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:03/10/2025

  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.

  I ordered a *** Drone directly from the *** Website (***********) on February 19th, 2025. The company stated that they shipped the drone, but when the order reached U.S. soil, the order was seized by U.S. Customs, with no plan to release the order. I contacted U.S. Customs and the courier, ****** which was used to ship the order. Both agencies responded with similar answers, stating that the order was seized and there was a future date for the order to be released and most likely be shipped back to the *** company in *****. I contacted *** to cancel my order, and they refused.

  Business Response

  Date: 04/01/2025

  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:02/10/2025

  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 purchased the *** Mic 2 for my **** a7iii camera. I thought it was working with my camera but the sound wasn't good and I finally realized that it's not working and that my camera is actually where the sound is coming from. After several hours of research, I was told I needed to by the Mic 2 camera adapter. I just received it today, connected it, and this doesn't work either. Just contacted customer ********************** and ridiculously loud people in the background made it difficult to understand, so nothing got done. Created a thread online called "Linking *** Mic 2 with **** a7iii" where I also received very poor and misleading information. Every single time I've searched for information on this, *** has failed to provide proper information. I purchased this from Best Buy and it's past the return date. I want to return this Mic 2 to *** and get a full refund immediately.

  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: 04/07/2025

   
  Complaint: 22917173
  
  I am rejecting this response because: My problem with DJI is terrible customer **********************. They said they would respond by email last Thursday, it's Monday morning and they still haven't. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 04/14/2025

  We are sorry that the solution has not been satisified for you. We will continue pushing this case and someone will reach out to you ASAP. Thanks. 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 22917173
  
  I am rejecting this response because: No one has reached out to me since your last response. No faith whatsoever based on past experience that you'll reach out anytime soon.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:02/07/2025

  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 purchased the ******** replacement program and basically this company states that in an event where a drone is lost (in my case flew into a lake) they would replace the drone for a fee of $115. Now they claim due to my piloting error I would need to pay $216. for a replacement. This is totally contrary to what their replacement plan (that I paid an additional $59 for) states on their website. No where does it say on their site that pilot error means I would pay more for a replacement.

  Business Response

  Date: 02/10/2025

  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:01/29/2025

  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.

  It pains me to file this complaint. I've really liked DJI as a business so far, but I don't understand what went wrong here and I feel as though I am out of options.I purchased an Avata 2 Fly-More combo in December. Upon flying the drone a few times, I noticed a dead pixel (or as DJI calls it, a "black spot") towards the top of the goggles (referred to as the "original" goggles). I got in contact with customer support, who advised me to send the device in for repair/replacement. I did so, they found the issue, and sent me replacement goggles.Well, upon receiving the goggles (referred to as the "second" goggles), I immediately noticed a larger quantity of dead pixels, some located much closer to the center and were much more noticeable than the original goggles. I asked about what could be done or if I could get my original goggles back, since the goggles I received were in *worse* condition than the ones I sent in, and my case was escalated to a senior support team. Eventually I got an email stating that my original goggles were found, and if I sent in the second set of goggles they could be replaced.After sending my goggles in, the repair team said they didn't find anything wrong with them (which makes no sense; how did they notice this in the original goggles but not the second ones?). I sent an email detailing the location of the dead pixels, but this seems to have been ignored and the second goggles were shipped back to me anyway.I cannot accept this. The second goggles are in objectively worse condition than the original ones, and despite promises to resolve the issue I'm still stuck with them. The dead pixels are very close to the center of the screen and it affects my drone flying. All I want is a set of goggles that either don't have dead pixels, or have only a couple along the edges, so I'm not distracted while flying my drone. If the original goggles cannot be found, then some other replacement is fine.

  Business Response

  Date: 01/29/2025

  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:01/27/2025

  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.

  On December 3, 2024, I purchased a camera kit on the *** brand website. According to the order tracking, the camera was shipped to my address; however, I never received it. The tracking notifications later informed me that the camera was returned to the seller (DJI) on December 27. Since that date, I have been in contact requesting information on how the product could be reshipped so I could receive it, but after more than 15 emails and chats with the brand's official customer **********************, no solution has been provided. Additionally, they have sent me a release of liability letter from *** in order to resolve the issue.

  Business Response

  Date: 02/06/2025

  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:01/17/2025

  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.

  The situation began with the delayed delivery of my $700 camera, arriving a day late in a severely damaged box that appeared soaked from being left in the rain. Upon opening the package, I discovered the camera was broken and non-functional. The lens and body were visibly damaged, the device was stuck in gimbal protection mode, and troubleshooting efforts failed to fix it. This left me with an unusable product.The premium price of the camera raised my expectations, but the products condition and widespread reports of similar issues suggest poor quality control. This is unacceptable for an item at this price point, highlighting serious concerns about the companys commitment to quality.Adding to the frustration, my attempts to resolve the issue with customer ********************** were met with inefficiency and unhelpfulness. I was transferred between four representatives, none of whom provided a satisfactory solution. This lack of accountability and clear communication compounded the disappointment.The entire experiencedelivery delays, a damaged product, and ineffective customer supporthas eroded my trust in the company. I am now left with an unusable product and no resolution in sight. To address this, I am requesting:1.A full refund of $719.17 This situation reflects poorly on the companys ability to meet customer expectations, and I urge them to act immediately to resolve this matter and restore confidence in their brand.

  Business Response

  Date: 01/27/2025

  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: 01/28/2025

   
  Complaint: 22823007
  
  I am rejecting this response because:

  I have been in contact with your customer ********************** team for the past three weeks, and there has still been no resolution to this issue. Despite my repeated efforts to work this out, the matter remains unresolved. The order in question was returned through ***; however, you are now claiming that nothing can be done because *** has reported the return as lost. This situation is completely unacceptable and highly frustrating. I was informed that I have the option to either pursue legal action or file a dispute regarding this matter. I expect immediate action and a satisfactory resolution to this issue. I provided return receipt provided by *** to you all over email, chat , ******* help, etc MULTIPLE TIMES. Despite my efforts, the same information keep being ask for and no one is on the same page . 
  
  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,
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 22823007
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/09/2025

  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 purchased a dji avata 2 drone from their website and they gave me a FALSE delivery date. I tried to cancel but they claim it had already shipped which was a lie *** hadn't even collected it. They said I had to wait for delivery to return and refund. it has been about 2-3 weeks now and it's stuck in a warehouse in ********!!!!!!! Even though I have not received it they still not refund me, and no answers from them or ***. So I have no product or MONEY! never stop with this company y'all. I WANT MY REFUND

  Business Response

  Date: 01/20/2025

  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:01/06/2025

  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.

  On 12/4/24, I purchased a drone, that was on sale for Cyber Monday from DJI for a Christmas present for my boyfriend. My product was never delivered to me. After reaching out to the shipping company, ***, on 12/16 & 12/17, I was advised that my product had returned to the shipper. After reaching out to DJI on multiple occasions and speaking with representative, Alaia on 12/23, I was told my claim was escalated and I will receive a call from a manager. I received a call on 12/25 from a representative who assured me that my claim was escalated & a manager will call me back. A manager, *** called me on 12/25, and informed me that I can either reship my drone or get a refund. I explained that I would continue with my order as I received the Cyber Monday ********** stated that they have already "escalated my claim" & will resend my package ******** should receive a new tracking number within 2-3 days, with my package to be shipped in another 2-3 days and I will receive my drone around the second week in January. On 1/1, I reached out to DJI again as I didn't receive a tracking number for my replacement drone and I was advised by ****** that they are out of stock on the specific model I ordered on 12/4. I asked for a manager to reach out to me via phone to compensate me for a drone in stock to be shipped **** and manager, ****, emailed me on 1/2 stating I can either get a refund or wait for them to restock. I expressed how unprofessional it is to sell out of a product prior to ensuring customers who ordered that model 2 months ago, received it without being transparent that it was out of stock and advising that I would be waiting much longer than the second week in January.

  Business Response

  Date: 01/16/2025

  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

  Business Response

  Date: 01/16/2025

  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:12/31/2024

  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.

  Date of Transaction: November 21, 2024 Amount Paid: $1,788 (including DJI Air 3S Fly More Combo and ******** Refresh 2-Year Plan)I purchased a DJI Air 3S Fly More Combo on November 21, 2024, and received it on November 25, 2024. I also purchased the ******** Refresh 2-Year Plan, trusting the products advertised reliability and features, particularly the GO HOME safety functionality.However, during normal use, the drone crashed due to a loss of RC signal and hardware limitations in detecting obstacles. According to **** analysis, these issues were caused by the products hardware limitations. Despite this, *** has refused to provide a refund, citing company policy. It is important to note that this crash was not caused by user error, as I strictly followed the instructions provided in the user manual. The products failure to perform as advertised highlights clear design flaws or manufacturing ********** prevent losing the drone, I had to walk two hours through closed snow-covered mountain roads in freezing temperatures to retrieve it. During this process, I climbed the mountain in extreme weather conditions, resulting in severe frostbite on my hands and feet. This ordeal caused significant physical harm and health issues, as well as immense emotional stress. The experience has left me both physically injured and psychologically distressed. I now associate the product with this traumatic event, and it has caused me to lose trust in DJIs products and services.

  Business Response

  Date: 01/13/2025

  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:12/11/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against *** regarding the delayed delivery of my order for a DJI Mini 3 Fly More Combo (Order Number: *************). This item was purchased as a Christmas gift for my husband. I ordered it expecting timely delivery, as *** has numerous stores in *****************. However, the package has been significantly delayed because it is stuck in customs clearance, a detail that was never disclosed to me at the time of purchase.Details of the Issue:Order Date: December 3rd Expected Delivery Date: December 6, 2024 Current Status: The package is stuck in customs clearance after being shipped from *****. I was not informed at any point that the item would be shipped internationally.I have contacted **** customer ********************** multiple times, only to be told there is nothing they can do. Today, I was informed that the customs clearance process could take anywhere from three weeks to several months. This is unacceptable, as the drone was purchased specifically for the holidays. I am traveling in two weeks and will no longer be able to gift this item during the holidays as intended.Key Concerns:1.There was no indication at the time of purchase that the item would ship from ***** or that significant delays could occur.2.DJIs customer ********************** has provided no solutions or escalation options.3.I urgently need this gift before my holiday travels, and DJI has not offered any assistance to resolve the issue.Desired Outcome:Immediate intervention from *** senior management to expedite customs clearance or ship a replacement item from a U.S. store.A call from **** management to address my concerns and provide a clear timeline for resolution.Improved transparency on **** website regarding shipping practices to prevent similar issues for other customers.Thanks please call me to discuss

  Business Response

  Date: 12/11/2024

  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