ComplaintsforInfinity Hoop

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, this is ****** ******** My order was #****** Feb 13, 2024, Infinity Hoop. Total $79.99. I gave their product (exercise hoop) a try, because they said, directly from their website We believe so much in the results from the infinity hoop that if you use the infinity hoop for 30 days (for 30 minutes each day) and dont remove a link within 1 month then we will immediately issue a 100% refund on your purchase (terms below) and yes you can keep the hoopBut it turns out their Infinity Promise is a scam. they explain all the unrealistic things you had to have ALREADY done in order to qualify to get your money back. see link below for terms That is not immediately. Its not feasible. Its unethical. Not do-able for any average person. I dont even have enough phone storage to be able to video 30 days of my 30+ minute workouts and try to figure out how to send them all to this company. And what if I didnt even have a phone with capabilities to be able to do this at all? Its a false advertising scam and they should be ashamed of themselves. What they are asking is absurd and they are scamming people. See their terms here: *************************************************************************** I emailed them back and forth multiple times to try to get through to them that I would like a refund and let them know that their terms are immoral and wrong and they need to take that promise down from their website, but they would not reason with me.What I am hoping you can do: please stop them from doing this to any more people. at the very least their "promise" needs to disappear. they should not be allowed to falsely advertise this promise and then not follow through with it when a customer takes them up on it. They cannot falsely advertise a refund and not be willing to give it. I am hoping you can get them to give me my measly refund as my MANY communications via email *********************** with them got me nowhere in that are as well.I have a video I can send you

  Business response

  10/31/2024

  The customer could see the steps to get the inifnity promise during the purchase. We have the Infinity Promise in our website ***********************************. 

  There were 7 communications with the customer about the ********************** Promise. You can see them in the attachments.

  Please read the Infinity promise with the steps: ***************************************************************************

  Refund Policy: *************************************************************

  Terms of service: ****************************************************************

  Customer response

  11/07/2024

   
  Complaint: 22494006
  
  I am rejecting this response because:

  The company is continuing to NOT address anything I have requested. It is getting really annoying to have to repeat myself this many times, yet here I go again.
  FIRSTLY, I requested a (FULL) REFUND of the product because I used it for the 30 days (I actually did it for 2 months straight, but I requested the refund at day 30), I used it for twice as long of the length of time (for every single one of those days) that they required, and yet I was not able to loose a single link off my hoop around my waist (I didn't lose weight either. Fact-I actually gained weight).  It says, online, no questions asked, they would "immediately" refund someone who has found this to be the case. I am just asking them to uphold their promise. And No, I will not pay for shipping to send it back. it says a refund, not a return. It does not say for me to have to send their product back to them AND pay for it too!
  SECONDLY, the proof that they are requesting from me (before they will decide to refund me. How is that for immediately?) is absurd. So absurd that they make it nearly impossible to finagle a away to accomplish these terms. They did this on purpose-shame on them! And for that, I am simply asking them to stop scamming people and change their promise-The promise needs to be taken down from their website and from their advertisements, so that other people dont have to deal with this headache of their lies. It is very clear to me, now, that many besides me have found that the way they run their business is unethical.
   Let me explain these terms they are insisting I provide. they are asking:
  #1- for me to submit a ticktock or Instagram. How can I do that if I dont have either of those? That means Id have to have one of those social media profiles before purchasing their product or because I bought their product? No thank you. Shame on me for not thinking of that! Did I base my purchase off of this fine print? ****. They cannot require me to have proof through something I dont have to begin with.That would be the same as them saying I must call them from a landline phone before they will help me. Well guess what, not everyone has those anymore. Absurd.
    #2- for me to send them a video documentary of the entire 30 days of me using their product.Excuse me? This has to be a joke. Who do you know that videos themselves every day they exercise? No one. I can not show them proof I do not have. I cannot go back in time to do that, nor does my phone have space to do hold that much data,even if I had. Not to mention, how am I supposed to send all of that that their way? thats a lot of GB. This request is impossible, unreasonable, and absurd.
    #3- Show photos or reels that visibly demonstrate your daily use of the hoop for the 30 days. Where? What does that even mean? You want me posting a picture or video,everyday, of my disgusting flabby body all over ********? To be advertising your product for you? No. No one does that. Thats impractical. Absurd.

   This is all a gimic and I am done playing games with this company.

  Id like to see this company, instead, request reasonable proof from people trying their product.I provided multiple videos and pictures proving I used their product-all the wear and tear-and on the packet they provided me, each day I checked off once I was done exercising and I put the date down too, which I just happened to have done for myself-to keep me accountable. What more reasonable proof could there be to show that I gave their product a try and it just didnt work to help loose inches nor weight?
  
  Sincerely,
  
  ****** ********

  Business response

  11/07/2024

  The Infinity promise was shown to the customer at the moment of the purchase. It is in our website and everyone can read it. 

  I know it is possible the people can not make tiktok videos, but she could make the proof that she used the Infinity Hoop for 30 days.

  I can send a return label to the customer to return the ********************** and the free items she got and once we receive it we can refund her the money.

  It can be a possible solution to the Customer.

  The Customer opened a second complain to a company in ******. I think that is not fair.

  Let me know if that is the possible solutiion.

  Customer response

  11/07/2024

   
  Complaint: 22494006
  
  I am rejecting this response because:

  Company has still not addressed the request of change of their terms of their promise so that one can actually reasonably prove that they have used the product.

  
   Company says "...but she could make the proof that she used the Infinity Hoop for 30 days"  Well, this isn't true because the company has decided that all my proof (original emails with pictures and videos) isn't satisfactory,  That is why we are where we are at today.

  
  Company says The Customer opened a second complain to a company in ******. I think that is not fair. Why yes, I did file a complaint with the *********************************;as that is the correct action to take in this situation. I told you in our original email communications that I would be doing that if youd continue to be deceitful. When one has a major issue with a company, one contacts the BBB and **** Fair? Im not sure what that has to do with my filings, but Im pretty sure we know who is being fair in this situation. If you can believe it, I do not actually want to be wasting my time dealing with this nonsense.

  
  Company says: I can send a return label to the customer to return the ********************** and the free items she got and once we receive it we can refund her the money.  My hesitation with accepting this is that I have now seen the true colors of this company and I do not want to run into any more problems with them-Id likely run into them turning around and saying that they never received the hoop, or they dont actually give me a full refund as they say the will, or they say some of my return was missing and only do a partial refund etc (all of which others have sent in complaints for already, as you can see on this BBB website) therefore Ill have to decline and continue my request that began 8 mo ago. That I simply get a full ********* advertised on their website. "no questions asked"& "immediately" are some of their wording, if I recall...  I would expect a company of integrity to uphold that promise. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Timeline of Events:- On 7/4: I placed an order for an Infinity Hoop for $64.99 with $9.99 shipping fee for a total of $74.98 - On 7/11: the item was delivered - I tried it on and immediately realized ALL the marketing videos they have are VERY misleading - the product is outrageously loud when in use and it's just awful - On 7/11: I requested a return - their initial reply stated that they were willing to offer a 30% refund and I could keep the item OR I could pay the return shipping cost. I replied, saying I was willing to pay for the return shipping because I had no interest in keeping the item because it was NOT the product they advertised. I had to pay $25 to return the item to them via ****** On 7/18: The return was confirmed by **** as being delivered to the ** Box they specified.- On 7/24: I received a notification saying my return was processed with this note: "Some items in your order have been refunded. Total amount refunded: $44.99 USD" which is $20 less than the cost of the item. I reached out, asking why I only received a partial refund. However, based on the overwhelming number of unsatisfied customers with similar experiences to mine that I've seen on various forums on the internet, I do not expect them to ever refund the additional $20 they owe me. They had no right to issue a partial refund, and their business practices have been shady at best. This is their "return policy" which is intentionally vague. **************************************************************

  Business response

  07/25/2024

  The order number ****** the customer has ordered, 1 purple **********************. We gave for free a sweat belt and the Digitall Success Kit. The last one was sent to the email. The Infinity Hoop and the sweat belt were sent with the tracking number 9434609105114616651817 and it was received on 7/11/2024 (see attachments).

  The Customer returned the **********************, but didn't return the sweat belt, so we discount the value of the sweat belt $29.99 to the value of the order. It is free if the customer keep the **********************.

   

  Refund Policy: *************************************************************

  Terms of service: ****************************************************************

  Let me know if you have another request.

  Customer response

  07/25/2024

   
  Complaint: 22035947
  
  I am rejecting this response because:

  1: In all my written communications with them, Infinity Hoop has never requested the "free sweat belt" be returned.

  2: I did not receive a "free sweat belt" (whatever that even means) - I returned every single item that was sent to me in the exact original packaging, and included the form they requested.

  3: There is no mention of the "free sweat belt" in their return policy that they linked in their response.

  This company is an absolute scam, and they owe me the remaining $20 of my refund. 

  Thank you,
  
  *************************

  Business response

  07/26/2024

  You can see in the attachments the email we sent once the package was delivered. In this email you can see we sent the Infinity Hoop and the sweat belt.

  It supose that if you give the sweat belt for free by the purchase of the Infinity Hoop, they need to return free item if the customer doesn't want the **********************. 

  The Cx said she didn't receive the sweat belt, why she didn't write to to the support that the item was missing. 

  The value of the sweat belt is $29.99. that it is included in the value of the Infinity Hoop. That was the discount we made in the refund.

  Have a wonderful day,

  Let me know if you have another request

  Customer response

  07/26/2024

   
  Complaint: 22035947
  
  I am rejecting this response because:

  I did not inquire about the missing free sweat belt because I didnt care about it, want it, or need it so it did not matter to me when it did not arrive with the hoop and because it was free according to Infinity Hoop I didnt care about it at all.

  Their response is inadequate and I insist they issue me the $20 they owe me. I returned the item I paid for and followed all of their instructions. 
  

  And again this is a documented issue where this company only issues partial refunds when people hate their product and want to return it. They are scamming people and I absolutely will not stand for it. They owe me $20 and I will not rest until they give it back to me.

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered from this company, and realized the address was auto filled in wrong. I attempted to contact this company SEVERAL times and got no response. They FIANLLY responded and told me they corrected the address. I decided to cancel my order because of the reviews and problems other people are having. Their policy states that I have 24 hours to cancel my order, so I confirmed with the company that I did want to cancel as nothing was shipped out at this point. The company confirmed they got my cancelation request, and STILL shipped it out 2 hours later TO THE WRONG ADDRESS.

  Business response

  07/29/2024

  I contacted the team in charge and we can reship the order to the correct shipping address. Ask the customer how to proceed.

  Let me know any answer.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered extra hoop links on the morning of June 15th. I realized I didn't need them as my original hoop order arrived the same day and it was plenty big. There is no easy way to cancel an order online, so I emailed their support (what it says to do) and attempted to cancel the order. I got a response that night stating canceling the order would be looked into, but I didn't get a response for 4 days (after the order had shipped - 3 days after the request to cancel was made). Their website states they can cancel orders within 24 hours. But since mine had been shipped 3 days later, the refused to refund until the order was delivered. They even stated I would be given a return label once the order arrived. The order arrived but now they are stating they do not give return labels and I have to ship it myself to get the refund. This is ridiculous as I already attempted to cancel the order well in the 24 hour window. I would like help getting a pre paid return label and a refund. I have attempted to show screenshot of the emails, however they don't seem to be staying uploaded. Please let me know how I can share them with you.

  Business response

  07/03/2024

  The customer asked us to cancel the extra links, but the package was already shipped.

  The customer received them, you can see the tracking information in the attachments. She can return them and we will refund the money once we receive the package.

  See the communication about this item in the attahcment.

  Refund Policy:*************************************************************

  Terms of service: ****************************************************************

   

  Let me know if you have another request.

  Customer response

  07/09/2024

   
  Complaint: 21927554
  
  I am rejecting this response because: they are dismissing the fact that I had tried to cancel within the 24 hour window and it was because of them that it was not canceled. I get that the items need to be returned to get a refund. However, they are now expecting me to pay to ship them. Again it was not my fault they were shipped as I attempted to cancel the order. I was also told that I would receive a shipping label from them and now they will not send one.
  
  Sincerely,
  
  ***********************************

  Business response

  07/11/2024

  Hi,

  We already sent the return label to the Customer. Once we receive the package will refund the money.

  Have wonderful day.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased their product on 4/29/2024. They have a 30 day satisfaction guarantee listed on their website. Not only did I not achieve the results to meet their guarantee, my item was defective. I followed their instructions to return the item; my tracking info says it was delivered 6/3/2024. They acknowledged receipt of the product. They have reviewing the return for almost a month now. They did not respond within the 2 day time frame listed on ******** marketplace when I requested the refund. I had to call and email them separately to get the info. Now any communication I get takes days and its always the same - its just under review. After researching more Ive found this company does this to a lot of people. They take back their products and dont issue refunds as promised. I also just disputed this with PayPal.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Infinity Hoop and waist band in Sept. 2023. The ball kept sticking and aggravated my sciatica causing pain in discomfort in my back and right leg. After emailing the Infinity Hoop customer service twice and calling and not receiving return information within the 30 days of receipt of the package, I filed a complaint with my credit card (cc)company. When my credit card company initiated the chargeback, Infinity Hoop responded and provided return instructions and my cc put the $74.99 back on my card. Infinity Hoop received my return mid-November. However, they will not refund the $74.99. So they have their product and my money. I have contacted them via email several times but they will no longer respond. Their last response on 12/05/2023 stated they were waiting on bank resolution and could not refund money at that time. My subsequent emails have been ignored.

  Business response

  04/23/2024

  The money of the order ****** was already refunded and we sent the customer an email with the information. See attachment.

   

  Let me know if you have another request.

  Customer response

  04/23/2024

   
  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.  As a result of your inquiry, the business processed my refund today and sent an email. Thank you for helping me to resolve this!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive beenattempting to get a refund and shipping label to return product. Company is refusing to send shipping label and only offering 30% refund on products. The product keeps falling apart and does not glide around.

  Business response

  04/11/2024

  The customer inform that the item was wrong, We ask her to send us a photo to fix the issue and she ask for the information for a return. We offered her the 30% and she can keep the item. She answered, she wanted to return for a full refund. We sent her the instructions for the return.

  We don't handle return labels. You can read the return/refund policy at the link below.

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

  You can read the terms of service at the link below.

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

  Contact us if you need another request.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had ordered a free trial product from them. Never received said item and then they tried charging me the additional full price for it. I had contacted their support team through email explaining the situation and never got a response. I then cancelled the subscription. How are they going to charge me for an item I never received?

  Business response

  03/05/2024

  We offered a free trial of the Super Fat Burner. This order was declined by the Supliful system. I was charged the value of the shipping, but it was already refunded to the Customer. 

  We **** ****** if the customer wants.

  See in the attachments the order of the free Super Fat Burner and the refund information.

   

  Let me know if you have another request.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased item from merchant in November 2023. ******** stated item was delivered to my address 11/24 at 4:16pm. I checked security cameras at my residence, and have no record of ANY deliveries from anyone other than Amazon on that date. ******** has outright refused to provide a refund of what I already paid and cancel the open loan with Affirm

  Business response

  01/31/2024

  The package was already delivered, you can see the tracking information in the attachment. I sent the twin tracking number with the proof of the delivery and the information of the package. I sent you, the receipt, the customer signature and the communications with customer.

   

  Refund Policy:******************************************************************

  Terms of Service: *********************************************************************

  Customer response

  02/01/2024

   
  Complaint: 21217962
  
  I am rejecting this response because:

   

  I provided security camera image proving NOBODY came to my home at the date and time they state.  The signature they received is not mine, and they have not accurately proved that delivery attempts were made at my physical address.

  refund my purchase AND cancel the loan with affirm.  That is the only reaolution I will accept. 

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

  Business response

  02/01/2024

  We already refund the money to the customer. See attachment.

  Let me know if you have another request

  Customer response

  02/01/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered tea from the infinity hoop company on Dec 9th. It has been a month today and it's still not even in the same state as I am. On Dec 20th I emailed them asking where my tea was. I checked the tracking information and it was located in *****. When they responded the next day the tracking information said it was in *********** **********. It is currently still in *********** as of today 1/9/2024. I emailed a week ago asking for a refund and didn't get a response until today saying they wouldn't issue a refund because the package is in transit. I want a full refund. There is no reason it should take this long for any package to come, especially when their website states **** day shipping period. This is not only false advertisement but a scam and I want my money back from these people.

  Business response

  01/15/2024

  The item ordered by the customer was already delivered. You can see the tracking information in the attachments. 

  We sent communications to the email the customer added when she made the purchase with the notifications of the order. See attachment.

  See receipt, Customer Signature and tracking information.

  Refund Policy:******************************************************************

  Terms of service: *********************************************************************

   

  Let me know if you have another request.

  Customer response

  01/16/2024

   
  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.
  
  Sincerely,
  
  *****************************

*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. ↩