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
03/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Hello BBB,Order # ****** (tracking # 1Z90Y4980300250611) was placed Dec. 5th 2021 with LARQ, **** water bottle. I got an email on Feb 5th 2022 that it is in the process of being shipped. I checked the tracking # weekly and the current status of "Label created" hasn't changed since Feb. 5th.This order now pending over 3 months after the date from being ordered and still hasn't been delivered and I still have no update on tracking or delivery from tracking info number being shared on Feb. 5th 2022. I understand having supply chain issues but this is unacceptable. I asked for updates over 4 times and LARQ's responded twice on Feb. 16th and 22nd is that it is passing customs through their international warehouse, but that seems to be their cop out excuse for every delivery issue they have dating back on Nov. 1st 2021 orders from the BBB LARQ page. With that being said, I would like BBB support in trying to get me a refund on order # ****** to my credit card payment method ending in **** of ****** USD as that is what was charged.I believe this is a direct violation of the ************************ act as "the delay is more than 30 days - the seller has to cancel the order by the 30th day (or Mar. 5th, 2022) of the delay period and give you a full refund". I'm in process of reporting LARQ, **** to the *** for fraud as well as the rest of the shipment passing through customs from your international warehouse facility.Thanks,*****Business response
03/22/2022
We're very sorry for the delays with our response times. We've been in contact with this customer and have canceled their order and submitted a refund.Customer response
03/23/2022
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. The refund has been issued.
Sincerely,
***************************Initial Complaint
03/14/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought the LARQ Pitcher PureVis last year and at the time they offered me a subscription where I'd receive a new filter for the product every two months. Last fall I received an email from LARQ notifying me that the first filter in the subscription had shipped but after weeks of not receiving it I contacted *** and they told me that LARQ had created the label but never sent them the product for shipment. I reached out to LARQ repeatedly via email asking about it and was simply told that it was on the way. After two months of not receiving the product I told them that since the second filter in the subscription was about to ship to just cancel the first one and refund the amount they had charged me, which they did. However I then had the same issue with the second filter. On February 15 they charged me $23.66 for the second filter and now nearly a month later I have not received it, despite receiving an email from LARQ on February 21 saying that it shipped. I've once again contacted *** and they told me they haven't received the product from LARQ. I sent an email to LARQ on February 17th asking for an explanation and a refund of the recent charge for the filter plus the original pitcher (which is of no use without the filter) and have received no response nearly a month later. At this point I believe that they are selling subscriptions for a product they don't actually have and charging customers despite not having the product. If they're unable to deliver the product not only should I be refunded but I also should be refunded for the price of the original pitcher. I also think that myself and any similarly situated customer deserve an explanation.Business response
03/22/2022
We apologize for the delay in getting back to you as it appears that we missed your email when you wrote in. You are correct that we were having some substantial delays around fulfillment and shipping. I do see that your filter just recently arrived and we've refunded you for this as requested. We've also offered to ship out a complementary filter via email as an apology for the delays with your order as well as getting back to you.Customer response
03/23/2022
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
03/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On February 12, 2022, I purchased 2 replacement filters for my LARQ water pitcher. Two days thereafter, LARQ sent me an email with an *** tracking number. Unfortunately, a month later, *** reports that a "label was created" but they have still not received the package from LARQ. Meanwhile, my LARQ pitcher has been rendered useless as it's no longer capable of filtering my water. The order number is ******. The *** tracking number is 1Z90Y4980332007039.I have sent an inquiry to LARQ, but have received no response other than an automatically issued email acknowledging receipt of my inquiry. I had a very similar problem with the LARQ pitcher. Their customer service is essentially non-existent. Here is the text of the email I received from LARQ stating that my order was "on it's way." Pure water is on its way.Hi *********************,Your order has been shipped via ***, *** Ground and it'll be with you soon.Here's what we shipped Item #DescriptionQty PAFR190ALARQ Advanced Filter2 Your tracking number is: 1Z90Y4980332007039 YOUR ORDER IS BEING SHIPPED TO:********************* ******************************************************************Business response
03/22/2022
We apologize for the delay in getting back to you via email as we are experiencing a high volume of inquiries. We're a small team and don't outsource any of our customer service, however, we do acknowledge that the delays in response times have been long. We've been in contact with this customer via email and their order has been delivered.Customer response
03/23/2022
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
03/12/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have an ongoing automatic filter replacement order with LARQ. This is the first filter replacement order since I received the pitcher. I received an email on 2/8/22 saying the estimated ship date was 2/11/22. It was never shipped. On 2/27/22 I emailed the company, asking where my filter was. On 2/28/22 I received an email saying the shipment was stuck in customs. They said most of their shipments have no issues at customs, however, this one was held for review. I sent another e-mail on 3/6/22, inquiring about the filter and no one has responded. I sent yet another email on 3/11/22, with no response.Business response
03/14/2022
Unfortunately, due to major supply chain issues, our ** warehouse is currently out of stock in filters and will be for the next few weeks at least, which is why we shipped your filter from our international warehouse instead. While customs can always cause a bit of delay, we were not expecting to have our shipments stopped completely by them. Our team has been working on this day and night and we feel that we're very close to a resolution. In the meantime, the customer has requested a refund for their filter replacement and that has been completed and refunded back to their account.
Customer response
03/15/2022
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
03/01/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
The business has refused to respond to questions and requests regarding defective products and delayed shipments. I first emailed customer service on Jan 11, only to receive a response on Jan 24. The last communication from Larq was made on Jan 25, and I have followed up multiple times since then with no response.Business response
03/10/2022
We are very sorry for the delay in communication and delayed shipments. We know that our service has not been the level that we hope to provide and we've followed up with you via email for a resolution.
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Customer Complaints Summary
46 total complaints in the last 3 years.
4 complaints closed in the last 12 months.
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