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:08/29/2022

  Type:Sales and Advertising 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.

  08/19/2022 - I purchased a bundle with a Wyze Cam Pan and and ****** Nest HUB.08/24/2022 - The Wyze Cam was delivered, but not the ****** Nest Hub.I was told by support that the ****** Nest Hub is now backordered. The bundles were listed and still are as in stock on there website and you are able to purchase them without any notice that half of your purchase won't arrive.I asked for an estimated date on when I will receive my purchase and was told there was none.I believe this is false advertising. I would not have made the purchase if I knew that I wouldn't be receiving the Nest Hub as well. They will not provide a date on when I will receive the Nest Hub, so it seems like they are keeping the bundle up to allure users to make the purchase under false pretenses.They do not state that the Nest Hub is on backorder nor do they know when they will be in stock. I have not been offered a timeline, so it seems like they don't have a plan to get my purchase to me. Nor have they offered any form of compensation or rectification for luring me in to a purchase I otherwise would not have made. As an advocate for their brand I am mostly disappointed at what a terrible experience this has been.

  Business Response

  Date: 08/31/2022

  Hi there, we have had an Orders specialist reach out to you.  Please check your email for this new communication.  Thank you!

  Customer Answer

  Date: 09/03/2022

   
  Complaint: 17789281
  
  I am rejecting this response because:

   

  Although I received a response from Wyze Support, I still do not have my purchase nor an indication on when. I will receive it.

   

  The support specialist said that my item will ship in 1-3 days and I will receive an email with a tracking number. 4 days after that response and I have not received a tracking number, nor my purchase.

   

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

  Business Response

  Date: 09/13/2022

  Hi there, for any private information needs such as tracking information please reach out to our team.  We avoid posting any identifying information to this platform for your protection.  It looks like our team sent your tracking information on 9/3/2022.  If you have any further questions, please let us know.  Thank you!

  Customer Answer

  Date: 09/21/2022

   
  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:08/27/2022

  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 purchased a Wyze cam some time ago. On or about August 18, 2022, the company forced a firmware update for a camera I bought. There is no way to cancel the update, and the update does not take, no matter what. All trouble shooting has been done. I believe they did this to force older cameras off their system and get people to buy new cameras. After complaining, they said they would give me a $29.99 gift card. They did, but it was expired. They said they would re-issue a new gift card, but didn't. They kept asking me for information, which I provided, up until the last time. First they asked for my e-mail on the account, which was the e-mail I was corresponding to them with. Then they asked for my full name, which I provided. Then they asked for other information, after I was already sent an expired gift card, and two promises from two other people to re-issue the card. They rendered my fully functioning camera useless with this forced upgrade, and they aren't honoring the promise to provide a gift card.

  Business Response

  Date: 08/29/2022

  Hi there!  The Wyze Gift Card was issued August 27, 2022 and was used August 28, *************************** 135.  If you are having any further issues, please do not hesitate to contact our team (support.wyze.com) for further help.  Thank you!

  Customer Answer

  Date: 08/29/2022

   
  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:08/25/2022

  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 several camera, power outlets, and a vacuum that I purchased from Wyze. Im now constantly getting pop-up notifications on my Apple Watch advertising different Wyze products. *** asked them to stop and turned off the notifications settings. It seems that unless I get rid of all the Wyze products, the notifications will not stop.

  Business Response

  Date: 08/29/2022

  Hi there, we are very sorry to hear this is happening!  Our engineering team will look into your issue further to help determine why this may be happening.  We understand it may be frustrating to wait but at this time this will require further investigation to help determine the issue, our Wizards team will have no further follow-up at this time.  Thank you and have a great day!

   

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17776212
  
  I am rejecting this response because there was no resolution offered for my issue.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/02/2022

  Hi there!  Our engineering team will look into your issue further to help determine why this may be happening.  We understand it may be frustrating to wait but at this time this will require further investigation to help determine the issue, we currently do not have an estimate on when your issue may be resolved.  Our Wizards team will have no further follow-up at this time.  Thank you and have a great day!
  
  

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17776212
  
  I am rejecting this response because the unwanted advertisement notifications from Wyze are continuing.  This makes my Wyze devices worthless because I can't get the notifications that I want, without the ads that I do not want.  I'd like the advertisements to stop, or if Wyze will not stop them, I'd like them to buy back these devices so that I can replace them with devices from a supplier that respects my privacy.

  I have three Wyze Cam V2's ($26 each), one Wyze Cam V3 with window mount ($46), and four Wyze Plugs ($40).  This totals $164 in Wyze devices.  I'm requesting to return these items to Wyze for a refund in order to resolve this issue.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/13/2022

  Hi there, we would recommend taking a look at our Return Policy to see if you are eligible for a return:

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

  If you are, please reach out to our Wizards team (support.wyze.com) for further assistance. Thank you!

  Customer Answer

  Date: 09/20/2022

   
  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:08/25/2022

  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.

  Ive been a customer of ********************** for over two years. I own two of their cameras along with their Wyze Sensor Bridge that comes with two Wyze Contact Sensor. However, both of my Wyze Contact ******* suddenly stopped working in July (both sensors had fresh batteries) and I have sent to two support tickets to Wyze but they have yet to respond. I even reached to Wyze on their official ******** page but they have still failed to respond. It also has been reported online that Wyze has quietly phased out compatibility of the Wyze Sensor Bridge with Wyze Cam Pan V1 (one of the Wyze cameras I own and is connected to the Contact Sensors) which, if true, leaves customers like myself in the lurch and forced to upgrade to devices that we shouldnt have to buy.

  Business Response

  Date: 08/29/2022

  Hi there!  From your conversation with our Social team, it looks like you may have submitted an App Log. While very helpful, these get sent straight to our Developers and our support team does not handle these cases.

  Please submit a support request here: https://support.wyzecam.com/hc/en-us/requests/new

  Once your request is submitted, our Wizards team will be able to assist with any issues you may be experiencing.  Thank you and have a great day!

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17766689
  
  I am rejecting this response because: I already did this and this is the same link Wyze gave me after I submitted the first support ticket,which I used to send the second support ticket. This company is being intentionally dishonest. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/02/2022

  Hi there! We looked into our system with your information and have not received an email from you directly since 2021.  We will not be able to help look further into your issue without a direct email, chat, or phone call to our team.  While the app log you sent in will be helpful our team does not have direct access to these and cannot respond back this way.

  
  Please submit a support request here: https://support.wyzecam.com/hc/en-us/requests/new

  
  Our chat bot will as a few qualifying questions to give our team more information for your ticket.  Once your request is submitted, our Wizards team will be able to assist with any issues you may be experiencing.  Thank you and have a great day!

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17766689
  
  I am rejecting this response because: They are being blatantly dishonest or they are completely ignorant. Customers arent required to send an email. Customers can submit a support ticket via the Wyze app which Ive done several times since 2020, including August 2022

  .
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/13/2022

  Hi there! As we have mentioned you did not send in a ticket to our Wizards team, you have submitted an app log which can only be seen by our Development team.  If you would like to submit a ticket via Wyze app you must click on Account > Wyze Support > *********** instead of App Log.  The *********** will direct you to our support site which will be the same steps to submit a ticket here:
  
  Please submit a support request here: https://support.wyzecam.com/hc/en-us/requests/new
  
  Our chat bot will as a few qualifying questions to give our team more information for your ticket.  Once your request is submitted, our Wizards team will be able to assist with any issues you may be experiencing.  Thank you!

• Initial Complaint

  Date:08/22/2022

  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 purchased 2 cameras off their website but had to request a return label a week after because I did not realize the cameras were not cordless and therefore were not going to be useful for me. Purchase date was June 23 and the cameras were dropped off at the post office July 8. I have reached out to this company 4 times about my refund and have spoken with 4 different representatives that all have said an orders team member will reach out to me. It has been almost 2 months dealing with this issue, and I honestly just need my money back. The total was $66.53.

  Business Response

  Date: 08/23/2022

  Hi there, you order was already received and refunded as of 8/23/2022.  Most orders will refund automatically once received but some may need a little extra help.  Refunds may take 3-5 business days to reflect back to your payment method.  Thank you and have a great day!

• Initial Complaint

  Date:07/31/2022

  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.

  A company in ********** called Wyze sent me a security system that I purchased online. The equipment was defective on arrival. So I returned the package via priority mail. Return#P99GWA I sent it through priority mail Tracking number 9505511802682181419495.I initiated a return with the company and they cancelled it without any reason. Please request them to acknowledge receipt of the equipment and process the return of charges I paid for the device.ORDER *************** date **** 15,2022)Thank you for your purchase!Hi *********, we're getting your order ready to be shipped. We will notify you when it has been sent. View your order or Visit our store Order summary Wyze Video Doorbell Pro 1 $93.99 Carbon Neutral Order 1 Offset for 47 lbs of carbon $0.76 Wyze Cam v3 Garage Door Controller 1 Wyze Cam v3 + Garage Door Controller Bundle $43.99 Wyze Cam Black 1 1 Pack 20% OFF WITH CAM PLUS ANNUAL (-$4.00)$19.99 $15.99 Cam Plus 1 Annual Billed every 12 Months $14.99 Wyze *********************** 1 Monthly Billed every 1 Month $9.99 Wyze Sprinkler Plus 1 Bonus Monthly Plan (Free with HMS)Billed every 1 Month Free Cam Plus 1 Bonus Monthly Plan (Free with HMS)Billed every 1 Month Free Wyze Sense Entry Sensor 2 3 Pack $47.98 Wyze Sense Climate Sensor 1 3 Pack $23.99 Wyze Sense Keypad 1 $18.99 Wyze Sense ******************* 1 3 Sensors and 1 Probe $33.99 Wyze Sense ******************* 1 2 Probes $8.99 Wyze Sense Motion Sensor 1 1 Pack FREE WYZE MOTION SENSOR WITH HMS MONTHLY PLAN (-$8.99)$8.99 Free Wyze Sense Hub 1 $29.99 Subtotal $343.64 Shipping $11.98 Taxes $32.66 Total $388.28 USD You saved $12.99 Customer information Payment method **** ending with $388.28

  Business Response

  Date: 08/01/2022

  Hi there! It looks like your return was automatically cancelled as there was no movement on the return label within 30 days of creation. Wyze has a 30-day Return Policy, if the product is not in the mail within 30 days of label creation the system will automatically cancel the return. We would recommend reaching out to our Wizards team (support.wyze.com) for further assistance in receiving a new return label.  Wyze does not offer refunds for purchased products without the return of the products.
  Thank you!

  Customer Answer

  Date: 08/18/2022

  Respected Officials,

          The products have been returned and I have provided the tracking numbers. They must be in possession of the

  returned products. Please request them to initiate a refund. 

   

  The company is not straight forward in its communication. I am attaching the conversation i had with them prior to

  return. Please request them to process the refund.

   

  The only problem is i didn't use their return label. The product is with them. I am not comfortable dealing with this

  company anymore. That is the reason BBB case was filed. 

   

               a) 9505511802682181419495

                b) ********************** (USB cable)-this was missing from package earlier and i returned it on 07/05/22

   

  What do they expect me to do by obtaining new return labels ? The product has been sent back already.

   

  Thanks

  *********

  Business Response

  Date: 08/24/2022

  Hi there, please reach out to our team (www.support.wyze.com) with the provided tracking numbers so we may look into the return further.  We will need more information from you such as which items were returned so we may process the correct refund amount.  Thank you!

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17649425
  
  I am rejecting this response because:
  

  I am yet to get a confirmation from the company about their possession of the returned product and willingness to process a refund. 

  I discussed with their support and they said they will check their warehouse and let me know if they can track it.

   

  Your ticket (*******) has been updated. To add additional comments, please reply to this email.
  
  Jems S (Wyze) 
  Sep 1, 2022, 9:30 AM PDT 
  Hi *********,
   
  Thank you for reaching out. My name is **** and I'll be happy to assist. 
   
  We will be checking this matter with the Orders team. Here are the tracking numbers that you gave me for the devices that you returned: 
  9505511802682181419495
  9505511802682182419852 
  We will further check on this and update you via email. 
   
  Again, I do apologize for the inconvenience. 
   
  Thank you for being part of Wyze!
  Jems | WYZE WIZARD
  Visit our Help Center: click here
  Website | Facebook | Twitter | Instagram | YouTube

   

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

  Customer Answer

  Date: 09/07/2022

  Respected Officials,
            I received the refund on 9/3/2022, please close the case.
  
               Bank of ************ Refund transaction reference number : 9887
               Date refund was initiated: 9/1/2022
  Thanks
  *********
  

• Initial Complaint

  Date:07/29/2022

  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 bought a Wyze watch 2 months ago, the watch is under warranty but is no longer working. The company says the watch is back-ordered with no specific date as to when it will come back in business, they have offered me a store credit but refuse to provide a refund. Again, the product is broken and under warranty. I would like a refund

  Business Response

  Date: 08/01/2022

  Hi there!  Wyze is unable to offer refunds for items that are purchased from our retailers as we do not have access to these systems.

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

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

  As this was purchased from Amazon, we are only able to offer a replacement which is currently backordered or a wyze.com gift card.  You may read more about our return and refund policies above.

  Thank you!

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17644306
  
  I am rejecting this response because:  It is not my problem that they are out of stock, if the product is going to break outside of Amazon's return window but while still under warranty then they shouldn't sell on Amazon.  The company's response and policy is completely unacceptable.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/28/2022

  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 use WYZE cameras to monitor our house. I do get a notification on my phone if the camera detects motion. I can view a video clip to check. The function to play back the video clip was disabled by WYZE last week. The button is grayed out. There was a play button added that redirects me to the signup page for Cam Plus, a payed option (first screenshot). There is no way to opt out. It gets straight to the pay option (second screenshot)I can not access my videos without signing up for Cam Plus. The fact that my camera detected motion in our house that is in another state and I can not access the video clip is a REAL issue for me. Called **************** and described the issue. I submitted screenshots and a log for troubleshooting. I was not provided with a solution and told the engineering team will look at it. I received no information for four days. To me this looks like an intentional Software Trap to make me sign up for Cam Plus.This is a bad business practice.

  Business Response

  Date: 07/29/2022

  Hey there! We're sorry to hear that the Playback button is greyed out. We've reached out to the team and our developers are aware of this issue. Thanks to user reports like yours, our team is working towards a fix for this. We appreciate your patience and apologize for any inconvenience while we work to get this resolved. 

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17639531
  
  I am rejecting this response because:

   I repeat: This is an intentional software trap added by WYZE to the software to make people sign up for Camera Plus. There is no way of playing camera clips WITHOUT signing up for Camera Plus. 
  This is NOT a problem with MY application, this is SITEWIDE ISSUE. 

  The attached picture of a ******* video of YOUR company is prof that this trap is in place. In the video is described how one can minimize the required payment. You are still required to sign up. 
  

  My request is that the original version of the software is restored and EVERYBODY can view the videos WITHOUT signing up like BEFORE. 

  Please dont act like this trap is not in place. Your WYZE Company ******* video is proof. 
   
  Sincerely,
  
  ***************************