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:02/16/2023

  Type:Service or Repair 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.

  So I bought this cheap ring doorbell camera that you have to remove to charge..I thought I was buying one that had a removable battery. Like I had previously owned. I dealt with it, and ended up getting the just as crappy solar charger for it. Didnt work, so we thought it may be the panel. I Worked out an exchange with them via the support channel on ******** So they sent me a label to print, saying wait until the new one shows up, and then send back the old one. Since then (3 WEEKS ago), they have ghosted me. It never shipped..So I turned to amazon and they ended up exchanging it for me. (Thanks again RING).The 2nd one didnt work either. So it turned out the camera just wont. Charge. Best Buy wont take out back, because I have spent the last 5 weeks, trying to figure out how to make it charge. So, i am out the Best Buy return date. So warranty now falls on Ring. My issue now is on ******* (listed as their support channel) I get no answer!! Again ghosting me. Ill assume theyre ****** because I have voiced my opinion on this too many time? Its ridiculous. I DONT WANT THIS ANYMORE. I ended up buy one with an actual removable battery. Exchange isnt necessary, nor would I want to get the same back. I have spent thousands on these things, and I have always loved them. That doesnt include the 250 i just spent the new car cam that I may not even get until July now. Enough is Enough. I theyve gotten too big for their britches apparently. I just want to send it back and get my money back for the camera that clearly is useless.

  Business Response

  Date: 02/17/2023

  Hello *****, 

  Thank you for bringing this matter to our attention. While we are unable to provide a refund for Ring devices purchased through a third party retailer, I will forward your case to the Executive Resolutions team here at Ring to talk through available options. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19415496
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

   

  i dont want talk. Someone is responsible for this POS not working.  

  Business Response

  Date: 03/15/2023

  Hi *****, 

  Our team has assisted you in returning your Ring device for a courtesy refund. If you need further assistance with your Ring account beyond your initial inquiry, please reply to the email thread established with your assigned resolutions specialist. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 03/20/2023

   
  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,
  
  *********************

   

  one suggestion. That model is a joke. Remove it. Non removable batteries in a doorbell camera that you have to mount, is literally the worst *** you could have.  Sure you have a solar panel to purchase for it, and I get it. Extra revenue. Problem is that, they dont work. 
  

  ao I also wasted money on two of those. 
  

  stupid, bad design flaw. So doing a me favor? Na it was the right thing to do, and you know it. 
  

  Any way. Thanks for making me jump through hoops to get done what shouldve just been a simple thing. 
  

  not like Im a run of the mill customer. I have 4 outdoor, one doorbell, and 2 indoor. We also invested in the car cam too. 
  

  clearly I believe in the product. Maybe not so much on CS side of things anymore. 

• Initial Complaint

  Date:02/15/2023

  Type:Sales and Advertising 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.

  Absolutely terrible experience trying to return order number 001-4914931. I was unable to return this product online and had to call ring customer support (or so called support). I have no idea why I had to spend 45 minutes plus on the phone to do a what should be a simple return of a product. Still with no resolution.

  Business Response

  Date: 02/17/2023

  ****** has been provided with a prepaid return shipping label to return the contents of his original order for a refund under the Ring return policy.

  Regards, 

  The Ring Team

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair 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.

  My ring flood light camera stopped working on 1/17. I called and a representative said they would send a replacement. It has now been almost a month. *** had to call multiple times over the past month, waiting hours on hold, tried to escalate to a supervisor. All to be told the same thing every time. Its showing processed, we will have to cancel and reprocess, and will send trackingit never happens. 3 times Ive been told the same thing. I just want my house to have a working security camera. I am beyond frustrated that I even have to file this complaint. No one has time for this. Ring- do better.

  Business Response

  Date: 02/17/2023

  Following a recent contact by ******* into Ring Customer Support, the replacement order was reprocessed and should be shipping out shortly. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 02/17/2023

   
  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:02/13/2023

  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.

  January 25, 2023- after about a month of my ring doorbell malfunctioning i searched for support on website. They directed me to call customer service by phone. January 28, 2023- I was on the phone for about 2 hours with different people trying to troubleshoot my device. Nobody wanted to believe me that my device was not working. After speaking to highest level of tech support he went as far as telling me that ring isnt cheap or shy about replacing my device and he wanted to make sure I was telling the truth. And made me un mount my doorbell and leave it close to the modem for a whole week to make sure I was not the problem. Everyday not being able to know if someone is trying to break in. February 2, 2023 (7 days feeling unsafe )After my device is still not working properly I call ring again. Again they are trying to make me trouble shoot my device when they can clearly see it has not picked up movement in My living room that I am in daily. After finally making them check all their notes they finally agree to send me a replacement device. 3-5 working days they told me. February 13, 2023 (7 working days later,19 days feeling unsafe.)I have been on the phone for 45 minutes so far(again) they have no record of my tracking info. Luckily I have an email from *** with my return shipping label otherwise they would have called me a liar. Again. Apparently he is trying to get me another replacement sent out. Maybe in 2 weeks they wont know what Im talking about again. What kind of business is this. Or what kind of 3rd party call center do they have working for them. Why does no body care about my safety or my familys safety. Can somebody please help me. If no replacement I would like a refund of all my ring products so I can find a new security company.

  Business Response

  Date: 02/14/2023

  Hello ****,

  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. I will have a member of our Executive Resolutions team reach out to assist you further. 

  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:02/13/2023

  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 have many ring products at two different addresses that we have been using for many years. I have been calling Ring at ************** since early November 2022. Each time I request a replacement video camera. We pay an annual for for service/replacement. Each time I am told they will ship it within 7 days. I have never received the camera and each time I call I get a different excuse. The past few times they tell me it is out of stock. This has been Since December. Called again today and the same story. They will check with shipping, blah blah.

  Business Response

  Date: 02/14/2023

  Hello ******,

  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19394819
  
  I am rejecting this response because: they say they now mailed my replacement unit. This has been said a couple of times before and I never received anything. I will wait and see if this time I receive my replacement camera.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/08/2023

  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.

  Been a customer for about 7 hours now and all has been fine up until two weeks ago. Had a Doorbell 2 hardwired with a chime and decided to upgrade to new Doorbell 4. Seemed pretty straight forward. Seem pretty straight forward, remove four screws move the two wires in back providing power and remount. Notice a few days later the doorbell power source says hardwired and battery at 90%. Week passes and I noticed the battery still shows 90% so gave it more time and same thing. So today I tried reaching out to tech support ********** going back and forth about how it can be powered by battery and hardwired and Im like yes I get that, but thats not what Im asking. Plus noticed right around the same time if you check the device health status via the web it show power source Battery, but the app still show power source Hardwired.I want to know what is going and need to talk with someone that can find and fix the issue or give a full refund.

  Business Response

  Date: 02/09/2023

  Hello *****, 

  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. I will have a member of our Executive Resolutions team reach out to provide you with more information about your device and performance expectations. 

  Regards, 
  The Ring Team

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19370036
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/06/2023

  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 purchased 4 indoor cameras for my business thru the Ring Website. The cameras arrived but were packaged in an Amazon box. I realized within 5 days that they would not work for what I needed. I got on the Ring website and put in my order number and zip code, and it told me they weren't valid. I called the 800 number and spent 45 minutes on the phone, setting up a Ring account they told me I needed to return the cameras and when I was finished, they said I would receive shipping labels via email within 24 hours. I never received the labels and have filed a claim with Ring and still no response. I just want to return the cameras and get a refund. They have a 30 day policy and the time is running out. This is a copy of the order information:Ring Team Thanks for your purchase!Were processing your order now, which could take up to 48 hours. Well send you a shipping confirmation email with your tracking number when its ready.Order number: 001-4827684 Order Summary 4-Pack Indoor Cam4-Pack Indoor Cam 1 White$239.96 Subtotal$239.96 Shipping$0.00 Taxes$18.60 Total$258.56 USD **** (ending in ****)$258.56 Customer Information Shipping address *************************** Services of ***********., In ***************************************************************************************** Billing address *************************** Services of ***********., In ***************************************************************************************** Shipping method Expedited (1-5 Business Days)Payment method Ending in **** $258.56 Need to cancel your order? Well wait 45 minutes to give you time to manage your purchase. To cancel, click the button below and follow the instructions at the bottom of the page.Manage Order By purchasing or using the product, you agree to the Terms of Service. See Privacy for additional information.2023 Ring LLC or its affiliates.12515 *************, *********, ** 90250.Ring and all related marks are trademarks of Ring LLC or its affiliates.Privacy|Licenses|Support|Terms of Service

  Business Response

  Date: 02/07/2023

  Hello *****,

  Thank you for bringing this to our attention. We understand the importance of receiving your refund in a timely manner. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair 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.

  I have spent thousands of dollars on Ring products over the last several years and pay annually for Ring's Protect Plan. I was happy with the products and customer support until the last six months or so when one of my Spotlight Cameras failed. After troubleshooting with Ring, it was determined that it would be replaced. After months of no correspondence (after the initial email stating my cam would be shipped), I again contacted Ring support and was told that the camera was out of stock and would be shipped when available. (This would have been helpful to know months ago). Again, no further correspondence occurred until I called back (again) and was told the same story. Then eventually they sent me the wrong camera. This went on several more times, each time being assured I would receive the correct replacement. Finally, I spent nearly two hours on the phone and had to look up my old invoices from Ring to prove I had purchased the Ring Cam from Ring. Although the customer support agents are friendly and attempt to be helpful, it seems their processes and communication are not well managed, and it's ridiculous how much time I've had to spend on this one issue. We'll see if this fifth time is successful!

  Business Response

  Date: 02/07/2023

  Hello ********,

  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 02/11/2023

   
  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:01/31/2023

  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.

  When I first got my ring, I contacted ring about my ring doorbell going offline. I was able to reconnect it but actually had to go to the doorbell itself, unscrew it and reconnect it. It has since done this a second time, I had to go through the aforementioned steps again and reconnect and now it has done it again. The problem is, now I have an Airbnb guest there until the end of March. This devise was meant to help me track who comes in and out of my Airbnb and it's proving to be more of a headache than a useful tool. Now you're going to say I'm probably having issues with my internet and that's fine but I don't have any issues with the two wyze cameras. They are never offline and are always in working order. I am seeking either a resolve to this matter, other than me interrupting my guests to I can put the ring back online (which would also be awkward) or a refund of this device. I should not be having this many problems.I have also attempted to call Ring again and they insist I have to go and stand in front of the device to resolve the issue. I instructed them I cannot do this. They then told me I would have to go to ********** where I originally purchased the device and return it to them, that they were not going to assist me. This is Ring's device, they should provide a refund of $99.99. I also had to hire someone to install the device.This whole process has been a nightmare. **************** is truly dead. Companies can create shoddy products and not have any accountability whatsoever.

  Business Response

  Date: 02/01/2023

  Hello *********,
  
  Thank you for bringing this to our attention. Based on what you're describing, there could be some external interference between the device and your internet. I will have a member of our Executive Resolutions team reach out to offer some troubleshooting assistance.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/31/2023

  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 a ring video doorbell and no drill mount as a Christmas gift in November. Upon attempting to return online, I was told I did not meet the 30 day return window despite confirming items purchased as gifts could be returned through 1/31. I spent 30 min on the phone with customer service to request return labels last week, and I was told "rest assured" I would have labels emailed to me within 48 business hours. I waited several days, still no email except for 7 automated emails in a row stating they enjoyed speaking with me. I called back today and was told I can't return the items and to receive my money back I would need to resell on **** or another site. This is unacceptable and it should never be this difficult to make a return for a gift that cannot be used.

  Business Response

  Date: 02/01/2023

  Hello ******
  
  Thank you for bringing this matter to our attention. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team