ComplaintsforTzumi Electronics LLC

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received FitRX adjustable 52.5LB weights from ******* in December for Christmas 2022(receipt attached). My son uses/used them in his room on a carpeted floor. One of the weights will not reset to normal position and 3 of the blades will not go back to the set. The defective one needs to be replaced. I have sent 2 emails with the receipt to Tzumi with zero response. The site recommends Chat, but it never works. I have tried calling and it tells you to Chat or send emails, again with no response. Please help! My son really likes the weights, but this defective one makes it impossible for him to do his training. ******* no longer has stock of these so I can't even buy them. Additionally, to replace with something else now is over $200 for one weight. Thank you for your assistance.

  Business response

  08/04/2023

  Hello ****,

  I apologize for the delay in response to your open ticket # **********.  I have found your prior communications and details regarding the damaged Smartbell.  In response to your ticket I have attached details on what to look for in order to find the cause of the error.  This may be a damaged handle, release buttons, or the weights themselves.  In order to file a claim under the one year warranty I will just need a photo of the damaged area and the serial number (S/N) located on the side of the tray.  Please respond directly to your open ticket with this information and your shipping address.  I have assigned the ticket to myself so I can continue to help you directly.  Please let me know if you have any questions.

  Best, 

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

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i bought this ionic vacuum for my moms birthday last november it stopped charging after 3 mth i bought on ******* online they told me i had to contact manufacturers for the warranty i called several times cant get a human sent 5 emails with serial and model number this is been going on over a month now with no response.

  Business response

  07/28/2023

  Hello ******,  I apologize for the delay in response.  I have send an email with details on how to replace the battery in your vacuum which sounds to be the problem from the description.  I will be happy to mail a replacement battery for you if you will please provide the shipping address. 

  Best,

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

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vacuum from tzumi through ******* in February. This month, my vacuum is not working properly and I tried reaching out to Tzumi for technical support to fix said problem. My product is under limited warranty as well. My initial attempt at contact was June 23rd. I did receive an automated reply asking me for serial number, which I immediately provided. I waited until July 5th and emailed again asking if someone was going to help me or to just send me a new one. It is now July 11th and I still haven't heard from anyone. At this point, I just want my money back

  Business response

  07/14/2023

  Hello *********,  I apologize for the long delay in response to your questions regarding the Smart Clean V4 and abnormal suction errors you've been receiving.  I have responded to your open ticket ********** with instructions on how to fix this issue with both the vacuum and charging dock.  We are now in direct contact through the ticket number so if you have any other trouble or questions in regard to this device, I will be happy to assist. Unfortunately, we as the manufacturer are not able to provide refunds. You would need to contact the retailer from which you purchased the product.  Please take a look at the email for further information on filing a claim. 

  Best,

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

   

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted the corporate office back in May 2023 I spoke with *********************** who insured me she would take of me and she did in the beginning....she sent me a temporary robot vacuum and label to send my ion vac in for repair or replacement. I was told on June 8th that they received my vacuum and would keep me updated on repairs. It is a month later I have emailed ***** and left her several voice-mail because she told me that she personally would keep in touch so I didn't have to deal with multiple people. I have also left a voice-mail with their secretary and no response from anyone. I'm so upset and don't understand why I can't get a response, while I do have a temp robot vacuum it is nothing like mine and I just want my vacuum back or a replacement. I was very impressed with their corporate office but after countless phone calls and emails going out with no response I'm becoming very frustrated.

  Business response

  08/17/2023

  ANSWERED - EFFORTS TO RESOLVE MADE 7/25 

  Customer response

  08/25/2023

  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 offered to let me keep the temporary vacuum and also gave me a $250 gift certificate to spend on their website....although this wasn't the outcome I wanted I am satisfied  

   

   

   

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

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

  Customer response

  08/25/2023

  Better Business Bureau:

  They offered to let me keep the temporary vacuum and also gave me a $250 gift certificate to spend on their website....although this wasn't the outcome I wanted I am satisfied 

   

  
  
  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

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,On june 4th we reached out because the product we purchased this year at ******* was broken after only a few uses. We attempted to follow up two more times with any response. We would like a refund and I will be reaching out to ******* regarding the lack of response. Thank you for your help.***

  Business response

  07/20/2023

  Hello ***,  My apologies for the delay in response.  We have responded to your wif's original ticket ***** with a request for proof of purchase so that we can file the claim now and get a replacement shipped out for you.  Please respond to that email directly for faster processing.  I have assigned the ticket to myself so that I can keep an eye out for a response and get it taken care of right away.   

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

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Powermax cordless handvac ("ionvac") three months ago at ******** About one month ago, the charging port came away from the handvac, fell out and was lost. I emailed Tzumi's customer support to request a repair. The agent refused to pay the return shipping because I could not provide a receipt. However, I provided photographs of the model number, serial number, barcode and box (from which I would think the purchase can be traced). This handvac cost $27. The lowest shipping fee to return it is $15, which is more than half the purchase price of the handvac. It's not worth it. I request again that Tzumi pays the shipping fee for this product's return. I expect Tzumi has a business account with *** (or another shipper), so the shipping will probably cost Tzumi a lot less than $15 (since they will have the business account rate).

  Business response

  06/23/2023

  Hello ****,  I apologize for the confusion here with return policies. Please understand, we are not the retailer and this is why we require some proof of purchase in the form of receipt or order confirmation.  This is needed for various reasons with any returned products in our efforts to not only best assist you but any future clients that *** have similar issues.  We can find trace the whole line of the production up to purchase. I so understand your frustration at this time with the PowerMax and have bypassed our rules for providing the pre-paid label.  I have attached a pre-paid shipping label here to this message and you will find I have also send a copy to your email.  There are more details for processing the return for replacement in your email.  I will be working with your directly to make sure you have a working vacuum again as soon as possible.

  Best,  

  *****

  Tzumi, Customer Support

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an Ionvac SmartClean **** Robovac from the ******* website in January 2023 and it was working great until May 2023. There is a one year warranty listed on the ******* website and I have been trying to reach TZUMI for over 2 weeks by phone and email. Their telephone system you get directed to through their support app always has a message saying they are "temporarily" closed and to email them. I emailed over 2 weeks ago and have not gotten a response. I tried again and again and still nothing. If there is no way to get in contact with the company there is no way to claim the warranty and a product should not fail to function only 5 months after purchase. I tried to contact ******* and because it is outside their return window they will do nothing for me.

  Business response

  06/16/2023

  Hello *******,

  My apologies for this delay in response to your Smart Clean **** issues as we have been dealing with a shortage of customer service staff. If you would like to reach ** for instant contact we can be reached through ********* website via chat services M-T 9:30-5:30 and Fri 9:30-2:30EST.    I have found your prior email with open Ticket #*********** and have replied to all inquiries troubles you were having with what sounds to be a battery issue.  I have also provided links and options for how we can go about getting this replaced.  Please respond directly to the email so I can help you with this process.

  Best,

  ***** (Tzumi Customer Support)

• Initial Complaint

  06/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received a "Fusion Clean Stick Vac" as a gift approximately 3 months ago. After using it once, it stopped working. I emailed the company (their phone number listed in the manual) doesn't work, I received a Ticket Number. I have attempted contacting them numerous times, but they haven't responded.I'm curious how BBB could give them a AAA rating! Their customer service is as bad as their product. I would never recommend their product.

  Business response

  06/16/2023

  Hello *****,

  My apologies for the delay in response as we have been short staffed in our customer service which is why the phone lines are currently down.  If you would like immediate contact we are available through chat on our *********  website.  We are available M-T 9:30 TO 5:30EST and Friday 9:30 to 2:30.    I have also reached out via your email and open ticket # ***********   regarding all issues your were having with the FusionClean.  I have provided all information to help troubleshoot and hopefully fix the issues right away for you.  If you continue to have issues, please provide the information requested in the email and we can file a claim under the One Year Manufacturing Warranty to get your unit repaired or replaced if needed.   When you respond to the email it will come directly to my attention so I can help get this taken care of for you as soon as possible.  Again my apologies for the delay. 

  Best,

  Carly (Tzumi Customer Support)

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an ionchill 6 bottle wine cooler as a Christmas gift in 2022. About 2-3 weeks ago, it just stopped working. Assuming it was just an outlet issue in my kitchen, I moved it to several different spots but it still did not turn on, etc (seemed to be a blown fan or motor). Prior to trying different outlets, I made sure the fan/motor was not ****** with dust. I have made a number of inquiries via the phone and email without a reply. When you do call, you are on a constant/long hold and are forced to hang up due to no answer. All I am looking for in return is a replacement for the unit.

  Business response

  05/11/2023

  Hello *****,  My apologies for any delays in customer service response. We are open during standard business hours M-F EST and although our phone lines are currently down, we can be reached directly through online chat through our website. I believe I have recently responded to the email you submitted, although I can't confirm as it was not the same email provided here.  I have provided all possible solutions and warranty requirements. If you have not received this response, please confirm you are sending to **********************************  My first suggestions for the issue you have been having with the Wine Cooler is that the cord may be damaged and this can be replaced immediately.  Please provide your shipping address via email.

  Thank You,

  *****

  Customer response

  06/05/2023

  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

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the robot vacuum last summer and it recently started giving multiple different error messages whenever running it and not vacuuming properly. I have submitted several service requests online and responded to multiple automated emails asking for information. I have also called multiple times when the customer service center was supposed to be opened but every time I get an automatic message saying they're temporarily closed. I submitted the first request 28 days ago and sent multiple other requests since and have only received automatic email responses.

  Business response

  05/15/2023

  ******,  My sincere apologies for the lack of response to your email inquiry.  I have personally emailed with in-depth descriptions of how to fix or repair the issues you have been experiencing with your SmartClean V4 Mainbrush.  If this information doesn't prove to be helpful, please let me know and we can proceed with sending the unit in for repairs. I can be reached by responding directly to the email which is now assigned to my attention. 

  ****** ***** 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. ↩