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:05/06/2025

  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.

  I put the Nixplay digital frame 10.1 on my Amazon wedding registry and received it as a gift in 2022. I chose this frame because it had free 10GB storage and had good reviews. In April 2025 they changed their policy and now I'm being told I have 0.5GB storage and that I have to pay a yearly subscription to get the amount that I had previously. If I had to pay a subscription for the frame, I would not have put it on my registry. I'm not sure if there are any laws that prevent this from happening, but it seems fraudulent to make someone purchase this product with a promise of a service and then to take that away once it's been purchased.

  Business Response

  Date: 05/15/2025

  We do regret having to update our terms of service due to unsustainable storage and bandwidth costs. We do pay to be on their servers,substantially. It is not free.  

  Customer Answer

  Date: 05/15/2025

   I am rejecting this response because: that is an error on the company's part to not have taken costs into consideration. As a customer, I got the product with a certain understanding, expectation, and agreement of an included service. I should be grandfathered into the subscription for storage as long as the business is in operation. It is unacceptable to suddenly require a subscription where the product becomes useless without it. 
  

• Initial Complaint

  Date:05/04/2025

  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.

  I bought a Nixplay photo frame 10 years ago and it was advertised that it had UNLIMITED storage storage space. They have since taken that back and are now charging a subscription and holding my photos hostage until I pay them. That is complete and absolute fraud. I want my pictures back and able to download. It has 10 years of my children's lives and my family's. It is false advertising and they are disgusting for doing this to so many customers. I am appalled as to how they are handling this.

  Business Response

  Date: 05/15/2025

  We do regret having to update our terms of service due to unsustainable storage and bandwidth costs. We do pay to be on their servers,substantially. It is not free. 
  
  Nearly everyone in the storage and bandwidth industry have been forced to do the same, such as ****** Photos, Amazon Photos, ***** and ********* Who all now either charge a monthly fee or in ********* case will now delete videos after 30 days. All Digital Photo frames will be adopting this subscription model in the future.
  
  We do have to pay substantially for bandwidth.  Piping the videos and photos between mobile to server to frame and to shared playlists etc. It has not gotten cheaper unfortunately.
  
  We do still offer unlimited cloud storage, but we never advertised it would be unlimited for free for a lifetime.  
  Our TOS specifically states the following:  The prices, details and availability of features provided by this Service are subject to change without notice.

  Customer Answer

  Date: 05/16/2025

   I am rejecting this response because: Give me a week to download ALL of my pictures on our account. This is ridiculous. Unlock them all so I can download them. They are MY pictures. I want to download all of them. I will not pay to download my OWN pictures. You did not give sufficient time for your customers to download their own files before taking them away. Again, give me access to MY pictures so I can download them. Then I am deleting my account. 
  
  
  

• Initial Complaint

  Date:05/01/2025

  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.

  ******* has imposed new fees on a product sold without fees, rendering its frames far less useful if one doesnt pay up.This sort of bait-and-switch move should be illegal.

  Business Response

  Date: 05/15/2025

  .

  Customer Answer

  Date: 05/16/2025

   I am rejecting this response because:

  
  I see no response!
  

  
  

  Business Response

  Date: 05/20/2025

  Hello,  We contacted you via our support emails.  Have a great day.

• Initial Complaint

  Date:04/28/2025

  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 spend over $800 to purchase digital cloud frames to display photos and small videos in my house, friends and family over the past years. The six frames were purchased with unlimited storage, the ability to share photo albums to other frames and import photo lists from ********* of April 2025 the company reduced the unlimited storage to 500mb, removed ****** photo sync and implemented a subscription to ****** all of my playlists from viewing without paying subscriptions for myself, friends and family whom I purchased frames for.

  Business Response

  Date: 05/15/2025

  .

  Customer Answer

  Date: 05/15/2025

   I am rejecting this response because:
  
  There is no response from the business.

  Business Response

  Date: 05/20/2025

  Hello *****.  We responded to you via support.  Unfortunately your vulgar and threatening language in your correspondence with us forced us to stop communicating with you. You told us to "f" off, so we stopped emailing and respected your wishes. Thank you. 

• Initial Complaint

  Date:04/27/2025

  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 am filing a complaint against ******* for engaging in deceptive, unfair, and predatory business practices.When I purchased my Nixplay digital frame, it was marketed as a fully functional device no mention was made that I would later be forced to pay subscription fees to keep basic features. Now, ******* has unilaterally changed the terms after purchase, drastically cutting free storage and demanding ongoing payments to maintain the functionality I already paid for.This constitutes:False Advertising: Nixplay misrepresented what I was purchasing.Unfair Trade Practices: Retroactively imposing new costs is harmful, coercive, and strips value from my original purchase.Breach of Trust: It undermines consumer confidence and sets a dangerous precedent if left unchallenged.Requested BBB Action:I urge the BBB to investigate and take enforcement action requiring Nixplay to:Immediately restore full functionality to all frames purchased under the original terms.Prohibit Nixplay from retroactively imposing subscription fees.Require full, clear disclosures on any future subscription-based products.Companies must not be allowed to rewrite the terms after taking customers' money. This practice is deceptive, abusive, and must be stopped.

  Business Response

  Date: 04/28/2025

  We do regret having to update our terms of service due to unsustainable storage and bandwidth costs. We do pay to be on their servers,substantially. It is not free. 
  
  Nearly everyone in the storage and bandwidth industry have been forced to do the same, such as ****** Photos, Amazon Photos, ***** and ********* Who all now either charge a monthly fee or in ********* case will now delete videos after 30 days. All Digital Photo frames will be adopting this subscription model in the future.
  
  We do have to pay substantially for bandwidth.  Piping the videos and photos between mobile to server to frame and to shared playlists etc. It has not gotten cheaper unfortunately.
  
  We do still offer unlimited cloud storage, but we never advertised it would be unlimited for free for a lifetime.  
  Our TOS specifically states the following:  The prices, details and availability of features provided by this Service are subject to change without notice.
  

  Customer Answer

  Date: 04/28/2025

   I am rejecting this response because:
  
  Dear Nixplay Team,

  
  Thank you for your response

  
  I understand that maintaining storage and bandwidth infrastructure carries real and growing costs. However, your reply does not address the central issue: you sold me hardware under the clear impression that unlimited storage was included in the purchase. This was a material part of the product offering that factored into my decision to buy your frame at the price you charged.

  
  If unlimited cloud storage was not sustainable long-term, it should not have been promised explicitly or implicitly at the time of sale. It is not acceptable to market and sell a product based on a key benefit, and then later revoke that benefit by invoking a "terms of service" clause about future changes. Customers relied on your advertising and representations when they made their purchases.

  
  The fact that other companies like ******, ******, and ******** have altered their storage models is not a valid excuse for retroactively changing the terms for existing customers. These companies at least gave users clear migration paths, grandfathered older accounts, or honored prior agreements for some time. Many of them also operate under completely different business models, where their core product was free to begin with unlike Nixplay frames, which were purchased at a premium.

  You are, of course, free to change pricing models for future customers, but for those of us who bought frames under the original conditions, those terms should be honored. That is the ethical and in some cases the legal expectation.

  
  I respectfully urge Nixplay to:
  Grandfather existing customers who purchased frames before the recent changes.
  Preserve the original functionality and included storage for those devices without forcing new fees.
  Otherwise, this experience seriously undermines trust in your brand and risks alienating loyal customers who believed in your product.

  
  

• Initial Complaint

  Date:04/27/2025

  Type:Order 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 several of these for elderly family members who aren't tech savvy. This is a way to share photos with them. We invested a lot of money into this service. We chose Nixplay for the ability for family members to keep updated with photos. Suddenly, Nixplay cuts back the storage limit drastically and is telling us we need to pay the fee or lose our photos. I have already paid for the frames. Old frames 20 years ago at least allowed us to use the local storage on the frame itself. Nixplaly is no longer allowing that. The company just rendered these frames useless for us. We cannot afford to pay the subscription for every family member's frame we bought, and we certainly aren't going to go to our elderly family members and tell them that they have to foot the bill for a gift we gave them. I see the reason for some limits, but in the world of digital photography, 500mb is ridiculous. I had thought of purchasing more of these frames in the future. I will be replacing the existing frames with better alternatives this Christmas, and I will never buy another Nixplay frame again.

  Business Response

  Date: 04/28/2025

  We do regret having to update our terms of service due to unsustainable storage and bandwidth costs. We do pay to be on their servers,substantially. It is not free. 
  
  Nearly everyone in the storage and bandwidth industry have been forced to do the same, such as ****** Photos, Amazon Photos, ***** and ********* Who all now either charge a monthly fee or in ********* case will now delete videos after 30 days. All Digital Photo frames will be adopting this subscription model in the future.
  
  We do have to pay substantially for bandwidth.  Piping the videos and photos between mobile to server to frame and to shared playlists etc. It has not gotten cheaper unfortunately.
  
  We do still offer unlimited cloud storage, but we never advertised it would be unlimited for free for a lifetime.  
  Our TOS specifically states the following:  The prices, details and availability of features provided by this Service are subject to change without notice.

  Customer Answer

  Date: 04/28/2025

   I am rejecting this response because:
  

  They say they did not advertise that it would be free for an unlimited time, but they never indicated that it would be a feature that could end either. We paid a substantial amount of extra money for these frames BECAUSE of the advertised storage capabilities. If I were to foot the bill to get unlimited storage for all of the frames I have gifted (they are on their own accounts now) plus my own, I would be paying several hundred dollars a year for that unlimited storage.

  Also, ****** provides other services that are included in their paid subscription. Nixplay does no such thing. We bought this solely because of the unlimited storage. Now it's useless for what we used it for. I can no longer send photos to our elderly family members' frames because their accounts are maxed out. 

  It's a bait and grab and nothing more. 

  
  

• Initial Complaint

  Date:04/26/2025

  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 a Nixplay photo frame for $179 and it was sold as unlimited storage. Within the last month, ******* has done a bait and switch on their customers and is now requiring a service fee for storage over a certain amount. If you do not pay the fee, the amount of storage you are given has solidified the frame as useless. I request that ******* honor the unlimited storage on their customers who purchased before the service fee change.

  Business Response

  Date: 04/28/2025

  We do regret having to update our terms of service due to unsustainable storage and bandwidth costs. We do pay to be on their servers,substantially. It is not free. 
  
  Nearly everyone in the storage and bandwidth industry have been forced to do the same, such as ****** Photos, Amazon Photos, ***** and ********* Who all now either charge a monthly fee or in ********* case will now delete videos after 30 days. All Digital Photo frames will be adopting this subscription model in the future.
  
  We do have to pay substantially for bandwidth.  Piping the videos and photos between mobile to server to frame and to shared playlists etc. It has not gotten cheaper unfortunately.
  
  We do still offer unlimited cloud storage, but we never advertised it would be unlimited for free for a lifetime.  
  Our TOS specifically states the following:  The prices, details and availability of features provided by this Service are subject to change without notice.

  Customer Answer

  Date: 04/30/2025

   I am rejecting this response because we were sold unlimited storage with no service fee. That has changes. This is a bait and switch. 
  
  
  

• Initial Complaint

  Date:04/26/2025

  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.

  On April 25th, which is after the date of the change of April 21st, I received an email from Nixplay informing me that my account was forcibly moved from my previous plan to a "Nixplay Basic" (free) plan without my consent. This change imposed strict new limitations that immediately placed my account over the allowed limits specifically disabling my ability to use ****** Photos albums, a key feature I had been actively using.The only remedy Nixplay offered was for me to either pay for a new subscription (Nixplay Lite at $24.99/year or Plus at $39.99/year) or manually reduce my usage. This is a classic "bait and switch" tactic promoting and encouraging long-term use of specific features (such as ****** Photos integration), only to retroactively lock them behind a paywall.I find this practice to be unethical and misleading. At the time of signing up and investing time and effort into using their platform, these features were presented as part of the service without any indication they would be removed or restricted in the future unless I paid.Desired Resolution:I request that Nixplay immediately restore the features (specifically ****** Photos albums) that were available to me under my original plan, without requiring me to upgrade or pay additional fees.Alternatively, if Nixplay refuses to honor the original terms, I request a full refund for the value lost from my usage of the platform and compensation for the inconvenience caused.I also ask that Nixplay clearly disclose to all users any future limitations at the time of account creation not after users have heavily invested in their service.Consumers should be able to trust companies to honor the services they promote not change the terms after the fact to extract more money.

  Business Response

  Date: 04/28/2025

  We do regret having to update our terms of service due to unsustainable storage and bandwidth costs. We do pay to be on their servers,substantially. It is not free. 
  
  Nearly everyone in the storage and bandwidth industry have been forced to do the same, such as ****** Photos, Amazon Photos, ***** and ********* Who all now either charge a monthly fee or in ********* case will now delete videos after 30 days. All Digital Photo frames will be adopting this subscription model in the future.
  
  We do have to pay substantially for bandwidth.  Piping the videos and photos between mobile to server to frame and to shared playlists etc. It has not gotten cheaper unfortunately.
  
  We do still offer unlimited cloud storage, but we never advertised it would be unlimited for free for a lifetime.  
  Our TOS specifically states the following:  The prices, details and availability of features provided by this Service are subject to change without notice.

  Customer Answer

  Date: 04/28/2025

  While you cite increased storage and bandwidth costs, the fact remains that we purchased your product and services under the representations you made at the time. It is not our responsibility to absorb the costs of your business model changes after the fact. We paid substantially to be on your servers this has never been a "free" service and your operational costs do not excuse failure to honor customer commitments.
  
  Comparisons to major companies like ******, ******, *****, or ******** are irrelevant. Those companies have handled transitions with far greater customer accountability, including offering pro-rated refunds, credit, or other meaningful accommodations when major service terms changed. Simply citing an industry trend does not exempt you from treating your customers fairly.
  
  Your Terms of Service clause about changing service details "without notice" does not give you blanket immunity from customer obligations particularly when material changes are made that diminish the core value of what was purchased.
  
  In light of the above, we again insist on a fair resolution, including issuance of appropriate store credit. We expect you to stand behind your product and service, rather than using fine print as a shield for shifting costs onto your customers.
  
  

• Initial Complaint

  Date:04/25/2025

  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 gifted frames under the promise of free unlimited storage.Nixplay is transitioning to a subscription-based model, which will affect existing users who previously enjoyed free unlimited storage."Starting April 21st, 2025, existing users will be downgraded unless they pay an annual subscription."Nixplay will be taking away from existing users the Standard Plan (free) and along with it, many frame features and the promised free storage. The free storage limit has been drastically reduced from unlimited to 500MB.Certain features, such as integration with ****** Photos, are being moved behind the subscription paywall.

  Business Response

  Date: 04/28/2025

  We do regret having to update our terms of service due to unsustainable storage and bandwidth costs. We do pay to be on their servers,substantially. It is not free. 
  
  Nearly everyone in the storage and bandwidth industry have been forced to do the same, such as ****** Photos, Amazon Photos, ***** and ********* Who all now either charge a monthly fee or in ********* case will now delete videos after 30 days. All Digital Photo frames will be adopting this subscription model in the future.
  
  We do have to pay substantially for bandwidth.  Piping the videos and photos between mobile to server to frame and to shared playlists etc. It has not gotten cheaper unfortunately.
  
  We do still offer unlimited cloud storage, but we never advertised it would be unlimited for free for a lifetime.  
  Our TOS specifically states the following:  The prices, details and availability of features provided by this Service are subject to change without notice.

  Customer Answer

  Date: 04/28/2025

  I am rejecting this response because introducing a mandatory subscription for displaying photos and videos fundamentally changes the product I purchased for $200. At the time of purchase, there was no indication this core function would require a recurring fee. This feels like a bait-and-switch.

  Your comparison to cloud storage providers is misleading. The primary function of your frame is display, not just storage. Expecting a significant monthly fee for this basic use, after the initial hardware cost, is unreasonable.
  While your Terms of Service may allow feature changes, a mandatory subscription for the core function goes beyond that. I request you reconsider this pricing for existing customers and offer a reasonable alternative, such as a one-time nominal fee for lifetime access to the core display features as originally offered. A subscription rate for early adopters is not an acceptable solution.
  

• Initial Complaint

  Date:04/25/2025

  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 multiple Nixplay Picture frames based on their advertisement of free cloud storage and seamless photo sharing. This is a bait and switch as they are now years later downgrading storage and creating a subscription service. They were not transparent about eventually being forced to pay a yearly fee. Had I known this I would have gone another direction.

  Business Response

  Date: 04/28/2025

  HI,
  
  Thanks for your email.
  
  To clarify, our plans were not a guaranteed lifetime or a grandfathered lifetime plan. It was never advertised as such. We still offer unlimited storage. It is the levels that have been amended.
  
  If you have connected frames, here is some information that may help you.
  
  If you have more than 1 frame, here is an option you can use.
  
  You can share anything with any frame that you are connected
  with (Parents, Grandparents, Mother in Law) and that will
  not affect their storage. So, in short, "shared content/albums, etc. Are not counted on their storage. They can remain on their free basic accounts if they wish.
  Basic is up to 5 frames. Lite and Plus are up to 10 frames.
  
  Here is more on this subject:
  ************************************************************************************************
  
  
  Sincerely,
  
  *. *****
  Director of Operations