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:02/20/2025

  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.

  I bought a wyze camera from Wyze Direct, it quit working. I've emailed both wyze-direct and ****. Wyze doesn't reply, **** isn't helping, they said contact Wyze.

  Business Response

  Date: 02/25/2025

  Hello, as we have mentioned before we no longer wish to do business with you and will not respond to any further correspondence from you.

• Initial Complaint

  Date:02/17/2025

  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 a wyze video doorbell from a retailer around 5 months ago. The product stopped working in a couple of months, which is after the retailer's refund policy period was over. The product has one year ***lacement warranty from ****. I worked with their customer service to troubleshoot the issue, which was unsuccessful. Eventually they asked me to claim the warranty as none of the steps worked. After claiming the warranty, they mentioned that they don't have same product in stock, so either they can issue a gift card for their website or I can wait until the product is back in stock. The gift card is useless for me as I bought it when retailer had discount. The gift card will not cover the full price for the doorbell. So I opted for 2nd option. Few months passed, but their product is still not in stock and they have no idea when it will be. They are pushing me to get useless gift card and just add $5 or $10 extra when I still deny. If the same product is not in stock, that's not my fault. I asked them to send me another similar doorbell which is in stock, but they keep on saying that is against their policy. They don't want to honor the warranty claim, are just trying to offer some workarounds. Customer *** keeps telling me that doorbell V2 is slightly more priced that the gift card we are offering. Why should I pay the difference from my pocket? I am happy to get the same product in warranty ***lacement. Not my fault that it's not in stock for months without any tentative date. I am done putting money on their rubbish products which are backed by their pathetic customer service who just keeps going in same circles. Pls let me know if you can help me resolve this claim.[Wyze Ticket *******] Re: Wyze Video Doorbell v1 - warranty follow up

  Business Response

  Date: 02/18/2025

  Hello, as per our team your options for replacement are:
  

  1. Await inventory which we do not have a time frame on.

  2. Receive a Wyze Gift Card for the amount paid for your item.

  No other options will be offered other than these two options. We reserve the right to offer a physical replacement if applicable or a gift card in lieu of a physical replacement if a physical replacement is not available. We do not offer upgrades to newer models for replacements. As we do not know when the item may be available, we have gone ahead and issued the gift card with the promised amount. Thank you.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22954443
  
  I am rejecting this response because:

  The offered gift card amount does not cover any similar device on their website. As I mentioned earlier, I already waited for the same device to be in stock, but for months there is no update from Wyze, so I had to start the conversation again.

  The gift card that is only usable on Wyze website, and which does not cover the cost for any similar doorbell item. So basically you have designed your warranty claim in such a way that your customers are forced to pay more amount for the warranty claims. Sorry, I don't agree with this solution. I do not want to pay any additional ***** for these products which don't even work properly.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/25/2025

  We do not have an estimated time frame for restocking the item. We have issued a Gift Card to fulfill warranty obligations.

• Initial Complaint

  Date:02/14/2025

  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.

  I made a purchase for product on December 23, 2024. Order ************* this order I provided my address, historically how Ive received items and a **** ONLY PO BOX. Wyze sent the product to my physical address via ****. It was sent in a manner that had an ETA of nearly a month to arrive. The box got returned as a result of the manner it was shipped.I contacted Wyze via phone following the incident. I explained the situation and requested they correct the address and reship the product and please expedite the shipping. At this juncture I explained the importance of selecting the correct address depending on which shipping company they were using. I was told someone would get back to me to confirm within a day.Nobody called me back or emailed me to confirm anything. I called again and repeated the same process. I was told once the product was received they were going to correct the issue and take care of it. I again explained the shipping addresses and requested expedited shipping if possible. And again I was told someone would contact me.After waiting weeks, I called at the beginning of this week. I spoke with a representative, I attempted to explain the shipping issue again. She they said they did not have all of my items, I explained I needed these items this month. I said Id just order off of ****** because this was taking too long and to cancel the order. Unknown to me, she canceled only the items that were OOS, proceeded to send the product to the wrong address again, and its not expedited so it arrives while Im on my business travel out of state, exactly why I needed the items for in the first ********* Im told I cant process a return and though I requested it the same day I noticed they were processing the order to ship. The excuse, the ship the same day so I have to wait until April for a refund for an order placed in Dec because they hire people who cant communicate effectively and understand basic English? Poor service

  Business Response

  Date: 02/17/2025

  Hello, a replacement order was issued 2/13/2025.

• Initial Complaint

  Date:02/01/2025

  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.

  Sold a defective product with missingSold a defective product with missing hard ware, gave a customer service gift card for the missing hardware and inconvenience, once I was able to hook the product up it turns out to be defective and they will not issue a refund or a replacement. Even after they initially stated they would."*** (Wyze)Jan 31, 2025, 8:26AM PST Hi ***,Thank you for reaching out to the Wyze Wizards team and we're sorry to hear that you're still experiencing an issue with your Wyze Video Doorbell v2. My name is ***, from the Orders Team, and I would be glad to take over this ******** proceed with your request, could you please provide a photo showing the *** address of your Wyze Video Doorbell v2? You can find the *** address on the back of the device or in the Wyze app under the device info ******* this time, we can only process a Wyze Gift Card. The amount will be based on the cost of the Wyze Video Doorbell v2. Once we receive the required photo, well move forward with issuing the gift card.Let us know if you have any **************,*** | Wyze Wizard Visit our ************ click here Website | ******** | ******* | Instagram | YouTube"And then they tried to lower the amount in this one "Elycon (Wyze)Feb 1, 2025, 6:33AM PST Hi ***,Thank you for reaching out to Wyze Support. I hope this message finds you well. My name is ****** from the Orders Team, and I would be glad to take over this email to assist you further. We truly appreciate your patience while you waited for our reply.I'm sorry to know you're having a power issue with your Wyze Video Doorbell v2. We appreciate you taking the time to send the needed information. To ensure we send your $29.98 gift card code, could you please confirm your preferred Wyze email address? Alternatively, let us know if we can use your email address in this thread. Please let us know what works best for you.We'll be waiting for your response.Regards,Elycon | Wyze Wizard"

  Business Response

  Date: 02/04/2025

  Hello, a refund has already been issued for this complaint on 2/4/2025. Refunds may take 3-5 business days to process back to your account.

  Customer Answer

  Date: 02/10/2025

   

  It is not helpful,  when the company first sent the product they failed to include hardware to mount it including the wedge.

  They offered a gift card as an apology for the inconvenience and to cover the cost of the hardware.

  Once I was able to purchase the equipment it turns out that the unit was defective. 

  So the "refund" they offered was them canceling the gift card and sending it to my debit card.

  Their customer service team before this assured me I would be getting a refund as well for the device and then a few days later decided they were not going to do so.

  The company is still owning funds.

  Business Response

  Date: 02/17/2025

  Hello, as mentioned a refund has already been issued. Thank you.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22888106
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ********

  A gift card was given for the missing parts, parts I had to go and purchase and it was never stated it was a refund. Once I had the parts it was shown the device was defective a ***resentative then stated they would issue a refund for 29.99.

  Another *** decided they didn't want to and instead of issuing the refund as stated they canceled the gift card that was issued for the missing parts. I have the e-mails and have challenged your company to show me the email where they stated it was a refund, you have failed to do so because it never happend.

  If I need to file in small claims I will do, it will cost you much more if I am forced to do so.

  Or your company can do the right thing and honor what your ***resentatives stated they would do.

  Business Response

  Date: 06/27/2025

  Hello, as we have mentioned a full refund was issued for the product not just parts/hardware. The decision was made to issue a refund due to missing items. The user is not owed a gift card at this time as we issued a refund for the product, we disabled the gift card we initially offered due to the refund. We have attached a screenshot of the refund from the product page on our side, we usually do not issue a refund for shipping and handling but allowed a one-time courtesy for this case as well.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 22888106
  
  I am rejecting this response because:

  The company is lying, and has continued to lie through this whole thing.

  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:02/01/2025

  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.

  On June 25, ******************************************************************* through switching my plan to an annual plan. He never said anything about this not ending the monthly plan and having to cancel that separately. Today I was going through bank statements and found that they have continued to charge me for the monthly subscription on top of the annual plan that I paid in full on June 25th . I contacted the company. They did get the monthly plan cancelled but say they can only refund one monthly charge and I just have to eat 6 months of monthly payments that I have paid for. They refuse to refund the other months or give me any value for the money they continued to take. Their system should not allow you to have both, the unlimited monthly plan and the unlimited annual plan. It is just a way to allow them to steal customers money. They acknowledge that I've been paying for both.

  Business Response

  Date: 02/04/2025

  Hello, we had our team take a look at this and a refund has been issued. Refunds may take 3-5 business days to reflect back to your account. Thank you.

• Initial Complaint

  Date:01/29/2025

  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 recently got a wyze nanny cam & tried to cancel my order but it was too late. I now have it, but I never opened it because I dont want it. Ive tried to return but cause I accidently deleted the email I dont have the order #. Without it they wont let me proceed with the return. Ive been on hold for an hour. Nothing but AI generated bots in the help chat & email help. It has to be returned within 30 days is why they make it hard so youll be stuck with it. Its still in the *********** want to return it for my refund. Many other people are reporting this same complaint on their ******** reviews.

  Business Response

  Date: 01/29/2025

  Hello, it looks like you spoke to our customer support and let them know your issue has been resolved. Order numbers will be available in your account under the "My Orders" tab. Thank you.

• Initial Complaint

  Date:01/23/2025

  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 4 WYZE Labs cameras for my home, set them up and they work fine. But when I logged out and tried to log back in, the website sends a two-factor authentication code to the customer's email to type in. The problem is that they don't send it. I've tried repeatedly for almost 2 hours to get into my account, I've checked my spam folder, trash folder, I've contacted them by email, but they keep sending the same thing. They send a ticket number and ask me to send them an email. I've sent close to 20 emails, but they still don't send my code, so I can't get into my account or use the cameras. I've even reset it several times, but to no avail. There is no live person to speak to since they don't give a phone number. Their customer service is horrible. I've read others complaints about the same thing from other people. I can't use the cameras now because I can't get into my account. I feel like this company is a scam. I've wasted my money on a fly-by-night company.

  Business Response

  Date: 01/29/2025

  Hello, our team has sent further troubleshooting. Please check your most recent email and let our team know if this works for you. Thank you.

• Initial Complaint

  Date:01/22/2025

  Type:Delivery 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.

  The product was not delivered. I have video camera that proved that at 11:30 one night the item never was delivered. I bought the item at ********** the next day. I also paid for shipment protection.

  Business Response

  Date: 01/23/2025

  Hello, I'm sorry to hear your order may be lost but no worries! It looks like you have purchased the Order Protection shipping protection. This means you will need to file a claim directly with Order Protection. 
  Please visit this site for more information on how to start your claim:

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

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22846317
  
  I am rejecting this response because: After 45 days they do not honor the complaint.  But, I have been in contact with them the whole time and have only got a "run around".    Seems they wanted to run out the clock.   The problem seems to be the shipping company that took 8 days in a location 30 miles from me before they said the item was delivered.  I have video cameras that shows no delivery at 11:30p PM at night on the day they said it was delivered.  I'm guessing they lost the item but wanted to clear their books.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/29/2025

  Hello, as you have purchased Order Protection you must run your claim through Order protection. Please visit this site for more information on how to start your claim:
  **********************************************

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22846317
  
  I am rejecting this response because: I have video camera that proved no shipment was delivered at 11:30 at night.  I contacted the protection organization but since I have been challenging the issue for more that 45 days they disregard the claim.  I want to see a picture of the product on my door.   UPS delivered a package today and took a picture as they left it.   The item sat in a distribution center 30 miles from my house for many days before it was coded delivered.  I believe it was lost of discarded.    This is an issue that i don't want others to have to fight.   The delivery company, ******, has a rating of 1 star with tons of complaints.   At this point, who do you believe.  Me or someone rated as a 1.
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 02/04/2025

  I have received a refund. 
  
  Thank you for your efforts.
  
  **** ******
  

  
  

• Initial Complaint

  Date:01/22/2025

  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 these items on November 7th and 8th of 2024. I received them approximately 10 days after purchase. I contacted them on December 18th through their website to return the items. They were brand new and in the box and unable to be used. Unfortunately. I purchased the wrong item and these weren't going to work. I told them I wanted to exchange them for the ones that I did need. They told me I was outside of my 30 days. I told him they were brand new and that I wanted to purchase new items from them and if I could just exchange that would be perfect. They told me no problem that they would give me a store credit and I could make my purchase. It took 11 days to receive store credit. I did send back the original items. The store credit they gave me totaled, $64. I paid $190. When I asked them what the issue was since I paid for shipping and handling to return the item and they were brand new, they just said well. You are submitting them late for refund and we're doing you a favor. I didn't want to argue. I just wanted the items I needed. Those items were not available completely out of stock. So I chose another item and it kept telling me that delivery wasn't available. I have emailed them back and forth for weeks with zero resolution. I am unable to use the pathetic amount of credit that I received and they refuse to refund me any money back to my credit card. I have attempted to purchase items from their website several times thinking maybe something changed but nothing has. They essentially stole my $190 plus shipping and handling out of my pocket. I could have sold the two brand new cameras myself and gotten more than that. At this point they just keep refusing to help me purchase anything and they refuse to refund me anything.

  Business Response

  Date: 02/04/2025

  Hello, we have taken a look at the returns and have broken each order down to this:
  
  In your first order you returned Wyze Cam OG Telephoto which was purchased for $65.98 pre-tax. You did not return the Wyze Video Doorbell Pro. The total refund after tax would be $64.11 as a return shipping fee was applied. We are willing to waive the fee in this case and adjust the gift card to $70.10.
  
  In your second order you returned Wyze Cam OG which was purchased for $19.98 pre-tax, however this order had a discount applied to it which brought the order total down to $11.31 in total. The cost of this return in total would be $0.71 before we add the return shipping fee. If we put the return shipping fee back in you would be receiving $7.00.
  
  Order protection and shipping & handling are non-returnable items. 
  
  We will go ahead and cancel your prior gift cards and reissue them for a total of $92.10, which will include the cost of the items returned and the $15 credit used on your second order. Any items that were not returned or were not eligible for return will not be included in this gift card. Thank you.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22843608
  
  I am rejecting this response because I am unable to use the gift card to purchase from their store for the item that I want. I've tried working with the customer service department and they told me that the so-called glitch is not able to be fixed. So the amount that they are refunding me in a gift card is unable to be used in their store.
  I want a refund to my original payment source so I can purchase the camera I want on ****** with the gift card money. 

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/17/2025

  Hello, once a refund method has been chosen and issued we are unable to change the request. We apologize for any inconvenience this may cause.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22843608
  
  I am rejecting this response because I was not given the option on how I wanted the refund. They automatically gave me a gift card. I cannot use the gift card on their website, therefore it is worth nothing.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/25/2025

  Hello, when using our returns portal the user must select if they would like a gift card or a refund. The gift card option was selected and we are unable to change that once the return has been processed and refunded.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22843608
  
  I am rejecting this response because:

  I was told that was the only option I had to hit because they were not going to give me my money back. Otherwise. They think it sounded like I'm the one that chose it when that was the only option they gave me. This company is ridiculous!
  

  I'll be filing a formal complaint with the attorney general's office if this does not get resolved. 

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/05/2025

  Hello, our returns portal is automatic and cannot be edited by support agents. When using the returns portal the user has the option to select if they would prefer a gift card or a refund to their card. The return for a gift card was selected and agreed upon when using the portal. Once the items have been returned and refunded to a gift card we are unable to edit the refund method. We apologize for any inconvenience this may cause.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22843608
  
  I am rejecting this response because: If you are unwilling to refund the amount then figure out a way to ship me the wireless doorbell that is in stock but yet states it can't be shipped. It is the same exact one that I purchased and I'm currently using with you. Put the gift card towards that. I will pay the difference. Just get it shipped to me.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/07/2025

  Hello, our team will reach out regarding this. Thank you.

  Customer Answer

  Date: 03/14/2025

   
  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:01/10/2025

  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 purchased a Wyze home monitoring plan with the knowledge from the website that I would receive a free year of cam plus included. This is mentioned more than once on the website. Upon calling to try and get this resolved I was told that I had to purchase sensors, which I informed them this is not mentioned anywhere on the website. After awhile they changed their reasoning saying I had to purchase it from a specific link on their website, again, not mentioned anywhere that it had to be specifically from one place. Upon asking if I could cancel/refund the monitoring and purchase through the specific link I was informed they do not allow refunds for services and so I could not and that they would not honor the cam plus and sprinkler plus one year free subscriptions advertised. I am seeking to receive the free one year license that was advertised on their website.

  Business Response

  Date: 01/16/2025

  Hello, one of our specialists will reach out about this issue. Thank you.