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:12/06/2022

  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 ordered several items from Ring on order #***-4618736. Despite ordering them all at the same time most of the items have come in separate packages. The email provided by the company states I should be able to track my order status by clink on my order number. When I do this it takes me to a single tracking number and says my package has been delivered. This is inaccurate information since I have yet to receive one of my items and the things which have been delivered came in multiple boxes on different days (so there have been multiple tracking numbers). I tried reaching out to get an update on where my final item is at and they started asking for a bunch of personal information I was uncomfortable sharing since I already gave them my name and order number. I requested they email me a status update and have yet to receive one. The item in question is a Spotlight Cam Plus (Battery) 1. I just want to know when it will arrive so I can install it along with my other cameras. I would like the business to provide a tracking number for this final package.

  Business Response

  Date: 01/02/2023

  Hello ******,
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless ordering process, as we recognize the importance of investing in your home security. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team
  

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I submitted my complaint to the BBB back in December and by the time it was active and the company notified I had finally received all of my items. There was no longer an issue for me personally for the company to resolve. I was contacted by a company representative and shared my experience and frustration with not being able to accurately track all of the items I had purchased from them with the tracking information they provided. This made it impossible for me to know if something was lost/stolen or if it was still on the way. The representative was very friendly and apologized for the inconvenience. I was offered an additional 30 days on our Ring protect plan free trial. Unfortunately, they did not provide these extra 30 days and I was forced to either pay for a subscription or lose all my data at the end of the original free trial. I am not accepting the response provided by the business because they failed to follow through on what was offered.

  Business Response

  Date: 01/17/2023

  Hello ******,
  
  Thank you for the update. I've confirmed that the extended trial was applied to your account as promised. However, I will have the team reach back out to review this with you and determine next steps.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:12/05/2022

  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 twin pack of Ring wired stick up Elite cameras, as well as a Ring doorbell at the end of June. Due to my garden room, having been vandalised, I was unable to install the cameras until the Remedio work on the garden room was completed. I purchased installations for both the cameras and for the doorbell using the link on the Ring website which took me to purchase the installation on Amazon.
  The engineer attended my home to install them on 29th October. He had to return a week later on 6th November to install a cable for there to be sufficient Internet connection and to complete the CCTV set up. At this point, he discovered that one of the cameras was faulty.
  He contacted Ring technical support and the technical representative agreed with my installer that the camera was faulty. The Ring representative advised that these cameras are out of stock currently at ring and he had no estimated date for any to come back into stock. I found the cameras in stock on other websites and so I asked to have a partial refund. So that I could obtain a replacement camera, but he refused saying that the item was not being returned within 30 days, even though the camera is still under warranty. He was only able to suggest other cameras which were not suitable for where I have the CCTV. We were on the phone with him for the best part of an hour, but he was not willing to assist.
  At this point, I felt I was left with no alternative, but to purchase a replacement Ring camera from ********** at a cost of £179.99.
  I have done everything to comply with ring and ensuring correct installers, and yet I have been left out of pocket and with a faulty camera that Ring has not been prepared to honour the warranty for. My original order number for the twin pack of stick up cam elite was **********. I am also attaching a report from the installing engineer ************** and also a copy of the receipt from ********** for the replacement camera.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/12/06) */
  Hello**********,
  
  Thank you for bringing this matter to our attention. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 7, 2022/12/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/04/2022

  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.

  Ordered on website 2 items. Sent batter but not camera. No word from ring for weeks. Chatted and was told back ordered for a. Month from order. Never a word about product not available. Paid more on their website expecting fast delivery. Bait and switch company. What do I do with battery but no device?
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/12/05) */
  Hello****,
  
  Thank you for bringing this matter to our immediate attention. We strive to provide a user-friendly ordering process for our neighbors. Please be advised that if an item in your order listed a later ship time, then we will ship out the item(s) that we do have in stock right away, with a later shipment to follow. I will have a member of our Executive Resolutions team reach out to review your order with you.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 7, 2022/12/15) */
  All good. Thank you.

• Initial Complaint

  Date:11/30/2022

  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.

  Ring home security multiple issues getting the product to function- doorbell not working, batteries not working- on phone more then 4 hours - still not resolved and they just hang up on us.
  No where to go for resolution
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/12/01) */
  Hello *******,
  
  Thank you for bringing this matter to our attention. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring team
  
  
  Consumer Response /* (2000, 7, 2022/12/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/29/2022

  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 the Ring security system in June with outdoor camera; the system was working great until I had to change my telephone number. Once I changed the number, RING would not recognize the number as a valid US number. I contacted customer support with no resolution multiple times. Unfortunately, I am stuck with a $350.00 purchase that is not operable; the return period has lapsed. This seems to be a common occurrence as I have searched the issue and noted multiple customers have the same issues. Please advise on a possible resolution or refund of monies spent on a system that I cannot use.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/30) */
  Hello ********,
  
  Thank you for bringing this matter to our immediate attention. I see that you are already in touch with a member of our Executive Resolutions team regarding this. Please continue to work through your designated specialist to resolve your needs.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 7, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Greetings,
  
  I have spoken with Nathan from the Executive Relations team but I am still unable to add my telephone number as a 1st person emergency contact; rendering my security system useless. The issues is not currently resolved.
  
  
  Consumer Response /* (2000, 9, 2022/12/07) */
  Ring has been very helpful in getting the issue resolved and has come up with a temporary solution until the new area code issue can be resolved. The issue is not related to the products or services itself but an issue with a new area code assigned to my area. Ring has contacted multiple times and have been giving me constant updates. I would like to express thanks Ring and the Nathan -Executive Relations. Please close the BBB close with a positive outcome.

• Initial Complaint

  Date:11/27/2022

  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.

  Criminal return process for the Ring Cameras. Website states you have 30 days to return. Well, we want a return after one day and not only am I forced to call support for a refund, but they are purposefully evading actually delivering a return shipping label by stating it will get emailed but it never does. Terrible customer service and unlawful evasion of the legalities of their return policy.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */
  Hello******,
  
  Thank you for bringing this to our attention. We understand the importance of receiving your refund in a timely manner. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:11/27/2022

  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.

  There just charged my credit card for 100 dollars. We have not had a ring door bell in over 3 years. There won't give me access to my account either. At this point I have no other options to contact them so I was hoping you could help. I want my money returned and all my personal information deleted. thanks
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */
  Hello*************
  
  Thank you for bringing this to our attention. We understand the importance of receiving your refund in a timely manner. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:11/26/2022

  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.

  My wife and I started having issues with our Ring spotlight camera October/November 2022. After speaking with Ring customer service and attempting to troubleshoot the issue, I ended up having to buy a new one on 10/31/22 for $127.53. We received the new spotlight camera, but upon installing it realized this one had issues such as a pink hue on the video or the video being black. I called Ring customer service again on 11/8/22. They tried to troubleshoot the issue, but were not successful. I was told a replacement would be ordered and that I needed to send the defective one back. I was also told we would receive an email in 24 hours with a shipping update. On 11/14 we had received no replacement camera nor an email with updates so I called back. We were told the replacement was being processed and that we would get an email in 24 hours with a shipping update (second time we had been told this). Today is 11/26. No email with a shipping update and still no replacement camera. By this point, I don't want the replacement, I just want a refund so I can go get another one from somewhere else. I called Ring and was first told I couldn't get a refund because it's been over 30 days since I ordered. I informed the rep that it hasn't been 30 days since the 10/31 order. She then said I couldn't be refunded because the replacement is already being processed. So I asked when should I expect it to be shipped then. I was told between the first and third week of December because it's out of stock. No one had mentioned this before. So I asked if I could speak with a manager. She said all supervisors were in a meeting and busy so no. I asked again for a refund because if there are none in stock, then there is no replacement being processed. She said no she couldn't do that. I asked if I was being denied a refund and she said yes. I can go get a camera from somewhere else but by the time the replacement gets here it'll be past the 30 days to get a refund. What do I do now?
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */
  Hello******
  
  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:11/23/2022

  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.

  Ordered a suite of security items from Ring.com on Nov 19 to Toronto, Ontario. Online and upon ordering it clearly said: "Delivery within 5 business days". This is misleading and inaccurate, and based on how things are tracking, I definitely will NOT get my items in that timeframe (despite needing them in that timeframe).
  
  Details:
  
  My order receipt said the items would be processed in 48 hours. Yet, my items have not even shipped yet and it has been 4 total days since ordering (3 business days). So that is inaccurate.
  
  Upon contacting customer service, they said it actually takes 5-7 days AFTER processing for the items to even ship. This is mentioned NOWHERE on the website at all.
  
  Presuming my items even ship in that timeframe, I have been told it would take another 5 business days for items to actually arrive to me.
  
  How can Ring (in good faith) say that (and I exactly quote from webpage and order receipt): "Delivery within 5 business days"?!?!
  
  Maybe Ring thinks this doesn't matter to customers, but it makes a huge difference to me. Importantly, my home insurance requires a monitored system within 30 days and I want to use Ring's services. I cannot set that up until my items arrive. I waited to order so that items would not arrive too early to my new home because Ring said it would arrive in 5 days. Now I'm in a position where I'm at risk to not get things on time and be in violation of my home insurance.
  
  I've tried contacting customer service many times. Each time, I get a different answer. No one actually knows how the process works. No one gives me clarity on when things will be shipped and delivered. It's horrendous.
  
  It's shocking how bad Ring.com is at delivery and fulfillment given they are owned by Amazon. If I had ordered on Amazon, they would have given me an exact delivery day AND it would arrive same day (or latest, within 24 hours). Cannot emphasize how frustrating the Ring.com experience is! Ring is close to losing me as a customer.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/25) */
  Hello *********,
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless ordering process, as we recognize the importance of investing in your home security. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring team

• Initial Complaint

  Date:11/21/2022

  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.

  Ordered a Ring Doorbell 4 last Oct 16, 2022 and product has been delayed from deliver for almost a month. Called customer service and was lied to and bounced around from Ring and Amazon stating that I have to talk to Ring Company or talk to Amazon and vice versa. They kept me on the phone for at least an hour and they still could not find a solution. Spoke to a Supervisor named ******** but she was no help. My Ring order number is ***********. The Amazon email tracking number I received is****************. I am a disabled Army Veteran suffering from PTSD and this people are driving me nuts with their excuses. I will make this a Congressional issue with the 2 companies. I want to talk to someone at the Corporate level here in the Continental United States and not someone from overseas.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/22) */
  Hello*******,
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless ordering process as we recognize the importance of investing in your home security. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team