ComplaintsforTzumi Electronics LLC

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given a cordless vacuum as a gift (hence, a gift, therefor no receipt). This vacuum worked fine for a long time, then it just quit. I contacted customer service (*******************) and his persistence of my not using the correct adapter went on for a while. I made sure I acquired the correct said adapter, only to have the exact same problem. His sarcasm was enough for me not to want to deal with this company or any of your products. My first question is WHY would you not supply an adapter with your product to begin with and my second question is WHY isn't it sufficient that I had the original box that it came in, showing where it was purchased and the price tag still intact? I will file this product where it belongs...... in the trash. And you might want to have a little chat with *** **** regarding his customer service tact.

  Business response

  09/11/2024

  Hello ****, I do apologize for the negative experience you have had with the handheld vacuum quitting after a long period.  To answer your question regarding the adapter needed, this vacuum requires a 5v-2a Output in order for the battery to properly charge to full capacity.  This is a common adaptor type. Most homes have them readily available and for many electronics it is common to provide a charging cord but not always adapters. With customers we do find a common problem is often using charging sources different from what has been recommended so we frequently have to remind and push this particular detail when charging problems are reported.  Regarding our manufacturing warranty guidelines, we cover repair or replacements one year following the date of purchase.  Proof of date of purchase is necessary. Any company or retailer will require proof of purchase date. The box it came in will not help us as the manufacturer.  The only other detail we can possibly go by is the Serial Number located directly on the product.  Unfortunately, your item was manufactured in 2021 and does not indicate to us that it falls within our warranty period. Perhaps your husband who purchased the item can contact the retailer directly for copy of receipt.  You can discuss return or refund with retailer if beyond the year warranty.  If a copy of receipt is available showing purchased within the warranty period, you can provide it to us for replacement of your vacuum.   I'm sorry we couldn't be of immediate assistance in repairing your item.  We do have to stand by our company requirements and warranty guidelines.   

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

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 6-bottle wine cooler in February and it stopped working completely in August. I have called the customer support number numerous times but get a recording that the phone system is temporarily closed. I sent an email to customer support services asking about a warranty but have not heard back from them in the week since I sent it.

  Business response

  09/03/2024

  Hello *****,

  I'm sorry you have been having problems with your wine cooler.  Tzumi offers a one-year manufacturers warranty from the date of purchase.  To file a claim we require the following information: 
  Copy of receipt or order confirmation showing retailer, item, and date of purchase. 
  Photo of damaged area or short video showing the product error for proof of malfunction. 
  The Serial Number (S/N) located directly on the device (not the box).  
  Current shipping address for any replacement items.  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 3,2024 I purchased The Ion *************** Coaster from *******. This item stopped working on May 16, 2024. I contacted your company regarding the issue I had with your Ion Mug and Charging Coaster Your Technical Support contacted me on May 16, 2024 with a ticket number ending with 1655. The notification request my full name, S/N and Model number. I responded back on May 16,2024. On June 1, 2024 A follow up email was sent to your company requesting status update on resolution. June 26,2024 I tried to chat with your company. Never spoke with live agent. Another automated ticket was created with a new ticket number. On July 27, **************************************************************************** a replacement unit. I advised if I did not hear from your company I will contact BBB and file a formal complaint against them. I have not received any acknowledgement from this company from the onset of the complaint regarding resolving my issue.

  Business response

  07/30/2024

  *******, I used the ticket number provided here to locate your prior emails.  I agree that our lack of communication for this long period is unacceptable.  I have responded to your emails and open ticket 1655 so that we will now be in direct contact.  This will ensure that any future communication will have an immediate response from me. As the replacement for your IonMug is no longer available through Tzumi, I hope that you will find one of the other replacement options I have provided acceptable.  Please respond directly to the support email and I will have this taken care of for you right away.

  Carly -Tzumi Customer Support

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently bought a Ionchill Quick Cube as a gift for my daughter and upon setting it up I followed all the instructions the icemaker never stopped flashing the add water light. The instructions which were vague and didnt have any troubleshooting instructions. I repeated the process a total of 12 times. I tried sending email tickets a total of 6 times with no response and there is no working ph

  Business response

  07/10/2024

  Hello ******,

  I apologize for the lack of response regarding the IonChill.  I have searched for your name and email provided here but couldn't locate anything from prior chat submissions or customer support emails.  Did you receive a ticket number? When submitting an email to **********************************  it will give you an automatic response asking for the serial number and providing you with a ticket number. I can also help you directly at ********************************** if this ticket number is not coming through and the email isn't submitting.  With the Add Water error you reported, this is usually due to the water sensors not detecting the electrical especially if using bottled, filtered, or distilled water.  These would have low mineral content. So to fix the issue, you would just need to add a small amount of salt to the water to reset the sensors. Then start a self-cleaning cycle on the machine. The cycle should take about 15 minutes. If the machine will not allow a self cleaning cycle at this point and again gives the add water error, this would possibly mean damage within the water motor.  Please reach out to us if you continue to receive this error so we can help get this corrected for you.  

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my extreme dissatisfaction with the recent purchase I made from your company. On December 14, 2023, I purchased a set of dumbbells under Order #***************. Unfortunately, one of the dumbbells in the set is malfunctioning, despite being well within the one-year warranty period.I have made multiple attempts to contact your company regarding this issue, reaching out a total of three times, but have not received any replies or assistance. This lack of response is unacceptable and has left me feeling incredibly frustrated.As a customer who has faithfully supported your brand by purchasing your products, I expect better customer service and a prompt resolution to this matter. I kindly request that the malfunctioning dumbbell be replaced in accordance with the warranty terms as soon as possible.I trust that you will take this matter seriously and prioritize resolving it promptly. Please confirm receipt of this complaint and provide a timeline for when I can expect a resolution to this issue.Thank you for your attention to this matter. I look forward to your prompt response and the replacement of the faulty dumbbell. I have a video if needed where you can see them dumbbell its not working

  Business response

  06/17/2024

  Hello *****,

  I do apologize for the long delay in response.  I believe I was able to locate your email to our Tzumi Customer Support however, it was under a different email address *********************** I have now responded directly to this email and open ticket to ask for the needed information to file a claim and description of the malfunction for processing of your replacement.  Again I do apologize for the delay and please respond to your open ticket email for faster response directly from me.  

  Best, 

  *********************** -Tzumi Customer Support

  Customer response

  06/22/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Vaccum from ********** less than a year -- it has malfunctioned - attempted to open a ticket directly with tzumi via their website - but never received a response (only automated response ticketing system)tried after 2 weeks - still no reply.attached is ******* receipt.

  Business response

  06/17/2024

  Hello ******,  

  I apologize for the lack of response from your emails to our support.  I am sending this same information in response to your open ticket so that we will be in direct contact.  

  I understand you are are having a problem with the Water Tank Error on your HydraClean.  We can assist with a step-by-step video on how to resolve this issue and get the vacuum working properly again.  You can view the video directly at this link:  ***********************************************************************

  Please let me know if you have any questions or if I can help with anything further.

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

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Tzumi wine fridge at ****** this past December 2023. It was recently plugged in for the first time in April 2024. It does not operate or cool correctly.****** will not return the fridge and directed me to Tzumi. Tzumi does not have an operating phone line for customer service. The last 5 attempts in two weeks has said there phone line is down for repair. I have placed several emails with no reply as well.

  Business response

  05/01/2024

  Hello *******,  Our apologies for the delay while our offices were closed for the Holiday.  We have responded to your open ticket via email with the instructions on what information we will need to file a claim under the one year warranty.  With this, we can have a brand new unit shipped directly to you. I will be in direct contact with you to make sure you receive the replacement in a timely manner.  Please let me know if you have any questions I can assist with.  

  Best, 

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

  Customer response

  05/04/2024

  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

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Ionchill Ice Maker a month ago. I contacted Tzumi letting them know that the either there is a design flaw with the ice maker or the one I have is malfunctioning. The ice keeps getting caught and the machine thinks it full all the time. I tried everything to troubleshoot it, adjusting the catch baskets and such. I sent them pictures and provided the model and serial number and have heard nothing back from them. They clearly state in their instructions to contact them with any issues, yet they don't respond.

  Business response

  04/26/2024

  Hello *******,  I do apologize for the delay in response.  I see that you have an issue with your Ice Machine and ice getting caught on the sensor within the unit.  I have responded directly to your open ticket with troubleshooting for this matter as well as information needed to file a claim.  We do provide a one-year warranty so if you would like to proceed, please reply directly to the open ticket email and we can take care of a replacement for you. 

  Best,

  *********************** - Tzumi Customer Support

  Customer response

  06/21/2024

  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:

  Just unpacked the new ice maker and once again it's damaged.  See pictures.  It has a dent on the bottom and it doesn't even sit flush on the counter top.  The right side does not even touch the counter.  This is absolute ridiculous.  The package was not damaged in shipping.  This is how your product was packed in the box.  I am completely disgusted with your organization.  I had to listen to your ridiculous excuses for not getting back to me.  You send me replacements that don't work.  Now what??   How long is it going to take you get back to me now? 
   

   

   

   

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

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

  Customer response

  06/26/2024

  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]

   Since I am limited to the number of days I have to respond to this resolution, I have to reject it based on the company's history thus far.  My original purchase didn't work properly,  try to contact the company didn't hear back, filed a complaint, then I hear from them.  Took awhile to get a replacement and it had a dented power button and leaked the water all over my counters.  Contacted them again, didn't hear back again, sent a few follow *** and said I was going to report them again and then I hear back.  I send back the other and hear nothing.  Had to continue to followup.  The send me another on that is dented and is lopsided.  Also cracked in the back.  It is just so exhausting dealing with this company.  They are horrible on follow up.  Make no effort to try to do the right thing.  I wish I would have just returned the original and received my money back and purchased a different brand.

   

   

   

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

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

  Business response

  06/27/2024

  I would disagree with your claim that we have made no effort to do the right thing as we have tried several times to send you a proper working ice machine.  We apologize for the unfortunate experience you've had with multiple malfunctions and are trying to get you the proper device you paid for.  As you already know, I have personally made sure to expedite another ice machine via *** which is on the way now with delivery this Monday. 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vacuum thats not even a month old it dont register where its charging base is located i have attempted to contact support about this numerous times S/N JC23399048

  Business response

  04/17/2024

  Hello ****,  I do apologize for the long delay in response to your ticket regarding Model 9048.  I have personally reviewed the previous submissions regarding docking and mapping issues that you have been experiencing.  I have provided a full troubleshooting breakdown in response to Ticket #TS00107807 which should help to repair any sort of problems you have been having.  The only thing not previously mentioned in the email response is that you may want to reset the entire vacuum before doing anything else.  To reset the vacuum, look on the edge of the vacuum for the word RESET next to a small hole. You can use a pin or paperclip to press into this hole and the vacuum will shutdown.  Place back on the charging device and start troubleshooting instructions. You can reply directly to this ticket in order to reach me with any questions.  I look forward to helping you get your vacuum working properly in every way. 

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

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a product (wine cooler) that has stopped working. Products came with a one-year warranty. Numerous contact attempts have been made with customer service and no response received.

  Business response

  04/03/2024

  I am terribly sorry you have had a negative experience with our Wine Cooler.  It sounds like what your are experiencing may be from a faulty adapter, in which case I can certainly send the replacement for you.  I will just need a serial number S/N located on the back of the unit and a shipping address.   We require this information to file a claim and with that we can get the issue taken care of for you.   

  Customer response

  04/04/2024

  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,
  
  *****************************

  **************************************;

  ********* ** *****
  
  
  
   
  

  
  

*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. ↩