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:08/24/2023

  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 the item on 7/10/2023. The order number is **********. I placed the order from their website using Affirm. The details on the site say items are available for return. After placing the order and getting the item, I realized I couldn't actually use it in my area. I sent an email to the company informing them of this and asking them where to return the item. A staff member named **** responded and told me I could and I needed to do certain things to do this. I told him I wouldn't be able to use it but I would give it one more try and let him know. After doing what I was told, I saw that I couldn't still use the product and sent the information to the email of **** and asked him where I could return the item. He never responded. I then called and someone told me **** wasn't in but would get back to me. I then followed up with emails asking for a call back and tried calling as well, to no avail. I assumed they have caller ID as no one ever answered which was weird. I then reached out to Affirm and filed a complaint with them about the company and my issue with trying to return the item. They told me I had to keep paying my installment until they resolved it with the company. It has been 2 weeks. I called them on 7/22 and they said they are still working on it. I tried to return it in the timeframe they have posted on their website and I don't think I should have to pay for something I can't use. I'd like to return the product.

  Business Response

  Date: 08/24/2023

  Dronefly strives to provide an excellent customer experience. We will do everything within our capacity to ensure our customers are 100% satisfied with their purchase. We offer a 10-day buyers remorse on select products from the ship date and with an approved RMA number.   

  However, custom built kits, packages, combos or Ready to Fly (RTF) copters may NOT be returned or EXCHANGED under any circumstance

  Items that have been activated, previously flown, used, or show any sign of wear will not be accepted.
  

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  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20514632
  
  I am rejecting this response because: I contacted the business before the timeframe and was instructed to perform tasks that according to them made the item un-returnable. They knew that when they told me to conduct steps that would cause issues after I asked about returning it because I couldnt operate in my area. Further by not responding to me or answering my calls was very unprofessional. This is definitely bad business. 
  
  Sincerely,
  
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  Business Response

  Date: 08/25/2023

  Dronefly strives to provide an excellent customer experience. We will do everything within our capacity to ensure our customers are 100% satisfied with their purchase. We offer a 10-day buyers remorse on select products from the ship date and with an approved RMA number.   
  However, custom built kits, packages, combos or Ready to Fly (RTF) copters may NOT be returned or EXCHANGED under any circumstance
  Items that have been activated, previously flown, used, or show any sign of wear will not be accepted.
  
  ***************************************************

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20514632
  
  I am rejecting this response because: again, I was within the return period when the company representative asked me to perform action he knew would make it unreturnbke. This is bad business. I wanted to return it. Since I have to keep something I cant use Im asking for a percentage off to solve this complaint at this point. 
  
  Sincerely,
  
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