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:11/03/2022

  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.

  Wyze determined that my lock was defective, they asked for a picture of the receipt and a picture of the back of the lock, and I provided them, then they claimed that they can't verify my purchase. I believe they violated the 30-day manufacturer warranty. [Wyze Ticket *******]

  Business Response

  Date: 11/04/2022

  Hello, we have found many inconsistencies with your request.  We will no longer be replying to your correspondences and will not engage with you further.
  

• Initial Complaint

  Date:11/03/2022

  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 have a WYZE home security system. It used to work well.Over the past several months there have been at least 25 occasions where my WYZE hub has sent an alarm to the monitoring company AFTER I have disarmed the alarm upon entering my home. There have been other occasions where entering the code failed to disarm the alarm, and occasions when the phone app failed to correctly identify the status of the alarm system. The clincher was this past Sunday when the local police showed up saying they had been summoned by the home security service. Despite numerous phone calls to WYZE customer service asking that these bugs be corrected, nothing has been done. I have asked the customer service ***** ***** far and wide around the globe, to get a message to the home folks in ******* to please call me. WYZE has been indifferent, unresponsive, unprofessional, insensitive, negligent, and incompetent. As far as I am concerned, their customer service and care is worthless.

  Business Response

  Date: 11/04/2022

  Hello, we are very sorry to hear about your experience with our team and would like to elaborate further. Here are few tips to follow in order to prevent false alarms from occurring:
  
  -Installing the motion sensor using the instruction from the manual. Especially when your family have animal friends.
  -Properly train all home members and users, such as babysitters and visitors.
  -Secure doors and windows before arming.
  -Remember your PIN so you can disarm timely.
  -Remember your Safe Word so that you can cancel the alarm when the monitoring center is verifying with you.
  -Periodically check if the sensors are attached to the window or door firmly.
  
  We understand youve received some charges for false alarms. These charges are not initiated or managed by ****, nor does Wyze have insight into these charges. Please feel free to reach out to our monitoring partner, Noonlight, for any questions or concerns you may have regarding these charges. You can reach them by sending an email to ******************.
  
  We hope that helps! You can read more about Wyze Home Monitoring in our *********** here:

  https://support.wyze.com/hc/en-us/articles/360051818932

  Thank you so much for reaching out to us and for taking the time to provide this context. It's valuable feedback like this that helps us grow.

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18352633
  
  I am rejecting this response because:

  Nothing speaks more eloquently to the utter indifference and ineptitude of **** than their response to my complaint.
  
  
  Their default reaction is to claim operator error and dismiss their liability for their flawed hardware and software. I doubt seriously that anyone there even bothered to examine the details in my message. Their missive is obviously a canned, pre-written, standard response that fails miserably to address the issues at hand.
  
  
  THERE IS NO OPERATOR ERROR. EVERY SINGLE ONE OF THE DOZENS OF FALSE ALARMS AND CALLS TO EITHER ME OR THE POLICE FROM THE NOONLIGHT MONITORING SERVICE HAS RESULTED FROM ****S EQUIPMENT SENDING AN ALARM AFTER I HAVE PROPERLY ENTERED MY CODE AND DISARMED THE SYSTEM, AS VERIFIED BY BOTH THE KEYPAD VERBAL PROMPTS AND THE LOGS ON MY **** MONITORING APP. EVERY SINGLE ONE. IT IS ****S EQUIPMENT THAT IS S******* UP, BUT THEY REFUSE TO EVEN ACKNOWLEDGE THAT THERE IS A PROBLEM.MUCH LESS CORRECT IT.
  
  
  The screenshot from my **** app that I attached to the original complaint is just one recent example of an all-too-frequent occurrence. Sunday, Oct 30. The system was armed at **** when I left for church. I returned and entered my home at ******, and disarmed the alarm at ******, a mere 14 seconds. Nevertheless, 18 seconds later, the **** system, unbeknownst to me, silently sent an alarm to Noonlight that should not have been sent of a breach that never happened. Since my phone was still in the car, I was not aware that Noonlight was calling. Im sure **** would like to scold me for not having my phone, as I could have cancelled the call to the police. The point is that Noonlight should not have been calling because the alarm should have never been sent.and that is ****s fault and total responsibility. They should be owning it and doing something about it instead of being burying their collective heads in the sand.
  
  
  This has happened over and over and over--for months. Except for my phone being the car and the police showing up, this exact episode has repeated itself ad hoc, but with increasing frequency, and despite numerous calls to **** describing this problem and asking for a fix. I did have one fellow at customer support (a loooooonnnnng time ago) stay on the line with me as I demonstrated the problem. I armed the system, opened my door, and disarmed the alarm as he heard all the chimes from the hub and the vocal prompts from the keypad. We waited, and sure enough, after another twenty seconds or so the texts and phone calls from Noonlight commenced. We attempted to fix the issue by cancelling and re-subscribing to the monitoring service. But it has not solved the problem. So, that one person at **** has verified that theres an issue. But that was months ago, and nothing has been fixed.
  
  
  The firmware for the ********** was updated a couple of days ago. We'll see if that has fixed the issue. But still, no one at **** has called or otherwise contacted me directly to address my problem, despite my repeated requests. Until and unless the problem is solved and I am notified personally, I stand 100 percent behind my previous statement: "**** has been indifferent, unresponsive, unprofessional, insensitive, negligent, and incompetent. As far as I am concerned, their customer service and care is worthless." 

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

  Business Response

  Date: 11/21/2022

  Hi there, we would also recommend making sure your Wyze app is fully up to date to avoid any further issues. If you're on Android, go to the Google Play Store. If you're on iOS, go to the Apple App Store. Tap Install (Android) or Update (iOS) to update the app.

  If you have received any charges for false alarms please reach out to our monitoring partner, Noonlight, for any questions or concerns you may have regarding these charges. You can reach them by sending an email to ******************. These charges are not initiated or managed by ****, nor does Wyze have insight into these charges. Thank you!

• Initial Complaint

  Date:11/01/2022

  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.

  On October 8th, my Wyze Cam Plus trial ended on two of my cameras. The Wyze app asked me if I wanted to purchase the annual subscription. I went ahead and made my purchase using PayPal via the Wyze app. Then I noticed that my cameras were not recording more than seconds at a time and stopping in the middle of the activity. They advertise 5 minutes back-to-back, if necessary, and I'm barely getting a minute of record time right in the middle of some action, such as a person parking in front of my home, getting out of their car, and then the camera stops recording at less than a minute. I have no idea what happened after that because there is no other recording. It just abruptly stops. So what am I paying for? I can get the same less than a minute recording without Cam Plus. Tech support was useless.I paid $39.99 for a subscription for 2 cameras for absolutely NOTHING. The worst part is that **** refuses to take responsibility, just saying it happens a lot, and I need to get a refund. But they wasted over an hour on the phone and ultimately said that if I paid thru their app, they "don't have the tools" for a refund. So they referred me to ******* who promptly denied my request because they do not refund for lack of or defective service. They only have 2 reasons, and they are accidental purchase or unauthorized charges, neither of which applies to me.Then I called Wyze back today, another hour, and they referred me back to ******* I'm going in circles here, wasting an hour-plus each time I call them. They are in ***************, and they refuse to transfer me to someone in the **. I can't even speak to a supervisor in *************** either. I just get agents who are basically robots and who keep repeating the same thing! $39.99 for NOTHING is FRAUD. I want my money back ASAP!Wyze is responsible for purchases on their app! And if not, ****** should be. But someone has to refund my money! Had I known this was a scam, obviously, I would have never purchased it!

  Business Response

  Date: 11/02/2022

  Hello!  The in-app purchase option is a function in the Wyze app that allows you to make purchases directly from the app itself. Any subscription purchased in-app is managed solely by Apple or ******* These cannot be accessed by Wyze and are non-refundable.

  You can cancel via the iCloud/Play Store account with 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!

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18341649
  
  I am rejecting this response because it seems that I just got a canned response and nothing that I included in my complaint was really understood nor cared about. READ THIS CAREFULLY, WYZE BOT:

  I PAID for a service that I am NOT RECEIVING! That is called FRAUD, and it is illegal in *****************! You are NOT ALLOWED to charge me $39.99 for absolutely NOTHING! You are robbing me, and that is also ILLEGAL in *****************! Wyze should be responsible for providing the service that is promised with the subscription that is purchased through the Wyze app! It is INSANE that you can just flippantly say that you are not responsible and that all subscriptions are non-refundable! Had I just decided that I didn't want the subscription for no reason, and the cameras were functioning as promised with the paid subscriptions, I would understand. BUT THEY ARE NOT! The two cameras I paid the subscriptions for have NO EXTRA BENEFITS compared to the others that do not have subscriptions! I WANT MY MONEY BACK NOW! You are scammers and con artists - both you and ******* I don't care who is responsible, but I got tricked into purchasing your crappy, useless subscription, believing that I would have those extra features, and I got nothing but a big FAT headache and a $39.99 deduction from my bank account!! I sincerely regret ever dealing with ****. You are obviously unscrupulous and could not care less about your customers. All you do is release more and more crappy products with tons of glitches and bugs and NO support. That's why so many people are turning their backs on you now. You will go down, and I will be so happy when you do! YOU DESERVE IT, you bunch of greedy losers!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/10/2022

  Hello, due to the regulation of the Apple App Store and ****** Play, when you cancel the subscription, youll be able to keep the function of the subscription until the end of the billing cycle. You will NOT receive a refund for your unused time.
  If you choose a more expensive plan compared to your current ones, youll be refunded for the unused time for the current plan and be charged for the more expensive plan immediately.
  If you choose a cheaper plan compared to your current ones, the change of billing will take effect starting from the next billing cycle.

  If you would like to cancel your plan, please take a look at this article on how to do so:

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

  Thank you!

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18341649
  
  I am rejecting this response because, again, they are simply giving me blah, blah, blah and ignoring my situation. I GOT RIPPED OFF! I RECEIVED NO SERVICE FOR THIS SUBSCRIPTION! Are you not understanding this? I purchased it at ****'s insistence THROUGH THEIR APP, but they forced me to use ****** to pay for it. Now nobody wants to take responsibility for ripping me off! They can't fix the problem, so they sent me to ****** to "dispute the purchase" so I can get my money back. They told me that this happens often, and PEOPLE ARE REFUNDED by ******. WRONG. ****** couldn't care less!

  So since Wyze knows this happens often, they are at fault for not fixing it. THEY ARE SCAMMERS, knowingly selling subscriptions FOR NO SERVICE. That is called FRAUD, and it is illegal! I will make sure you are investigated because I am sick of all your garbage products that I've wasted my money on. I have 5 cameras, two of which no longer work - EVER, two of which have subscriptions that do NOTHING but steal my money, and another that has constant glitches, missing a lot of important footage! PURE GARBAGE. Everyone is switching to Eufy now, which is 100 times better than Wyze and has excellent customer service. They respect their customers' time and don't greedily steal their money, as **** does. Their customer service doesn't involve dealing with people who barely speak/understand English, and who only know how to apologize, make false promises, and put you on hold forever or transfer you ASAP so they don't have to do their job! Wyze needs to be investigated and shut down ASAP! Everyone knows what kind of c*** company they are now! STOP MAKING MORE GARBAGE AND FOCUS ON PROVIDING GOOD SERVICE FOR THE PRODUCTS YOU ALREADY HAVE! You truly disgust me, you greedy lowlifes!

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

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair 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 have a wyze cam v2 and was working find and their company prompted to do software update. I did it and my cam stopped working. Work with reps to troubleshoot and is not resolved . My camera is out of warranty they said but main concern is it was working fine before update. There is no ownership of issue and i am forced to buy new one when it was working fine before update. They did not even offer to investigate on their update and i research forums and i am not the only one. What happens if this happens on my other wyze cams? am i out of luck if their next firmware s**** my camera again?

  Business Response

  Date: 10/26/2022

  Hi there, one of ************* members has reached out to you for further information. Please check your email for this correspondence. Thank you!

  Customer Answer

  Date: 10/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory. They said cam may have been bricked upon firmware update and trouble shooting failed but reissuing replacement and received apology.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/21/2022

  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.

  Bought Wyze security camera from Best Buy. camera did not record sound on recordings as advertised. contacted Wyze tech support. They troubleshooted and replaced camera. New camera still doesn't record sound. Requested refund from Wyse as it is past stores return policy timeframe now. Wyze will not refund money only provide gift certificate. I'll never buy their products again so gift certificate is useless to me I want $39.95 back and $10 more for all my aggravation the last 4 weeks.

  Business Response

  Date: 10/24/2022

  Hello, per our Refund Policy:

  "Only items that have been purchased directly from Wyze through the Wyze Store can be returned to Wyze. Items purchased through Wyzes authorized resellers and distributors must be returned in accordance with their respective returns and refunds policy."
  

  If you purchased one of our products from an authorized reseller, they are the only ones able to give a direct refund, Wyze will only be able to provide a gift card or store credit for the amount of the purchase. It is as Wyze's sole discretion if we will issue a gift card, replacement, or refund (only available for products purchased from wyze.com or ca.wyze.com). You may read more about our refund and warranty policies here:

  https://support.wyze.com/hc/en-us/articles/360032077272

  Thank you!

  Customer Answer

  Date: 10/26/2022

   
  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:10/18/2022

  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.

  Terrible business! They posted an offer that I purchased which was a bait and switch. Paid for (2) Segway scooters that were stated to be "delivered in 5-7 days; shipping notice emailed". It's been ONE WEEK and NO shipping notice. Called Wyze and they said "order is still processing; you will get a shipping notification". Bottom line is they don't stock the product and without any disclosure to the customer, rely upon a third party company to drop ship the products to their customers. They deliberately withhold this information and should NEVER post a 5-7 day delivery when it could take several weeks. COMPANY ALSO SAID THEY COULDN'T CANCEL THE ***** WHILE IT WAS STILL PROCESSING; WOW. Customers are defenseless as long as they continue to get away with this!

  Business Response

  Date: 10/19/2022

  Hello, It *** take anywhere between 2-5 business days for your package to ship, and 10-14 business days for your package to arrive. For this item the expected delivery time frame is 5-7 business days after the item leaves the warehouse. You *** find more information about our shipping policy here:

  https://support.wyze.com/hc/en-us/articles/360032419251

  Please note: Your shipping date *** vary based on the date you placed your order. We currently recognize all bank holidays and therefore are closed on those days. Holidays are not considered a business day.

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18241714
  
  I am rejecting this response because:

   

  Their response is completely in contradiction to their statement previous to my purchase, which claimed a "5-7 delivery". They should state that "products may take up to 2-4 weeks for delivery" and then the consumer will have the option, based upon being informed, to accept that delivery time, or make other arrangements. They are misleading, knowing that a true disclosure may result in lost sales and the consumer has the right to know. Additionally, they stated that they could not cancel the order, should I decide to!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/14/2022

  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.

  Transaction Date: 10/3/22 Amount: $119.99 (6 device annual subscription Cam Plus)Cam plus not working. Requested fix, several hours with their support, no resolution. Requested refund, they advised they cannot process.Company is charging subscriptions for services that do not work.Resolution: Refund my money.

  Business Response

  Date: 10/18/2022

  Hi there, we are very sorry to hear you may be running into some trouble.  We are not able to find a ticket number with the provided information, could you please send us your ticket number so we may look into this further?

  Thank you!

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18226545
  
  I am rejecting this response because: The Ticket numbers are in the screenshots submitted with the complaint.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/07/2022

  Hi there, we do not see any ticket number within the provided screenshots. All screenshots are of a chat with no defining information for us to look for or of the Wyze app. Please send us your most recent ticket number so we may help with your issue as the information provided is not attached to any current tickets we can find. Thank you!

• Initial Complaint

  Date:10/03/2022

  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.

  Wyze sold a product that is not functional and advertised that it was. After waiting several months for a resolution and requesting answers they refused to assist. I have had police appear at my house and opening my doors due to constant false alarms from their systems and a refusal to work with me on this. They stated they no longer wanted my business and would refund my purchases over the year. They have not refunded the purchases, and I would need all purchases made from them refunded due to the fact that I would no longer be able to access the products (it uses their app and systems) .

  Business Response

  Date: 10/04/2022

  Hello, per our managers last email it looks like we are no longer doing business with you.  All current subscriptions have been refunded and all orders placed within the last year have also been refunded.  Any orders 1 year or older will not be considered for refund as the refunds for your purchases were a courtesy.  Your account and all products will still work within the Wyze app.

  We will no longer be replying to your correspondences and will not engage with you further.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18160767
  
  I am rejecting this response because:

   

  They have not provided a full refund on all products purchased this year or even the subscriptions. They have done a partial refund totaling $9.31 despite $100s of dollars in purchases this past year, and more previously including the home monitoring bundle . The full email chain shows an issue lasting several months, this however is not including other additional tickets for the same issue which were closed. The oldest dates back to December 2021 (attached). In the emails I show patience and a willingness to work or beta test a fix for this issue, and continue purchasing Wyze products on the promise of a fix being provided. The products WILL NOT fully function when not on a subscription which was cancelled, by Wyze this is shown in the screenshots attached. Many of the functions I use such as announcing a person's presence do not function at all now. For a single manager to disrupt an entire smart ecosystem because they do not want to answer a question that has been pending for 10 months is absurd. If I cannot have the functionality I want my money back to apply to a new system for all previously purchased Wyze devices. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/18/2025

  Hello, we are providing further information on this issue. All refunds were issued once the user was let go as a Wyze customer. **** holds the authority to issue refunds for up to 1 year when letting a customer go but anything beyond that is unable to be refunded as it is considered outside of the Warranty Policy. The user was let go by us for inappropriate behavior towards our agents and staff. We will not reconsider this ban and issued full refunds for items and services in our system for up to 1 year after purchase. Any items purchased by authorized retailers are not able to be refunded by Wyze as we do not have access to these systems.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 18160767
  
  I am rejecting this response because: I still had items purchased that were older and not refunded, and were completely invalidated by ending services. I also previously provided the exact language used in writing which shows no misconduct on my part beyond not accepting that they would not fix the issue.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:10/01/2022

  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 would like the BBB to investigate this companies practices. I have had two issues with Wyze which all relate to the way the company handles their business when dealing with a customers purchases (Money). Below are the two examples I have had to deal with with purchase from this company...1. I bought an item, Deadbolt door lock, which was not compatible with my door since it requires drilling new holes. I'm a renter and 'm not allowed to drill holes. While trying to make the return the company does not allow you to do this via their website which is fine. However, they also make it extremely difficult to contact them to make the return also. I had to threaten them to final send me the return label. They are doing this process in hopes I give up on the return, shady!2. I'm also trying to cancel a subscription from their WYZE App, its states I can not o this from my phone and directs me to their website once again! There I go to try to cancel my subscription and it tells me I'm not allowed to cancel my subscription. This subscription auto renews next month so again they are trying to stall this out so I get auto charged. I feel this is an illegal practice to not let a customer cancel their auto renew subscription.I have had it with this company and their tactics! If this does not get resolved I will go direct to their office in WA and take care of the situation myself!

  Business Response

  Date: 10/03/2022

  Hello!  Customers may do self returns at this link:
  https://www.wyze.com/apps/returns
  Any undamaged product purchased from the Wyze Store can be returned to Wyze Labs within 30 days after the date of purchase.  Here is our Return Policy for reference:
  https://support.wyze.com/hc/en-us/articles/360032077272
  We have gone ahead and cancelled the Black Friday 2020 ***** services for you, it should no longer auto renew.  If you have any issues with this please reach out to our team (support.wyze.com) for assistance.  Thank you!

• Initial Complaint

  Date:09/13/2022

  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 3 items from Wyze to setup an outdoor camera for a cabin that is almost 4 hrs away. They sent the products, but the base station did not work. I contacted there ****************** who determined that the product was broken and I needed a new one. They promised to ship the new item in 1-3 days. That was a month ago. Repeated weekly calls to their support team results in the same promises, but my order still exists as unfulfilled after a month in their system.To me it appears that they shipped a product they knew was defective just to collect money and they have no working products to replace it with.I've tried several times to get a refund of the purchase and they have failed to even respond to me any more. From what I read online, the company seems to be covering up their failures and continues to ship the defective product to customers.

  Business Response

  Date: 09/15/2022

  Hi there, we are very sorry to hear your replacement order did not ship on time.  It looks like there was an error with your order but it has now been resolved, your order is now on the way to you.  You should have received a tracking number to your email this morning and may check this for shipping updates.  Thank you!