Complaints
Current Alerts For This Business
Most of these complaints allege poor product quality, non-delivery of products, products delivered damaged, false advertising, and unresponsive customer service.
As of March 9th, 2023, the pattern of complaints is still occurring among complaints.
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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
04/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I would likeva refund due they could get it fixed 3 time I requested a refund and the refused I haven't had a good working hoverboard from day 1Business response
04/11/2023
The customer ordered 2 boards. One was replaced with a brand new board due to issues. The other board is now having problems. However, since it has been used, it falls under our warranty policy as we do not accept returns and process refunds for used products per our return policy linked on the bottom of every page of our website. We offered numerous times to repair or replace the board if the customer sends it back. The customer has refused. ******************************************************************Customer response
04/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The 1st hoverboard the battery didn't work it was sent back to the company and never looked at and sent back to me they said it was all fixed and it wasn't the pictures I am sending is the 3rd one used it one time and it would just twist and bump you off and I have been in email for about 3 1/2 weeks with them and got no where with them
Regards,
*******************Business response
04/18/2023
We have repeatedly offered to repair or replace the board if the customer will ship back it per our warranty policy. The customer refuses to work with us to get the situation resolved. If we do not have the board in our possession, we are unable to rectify the issues.Customer response
04/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not want to deal with sending it back at my expense being they won't take responsibility for selling used hoverboards and they can't get it fix the 1st time or the 2nd time I would like a refund and I will send back there hoverboards at there cost
Regards,
*******************Business response
04/20/2023
We do not sell used boards and if he chooses to send it back, we are happy to continue trying to help him. However, until that point, there is nothing we can do.Business response
04/20/2023
We do not sell used boards and if he chooses to send it back, we are happy to continue trying to help him. However, until that point, there is nothing we can do.Business response
04/20/2023
We do not sell used boards and if he chooses to send it back, we are happy to continue trying to help him. However, until that point, there is nothing we can do.Customer response
04/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appearIt appears that hoverboard doesn't care nor does there warranty I don't trust the company to fix anything and wish to move on I would like a full refund on both of the hoverboard and not do business with them and have bbb. Put a rating on this company and we can move on to a better solution this company is the worst and I will let others know this company is a cheat
Regards,
*******************Initial Complaint
03/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
Hello. My son was gifted the hoverboard back in October from our family member. He had used the item twice and it stopped working. I reached out to the customer service via email as it wa dim possible to get ahold of anyone via phone. I sent the item back to them back in December for repair/replacement and have not gotten it back since. I have emailed back and forth with their rep, but have gotten very little information from them. At this point my son does not care for this and is bummed that he has not gotten to use it. Amount paid was $178.98.Business response
03/23/2023
We apologize for the delay in getting the board back. It is next in our queue and we will get it sent back per our warranty policy as soon as possible.Customer response
03/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is the most recent email I received from them after filing the report to you guys and asking for a refund.
Regards,
*******************Initial Complaint
02/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I purchased a G11 hoverboard as a Christmas present. It arrived non-functional. We contacted hoverboards.com and they informed me that the battery was defective and that they would send another battery. After two months and many emails back and forth I have still not received the battery. However, they have repeatedly told be via email that they would send me a new battery. When I finally asked for a refund, they informed me that I could send it back (at my expense) and they would also charge me a 30% restocking fee (shipping and restocking is approximately $120) - being defective should not be my cost to bear. I would HIGHLY recommend not purchasing anything from this company.Business response
03/23/2023
The battery to repair the board was received on March 13th via **** tracking number 9405511206213680762732.Customer response
03/25/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*************************Initial Complaint
02/20/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
On December 19, 2022 I ordered a Monster HoverKart Go-Kart Attachment -Order #****** at a cost of $134.99 from Hoverboards.com. see item: ********************************************************************************************** receiving an item that I thought was what was advertised on their website, I assembled it finding it odd that it did not seem to work on my Swagtron T6 hoverboard, despite their website claim that their Kart would fit any hoverboard. At some point I realized the kart that they sent did not match the pictures of the Monster Karts on their website. The design of the one shown on the website is such that it would work on my hoverboard. On January 13 I reached out to Hoverboards.com via email and engaged in an unproductive dialogue with the company. The email trail is attached. They claim that there are 2 models of Monster Karts and that one of the 5 or 6 pictures shows the model I received. After review, yes, one picture is of the product I received. To say there are 2 models after the fact is deceptive at best. That does not change the fact that this product does not do as the company claims - work on all hoverboards. Upon inspection is is easy to see why and it is easy to see how the item shown on their landing page and in most of the smaller pictures would work. Please note that I do not know if the one picture of the "model" I received was on their website at the time of purchase.The company offered to send me a new one, presumably the "other model," or refund my money, only if and when I returned the item they sent (reasonable) and did so at my expense (unreasonable). They have also pointed to their return policy of things being unused and having a stocking fee. Again both unreasonable in this case. The acceptable resolution is for the company to pay the return shipping, upfront, and refund my purchase price.Business response
02/23/2023
The customer received what was pictured and advertised on the website. If they are unhappy with the purchase, they are welcome to send back it per our return policy that is linked on the bottom of every page of our website.Customer response
02/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As indicated in my complaint, the company did not send the item shown on their website as they claim. They so much as admitted so in my email correspondence with them (attached to my complaint) when they indicated there are "2 different models." The model they shipped is not what is shown on their website and does not do what they advertise. If there are two different models, say so on the website so that the consumer can choose which is the right one for him/her. This company uses false advertising and deceptive practice. The acceptable resolution is for them to pay for the return of the product that I did not order and return the money I paid to them.I am appreciative of the work your organization does to identify excellent and unfortunately unscrupulous companies. The high number of complaints against this company is a clear indication which of these Hoverboards.com is.
Regards,
*********************************Initial Complaint
02/07/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Date of original purchase was November 11,2022 Item : Rainbow Chrome X6 Invoice : #****** Price Paid : $201.48 (we had bought 2 at once so this is exactly half of Total charged)Exchange color wanted was : Cosmic Rainbow We got the original product quickly, and gave it to our daughter for Christmas 2022. The problem was anywhere you touched it the Chrome finish wore off of the Hoverboard. It happened right away, and so I contacted the Company, Hoverboard.com on December 26,2022. They offered to *********** ours back and exchange for a new color. We paid to ship the original one back, and it arrived at their facility on January 3, 2023 We have had many emails back and forth and the only update they give us on shipping the new one out is they will forward my email to their manager. There is no other information than that given. No explanation on why they exchange hasn't been shipped out. It has been 5 weeks since they received our original Hoverboard.Here is the tracking information I was given but so far all it states is the Label has been created 1Z25X21W0395167630 The label was created on Jan 5, 2023 I have tried calling 3 times and left 1 voicemail, and then the many emails. I tried to do their online chat, but it was always Offline.We are hoping to get either the replacement sent out finally, or if they wont we would like a refund because at this point we spent the money on a product we do not have.Business response
02/08/2023
We apologize for the delay in getting a replacement and are working on it. We told the customer if the replacement does not ship by the end of the week, we will provide a refund.Customer response
02/08/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 long as the company hold to what they have said.
Regards,
Cassilynn PostInitial Complaint
01/06/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a hoverboard on 12/31/22 for $168.99. My order was suppose to be delivered today however, the tracking number provided says the package has not been received. The website states they have same day shipping. I sent an email and left a voicemail but I havent received a response. I also found them listed on the ScamAdvisers website.Business response
01/07/2023
The customer was sent an email after we received the voicemail and also responded to the customer's email. A refund has been processed.Initial Complaint
12/31/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered a hoverboard for my son from hoverboards.com. Upon its arrival it was banged up, with broken pieces and appeared used. I contacted the company immediately to return for a refund. Clearly there is no quality control at this company. I returned it to the bag and would never let my son use it. The company wants me to pay to return the product and will also be deducting 30% to restock or to exchange for another for free. This is completely unfair and poor business. Given how this product arrived I don't trust it and I am not interested in an exchange. My child's safety comes first. I always think that if blatant damage will be overlooked prior to shipping, what else has been?Business response
01/01/2023
We offered a completely free option to solve the problem. We provided a shipping label to return the product, which we don't normally do. Our returns policy is linked on the bottom of every page of our website. If the customer wishes to return the product for a refund, there will be a restockign fee.
We accept refunds within 7-days of delivery (proof of purchase required). All returned products must be returned in its original condition and must NOT have been used or opened. Used products will not be accepted!
If you decide to return your product, you are liable for the return postage and responsible for the safe return of the product to us, and will also be subject to a 30% restocking fee.
Any returns must be discussed and authorized by our customer service in advance. We will then provide return instructions after our customer service has authorized your return application.
We require tracked shipping if you return your order and the return shipping fees will be paid by the customer without compensation, and will also be subject to a 30% restocking fee.
After your return request has been confirmed and authorized, we need you to dispatch the package to us within 1-2 business days and send the tracking number of the package to us by email.
Please contact us if you wish to return your product.Initial Complaint
12/27/2022
- Complaint Type:
- Order Issues
- Status:
- Unresolved
Hoverboard does not charge or turn on.It was defective right out of box- Christmas present and the company will not issue a refund. They sent a broken product and will not issue refund and mailing label to send back.Business response
12/27/2022
Our return policy clearly states that we do not pay for return shipping for returned products as seen at Hoverboard Return Policy - Official Hoverboards.com. In addition, we offered to fix it per our warranty policy but the customer refused.Customer response
12/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The product was broken out of box. It never worked in first place. Warranties are for when product breaks after use.we were never even allowed to use the product in the first place.
it would not even turn on.
Regards,
***************************Initial Complaint
12/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am 62 years old and I mistakenly ordered a hover board and then cancelled the order immediately. When I cancelled the order they said all was good order was cancelled and I would see a refund on my credit card in 5-7 business days. Well I never saw the credit and all of a sudden a hover board is delivered to my door. I call the company and tell them there is a mistake I cancelled this order 5 minutes after placing it and was told the order was cancelled and then it was delivered to me. I thought I was doing the honorable thing by letting the company know i received the item even though the order was cancelled because I thought they had issued a refund. Boy was I wrong. When I called them to let them know I received the item and the situation they told me they DID NOT CANCEL THE ***** OR ISSUE ME ANY REFUND!!! Even though I was told they did. They told me if I wanted to return the item I would have to pay a 30% restock fee and for shipping back to them. This was their mistake!! They have some nerve!!! Please help me. I am on a limited income as a senior citizen and this company is trying to steal money from me when they made the mistake!!! They are taking advantage of people and its disgusting!Business response
12/11/2022
We received no communication from the customer to cancel the order and she has not confirmation email which she would have received for a cancellation and no screenshot confirming the cancellation prior to the board shipping. We are happy to take the board back per our return policy but there is 30% restocking fee.Customer response
12/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
Regards,
*****************************Initial Complaint
10/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a hoverboard from this site my card was fully charged for the full amount of this hoverboard I purchased it in plenty of time for a birthday on September 19th It is currently October 24th and after several exchanges with their customer service department I still have not received this hoverboard for my child.Business response
10/25/2022
Additional verification was needed on the order due to issues with the billing address. Then unfortunately, the color the customer ordered was out of stock after the time it took to verify. We tried calling and texting and were not able to reach her to change the color. We have now gotten the information we need to move forward with the order, and it should be shipped out shortly.Customer response
10/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
Regards,
***************************
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