ComplaintsforTzumi Electronics LLC

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vacuum cleaner from this corporation and on its third use it broke. I contacted the customer service support email describing what happened and they sent me a ticket number which I initially felt good about that they would be on it with a resolution soon. That was three weeks ago and I have heard nothing and cannot reach this company. I began looking at reviews of other customers and saw that there are many many others who have just given up on trying to get an issue with the vacuum cleaners and other products resolved. Many reviews say the company cannot be contacted and that promises made to customers are never kept. To me this is terrible business practices and borderlines on fraud. If youre a company that sells merchandise, you need to be able to respond in a timely manner to system or service issues. At this point I still have no resolution from Tzumi. I hate to think I am out nearly $200 with a vacuum cleaner that is sitting here brand new and a company that wont make it right.

  Business response

  08/24/2022

  Hello *** ********************************************* you for reaching out. My apologies for the delay as we are currently trying to get caught up and expand our customer support services.  I see you originally emailed on August 15th regarding a HydraClean vacuum.  An agent has replied on August 24th to help with any possible troubleshooting or if needed, filing a claim under the warranty guidelines. You are now in direct contact with this agent for faster processing of any questions and information. Thank you for reaching out with any concerns and feedback regarding response time.  We again apologize for the delay and will do everything possible to get this unit working properly for you. 

  Best, *****

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted Tuzmi on June 23 of 2022 about a defective LED rope light I purchased new. They asked for information including model and serial number which I supplied, so they could provide warranty replacement. After that intial reply, this company has not responded to ANY requests for updates even after I created a new request for help for resolution via their website. I have written several times now over the past two months. At this point, I would just like a refund of these rope lights. Unforuntately, I see HomeDepot no longer sells these in this length but as I recall the lights were on sale for around $25. Therefore a refund in the amount of $25 would be acceptable.

  Business response

  08/16/2022

  Thank you for contacting us regarding the issues you've been experiencing with the ColorFlow Rope Lights.  My sincere apologies in the delay in response.  Under our one year warranty we require proof of purchase in the form of receipt as well as a photo of the damaged product. With this we can provide a replacement for you.  If the proof of purchase isn't available, we can still assist. We will just need the damaged product sent in to our customer support and repairs department. Once received and malfunction is confirmed, we will be happy to replace the item for you.

  I have also reached out to your previous email and look forward to finding a suitable resolution for you.

   

  Customer response

  08/23/2022

  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 and the matter has been resolved.
  
  

  Hi;

  I was catching up on emails and noted that this file has been closed.  I wanted to note that Tzumi did send out a replacement rope light after the BBB complaint and I was hoping that you could change the results to "consumer satisfied" to give credit to this business for making this right.  Honestly, I thought I would have more than a few days to respond to the BBB as in fact the replacement just arrived in the mail.

  Thank you for your efforts in this case.  I don't think the manufacturer would have responded had it not been for your actions.

   

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

   
  
   
  
  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Customer Service,I have a defective Multi-Angle Precision Massager.Tzumi No. **** UPC: *********** In original travel case & original packaging.Receipt for purchase of item is attached.This very disappointing. I am disabled and need this for physical care.They replied back once and then ended communication. I also sent them the receipt.Thanks,*****************

  Business response

  08/04/2022

  Hello ***,

  I apologize for the delay in response.  We have prioritized your Ticket and I will personally make sure this claim is expedited so that we can make sure you have a properly functioning massager.  Please check your email as we have requested personal information for the replacement.

   

  Best,

  *****

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a back massager (profit elite serial #********** model#****) from **** that was manufactured by Tzuni, of course, the device didn't last 4 months and stopped charging. When I contacted **** they indicated it's no longer within the 90-day warranty period and I would have to contact the manufacturer directly (there is a 1-year manufacturer warranty). Their phone number obviously has been disconnected and this is their reasoning for pushing consumers to email the issue. I did email the issue and got a trouble ticket #********** on July 6th. I filled out all the details they asked for even a video showing that the port will no longers hold the charge cable contact properly. They still have not gotten back to me and this device is used for deformed muscles in my upper back that have now flared up again since I do not have the device to regulate the blood flow in my back.This is terrible customer service and I simply just want a device that works based on their policy and advertisement.

  Business response

  07/13/2022

  Hello ****,  I apologize for this long delay in response caused by unforeseeable circumstances.  As of now your case has been filed and a replacement unit has been shipped. We appreciate that you took the time to send in required information to file a claim under our warranty and again, our apologies for the delay. I hope that you fully enjoy the replacement massager.   If you should have any further questions please reply directly to your ticket as I have personally taken over the case for you for an expedient reply. 

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a tzumi product from ******** ionvac ****, and it only worked for two days. I have attempted contact with the company via email multiple times with no response. I attempted to call them, and their phone services have been shut off.

  Business response

  06/15/2022

  Hello ******* ** apologies for the delay in response. I have located your open ticket and responded directly to your email with all information regarding how to fix a potential ***** ***** as well as information on how to proceed under your one year warranty with submitting for repairs. The pre-paid label has already been provided if you would like to send in and I will personally remain in direct contact to make sure the process is expedited as well as answer any questions you may have.  Thank you, *****

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pocket hand warmer/battery pack made by this company and sold by ******** Upon opening it it was not working and would not charge, ******* wouldn't work with me because I didn't have a re iept and the very next day after my purchase it was placed on clearance so I could only get a very, very low refund and a significant loss. I contacted the company and they demanded a receipt which I didn't get because the register was out of reciept paper at the time and I was in a hurry, if I had known that Tzumi made defective products and would respond d in this way I would have never purchased the item in the first place

  Business response

  03/11/2022

  We are sorry for the trouble you have experienced with the hand warmer power bank.  We here at Tzumi do offer a one year manufacturers guarantee to cover any malfunctions with our product. We do, however, require some proof of purchase in order to file the claim.  If you do not have the receipt available you can send the unit into our customer support team for testing and repairs.  When the malfunction is confirmed we can have a brand new unit shipped directly to you.  If you would like to send your hand warmer in to proceed with a replacement please contact ********************************** for details. 

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received two Starlight LED Projectors as gifts. Model: **** S/N: KL2051**** After about 3 months one stopped charging. The chord itself works because I tested it on the another projector that we got and it worked on that one. It's the projector itself that stopped working.I contacted support and they told me I needed proof of purchase to get a replacement. Since this was a gift I have no proof of purchase or gift receipt.I have a broken projector and a serial number.I've had many warranty requests with other companies in the past and none have asked for a proof of purchase. The item is the proof itself,unless Tzumi is accusing me of stealing it or flat out lying about when I got it but since I have the S/N they should be able to just check some information on it.I think this is a convenient way to get out of honoring their warranty.

  Business response

  03/07/2022

  Hello *******

  My apologies for any confusion regarding our warranty process.  We offer a one year warranty on our products which covers any manufacturing errors or damages. Just like any other manufacturer offering a warranty we require proof of purchase in the form of receipt or order confirmation so that we can confirm the date of purchase.  Confirming the date of purchase is necessary for us to ensure the item is indeed still within it's one year warranty period. This is not information that can be confirmed from a serial number alone.

  We can understand if this was a gift and you don't have the purchase information available. We just ask in this case that you please send the unit to our customer support and repairs department. Once received, we will confirm the malfunction and if unable to fully repair the device for you we will replace with a brand new unit. If you are interested in proceeding with sending the projector in, please contact us at **********************************.  Please feel free to put to my attention ******* and I will help to get this resolved right away.

  Thank you,

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

• Initial Complaint

  11/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a **** mah tzumi power juice charger that is also wireless. Item is advertised as **** mah and that claim is false and misleading to consumer. After only a few uses, unit stopped working. I contacted company via email and telephone no answer. They are not honoring the warranty.

  Business response

  11/29/2021

  We are sorry to hear you have been experiencing issues with your 12,000mAh PocketJuice Charger.  This unit requires recharging and contains a lithium battery which you will want to take care for in order to keep in top shape.  For example, keep away from moisture, extreme heat or cold, and overcharging.  We also offer a one year warranty good for a one time replacement for which we just request copy of receipt as proof of purchase.  I have responded to your personal email with all the information necessary to proceed with filing a claim and we will be happy to speak with you to get everything taken care of as soon as possible.   Thank you again for reaching out. 

*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. ↩