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Business Profile

Security Cameras

Reolink Innovation Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Cameras.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/15/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Before placing order they offered a discount on the products. They said to order them and they would refund the difference between the newly offered price and the actual listed price on ********** has now been 1 month since order placement- 10 emails and I still get the same answer-REQUEST HAS BEEN ESCALATED TO BILLING AND ACCOUNTING.This is ridiculous and I am requesting the difference between the actual price paid of $307.00 plus $32.28 in taxes to $268.00 plus recalculated taxes (about $29 and change).

  • Initial Complaint

    Date:10/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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 tried on numerous occasions to resolve the matter that the Reolink app does not operate when away from the home. This is false advertisement since you should be able to view the cameras while away from the home as described. The business has responded through email from what seems to be an AI system. This has been useless since the problem isn't resolved.

  • Initial Complaint

    Date:08/28/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 four camera RLK8-510B4-A system from the Reolink site in May 2024. It is advertised as an outdoor system and easy for homeowners to install. Both assertions are inaccurate.The system comes with Cat 5 Ethernet cables which are not rated for outdoor use. I had to upgrade to Cat 6 Ethernet cables which are impervious to UVA and UVB rays.As the system came with Cat 5 Ethernet cables with the connectors already on the ends of the cables, I also had to hire a professional cabling company to supply Cat 6 Ethernet cables and to install the system in that the hole through the wall of my house in my home office where I installed the *** had to be expanded.After the system was installed I had to calibrate the system. Given the complexity of the system, I had to contact the Reolink support numerous times over the span of a couple of weeks. This cost me additional time away from other priorities.Despite my lengthy and frequent recalibrating of the system, it provided false alarms. This went on for two or three additional weeks.Then the system after being what appeared to be accurately calibrated, stopped providing push notifications of any sort whether false alarms or legitimate push notifications.Give that the system was proving to be defective, I sent letters to the three Reolink headquarters in the ************* describing the numerous problems with their system. I received no reply from any of the upper level management to whom the letters were addressed. I was also in contact via email with "Sizon" from the Reolink support team. He made paltry offers of settlement of the issues.Based on my experience with Reolink, there are numerous product deficiencies that should have been resolved before it went to market and they do not stand behind their products. No matter the system you are thinking of purchasing from Reolink, purchase elsewhere. There are systems on the market at the same price or less that are better value for the money.

  • Initial Complaint

    Date:08/28/2024

    Type:Product Issues
    Status:
    Unanswered
    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 Reolink security camera in October, 2022-comes with a 2 year product Warrenty. A month ago, it started to malfunction.Went to the ******************* located on **** on 7/31/2024. Item number 9505-5128-6136-4213-4119-66. Reolink received the camera n 8/5/2024. My Reolink case number is *******.***** from the ******************* sent me an email dated 8/16/2024. In part it reads: We can help submit the info to your Warrenty solutiion. Before that we need your permission. By confirming to send us your recipients name, shipping address, return tracking number, transaction number of reimbursement, ****** account number, cardholder and card number, you agree and entrust us to process your personal data for the purpose of dealing with your after sales issues.I did not fall off the onion truck yesterday-I will not send Reolink any personal information.The person who created the return policy should be terminated.Please handle my concern in a timely manner. Thank you.Sincerely,************************* *********************** ************(

Reolink Innovation Inc is NOT a BBB Accredited Business.

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