reissue the check. 10/27/23: Element asked me to give "UPS logistics" another week; stating tracking info is unavailable. 11/19/23: After my follow up, "We have mailed the check through regular US mail, it will be delivered within 8-10 business days." 12/10/23: After my follow up, Element asked for my mailing address AGAIN. 12/11/23: Element stated they've escalated to their Finance Team. 12/19/23 and 1/15/23, and 1/28/24: After my follow ups, all three times Element said they are in "contact with the teams" and will notify me ASAP. 1/29/24: Element stated they'd share check detailed by end of week. 2/3/24: After follow up, Element stated they've "escalated this issue"

  

  Business response

  02/16/2024

  Hi *****. Sorry to hear about the long delay for the check.  The check details in your case have been cashed, however the amount does not reflect the correct amount.  We have finance team sending in a picture of the front and back of the check that was cashed on 10/11/2023.  We think we just closed out your case with the wrong check details.  Once we get confirmation, we will issue a check right away.  We will be in touch.

  

  Business response

  02/21/2024

  Hello *****, new check number is ***** and mailed out to you on Monday -  2/19/24.

  Customer response

  02/26/2024

  I have received the warranty check. Thank you for the resolution. I wish it weren’t so painful but we got there. 

*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. ↩