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Business Profile

Wholesale Telephones

VTech Communications Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for VTech Communications Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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VTech Communications Inc has 11 locations, listed below.

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    Customer Complaints Summary

    • 19 total complaints in the last 3 years.
    • 1 complaint 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/23/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 had a baby monitor for quite some time now and have had to call in multiple times with multiple replacements on the unit only to never have it work properly. I have had to completely re-do my WiFi in order to help it work better (which it never did). Now today my camera has gone into a "boot loop" and they have promised to replace the product (yet again) over the phone. Then upon receiving an email to go through the warranty process (yet again) suddenly they are going back on the promise to replace the camera system. They have since sent me multiple emails with no useful information and trying to blame the non-replacement on me.

      Business Response

      Date: 05/24/2023

      On May 24, one of our Corporate Escalation representatives called ******************************* to address the complaint raised. The representative was able to speak with ******************. She apologized for the inconvenience and explained the refund policy to the customer. ****************** agreed to be sent a replacement baby monitor of the same model. Once he receives the replacement product, he will then ship the malfunctioning product to ** using the prepaid *** label that will be sent to him via email. No additional concerns were raised. 

      Customer Answer

      Date: 05/24/2023

       
      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.

      As stated,  they called and did follow through on the previous promise of a replacement. I will be sending the defective product back upon receipt of the replacement. Thank you VTech for showing me I can still trust you!!


      Sincerely,

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

    • Initial Complaint

      Date:05/16/2023

      Type:Product Issues
      Status:
      Answered
      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 set of 2 Vtech Baby Camera's with monitor (model RM5766HD-2) on May 4th, 2023 from Target. I received these on May 8th, 2023. They looked new and exactly as described. However when I hooked them up, one of the camera's won't register at all, and the monitor itself will connect, then disconnect at random, which requires a reboot. With a small baby in the house this is unacceptable as it defeats the purpose of being able to monitor the baby while sleeping, and waking up should there be any issues. I sent Vtech an message via their website on May 9th, 2023, and got a generic, "The VTech support team has received your inquiry. You will receive an e-mail response addressing your inquiry in 1-2 business days (excluding weekends and holidays)" as a response. The next day (May 10th, 2023), I got another generic "We appreciate the time you have taken to contact VTech. The VTech support team has received your inquiry. We apologize, but the response time may be longer than usual due to an unusually high volume of emails. We will try our best to answer your email within 1 - 2 business days or as soon as possible." response.I've since not heard anything from them and it's been almost a week at this point. I've tried reaching out again, but have yet to get a response. I just want a working baby monitor so I can make sure my baby is safe. This could be a very serious matter if this quit working in the middle of the night, and something happened to my baby and I couldn't see or here it, so I don't appreciate Vtech clearly not taking this seriously.

      Business Response

      Date: 05/19/2023

      On May 17, one of our Corporate Escalation representatives called Mr. ********************* to address the complaint raised. The phone number used was the However, she was not able to talk to the customer and she sent an email to ask ************** for his best call back information. On May 18, our representative was able to speak with ************** and was advised to correspond to the email we sent to him regarding the result of the troubleshooting tips suggested to him. The customer responded to the email of our Corporate Escalation representative on May 19, 2023, advising that his unit is still not working after doing the suggested troubleshooting. Our representative informed Mr. *********** via email, on the same day, that a replacement was processed and it will be sent to the him in advance. ************** was also informed to return the unit that malfunctioned once he receives the replacement which the customer also confirmed when our representative called him again on May 19, 2023.

    • Initial Complaint

      Date:02/06/2023

      Type:Product Issues
      Status:
      Resolved
      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 was gifted a baby monitor for my baby shower. Within two months, it stopped working. On December 22, 2022. I contacted the company to resolve this issue. I have been emailing them back-and-forth since then, and they have not yet resolved my issue. I have sent them the pictures they requested numerous times. Every time the email and claim that I have not sent the pictures, and every time I reattach the same pictures. They are essentially stalling and refusing to replace the camera, even though they said they would. I responded to their last email on January 18, 2023 and have received no response, despite following up three times.

      Business Response

      Date: 02/07/2023

      On February 7, one of our Corporate Escalation representatives called Mr. ***************** to address the complaint raised. The representative was able to speak with ****************** wife. Our representative apologized for the inconvenience, and offered a replacement to be sent to the customer in advance. ************** accepted the offered replacement. As a courtesy, we agreed to expedite the shipment of the replacement and informed her to return the unit that malfunctioned one she receives the replacement. The customer agreed and she was informed of the processing and shipping timeframe of the replacement unit that will be sent to her. No additional concerns were raised.Tell us why here...

      Customer Answer

      Date: 02/15/2023

      The business contacted us and resolved our complaint. 

    • Initial Complaint

      Date:02/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 the Vtech baby monitor RM5766 with 2 child units on December 14th 2022. The unit was working properly. By December 28th, the cameras were having trouble connecting to the parent unit. Mid January I tried connected the cameras to wifi to see if it would improve the connection. It did not. January 28th I filed an online support ticket with VTech, their automated response stated 1-2 business days. I received an additional email the next day stating they were busy and it would be an additional 1-2 days. It is February 6th and I still have not received an email back from support. I have reset the parent unit multiple times, and it will not connect to the cameras even while in the same room. Now one of the cameras won't pair with the parent unit at all. I'm having both units plugged in right next to the parent unit to try to trouble shoot and get them to connect, but even from less than 5 feet away the units will not connect. Because the units were working properly for over 1 week I threw out the box and can no longer return it to the retailer.

      Business Response

      Date: 02/08/2023

      On February 7, one of our Corporate Escalation representatives called Ms. *************** to address the complaint raised. However, she was not able to talk to the customer and she sent an email to ask Ms. **** for her best call back information. On February 8, our Corporate Escalation representative tried calling Ms. **** again and was able to speak with her. Our representative apologized for the inconvenience, and offered a replacement to be sent to the customer in advance. Ms. **** accepted the offered replacement. Ms. **** was also informed to return the unit that malfunctioned once she receives the replacement. The customer agreed and she was informed of the processing and shipping timeframe of the replacement unit that will be sent to her. No additional concerns were raised.

    • Initial Complaint

      Date:01/10/2023

      Type:Product Issues
      Status:
      Resolved
      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 6/26/2022, we purchased a VTech Baby video Monitor set with two cameras and one receiver (Model number is RM5766HD-2) from Target. This set is normally $200, but we got them on sale for $168. We did not open/use this product until late November of 2022. At first, both cameras worked okay, but then one would constantly lose connection and the other wouldnt even connect. Ive done all the trouble shooting, tried from square one to reconnect both cameras, even reset to factory settings and nothing worked. And both cameras and the parent unit are well within the range of our router. As a parent, theres nothing as frustrating as waking up to find your camera monitor disconnected from your toddlers room in the middle of the night and you panic in case they may have needed you and you wouldve never heard them. Its too late to return the product to Target, which I understand, so Ive been trying to get in touch with someone at VTech to let me know how I can return this awful product to them to receive a refund. I havent actually been able to get a response after trying multiple methods to reach someone at VTech. Its always the same well be in touch within 1-2 business days, and that time frame just continues to come and go with no response or answers. Weve already replaced both cameras with a system by a different company, so all wed really like is either a refund for the $168 we spent on the VTech cameras, or let us know how to return the cameras for said refund.

      Business Response

      Date: 01/11/2023

      On January 11, one of our Corporate Escalation representatives called *********************** to address the complaint raised. The representative was able to speak with ************. She apologized for the inconvenience, explained the warranty policy and offered a replacement to be sent to the customer. ************ declined the offered replacement stating that they already purchased a different baby monitor and requested for a refund. As a courtesy, we agreed to issue a check refund to ************ provided that he will send back the unit that malfunctioned and the copy of their sales receipt. The customer agreed and he was informed of the processing timeframe of the check refund that will be issued to him. No additional concerns were raised.

      Customer Answer

      Date: 01/11/2023

       
      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:01/04/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 baby camera monitor from Amazon on 7/30/22 the power button on the monitor has stopped working. I contacted Amazon who said I would have to go direct to Vtech and fill out this form because its a warranty issue. (***************************************************************) I have filled out the form 4 times over the last two weeks and still havent heard anything. They say they will get back to me in 2 business days. I would like to get it fixed or replaced. I have a toddler and this helps me monitor her during her sleep.Here is the message I have sent 4 times with all my contact information. Model VM819-2 *** ********* button on the monitor stopped working the only way to turn it off is hit the reset button every time. Can I please get a replacement? Im happy to send videos to show you. I can send screen shots of the Amazon receipt. The product is amazing just need the power button to work again. Happy holidays. **************** have attached a screenshot shot of the receipt and screenshot of them saying they would return my message. Any help would be really appreciate.Thanks,******* ************

      Business Response

      Date: 01/05/2023

      On January 5, one of our Corporate Escalation representatives called *********************************** to address the complaint raised. The representative was able to speak with ********************. She apologized for the inconvenience. The customer agreed to be sent a replacement baby monitor in advance. Once the customer receives the replacement product, he will then ship the malfunctioning product to us using the prepaid *** label that will be sent to his email. No additional concerns were raised. Tell us why here...

      Customer Answer

      Date: 01/17/2023

      Hi,

       

      Received the equipment yesterday. I cant figure how to mark this complete but it is done. 

       

      Thank you so much for the help.

       

      ************;

    • Initial Complaint

      Date:01/04/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 RM5766-2HD baby monitor on July 4th 2022 from Target for $144.15 (including tax). In October the cameras stopped connecting to the base station completely. I went through all troubleshooting steps which did not fix the issue. I emailed Vtech customer service regarding the issue on October 20th 2022. Email Reference # ******-000885. On October 31st I had still not relieved a reply and sent a follow up email. I received an email on November 1st asking to go through the same troubleshooting that was listed on the website in which I immediately replied that I had completed those steps. On November 3rd I sent a follow up email. I called Vtech on November 9th due to no reply and asked for a refund in which I was denied due to buying it from Target not directly through Vtech. I started going through the warranty replacement process instead which I sent all information on December 8th through email. No response was received yet again, so a call was made to customer service in which they immediately process the replacement for shipment on 12/28/22. I received the replacement on 1/3/23. Upon receiving the replacement, no sound from the cameras will come through the monitor station. I have been without a working monitor almost three months at this point. Please accept my plea for a refund for this device so I can safely watch my child.

      Business Response

      Date: 01/04/2023

      On January 4, one of our Corporate Escalation representatives called *************************************** to address the complaint raised. The representative was able to speak with **************************. She apologized for the inconvenience and explained the refund policy. The customer declined the offered upgrade for a baby monitor replacement. We reached an agreement to issue her a check refund as a courtesy. Ms. ********** was made aware of the process and timeframe of the check refund issuance. No additional concerns were raised.

    • Initial Complaint

      Date:12/22/2022

      Type:Product Issues
      Status:
      Resolved
      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 vm-***** baby monitor on Sept 3rd. It arrived broken, the monitor didnt hold a charge. I paid $93.16 I reached out to vtech for a replacement. On Oct 21st they sent a VM-819 PU baby monitor. Currently valued at $51.16 I realized the difference on Dec 11th, when I tried to set up the 2nd camera which isnt compatible with the replacement they sent. I reached out the them on Dec 12th. On Dec 12 their only response was to confirm it wont work with 2 cameras like the original I purchased and they would provided a discount code to repurchase. I requested a refund for the difference in products and have not had a response since then.

      Business Response

      Date: 12/23/2022

      On December 23rd, one of our Corporate Escalation representatives called *********************************** to address the complaint raised. The representative was able to speak with ********************. She apologized for the inconvenience and explained the refund policy. The customer agreed to be sent an upgraded baby monitor model as a replacement instead. It will have the same features as the original product. Once the customer receives the replacement product, she will then ship the malfunctioning product to us using the prepaid *** label sent to her last October 19th. No additional concerns were raised. 

      Customer Answer

      Date: 12/23/2022

       
      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:10/11/2022

      Type:Product Issues
      Status:
      Answered
      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 had purchased a vtech baby monitor model number VM901 for $126.67. I have been contacting vtech since March or April 2021 that the monitor has never worked properly. It is constantly losing signal and beeping even when I am right next to the camera. Now, the camera won't connect to my phone either which makes this monitor useless. Vtech sends me an automated step by step email but when I tell them it is still not working they do not respond any further. I have been trying to get this issue taken care of for over 6 months. I was going to accept an exchange but at this point I'd rather my money back so I can buy a monitor from a company with decent customer service.

      Business Response

      Date: 10/13/2022

      On the 12th of October 2022, our Corporate Escalations team contacted ******************************* to address the complaint raised. During the call, refund policy was explained and a replacement baby monitor was offered. ****************** agreed to get a replacement of an upgraded model. A replacement baby monitor, model number RM5764HD, was processed. The confirmation number of the replacement processed is *******. A *** prepaid label with a tracking number of 1Z4AW2589092272610 has been emailed to her as well so she can return the malfunctioning product to us after she receives the replacement product. No additional concerns were raised.

    VTech Communications Inc is NOT a BBB Accredited Business.

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