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:05/17/2023

  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.

  Purchased four security cameras from DotCom products. Despite the website's promise of a full return, the company is making a credit to me almost impossible. It took over one hour on the phone just to get them to take it. Now they want me to ship back at my expense and them keep calling them to see if it arrives. Only after that will they consider a refund.

  Business Response

  Date: 05/22/2023

  Thank you for bringing your concerns to our attention in your recent BBB complaint. We apologize for any inconvenience or confusion you may have experienced regarding the return process for the security cameras you purchased from us at DotCom Products.
  
  We understand your frustration with the requirement to cover the return shipping expenses as per our 60-day return policy. We apologize if this policy was not made clear to you during your initial purchase, and we appreciate your feedback on this matter.
  
  At DotCom Products, we strive to provide fair and consistent policies that allow us to offer competitive pricing and quality products to our customers. Our return policy outlines that customers are responsible for the return shipping costs within the designated return period.
  
  Once again, we apologize for any inconvenience caused throughout this experience, and we appreciate your patience. We are glad to confirm that the refund has been processed in full, and you should expect to see the funds returned to your account soon.

  If you have any further questions or concerns, please feel free to reach out to our customer service team. We are here to assist you and ensure your complete satisfaction.
  Thank you for bringing this matter to our attention, and we value your business.
  
  

• Initial Complaint

  Date:05/14/2023

  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.

  On 4/28 I purchased two lightbulb cameras. I received these 5/4. I had one set up but it did not work as they said it would. I texted them and ask how I could return them. They sent a phone number back. I called it and they said they would give me 40% back and I could keep the light. I said I wanted a full refund and I was returning them. I also told them I wanted refunded for the “cloud” they said I needed. They gave me an address to return the lights and also a phone number to call for the cloud. When I called ###-###-#### it is Southeast apartments. I called them back at ###-###-#### and said they had given me a wrong number. They asked what number I had and I said no you tell me the number. I was put on hold and given ###-###-####. I called but they were unavailable. I checked the address they had given me and it is for ShipZoom (###-###-####). They only handle shipping this out.As you can see by the pictures I sent they are still trying to sell me more. I will return these to Dot Cam Products INC, **** ****** ******** ***** *** *********** ** ***** tomorrow when the post office opens. The address the had given me was **** * **** ***** *** **** ****** ***** *****. This is ShipZoom.

  Business Response

  Date: 05/22/2023

  Thank you for bringing your concerns to our attention through your BBB complaint. We apologize for any inconvenience or confusion you may have experienced with your recent purchase of the two lightbulb cameras from Dot Com Products.

  
  We are sorry to hear that the lightbulb cameras did not meet your expectations and that you encountered difficulties in the return process. We appreciate your feedback and want to address each of your concerns.

  
  Regarding the phone number you received, we apologize for any confusion caused by the incorrect number provided. The correct number to contact our customer service team is ###-###-####. We apologize for the inconvenience you experienced while trying to reach us.

  
  In terms of the cloud service, we would like to clarify that Dot Com Products does not own or operate the app YI IOT or the associated cloud service. We apologize for any confusion caused by the information provided. We recommend reaching out to the app's customer support for assistance with any issues related to the cloud service.

  
  We appreciate you informing us about the incorrect return address provided but the correct address to ship your return is as follows:
  *** *** ******** *** ******* ***** **** * **** ***** *** *** ****** ***** *****
  We want to assure you that we take your concerns seriously. We have thoroughly reviewed your case, and as per your request, we have processed a full refund in the amount of $118.45. This refund has been issued to your original payment method on May 22, 2023.
  
  We appreciate your patience and understanding throughout this process. If you have any further questions or require additional assistance, please do not hesitate to contact our customer service team at ###-###-####. We are committed to addressing your concerns and ensuring your satisfaction.

• Initial Complaint

  Date:05/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 (3) 3x Light Bulb Camera and (3) ********************************** a timely manner. I'm not sure if they work, I have not tried them. Order # (16CDA31F1F)My complaint is that theyautomatically signed me up for the Rewards Perks and have charged my credit card (2) times at $14.95 on 3/22/23 and 4/21/23, for a total of $29.90.I tried calling thier customer service and was on hold for over one-hour and finally hung-up. **************** # ************.I want my unauthorized membership canceled and a refund of $29.90.I have sent emails and the replys are that the Mailbox is not monitored and the links they provide do not allow you to cancel your "unauthorized" memebership, they tell you to call. This is the number that I called and no one answered so I hung up..

  Business Response

  Date: 05/09/2023

  We would like to address the concerns you raised in your recent BBB complaint regarding your purchase from our company. Firstly, we apologize for any inconvenience or frustration you may have experienced.

  
  We have thoroughly reviewed your order, and we appreciate your feedback regarding the enrollment in our Rewards Perks program. We understand that you did not authorize this membership, and we sincerely apologize for any confusion or inconvenience caused.

  
  We are pleased to inform you that we have taken immediate action upon receiving your complaint. We have processed a refund in the amount of $29.90, which covers the two charges of $14.95 on March 22, 2023, and April 21, 2023. This refund has been credited back to the original payment method used for the purchase.

  
  Additionally, we have cancelled your membership in the Rewards Perks program, as per your request. We apologize for any confusion caused during the checkout process.
  We sincerely apologize for the difficulties you encountered when attempting to contact our customer service team. We strive to provide efficient and timely assistance, and it is unfortunate that your experience fell short of our standards. We have taken note of your feedback, and we will make improvements to ensure better accessibility and responsiveness in the future.

  
  Once again, we apologize for any inconvenience caused and appreciate your patience throughout this process. If you have any further questions or concerns, please feel free to reach out to our customer service team at ************, and we will be more than happy to assist you.
  Thank you for bringing this matter to our attention, and we appreciate your business.

  Customer Answer

  Date: 05/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/14/2023

  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.

  I ordered and received 2 security lightbulb cameras in January 2023. I cannot get them to work or connect to my wi-fi. I emailed them on 4/14/23 asking for a refund. They emailed me back a phone number to call which I did. After a 15 minute wait, I was finally connected to someone who told me I had to be transferred to a technician who will ask me questions and decide whether I can get a refund. He tells me to contact my ISP to split my 5G and 2.4 internet connections. I told him I refused to do that and I just want to return the 2 cameras and get my refund of $105.50. He said since it’s been over 30 days, he can’t refund me. This is a lie.

  Business Response

  Date: 04/26/2023

  We would like to provide some additional information regarding the timeline of the customer's order. The customer's order was purchased on January 19, 2023 and was shipped on January 23, 2023. It was finally delivered on January 25, 2023 at 5:32 PM, at the front door of the customer's address.
  
  Regarding the customer's recent issue with connecting their camera, we understand their frustration and would like to clarify that we did offer the customer several options to assist in setting up their camera. However, the customer insisted on returning the product.
  
  Unfortunately, due to our company's 30-day return policy, we are unable to proceed with the return as the customer has had the product for over 90 days. We understand this may be disappointing for the customer, but our policy exists to ensure fairness and consistency for all of our customers.
  
  We apologize for any inconvenience this may have caused the customer and remain committed to providing excellent customer service.
  Thank you for your attention to this matter.
  
  Sincerely, Dot Com Product Support
  
  

  Customer Answer

  Date: 04/27/2023

  Dot com did not offer me any options in setting up my camera other than offer to sell me a better version which I refused. How dare they try to make me the villain in this transaction. I had spinal surgery after the camera was delivered and did not have the capability of trying to install said product. 

• Initial Complaint

  Date:04/13/2023

  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.

  Original date of purchase was 9/30/2022, order number 74F4FA8F2C. I received the product, they didn't work as advertised. On November 11, 2022 I requested to send them back which was acknowledged by Dot Com that same day. They were returned insured and I have yet to get a refund of $290 which has been requested multiple times. I have emails showing these requests but over this amount of time I can't find the return shipping information, unfortunately.

  Business Response

  Date: 04/26/2023

  We apologize for any miscommunication that *** have occurred between our team and you via email and phone. Our goal is to provide excellent customer service, and we understand that any miscommunication can be frustrating for our valued customers.
  
  As requested, we have gone ahead and submitted a refund for $312.50 to your account. Please allow up to 5-7 business days for the refund to appear on your account.
  
  Once again, we apologize for any inconvenience that *** have been caused and appreciate your patience and understanding as we resolved this matter.
  
  Thank you for choosing our company, and we hope to have the opportunity to serve you again in the future.
  
  DCP Support
  
  
  

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/09/2023

  I filed a complaint against DotCom and they agreed to refund my money of approximately $312.  I agreed to the refund as a completion of the complaint I filed.  To date I have not received any of the money promised to me. 

  Business Response

  Date: 05/09/2023

  We are reaching out to inform you that we have processed a full refund of $290 back to your PayPal account, as requested. The refund has been successfully initiated and should reflect in your account shortly. Please allow for a few business days for the refund to be processed by PayPal.

  
  We sincerely apologize for any inconvenience or dissatisfaction you may have experienced, and we appreciate your patience throughout this process. Your satisfaction is important to **, and we strive to ensure that our customers are happy with their interactions with our company.

  
  If you have any further questions or concerns, please do not hesitate to reach out to our customer support team. We are here to assist you in any way we can.
  Thank you for your understanding and for giving ** the opportunity to address and resolve this matter.

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/30/2023

  I continue to wait for my refund which has not appeared by this time . . . Thanks,  ***********************
  

  Customer Answer

  Date: 06/09/2023

  I continue to wait for my refund from the business.   What more do I need to do?  I notified **** at DotCom  Products that I was reaching out to  you again if I didn't receive my refund within 24 hours.  So far, no refund.   At this point,  interest should be added!  Thank you for your help . . . 

  Customer Answer

  Date: 06/27/2023

  To date I have not received a refund  and my patience is wearing very thin . .  

  Business Response

  Date: 05/27/2024

  When we processed the refund, we got an error back " Could not issue refund. Processor returned: You are over the time limit to perform a refund on this capture"
  
  Manual refund has been processed, customer should see amount reflected In their PayPal account.

  For any further assistance, please do not hesitate to contact our customer service team using the contact information provided below.

  Contact Us:
  Phone: ************
  Hours: Monday to Saturday, 9 AM to 5 PM CST

  Business Response

  Date: 06/17/2024

  Please see attached PayPal receipt showing the refund of $290, Refunded May 27, 2024 at 6:46:30 PM PDT

• Initial Complaint

  Date:03/27/2023

  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.

  Purchased item on 322/23 and received oh 3/25/23. The items will not work for our need. They had a 30 day return policy. When I called to return I waited 42 minutes, when they finally answered and I told them that I wanted to return it the line went all static and I lost connection. I tried to call them back and it said the line was busy and they wouldn't answer. When I used my husbands phone they answered right away. When he told them he wanted to return the items the line got all static and we lost connection. I tried to call them back using his phone and the line said it was busy again. I tried multiple times to call back on both phones and it said it was busy.

  Business Response

  Date: 05/27/2024

  Thank you for bringing your concerns to our attention through your BBB complaint. We apologize for the inconvenience and frustration you have experienced with your recent purchase and the subsequent difficulty in contacting our customer service team.
  
  We understand from your complaint that you purchased an item on March 22, 2023, and received it on March 25, 2023. When you attempted to return the item, you encountered significant issues with our phone line, including static and dropped calls.
  
  We spoke with you on March 27, 2023, during which you expressed your desire to return the product. Unfortunately, the call was interrupted by static, and our call center's attempts to reconnect with you went to voicemail.
  
  Second Contact: We spoke with you again on April 24, 2023. During this conversation, you provided the tracking number for the returned item.
  Refund Processed: Following the receipt of the tracking information, we processed a full refund. You should see this reflected in your account.
  
  We apologize for the technical difficulties and the inconvenience caused by the static on the phone line. We have taken steps to ensure such issues are addressed promptly to improve our communication with customers.
  

  If you have any further questions or require additional assistance, please do not hesitate to contact our customer service team.
  Contact Us:
  Phone: ************
  Hours: Monday to Saturday, 9 AM to 5 PM CST

• Initial Complaint

  Date:03/27/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 03/04/23 I purchased 2 security camera bulbs for $98.00,they were shipped on the 6th of March and returned on the 14th to the sender because of an incomplete address.I have attempted to contact dotcom products by email and phone but to no avail. Any help is appreciated.

  Business Response

  Date: 05/27/2024

  Thank you for bringing your concerns to our attention through your BBB complaint. We sincerely apologize for the inconvenience you have experienced with your recent purchase and the subsequent issues with shipping and communication.
  
  We understand that you purchased two security camera bulbs on March 4, 2023, for $98.00. Unfortunately, the shipment was returned to the sender on March 14 due to an incomplete address. You have also mentioned that you attempted to contact us by email and phone without success.
  
  We have thoroughly reviewed your case and are pleased to inform you that a full refund of $98.00 has been processed to your original payment method. You should see this reflected in your account shortly.
  
  We deeply regret the inconvenience caused by the incomplete address issue and the difficulty you faced in reaching us. We are committed to improving our communication channels to better serve our customers in the future.

  Customer Answer

  Date: 05/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/17/2023

  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.

  On Feb. 11, I paid via PayPal $213 for 2 cameras, and other items to install 2 security cameras on my property. I received these end of February. The paperwork I had was under the name of IOTsupport@yitechnology whom I requested that they accept the cameras back because they weren't working as promised. On March 11, after several emails they responded that I needed to reach out to DotCom. I did so, via phone and via email and the only response I kept getting was that it was too late to return the cameras because it was past the due date. This is unacceptable. One of the cameras has never been used and the other one can be sent back in original box. They do not work as promised. They had the nerve to charge me another $14 for who knows what on March 15th. They will not commit to reimbursing me if I send back the cameras. I will send back the cameras and they must reimburse me. Please. Thank you.

  Business Response

  Date: 05/27/2024

  Thank you for bringing your concerns to our attention through your BBB complaint. We apologize for any inconvenience and frustration you have experienced with your recent purchase and subsequent interactions with our company.
  
  We regret to inform you that, according to our company's return policy, we only accept returns within 30 days of purchase. This policy is clearly stated to ensure that our customers are aware of the timeframe within which they can return items for a refund.
  
  While we are unable to process a return or refund for the cameras due to the timeframe, we would like to assist you in resolving any issues you are experiencing with the product. Our technical support team is available to help troubleshoot and ensure that the cameras function as expected.
  
  If you require further assistance or have additional questions, please do not hesitate to contact our customer service team.
  Contact Us:
  Phone: ************
  Hours: Monday to Saturday, 9 AM to 5 PM CST
  
  We are committed to addressing your concerns and ensuring your satisfaction.
  We apologize once again for any inconvenience caused and appreciate your understanding.

• Initial Complaint

  Date:03/17/2023

  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.

  On 3/7/2023 I ordered 2 camera security lights and 2 SD cards for the lights. They were supposed to be here in 48 Hrs. I called the phone numbers they provided & got no response. I sent 3 emails & the last one I sent I told them to cancel my order. As of today 3/17/2023 I have not gotten a reply. I would like my money back & would like to make sure no more money is charged to my Discover Card. Thank You ***********************

  Customer Answer

  Date: 04/04/2023

  Date Sent: 3/20/2023 2:37:16 PM
  They have sent an email now saying that the label for my product is being made but I told them that I do not want the product I just want a refund and they told me to refuse the shipment but I do not feel comfortable with this because
  I have no guarantee they will remove the charge from my credit card.

  Business Response

  Date: 05/27/2024

  Customer Refunded 4/4/23 In full 

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 3 light socket security cameras. They do not work. I spent a lot of time working with them. Their ad says they are easy to install, but they are not. I did everything that the instructions asked and also followed the Utube video. The company states that I missed the 30 day refund policy, but the cameras arrived on Feb 15th. I sent an email requesting a refund on March 4. A phone number was given and I tried to call several times today. They say I missed the 30 day deadline. They sent me to tech support two different times and one time the call dropped and one time tech didn't speak at all. ORDER # 9D1AACDDFE

  Business Response

  Date: 03/31/2023

  ****:

  A refund was issued to the customer.

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************