Complaints
Customer Complaints Summary
- 116 total complaints in the last 3 years.
- 41 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/02/2022
Type:Product IssuesStatus: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 8/26/22 I purchased the *** ***** online from its official website - Order Number XXXXXXXXXXXXX.
The product is advertised to have a return to home feature. During one of it's first few flights after receiving the product, the drone stopped responding to user input and the return to home feature malfunctioned, resulting in the drone making an emergency landing into a neighbor's yard after running out of battery. When confronting this neighbor, she has denied that this event occurred and will not allow me onto her property.
A fly away report was made with DJI about this case (automatically deactivates the drone in question), and after months of correspondence and uploading flight data to them (which was never acknowledged by the company), the support team offered for me to repurchase the same drone at a *** discount.
This resolution does nothing to address the issue of the product malfunctioning and I do not believe I should have to repurchase a product that cannot return safely to me as advertised. Should the drone have landed in a more precarious location (in the middle of a street, into a ************ etc..) I believe this matter would be escalated to a much higher degree.
The company basically denies that anything wrong happened with their product and wants me to spend more money - only in my eyes to risk another dangerous event occurring.Business Response
Date: 11/17/2022
Business Response /* (1000, 5, 2022/11/03) */
Dear *****,
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 *** North America Support, Mon-Fri 9:00AM
5:00PM (PST) via the following:
Tel: +X (XXX) XXX XXXX
Email: ******************
Online Support: **********************************
Sincerely,
***Initial Complaint
Date:10/28/2022
Type:Product IssuesStatus: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 originally purchased a ***** with order number XXXXXXXXXXXXX on September 29, 2022, but I returned the DJI Mini ***** after receiving it since it was similar to a current ***** I owned. The merchant provided a prepaid return label with tracking number 1ZE80EXXXXXXXXXXXX. Their warehouse received the package on October 7. The money I paid for the order has not yet been refunded three weeks after delivery, and I have not been told when it will be ********* I've filed a complaint with the ********************** to get *** to refund my ******* as I have complied with my agreement terms. My story is corroborated by the prepaid return label and the emails authorizing the return.Business Response
Date: 11/08/2022
Business Response /* (1000, 5, 2022/10/28) */
Dear *****,
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: +X (XXX) XXX XXXX
Email: ******************
Online Support: **********************************
Sincerely,
***Initial Complaint
Date:10/21/2022
Type:Product IssuesStatus: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 have a support ticket with the company. It is *******************
I purchased a DJI ***** for **** and an extended care plan for approximately $40. The extended care plan provided a warranty until ***********
After transferring my ***** photos and video from my phone to my computer recently, I noticed that there is a black spot in the lower corner of all photos and video. I had not noticed on my phone screen, but it is very clear on the computer and ruins the image. It even appears in a short video of my wedding.
Although the device is past warranty, I have photo evidence that the spot has been present and the camera damaged since the first flight. The company has access to flight data and can match the images I am providing to validate that they correspond to the first flight. (Not counting a short test flight within my own home.) It is proof that the ***** was defective when I purchased it. I do not believe that I should pay for repairs when the product was broken at the time of purchase.
The company is asking me to pay for the repairs even though I have proof it was broken at the time of purchase. Since I have proof that the product was defective at the time of purchase and before the warranty expired, I do not believe I should be forced to pay for the repairs.
I am most upset that my photos and videos, especially if my wedding, are impacted by the defect. The ***** should have been tested before it was sold. However, to pay for a repair of something that never worked correctly to begin with adds insult to injury.Business Response
Date: 10/26/2022
Business Response /* (1000, 5, 2022/10/24) */
Dear ****,
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: +X (XXX) XXX XXXX
Email: ******************
Online Support: **********************************
Sincerely,
***
Consumer Response /* (2000, 7, 2022/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company promptly responded and has agreed to make an exception in this instance due to the unusual circumstances. I sincerely appreciate it.Initial Complaint
Date:10/16/2022
Type:Product IssuesStatus: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 *** ***** in May 2022. The ***** flew erratically through no fault of mine and crashed without responding to the remote control in June 2022. I've sent the ***** for repair to the *** service center in September, well within the 1 year ********* The manufacturer gave me case number *******************. The company now wants me to pay a fee to repair this **************** *****. I do not accept this fee and I want the company to repair the ***** like brand new at no charge since the issue was clearly caused by a manufacture defect or bug, NOT a user error.Business Response
Date: 11/03/2022
Business Response /* (1000, 5, 2022/10/18) */
Dear ******,
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 ******
****** (PST) via the following:
Tel: +X (XXX) XXX XXXX
Email: ******************
Online Support: **********************************
Sincerely,
***Initial Complaint
Date:10/14/2022
Type:Product IssuesStatus: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 recently unboxed a brand new drone I received as a gift from my children and followed all of the proper setup procedures. After about one hour of total flight time, the drone had connection issues. I contacted *** and was told that I would need to send it back to the company for assessment and repair. During my waiting period for my drone to be returned, I contacted the company and expressed my concerns about receiving a refurbished/used drone in Replacment of the one hour old drone/virtually new one that I sent in for assessment. They stated that mine had been repaired and I would receive the one I sent in. After two weeks I received a drone that had been sent to me by DJI. The serial number on the drone I received was different than my original. I was lied to or the associate that told me I would get my original was simply saying what they thought I wanted to hear. My drone was virtually new and no one knows how many hours this replacement has. I contacted DJI yet again and they suggested I do the same **************** again with what they sent me. It is unexceptionable to expect customers to go through what they think is fair and just. Multiple weeks to wait yet again! If a customer send something in for repair, it's a huge inconvenience. ************* the issue and send back what belongs to them. Better yet, send a new Replacment. Now I'm on a call back list for management that could take another 48 hours. Truly sad business practice.Business Response
Date: 10/17/2022
Dear *****,
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: *****************
Email: ********************
Online Support: **********************************
Sincerely,
DJICustomer Answer
Date: 10/19/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing was resolved. The response was a generic apology. My last verbal conversation with a member of the management team stated that I would receive a call back regarding a resolution. I'm still waiting for an email and or call from the company.Business Response
Date: 03/10/2023
Dear *****,
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: *****************
Email: ********************
Online Support: **********************************
Sincerely,
DJICustomer Answer
Date: 03/10/2023
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:09/27/2022
Type:Delivery IssuesStatus: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 DJI RS 3 from DJI Tech. The product was in route from ********** to ******* when I noticed the sender requested the package to be returned to sender. I called DJI's support team and they assured me this was not the case. I waited a few days before checking the tracking order again but that's when I noticed the package I ordered was on its way back to California. Again I contacted DJI support team (that can only be reached via live chat; a support team that cant do anything but escalate issues) and again they assured me that the item would still be delivered. Three days passed and I received an email stating the item was delivered. I have not received the package so I contacted DJI again to ask for a refund. ***** (customer support) assured me that my ticket was escalated and I would be receiving a call from their logistics team. I have yet to receive a call nor a refund. And if you try to contact their sales department via their number the option is disabled.Business Response
Date: 10/12/2022
Dear ****,
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: *****************
Email: ********************
Online Support: **********************************
Sincerely,
DJICustomer Answer
Date: 10/13/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I already have a case open with DJI for a refund, for the passed two weeks. Still no resolution, no refund. Today I received an email from their support staff asking if I received the refund yet, still nothing. I've never had this much of an issue trying to get a refund for something I was never delivered in the first place.
See Attachment/File: A488750B-844E-408E-836F-4084A9DFA380.jpegCustomer Answer
Date: 10/14/2022
Still no refund, instead I keep being told that the refund is on the way. Please be been give now two new times for my refund as attached. *** is now claiming the refund would take 1-3 business days or **** business days. It's already been over a month since I ordered this product and exactly a month since I brought this error to them.Customer Answer
Date: 10/14/2022
***Document Attached***
Still no refund, instead I keep being told that the refund is on the way. Please be been give now two new times for my refund as attached. *** is now claiming the refund would take 1-3 business days or **** business days. It's already been over a month since I ordered this product and exactly a month since I brought this error to them.
See Attachment/File: 5913A8D0-E52A-42F3-AA68-CC2546961CCDBusiness Response
Date: 03/10/2023
Dear ****,
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: *****************
Email: ********************
Online Support: **********************************
Sincerely,
DJIInitial Complaint
Date:09/15/2022
Type:Product IssuesStatus: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've always flown dji drones. my latest dji was the air 2s fly more combo. i have logged 100s if not thousands of flights between my mini and air 2s. My last flight coming home taking my normal route home the unit glitched and took a hard turn smashing into something. when i contacted dji they said i turned it smashing my drone. i understand that's what the log says but i am 100% certain i did no such thing there was a malfunction causing the drone to wreck. the drone was not found this was 5 doors down from my house and the last location i looked and did not find. The wreck was due to malfunction in drone, remote or both i've already tried to get help through dji support and was told it was pilot error. again it wasn't i'm a single dad and it took a lot to save for this droneBusiness Response
Date: 09/15/2022
Dear *****,
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: *****************
Email: ********************
Online Support: **********************************
Sincerely,
DJICustomer Answer
Date: 09/15/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
dji offered 10 or 15% off in my previous communication with the company. This was not satisfactory as i spent $1500 on their product which had a glitch - malfunction that was not user error. It's sad a multi billion dollar company treats their loyal customers this way. They say it was user error. I promise it was not. 10% off just doesn't cut it. Considering it's still less to purchase on amazon. If they have a fair solution i will update this.Business Response
Date: 03/10/2023
Dear *****,
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: *****************
Email: ********************
Online Support: **********************************
Sincerely,
DJICustomer Answer
Date: 03/12/2023
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:09/11/2022
Type:Product IssuesStatus: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 have 2 drones total value over 3k. Their software no longer supports Android. They keep asking for bug reports, IT info but are unable to fix it. I have asked for a refund since they admit they can't help me. They offered me a 10 dollar sd card as compensation. I wasn't a reasonable refund.Business Response
Date: 09/12/2022
Dear *****,
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: *****************
Email: ********************
Online Support: **********************************
Sincerely,
DJICustomer Answer
Date: 09/12/2022
I have received email after email of excuses concerning their inability to figure out why android phones can no longer be used to fly my drones. They finally gave up and offered me a 10 dollar SD card because they don't have the software fix to allow me to fly the ******* dollar drone or the ******* dollar drone I purchased from the company. If they can't fix the software I simply want an updated drone I can use with my android phone, or a reasonable refund. I am a 59 year old man and the drone I have is in perfect condition. I don't see how a company who sells something doesn't have to ability to allow the software to be updated for the newest version of android which is what I have. I don't think it's a lot for the company to either give me a usable app or a refund, or a replacement drone. I use this drone for photography, short advertisements, etc.Business Response
Date: 03/10/2023
Dear *****,
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: *****************
Email: ********************
Online Support: **********************************
Sincerely,
DJICustomer Answer
Date: 03/10/2023
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:08/30/2022
Type:Product IssuesStatus: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 purchased a *** ***** Remote Controller Tablet Holder on 8/15/2022. I received the item on 8/23/2022 and it was broken. I immediately submitted a request for a return label in order to return the broken item for a full refund. However, I was only offered to return the broken item at my expense for free coupon to repurchase the *** ***** Remote Controller Tablet Holder. I reminded the Rep of my initial response where I informed her that in addition to the item being broken that the Holder did not fully secure my 10.4-inch Samsung Galaxy Tablet, as it moved from side to side in the clamp. I also explain to the Rep that my concern was that if I forced the clamp any tighter that it would damage my Tablet. Just for the record, the clamp was the part of the Holder that was not broken. Using Tablet Holder that is not fully secured would be a liability for me, if it was to slide left or right off the Holder and I lost control of my drone. As a customer who paid $799 for one of their Drones, I am totally disappointed. What's more concerning and sadder is that *** is a $4 Billion a year company, who refuse to provide me as a customer a $5 dollar return label and a full refund of a *** broken item ******* with taxes.Business Response
Date: 10/13/2022
Business Response /* (1000, 5, 2022/08/30) */
Dear *****,
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: +X (XXX) XXX XXXX
Email: ******************
Online Support: **********************************
Sincerely,
***
Consumer Response /* (2000, 8, 2022/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company provided a full refund of the purchase.Initial Complaint
Date:08/24/2022
Type:Service or Repair IssuesStatus: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 crashed my drone, I paid for DJI Care. Still haven't gotten it 2 months later. They have SEVERELY messed with my work because I didn't have a drone for 2 months that I paid for.
They mail me my drone, said delivered June 23 but doesn't get delivered to my secure apartment locker that only I get a code for. I pay for secure mailing. I check my mail the day it was delivered, wasn't there. I check again, apartment mail center didn't see it. 3 days later I tell DJI my drone didn't get delivered. DJI confirmed address was correct. They tell me to file police report, I have no idea how to do that. I try, pay *** to **** to ******* wait ** minutes in line, they say do it online. I try to do it online but the options don't let me for the specific situation that happened so I have to go back to the police station.
I tell DJI they need to pay me to **** to police station since this is their fault/*** fault they lost my drone. July 17 they tell me the drone was activated July 3. Wasn't me.
I see cops in person and they tell me online form is incorrect and can be online. I file the report and send to DJI August 11. DJI says nothing. I ask for updates multiple times and DJI doesn't respond.
0/10 customer support. Bunch of scammers making me wait 2 months for the product I paid for. I have no idea how to do police reports. Spent 6-10 hours of my time dealing with this. DJI should spend their time disputing it with the shipping company, not me.
I want a refund for my drone I paid for, refund for making me wait that long and spending hours fixing their mistake.
I do NOT want a refund for my drone replacement payment INSTEAD of receiving my drone. I will only accept the replacement drone, or full replacement cost for a new one to buy it again myself.
Details:
Paid DJI **** June 21
DJI supposed to send replacement drone.
Dispute is company failed to deliver correctly.
DJI has not resolved the problem.
Tracking number: ******************Business Response
Date: 08/24/2022
Dear ******,
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: *****************
Email: ********************
Online Support: **********************************
Sincerely,
DJIBusiness Response
Date: 09/08/2022
Business Response /* (1000, 5, 2022/08/24) */
Dear ******,
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: +X (XXX) XXX XXXX
Email: ******************
Online Support: **********************************
Sincerely,
DJICustomer Answer
Date: 10/04/2022
Hello,
I didn't see the response to the email. I thought I was still waiting for a response.
The company has not contacted me whatsoever, even after I contacted them through their chat after this complaint. They said they would call me and email me then.
It has been almost 4 months since I was supposed to receive the drone I paid for and still have not received it, or any communication about it.
This is insane.Customer Answer
Date: 10/06/2022
***Document Attached***
After contacting *** support through chat for the 3-4th time, they finally responded Oct 4th realizing they misread my very first email on June 24th and marked my case incorrectly.
This has been sent to the higher management because even though I clarified every single time that they misread the email wrong, they still marked my case as fraud and are finally taking care of it.
I still had to buy a new drone costing me $688 since they did not send my drone I paid for to me in a timely manner.
My demands to close this case are:
- Full reimbursement for the drone I had to purchase. I can sell mine and *** can cover the loss I get for that. My new drone is not activated on the insurance plan I purchased with *** so I will have to sell my drone at a loss.
- New replacement drone that is covered by the *** refresh plan I purchased
- 4+ months (depending on when this finally gets resolved) added to my *** care plan for the time I did not have the drone.
See Attachment/File: Screen Shot 2022-10-06 at 7.46.40 PM.pngBusiness Response
Date: 03/10/2023
Dear ******,
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: *****************
Email: ********************
Online Support: **********************************
Sincerely,
DJI
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