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:05/13/2025

  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 and installed three Ryse units within the last year based on their advertised ability to Open Any Size or Weight of window shade. Despite working with their support team over several months, trying multiple positioning fixes (including purchasing a $132.30 ball chain tool to adjust the chain) and replacement sprockets, the units continued to malfunction. After installing the latest sprockets, the shades one still drifted lower with each movement, making them unusable.When I followed up, I was told the issue was likely due to the size of my blinds and that no refund could be issued. This was disappointing given the clear and repeated marketing claims that size and weight would not be an issue. I am well within the warranty period and believe the product was ***************** filing this complaint in hopes of receiving a refund or a fair resolution.

  Business Response

  Date: 05/21/2025

  Hi ******,

  We sincerely apologize for your experience with RYSE so far, and appreciate your detailed feedback. Our devices are designed to lift any shade up to 9x9 (or 10lbs), as stated on our website (*******************************). Unfortunately based on your conversation with our technician, it sounds like your shades are outside this recommended limit, and will therefore not be an ideal compatibility fit with RYSE SmartShades. Information about our product specs and compatibility is available on our website and on the Amazon product page, and is clearly presented to all customers prior to purchase. 

  We understand that since our devices are not an ideal fit for your shades, you would like a refund for your orders (order numbers 111-9186888-7590639 and 111-6426402-8449855 placed on Amazon, and HR5707 placed through *******************************). We would be happy to address each request individually. 

  All orders placed on ********** are covered by their refund policy, which offers returns within 30 days of delivery. Since your ****** orders were placed on June 27, 2024 and August 16, 2024, unfortunately you will not be eligible for a return. 

  Similarly, orders placed through ******************************* are covered by our 60-day return policy. Since your order HR5707 was delivered on July 30th, 2024, unfortunately you will not be eligible for a return. For more details, please see our full returns policy here: **********************************************************

  Although we will not be able to assist you with your requested returns, our technical support team will still be able to assist you with the issue you reported. We will work with you to ensure that your smart home setup is in the best possible condition, and our team will be available to answer any questions you may have about our products. 
  We appreciate your understanding, and if you have any further questions or concerns please do not hesitate to contact us at **********************************************************************

  Best wishes, 

  RYSE Customer Support 

  Customer Answer

  Date: 06/04/2025

  I am rejecting this response because:

  Hello,

  Thanks for following up. I did not see the business response initially, but I do have ongoing concerns with their approach and advertising.

  Summary of concerns:

  • Ryses marketing repeatedly claims their product works with any size or weight shade.
  • Despite months of troubleshooting (with their team and multiple replacement parts), my units remain unusable due to drifting, which they attribute to my shade size.
  • Their refusal to offer a refund contradicts both the warranty and the product claims.
  • Ive also found similar marketing language outside of their website that reinforces these promises.

  Request:

  • I would like to formally reject the business response and ask that my case be reopened for further review.
  • Im happy to provide supporting documentation, screenshots, and a timeline of my interactions if helpful.

  Let me know if you need anything further.

  
  

  
  

  
  

  Business Response

  Date: 06/06/2025

  Hi Austin, 

  
  We appreciate your continued feedback and understand your concerns. As outlined in our previous response, your order is not eligible for a return. However, we want to reiterate that we are committed to supporting you through your installation process to ensure the best possible outcome with your product.
  While your order falls outside the return window, it remains fully covered under our warranty. This means you are entitled to receive replacement parts, ongoing technical support, and even an exchange if your device is found to be defective.

  
  Regarding compatibility, we would like to emphasize that the weight limit for the SmartShade was clearly disclosed at the time of purchaseon our website, our support center, and on ******. Please refer to the attached screenshots or visit ******************************* for this information.

  
  We understand you have questions about our warranty policy, particularly in relation to your request for a refund. As stated in our warranty policy:

  
  RYSE only obligation shall be to repair, replace or refund the defective Product which does not conform to the Limited Warranty. RYSE shall not be liable for any injury, loss or damage, direct or consequential, arising out of, or the inability to use, the Product. Before using, the end-user and/or the purchaser shall determine the suitability of the Product for its intended use, and assumes all risks and liability in connection therewith.

  
  This excerpt clarifies that it is the customers responsibility to confirm compatibility prior to installation. As your unit is not defective and functions within the technical specs provided upon purchase, a refund or exchange does not fall within the scope of our warranty coverage.

  
  We also understand that you purchased a bead splicing tool from ****** to improve your installation, and have provided a screenshot showing the cost of this tool. Based on this information, it looks like you would benefit from reviewing the following section of our warranty: 

  
  All costs related to the installation and reinstallation of the Product covered by this Limited Warranty are not the responsibility of RYSE. RYSE will not be responsible for any consequential damages during the following installation procedures. 

  
  For more details on our policies, please refer to our warranty and return policy (linked below). Please also keep in mind that your purchase from Amazon falls under Amazons separate refund policy.

  
  RYSE Warranty Policy:
  *****************************************************************************

  
  RYSE Return Policy:
  **********************************************************

  
  We remain committed to helping you get the best experience possible with your SmartShade. Our most experienced RYSE installer is personally overseeing your case, and we will continue providing guidance and parts as needed to support your installation.
  

  
  

  Customer Answer

  Date: 06/06/2025

  I am rejecting this response because:
  
  Thank you for the response from Ryse, but I do not accept this as a resolution. The companys reply does not address the core issue: misleading marketing and a lack of clear limitations at the point of sale.
  
  Key points:
  - Ryses product was advertised at the time of purchase, including on ****** and their website, with claims like Open Any Size or Weight. This language directly influenced my purchase decision, as I believed the device would work for my window shades.
  - I am providing screenshots of examples from Ryses ****** company profile and the product page as of 6/6/25, including a Will ** Work For You? section, which is clearly meant to inform users of limitations. There is no mention of size or weight restrictions that I can find.
  - After working with Ryse support for several months and following all suggested installation fixes (including purchasing a chain splicing tool and installing replacement sprockets), the product still does not function as advertised. Ryses own team ultimately attributed the problem to the size and weight of my shades.
  - I purchased through ****** and did not see any clear limitations or technical specifications regarding shade size or weight on the listing. After reviewing the listing again when it was available, though it is currently down, I did not see these restrictions. Please confirm if Ryses assertion that this information was clearly disclosed on ****** is accurate, because that does not match my experience.
  - At no point during the purchase process was I prompted to check my shades against technical specs, nor were limitations made clear. In fact, I have still not been asked to provide dimensions or check weight to confirm the size of my shade. The only disclosures I found about compatibility came after I reported issues and contacted support.
  - I appreciate the offer for technical support or replacement parts, but the core issue is that the product does not work as advertised for my application, and the warranty/support offer does not resolve that.
  
  Request:
  I am requesting a refund, as the product was not accurately represented on the channel where I purchased it, and the stated limitations were not clear or visible at the point of sale. I would also like Ryse to make these limitations clearer in marketing so others do not have the same experience. I am happy to provide documentation and screenshots to support these concerns.
  
  Thank you for reviewing my complaint.
  
  ****** *********