Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/07/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello there, I purchased a vtech baby monitoring camera from a retail store (Nov 2022) and in less than a year started facing connectivity/quality issues with the unit so contacted vtech to process a warranty replacement return. Vtech has confirmed the return was received at their facility in ******** ** at around the beginning of June 2023. I was advised I have a new order on the way Order Number: *****. However it's been over a month now and nothing has been received. I've contacted Vtech Canada numerous times ************** - but this reroutes to a U.S # and the customer service there seems to be a offsite contact center in a remote location. They advised me on 2 occasions they've escalated the matter and offered an upgraded unit but still haven't heard on this or received a tracking # for anything. Whenever I go on the vtech website it shows the replacement order is always in a 'order processing' status. I have 2 young kids and we rely on the monitors to watch our kids for safety and health purposes in the night. This has been a nightmare to deal with the customer service staff and a lack of communication thereof. At this point in time we're likely going to have to purchase replacement units out of pocket so we can continue to monitor our kids and wait for whenever the replacement ones come. We'd just like our original units replaced in a timely manner and some clear ETA in terms of when we can recieve them. For the inconvenience we'd like an upgraded model from the original version - **********. We'd like to hear from someone directly so we know this matter is being looked into further. It's been a frustrating experience to say the least and will not be recommending this brand to any family and friends looking to purchase these types of equipment in the future unless vtech is able to resolve this matter in a timely manner. We understand there's a process but we followed it and still have no end in sight as to when our incident will be resolved for us. Thank you

  Business Response

  Date: 11/07/2023

  Hello,

  We have shipped a replacement baby monitor to the customer under ***** tracking number ************. The customer will receive in the next 2 to 3 days.

   

  Thank you

  *****

  VTech Customer Service Supervisor

  Customer Answer

  Date: 17/07/2023

  
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:16/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought rechargeable batteries online on February 13th, 2023 for cordless phone. The total cost with shipping and handling is $50.98. But then I decided to cancel the order and called within an hour to get it canceled as there was no option to cancel it online. They refused to cancel it. * *** *** **** ******* **** ******. I want them to cancel this order and give full refund.

  Business Response

  Date: 17/02/2023

  We refunded the customer and cancelled the order in our system 2 days ago. The customer will see the credit on his statement in the next 2 or 3 days.
  
  

  Customer Answer

  Date: 21/02/2023

  
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:26/07/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a baby monitor from vtech on march 10 2022 and it was delivered on March 30 2022. The monitor will not charge. The customer service line does not work. I started a claim on their website twice and they stopped responding after asking me for pictures. I started another claim and they will not respond at all. We tried numerous times to call with no response.