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:06/30/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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: August 21, 2024
  Paid: $679.99
  After failed attempts at having my NVR corrected through Reolink’s Support and leaving them a 1-star review on Amazon.com. Reolink reached out to me and offered a full refund of my purchase price. I accepted Reolink’s offer for a full refund, only for them to change the offer to an exchange, followed by changing the offer to a partial refund of only $250 citing it was outside of the 30-day return window, when they are the one’s who reached out to me on June 13, 2025 at 7:45 pm CST and offered me the full refund to begin with.
  They also wanted me to provide all my personal information, pay for the return shipping of the defective device, and creepily stated they would save my private recordings on their cloud drive. I told them I would wipe the device back to factory settings before returning it to erase my private recordings, and that’s when I was told I was outside the 30-day return window and that they would only refund $250 after they received the defective device.
  No company should have access to your private recordings, and even worse so retaliate against you for refusing them access by reducing the offer they extended of a full refund to a partial refund, plus customer-funded return postage.
  I have no reason to believe they would refund anything at all, and I would be out of both the device and my money. I purchased an entire family of Reolink devices to coordinate with this NVR, and I paid out of pocket for professional installation. Now it’s been under a year, I have a defective NVR, and Reolink doorbells, indoor cameras, and outdoor cameras that only work intermittently or for some, not at all due to the defective NVR.
  Reolink support is designed for customers to give up. Once a customer leaves them a negative review, they reach out to bait you with a full refund, when in reality, they want the device back with all your personal information and private recordings.

• Initial Complaint

  Date:08/25/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 this from company website store on 8/12/24. Order was shipped on 8/13/24. Arrived on 8/16 and the box looked like it was mis-packed. Upon opening I found NO packing material and contents just tossed around looked like it was thrown into box when packed. Started installing an 8 camera security POE /NVR system. 1 of the camera boxes had been OPENED from the bottom circumventing the top opening seal on box. The camera looked used (safety film on lens wrinkled like it was removed and replaced). Notified company a week ago and they are still DELAYING sending a replacement. They keep asking for ADDITIONAL INFORMATION. i already sent photos of shipment, camera serial number and UID #. I need NEW replacement ASAP to finish security install. This has been TERRIBLE customer service.

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Detail for the original number is below:
  Order #114-9490842-7865853
  Order total $479.99 (1 item)
  Sep 7, 2019
  4K Ultra HD PoE Security Camera System, 4pcs Wired 8MP... $529.99
  Qty: 1
  Sold By: ReolinkUSOnline. Order ID:
  
  RMA for the return order is below
  
  AMZ-114-9490842-7865853-RMA
  Total items: 02
  Displayable Order Date O: Saturday,
  December 4. 2021
  Comments: Have a nice day!
  Shipping
  
  In 2019, I purchased a Reolink NVR, which failed within two years. Reolink sent a replacement unit, but that unit also failed within two years.
  
  I have spoken with Reolink customer service representatives on several occasions, and they have refused to send a replacement unit or repair the device. They have instead offered me a 10% discount on a new DVR. However, I am not willing to pay for a new device that has already failed twice.
  
  Reolink's warranty policy states that their products are covered by a two-year warranty. However, the company is refusing to honor this warranty because the original NVR was purchased in 2019. This is unfair, as the replacement unit also failed within two years.
  
  I believe that Reolink is obligated to repair or replace my NVR free of charge. The company's warranty policy is clear, and the NVR has failed twice within the warranty period. I am requesting that Reolink honor their warranty and provide me with a working NVR.
  
  I am also requesting that Reolink review their warranty policy to ensure that it is fair to customers. The current policy is misleading, as it suggests that the warranty period begins on the date of purchase. However, the warranty period should begin on the date that the replacement unit is sent.

• Initial Complaint

  Date:07/01/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 Reolink cameras a few years ago. Over time, the Windows software has become buggier and buggier to the point where they are basically useless. Please fix this with a software/firmware update. None of the recent updates have helped, if anything, the situation is getting worse.

• Initial Complaint

  Date:04/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  received my doorbell 4/3/23 camera not working, dead no power........ try my best to make it work never do the job, called the customer service.
  4/8
  4/9
  4/10
  4/17
  all the time not available to rec'd a call.
  send an email over 17 emails and request for help and return, finally rec'd an answer to returned in my own cost, i don’t know why if your camera not working dead no power , your tech support not available , customer services not available all the time , why i have to pay for your return?
  I respect/trust your business and I bought your product , I shouldn’t face all this hassle , my request is return label I hope this is not a difficult

• Initial Complaint

  Date:03/19/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 purchase two different cameras from this seller and both stopped working. Both camera got moisture on the inside from the weather even though they are designed for outdoors. I sent several emails to this seller in an attempt to resolve this issue and received no response.
  
  I am now stuck with two cameras that I paid my hard earned money for and no response from the seller.
  
  Purchased through Amazon:
  1/6/2021 Amazon.com order number: ***************3062 $94.99
  12/5/2022 Amazon.com order number: *************168243 $89.99
  
  I would like both camera to be refunded since I purchased them in good faith and Reolink knew these camera had issues with getting moisture inside and no longer being able to recharge.