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:06/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 purchased a DJI drone that had a battery installed. I opened the box on my balcony of my condo. Upon opening the package, the battery dropped out of the drone and fell three stories to the pavement below. The drop damaged the battery severely and made it unusable. The reason the battery fell out was due to the battery clips' inability to engage. I had never used the drone before this accident, so it was obviously an issue with the manufacturer. I asked DJI to replace the battery since I felt it was not my fault. They have refused.

  Business Response

  Date: 06/17/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI North America Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: +1 (818) 235 0789
  Email: [email protected]
  Online Support: http://www.dji.com/support/product
  
  Sincerely,
  DJI

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 contacted DJI about two batteries that spontaneously started smoking. When contacting them they asked for photos which of course I provided them with, but you cant really tell that the batteries are damaged externally because the batteries are damaged internally. The damage is not really visible now when speaking to DJI multiple times about the issue. They denied my warranty service even though Im having this very massive issue which can also be a very big safety, hazard, and safety violation. This is absolutely unacceptable and they should be providing me with a replacement batteries ASAP. The case number is CAS-********-S5H3L5

  Business Response

  Date: 05/23/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI

• Initial Complaint

  Date:05/12/2025

  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.

  Only partial refund was received. Please post the full refund. TRY AGAIN. CHECK because I only recieved PARTIAL refund.1 DJI Mini 4 Pro Accessory Kit (Plus) 1 USD ****** USD ****** 2 Discount 1 USD ***** USD ***** Total USD ****** Sales Tax in ** USD ***** Grand Total USD ******

  Business Response

  Date: 05/12/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23317401
  
  I am rejecting this response because: The matter has not been adressed. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/23/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI

  Customer Answer

  Date: 05/23/2025

   
  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:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Dec 12 2024 DJI Mavic 3 drone crashed. I have warranty and contact ***. They refused to honor warranty as I was in ********. I have ************************ Act) letter explaining my inability to leave home. The drone helps cope with disability by allowing me to interact with outside world. I contacted DJI support and have been talking for six months as they refused to honor warranty. Customer *** refuses to give last name or work identification to file complaint. Same result when I ask for supervisor name. She is blocking me at every turn in trying to find resolution. They want over $925 to ***lace where if they honor the warranty it would be approximately $125. I feel they are taking advantage of my disability and blatantly disregarding *** **** to avoid honoring this warranty.

  Business Response

  Date: 05/12/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI

• Initial Complaint

  Date:05/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  my order was shipped out with tracking 1Z3Y18820326183846 It never arrived and it shows it was returned to sender, Ihave been strunged along for over a month, and are never refunded, is been almost 2 months and nothing, I live in ** and it was delivered in **, a completely different state

  Business Response

  Date: 05/12/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My product is under warranty. They fail to replace my product that falls within the warranty terms. They refused to replace my drone, or repair it and the compensation is only $100 when the drone is over $500

  Business Response

  Date: 04/30/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 had a DJI Mini 4 Pro Drone that was supposedly equipped with obstacle avoidance. The drone was flying and did not avoid a set of very noticeable, tall trees. The drone crashed into the trees and was not retrievable. I contacted DJI about this issues and stated that it was obviously a malfunction within the drone itself because it should have stopped before the trees or gone around the trees. I provided DJI with flight records, and did all the steps they asked me to do and they still put the blame on me as the pilot even though there is very clear proof that this drone failed to do what it is supposed to do. I would like a replacement drone and 1 battery that was also with the drone. I spent a lot of money on this drone package and I do not feel that I should have to pay the $600+ for a replacement drone due to the fact that this drone did not perform the way it is advertised. The account number provided is the case number that I was issued after filing it with DJI. I have a video showing the incident, but it does not allow me to upload it on the files here.

  Business Response

  Date: 04/30/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23251418
  
  I am rejecting this response because: this provides no solution. I have not been contacted by anyone from DJI. I need the drone to be replaced in order to resolve this matter. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/01/2025

  The complaint case CAS-22025000-Q8G9J9 has been created. Please make sure to check your inboxes for future communications. 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23251418
  
  I am rejecting this response because: the matter has not been resolved. I have not been told that I will be receiving a replacement drone. 

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 am submitting this complaint via the Better Business Bureau regarding a *************** 3 Combo 3-Axis Gimbal Stabilizer for Mobile Phones that I purchased during the COVID-19 pandemic.Unfortunately, the product completely stopped functioning within two months of use. It would no longer power on or charge. I initially attempted to look into the warranty process but was advised at the time to wait until pandemic-related restrictions were lifted to move forward with any repair or replacement. Given the uncertainty of the time and limited access to support or service centers, there was very little I could do to take ********* the time normal operations resumed and I was back to working full-time, life became incredibly demanding. With so much going on, I completely lost track of the unresolved issueuntil recently, when I came across the device again and was reminded of its failure.I am fully aware that this request is being made well beyond the standard warranty period. However, considering the product stopped working almost immediately after purchase, and the inability to take advantage of the warranty due to global circumstances, Im kindly requesting that *** consider sending a replacement unit as a gesture of goodwill.I trusted DJIs quality when I made the purchase, and I would love the opportunity to continue being a satisfied customer. I hope your team can understand the unique challenges of that time and offer a solution that reflects the brands commitment to customer ********************** and product reliability.Serial:354ZHAH040KJ0VModel:CP.OS.00000040.01SKU:6362961Desired Resolution: Replacement of the defective *************** 3 Combo Gimbal Stabilizer

  Business Response

  Date: 04/14/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23187479
  
  I am rejecting this response because:
  I had an email pretty much stating that because everything is out of warranty or some other excuse that they could not send me a replacement they want me to send in the repair even though Im overseas at the moment.
  

  I just found it very disheartening that one they lost the original notes that I had called in about when I first had the issue with the product. And now that its almost 2 to 3 years later, they want to help me send it in.

  Acceptable resolution was just to send me a replacement. At this point, Im not even sure where that thing is. I stopped using it after. A broke and couldnt find a resolution and called it a loss but it just baffles me how two other companies I had issues with resolved the issue within one email, but this ones taking so much more effort.

  Ill definitely be sure to advise anyone else looking to buy these products to stay away and find another company. No one should have to go to this kind of rigmarole.

  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/18/2025

  Dear Customer,

  Thank you for taking the time to share your feedback. I sincerely apologize for the frustration and inconvenience youve experienced, its clear that we did not meet your expectations, and for that, Im truly sorry.

  I understand how disappointing it must feel to have reached out when the issue first occurred, only to find that your original case notes were lost and the situation remains unresolved years later. Thats not the level of service we aim to provide, and I regret that it has led to you feeling let down and unheard. Regarding the current repair request, I also recognize that being overseas makes this process even more challenging. While our standard warranty policies do have time and logistical limitations, I appreciate that you reached out early on, and we should have supported you better at that time. Our support agent will reach out to you shortly. Thank you. 
  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23187479
  
  I am rejecting this response because:
  Merchant has said that they will contact me individually. I am waiting at the moment for that communication and what resolve comes from it.
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Complaint Summary:*** sold me a drone that was misrepresented by their sales team and does not meet the functionality I was promised.Complaint Details:I purchased the *** Air 3S Fly More Combo for $1,694.94 based on a recommendation from **** sales team. I made it clear before purchase that I needed a drone that could record at night using ActiveTrack (follow-me mode) without manual control. I use drones during nighttime walks in cold conditions, so hands-free operation was essential.The sales team assured me that the ****** would meet my needs. However, after purchase, I found that ActiveTrack does not function in low-light conditions, making the product unusable for my intended and clearly communicated use.I contacted *** support multiple times, including a direct representative (*****), and even provided video evidence and documentation showing that prior *** drones worked in the same conditions. I respectfully requested a refund or to apply the value of the Air 3S toward a *** Mavic 3 Classic, which is more suitable for night use (larger 4/3 sensor and adjustable aperture). Despite this, *** refused my request.Additionally:The drone was sent in for service multiple times, so I had limited time to test it within the return window.*** falsely claimed that the Mavic 3 Classic would perform no better than the Air 3S, despite clear technical ************** concerns about the sales team misrepresenting the product were not acknowledged.Resolution Sought:I am requesting either:A full refund, or To apply the $ $1,694.94 purchase value toward a Mavic 3 Classic.I have kept a full record of all email communications, service tickets, and video evidence and am willing to provide them.

  Business Response

  Date: 04/03/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23153725
  
  I am rejecting this response because:  *** has not made any effort to resolve my complaint. They issued a generic message stating that my case was "forwarded to the support team," despite the fact that Ive already had multiple email exchanges with their support including escalations.

  At no point has *** addressed:
  The sales misrepresentation that led me to purchase the *** Air 3S based on my stated need for a drone that could record at night using ActiveTrack.
  The fact that I offered a reasonable compromise to apply the purchase value toward a Mavic 3, which is more suitable for my needs.
  Their support team has repeatedly issued contradictory and factually inaccurate responses regarding the capabilities of their own drones.

  I am not seeking anything unreasonable only that the company be held accountable for misrepresenting product capability and refusing to correct the issue despite multiple opportunities.
  I request that *** revisit this matter seriously and offer a fair resolution.

  Sincerely,
  
  **** ********

  Business Response

  Date: 04/04/2025

  Dear Customer, 

  We understand your frustration and are committed to making this right. Please allow us a little more time to fully investigate the issues youve raised. We will contact you directly to discuss a fair resolution that meets your needs.
  Once again, we apologize for the inconvenience you have experienced, and we appreciate your patience as we work to resolve this matter to your satisfaction.
  Thank you for bringing this to our attention.

  DJI Support

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23153725
  
  I am rejecting this response because: No, I do not accept this response from DJI.
  Throughout this process, DJIs customer care and technical manager, *****, has been dismissive, unhelpful, and factually inaccurate in his responses to me. I was told I would receive a call from a different representative within 24 hours that call never happened. Instead, I continue to receive emails from *****, who has been consistently rude and unwilling to resolve the core issue.
  DJI has had more than enough time to address this matter. Their responses have repeatedly ignored the facts and dismissed all reasonable attempts at resolution. The issue is simple: I purchased this drone specifically for nighttime ActiveTrack recording, and the drone has failed to deliver on that function. Yet DJI continues to refuse to refund my money.
  ***** continues to ask me to accept this outcome meaning I lose both the drone's usefulness and the $1,694.94 I spent. That is not acceptable.
  I expect a direct response from someone outside of the current support team who can finally address this properly. Otherwise, I will continue to escalate this issue through every available channel.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 place an order ************* for two camera stabilizers. I recieved my package to only find one in the box. I contacted DJI and keep on having this inconvenient runaround of an investigation asking for so much just to possibly tell me theres nothing that could be done. Its already been 10 days and still no resolution. Ive provided all and any information I could give. All I want is my money back for the missing stabilixer for them to make this right instead of making a terrible situation worst. Please solve the problem at hand instead of dragging this issue longer.

  Business Response

  Date: 04/02/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23127929
  
  I am rejecting this response because: DJI has not been helpful in any way. They last emailed me requesting several photos of the box and said afterwards " We completely understand how you feel, and we genuinely wish to issue a refund directly to you. However, we must first work with the carrier to determine whether anything happened to the package before it was delivered to you." This is no way helpful because I have to go through a long claim process for something thats not my fault. All I wanted was the refund for the one missing item and they claim to want to help but choose to put me through this archaic process instead of doing whats right by the customer. Shows where there morals lie. Again I am requesting a refund for the missing item. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/14/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23127929
  
  I am rejecting this response because: DJI continues to say the same thing instead of solve the issue at hand. After all this time I have still yet to recieve the refund for the missing item im my order and they continue to say there investigating even though its been weeks at this point. Please refund the missing item instead of saying your forwarding it to another team to then email me saying its still being investigated. Worst customer ********************** experience I have ever had to deal with. They care more about money than helping the customer. Refund the missing item!!
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/30/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI