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:10/16/2023

  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.

  This business runs a legitimate scam. They are declared as US business on their web site, but no one to speak to one their phone, no phone calls are returned, and their inspection engineering team is based in ******. I originally purchased their Amaryllo Zeus camera and it was defective from the start. 2-Way communication was not working. I addressed this with their "support" which is essentially a one man show - a person named "*****" answering emails. There were about 30 emails exchanged back and forth and they were insisting there was nothing wrong with my camera. Because it was not a crucial functionality I overlooked it. A week ago my camera stopped working completely. It is powered on but unavailable in the app making it essentially mussels. Again, 30 emails back and forth for them to tell me there is nothing wrong (although I am unable to use the camera) and that I can ask for them to have the camera sent to ****** for inspection for which they would charge me because they can't find fault with the camera. Unbelievable! This company has zero ownership of warranty, and professionalism. I don't even want my camera serviced or inspected by them but I want to bring awareness that this company is not to be dealt with. Ideally, I would like to be simply reimbursed and not have to deal with them ever again. I can forward you my complete communication with them, and its is beyond frustrating. I have wasted my money on their camera, they have provided zero assistance and essentially refuse to honour their warranty. Its unspeakable for a US based company (that is essentially operating out of Taiwan). It is a blatant example of a scam business. Here are some reviews of their other customers: ********************************************

  Business Response

  Date: 10/23/2023

  Amaryllo is deeply committed to ensuring customer satisfaction and delivering exceptional service. We have diligently addressed the concerns of *. ***, who purchased the Zeus smart security camera on October 30, 2022, and reported functionality issues. After several weeks of communication, our investigation unveiled uncertainties about the issue's origin. Consequently, we proposed initiating an RMA process to impartially assess for potential manufacturing defects. If confirmed, we are dedicated to providing a free replacement and covering logistics costs in accordance with our warranty policy.

  Regrettably, despite the customer's prior understanding that products purchased with a promo code are considered final sale, as clearly stated in our terms and conditions (accessible here: ******************************, they still requested a refund in their last support email. We acknowledge the customer's refund request, but it's crucial to grasp that our ability to issue refunds depends on identifying the root cause of the issue. The uncertainty about whether the camera was damaged due to mishandling or if it's a manufacturing defect poses a challenge when it comes to processing a refund without compromising our warranty policies. Consequently, due to the customer's reluctance to engage in the RMA process, they expressed their dissatisfaction by posting negative comments about our support services.

  At Amaryllo, we take great pride in delivering top-notch products and services, offering multiple communication channels such as a toll-free number, email (**********************), and a presence on social media platforms (********, *********, ********), as well as an online chat on our website. It's worth noting that other customers have expressed their satisfaction with our customer service in our ********** reviews (see attached). In response to the customer's recent ********** post, we have reached out to them to discuss reconsidering the RMA request.
  

  
  

  Business Response

  Date: 11/13/2023

  Dear ************ **********,

  We appreciate the time and attention your team has dedicated to reviewing the case in question. Having conducted business in the US for over a decade, both online and in retail, we take immense pride in delivering top-notch customer service to our clientele around the globe. **** initially encountered issues with our product, prompting our customer service team to diligently address her concerns. Despite encountering unresponsiveness and hostile messages from the customer, our staff maintained a professional demeanor and went above and beyond in their efforts to resolve the situation amicably. 

  It's important to clarify that as a camera brand company, we are not a factory or manufacturer. As part of our standard operating procedures, we provide a 1-year manufacturer warranty on all our products. In cases where issues arise due to manufacturing defects, we have consistently communicated our commitment to covering the cost of shipment and repair. Even though ****** camera is now beyond its warranty period, we understand that ongoing communication is taking place, and she may need additional time to reconsider. In light of this, we are willing to extend our initial offer, which includes picking up the camera, conducting an inspection, and providing free repairs if a manufacturing defect is found, should she agree to this arrangement. Regrettably, not all customers provide accurate information, and we have encountered instances where damage to the camera was attributable to human error. We remain dedicated to upholding our commitment to quality and customer satisfaction. 

  Sincerely, 

  Amaryllo Team

   

  Customer Answer

  Date: 12/07/2023

  "Amaryllo is deeply committed to ensuring customer satisfaction and delivering exceptional service."
  How nice! Is this so just because you say so!?
  
  "We have diligently addressed the concerns of *. ***, who purchased the Zeus smart security camera on October 30, 2022, and reported functionality issues. After several weeks of communication, 
  our investigation unveiled uncertainties about the issue's origin."
  
  Untrue. You have never done technical background analysis of any issues I have reported. Your answers are non technical and reset / format etc is something that I can do on my own.
  
  "Consequently, we proposed initiating an RMA process to impartially assess for potential manufacturing defects. If confirmed, we are dedicated to providing a free replacement and covering logistics 
  costs in accordance with our warranty policy."
  
  The answers in the 40 + emails are conflicting. One day I need to pay for shipping, another day I don't. I cannot trust that I will be receiving the camera back at all.
  
  "Regrettably, despite the customer's prior understanding that products purchased with a promo code are considered final sale, as clearly stated in our terms and conditions 
  (accessible here: ******************************, they still requested a refund in their last support email."
  
  Because you have ZERO INTEGRITY as displayed in the 40+ emails.
  
  "We acknowledge the customer's refund request, but it's crucial to grasp that our ability to issue refunds depends on identifying the root cause of the issue." 
  
  That is why I asked for your service centre so I can drop of the camera myself and receive proof there is no consumer induced damages and demonstrate all the issues with the camera.
  
  "The uncertainty about whether the camera was damaged due to mishandling or if it's a manufacturing defect poses a challenge when it comes to processing a refund without compromising our 
  warranty policies. Consequently, due to the customer's reluctance to engage in the RMA process, they expressed their dissatisfaction by posting negative comments about our support services.
  At Amaryllo, we take great pride in delivering top-notch products and services, offering multiple communication channels such as a toll-free number, email (**********************), and a 
  presence on social media platforms (********, *********, ********), as well as an online chat on our website."
  
  Not true - no one answers the phone and voice messages are not answered, phone calls are not returned. Online chat does not exist-it i a message functionality (like the phone number) and 
  then one person "sonny" replies by email.
  
  "It's worth noting that other customers have expressed their satisfaction with our customer service in our ********** reviews (see attached). In response to the customer's recent ********** 
  post, we have reached out to them to discuss reconsidering the RMA request."
  
  The "other customers" have conveniently all expressed their support with Amaryllo shortly after me posting all email communication. And you also have genuine customers, like myself, who have 
  posted their opinion on **********.
  
  

  Business Response

  Date: 12/18/2023

  Regarding the claim of unavailable support, we serve a global customer base through a reputable U.S. call center. Despite detailed call logging, there's no record of calls from the customer. In addition, we offer various ways for users to get a hold of us:
  1. Toll-Free #************** (Handled by U.S call center)
  2. Social Media: We actively monitor and respond to queries: ********, *******, ********, and *********.
  3. Online Chat Service: During business hours, an online chat service is available on our website.
  4. Email Support: **********************
  
  Refund Concern: The customer used a promotional code, waiving the return option *******************************. Despite our team's efforts, as evidenced in her provided screenshot, *** insisted the camera was defective. This has prompted us to question the authenticity of her claim. Despite engaging in over 30 emails, if we lacked ownership or professionalism, such dedicated assistance would not have been provided.
  

  Warranty Clarification: As outlined in our ToS *******************************, we offer a 1-year manufacturer's warranty covering repair and shipping if the camera is deemed defective. Contrary to the customer's claim, we did not refuse assistance; we communicated this warranty option multiple times. Despite her last claim falling outside the warranty timeframe, as a gesture of goodwill, we offered to inspect the cameras. Unfortunately, she declined this offer as well.

  At this point, we are unsure what else we can offer to satisfy her request without going against our warranty. We sincerely feel she wants to scam out of her purchase and has harassed our business by leaving reviews in hopes of coercing a refund for a product that was sold as a final sale. We remain committed to fair practices and appreciate the understanding of our valued customers. If you have any further concerns or questions, please don't hesitate to reach out through any of the provided communication channels.