ComplaintsforTzumi Electronics LLC

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this wine cooler is January 2023. I contacted ********* in March because the cord was very hot; I was told it was normal. The cooler quit working in May. I sent numerous emails to Ion Chill but they are ignored.

  Business response

  12/28/2023

  Hello *****,  I'm sorry to say it looks like your replacement wine cooler wasn't shipped out yet.  We just need to know your shipping address and I'll have a new unit sent out for you.  Please send your shipping address to our email ********************************** and I will reply with your order confirmation number for the replacement.  

  Best, ****************************** Customer Support

  Customer response

  01/12/2024

  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

  12/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hi,I bought 2 "FitRx SmartBell XL, Quick-Select Adjustable Dumbbell, ***** lbs Weight, Black" from ******* (on Nov 23, 2023, Order# *******-********, TZUMI Item No. 9034SC, Style: 9034SCM). One edge of one of the bases is broken and hence we can't adjust the dumbbell weights. Since we just bought this new item, can you please ship a replacement base for free to the following address as soon as you can? I have attached ******* order page, picture of broken Dumbbell base (I attached tape at edge that is broken), picture of Dumbbell shipping box that has item details. My email to ******************************** on this was sent on Dec. 18th 2023 and even after repeated prompting, I have not received any response even after 9 days. During these 9 days, I have also tried Tzumi's support phone # ************** and for the past 9 days it has the same message - the phone is temporarily down. I even tried to chat with Tzumi's support online at ********************************* - it wont even get me to a love person to chat. Non existent customer support!Thanks,************************************** Our Home Address: ****, ********************************************************************** ******* Email: ****************************

  Business response

  12/27/2023

  Hello *******,
  My apologies for the delay in response.  We currently do not have replacement weight trays in stock for this model so I will need to replace the entire unit.  Thank you for providing all of the needed information to file a claim under the one year warranty.  I will order your replacement right now and have it shipped to the address you provided: The order ID and shipping information has been sent directly to your email. Please let us know if you have any other questions or concerns.
  Best,
  ***********************-  Tzumi Customer Support

  Customer response

  01/03/2024

  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

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the Ionchill Portable Countertop Icemaker on Oct 18th. The item worked well at first then I began to experiences with it causing error and not producing ice. The item keeps flashing add water but the water is completely filled. I contacted Tzumi on Monday Nov 13th by email as that is the only way to communicate with them. They claim to offer a chat option on their website for support however it doesn't work. They also DO NOT publish a public 800 number for support either, offer very limited ways to contact support. After my attempt to contact I still have not received any communication from any support agent at Tzumi and at this point would like a refund or replacement of the item.

  Business response

  11/17/2023

  Hello *******,  I do apologize for the delay in response as we are trying to get caught up with everything at this time.  I will personally be happy to help you get any issues taken care of with your QuickCube Icemaker.  I have responded to your original email ticket with some troubleshooting that might help repair.  I also included instructions for our one year warranty so if you would like, we can proceed on that route.  I look forward to getting this all taken care of for you.  

  Best, ***********************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a cordless vacuum on Nov 2022 at Kohls and contacted manufacturer for warranty . The vacuum stopped working. I contacted Tzumi a couple a months ago under the warranty. They told me that as soon as they received the shipments of batteries (should be shortly) they would send. It will be over 3 months and no batteries. I would like this product replaced at this point. I try calling and emailing and no response. The manufacturer warranty end this month

  Business response

  11/17/2023

  Hello ********,  My apologies for the delay in response and the trouble with getting a replacement battery for your device in a timely manner.  I have, however, bypassed the battery and proceeded with sending a full new unit.  The Infromation has been send to your email in response to your open ticket with Tzumi and this includes your order number.  Please let us know if you have any further questions.  We hope you enjoy your new Fusion Clean. 

  Best, ***********************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a robot vacuum with an ion battery it is a smart Clean robo vac v four. It has not worked since I purchased it. I have been complaining. All they did was send me another ion battery which I had to install myself which I found out is very dangerous to do. They refused to do anything about this defect The vacuum does not pick anything up does not listen to the app. It does not respond to the remote control and it dies in the middle of the floor. This vacuum sells for6 hundred dollars. The response I got was rude. And actually it's just too bad. Very very sorry they can't do anything for me. This vacuum hasn't even used a full bag. That's how little it works no brushes have even been replaced. And I will have to pay to have the ion batteries recycle. This vacuum is a lemon,they sell through jcpenny.

  Business response

  11/17/2023

  Hello ******,   I have been looking over our prior communications and didn't find any complaint after receiving the replacement battery.  I do apologize if you have continued to have trouble with your device or if you felt our customer support was being rude in any way.  We would like to do anything we can to clear things up.   We can't offer refunds for the device because it wasn't purchased from us.  You would need to contact the retailer directly for this.  We can, however, assist with troubleshooting or parts.  We would just need you to contact us at ********************************** and let us know what exactly the problem is.  We will have all the warranty information saved with your email address. 

  Best, *****

  Customer response

  11/27/2023

  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 there were phone calls and I was told to contact jcpenney,whom you sell through.and they said to contact you as it took so long the warranty is over. If you trace your records I'm sure you will also find calls from them .this machine gets hot doesn't work since day one .and needs to be refunded .

   

  I'm only happy I did not pay full price ! I have no idea nor should I have to replace work on or dispose of ion batteries 

  Thank you for please taking this thing back .and junking itand refunding my money..

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

   

   

   

   

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

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

  Business response

  12/18/2023

  Hello ******,    I completely understand that at this point after all the trouble you have experienced with changing the rechargeable battery on the vacuum that you just want a refund.

  Please understand, we are the manufacturer and we sold this product to JCPenney.  JCPenney is then the owner of the product and they sell it to you at their own price.  We do not have access to their records in any way.  I can see on the receipt that you provided from JCPenney a purchase date of 11/25/22 and an order # for JCPenney.  The receipt does not provide any specific information like which IonVac was purchased or any pricing that would help us determine what you have paid. If you can provide us with a copy of the receipt showing the actual purchase price with date and item, I will proceed with a general release. This would mean we will send a release for the amount included but will require notarization.  Since the vacuum is now out of the one year manufacturer warranty, I suggest you first contact JCPenney for possible refund or copy of full receipt including the needed information. If this was an online purchase you may have it in your email or online account. 

  I also understand there is some confusion with your battery and the safety of changing it.  These batteries are very common and used in all robotic vacuums. We could provide you with videos with how to change them but they are also available all over the internet for many different brands.   As for disposing of lithium batteries, this is also extremely common. Lithium Ion batteries should be recycled.  They are used in cell phones, laptops, digital cameras, and basically anything with any sort of rechargeable battery inside. To recycle your batteries you can look into locations close to you.  There are also free recycling pick-up locations in all 50 states.  We at Tzumi do not offer recycling services but if you would like to send the two batteries in your possession back to our offices, I can provide the free shipping label and dispose of them for you. 

  Please let us know how you would like to proceed from here. 

  Best, 

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

  Customer response

  12/27/2023

  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:

  ********

  It didn't get resolved because the company did not offer a refund at all.

  I would not recommend this product or this company

  ******************  ****** *** 

   

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

  
  Sincerely,
  
  ****** ***
  
  
  
  
   
  

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a Tzumi SmartVac that only functioned a few times. The troubleshooting guide with it is no help, as it doesn't even describe the malfunction that is happening. We reached out to Tzumi for guidance. They have provided no troubleshooting. We can pay to ship the SmartVac to them for them to take a look, but they won't even respond when asked to help identify the issue. It's mind blowing how little they help. My mother spent nearly $150 for a vacuum that worked twice and they want us to spend more to maybe find out what's going on, when they should be able to provide very basic directions based on the detailed description of the issue that we've provided to them.

  Business response

  10/10/2023

  Hello ****,  I do apologize for the lack of troubleshooting assistance you have received. I will be happy to assist you in fixing whatever error you are experiencing.  Unfortunately, I have been unable to locate any previous communications through the name or email you have provided so I can't find the model or issues you have been experiencing, Do you have a ticket number you can provide me or the email which was used?  We can be reached at ********************************** and if you please put to my attention (*****) I can be sure to assist you with whatever troubles you are having. 

  Best,

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

  Customer response

  10/18/2023

  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:

  they've only requested more information, which I'm happy to provide again, but have not offered any resolution so I must select REJECT.  

  The requested data is as follows: direct communication was sent by my partner, *********************, from her email at *********************** It was assigned ticket ***********. She first reached out nearly a month ago, on September 20.  Tzumi has chosen to give her a run around since then. It's unacceptable and that is why we've sought BBBs help to get a fair resolution.  The faulty product is an Ionvac SmartClean robo vac 2000,  *** **********.  This gift worked 2.5 times before becoming non-responsive. The vacuum isn't dirty, hasn't been dropped, there's no issue with our wifi or bluetooth so we've ruled out everything that isn't strictly related to product quality.

  The preferred resolution is directions from Tzumi on how to troubleshoot the error to get the vac we have in working order; this is a no-cost, win/win solution  If it's faulty and cannot be fixed, the preferred resolution is a no-cost replacement in a timely manner, without further runaround though we're willing to send video verifying the issue if requested.  The least favored acceptable outcome is Tzumi servicing the dysfunctional vacuum at zero cost to us.  It is not acceptable to evade support or demand we incur additional cost for this expensive product simply because we received it as a gift.

  Your support is anticipated with appreciation.  Thank you.

   

   

   

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

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

  Customer response

  11/08/2023

  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:

  The business continues to decline to help or stand by their product, hiding behind the excuse that it was a gift so we can't prove purchase.  Obviously it's poor customer service to not stand by a product regardless of purchase date, but they also could've resolved this months ago by providing troubleshooting data or using alternate information, like the serial number and products condition, to verify that it isn't old, overused, abused, etc. This product only functioned correctly once and since Tzumi has made it clear they will not resolve this appropriately, our complaint stands.  We will move forward with leaving appropriate public reviews for them in hope that future potential customers will be able to better protect themselves.  We appreciate the BBB's attempts to move this forward.

   

   

   

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

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

  Business response

  11/09/2023

  We responded to the open ticket (***********) 9 days ago on 10/31.  This included the troubleshooting tips that were requested for the battery/charging issue you were reporting.   This message covered many possible ways to assist with the error you were experiencing. However, we never received any response so I'm not sure if you have read through this yet but ask that you please do. We are happy to assist with any sort of proof of purchase. You can provide us with a receipt/gift receipt, order confirmation, or packing slip with item and date, and we won't request that the item is returned. You can send it in to our offices at which time we can confirm and repair or replace the unit without proof of purchase date.  We are obligated to have proof of purchase to file a claim as any manufacturer would with mechanics before sending out free items. We just ask that you please respond to your open ticket with how the troubleshooting tips came through on your device and how you would like to move forward from here. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4-29-23 I purchased Ionvac SmartClean V4 Self Emptying Robot Vacuum. Have used for a few months but then after a bag change the unit will not self-empty. The red light blinks constantly. I have used the bags that came with it and bought branded replacements and if I take the bag out, the light goes white, then it will try and self-empty for 5 seconds then stop and red light will blink again. I have to pull the bag out of the vacuum each time it attempts to self-empty. This completely defeats the purpose and reason I bought the vacuum. Not to mention it's not fully emptying when it does try to self-empty. Not including my initial email on 9/4 I have reached out 3 times and have recieved no replies. I'm looking for the problem to be addressed via the 1 year warranty buy have been ignored once I confirmed I had tried all of their requested steps to "clear" the problem.

  Business response

  10/05/2023

  Hello ******,  I'm sorry to hear you've been having difficulties with your self-emptying docking station.  The issue you have described here shows that the problem isn't actually the bag but rather something trapped in the suction tubing that leads from the vacuum up into the disposable bag.   You can often hear this when the self-empty suction starts and suddenly the sound changes like it has become stuck.  Using a pipe cleaner  to clear it out and giving the dock a good shake (unplugged) to make sure everything is removed will help to reset it.  Then re-adjust the bag to set the white light again and you are all set.   

• Initial Complaint

  08/21/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of transaction: 7/23//23 I paid $32.00 Order#***** On 6/12/23 a ******************* emailed me regarding my inquiry ticket#********** saying that the filters that I inquired about that was out of stock was back in stock and sent me a link. So I ordered two sets on 7/23/23. Once I received them and finally tried to put in my vacuum machine it didn't fit. I sent them a video and pictures showing them how the fit is off on 8/8/23. I haven't received a response and I have sent 4 other emails and no one has responded and then I requested a refund. I see other people have complained on here as well. Can you please contact the company and demand them give me a refund. My ticket ID#********** from my first attempt.

  Business response

  08/21/2023

  Hello ********,

  I do apologize for all of the back and forth with these filters.  I am very sorry they are not fitting properly for you.  Unfortunately, this is the only size and fit we have for this item and I am unable to offer another option for replacement.  I have already submitted the refund for your purchase and charge under order # ******* * *****.  I have also emailed more information under your support ticket if interested.

  Best, 

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

  Customer response

  08/21/2023

  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

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Fusion Clean vacuum at ****** on 11/26/2022. Per store policy, all warranty complaints that occur after 60 days from the purchase must be filed with the manufacturer.The vacuum stopped working. It would turn on and turn off immediately.I contacted the manufacturer on June 15 2023 asking for repair .They replied with suggestions of what could be causing the issue. I followed their directions and the problem was not fixed. I replied back informing that it did not work on June 24th 2023.On July 12th, I sent an email saying that I did not receive a feedback, or service center information.on July 19th they requested a copy of the receipt. The receipt was emailed to them on the same day.On August 1st they sent an email asking if I was sure I was using the ** adapter that came with the vacuum. I replied on 08/02 that it was of course the original equipment and asked for an authorization to return. They continue asking stupid questions and not providing a solution. Getting a defective product service should not be this hard. I had to purchase another vacuum because I could not wait anymore.At first , I wanted the vacuum to be serviced or replaced. I do not want that anymore. I want my money back. $79.99 plus tax.

  Business response

  08/14/2023

  Hello *****,  I have gone over all of our prior communications and apologize for the confusion. I can see we didn't make it clear why we were asking particular questions that would have helped us in sending you the replacement parts needed rather than having you send in the entire vacuum for repair.  I have personally taken over your open ticket (**********) where I have tried to explain and clarify all of this misunderstanding. I have escalated the claim filed so that we can bypass a return for repairs and have already ordered a replacement of the vacuum (Order #*******).  I understand you were requesting a refund but unfortunately that is something we, as the manufacturer, can not assist with as it was not purchased from us and you would need to contact the retailer directly for further assistance in that area.  I hope you will find this new vacuum replacement a suitable outcome.  Please let me know if there are any questions or concerns but responding directly to your open ticket.   

  Best,

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

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase the Ionvac Hydra Clean Cordless All-in-One Wet/Dry Hardwood Floor and Area Rug Vacuum from ******** It was delivered April 10th. I used it once. I then set it on the charger to use again. It will not charge! Therefore I cannot use it - no power. I tried calling Tzumi, which directed me to send an email. I sent an email with no response after a few weeks. I then contacted the online chat which advised me that I can send in my vac but they do not do refunds. I want a refund of $175.91.Thank you.

  Business response

  08/08/2023

  Hello ******, Thank you for reaching out about your HydraClean unit. I understand you have had difficulties with your vacuum charging properly.  There are a few troubleshooting tips I would first suggest that *** help remedy the issue right away.  One, please check the charging cord which plugs into the charging dock of the HydraClean.  What you want to identify is if the power issue is coming from the the cord, the dock, or the battery itself.  When you remove the cord from the dock and plug directly into the battery, the battery should light up and show charging. If it lights up, you need a replacement dock. If it isn't lighting up, you will need a new battery. We can assist with sending this directly to you. 

  I did see that you previously chatted into our customer support at which point we offered a pre-paid shipping label to send in the vacuum for repairs.  Once the vacuum is received, we find the cause of the malfunction and make all repairs.  If unable to repair the unit, we replace the item.  This is what is offered under the one-year manufacturer's warranty.  If you would prefer a refund, you would need to contact the retailer from which it was purchased.  Unfortunately, this is not a service we can provide because the unit was not purchased from us.  We are the manufacturer, and you would need to contact the retailer for refunds.  I am happy to help with repairs and replacements or anything else. 

  I have assigned your open Tzumi support Ticket to myself with all of this information included.  Please let me know how your would like to proceed from here. 

  Best,

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

*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. ↩