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:10/22/2024

  Type:Customer Service 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.

  [## ******* ##] ***************** Team ********************************************************* Nature of the Dispute:The primary issues include poor handling of the repair process and mismanagement of sent accessories, specifically the loss of the remote controller. There has also been repeated miscommunication and misleading information from ***s support. *** failed to conduct the promised thorough inspection and provided unclear communications and resolutions, leading to prolonged and unresolved service.Attempts to Resolve:Despite numerous communications, ***s responses have been unsatisfactory and did not adequately address the mishandling of my case. I received contradicting information about the repair process and case handling, showing a lack of procedural adherence and customer care.Desired Resolution:Given the repeated failures and the impact on my trust in ***, I am seeking the BBBs assistance to resolve this issue. I request that *** provide a full replacement of the *** Mini 3 Fly More Combo to compensate for the mismanagement and the poor customer ********************** experience. Additionally, I seek an acknowledgment of their service failures and assurances of improved customer ********************** practices.

  Business Response

  Date: 10/23/2024

  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

• Initial Complaint

  Date:10/11/2024

  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.

  I had launched my drone normally without issue and remained nearby with direct line of sight. Mid-flight, an unknown software bug caused my drone to reset its home position to its current location. This is not intended behavior and resulted in the drone setting a boundary above a water feature. Despite best attempts at finding a suitable location to land in the new boundary and changing the home/boundary, the drone eventually was lost. This can only occur due to a software bug. *** is now liable for these damages as I did nothing wrong on my end. Flyaway case #******* resolution still put blame on me. The case has all recorded flight logs and history. But DJI needs to conduct an internal investigation into how exactly this occured, and make it right.

  Business Response

  Date: 10/11/2024

  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

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22411172
  
  I am rejecting this response because:
  Ive already reached out to support and have not been offered a satisfactory solution. In addition, my concerns are not being taken seriously about the aspect of DJIs liability in this loss. Ive already gone ahead and filed a safety report with the ****. Planning on reaching out to the **** Unmanned Aircraft Safety Team and the CA and NY attorney general as well. 

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/15/2025

  We are working on your case. 

• Initial Complaint

  Date:10/10/2024

  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 am filing a formal complaint regarding the many ongoing issues with an order I have with DJI. I placed three orders for a Mavic 3 Pro drone with propeller guards. The first two orders were flagged to make a payment despite using Affirm, and only the third order was able to be processed correctly. However, when I got the package and opened the box, I saw that I got the wrong item/order. In the package was a DJI Mic 2 set instead of the drone and guard I ordered.Even after repeatedly asking for evidence from DJI's warehouse, which they only provided incomplete and suspicious photos that were completely blurry, I never got the footage with the packing slip or proper labels to verify the contents in the video. Despite multiple times of the customer support telling me everything was fine and it would be handled, I have faced never-ending delays with not a single resolution, and DJI's communication has completely stopped for several days now. My requests for a direct response from the logistics team have been fully ignored by every agent I talked to, leaving me with no updates or any accountability from anybody.I have already acted in good faith to resolve this matter by calmly letting this go on for as long as it did, but have been met with completely inadequate responses and it stops now. I now formally request a full refund of $3,352.80 and am more than willing to return the incorrect item that I received. This formal complaint serves as a preliminary notice to ****************, and if a fair resolution is not met within 48 hours, I fully reserve the right to pursue legal action with the Los Angeles Claims Court to recover my losses and address the stress caused by the handling of this case by *****************PLEASE REVIEW THE ATTACHED FULL DOCUMENT FOR A COMPREHENSIVE EXPLANATION OF THE DETAILS SURROUNDING THIS ISSUE.

  Business Response

  Date: 10/10/2024

  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 Support

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22407421
  
  Thank you for the response. I will await the email or contact from the higher management. For now, I will set the response as rejected, so the deadline falls on you rather than me, until I receive the response from the team. When we get the return and the refund completed, I will be more than willing to close the case. I appreciate the time and consideration with handling the case. Thank you again for the help.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/21/2024

  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

• Initial Complaint

  Date:10/07/2024

  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 sent my Dji Osmo Pocket 3 back in early September (case number CAS-********-X4Z8H6). The status said it has been repaired and that I didn't owe any money because it was still under warranty. It's been a month now and I still haven't received my camera or a replacement! I have contacted their Customer ********************** Department and they keep saying that they will contact the relevant department. The last agent I spoke to was kind enough to tell me that it should have been shipped 2-3 business days after repair was done. But still nothing!! I paid a lot of money for this thing and it started malfunctioning in less than a year!! On their website, it says repair is complete. And they can't give me reason for a delay. They just keep beating around the ****. Replace my camera ASAP. I need it before 10/14 for a job that I need this camera for!

  Business Response

  Date: 10/07/2024

  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

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22387122
  
  I am rejecting this response because: the replacement has NOT been shipped yet. I will be satisfied as soon as I am in receipt of:
  

  1) Product replacement description

  2) Confirmation of shipment 

  3) Tracking number.

  Upon receipt of this, I will consider it a satisfactory response and I will close the case. In the meantime, I look forward to receiving the information I mentioned above. Thank you.

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

  Business Response

  Date: 10/28/2024

  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

• Initial Complaint

  Date:09/13/2024

  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.

  Purchased Used drone Mini 2 SE online on **** that came to with box, original controller, cables and actual drone. It was purchased in **** auction and bound to someone's account. Drone Serial Number is ********************. Spoke to DJI about it, they wanted proof of purchase (receipt), pic of serial number and authorization letter. I provided them all but now they're saying they need a stamp on the letter. The **** seller who sold me drone doesn't have stamp and I don't think it's fair for DJI to not accept the letter as valid document just because there is no stamp on it. Anyone can sell goods on ****, they don't have to be a big business and hold stamp is what DJI needs to understand. If I call them over the phone, they refer me to their email department and their email team is super slow as they take 2-3 business days to reply one email. It's been pretty frustrating process trying to resolve this one issue. Remote controller I got belongs to same drone and box which confirms everything came as complete set. My **** seller also mentioned that he purchases auction pallets and that's where he got this drone from, so this drone was customer returned drone that someone bought it, activated and returned the drone for some reason and got his money back. Now just because someone activated the drone once, DJI keep calling him previous owner when that person returned the drone for a refund. At this point, Im the owner but DJI won't listen and doesn't seems to accept documents that Im providing.

  Business Response

  Date: 09/16/2024

  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

  Customer Answer

  Date: 09/17/2024

   
  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. Please close my case...i'm all good!
  
  Sincerely,
  
  Prince *****

• Initial Complaint

  Date:08/16/2024

  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.

  We purchased a DJI Mini 4 Pro back in January. Only July 4th, it soley disconnected from the remote and flew off among 15 witnesses. For over a month now, I have been going back and forth and finally requested to escalate the complaint and have a manager or supervisor contact me. With only minimal email reply's with minimal discount, I have yet to receive a call back. For a drone that cost over $1k, you would expect better customer ********************** and quicker response. The unit needs to be replaced.

  Business Response

  Date: 08/16/2024

  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

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22153663
  
  I am rejecting this response because:

  I've been attempting to resolve this same issue for over a month now with no resolution. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 08/27/2024

  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

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22153663
  
  I am rejecting this response because this is not a response.  We keep going round and round with this genetic response. Have a real person respond with an actual resolution.  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/15/2024

  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.

  I bought a DJI drone for my child as a Christmas present last year. I used it for the second time in July this year. When it landed, it suddenly started smoking. I contacted customer ********************** and confirmed that we were still within the warranty period. They then sent it back to them. They exchanged it for a new one and I waited over a month for it to arrive. Now they are asking me to pay $280 for repair fees. They said that the water damage was caused by human error and was not covered by the warranty. I bought it new for $300 They also said that they would not take care of it if I did not pay within 7 days.

  Business Response

  Date: 08/15/2024

  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

• Initial Complaint

  Date:07/16/2024

  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.

  I purchased the *** Air 3 (RC2) Fly More Combo with 2 Extra Years of *** Care Refresh for $1,800 Brand New. I registered the aircraft with the U.S. FAA. I was flying in my backyard June 26th in sport mode, when I switched to normal mode the aircraft would not Fly in any direction because the omnidirectinal sensors had locked me out resulting in the aircraft trying to maneuver by itself ended up crashing. I watched and then checked the analysis from the crash and my experience shows it was not my fault. I've never broken a *** product before, I'm also physically and mentally disabled since a accident in 2017 where I don't understand as well as I used to. On the evening of June 26th I called *** ******** Support and got *** ******** Care Agent **** who told me to ship my *** products in the original *** box (that I always keep the boxes for warranty purposes and selling purposes). So I did what *** rep **** told me to do step by step walking me through with **** telling me what to click on. I explained that i don't understand because the aircraft is under warranty and i have 2 years of *** Care Refresh that i paid $202. June 27th the very next day I used the *** label *** had provided me to ship my *** Air 3 Fly More Combo to in *********, ** where they very quickly told me it's my fault with no evidence to show me so I paid the fee either way. The *** Air 3 they sent me is damaged right out of the brown box. *** kept my original box I was told I'd get back, all my propellers arrived broken, or missing, the manual is missing, type-c to type-c data cable is missing, the aircraft has light scratches, and when powered on inside or outside I get a GNSS code that pops up randomly causing the aircraft to not slow down on landings. I was told if I picked and paid for repair that I'd receive my original aircraft back fixed. If it could not be fixed or I used my *** Care Refresh they would send me a brand new aircraft, replace the broken props, ship back everything I sent ***.

  Business Response

  Date: 07/16/2024

  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

• Initial Complaint

  Date:07/03/2024

  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.

  DJI is knowingly producing failing and faulty batteries and then offering a 'discount' to customers to purchase a new drone.This is a scam, they are forcing customers to shoulder the cost of their faulty product. Legal action should be taken. These drone cost over ***** and if it were theft, it would be a felony.

  Business Response

  Date: 07/03/2024

  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

• Initial Complaint

  Date:05/22/2024

  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.

  DJI refreshed my drone in March of 2023. I didnt need to use it until March of 2024 so it sat unopened throughout this time. In March of this year, we had our roof ***laced and I needed to document damage and wanted to use the drone for the first time. However, the new drone would not communicate with the existing controller nor my Fly app. I spent an hour troubleshooting with customer support and they asked me to return the drone for inspection. I did so. They returned the drone to me and confirmed via email that there were no issues and that it should work when received.When received, the drone experienced the same issues as before and would not connect to the controller and/or Fly app. I spent another two hours on chat/phone with an additional support *** and they asked me to return it once more, having notated in my account the issue. I did so.I received an email from *** stating that the drone and controller and been inspected, that no issues existed, and that the drone was being returned to me. A total of five hours on chat/phone and to and from the post office twice with nothing to show for it.I have a $300 flightless paperweight with $250+ accessories/batteries that has never flown and would like for my drone and controller to be ***laced. This is NOT the customer ********************** Ive experienced from *** in the past with other drones and products. Im very disappointed and out of options. I feel as though I should have just lit $500 on fire.

  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