Complaints

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I contacted the merchant per their 30-day return window on 9/22 to initiate a return. I was provided a return label. I shipped the return on 9/24. The item was delivered on 9/30, however, they were not available to accept it, causing additional delivery delays. I have contacted the merchant several times requesting the status of my refund and each time they copy and paste the same response. They have failed to refund me.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is a warranty scam. I was a repeat customer of this company. I had a device (white) purchased several years ago that worked well for several years. Near the end of its useful life, it stopped doing the full cycle and would go "cold" before finishing the task. The interval got shorter and shorter so it was no longer usable and I decided to buy a replacement device in a different color (red). Unfortunately, the new (red) device began doing the same thing (turning off before end of cycle) after only a few months of ownership. Because this was a problem that got worse over time, I sought replacement of this defective device under the 1 year warranty. **** sent me a return label and I returned it with assurance from them that they would send me a replacement.Much to my shock, after they received the device, they refused to honor the warranty because they claimed the serial number was not legible. Newa is 100% responsible for how the serial number is applied. Because this is a handheld device used with gel (with your hand right over the serial number each time you use it with a wet gel) - and they have merely printed the serial number in water soluble ink - it looks like this is a scam to avoid ever honoring their warranty if the device has been used in any meaningful way.Newa could easily emboss or engrave the serial number or otherwise place it so it does not rub off after a few uses with the gel. But it appears they want to deceive people into thinking the item is warrantied when in fact the warranty won't be honored because the serial number will nearly always be "illegible" after a few uses. That looks like fraud to me. Customer service was rude as well. I wanted a replacement but at this point do not want anything more to do with this company.

*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. ↩