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: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

• Initial Complaint

  Date:04/24/2025

  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 $300 frame from Nixplay less than a year ago because it advertised unlimited free cloud storage (and still does on ******). This week they announced that they're going to start charging an annual fee for this cloud storage. It's an absolute bait and switch. I tried calling and it's just a prerecorded message that hangs up at the end. I've emailed and received no response. And you have to be a subscription paying member to request a callback. I want to return my frame for a refund since they're now charging for something I bought because it was advertised as being included.

  Business Response

  Date: 04/28/2025

  .

  Customer Answer

  Date: 04/28/2025

   I am rejecting this response because:
  
  They didn't respond! There's just a blank space under the section that would include their response. 

  Business Response

  Date: 05/15/2025

  Hi.  We did respond to your email.  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.  

• Initial Complaint

  Date:04/20/2025

  Type:Delivery 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 have purchased 5 or more Nixplay photo frames over many years, my first order being in 2016. Some as gifts for parents and grandparents, and multiple in my home. At all times of purchase, they were sold with the ability to link to online photo albums ******* Photos, Dropbox), and have unlimited pictures.Recently, Nixplay changed their service model and took away features that were promised and included at the time of purchase. Now, to be able to view all of the images I have stored, they require an annual fee.This is a true bait and switch tactic, it just took the place over many years. I wish for my ability to link to an external account or see all my photos on the frame as per the original purchase agreement to be restored.Otherwise, all funds must be returned so we can purchase competing products that will not have this same deceptive tactic.Nixplay order *****, $110.50 Amazon order 114-9365917-8728215 $139.99 Nixplay order ****** $136.73 Nixplay order ****** $136.73 Amazon order 112-6158271-6702633 $109.99

  Business Response

  Date: 04/22/2025

  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.  

   

  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:
  ************************************************************************************************
  
  
  Thank you.

  Customer Answer

  Date: 04/22/2025

   I am rejecting this response because:
  
  Storage costs for Dropbox are paid by myself, not the service provider. Global storage costs are being reduced, not increased. The devices capability to read directly from *******, ****** Photos, or any other cloud provider, should be provided at no charge as it was expected and agreed upon with the original purchases.

  Suggesting the ToS can be changed to force users into non-compliance with original purchase, just to charge money for originally published functionality, is not acceptable behavior.

• Initial Complaint

  Date:04/19/2025

  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 have purchased 4 nixplay frame since 2020. One for myself, my mother, my uncle, and my best friend. All four advertised very clearly unlimited storage, and connectivity with albums on ****** ********* March, 2025, the company sent an email to every customer telling us that they would no longer offer unlimited storage. They had also had previously removed the functionality with ****** Photos. They claim the reason for these changes is the increasing price of storage, removing the connection to ****** Photos storage also proves that this is untrue. ******* is now holding my that were already on the frames for ******. They are demanding a yearly subscription to not only keep the functionality they promised when these frames were purchased, but also informed us that if we don't pay them, they will only show a small fraction of the photos and albums people have been curating and uploading for friends and family for years. (From unlimited storage to a measly 500 MB - roughly 100 photos). Imagine giving gifts to people and then it become a financial burden for them to keep the gifts working.They pulled a total bait and switch. THIS IS A BAD COMPANY that has perpetrated SCAM and FRAUD.For more information, check out: ******************************************* ****************************** ********************

  Business Response

  Date: 04/22/2025

  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. 

   

  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:
  ************************************************************************************************
  
  
  Thank you.

  Customer Answer

  Date: 04/30/2025

  I reject this response because Nixplay engaged in a blatant bait-and-switch. Customers were sold frames with promises of lifetime unlimited cloud storage and seamless integration with third-party services like ****** Photos. Now, ******* demands ongoing subscription fees just to maintain those basic, originally advertised features.
  
  
  Their justificationrising storage costsis demonstrably false. Storage costs continue to fall industry-wide. Meanwhile, Nixplay is removing free third-party storage options and locking everything behind a paywall. If cost were truly the issue, allowing continued use of external storage would helpnot hurttheir bottom line.
  
  
  This isnt about costs; its about greed. CEO **** ********** touted this pivot during their investment crowdfunding campaign, revealing that Nixplay makes ~$51 per frame and aims to squeeze another $160+ per user through forced subscriptions. Reducing free storage to a measly 500MB (about 100 photos) and stripping away third-party access is a deliberate move to coerce users into recurring paymentsjust to keep their devices functional.
  
  
  Nixplay built its business on deceptive marketing. Now theyre backpedaling, suggesting I can still share unlimited photos to other peoples frames. Thats irrelevant. Iand those I gifted frames tocan no longer use them as promised at the time of purchase. Owners should have full functionality, not be penalized with paywalls.
  
  
  This is a textbook bait-and-switch and a breach of consumer trust. ******* refuses refunds or returns despite fundamentally altering how the product works. I demand one of two resolutions:
  
  Reinstate lifetime unlimited storage and third-party integrations as originally marketed; or
  Provide a full refund and accept return of the product.
  

• Initial Complaint

  Date:04/19/2025

  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.

  In 2022, I purchased a Nixplay 10.1 smart digital picture frame. One of the key features advertised and a major reason for my purchase was the ability to display photos from my personal ****** account, for free, without a *************** April 2025, ******* changed its terms and began requiring a paid subscription to access this core functionality and many other. This means the product I bought no longer works as advertised, unless I agree to start paying for something that was originally included.This is a classic bait-and-switch: the product was sold with specific features, and those features were removed post-sale, significantly reducing its usefulness. Its especially troubling that this change affects older, already-purchased devices not just new ones.I contacted Nixplay to express my concern and request support or a refund, but I have not received a satisfactory resolution.I am requesting either:- A full refund for the product, as it no longer functions according to its original promise, or - That Nixplay reverse the subscription requirement for customers who purchased devices before this change.Customers should not be forced into a subscription model years after purchasing a device that was marketed and sold as subscription-free.

  Business Response

  Date: 04/22/2025

  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:
  ************************************************************************************************
  
  
  Thank you.

  Customer Answer

  Date: 04/22/2025

   I am rejecting this response because:
  
  It has nothing to do with the complaint. In order to use the frame the same way I have since it was purchased the company now demands I buy a subscription, which was not required before. The company has put features (like using a ****** photos album) behind a paywall, while it was free when I purchased the frame. Their reply is simply an additional attempt to avoid taking responsibility. 

• Initial Complaint

  Date:04/17/2025

  Type:Billing 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 digital photo frame with the promise of usage of all features free of charge for life. Be able to show my photos in the frame without any subscription charges. Now ******* wants me to pay a subscription to be able to show my photos in the frame.

  Business Response

  Date: 04/22/2025

  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.

  Customer Answer

  Date: 04/22/2025

   I am rejecting this response because:
  
  When I bought the picture frame, I bought it because of the features offered. I should keep the plan I bought, and if you change your TOS, it should be for new users, not for the ones that already exist.

  It is unacceptable to do this.

   

• Initial Complaint

  Date:04/17/2025

  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 own a Nixplay photo frame that was sold advertising free storage that they are now trying to make you pay a fee for. This should be considered bait and switch, They have a commitment to honor the product on the terms it was sold

  Business Response

  Date: 04/22/2025

  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: 04/22/2025

   I am rejecting this response because:
  This does not address how they can sell the item advertising unlimited storage and then ask you to pay. Why is that not bait and switch?
  . 

• Initial Complaint

  Date:04/16/2025

  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 as it was advertised as having free unlimited storage. They have now backtracked on the free unlimited storage and are forcing existing user to purchase a subscription plan to view the photos that are already on the frame. I do not appreciate the bait and switch pulled by this company. Now this frame is useless.

  Business Response

  Date: 04/22/2025

  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.   
  

  Customer Answer

  Date: 04/25/2025

   I am rejecting this response because:
  
  The whole reason people were willing to pay a premium for the digital picture frame was the unlimited storage. There are cheaper frames out there that donthe same thing as yours.  

• Initial Complaint

  Date:04/14/2025

  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.

  Nixplays recent changes are a clear bait-and-switch. The company has long advertised its digital picture frames with unlimited free photo storage, but starting 4/21, they will charge for anything over 500MB and remove the ability to connect ****** Photos. This move retroactively applies new fees to existing customers, undermining the trust many of us had when purchasing the product. The frame is essentially useless now.

  Business Response

  Date: 04/22/2025

  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.   
  

  Customer Answer

  Date: 04/24/2025

   I am rejecting this response because:
  
  
  Their response is a lie.  They prominently advertised free unlimited storage.  There was no mention of any required subscription fees in any advertising materials.  This is fraud.