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Business Profile

VoIP Phones

Grandstream Networks, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in VoIP Phones.

Complaints

Customer Complaints Summary

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

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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:05/23/2025

    Type:Product Issues
    Status:
    Answered
    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.
    We have contacted support multiple times without resolution. This is impacting our daily operations, as we cannot retrieve voicemails and our outdated extension setup causes confusion with call transfers.Our priority is to gain immediate access to our online system to manage our phones effectively. If this cannot be resolved promptly, we request a full refund for our purchase so we can explore alternative phone systems that meet our needs.We have already attempted to navigate automated support channels, which have been unhelpful due to our inability to provide the requested account-specific information. We require direct assistance from a support agent who can understand our situation and provide a solution without further transfers or the need to submit a generic "help ticket."

    Business Response

    Date: 06/09/2025

    It was unclear how we could assist them. They introduced themselves to us as someone who lost their VoIP administrator and then, before we could assess their needs, decided to solve the problem by changing the VoIP service provider. 


    We tried to reach out to them through the ticketing system first and afterwards by calling them. We have received no response so far.

  • Initial Complaint

    Date:12/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 ordered one of there wp810 Wi-Fi cordless phones I got a sip provider and I havent been able to get it set up. Ive reached out numerous times for support and have received no help whatsoever

    Business Response

    Date: 01/14/2025

    Grandstream reserves the right for phone support to our certified partners.  In this case, ****, the customer opened a ticket as an end-user, which only receives technical support through the helpdesk ticketing system. Based on the email provided, **************************, the ticket (**************) was opened December 29, 2024.  A response was provided from support on December 30, 2024, however, the customer has not followed up since then.  If the customer would like to continue receiving support, they can respond to the ticket through our helpdesk portal at *************************************************; Thank you.

     

     

Grandstream Networks, Inc. is NOT a BBB Accredited Business.

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