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Business Profile

Electronics and Technology

Ubiquiti Networks, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronics and Technology.

Complaints

Customer Complaints Summary

  • 24 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/17/2025

    Type:Product Issues
    Status:
    Unanswered
    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 a product and am being denied phone support and email support is taking days with not resolution in sight. I've demanded that a manager call me and am being told its not possible.

  • Initial Complaint

    Date:01/15/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    We placed our order on Thursday, the 9th. When we placed the order they offered an overnight option. So we went ahead and ordered these items thinking we would get them the next day. The next day comes, and nothing. We got tracking numbers, but only for shipping labels but no progress on the shipment. However, this package is time-sensitive for us so we keep checking. To this date, they have not shipped these packages. These are our *** tracking numbers* ****************** ****************** ****************** Part of our frustration with Ubiquiti is their lack of customer service. They can only be contacted through a ticket system. This is affecting production on our end and the misleading shipping information is disappointing to see.

  • Initial Complaint

    Date:05/07/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    We have lost access to our devices because our IT guy has disappeared and no one knows the account information. We cannot open a ticket because we don't have the account information. We cannot contact chat support because we do not have the account information. There is no phone number to call to get help with this. We have been unable to find an alternate way to reach the company to get help with this.

    Customer Answer

    Date: 06/05/2024

    Better Business Bureau:

    At this time, I have not been contacted by Ubiquiti Networks, Inc. regarding complaint ID ********.

    Sincerely,

    *************************

  • Initial Complaint

    Date:03/14/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Unifi Dream Machine purchased on January.8.2024. Once recieved tried to connect to the network and device could NOT be seen. I tried everything, no luck. I spent 3 weeks with eMail support ( ONLY option ) and they could NOT get it to work. I asked for a RMA and now they are telling me that I am out of the "warranty window" due to the length of time since purchase. There would be days between a response from them and 100% NO response on a Saturday or Sunday. If this was my corporate job and the device was down for this long, I WOULD HAVE BEEN FIRED. I am just looking for my money back and being from ******, ALL of some compensation for shipping as it has to be sent to ******** ********** which will cost approx. $90 for shipping

  • Initial Complaint

    Date:10/16/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 their latest UDR - Dream Router, this failed within 4 hours of operation, seeking their support team to help resolve this issue, I have Access Point purchased along with it, I did not open this one, since the Dream Router failed, I requested for replacement, now looking at several reviews, I feel I need full refund, and I can return these equipment's free of cost

  • Initial Complaint

    Date:08/14/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a product from Ubiquity on a Thursday and paid an extra $32 for "next day" shipping. There was no explanation of what "next day" meant -- so I correctly assumed it meant the next day (Friday) from when I purchased the item. There was no asterisk, no informational popup, nothing to suggest this was anything other than what was implied -- that I would get the item the next.....day.However, the item didn't show up until Monday and the company says that this was within expectations. They sent me a generic link to their FAQ section expecting me to search and figure out what their company policy on "next day" way.I would not have purchased this product if it were 4 day shipping. They were intentionally misleading and are refusing to ***** me a refund. I am seeking a $32 refund.

    Customer Answer

    Date: 09/08/2023

    Better Business Bureau:

    At this time, I have not been contacted by Ubiquiti Networks, Inc. regarding complaint ID ********.

    Sincerely,

    *************************

  • Initial Complaint

    Date:07/25/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 over $3000 worth of networking equipment. One of the devices (an access point) arrived whereby it was only partially operational (runs at FE Data Transfer speeds, when it should run at Gbe Transfer speeds). I contacted the company for a replacement. The item is a networking access point that is in use, granted only operating at FE speeds, still functional. Ubuiquiti will not ship a replacmeent of the faulty device (only 2 weeks old and failed within 1 week) until I ship them back the faulty device AT MY EXPENSE and leaving our network down for 2-3 weeks. This impacts Business continuity. In addition, this company provides no way to communicate with them via telephone...supposedly they dont' have phones for their employees, yet they make phones as part of their business model.

    Customer Answer

    Date: 08/19/2023

    Better Business Bureau:

    At this time, I have not been contacted by Ubiquiti Networks, Inc. regarding complaint ID ********.

    Sincerely,

    ***********************

  • Initial Complaint

    Date:06/23/2023

    Type:Product Issues
    Status:
    Unanswered
    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 contacted support because I could not access my new router to configure it. Despite my detailed description of my problem, I was referred to ***. I had to pay $8.22 to return it. The replacement router had the same symptoms, so I contacted *** and I was asked to return it too, at a 2nd cost of $8.22. That exchange resulted in my receiving a 3rd router that also "didn't work". I insisted that I be contacted on how they could guarantee I would ever receive a working router. Then support finally stepped in and gave instruction on how to properly access the router, which worked. Those instructions contradicted the **** method I was trying to follow in their setup documents. Had support actually provided proper instructions in the 1st place, I never would have needed to send 2 units back on my dime! I requested a refund or store credit of $16.44, but they refused. The *** claim numbers are; *********** *********** and **********. The support case numbers are; *******, and *******. Thank you!

    Customer Answer

    Date: 07/18/2023

    Better Business Bureau:

    At this time, I have not been contacted by Ubiquiti Networks, Inc. regarding complaint ID ********.
    The only contact has been automated emails from the *** department regarding the last return request.

    Sincerely,

    *********************

  • Initial Complaint

    Date:05/15/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Ubiquiti Dream Router on April 3, 2023. Since then, I have been having nothing but issues. I contacted my ISP as well as my utility company who all state the issue is the router. I went through numerous trouble shooting steps with Ubiquiti and numerous techs with their company. Everything they told me to do has not worked. I work from home and have extremely poor internet due to this router. I want a replacement as it is still within the one year warranty. Once I receive the new one I will send this one back as I still need it (even though its not working 100%). I also sent all the information to the technicians as requested and now they arent working on the weekend so I am stuck.

  • Initial Complaint

    Date:04/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Can't get any Ubiquiti support. Upgraded to the latest release of the controller for a Mac and will not open up. Just gets stuck on DB integration. Have reached out to customer support numerous times with no help. There is no customer service phone number nor any chat options. I have been with Ubiquiti for over 10 years, and this is not acceptable that they have zero support.

    Customer Answer

    Date: 05/02/2023

    Better Business Bureau:

    At this time, I have not been contacted by Ubiquiti Networks, Inc. regarding complaint ID ********.

    Sincerely,

    ***********************

Ubiquiti Networks, Inc. is NOT a BBB Accredited Business.

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