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:01/31/2023

  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.

  On 12/29/22 I purchased 2 Omega Wifi Amps from this company for $75.97 which they were presented as giving me increased internet speed. I received them sometime after 1/6/23. I tried to use them but it made no difference to my internet. On 1/16/23 and again on 1/19/23 I emailed them at ************************ to let them know that I wanted a refund. There was no response at all. Today (1/31/23) I found another email address which I emailed for a refund at ********************************. There was supposed to be a 30 day money back guarantee. I only want my money back. I feel that they are a scam company since they don't even attempt to resolve issues. My order number was ******-******** .
  
  Thank you.

  Business Response

  Date: 01/31/2023

  Dear BBB,
  I received and read the customer's Better Business Bureau complaint.  I am so sorry that he did not get a response from our customer support team in spite of his numerous emails.  I have already forwarded the BBB complaint information to my manager so that she can review this situation.  We are a small, family-owned company and we take pride in our products and services.  I have personally responded to the customer with return and refund information. 

  Sincerely,
  
  
  Debby
  Project Manager
  Prairie IT
  Omega Wifi
  Haxtun, CO   80731

  Customer Answer

  Date: 01/31/2023

  Dear BBB,
  
  Thank you for your help. It appears that the company has already responded to your inquiry as they have emailed me with a refund notification and I have checked my account and there is a pending refund transaction.
  
  Thanks again for your help.
  
  --
  ***** *. *******
  
   
  

  
  

• Initial Complaint

  Date:01/31/2023

  Type:Delivery 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 the photo stick and it still has not arrived yet

  Business Response

  Date: 01/31/2023

  Dear BBB,

  I have received and read the customer's Better Business Bureau complaint. I have personally emailed the customer with her shipping information.  

  I see that the order was placed on January 17th and the package is in route to this international customer.  We emailed her the shipping confirmation that very same day.  That email has her tracking number on it.  Our shipping information is available on the website where she placed her order (under the Support Tab on the home page).  International deliveries could take 2-8 weeks; depending on a variety of uncontrollable and ever-changing factors that are listed on the shipping information page. We also have customer support agents available 24x7 via |Chat on the website to assist with shipping and tracking questions.   Our email address is listed on the website. Customers have the opportunity to email us with shipping and tracking questions if they prefer.   ******************************************* 

   

  We
  have sold millions of products and have
  satisfied customers
  worldwide. We strive to satisfy 
  each
  and every one of our valued customers.

   

  Sincerely,

  Debby

  ThePhotoStick Team

  Haxtun, Colorado  USA

• Initial Complaint

  Date:01/18/2023

  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.

  I purchased 2 x 64GB The Photostick 2.0 on the 8th November 2022.
  Order Number:*************************
  Transaction Number: **************** *****************************************************************
  Purchase amount: $98.92 USD
  when I connected these to my computer it seemed they were working however after 1 day with them still connected to the computer they collected no data of relevance and would not reconnect to the PC. Both devices are defective.

  Business Response

  Date: 01/18/2023

  Dear BBB,
   I have read the customer's complaint and am sorry that our product did not load on their computer for some reason.   I have reached out to the customer with return and refund information.
  
   Our website is listed on the back of the product card that comes with the item.  That website, where the customer placed the order, provides links that will assist our valued customers in product use and returns.  
  Support - Return and Refund Process (thephotostick.com)
  
  Our customer service agents are available for Live Chat via our website 24x7 to answer questions as well.  Our email address is listed in the Return and Refund Section. 
   We also have User Guides, Videos and answers to frequently asked questions about our products on the website.  
  
   We have sold over one million products and have
  
  satisfied customers worldwide. We strive to satisfy 
  each and every one of our valued customers.

  
   With Kind Regards - 
   Debby
  Prairie IT
  Project Manager
  Returns Department
  ThePhotoStick 
  Haxtun, Colorado

• Initial Complaint

  Date:01/12/2023

  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.

  Today is January 12, 2023:
  
  RE: PhotoStick Omni
  Order #****************
  
  Online Purchase: 12-27-22 @ 10:24 AM (CST). The order was for one unit. In error a 2nd unit was added at 40% off. Total cost went from $80 to $135. At 10:27 AM I Emailed customer support at PhotoStick to cancel the order. At 7:34 AM (PST), "JAM" of support replied (via email) in part, "...I can still edit your order... while it has NOT shipped... I replied to JAM I wanted the entire order (********) canceled. At 12:44 PM (CST) I was advised by in an Email, "Your order is on the way." I again attempted to cancel the order but was told it was too late to cancel. The order arrived on January 3, 2023. Immediately this day I sent a request for a postage paid return label. I was refused the label.
  
  There was no reason for them NOT to cancel the order as is identified in the beginning of this report. The request to cancel was made within minutes after placing it. "Jam" had every opportunity to cancel it. There is no need for me to be charged return postage. I do not want their product, and I will not pay them for their business incompetence and somewhat unethical procedures.
  
  The company provides ************ as a telephone number to contact them. It is a recording that directs you to a website to communicate electronically. I have and had requested a number to call so that I could speak to a live person. I have been unable to accomplish this. I also tried to call ************. No one answers after 5 minutes.
  
  I am requesting that the business contact me and furnish the necessary information and prepaid postage. Also, that any and all attempts for payment be stopped.
  
  I hope this information will be useful for others who may venture into a purchase from this or like companies.
  
  

  Business Response

  Date: 01/26/2023

  Dear BBB,
  I have read the customer's Better Business Bureau complaint.  I am sorry that his order was not cancelled by our customer support department as he had requested.  I have emailed the customer personally with return and refund information. 
  
  Customer support is available on the website where the product was purchased.  Our website is listed on the product card that is sent out with all of ThePhotoStick products.  We do not have, nor do we advertise telephone customer support.  We have a detailed message set up on our corporate office telephone number that directs our customers to ThePhotoStick website.  We have customer support agents available 24x7 via Chat.  Our customers also have the option to email us any time.  Our email address is listed under the Support Tab - Returns and Refund section on the home page.  
  
  We are a small, family-owned company and we take pride in our product and services.
  We have a very efficient shipping department, and orders are processed very quickly.  We try our very best to cancel customer orders before they are processed for shipping.  
  We have sold millions of products and have satisfied customers worldwide. I am sorry that this customer's experience with ThePhotoStick was not satisfactory.  
  
  Sincerely,
  Debby
  ThePhotoStick Team

  Customer Answer

  Date: 01/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

  PhotoStickOmni was very generous in the way they resolved my issue.  All I wanted was a prepaid postage label to return the items.  They went way beyond the request which leads me to believe they are a company with ethics and good business principles as they apply to their customers.  My issues could have been avoided if the company would have allowed a period of time for the customer to reevaluate the purchase.  

  To all concerned with this matter, thank you for your efforts and concern. 

  
  
  
  Regards,
  
  
  
  *** *********

• Initial Complaint

  Date:01/10/2023

  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.

  I purchased the 2 photo sticks Omni 64 GB on November 4, 2022. It was on sale and the 2nd one was half priced. I paid a total of $136.94 for the two devices. I followed all the directions as indicated. I downloaded the app to my iPhone XR to start the download. I connected the phone stick device but it could not download any pictures as promised.I tried several times to connect the device to the phone. It was a Christmas gift that I wanted to use before my vacation. I was out of town for 1 week and returned home on Jan 4. I emailed the company but did not receive any response. I will contact ****** to see about getting a refund.

  Business Response

  Date: 01/11/2023

  Dear BBB,
  
  I have read the customer's complaint and am sorry that our product did not work on their device. The customer filed a ****** claim late yesterday afternoon.  We responded to the customer's ****** complaint first thing this morning. I personally emailed the customer this morning with return and refund information along with our website link that provides a Chat option.  Our customer support agents are available 24x7 and would have been happy to assist her with product use and/or return information. 
  
  
   We also have User Guides, Videos and answers to frequently asked questions about our products on the website.  
  
  We have sold millions of products and have
  satisfied customers worldwide. We strive to satisfy 
  each and every one of our valued customers.
  
  With Kind Regards - 
  
  Debby
  Prairie IT
  Project Manager
  Returns Department
  ThePhotoStick 
  Haxtun, Colorado
  ThePhotoStick Support

• Initial Complaint

  Date:12/12/2022

  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 THE PHOTO STICK OMNI 256 GB ON DECEMBER 7, 2022. I FOLLOWED ALL THE DIRECTIONS AS INDICATED., DOWNLOADED THE APP, ETC. AT FIRST MY IPHONE WOULD NOT RECOGNIZE THE DEVICE, WOULD NOT LET ME DO ANYTHING. THEN IT JUST STARTED DOWNLOADING. IT DID NOT GIVE ME A CHOICE OF WHAT I WANTED TO DOWNLOAD. I ASSUME IT WAS DOWNLOADING PHOTOS AND DOCUMENTS. IT DOWNLOADED FOR 5 HOURS AND MY PHONE WENT DEAD. I HAD TO UNPLUG THE PHOTO STICK TO CHARGE MY PHONE, WHEN I PLUGGED THE PHOTO STICK BACK IN IT WILL NOT WORK ! IT DOES NOT RECOGNIZE THAT IT IS PLUGGED INTO MY PHONE. I HAVE TRIED EVERYTHING, SO I CONTACTED THE COMPANY, THEY APPROVED A RETURN, I HAVE IT READY TO RETURN BUT NOW I AM WORRIED ABOUT WHAT WAS DOWNLOADED ON IT AND WHO WILL HAVE ACCESS TO MY PERSONAL INFO WHEN I RETURN IT.
  I PAID $149.99 FOR THIS DEVICE THAT WILL NOT WORK, IF I RETURN I WILL HAVE MY PERSONAL INFO EXPOSED. I JUST WANT MY MONEY BACK! I HAVE TRIED DELETING WHAT WAS DOWNLOADED BUT THIS DEVICE WILL NOT LET ME!! HELP !!

  Business Response

  Date: 12/12/2022

  Dear BBB,
  
  I have read the customer's complaint and am sorry that there were so many issues in downloading to the customer's device.
  
  I have personally contacted the customer with return and refund information. 
  
  Our website provides links that will assist our valued customers in product use.   Our customer service agents are available for Live Chat via our website 24x7 to answer questions as well.  They will be happy to assist the customer with instructions on how to delete all photos and files from ThePhotoStick OMNI.   We also have User Guides, Videos and answers to frequently asked questions about our products on the website.  
  
  We have sold over one million products and have satisfied customers worldwide. We strive to satisfy 
  each and every one of our valued customers.
  
  
  ThePhotoStick Support
  
  Center: **************************************************
  
  ·  ThePhotoStick Omni: **************************************************************
   
  
  With Kind Regards - 
  
  Debby
  Prairie IT
  Project Manager
  Returns Department
  ThePhotoStick 
  Haxtun, Colorado

• Initial Complaint

  Date:12/08/2022

  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.

  I ordered a 64 GB Photostick from this company on 11/4/22 which arrived 11/9/22. Following all their directions, the stick would not be recognized by my phone to transfer photos. I reached the chat desk who had me turn my phone on/off repeatedly, install uninstall the app, nothing worked. He suggested the ************************* website which I have repeatedly contacted to no avail. I want a refund. This useless piece of technology cost me nearly $80. There has been no response from them, which now that I look at other reviews seems to be their MO. This is unacceptable. I paid via ****** and will be contacting them. Their useless phone number states they only give support via on line chat....been there did that.
  If you find this complaint founded I wish you would contact ****** and other advertisers that they are disreputable and should be avoided. They pop-up on multiple news sites in the "best gadgets of the year" sections. Totally misleading. I feel they are dragging their feet until the return date is passed to avoid making the appropriate corrections. Thank you for you attention to this.

  Business Response

  Date: 12/08/2022

  Dear BBB,
  
  I have read the customer's complaint and am sorry that our product did not meet their expectations.  
  
  
  We received the customer's complaint via ****** this morning and the customer was promptly refunded.  
  
  
  
  We are an Ecommerce company and, like most other companies, we do not offer telephone customer support.   We do however, offer customer support via Live Chat 24x7 and email support as well.  Our website information is listed on the back of every ThePhotoStick product card.   Our website has in-depth and very detailed product use instructions that includes step by step instructions and  screenshots to assist our customers in product use.   
   
  
  We have sold over one million products and have satisfied customers worldwide. We strive to satisfy 
  each and every one of our valued customers.  I am sorry that our product did not meet this customer's expectations.  
  
  With Kind Regards - 
  
  Debby
  Prairie IT
  Project Manager
  Returns Department
  ThePhotoStick 
  Haxtun, Colorado

  Customer Answer

  Date: 12/08/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

  I would add that they never, in a month responded to my email requests, and a lengthy Chat interaction never resolved the issues. Their response to the support @ site is non-existent. Their lengthy instructions do not address when the instructions do not work except to send the customer to the website contact us that is not responded to either. The instructions were followed repeatedly to no avail.

  I do thank the *** *** and BBB interventions that have resolved the issue.
  
  
  
  Regards,
  
  
  
  Kathryn B*********

• Initial Complaint

  Date:12/08/2022

  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.

  On 08/25/22 I purchased a Omni photostick for $ 109.49 ORDER #***** shortly after receiving it it stopped working, I contacted the customer support team several times for help and after many emails several troubleshooting steps and nothing working I requested a refund they claim to have a money back Guarantee I made this request by email on 09/15/22 on 09/16/22 I received an email from them saying they mailed me out another photostick order ************* shortly after receiving the second photostick it began to not work properly copying duplicate photos which it claimed not to do and having other technical issues it was also coming apart I contacted them again and sent them pictures of the product coming apart and screenshots of the technical issues and duplicates it was copying and again requested a refund explaining I never wanted another photostick to begin with obviously the product is faulty and made poorly and I had already lost photos and numerous hours wasted on a bad product and terrible customer service. I never received any response from them or a refund the photostick now doesn’t work at all and hasn’t for a long time I lost all my photos just like the first one it isn’t recognized by anything you plug it into. I hope you can help with this horrible company.

  Business Response

  Date: 12/08/2022

  Dear BBB,
   I have read the customer's complaint and am sorry that the product they received did not hold up to our high quality standards and that our customer service did not meet their expectations. I have personally emailed this customer with refund information.
  
  
  Our website (where the customer placed the order) provides links to detailed and in depth  instructions that will assist our valued customers in the process to eliminate duplicates.  We also have Videos and answers to frequently asked questions about our products on the website.  
  When the “Skip Duplicates” box is checked in the application’s settings, it will result in only one copy of that file being copied to ThePhotoStick® Omni.
  
  Please see our user guide for very handy screen shots and detailed instructions.  *********************  
  ThePhotoStick OMNI software will never delete pictures from a customer's device.  That function must be done by the customer. 

  
  We have sold over one million products and have
  satisfied customers worldwide. We strive to produce quality products that satisfy 
  each and every one of our valued customers.   Again, I am sorry that the  product  they received was not up to our high standards of quality and that our customer service did not meet expectations.  
  
  With Kind Regards - 
  
  Debby
  Prairie IT
  Project Manager
  Returns Department
  ThePhotoStick 
  Haxtun, Colorado

• Initial Complaint

  Date:12/01/2022

  Type:Delivery 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 "ThePhotostickOmni-64GB on the 14th November 2022 for $79.99 USD.
  I was notified by ****** that it was shipped on the 15th November.
  I have not recieved my item.
  
  Invoice ID *****************

  Business Response

  Date: 12/01/2022

  Dear BBB,

  
   I have read the customer's complaint.  
   I have personally responded to the customer with delivery and refund information. The customer placed his order on the afternoon of November 13, 2022 at 2:04 pm from Online Store
   We shipped the order to him the very next day.  Unfortunately, international delivery carriers and their ever changing timelines and fluctuating schedules are uncontrollable. 

  
  Our website (where the customer placed the order) provides our valued
  customers with our shipping information.  

  
  ****************************************************************
  
  "Delivery times may be extended due to volume and carrier availability, and we are currently experiencing longer than normal shipping times to international destinations. Thank you for your patience as we work through this together!"
  Standard Shipment Times Vary by Location:
  International Destinations: 2-8 weeks in transit
  
  
  Our 
  customer service agents are available for Live Chat via
  our website 24/7 to answer questions.  
  
  
  We strive to satisfy each and every one of our valued customers and we are sorry for the inconvenience this order/delivery has caused. 
  
  With Kind Regards - 
  
  Debby
  Prairie IT
  Project Manager
  ThePhotoStick 
  Haxtun, Colorado

• Initial Complaint

  Date:11/16/2022

  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.

  I got an email advertisement for a PhotoStick Omni that the advertisement said “works on ALL devices and systems”.
  I ordered the backup device and charged $67.98 to my credit card.
  I received the device a few days later and on the FRONT of the package, is printed “ALL DEVICES” but on the back is printed “For computers: ******* 7 SP1 and later”.
  I have a ******* XP system!!!
  I contacted their Customer Support system (which is a JOKE!) and was informed by Alkyl that “It won’t work with ******* XP”, and never replied to me after that. (via online text!).

  Business Response

  Date: 11/17/2022

  Dear BBB,
  
  I have read the customer's complaint and am sorry for the misunderstanding.  I have personally responded to the customer with return and refund information.  
  
  
  We are not aware of any ThePhotoStick OMNI ads that state “works on ALL devices and systems”.  Our ads should all read "works on all devices".    I will inform our management team so that they can look for an ad that states ThePhotoStick OMNI works on "ALL systems" and get that corrected.   
  
  
  Systems requirements are listed on the website where the customer placed the order (under the support tab).  ***************************************************************
  
  Windows
  ******* 7 SP1 and Later

  
  Our website (where the customer placed the order) provides links that will assist our valued
  
  customers systems requirements and returns.
  Our customer service agents are available for Live Chat via
  our website 24/7  to answer questions as well.  
  We also have User Guides, Videos and answers to frequently 
  asked questions about our products on the website.  
  
  We have sold over one million products and have
  satisfied customers worldwide. We strive to satisfy 
  each and every one of our valued customers.
  
  With Kind Regards - 
  
  Debby
  Prairie IT
  Project Manager
  Returns Department
  ThePhotoStick 
  Haxtun, Colorado

  Customer Answer

  Date: 11/18/2022

  Not happy about it, but it will do!
  
  Take a look at their sight and see if you can find where it says not valid on all devices!!!!