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:08/23/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 July 29, 2024 I ordered a drone, 6 batteries, and a charger for the batteries, from Pyrodrone for $694.44 in total. The drone was marketed as "Flywoo FlyLens 85 HD O3 Lite 2S Brushless Whoop FPV Drone ***" The *** stands for ************ Essentially saying that all you have to do is bind the drone to yor remote control and goggles and you can fly it, easy. But after binding the drone to my goggles and remote control, it did not fly, not once, not for one second. The props have never once turned. I have been flying drones for 9 years, so I know this was not right and I immediately requested a full refund. **** at Pyrodrone informed me that if I had taken the drone out of its plastic wrapper, I could no return it. This is a very sleazy business practice, essentially, they do on take any returns (as others have also said in their complaints about Pyrodrone to the BBB). So they sent me a non-working drone, and would not take it back. **** offered to set-up the drone, but he demanded that I send him my DJI Goggles 3 and DJI Remote Control 3, which are worth more than the drone, and are my personal property. I didn't trust him after him saying that opening the box voids my right to return it, so I sure as h*** was not going to send him the done with my own valuable equipment, it was a very strange and suspicious request. I just want to send the drone back, for a full refund because this junk doesn't work. But once he gets your money, you aren't going to ever get a dollar back! Never.

  Business Response

  Date: 08/24/2024

  This customer has:
  
  - Voided our return policy. 
  - Refused to cooperate with manufacturer warranty coverage. 
  - Rejected dedicated help to assist with setup to get his item working. 
  
  PyroDrone has committed their best efforts to assisting this customer, but if they are not willing to work with us, theres not much further we can do. Our return policy strictly states customers may only return brand new, unopened items. In case they experience an issue with an item, our warranty policy covers them, however failing to cooperate with this policy on the customers end is not beneficial towards resolving their issue.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22182203
  
  I am rejecting this response because:

  The seller has predictable misrepresented everything. He sent me a non-functional drone and told me that I voided their return policy by opening the box! That is not a return policy, it is a rip-off policy. He'll never run a "better business" because that is not his intent or his MO.

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

• Initial Complaint

  Date:03/14/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 am writing to bring to your attention a concerning issue I have encountered with a recent purchase from the company Pyrodrone. On September 29, 2023, I purchased a drone controller from them, paying a total of 255 USD, broken down as follows: 200 USD for the controller, 50 USD for shipping, and 5 USD for shipping insurance.The problem arose when Pyrodrone shipped the product via *** and, astonishingly, invoiced *** for the product at a mere ***** USD (29.09.2023). In ******, items below 150 USD are not subject to taxation, later, i saw the wrong insurance, i have been confused and i asked them ISis it possible?04.10.2023. Upon discovering this discrepancy, I inquired about the invoice they uploaded into their system, only to be told that it reflected my request and that they had erroneously reported the information.Contrary to their statement, I had seen the invoice after they inaccurately reported the product value. Due to the incorrect invoice, customs did not accept the drone controller . When I expressed my desire to return the item through ***, Pyrodrone assured me that they would refund my money upon the return of the product. However, when *** contacted them, they abandoned the product.Despite informing Pyrodrone of my intention to file a complaint, they chose to blame me, asserting that it was my request and assuring me that such a mistake would never happen again. Unfortunately, they have yet to address my grievances or rectify the situation.I kindly request your assistance in facilitating the refund of my payment. Enclosed are emails, as well as the invoice falsely declared to *** and customs.Thank you for your attention to this matter. I appreciate your prompt response and assistance in resolving this issue. *** shippment number 1Z7X78766724000369

  Business Response

  Date: 04/04/2024

  We are writing to you in response to the false claims and allegations leveled upon us in the nefarious report from **************, against our business, Pyrodrone Inc.
  Attached is a screenshot from his order. You will see on the order notes that we asked us to falsely declare his shipment at zero value as a gift, so that he could circumvent his country's import fees and taxes.
  Typically, we decline such requests; we always declare package values and descriptions accurately. Despite our normal protocol, we chose to try and help this one customer with his request.
  He agreed to two important things before we agreed to ship his package. Firstly, he agreed that declaring the package at a lower value, instead of as a gift, would suffice. Secondly, we specifically stated the risks to him of shipping this package, and per our request he agreed to accept full responsibility for those risks. We decided to trust him at his word, and we shipped the package.
  Not surprisingly, the package ran into issues with customs in ******. We invested many hours into trying to help ***** get his package released from customs. He berated us with emails almost daily, asking us to create faux invoices and such for him. Once that didn't pan out, we invested more hours into attempting to get *** to return the package to us. During this process the customer continued to berate us with frequent emails, demanding we issue him a full refund. Repeatedly, over and over again, we told him that we would be happy to send a refund once the package was returned to our warehouse, yet he continued to demand an immediate refund, and threatened us with bad reviews to the BBB ... as if this entire situation was somehow our fault or doing.
  It was also explained in detail to the customer that *** will be charging us more in return shipping fees than the shipment is actually worth. Usually in such cases, we would refund the product total minus the refused shipment return shipping fee. We explained this to Damla, and then we explained to him that we will agree to cover the return shipping fees in an effort to help him out, and we will issue a full refund for the product value once the package is returned to us. As with everything we tried to do to help this customer, this offer wasn't good enough either. He continued to demand an immediate full refund including his original shipping cost.
  Once he realized that we truly were not going to send a refund until the product was returned to us, he then filed this intentionally misleading and dishonest report with the BBB. He did this in an attempt to strong-arm or bully us into sending him an early refund. Our team has put much effort into trying to go above and beyond for this customer, but nothing we've done has been enough.
  The package was finally returned to us recently, so we sent an email to the customer yesterday to discuss how we can move forward. He was given two options. Do the right thing by removing this nefariously dishonest negative BBB report, we will gladly cover the return shipping, and issue him a full product refund. Or, refuse to do the right and honest thing, product refund proceeds will be applied to the return shipping costs, as is the norm, and case is closed. He once again refused our attempts to amicably resolve this case in his favor. We are offering to cover over $200 in return shipping fees, and that is not enough for him to consider doing the right thing.
  If he removes his intentionally false and misleading complaint against our business, we will cover the return shipping fees for him, and as a result will issue him a full product refund.
  He sent us many many emails, of which I have attached the one where he first threatened us with a false BBB complaint.
  In closing, this entire situation is simply an example of a customer trying to abuse the ******************** system and abuse our kindness in our efforts to help him. We are well known in our industry for our customer service, for always going above and beyond for our customers, and we have worked hard to earn and keep that reputation.