ComplaintsforH20 Labs
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Complaint Details
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Initial Complaint
02/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a counter top water distiller on October 17th 2022 Order #****** from H20 labs. Within the first year, which is also the warranty period, the switch on the distiller broke. I reached out to the company at least 5 times through email on their website and left at least 3 phone messages to the company. I never got a phone call back or an email response to help me fix my issue with the machine. It is now 2/17/2024 and the switch is still broke on my distiller with no reply from the company. I am looking to either get my money back or have them send me a replacement machine. It is unacceptable for this high rated of a company to flat out ignore their customers.Business response
02/19/2024
Good morning,
I just called, but there was no answer so I left a message. Please give me a call back at ************ and ask for ****. If there is an alternate number and time that you would we rather call at, please let me know. Thanks!Business response
02/19/2024
Spoke to customer today and resolved the issue. The problem was a defective part. I put in an order for the replacement part on 541381 and is shipping out tomorrow morning. **** will be notified of tracking when available.
In the meantime I am rolling out new procedure to make sure this doesn't happen again.Initial Complaint
11/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Order Number538012 Customer ******** Order ******/**/************* AM SKU:ProductQuantityPriceDiscountExt. Price 300SSStainless Steel Model 300SS Water Distiller with Glass Carafe1$329.00$50.00$279.00 SubTotal:$279.00 Shipping:Continental ** - Economy$20.00 Tax:$17.94 Total:$316.94Business response
11/27/2023
Good morning,
We've already been contact by this customer this morning and promised a full refund at the time of the phone call. I'm unsure the reason for the complaint when we are already doing what the customer asks. We sent them a prepaid return shipping label at the time of the phone call. All we need is the defective distiller back and the full refund will be processed.
I would like to know the reason for the complaint if we are doing everything the customer asks even after my employee was berated on the phone.Initial Complaint
01/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a water distiller from this company. Never received. They sent a second one. It was missing parts. I asked for a refund they only gave me half a justified fee I was never informed of. When I called about the refund, they reminded me I also ordered extra parts, which I never received. I called customer service a man named Terrence Spivey said that's it, tell the attorney general. So I'm here to ask for mediation for all my money back. I am a veteran of 27 years; I served every day with honor. I didn't help my country by being stolen from on the internet and then told to Fuck off. I told Terrence I was recording our conversation, which I have a copy of if you want to hear it in person. I have contacted my Attorney General here in Nevada; I am filing to have this company BANNED from doing business in our state. Nevada protects its citizens. This company has broken me; I want to be whole again. Did I mention I am a Veteran of 27 years in the USARMY? I am 62 years old, crimes against older adults. order number ******Business response
01/12/2023
This customer was taken care of and fully refunded on 1/5. As of the phone call we had on 1/5, we have remediated the customer in full to their satisfaction.Customer response
01/26/2023
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.
Sincerely,
***** *****Initial Complaint
11/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased a distiller from H2Labs whicb does not work so I called asking for a refund and a post paid label which they never sent and when I call them they won't answer and I called on their standard time line.Business response
01/09/2023
Business Response /* (1000, 5, 2022/11/29) */ After reviewing the call logs this customer did call us a couple times. The first of which (11/02 as 12:30pm) was about a minute for which I can assume was about the the return. As per our published returns guidelines the shipping back is covered by the customer unless defective (which this distiller was not). The second phone call happened at 8:30 at night, 3.5 hours past closing with no voicemail left. when we received the package back on 11/18 there was only a note with the order#, cust ID and "20%" written on it. I could only assume that's from the returns page as that's the restocking fee for new and unused distillers. We refunded the distiller less 20% the following business day (11/21). We should have refunded less 50% from our guidelines but did not an erred on the side of caution and refunded more just to be safe. If the customer wants something more I would be happy to assist. I just need a time and good contact number to call back on so we can talk it over (further refund, or possible exchange for a new or different model). Consumer Response /* (3000, 7, 2022/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The didstiller made about 1 cup of water and stopped...it was defective. I spent over $40 to return it. they owe me Business Response /* (4000, 10, 2022/12/19) */ We have refunded the $43.87 as requested. Consumer Response /* (2000, 13, 2022/12/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.