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:03/12/2025

  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.

  Over the last several years, I have purchased several Nixplay picture frames based on the promise that there was unlimited storage of my photos. I bought some for myself.I bought some for my parents.I bought some for my wife's *************, I get an email saying that they're taking away the unlimited storage. That was WHY I BOUGHT THE FRAMES. Without the storage, they're not worth nearly as much as I paid for them. I either want you to refund me for my 5 photo frames or let me keep my unlimited 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
  
  

• Initial Complaint

  Date:03/12/2025

  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 picture fram in November 2018 at the price of $200 with unlimited storage and use. The ******* in now trying to change the terms to a subscription for a yearly fee. That is not what I purchased. I purchased unlimited storage and use. I want a full refund or I want to be grandfathered in to having to pay no subscription fee. Thats the whole reason I purchased this fram over others.

  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
  
  

• Initial Complaint

  Date:03/12/2025

  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 bought 4 Nixplay frames that I connected to the cloud to display family photos. At the time the company advertised free unlimited cloud storage. Now they emailed me that they will not honor their claim. They need to at least grandfather customers who purchased these e-picture frames under the original terms. Charging an annual fee when storage costs are decreasing is unacceptable.

  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
  
  

• Initial Complaint

  Date:03/11/2025

  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.

  Digital picture frame company ******* has for years sold their frames with the express guarantee of unlimited storage for pictures. Today, they informed longtime customers that this would no longer be the case and that customers can pay $20 per year to regain some of that functionality in their frames. They have misled customers into buying into an ecosystem of products and now they have reneged on their promise after gaining a significant user base. This business practice is unfair and should be addressed by giving unlimited accounts to any customers who bought their products before this change was made.

  Business Response

  Date: 03/18/2025

  Hello,

  Thank you for contacting us and being a valued Nixplay 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:06/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 early March my expensive Nixplay photo frame stopped working. It had tried to do an automatic update, but the frame was unable to complete the update because it could not connect to the Nixplay servers. It has never worked again despite multiple hard resets and soft resets as directed by ******* customer service. I went online, and apparently thousands of Nixplay customers had the same frame failure that I did, and now we all have very expensive photo frames that are non-functional because of a Nixplay software or server problem. Multiple emails over the last 3 months has only gotten multiple apologies, promises that the problem is being examined and they hope to fix it soon, and a coupon for 50% off buying a new frame from Nixplay. Requests for them to repair or replace the frame they destroyed have fallen on deaf ears. They want me to PURCHASE a new frame from them, which to me sounds like they possibly did this on purpose so customers with older frames must purchase a new one. It seems like a scam to get customers to buy a new frame, and there is nothing to stop them from doing this again in a year or two to increase sales yet again. I would like a replacement frame since they were responsible for destroying the one I bought. And these are not cheap frames, as they retail for up to $300.

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A Nixplay **** inch picture frame was purchased for my wife as a gift. We received a unit that was not only used/already opened. The unit was missing parts. I played Nixplays game and exchanged emails for a month they sent me random parts but refused to replace the unit. After a month and some emails going unanswered they told me I was outside the 30 day return window and refused to help me. No one should buy from them.

• Initial Complaint

  Date:04/26/2023

  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.

  Sold a frame advertising the ability to display pictures from ****** photos. Recently removed that functionality and are forcing customers to pay a subscription, and if they dont, the frame they already paid quite a bit of money for is worthless.

  Business Response

  Date: 05/02/2023

  Hi ****

  I've emailed you privately to request more specific information about which order(s) specifically you want refunded.

  Kind Regards

  *****