ComplaintsforTzumi Electronics LLC

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, on 03/22/2023 I purchased 2 PROfit Eye Massagers for myself and my wife via the Tzumi website for the amount of $89.98. I believed that in exchange I would receive properly functioning products. We opened them the evening of 04/16/2023. My wife's worked for 12 minutes. She attempted to charge the Massager and couldn't get a light on to show it charges. On mine, it never work at all. We attempted to charge them 04/17/23 for 6 hrs. Neither one will take a charge. We used the supplied cords & tried numerous charger blocks. I have tried everyday since 04/17/23 to contact Tzumi using contact number provided on the Tzumi website & it says that the call service is temporarily unavailable. The website "chat" feature is also down. I had to email them & was given an automated response ticket #********** but nothing more. In my email I stated that we were so looking forward to using these & will be awaiting a prompt response. I've not heard or received anything. At this point I only want to return for full refund & cease business with Tzumi. My original order number was #***** Thank you. ***********************

  Business response

  05/01/2023

  Hello **************,

  Thank you for speaking with me through our Tzumi support email. I apologize for any delay in response and hope you will consider trying the troubleshooting I provided for your Profit Eye Massager. If you prefer to return to us at Tzumi, please use the label provided and we will be happy to move forward in whichever way you choose.   Best, ***** 

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Tzumi technical support has not communicated with me unless I initiate communication. I sent a vacuum part to be fixed weeks ago. The vacuum is of no use because Tzumi has the part has in their possession. This is unacceptable. Therefore I am requesting a full refund for the inconvenience.

  Business response

  05/03/2023

  Hello,  I'm sorry but I believe this is incorrect.  According to the address you provided and the information associated, the vacuum part you provided to us at Tzumi customer support was repaired, returned, and delivered to you via **** on April 25th.   The filter and dustbin component of the Fusion Clean had been put back together incorrectly by the user and we offered a courtesy repair.  This was completed returned, and delivered on April 25th.  More dates and tracking information can be provided again if needed.  You can contact at ********************************** and request me directly if you like.  Attn:*****   I will be happy to provide any information or further assistance needed. 

  Best,

  *****  - Tzumi Customer Support 

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Ionvac SmartClean V4 11/10/22, unit has since failed. It operates for about 10 mins and then shuts off with no warning. When I navigate to the Tzumi website to contact them, the phone # does not work and neither does the online chat. I've also emailed two separate occasions with no response. ********************************************

  Business response

  07/31/2023

  Hello *****,

  I see the replacement battery has failed and you sent us a message July 10^th.  I responded on July 12^th asking for some details regarding if the unit is just dying completely or if you are getting a red error alert.  If you would like, I can offer a pre-paid shipping label to send the unit in for testing and repairs. You can reply directly to the ticket to let me know if you would like to proceed. 

   

   

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

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a battery operated Tzumi standing vacuum September 16, 2022. It worked well initially. After operating it 2 or 3 times, the length of time the battery provided power decreased. Now, the vacuum will not operate. Based on a call with a Tzumi service tech in early March, it was determined the battery had stopped working. I provided the tech with the serial number and model number and when I purchased it. The unit was definitely still under warranty. The tech said a replacement battery would be shipped to me. I never received it. After waiting for the replacement battery for 3 weeks, I called the **************** number on their website. A recorded message said the phones weren't working. I sent an email explaining that the battery had stopped working and a replacement was supposed to be sent but I hadn't received it. I received an automated message asking for the model and serial number which I provided. A claim number was emailed to me. When I didn't hear anything from Tzumi, I sent another message and again provided the serial and model numbers. Again, I received a claim number. After several days, I called again and heard the same message that the phone system wasn't working. I tried to contact the online support chat, but it didn't work. I sent another email expressing serious aggravation and complained about the failure of their customer service. I have not received a reply.

  Customer response

  04/24/2023

  Better Business Bureau:
  
  Tsumi sent a replacement battery.  I accept their method of settling this problem.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a tzumi fusion clean vacuum less than a year ago , suddenly it stop working . I contacted them via email about six times and gave them all the information they ask for since two weeks . I am still waiting for a replacement , It still under the one year warrantee. Thank you **

  Business response

  12/20/2022

  Hello ******,

  My apologies for any confusion there may have been during our communications. In our last contact with you we requested a copy of your receipt as proof of purchase which is required to file a claim under the warranty.  A photo, screenshot of order confirmation, or anything showing us where it was purchased and the date.  That's all we will need.  We have not heard from you or received anything since this last request on December 2nd.

  It doesn't appear we have done any troubleshooting on your device and I will be more than happy to help you get everything working again.  Please check your open ticket/email and I will be happy to guide you through any problems you may be having. These are strong vacuums and often just need a little assistance to get everything back on track. 

  Best,

  *****

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Tag-It keys and got the fob to sync. Now the device is unusable and will not power on. I contacted the manufacturer and they said this was "normal". This device is faulty and they refuse to fix it because it is only 2 to 3 weeks old. Representative ended chat. This was bought at Hobby Lobby as a gift and I do not have the receipt.

  Business response

  12/06/2022

  Our Apologies for any confusion there may have been in our prior conversation.  We do not believe this is normal behavior for the TagIt product and we offer a one year manufacturers warranty on all Tzumi products.  

  Proof of purchase is required in order to file a claim for replacement but if this isn't available, we just ask that you please send the unit into our Customer Support and Repairs department for testing. Once the malfunction is confirmed we will have a replacement shipped directly to you.

  Please send to:

  Customer Support ***************************
  ********************** * *** ***** ** ********************************************************** *****
  

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased from **************** store in September a Hydraiq Ionvac, a month later the vacuum stopped charging, sent an email to Tzumi and responded with a ticket #********** on October 7. Since then, I sent two more emails requesting a replacement and did not received and answer. We left the machine in the laundry room on its charger. October 29th my wife heard a whining noise and when she went to the laundry the vacuum was running by itself at high speed and smoking, she took it outside and it caught on fire, the battery pack exploded sending one of them 10 feet away. Needless to say, if the house was empty at the time probably it would have caused a major fire. I have pictures and a video of this event. At this point in time, I don't want a replacement that can create a fire hazard inside the home and Tzumi doesn't answer the customer service number or reply to my emails. Please help.

  Business response

  11/09/2022

  Dear ********,

   

  We are terribly sorry to hear of the alarming experience you've had with the HydraIQ Vacuum.   Thank you for providing the photos of the damaged battery and vacuum here for evaluation.  We would very much appreciate the opportunity to speak with you directly regarding the incident and any information available that can help us find the cause.  We of course would never want this to happen again to another customer so any information you provide is a great help.  I will reach out directly to the email that was provided here so we can get everything taken care of and covered for you. 

   

  Best,

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

  Tzumi Customer Support

  Customer response

  11/17/2022

  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:

  Good morning, my back and forth communication with Tzumi. Staring to feel like Im getting the run around and they are delaying on purpose to not refund or send me a different vacuum. Thank you. 
  
  
   

   

   

   

   

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

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

  Business response

  11/17/2022

  I apologize for the delay in response of tracking information.  I had a personal emergency, however, your replacement order for the upgraded vacuum was placed on 11/14  with ***** tracking # ************

   

  It has expected delivery of Tuesday 11/22. 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have the V4 self cleaning, robot vacuum, purchased in April 2022. It stopped working giving a brush life code. We changed the brush, but it still didnt work. There is no one to contact by phone, so I used the chat feature. I was promised and e-mail with a shipping label. That label took days to arrive to my inbox. 1.5 weeks after shipping an over night item, I still had no communication from Tzumi about my vacuum. I messaged 5 times. I guess the chat is closed all weekend, and no one answers on Mondays. I was finally able to get someone on chat on Wednesday of this week. I was told someone would contact me about the progress of my vacuum. Its now Saturday and no contact has been made. Where is a vacuum?!?! Send it, or give my money back.

  Business response

  10/03/2022

  Hello ******,  Our apologies for all delays and any confusion with receipt of the return shipping label and processing of the replacement.  We found during testing of your unit that there was a wiring issue associated with the main brush functions.  We will need to replace the entire unit due to this error.  Unfortunately we have not processed the replacement because we do not have your shipping address.  If you could please respond to your open ticket with the ****************** address we will have the replacement sent out right away. 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So six months ago I contacted ******* about a pair of air buds that had gone bad. They replace those with a newer upgraded model. I was so happy with them was ready to give awesome reviews. Did the air buds they sent me a month and a half ago quit working. Wouldnt charge. Contact the customer service was sent a ticket number. end. Illegal to print out to send it back to him. I did send it back to them and now I have heard nothing from them. I cant call the chat feature from the website. They ghosted me.

  Business response

  09/29/2022

  Hello ******,  as we discovered yesterday when you contacted us, you were emailed immediately upon receipt of the faulty product and offered a replacement.  We just needed your shipping address. The replacement has since been sent.  It will be helpful in the future to always contact us from the same email address to ensure the association of prior conversations and open tickets. Thank you. 

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought TZUMI Powerbank from ******* a couple of months ago. I no longer have the receipt because i thought i wouldn't need it as the product I had purchased had really good reviews. Sadly after a use or two out of the product the power bank does not work. It works as a charging block but not the power bank. I was really sad about this as I was very excited about this product due to its uniqueness and functionality. I emailed customer support almost two weeks ago, got an automated response immediately, and have not heard back since. I have sent all of the info they needed and I just want a replacement at this point. I dont have the receipt but as someone stated before, I am not trying to scam a company out of a $30 broken charger. I simply want a replacement as this has been a long process to deal with. I could provide bank transactions to show i went to ******* is they are really that pressed about it but I have the physical item that i'm willing to SEND back so to me, that should be enough proof of purchase to be needed given this scenario.

  Business response

  09/14/2022

  Hello *********,  My apologies for the delay in response. I have located your open ticket and responded to your request for replacement.  We do offer a one year warranty on products but proof of purchase is required in the form of receipt showing a purchase date and the item purchased from the retailer.  Unfortunately a bank statement wont be able to show us that a Tzumi item was purchased.  Without the proof of purchase available we will ask that the damaged unit be shipped into our customer support and repairs department for testing.  Once the malfunction is confirmed we can file the claim and process a replacement for you.  Please see the email response for information regarding your case.  You are now in direct contact with an agent for expedited processing. 

*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. ↩