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:04/14/2025

  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.

  At the end of October 2024 I bought a Nixplay digital frame as a gift for my 102 year old mother-in-law. It came with the promise of 2000 photo/short video storage. In March of this year, Nixplay suddenly demanded $19.99 a year to support the UNDER 300 photographs/short videos that are on the frame. I wrote to them and said I wanted to return the frame. They promised a response, but never gave one. Today I got this email: "Currently, your plan usage exceeds your new plan limits. "On April 21st some content will be restricted from sharing or viewing on a frame without editing your content or upgrading your subscription. To continue with your current usage levels, you will need to upgrade to Nixplay Lite ($19.99 / year) or Nixplay Plus (reduced to $23.99 / year for a limited time). You also have the option to edit your content to within your new limits." I want Nixplay to let me return this frame and refund my money.Thank you for your help with this.

  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:  It does not address my complaint.  I want to return the frame for a refund and Nixplay's response said nothing about my request.  I had about 332 photos (of the promised 2000) on the frame. I had this in an email from Nixplay:

  Here's a quick breakdown of your usage compared to your Basic plan limits starting April 21st, so you have all the details at a glance:
  Description New plan limit Over limit
  Photo storage 0.5 GB ***** GB

  I assume this means I am OVER the new limit by .667 GB.  I deleted about 20 photos and it made very little difference in reducing the storage size. I appears I would have to delete over half of the remaining photos in order to be in compliance with the new rules.  The frame is just NOT worth it. This is NOT what I purchased. I could have bought an inexpensive "non-cloud" digital frame and been better off.

  I am not satisfied.  Thanks to the BBB for helping with this. 
  KS

   

  
  
  
  

• Initial Complaint

  Date:04/14/2025

  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.

  I purchased 2 photo frames from nixplay 5 years ago. I set these photo frames up for my grandma and mom. There were NO subscriptions when I first purchased these frames. They are introducing this for greed- if they needed money to store the photos we would have difficulties using the frame now. We dont. Now they are holding our content hostage unless we pay a subscription fee. I want a full refund for both frames for bait and switching us. I never would have purchased something with a subscription to access the content. *** how to file a class action lawsuit but this company deserves it. Even on ****** they have nothing listed about their subscription fee. I paid 150 for each frame so Im asking for - full refund of 300$.

  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.  
  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: 04/22/2025

   I am rejecting this response because:
  When I purchased the product there was no subscription fee. Its not what I was advertised. I will be buying a new photo frame that doesnt have a subscription model. This company is LYING and is more interested in lining its CEOs pockets than its customers  ****** has been giving people refunds if this company wont do right be me Ill have Amazon do the refund.

  This is egregious and offensive to customers  have owned the frame 5 whole years and now in order to ACCESS THE CONTENT I ALREADY OWN I need to pay a fee.

  Sign me up for the class action lawsuit when it comes around ! Nixplay is garbage 

  
  

• Initial Complaint

  Date:03/27/2025

  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.

  Hello ******* changed its policies after purchase, requiring a subscription for previously free features. I have bought several of these frames because of their advertised free storage. It was a great way to share with family. We own one and bought several for family. Now we are being told we have to pay for this all of sudden. We would have bought a different frame of this was the original advertisement. Please investigate and require ******* to honor its original terms.

  Business Response

  Date: 04/01/2025

  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:
  ************************************************************************************************

  Customer Answer

  Date: 04/01/2025

   I am rejecting this response because: I have my own frame and am being told that I will be over the storage limit all of sudden with the policy change. I only bought my frame because of the large free storage options 
  

• Initial Complaint

  Date:03/22/2025

  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.

  ******* sold me a $180 digital frame with the promise of free photo storage (up to a certain limit). Now they are drastically lowering that limit and holding me hostage to pay a monthly fee for anything above 0.5 GB. I also bought a frame for my parents as well given what they offered. This is pathetic and should not be allowed. Roping people into to purchasing expensive hardware on the promise of free storage and then eliminating that promise after building a large user base is the definition of a bait-and-switch. Can you help?

  Business Response

  Date: 04/01/2025

  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:
  ************************************************************************************************

• Initial Complaint

  Date:03/20/2025

  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.

  ******* offered free unlimited storage. I bought 3 frames for family, and received one as a gift. They are now updating terms and restricting everyone to 500MBs unless you pay a subscription.

  Business Response

  Date: 03/20/2025

  Thank you for contacting us and being a valued ******* customer. We truly appreciate your time and feedback.
  For years we have done our best to absorb rising costs to keep our services free,but this is no longer sustainable. Most cloud service providers, such as ******** and Amazon Photos, have had to revise their models (******** will soon delete videos after 30 days).
  Massive tariffs and significant storage and bandwidth costs have made it impossible to provide free cloud and content services in perpetuity.
  Some competitors claim to offer free services forever, but we question if they can really continue to do this when also faced with massively rising costs.
  We're providing transparency about this and adapting so that we can provide a solution to our customers into the future. These services are for all our customers, old and new, and so too are the associated costs.
  Our Terms of Service have always made clear that service pricing and features are subject to change. It states, The prices, details and availability of features provided by this Service are subject to change without notice. This website and/or mobile app and its contents are not to be construed as an offer to sell any product or service. We have worked to inform customers about these changes in advance, providing clear communication regarding updates.
  We understand that change can be difficult, but weve given careful consideration to delivering the best value. While ensuring a free option remains available,weve carefully structured our plans to maximize affordability. To support our customers during this transition, weve significantly reduced the cost of Nixplay Plus from $49.99 to $29.99 / year. Additionally, for a limited time, we are offering a further discounted price of $23.99.
  For further details:
  General FAQs
  Plan Limits & Usage Management
  We deeply value your understanding as we continue to evolve. Please reach out to us for additional assistance.
  Best regards,
  Nixplay Team

• Initial Complaint

  Date:03/19/2025

  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.

  This is in regards to the Nixplay picture frames. On December 2024, I purchased 4 frames valued at about $150 each. I purchased them because the description indicated I would receive unlimited cloud storage among other features. During the month or March 2025, I received an email that those features would no longer be available. Their terms and conditions have not made it so that a subscription must be purchased to have access to features that we had access at the time of purchase. There was never any indication that a subscription would be required to be purchased at a later date. On their current listing, it still indicates that if you purchase a frame you will have free unlimited cloud storage. This is not true and they are lying to consumers to trap them in their purchase. This is a classic bait and Switch. They had people purchase these products as Christmas presents, and as soon as the return window was over, they changed the terms and conditions so that people would not be able to return the product anymore.

  Business Response

  Date: 03/20/2025

  Thank you for contacting us and being a valued ******* customer. We truly appreciate your time and feedback.
  For years we have done our best to absorb rising costs to keep our services free,but this is no longer sustainable. Most cloud service providers, such as ******** and Amazon Photos, have had to revise their models (******** will soon delete videos after 30 days).
  Massive tariffs and significant storage and bandwidth costs have made it impossible to provide free cloud and content services in perpetuity.
  Some competitors claim to offer free services forever, but we question if they can really continue to do this when also faced with massively rising costs.
  We're providing transparency about this and adapting so that we can provide a solution to our customers into the future. These services are for all our customers, old and new, and so too are the associated costs.
  Our Terms of Service have always made clear that service pricing and features are subject to change. It states, The prices, details and availability of features provided by this Service are subject to change without notice. This website and/or mobile app and its contents are not to be construed as an offer to sell any product or service. We have worked to inform customers about these changes in advance, providing clear communication regarding updates.
  We understand that change can be difficult, but weve given careful consideration to delivering the best value. While ensuring a free option remains available,weve carefully structured our plans to maximize affordability. To support our customers during this transition, weve significantly reduced the cost of Nixplay Plus from $49.99 to $29.99 / year. Additionally, for a limited time, we are offering a further discounted price of $23.99.
  For further details:
  General FAQs
  Plan Limits & Usage Management
  We deeply value your understanding as we continue to evolve. Please reach out to us for additional assistance.
  Best regards,
  Nixplay Team

• Initial Complaint

  Date:03/19/2025

  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.

  *******'s business practices are unethical. Forcing users to purchase a subscription to access 'features' (unlimited storage) initially offered for free for life is a scam.

  Business Response

  Date: 03/20/2025

  Thank you for contacting us and being a valued ******* customer. We truly appreciate your time and feedback.
  For years we have done our best to absorb rising costs to keep our services free,but this is no longer sustainable. Most cloud service providers, such as ******** and Amazon Photos, have had to revise their models (******** will soon delete videos after 30 days).
  Massive tariffs and significant storage and bandwidth costs have made it impossible to provide free cloud and content services in perpetuity.
  Some competitors claim to offer free services forever, but we question if they can really continue to do this when also faced with massively rising costs.
  We're providing transparency about this and adapting so that we can provide a solution to our customers into the future. These services are for all our customers, old and new, and so too are the associated costs.
  Our Terms of Service have always made clear that service pricing and features are subject to change. It states, The prices, details and availability of features provided by this Service are subject to change without notice. This website and/or mobile app and its contents are not to be construed as an offer to sell any product or service. We have worked to inform customers about these changes in advance, providing clear communication regarding updates.
  We understand that change can be difficult, but weve given careful consideration to delivering the best value. While ensuring a free option remains available,weve carefully structured our plans to maximize affordability. To support our customers during this transition, weve significantly reduced the cost of Nixplay Plus from $49.99 to $29.99 / year. Additionally, for a limited time, we are offering a further discounted price of $23.99.
  For further details:
  General FAQs
  Plan Limits & Usage Management
  We deeply value your understanding as we continue to evolve. Please reach out to us for additional assistance.
  Best regards,
  Nixplay Team

  Customer Answer

  Date: 03/24/2025

  I am rejecting this response because: It makes up excuses about how 'rising costs' of storage are forcing their hand, when in actuality cloud storage is steadily reducing in price when accounting for inflation. This is due to storage hardware getting cheaper by the year.

  Additionally, most of the company's customers use their own ****** Drive storage, which means Nixplay doesn't even NEED to pay for storage.  What Nixplay is clearly doing, embarrassingly, is trying to cover for massive financial losses likely due to mismanagement by c-suite who are now trying to make a quick **** before their shareholders discover what they've done. Shame on them.
  
  

  Nixplay, stop making excuses, honour your promises. Your loyal customers have paid high prices for your product, substantially over the cost of a 'standard' digital photo frame, precisely so they can enjoy free storage for life that YOU offered. This is a clear bait and switch, and I reject your inadequate solution of a 'discounted'. Be better.

• Initial Complaint

  Date:03/17/2025

  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.

  I purchased a Nixplay 9.7" 2k digital photo frame for a Christmas present. The purchase was based on the display quality and the "Standard" free plan had unlimited storage. Customers just received and email stating that our free plan will be reduced to 500mb. I believe this company used a bait and switch tactic. They sold hundreds of thousands of digital photo frames and now they want to charge for the storage. I would of never purchased this photo frame if there was a subscription fee for storage.

  Business Response

  Date: 03/18/2025

  Thank you for contacting us and being a valued ******* customer. We truly appreciate your time and feedback.
  For years we have done our best to absorb rising costs to keep our services free,but this is no longer sustainable. Most cloud service providers, such as ******** and Amazon Photos, have had to revise their models (******** will soon delete videos after 30 days).
  Massive tariffs and significant storage and bandwidth costs have made it impossible to provide free cloud and content services in perpetuity.
  Some competitors claim to offer free services forever, but we question if they can really continue to do this when also faced with massively rising costs.
  We're providing transparency about this and adapting so that we can provide a solution to our customers into the future. These services are for all our customers, old and new, and so too are the associated costs.
  Our Terms of Service have always made clear that service pricing and features are subject to change. It states, The prices, details and availability of features provided by this Service are subject to change without notice. This website and/or mobile app and its contents are not to be construed as an offer to sell any product or service. We have worked to inform customers about these changes in advance, providing clear communication regarding updates.
  We understand that change can be difficult, but weve given careful consideration to delivering the best value. While ensuring a free option remains available,weve carefully structured our plans to maximize affordability. To support our customers during this transition, weve significantly reduced the cost of Nixplay Plus from $49.99 to $29.99 / year. Additionally, for a limited time, we are offering a further discounted price of $23.99.
  For further details:
  General FAQs
  Plan Limits & Usage Management
  We deeply value your understanding as we continue to evolve. Please reach out to us for additional assistance.
  Best regards,
  Nixplay Team
  
  

  Customer Answer

  Date: 03/18/2025

   I am rejecting this response because:
  The decision I made to purchase this product for my wife was mainly because of the available storage with the free plan.   I do not and will never want a photo frame that requires a subscription.

  The free tier offered isn't enough.  My homebrew DIY photo frames have 64gb of storage plus access to my home *** via SMB.  500mb is not adequate at all.  I believe Nixplay used the "Standard" free subscription to lure customers and when they achieved a high volume of customers they decided to pull a switcheroo with the old "bait and switch". 

  The only fair deal for me is a full refund.    I will use the money to build my HQ097QX1-IPS 9.7 digital photo frame to replace my wife's Nixplay

   

  I am not falling for the money grab.
  
  

• Initial Complaint

  Date:03/14/2025

  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.

  Nixplay (***************) has been in business for many years selling photo frames with unlimited Cloud photo storage, 5GB of Cloud video storage, the ability to do basic editing of photos for the display, and could connect to and use ****** photos as the photo source.On March 12, 2025 they announced they are reducing or discontinuing these features and equivalent capabilities now requires a monthly paid subscription plan. The unlimited Cloud photo storage will be reduced to 500MB (about 100 images vs unlimited), the Cloud video storage will also be reduced to 500MB (maybe 2-3 video clips vs *****), the basic photo editing is being taken away, and the connection to ****** photos is also being taken away.This simply is wrong as the products were marketed and sold with capabilities that are now very reduced.

  Business Response

  Date: 03/18/2025

  Thank you for contacting us and being a valued ******* customer. We truly appreciate your time and feedback.
  For years we have done our best to absorb rising costs to keep our services free,but this is no longer sustainable. Most cloud service providers, such as ******** and Amazon Photos, have had to revise their models (******** will soon delete videos after 30 days).
  Massive tariffs and significant storage and bandwidth costs have made it impossible to provide free cloud and content services in perpetuity.
  Some competitors claim to offer free services forever, but we question if they can really continue to do this when also faced with massively rising costs.
  We're providing transparency about this and adapting so that we can provide a solution to our customers into the future. These services are for all our customers, old and new, and so too are the associated costs.
  Our Terms of Service have always made clear that service pricing and features are subject to change. It states, The prices, details and availability of features provided by this Service are subject to change without notice. This website and/or mobile app and its contents are not to be construed as an offer to sell any product or service. We have worked to inform customers about these changes in advance, providing clear communication regarding updates.
  We understand that change can be difficult, but weve given careful consideration to delivering the best value. While ensuring a free option remains available,weve carefully structured our plans to maximize affordability. To support our customers during this transition, weve significantly reduced the cost of Nixplay Plus from $49.99 to $29.99 / year. Additionally, for a limited time, we are offering a further discounted price of $23.99.
  For further details:
  General FAQs
  Plan Limits & Usage Management
  We deeply value your understanding as we continue to evolve. Please reach out to us for additional assistance.
  Best regards,
  Nixplay Team
  
  

  Customer Answer

  Date: 03/18/2025

   I am rejecting this response because:
  While your Terms and Conditions allow you the flexibility to change, the way you have approached a solution leaves much to be resolved.  For years you have provided a service and now you are removing the functionality without requiring payment.

  This is going to result in many negative reviews and impact your future business.  Especially since cloud storage is actually decreasing in cost.  The problem is that you didn't have a limit and now you established a miniscule size that basically makes the product stop working without payment.

  I didn't find anything about a reduced price or anything about how long that price would be honored.

  Not acceptable for this customer.

  
  

• Initial Complaint

  Date:03/13/2025

  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.

  ******* frames contacted owners today via email to let us know that our unlimited photo storage is no longer their policy. We now have to purchase a yearly storage subscription. I have purchased at least six of these frames for myself and as gifts over the last few years. I purchased these frames with the promise of unlimited storage- now I wont be able to add photos to them. This is not what was advertised when purchased.

  Business Response

  Date: 03/18/2025

  Thank you for contacting us and being a valued ******* customer. We truly appreciate your time and feedback.
  For years we have done our best to absorb rising costs to keep our services free,but this is no longer sustainable. Most cloud service providers, such as ******** and Amazon Photos, have had to revise their models (******** will soon delete videos after 30 days).
  Massive tariffs and significant storage and bandwidth costs have made it impossible to provide free cloud and content services in perpetuity.
  Some competitors claim to offer free services forever, but we question if they can really continue to do this when also faced with massively rising costs.
  We're providing transparency about this and adapting so that we can provide a solution to our customers into the future. These services are for all our customers, old and new, and so too are the associated costs.
  Our Terms of Service have always made clear that service pricing and features are subject to change. It states, The prices, details and availability of features provided by this Service are subject to change without notice. This website and/or mobile app and its contents are not to be construed as an offer to sell any product or service. We have worked to inform customers about these changes in advance, providing clear communication regarding updates.
  We understand that change can be difficult, but weve given careful consideration to delivering the best value. While ensuring a free option remains available,weve carefully structured our plans to maximize affordability. To support our customers during this transition, weve significantly reduced the cost of Nixplay Plus from $49.99 to $29.99 / year. Additionally, for a limited time, we are offering a further discounted price of $23.99.
  For further details:
  General FAQs
  Plan Limits & Usage Management
  We deeply value your understanding as we continue to evolve. Please reach out to us for additional assistance.
  Best regards,
  Nixplay Team