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:12/05/2022

  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.

  Ordered three products from Wyze. Only received one of the three now company won't refund my money from something I have yet to receive Order number US ******* I have made numerous calls and emails this company has stolen from me. With our the window mount the camera is useless in my home

  Business Response

  Date: 12/06/2022

  Hello, a refund for your missing items was already issued on 12/5/2022.  Refunds may take up to 3-5 business days to reflect back to your account.  If you need to process a return for any delivered items, please visit our returns website:

  https://www.wyze.com/apps/returns

  Thank you!

• Initial Complaint

  Date:12/04/2022

  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 like my Wyze camera although it stops recording often. However I have been charged twice this month and charged another time for a Black Friday promotion for a camera I already have and received a year ago. The charges show up on PayPal and my bank account but not on my account on their website. Only one charge shows. I received another message saying I would be charged again next month. How when the website says we only pay $1.67/month. I only have one camera. I paid for a third camera $30 last year and never received it. Clearly there is some shady business going on and I am not okay with this. I have also filed a complaint on PayPal. I am requesting a refund for the $30 I paid for a camera I never received last year.

  Business Response

  Date: 12/06/2022

  Hello, we have cancelled this subscription and issued a refund.  Subscriptions are auto-renewing unless cancelled prior to renewal, once the cancellation is complete our system will stop your subscription from renewing.  Thank you!
  

• Initial Complaint

  Date:11/30/2022

  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 this UN-needed scale. It's supposed to connect to the Wyze app. However, utilizing the unique features, ie. %body fat, only works if connected to the app. Strange because in college, we had devices that did this, and they were not connected to the internet, apps...After reading through their online info, and product info in the packaging and wasting time on the phone with people they hire who have zero authority to do anything other than repeat what's online, I have spent over three hours on this "junk"!! Completely UNACCEPTABLE. FTC needs to regulate companies that do not provide adequate support to consumers. While on the phone, the people, again, who seem trained to only repeat what's written on their website, I was told they were "transferring my ticket, and ____ would assist me." Since the statement was primarily ambiguous, I had to insist on the rep transferring me so I could just be done with this and get my return authorized.I repeatedly asked what to expect because she refused to transfer my call. I insisted because, sadly, nowadays, most companies need to offer genuine customer service, people to answer the phone who can help vs. repeating what's online. Massive consumer time is wasted with "offshore" call centers, which cannot truly help most customers. The initial reason for my call was the product doesn't connect to the internet. I was told this is a known problem, YET they are still selling it, and I just received it yesterday. Because I bought it on sale, they told me it's not returnable, so I had to tell them this is a warranty issue. I had to repeat that because they were repeatedly repeating the sale policy. Argh! The last rep told me as soon as we "properly end the call," someone would reach out to me. That was even after I insisted on being transferred because I didn't trust someone would get back to me. Nearly three hours later, no one called, and no one sent me an email! ARGH!!

  Business Response

  Date: 12/01/2022

  Hi there, we are very sorry to hear about your experience with your team and with your scale.  It looks like our team has sent a pre-paid return label to you so you may return your device, please check your email for this label.  Thank you!

• Initial Complaint

  Date:11/27/2022

  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.

  I placed an order PRE ORDER and PRE PAID for 4 cameras V3 pro fixed cam on October 27, 2022 paid in full pre paid and charged $209.00 (and change). Company charged card and stated in note that shipments start on November 4th. I inquired about delays (today is Nov 27) and then requested a FULL CREDIT bc WYZE LABS charged my card and took money and the shipment is unfulfilled and not even shipped yet.I advised the company I WILL order cameras which they have in stock instead of the latest V3 which clearly they don't have in stock and clearly are facing delays in shipping or product manufacturer. Simply stated the customer doesn't want to wait ENDLESS amount of time not knowing when the product will ship or arrive. Again the original date was Nov 4th to ship on their website. I don't have the product and shipment and order is unfulfilled. I requested the full credit and cancelling of order bc of THE COMPANY delays and failure to provide a service or product for money which was already taken. The reply from the Company representative was "they cannot process returns or refunds". This is absolutely unacceptable and am escalating as a result of the company position. It is ridiculous that the customer doesn't want to wait an INDEFINITE amount of time for the product, we seek peaceful resolution and are Essen stonewalling. WYZE takes the money on pre order, possibly accepted way too many pre orders and now cannot fulfill product shipments. Refund the credit card charged in full on Oct 27th for the full amount charged. ORDER # US - ******* $209.74 Thanks

  Business Response

  Date: 11/28/2022

  Hello, we have successfully cancelled and refunded this order. Due to higher-than-anticipated demand, some orders were waiting to be fulfilled, including yours, and were really sorry about that.
  
  We know this isnt ideal. Thank you for your patience as we get this all worked out.

  Customer Answer

  Date: 11/28/2022

   
  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:11/26/2022

  Type:Billing 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 was charged $43 for cam plus on two cameras. Both cameras are only giving video recording of 12 seconds. With the subscription they should be recording any movement for the remainder of time. I have asked them to remove this charge due to services not rendered, and the company has refused. I have also tried disputing with the credit card company, but since they have proof I purchased the subscription they will not refund. I only want refunded for a subscription I did not receive.

  Business Response

  Date: 11/28/2022

  Hi there, it looks like we are unable to locate any services under your account. If you used a different email address to sign up with your services, please provide that to our Wizards team (support.wyze.com) so we may help further. If you purchased through the Wyze app we are not able to see this on our side. We would recommend taking a look at the FAQs for in-app purchases here:

  https://support.wyze.com/hc/en-us/sections/360012077392

  You may cancel your in-app purchase license using the following steps:

  For iOS users: Login to the iCloud account > subscriptions > active subscriptions > edit subscriptions > cancel.
  
  For Android users: Log in to the ****** Play Store account > three lines on the top left corner > subscriptions > active subscriptions > cancel.
  
  Once this is complete, the subscription will stay active until the end of the pay cycle and will not auto-renew. All subscriptions are non-refundable, and we are not able to provide any refunds for In-app Purchases. Thank you and have a great day!

• Initial Complaint

  Date:11/18/2022

  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.

  Earlier this yr, purchased a mid $30 dollar headphone from Wyze Labs. 2 months later, a crack happened, then 2 weeks later a 2nd crack. Wires became twisted. Could no longer use the headphones. On around Oct 25th & Oct 27th contacted Wyze online to ask for help. ******* responded and offered to replace headphones. I said yes. They have not sent a replacement headphone to this day after more emails, phone calls. Ignored for couple more weeks. On Nov 18, 2022 again they offered a replacement after complaining to them again.I told them i didnt want their inferior product, just refund me the $30

  Business Response

  Date: 11/21/2022

  Hi there, it looks like we are missing required information to replace your item. We will need this information to proceed with a physical replacement. As you have not provided this information our team opted to offer you a $30 Wyze Gift card, due to the age of your original order no refund will be offered as it is outside of our 30-day return policy.

  We have gone ahead and issued the $30 Wyze Gift card to your account. If you have any questions, please feel free to follow up with our team (support.wyze.com). Thank you!

• Initial Complaint

  Date:11/18/2022

  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 received a 14 day trial of Wyzes Cam Plus product and it worked great on my outdoor camera. I purchased an annual subscription of Cam Plus and mysteriously the license cannot be added to the camera. I contacted their customer service to address the issue and so far received four different responses to why I cannot apply the license to the product. None of the responses make sense. I find it odd that the free trial works and one you pay it does not. Wyze stole my money and I want a resolution.

  Business Response

  Date: 11/21/2022

  Hi there, it looks like this was a known issue that has been resolved by our team.  If you are still running into this issue, could you please reach out to our Wizards team (support.wyze.com) for further assistance?  Thank you!

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18432613
  
  I am rejecting this response because:the issue is not fixed and I am not dealing with a different representative each time I contact Wyze only to get a different answer.  Address the issue and have a live person from Wyze contact me. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/01/2022

  Hello, we are having one of our specialists reach out to discuss your issue further. Thank you!

• Initial Complaint

  Date:11/14/2022

  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 paid for a subscription but the subscription is not available in the Wyze app or via their websites. I contacted them but the issue was not resolved. Two different credit cards were charged for 2 different subscriptions for the Wyze cameras. I researched Wyze, and how they are rated by other customers and found that 87% of customers rated them badly on Trustpilot https://www.trustpilot.com/review/www.wyze.com.

  Business Response

  Date: 11/16/2022

  Hi there, it looks like our team sent a credit to you for this issue.  If you have any questions on how to use your credit, please reach back out to our Wizards team (support.wyze.com) for further assistance.  Thank you!

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18400326
  
  I am rejecting this response because: A credit was not sent. I already contacted Wyze about this before involving BB. I did not receive a response from Wyze and NO credit is applied to my account. Provide me with a refund please.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/29/2022

  Hi there, a $5 gift card was applied to your Wyze account. Services credits are not visible on our website, but once you purchase a subscription, it will cover the cost of the charge. Services credits are automatically applied when processing a subscription purchase/renewal.

  We apologize for any inconvenience but at this time, we are unable to access or edit any subscriptions obtained through in-app purchases as Apple and ****** do not share that information with us. Since this was an in-app purchase, please reach out to Apple (for iOS users) or ******s (for Android users) customer support for further assistance. 
  
  Please note that all subscriptions purchased via the Wyze app are non-refundable.

  You may read more about in-app purchases here:

  https://support.wyze.com/hc/en-us/sections/360012077392

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18400326
  
  I am rejecting this response because:

  They DID NOT provide a gift card and why give me a $5 git card when I paid $12?

  They should provide me with the subscription that I paid for seeing that they do not want to provide a refund. 

  I purchased the subscription through their app and not through ****** pay.

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

• Initial Complaint

  Date:11/08/2022

  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.

  Not as advertised I purchased a wyze cam v3 pro. It advertises a 2k video quality. I have several v3 ****p cameras. The wyze v3 pro resolution is not 2k and is worse than the ****p camera. On wyze website they show a picture with letters that says the new camera is a lot sharper. The video quality is also worse. Colors and shades are worse than the v3.

  Business Response

  Date: 11/10/2022

  Hello, if you would like to process a return, please use this link to do so:
   
  https://www.wyze.com/apps/returns

  Returns are automatically refunded once they have been received by our warehouse team. Thank you!

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18376794
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 11/18/2022

  Item was not as advertised. Wyze did not refund the $59.99 I paid. They provided $53. 

  Since the item was not as advertised I should receive a full refund

  Business Response

  Date: 12/01/2022

  Hi there, when a return is initiated, any refund will include the purchase price of the returned product and any associated sales tax. The shipping charge associated with the original purchase will not be refunded. You may read more about our Return Policy here:
  https://support.wyze.com/hc/en-us/articles/360032077272
  
  

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18376794
  
  I am rejecting this response because:
  Wyze sold a product that was not as advertised and did not function as promised.

  A full refund is required it was not my fault Wyze misrepresented the product. 

  A class action lawsuit for overcharging consumers would remedy 

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

• Initial Complaint

  Date:11/08/2022

  Type:Customer Service 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 two cameras from wyze and their cam plus service, which charges me a monthly fee. They promise to provide automatic video recording services. If a Courier delivers the package, the delivery process should be recorded automatically. But their service only recorded 12 seconds of video. So I questioned them. They think that is my problem and they keep questioning me. I cooperated with them on all the tests. Everything is good . Finally their customer service told me, **********: This might be a possible bug due to app and firmware updates. We are still yet to determine this though. So they still didn't solve my problem, and they didn't offer any compensation or solution. They simply ignored my pleas for help. I asked for a solution to my problem. If they can't solve the problem, they need to compensate me for the cost of buying the camera and the service cost.

  Business Response

  Date: 11/10/2022

  Hi there, we are very sorry to hear you are running into this issue.  We would recommend taking a look at this article for further tips on how to resolve this:

  https://support.wyze.com/hc/en-us/articles/360059980152

  If you have purchased your subscription from the app and would like to cancel, please take a look at this page:

  https://support.wyze.com/hc/en-us/articles/5669918582171

  Thank you!

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18376627
  
  I am rejecting this response because:They didn't contact with me 
  
  Sincerely,
  
  ***************