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:05/22/2023

  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.

  Miku occasionally would go offline but today it started flashing purple. Per the help listed on the website we did a hard reset and now the monitor wont turn on. Weve tried resetting our router, plugged into different outlets, etc. the device will not turn on. We have had it less than six months. Used it for literally only a month.

  Business Response

  Date: 06/02/2023

  The customer reached out on May 22nd. **********************'s tech support specialists, reached out the next day and a replacement was processed on May 23rd at no cost to the customer. The replacement has been delivered as of today.

• Initial Complaint

  Date:05/18/2023

  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.

  I purchased a Miku Pro monitor from this company in February of 2023 for $399. The monitor abruptly quit working approximately 5/1/23. I received an email on 5/2 that the monitor I bought was involved with a recall due to software issues and would abruptly stop working; which mine did. I filed the correct claim form that was sent to me immediately and it was approved for replacement free of charge. I was told in the email I would receive a replacement within the week. It is now 19 days later and I have no monitor. Theyve stop accepting phone calls due to high call volume. They will not respond to emails either.

  Business Response

  Date: 05/22/2023

  The customer first reached out on May 4th. Our team processed a replacement on May 9th and it was shipped shortly after. The replacement was delivered to the customer at no cost on May 19th. 

  Customer Answer

  Date: 05/22/2023

   
  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:05/15/2023

  Type:Service or Repair 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 bought the Miku Pro tracking monitor June 18, 2022. It should still be under warranty and I emailed to follow up. The monitor worked pretty well for 11 months and then was updated and went into debugging mode and now does not turn on. I have emailed support on May 13, 2023 and have not hear anything back. I am concerned that my son is not being monitored at night, especially considering I spent $349.00 on this monitor. I have not received any emails back and they phone number has an automated message and then disconnects. Seems like this business does not want to deal with their customers. All I am asking for is a replacement monitor under the warranty that was stated when I purchased the item. I only have one more month to make this claim under the 12 month warranty.

• Initial Complaint

  Date:05/09/2023

  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.

  Miku forced a firmware update on November 15, 2022 that eventually led to many Miku's crashing. We purchased our Miku on December 11, 2022 at Best Buy for a total of $324.74. By our purchase date, Miku knew, or should have known, they had forced out a faulty firmware update which would lead to our device becoming completely unresponsive. Our device sat unused in a box until our child was born in February 2023. Our Miku suddenly crashed and became inoperable on April 26, 2023. I attempted to reboot the device as directed on Miku's website but was obviously unsuccessful. I then went to Miku's website to call support but Miku had turned off phone support because of a high level of "customer contacts." I was left to email ********************** and wait, still unaware that my Miku was hopelessly dead by their negligent firmware update which was released before we even purchased the device. I've sent multiple emails to people within Miku and have received sporadic responses stating I woud be receiving a replacement Miku but nothing has been received after almost 2 weeks. Customers who have received their replacement Miku are advising they are refurbished devices which are also not operable with various glitches including not being able to connect to WiFi networks etc. I have completely lost faith in Miku and will no longer accept a (refurbished) device that they are forcing out. I am seeking a full refund under the terms of Miku's warranty and their negligent firmware update leading to complete shutdown of my device. To this point Miku has been largely unresponsive to any email, other than saying I will get a "replacement device" which hasn't been confirmed and nothing has been received. Miku has done nothing but gaslight their customer base.

  Business Response

  Date: 05/11/2023

  Miku's tech support agents confirmed that the customer was eligible for our warranty and a replacement was processed on May 3rd. The customer has received the replacement as covered by Miku's warranty. Miku's warranty is valid for replacements only. Miku's return policy is covered for orders placed on mikucare.com and Amazon.com only. If the customer is experiencing issues with their new replacement, our tech specialists will be happy to assist and help resolve the issue with their monitor

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20035028
  
  I am rejecting this response because: Miku is correct, I did receive a refurbished Miku following my BBB complaint, however the "new" device is not operable as it has audio and Wi-Fi connection issues. Miku is providing inoperable devices and have lost complete faith in the company. I have spent hours trying to fix their two devices and all they keep saying is for me to reach out to their practically non existent support email address. They have turned off their phone support so my only option is to email and wait for their generic response a couple of days later saying to unplug my device and plug it back in. I'm not stupid! This isn't an issue on my end, it's Miku's and they completely do not stand behind their expensive product. The only resolution to this matter is a full refund as they are incapable of providing a functioning product at this time. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/09/2023

  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.

  $400. Baby monitor stopped working, checked their instagram and ****s of people all had their monitor stop working at the same time. It will not power back on for anyone using this device.Their customer service has been offline, and they do no respond to customer service emails.

  Business Response

  Date: 05/11/2023

  The customers first contact to Miku support was on Monday. This morning, our tech specialist has confirmed that we will process a replacement to them at no cost to the customer. **********************'s support team is currently awaiting the requested information so we can proceed with the replacement process. 

• Initial Complaint

  Date:05/08/2023

  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.

  We purchased the miku cam less than a year ago and it completely stopped working a couple weeks ago. We've reached out to the company numerous times and still no solution and we are still without a camera for our baby. Apparently the camera stopped working due to a firmware update on the company's end, but they have not replaced our camera even though the error was their fault. They won't answer calls and in email they say they are replacing the camera but when asked for a tracking number they ghost **. So disappointed.

  Customer Answer

  Date: 05/08/2023

  *************** Ct 

  ************** ** 28739

   

  That is my mailing address

  Business Response

  Date: 05/12/2023

  Customer reached out to ********************** at the beginning of the month. A replacement confirmation email was sent to the customer on 5/10.

  Customer Answer

  Date: 05/12/2023

   
  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:05/08/2023

  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 the product in April 2022. While the camera did have some glitches ( doesnt connect, abruptly turns off noise, delay in loading video, sleep tracking delayed and doesnt track time difference when you travel to a different time zone, etc.) in the first 6 months or so, the ****** we service was mostly very responsive and there was a genuine effort to fix the bugs and make the product better. And while some of issue i mentioned earlier still persisted. I was able to use the product and it has been very helpful to my family. However, just this last week (April 2023) the device died on me and it just wouldnt turn on. I tried calling the customer service as I have in the past but they dont take phone calls anymore. So I sent them an email and I waited roughly 2 days before I got an adequate response. They finally decided to send me a replacement and I received a refurbished product after nearly a week. And while the product was connecting, the night vision wasnt working which makes the product basically useless. The response I have been getting from them is that they are looking into it but havent heard anything back. Over the last 3 days I havent heard back from them until and unless I asked for an update. Its sad to see the status of affairs with the company, what seemed like a potentially great product and service go down in all aspects so fast.

  Customer Answer

  Date: 05/08/2023

  Please find my mailing address listed below:

  ************** ST., *******, ** - 98125

  Business Response

  Date: 05/12/2023

  Customer received a replacement at the end of April. On May 3rd, a new issue was brought to Miku's attention a second replacement at no cost to the customer was shipped on May 9th. This was communicated to the customer.

  Customer Answer

  Date: 05/12/2023

   
  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:05/05/2023

  Type:Product 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.

  We caught the miku pro and since day one we had issues. We got the unit in November 2022 and have been dealing with miku customer care and they keep on troubleshooting the issue but we are still having issues with the miku going offline in the middle of the night or losing sound or it will stop connecting. **************** is horrible and we have been dealing with a supervisor but we keep on going in circles. Its a defective product.

• Initial Complaint

  Date:05/05/2023

  Type:Product 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.

  Bought the camera 2 years ago and have had many software issues since using it. Miku continues to state they are working on said issues. The final issue came today when the device stopped working. It will no longer power on. Later in the day I received an email stating that the issue was caused by something on their end. I no longer want this product and want a refund as the issues that have been cause are a manufacturing defect in their software now that is causing the problem.

• Initial Complaint

  Date:05/05/2023

  Type:Product 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.

  We bought our MIKU baby monitor on 2/8/22 for $399.00 to monitor our newborns breathing and sleep cycle. Its been a great monitor, so great we even bought a floor stand and travel case on 9/8/22 for $128.00 The device has been glitchy and unable to connect at time but we have always been able to resolve the issue. On 4/29/23 our monitor stopped working. We tried everything to get it to reconnect and then on. We read every article provided by the company to no avail. We had to run to target to get a monitor in order to just see our child that night and further nights. This was not a cheap expense. On that Monday I tried calling the company and they turned their phones off due to an Influx of calls and they are only available via email. So I emailed and a few days later received a response back that they were going to send me a new device, free of charge, and all I have to do is send our old device back. Ive been reading about this issue online and even asked the company and received no response to my inquiry. Multiple people are having the same issue and due to a statement finally released by the company it was due to an update that killed their monitors due to too much memory in the monitors. We are receiving refurbished monitors that are still not turning on or functioning. We have been unable to get a hold of the company and at this point I would like my money back from the two purchases I made with them and the purchase I had to make at target just to see my child at night and make sure hes ok.