ComplaintsforNebia

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My Nebia 2.0 shower is falling apart and I cannot contact anyone to help me with my lifetime warranty on the product. The shower head is starting to come apart and the paint coating is flaking. The shower wand seems to be showing stains of rust. I have not been able to contact anyone on my issues.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Nebia 2.0 spa shower 2.0 in 2020 and the product is covered by a life time warranty the device is broken and leaking from The wand.Meanwhile the Nebia 2.0 is literally falling apart the wand is leaking due to a defect Its a similar issue to other complaints raised here Leaving me with a leaky nonfunctioning shower system that I spent over $400 on, i reached out to Nebia service twice in December and received no return contact. I made contact and sent photos of the faulty unit. I was passed around several times and sometimes went several days with no contact. Finally, I was told replacement parts were shipping to me in March and yet the replacement has not been shipped , now 5 months after raising the issue After reaching out again this last month because no parts had showed up, I was apologized to and told that the parts were on their way. And still nothing so Im fed up chasing up the company who have a legal and contractual obligation to honour the warranty that there have. The company advertised as eco friendly but I have a leaky shower which is wasting water due to a clearly defective product.The customer service is non existent The order number is ORDER S-*****

  Business response

  05/11/2023

  Hello Imtiaz,
  
  Thank you for contacting Nebia and bringing this matter to our attention. We apologize for the delay with your part shipment. We are still awaiting for this part to be restocked in our warehouse. We understand it is frustrating not having a working shower and for this reason we can offer the following solutions:
  
  Send you a Nebia 1.0 wand which is similar in function to your current shower wand, the difference is the cover plate/wand face will not 100% match your current model's matte gray finish
  
  -or-
  
  Send you the Nebia Corre
  
  Please let ** know which option you prefer via email and our team would be more than happy to process your warranty claim and get your shower back in working order. 

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to you reference to your company's Nebia Shower System product. I purchased a Nebia 2.0 Shower System in ******************************************************** the device are deteriorating. This is unaacceptable for a device that cost over $500. We have soft city water and our $20 showerhead that is 10 years old in our guest bath still looks new. Meanwhile the Nebia 2.0 is literally falling apart. Leaving me with a leaky nonfunctioning shower system that I spent over $500 on, i reached out to Nebia service twice in January and received no return contact. There is no phone number for them and you must use email. I was made aware that ******** purchased Nebia and finally reached out again early February. I made contact and sent photos of the faulty unit. I was passed around several times and sometimes went several days with no contact. Finally, I was told replacement parts were shipping to me. After reaching out again this last week because no parts had showed up, I was apologized to and told that the parts were on their way. Yesterday I received a rag tag box of parts for the unit. I reached back out as this doesn't nearly fix the problem. I spoke with a lady at Brondell customer service who referred me to ***** and ***** at Nebia. They didn't have a way to contact them directly but said one of them would reach back out. Today I get a message from ***** after sending more photos of the unit and it's terrible condition and was told that the "item is unrepairable" and they would offer me 20% off a new unit. They simply cannot decide to not repair a faulty unit under a 4 year warranty. That is absurd. I am sorry that they discontinued a faulty product and don't have parts but that means you need to make this right. The Brondell rep specifically told me that the problem was that they didn't have the parts because they stopped making them.

  Business response

  03/10/2023

  
  I connected with ***************************** today about his Matte Black 2.0 shower. There are two main issues affecting the shower.
  Arm End caps are coming loose 
  Head Facade pealing. This is a powder coating issue from the factory. 
  
  The solution we have come up with is to replace his Spa shower 2.0 with a Nebia by **** combo in Matte black, as head repair kits are no longer available. 
  
  The solution we have come up with is to replace his Spa shower 2.0 with a Nebia by **** combo in Matte black, as head repair kits are no longer available. I'm following up with *******************, March 13th, to let him know when he can expect his replacement shower to ship.
  

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I really enjoy Nebia's products but have found that if/when there is a problem, the amount of effort it takes to get the issue resolved is slow/inefficient and frustrating. Also, they are participating in the unfortunate trend of younger-generation-owned companies' refusal to provide any kind of customer service or tech support via telephone. This was certainly the case even before the pandemic--so I know it isn't pandemic-related. I understand how tempting it is to run a business that sells to the public and skip the investment in customer service but this is completely irresponsible. Customers are going to have problems and issues and it's not exactly fair to assume they all have the time to process their problems/concerns in a never-ending email chain.I'm further disheartened to come to the Better Business Bureau and find they have an "F" rating. This is a shame, as again---Nebia makes some great stuff.I ordered the Nebia by **** Quattro unit (+ Mat + ***** on their Kickstarter 2 years ago. I received most of my order--but the **** didn't arrive until 6 months after my last piece of this group showed up. I've contacted them now twice about replacing this under warranty as it leaks badly, and they've not responded. Without a customer service phone number, there's been no way for me to get any satisfaction on this issue quickly or efficiently and I had to ONCE again, only email them. I'd like them to simply send me new one, hopefully one that has been tested and doesn't leak this time. I also would like an explanation as to what the situation with the phone is--why are they so opposed to it?

  Business response

  09/14/2022

  The customer **** was issued a warranty replacement for the **** adjustable shower arm after informing our support team the original item was leaking. The replacement was delivered shipped on 9/1 and delivered on 9/7. The customer has informed us that the replacement is working as it should be.

  Customer response

  09/15/2022

   
  Complaint: 17805006
  
  I am rejecting this response because:
  

  They fixed the issue that caused me to contact them to begin with--but they didn't address my questions about their customer service processes.  Can we please get an official response from them about this?  Do they NOT feel the need to provide customer support via telephone? 

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

  Business response

  09/16/2022

  Currently, we are a small startup with a total employee headcount of 15 people across the company (marketing, engineering, fulfillment, operations, and support). With our current support team size of two full-time agents, we do not yet have bandwith to open up full-time phone support as a channel. Phone support is something are aiming to add to our support channel ecosystem in Q3 to Q4 of 2023 if the budget allows and the company can grow. For now, we can only offer email, social, and web-based support. The support processes we have in place help us streamline the customer experience for tens of thousands of customers yearly.

  Customer response

  09/16/2022

  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

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a **** Nebia Spa Shower this past fall from Lowes. The dock unit with the Spa Shower is defective. The first time I mounted the Dock, the adhesive remained fixed to my shower wall but fell off of the plastic plate on the Nebia side after about three weeks. Following this, I purchased the adhesive kit from the manufacturer and have attempted to remount two more times. Each time, despite following the directions step-by-step, which include priming both surfaces, using special adhesive and waiting for 72 hours to use, the Dock falls due to a failure of the plastic plate to adhere. There is never a problem on the shower side, the issue is always on the Nebia dock side. I am unfortunately not able to mount the wand using screws due to the type of shower.The last time I removed the adhesive there was actually damage to the fiberglass shower which will now need repair.I have contacted Nebia about this issue multiple times, requested they honor their lifetime warranty and a refund for this defective unit. Their response each time is the same: "As the item was not purchased through Nebia.com, we can not offer a refund as we did not create the original order or charge a credit card for the original transaction." They have offered additional, stronger adhesive but this adhesive has already caused damage to my shower.I'm very disappointed in the exceptionally poor customer service I've received and the company not standing by it's lifetime warranty for such an obvious issue on their end.

  Business response

  02/18/2022

  We have responded to ************* complaint about the adhesive for the wand dock falling off of the wall. This is a warrant issue covered by the product's limited lifetime warranty (available on the box, online, and in the installation guide). This is fully covered through our partnership with ****. The docking place can be installed using the included s**** kit as a backup option or with the standard adhesive included in the box. As this is a warranty issue, we have sent the customer a link to order a free replacement kit for the adhesive. However, *********** is demanding a refund from Nebia for a purchase that was not made through our online store. As we do not have a direct partnership Lowes or any access to their payment processor we are unable to offer the customer a refund for the order made through Lowes (we are a separate business). The customer has informed us that he is outside of ****** 90-day return window and is no longer eligible for a refund from the original merchant and has threatened legal action agents Nebia for not refunding the purchase from ******. 
  
  
  Screenshots of our communication back and forth as well as the Lowes receipt the customer has send us are attached. 

  Customer response

  02/19/2022

   
  Complaint: 16777956
  
  This response, as already noted, is not satisfactory. I have already noted that I am unable to s**** the unit into the wall, and the adhesive has already failed multiple times (on the Nebia side). This unit is defective, and a full refund should be provided under the lifetime warranty.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order with Nebia (a division of ****). I realized I had inadvertently ordered the wrong item. I emailed the company to cancel the order. I asked to cancel several times. The customer service representatives refused to cancel the order. Now I have had to reorder the item and will lose 12 dollars in shipping costs. This situation appears to be a very common type of ordering error. I was highly disappointed by the help offered by Nebia's customer service.

  Business response

  12/23/2021

  ****** reached out to our support team on December 13th and we replied shortly after asking to cancel order S-*****. Unfortunately, the order had already been released to our warehouse and on the floor among thousands of packages pending pickup, under the following tracking number ********************. The shipment was delivered a few days later on December 17th. As an online retailer, we are not able to process exchanges for labled/shipped items and we let the customer know that they would need to return the original order and re-order the color they wanted. 

*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. ↩