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Business Profile

Smart Home Security

Reolink

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Smart Home Security.

Complaints

Customer Complaints Summary

  • 34 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:08/25/2024

    Type:Billing 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.
    Ordered this from company website store on 8/12/24. Order was shipped on 8/13/24. Arrived on 8/16 and the box looked like it was mis-packed. Upon opening I found NO packing material and contents just tossed around looked like it was thrown into box when packed. Started installing an 8 camera security POE /NVR system. 1 of the camera boxes had been OPENED from the bottom circumventing the top opening seal on box. The camera looked used (safety film on lens wrinkled like it was removed and replaced). Notified company a week ago and they are still DELAYING sending a replacement. They keep asking for ADDITIONAL INFORMATION. i already sent photos of shipment, camera serial number and UID #. I need NEW replacement ASAP to finish security install. This has been TERRIBLE customer service.

  • Initial Complaint

    Date:07/27/2023

    Type:Billing 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.
    Detail for the original number is below: Order #114-9490842-7865853 Order total $479.99 (1 item) Sep 7, 2019 4K Ultra HD PoE Security Camera System, 4pcs Wired 8MP... $529.99 Qty: 1 Sold By: ReolinkUSOnline. Order ID: RMA for the return order is below AMZ-114-9490842-7865853-RMA Total items: 02 Displayable Order Date O: Saturday, December 4. 2021 Comments: Have a nice day! Shipping In 2019, I purchased a Reolink NVR, which failed within two years. Reolink sent a replacement unit, but that unit also failed within two years. I have spoken with Reolink customer service representatives on several occasions, and they have refused to send a replacement unit or repair the device. They have instead offered me a 10% discount on a new DVR. However, I am not willing to pay for a new device that has already failed twice. Reolink's warranty policy states that their products are covered by a two-year warranty. However, the company is refusing to honor this warranty because the original NVR was purchased in 2019. This is unfair, as the replacement unit also failed within two years. I believe that Reolink is obligated to repair or replace my NVR free of charge. The company's warranty policy is clear, and the NVR has failed twice within the warranty period. I am requesting that Reolink honor their warranty and provide me with a working NVR. I am also requesting that Reolink review their warranty policy to ensure that it is fair to customers. The current policy is misleading, as it suggests that the warranty period begins on the date of purchase. However, the warranty period should begin on the date that the replacement unit is sent.

  • Initial Complaint

    Date:07/01/2023

    Type:Billing 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 Reolink cameras a few years ago. Over time, the Windows software has become buggier and buggier to the point where they are basically useless. Please fix this with a software/firmware update. None of the recent updates have helped, if anything, the situation is getting worse.

  • Initial Complaint

    Date:04/17/2023

    Type:Billing 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.
    received my doorbell 4/3/23 camera not working, dead no power........ try my best to make it work never do the job, called the customer service. 4/8 4/9 4/10 4/17 all the time not available to rec'd a call. send an email over 17 emails and request for help and return, finally rec'd an answer to returned in my own cost, i don’t know why if your camera not working dead no power , your tech support not available , customer services not available all the time , why i have to pay for your return? I respect/trust your business and I bought your product , I shouldn’t face all this hassle , my request is return label I hope this is not a difficult

  • Initial Complaint

    Date:03/19/2023

    Type:Billing 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 purchase two different cameras from this seller and both stopped working. Both camera got moisture on the inside from the weather even though they are designed for outdoors. I sent several emails to this seller in an attempt to resolve this issue and received no response. I am now stuck with two cameras that I paid my hard earned money for and no response from the seller. Purchased through Amazon: 1/6/2021 Amazon.com order number: ***************3062 $94.99 12/5/2022 Amazon.com order number: *************168243 $89.99 I would like both camera to be refunded since I purchased them in good faith and Reolink knew these camera had issues with getting moisture inside and no longer being able to recharge.

Reolink is NOT a BBB Accredited Business.

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