Complaints

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  After having issues with a Woojer I purchased, I contacted Woojer via email. I spoke with **** **** a Technical Support Agent but she isn't assisting me. I gave her a video of the faulty device, my number and shipping info like she requested. She told me that my replacement would be processed once I gave her the shipping address. However, she continued to give me the run around. I requested to speak to another Technical Support Agent and Manager to help me with the shipping process but nothing has been done. **** **** keeps replying to my email when I asked her frequently to turn over my replacement case to someone else. She continues to ignore my request. This is frustrating and unprofessional for Woojer to not have a contact number for customers who are dealing with unprofessional customer support technicians. I just want another representative to help me with the shipping process but my hands are tied. Woojer does not have a number I can reach.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered Dec 10th for Christmas. Still haven't received it!

  Business response

  02/26/2023

  Hi ****,

  Your order was originally supposed to be shipped by the end of January, however we've sent out an email update to all customers on January 19th informing of a 3-week delay with order fulfillment, rooted in manufacturing issues due to COVID affecting some manufactures. However, as the delay has been finalized, your order has been processed and shipped and can be tracked using the tracking number 7958107592 via this link: ************************************************
  
  If you need any further assistance with your order, please reach back to our customer support team via your open ticket correspondence so they can better assist.

  Sincerely,

  *************************
  Woojer Support Team
  
  

• Initial Complaint

  09/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This business is intentionally making returning an item as difficult as possible to avoid constantly paying out for a faulty product.I ordered a Woojer strap on August 3rd. It arrived a couple weeks later. The item was very clearly never functional. The headset **** had never been tested - only one ear worked. The actual item itself didn't do what was advertised. The Woojer vest and strap are supposed to be a haptic feedback to let you "feel" the music. After testing mine with three devices on two different people, it had the total sensation of a moth landing on my skin. It would have been better to take a ****s boombox and strap it to my chest.I initiated a return process. They sent me this:"To kick off the replacement process, please click here to complete the *** form and we'll follow up with the return instructions, an *** number, and a pre-paid label.Your order number is: ******* Please also confirm your current full shipping address and phone information by replying to us here once you filled out the *** form so we can generate the Returning Shipping Label for you properly.We must receive your answer here to proceed with the next steps in the *** process."I gave them my order number. I'm emailing with them, so they have my email address. They already have my mailing address from the order. Now this. The form has absolutely no back end security and is literally just a basic ****** Docs form ANYONE could make from their ****** Drive. I refused and asked them to use my order number for the return. And that's where we left off.I'm not the only one to have had issues with their product and practices. The internet is full of 1-2 star ratings of the product never having worked at all. I would like them to remove false claims from their website regarding the operation and power of the device and make their return policies reasonable. Reference for other reviews: https://www.trustpilot.com/review/www.woojer.com

  Business response

  09/05/2022

  Good morning,

  This is ***************** from Woojer's Customer & Technical support team.

  We received a correspondence on August 10th with a complaint regarding the Woojer Strap Edge not functioning properly for the customer. Our technical support team responded within a few hours with general recommendations for resolving the issue.
  
  The customer responded on August 12th that these steps did not resolve the issue, and as such we've initiated the *** process with the intent of providing either a full refund or a replacement for the faulty unit that was received, and responded to the customer providing the *** form, and requested a verification for their shipping address, so we could produce the pre-paid return shipping label properly through our system. This step is mandatory as per past experiences with customers who've recently moved or have had an alternate address, causing a bottleneck in the *** process.

  As the customer refused to verify the information, our support agent attempted to re-verify the information, stating that it is needed to ensure that the *** process resumes properly, however the customer stated that they do not want to fill in their information to the provided form due to personal security reasons. To conclude, the customer support agent provided the customer with a pre-paid return shipping label that is attached to this correspondence. 
  
  As per reviewing the correspondence, the *** process that was initiated is standard practice and utilized by many companies to ensure proper documentation of order returns, however we'll perform further reviews to the process internally to ensure that customers do not feel frustrated by the return process or its requirements. 
  
  Sincerely,

  *****************
  www.woojer.com 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered their woojer vest on 3-28-22 got the device in the mail 3 days later defective in the box.they said they would send me a replacement part.on 4-13-22 they blamed the delay on a sick employee. on 4-20-22 i got an email saying they cant ship replacement part. and i need to ship in my defective unit for assessment and replacement.- I boxed it up in the original boxes and stick their return label on and ************* then a week later the tracking says something about a address change. and pending delivery for days. - on 5-7-22 they have not received my package im still out $349 and I feel they have not responded to this in a timely way. note: im having issues trying to upload files, my email only seems to want to save in html format. i could forward them to an e-mail

  Business response

  06/02/2022

  As per checking with our support team, our team originally corresponded directly with the customer to arrange for a replacement part to be shipped their way, which would've resolved the issue - however, due to delays in the receipt of the parts to our warehouse, we've proceeded with performing a replacement - which required sending the faulty unit back to our warehouse and upon its receipt, a replacement order would be issued.
  
  Due to delays experienced with the receipt of items back to the warehouse, the process has taken longer than initially expected - however, after we've received the items back at our warehouse, we've provided a replacement order and verified both its receipt and working condition with the customer.
  
  The replacement order has been processed by our team on May 8th - a day after the complaint had been submitted to you - and was shipped to the customer by May 9th.

*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. ↩