Bottles
LarqThis business is NOT BBB Accredited.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Their Pure Vis cap began to flake paint from under the cap, which likely has gone into the water I've drank. I'm disheartened to read additional reviews from BBB.org that I was not the only customer that has experienced the same issue. Rather than taking what appears to be a serious design flaw that should not be considered "normal wear and tear" to light and validating this issue, the response from the company's customer service was disappointing - only considering what's on paper with their embarrassing 1-year warranty, especially for a company that's attempting to slow down the use of single use bottles. A discount on a replacement was additionally insulting, again lacking concern of putting the the heart of their problematic, degrading product front and center.Business response
08/11/2023
We are very sorry to hear about the issue with your LARQ Bottle. As mentioned by our support team, your warranty period has expired. That being said, our support team did make an exception and offer a replacement to you as we empathize with your frustration, however, the offer was declined.Initial Complaint
07/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I order few items on July 17 with order number ******, they said it was delivered but haven't received it. Horrible customer service.Business response
08/04/2023
We have been in contact and offered a refund for the order that was delivered yet not received.Customer response
08/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was given a Larq bottle as a gift in April 2023 which was used for a few months then I noticed an issue with the seal. I emailed Larq on the 9/06/23 who said we will send out a new gasket and also mentioned a crack inside the bottle. They asked for evidence which I sent but haven't heard back since. I must have sent another 4-5 emails since the 27/06/23 chasing for an update but have not a single response.In honesty I do not think this bottle is worth it as we paid **************************************** 2 months and It is also very hard to get a response from their support team.Business response
07/24/2023
We have not received further replies after we requested more information, we're sorry for any inconvenience. We've just reached out via email to assist.Customer response
07/30/2023
Complaint: 20365452
I am rejecting this response because:I have sent 2 emails so far again after I got a response about the complaint, one with the images and other a chase email.
Am I being blocked by your email provider or internal security as the emails doesnt look like they are getting to Larq.Have updated their internal ticketing system and awaiting a response.
Sincerely,
*************************Business response
08/04/2023
The Customer Experience team has been in contact and processed a replacement bottle on 8/1.Initial Complaint
07/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently purchased this $120 water bottle. After only 3 weeks, the bottle cap no longer functions as stated.I have attempted to contact the company twice with zero response from them. This is causing me a lot of anxiety as I feel I may have dealt with a fraudulent company with no quality control and who are clearly violating consumer protection law.To be clear, the company in question is:LARQ, *************************************************************************************************www.livelarq.com I look forward to hearing from you. Thank you in advance.*********************Business response
07/19/2023
We do apologize for the delay in our response. It appears that our team has been in contact and is currently assisting you.Customer response
07/19/2023
Complaint: 20326135
I am rejecting this response because:The issue has not yet been resolved. I have provided all details requested but the company has no sense of urgency after selling a defective product.
They have not sent out a replacement nor have they sent a tracking number for said replacement. If a company is in violation of consumer protection law, they should receive and F rating from the BBB.
Sincerely,
*********************Business response
07/24/2023
In your previous message with our support team, you said "Thank you for your response, I shall inform the BBB you were swift in taking action."
The replacement has been delivered as of today, 7/24.Initial Complaint
06/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was so exited to received the bottle when i bought it. I received the other on 06/06/23. And I used everyday. On 06/21/23, I noticed the orange light. So I charged it until the green light stop blinking. but when i clicked the top. it still showing up orange. so i charged again. which still showed orange. so on 06/22/23 reached out to them via emails. havent got a response from them at all. i did tried their other social. still nothing. i dont want to spend a lot of money to carry a regular water bottle.Business response
06/28/2023
We are sorry to hear about your bottle. We also apologize for the delay in our response to your warranty claim. We are a small team and replied to your email within 3 business days. Our team has provided a solution for the issue and we are happy to help if you experience any other problems with your bottle.Initial Complaint
06/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought the bottle on May 31, 2023. And I received on Jun 6, 2023. I charged once I got it. and I used it everyday. Until I noticed on Jun 22, 2023 that I charged the twice and when I tried to use the purification and it kept going to the orange light. I kept on trying to reach out to them via emails and instargram. No responses. at all. its annoying to carrying around an expensive bottle and you cant even use it for its purposes.Business response
06/28/2023
This is a duplicate complaint. Original complaint is ID: #********Initial Complaint
04/29/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased water pitcher online 4/8/23. Credit card charged 4/9/23. Promotional emails came directly to my email inbox but email notification of incomplete address went to my spam folder, which I found days later. Sent confirmation of shipping address along with screenshot from ****** maps which was not acknowledged, but received new emails from Larq claiming shipping address was incomplete. Supporting documents will be attached along with screenshot of online account that order is still awaiting fulfilment AND complete address in their system.Business response
05/16/2023
We do apologize for the experience. The shipping address given at checkout was incomplete and we reached out to confirm the correct address. We processed a full refund for this order.Initial Complaint
04/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased Larq Bottle on March 8, 2023 because I loved the idea of a self-cleaning water bottle. It sounded too good to be true. When I received that bottle I wasn't too impressed, mainly because I couldn't tell the difference from the water before and after the cleaning. A little over a week ago the bottle started malfunctioning. The bottle pulses blue when it's "cleaning" and orange if the button is pressed while the cap is off. All of a sudden I can't the blue light back no matter if I charge the cap, clean the cap, you name it and I tried it. So I emailed Larq, because they don't have a phone number to call, and told them about the problem. Didn't hear back so I tried again and still nothing. So now I'm here filing a complaint.Business response
05/03/2023
We are sorry to hear about your bottle. Our support team was in contact with you in April and processed a replacement which was delivered to you on May 2nd.Initial Complaint
03/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a PureVis LARQ Bottle, which was delivered to me in early February, 2023. It was working at first but in early March, the purifying cap totally stopped working. I have tried charging and resetting the cap, all to no avail. I will also mention that I have kept the bottle in very good condition with no serious drops or anything else that could have damages it. I've been reaching out to the company periodically for the last 10 days and have not yet received a response. I purchased this water bottle because it is self cleaning. Without the cap, it cannot self-clean!! Therefore, I am looking to have a replacement bottle shipped to me ASAP. Unfortunately, my water bottle DOES NOT contain a warranty code on the bottom and I threw out the box upon delivery so I am not able to go directly through the warranty claim on the website. I, of course, understand that the company is receiving a high influx of emails and is a small team trying to respond thoughtfully to each complaint. But over 10 days has gone by and I am looking for a resolution for my defective $100 water bottle.Business response
03/31/2023
We apologize for the delay in our response to your email. The team has been in contact and has processed a warranty replacement in the meantime.Initial Complaint
03/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On February 28, 2023, I purchased 3 items from LARQ totaling $211.14. On March 1, 2023, the company notified me that my items were being shipped to my home address. I received a confirmation that the package was delivered to my address but I never received this package. I contacted the carrier, but the carrier told me that this matter must be handled and resolved by the merchant, LARQ, because there is a possibility that my package was sent to the wrong address or the instructions were not correct. In either case, LARQ is required to resolve the matter and guarantee delivery of the items for which I have paid. I have tried to contact the company repeatedly. All I receive is a form email stating that "they are busy and they will contact customers within 24 hours". However, I have emailed 3 times over the span of two weeks, and have tried calling 6 times. I also note numerous complaints from other customers who have similar issues with this company and poor customer service practices. I would like a full refund or a fulfillment of my order, as paid for. Thank you.Business response
03/31/2023
We apologize for the delay in our response. We have been in contact and shipped a replacement order as of 3/21 which has been delivered.
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Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
46 total complaints in the last 3 years.
4 complaints closed in the last 12 months.
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