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:11/08/2025

  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 ordered this and received the adapter on Saturday the 1st of November, since the first day I had issues with the product. The adapter arrived with someone elses SIM card; I had a different plan than what I ordered. Now the device wont charge, after writing emails to tech support asking for a refund, I was sent a document saying because I used the device, I wouldnt be able to return the device. The company has a strange policy apparently you cant return the device unless it remains unopened, but how can you realize the device doesnt work unless you open and attempt to use it? It doesnt make sense, it also strips power from the consumer, I bought it, I bought it for a purpose and since it arrived it failed to stand on what it was selling. 

  Business Response

  Date: 11/25/2025

  Dear Customer,
  
  Thank you for bringing your issue to our attention.

  We regret any inconvenience that you have encountered.
  
  Please note that we have processed a full refund for your order.

  Attached you will find proof of the refunds.

  Depending on your bank, it may take up to 5 business days for the refund to reflect in your account.

  We hope this resolution is satisfactory.
  
  Thank you for your understanding.
  
  Best regards,
  Representative of Ryoko

  Customer Answer

  Date: 11/25/2025

  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:11/03/2025

  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.

  The Ryoko hotspot never worked properly. I troubleshot the issue. I spoke with four support technicians, that claimed the issue was resolved. It was not, and I have a 30-day money back guarantee. I have only had this unit since October 27th, 2025. The ad clearly states that I have 30 days to return it. And speaking with the company, they claim that they will not refund my $147.19 even though I am well within the parameters of the return policy and dates. I just want my money back, also I need the shipping cost to return it. But if not, just a complete refund of what I spent.

  Business Response

  Date: 11/25/2025

  Dear Customer,
  
  Thank you for bringing this matter to our attention. We are sorry to hear that you were dissatisfied with our product and the experience you encountered.
  
  Please be informed that a full refund has been issued for your order mentioned in the complaint. You will find proof of the processed refund attached.

  In light of the inconvenience already caused, you are not required to return the product.

  We have also initiated an internal review to determine the root cause of this issue and are implementing measures to ensure that similar situations do not occur in the future.

  Thank you for your understanding and patience.

  Sincerely,
  Representative of Ryoko 

• Initial Complaint

  Date:10/19/2025

  Type:Order 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 signed up and paid for 6 months of unlimited data. When the device is connected for about two days or so, it will run out of data. They are unable to tell me why my unlimited data is not actually unlimited, and I know this is false advertising on their part that's been going on for a very long time.

  Business Response

  Date: 10/28/2025

  Dear Customer,
  
  We appreciate your patience and the opportunity to address your concerns.
  
  Please be advised that we have been in direct communication with you and have addressed your concerns promptly. During our correspondence, we explained that our service is subject to a Fair Usage Policy, which is clearly outlined in the Terms and Conditions you acknowledged and agreed to at the time of purchase. Unfortunately, at this situation, there is nothing more we can do.
  
  Should you require any further information or would like to cancel the subscription, please do not hesitate to contact our customer support team.
  
  Sincerely,
  Representative of Ryoko.

  Customer Answer

  Date: 10/29/2025

   
  Complaint: 24037033
  
  I am rejecting this response because: I've contacted them more than once and their transparency is not acceptable. I'm still seeing the advertisements claiming it's unlimited and people are streaming for hours and hours with no problem, like it's actually unlimited. These ads have comments turned off because I can only assume they have too many people calling them out on their fraudulent claims. 

  When I've contacted you and tried to cancel, I was told I was past the return period. I would love to cancel and get my prorated refund. I've had it since June and have only been able to use it for a total of approximately 20 days total. Your "fair use" condition has no explanation and can be said about any usage. I do not stream on this device and am still told I'm using too much. If it's about a certain time of day,  I should be able to access it the next day or whenever the network slows down. 

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

  Business Response

  Date: 11/04/2025

  Dear Customer,
  
  We would like to thank you for your explanation and for allowing us the opportunity to review your case again.
  
  We sincerely regret any inconvenience or dissatisfaction this situation may have caused. After assessing the matter, we have decided, in good faith, to proceed with a full refund for your order as a gesture of goodwill and to ensure an amicable resolution. Please see proof of refund processed attached. Depending on the bank, the refund may take up to 5 business days.

  We hope this addresses the situation.

  Sincerely,
  Representative of Ryoko

  Customer Answer

  Date: 11/05/2025

   
  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, personally.  However, their misleading advertisements need to stop. 

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

• Initial Complaint

  Date:09/08/2025

  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 a Wifi router from Ryoko. There device claimed to be able to link to wifi with there mobile device. I received my order on 9/5/25 and after following the start up instructions the item worked for 8hrs. When we tried to use it the next day, it will not connect to any network. I have taken it to different areas, and the device still will not connect.I have repeatedly tried to get Ryoko to allow me to return this item and cancel my subscription, but they are not allowing me to do ***** plain language: This item will not work for me, and I would like to return it. Ryoko is not wanting me to return it.

  Business Response

  Date: 09/15/2025

  Dear *** or Madam,
  
  We hope this message finds you well.
  
  We would like to inform you that we have successfully resolved the customer's concern.
  
  We advise that the customer may contact the bank directly regarding the pending transaction for follow-up, but we just wanted to let you know that it has been settled from our end.
  
  Please let us know if you have any questions or other inquiries that we can assist you with.
  
  
  
  Best regards,
  Ryoko Customer Support Team

• Initial Complaint

  Date:08/23/2025

  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 am filing this complaint regarding a refund issue with a company called Ryoko/GetRyoko, from whom I purchased a WiFi router. The company advertises a 60-day satisfaction guarantee (referencing Item D of their refund policy), which allows customers to return the product if they are not satisfied for any reason.I requested a refund within the 60-day window due to dissatisfaction with the product and pricing. Despite multiple attempts to contact their customer service and follow their stated return process, Ryoko has refused to honor their refund policy.Details:Company Name: Ryoko / GetRyoko Website: *********************************** Invoice : #pavekg8 Date of Purchase: 7-31-2025 Amount Paid: $164.19 Payment Method: [Credit Card]Product: Ryoko Portable WiFi Router Summary of Issue:I contacted Ryoko within the 60-day return period.I requested a refund under their published policy (Item D).I received no resolution or was denied a refund without valid justification.I have documentation of my communications and a copy of their refund policy.I am requesting your assistance in resolving this matter and securing a full refund as promised by the companys own terms.Thank you for your time and support.Sincerely,***** ****** **************************************************** ******************** ************

  Business Response

  Date: 08/26/2025

  Dear *** or Madam,
  
  We hope this message finds you well.
  
  We would like to inform you that we have successfully resolved the customer's concern.
  
  We advise that the customer may contact the bank directly regarding the pending transaction for follow-up, but we just wanted to let you know that it has been settled from our end.
  
  Please let us know if you have any questions or other inquiries that we can assist you with.
  
  
  
  Best regards,
  Ryoko Customer Support Team

• Initial Complaint

  Date:08/20/2025

  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 purchased a RYOKO wifi hotspot in June 2025 for ***** and 6 months of UNLIMITED data for *****/month. I had been looking forward to buying this for some time. When i recieved it i could not get it to work. it powered on but nothing could find or connect to it. eventually i figured out if i accessed its control panel i had to force it into roaming mode then it would work. after a few days of use my service was disconnected. when i contacted them about my issues i told them that i just wanted to get a refund, but since i had opened the device they would not aprove a refund. how rediculous is that? So i already got scammed for almost 300, im not going to let it go to waste. so i use the spotty connection when its working for the first few days in the month and then it sits on the shelf ******* me off every time i see it for the next 3 weeks. This month for some reason i got 2 hours of use before it got shut off. i am pretty sure this is the worst product/company/support i have EVER purchased/done business with in my entire life. RYOKO wifi with VIAOTA wireless is an absolute SCAM!!! I wish i would have read their reviews before spending one cent with them. I have learned my ****** and will not make that mistake again.

  Business Response

  Date: 08/29/2025

  Dear *** or Madam,
  
  We hope this message finds you well.
  
  We would like to inform you that we have successfully resolved the customer's concern.
  
  We advise that the customer may contact the bank directly regarding the pending transaction for follow-up, but we just wanted to let you know that it has been settled from our end.
  
  Please let us know if you have any questions or other inquiries that we can assist you with.
  
  
  
  Best regards,
  Ryoko Customer Support Team
  
  

• Initial Complaint

  Date:08/09/2025

  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.

  The internet hot spot that was advertised said that it would work anywhere. This is a false claim as it did not work at my residence. I waited 3 weeks to receive the equipment and when testing the equipment I found that it did not have a signal. I contacted customer service twice and was referred to their website which was not helpful since accessing the Internet was the whole reason for getting the device. After several attempts to try to get the device to work I decided too return it. They claim that you have 30 days from when you receive the device to return it. I sent an email to initiate the return with no response. I contacted customer service again to initiate the return. I was told that since the device was open I could no longer return it (per a section of the agreement) in addition, I was told that I had used the 500 mb on the plan. I received the device on August 4 and attempted to return it in August 8. In that time the device never connected to any wifi. The service agent, **** also told me that I was not in the window of the return time frame. I do have emails and pictures but am unable to upload them

  Business Response

  Date: 08/25/2025

  Dear *** or Madam,
  
  We hope this message finds you well.
  
  We would like to inform you that we have successfully resolved the customer's concern.
  
  We advise that the customer may contact the bank directly regarding the pending transaction for follow-up, but we just wanted to let you know that it has been settled from our end.
  
  Please let us know if you have any questions or other inquiries that we can assist you with.
  
  
  
  Best regards,
  Ryoko Customer Support Team

• Initial Complaint

  Date:08/02/2025

  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.

  I purchased the Ryoko wifi router with the advertising stating that it will work anywhere. I was only able to get it to work for 1 time for about an hour. Their customer service has had me do all these troubleshooting steps then had the nerve to say I didn't do the steps when I followed their instructions. This is a scam in my opinion.

  Business Response

  Date: 08/05/2025

  Dear *** or Madam,
  
  We hope this message finds you well.
  
  We would like to inform you that we have successfully resolved the customer's concern.
  
  We advise that the customer may contact the bank directly regarding the pending transaction for follow-up, but we just wanted to let you know that it has been settled from our end.
  
  Please let us know if you have any questions or other inquiries that we can assist you with.
  
  
  
  Best regards,
  Ryoko Customer Support Team

• Initial Complaint

  Date:07/31/2025

  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 Ryoko device back in January 2025, the service was kind of spotty and performed a lot of trouble shooting. After renewing at the beginning of July 2025, the service got worse. Now everything has been reset, and I have no service. I contacted "Support" to cancel the subscription. the representative told me she would not issue a refund for the remaining balance because it is against their companies' policy!!! 

  Business Response

  Date: 08/05/2025

  Dear *** or Madam,
  
  We hope this message finds you well.
  
  We would like to inform you that we have successfully resolved the customer's concern.
  
  We advise that the customer may contact the bank directly regarding the pending transaction for follow-up, but we just wanted to let you know that it has been settled from our end.
  
  Please let us know if you have any questions or other inquiries that we can assist you with.
  
  
  
  Best regards,
  Ryoko Customer Support Team

• Initial Complaint

  Date:07/28/2025

  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.

  Purchased the Ryko Pro Portable wifi and purchased the dock. I was charged for both and 6 months of service that I did not see I was buying. However, I was not too worried about that if this product worked. It does not. It does nothing but says "searching for network". It never finds a network and not of my devices can find it either. (I build pcs, so I know what I am doing). I contacted the company and tried all their steps for trouble shooting. They said money back if it doesn't work...well, it doesn't and now they are saying because I opened it, they will not approve my refund.

  Business Response

  Date: 07/30/2025

  Dear *** or Madam,
  
  We hope this message finds you well.
  
  We would like to inform you that we have successfully resolved the customer's concern.
  
  We advise that the customer may contact the bank directly regarding the pending transaction for follow-up, but we just wanted to let you know that it has been settled from our end.
  
  Please let us know if you have any questions or other inquiries that we can assist you with.
  
  
  
  Best regards,
  Ryoko Customer Support Team