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:05/28/2025

  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.

  This company Akaso makes it a hassle and a long process to get a warranty or a return on a defective product. Their customer service is terrible and slow. Instead of shipping a new unit right away they ask for videos, pictures to prove that the item is in fact defective. Why don't they inspect it themselves when they receive it? We don't want to do all that work. They demand you to send the defective item and until they inspect it for weeks, then after will they send a replacement. Is waiting long time and this business Chinese is not recommended. They have a hassle policy to process your returns so you get annoyed and forget about it. I demand that they process my replacement immediately of a picture frame that I paid almost $100 dollars without any hassles.

  Business Response

  Date: 05/28/2025

  BBB Complaint Case #:23385764
  
  Dear BBB Representative,
  
  Subject: Response to Complaint Regarding Product Replacement Request
  
  We are writing in response to the recent complaint filed against our company by ***** ****** concerning a request for product replacement.
  
  First, we want to thank you for giving us the opportunity to clarify this matter.
  
  Case Summary:
  On Monday, May 26, 2025 at 21:49, we received an email from the customer at our after-sales support address, stating that there was an issue with the purchased product and requesting a replacement. As per our standard procedures and industry common practice, we requested that the customer provide proof of purchase and photographs demonstrating the reported issue, so that we could verify the claim and offer a suitable solution.
  
  Despite several communications, the customer has been unwilling or unable to provide the necessary proof of purchase or any images that could help us verify the problem. Additionally, the customer has refused to send the alleged faulty product back to us for inspection, and has insisted that we immediately send a new unit without meeting these standard requirements.
  
  Company Policy & Good Faith *************** policies require proof of purchase and, when necessary, the return of the defective product to:
  
  Prevent fraudulent claims,
  Ensure the problem is documented and analyzed,
  Enable us to improve product quality.
  These measures are standard practice across the industry and are in place to protect both our customers and our company.
  
  Throughout this process, we have communicated clearly and courteously with the customer, explaining our policies and the reasons behind these requirements. We also indicated that, should the customer provide the requested information and return the product, we would be more than willing to proceed with a replacement or refund as appropriate.
  
  Our Request:
  Since the customer has not provided the required documentation nor agreed to return the product, we are regrettably unable to process their request for a replacement. We believe we have acted within reasonable and standard business protocols and have made every effort to resolve the matter fairly.
  
  We respectfully ask the BBB to consider these facts and support our position in this case. We remain open and willing to assist the customer, provided they fulfill the reasonable requirements outlined above.
  
  Thank you for your time and consideration. Please let us know if you need any supplementary documentation or correspondence related to this matter.
  
  Sincerely,
  Dragon Touch customer service.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23385764
  
  I am rejecting this response because: This business provider is not here to help customers but to provide a hassle experience and to delay the warranty process. The products are from ***** and bad quality. I have already sent the item back as requested and only after I requested a prepaid label for the defective item. The purchase receipt is in the process of providing it as well.  While other businesses provide a "customer always right attitude" and provide a defective item right away this business is the opposite. Their main goal is to take your money and run and not to provide any warranty service or any courtesy replacements while your item is being returned. We will see what happens but I don't like this business and will never buy any products from them again. Too much of a hassle. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/29/2025

  Dear customer,
  
  Firstly, thank you for taking the time to provide feedback on your experience. We deeply apologize for any inconvenience and disappointment you may have encountered during the after-sales service and return/exchange process. Your feelings are very important to us, and we are always committed to providing every user with a satisfactory and efficient service experience.
  
  We sincerely explain the reasons for the current process regarding the question you raised. We request photos or videos in order to quickly diagnose product issues online and avoid waiting for a long time after returning the product. This measure aims to save your time and strive to solve your problems more efficiently. But we understand that the operational process may increase your burden, and we will continue to optimize the guidelines and procedures, striving to make submitting materials simpler and more user-friendly.
  
  Regarding the issue of returning products and waiting for testing, this is to ensure fair handling of each product and prevent individual abuse of warranty policies. But we are also actively seeking faster and more transparent methods, striving to shorten processing cycles and improve overall service experience.
  Also, we still hope that you can provide us with the purchase receipt, and we will be responsible for every customer.
  
  At present, we are still waiting for you to send back the product. Although we have prepaid the shipping fee in advance, the information we have found is that the product has not yet been sent back.
  
  Your feedback is very valuable to us. The relevant person in charge has received your feedback and will prioritize processing your service application. If you have any further questions or need assistance, please feel free to contact our customer support team at any time. We will have dedicated personnel to follow up with you one-on-one.
  
  Finally, thank you again for your valuable suggestions. We will continue to improve our service processes and look forward to providing you with a better experience!
  
  Wishing you a happy life!

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23385764
  
  I am rejecting this response because: this company likes to talk a lot of rubbish and are in denial. They know they provide a terrible customer service and they put their company first before the customer. They question the customer first and then they proceed with all the hassle of the returns. Terrible products and terrible customer service. I have already sent the item back for sure days ago and they have a tracking and could be tracked. I don't see this *************** doing business here in the ************* for a long time. Here customers come first!!! Without us your business is nothing. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/17/2023

  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.

  The Akaso Brave 7LE camera I was sold by **** *** stopped working after a few months of use. Akaso advertises a one year manufacturers warranty and has refused to stand by their word. Apparently since I did not purchase through their store online or through ****** they are unwilling to honor the warranty on their product.
  
  Repeated attempts to contact the merchant have resulted in them telling me they refuse to support their product and to contact **** *** about replacement or repair. This after having **** *** tell me to contact Akaso.
  
  These people are crooked, and maintain a faux support system that one can tell is run exclusively by bots.

  Business Response

  Date: 12/06/2023

  Dear customer,

  We are sorry for this inconvenience,

  we told you need to contact the seller on **** *** for the refund,we can only replace your camera if you can return it back to us,does it work for you?

  Looking forward to your reply.

  Best regards,

  Tara

• Initial Complaint

  Date:06/23/2023

  Type:Billing 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 recieved an Akaso Brave 8 camera as Christmas gift on December 25, 2022. The camera would not power on an never worked. I contacted Akaso's customer service on February 27th through email. I was asked to provide an order id number. I explained that the camera was a Christmas gift and that I did not recieve an order Id with it and that I was no longer in contact with the person who gave it to me. I was told an update was not available for my camera and that the the camera was "out of stock". I was offered a choice of one of Akaso's budget camera that retail for $129.99 and under as a replacement for my $279.00 camera if I agreed to pay a $40 fee. I was asked to reach out to the person who gave me the camera for the order id number. I explained that I could not provide tgeorder Id number and that I was not paying a $40 fee to exchange their defective device for one that works as advertised. On March 6, 2023 Akaso agreed to send me another model at no cost to me. I was asked to provide pictures of the camera, serial number, adress and sent the information as requested. I was sent a link to fill out an return authorization form. When I informed Akaso the link did not work and asked if they were going to provide an replacement equal in value to to the camera I was returning, I was asked to contact the person that gave me the camera for the order id number. I have had to explain this several times and each time it is dismissed. When I pushed for a solution they stopped responding to my emails. Out of frustration I had agreed to accept the $169.99 Brave 7 as a replacement for the Brave 8 and would take the loss. I was told without and order id number I would need to pay the $40 dollar fee. When I send copies of our previous conversations where they agreed to send me another camera at no cost to me they did not respond.

  Business Response

  Date: 07/07/2023

  Dear Customer.
  We take your problem very seriously and actively provide solutions.
  For AKASO's warranty policy, we are unable to warranty your product if you do not provide the relevant proof of purchase.
  Furthermore, you received the product as a gift last Christmas and it has exceeded the warranty period for free replacement. If you need, you can send back the product and pay a repair fee, and we can repair it.
  We hope to have your understanding.
  AKASO ***********************

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20226406
  
  I am rejecting this response because:

  Nothing about my problem with your defective device appears to have been taken serious by anyone of importance.
  
  Nothing within the deflective, dismissive  and deceptive communication I have received from your company indicates a solution is being provided.
  
  The effort that has been put into NOT resolving this matter is beyond comprehension and is clearly evident the attached copies of my email conversations with your customer service department.
  

  Your customer service department agreed to send a replacement camera at no cost to me in an email I received from ******** on March 6, 2023.
  
  I received the defective camera on December 25, 2022 and reported the problem within the 90 day eligibility period for a free replacement, on February *******. No warranty period has been exceeded on my part.
  
  The relevant proof of purchase from ****** is the authentication verification sticker that is on the box. This sticker is exclusive to products sold on ****** to guarantee the authenticity of the brand. Your defective device was verified as authentic.
  
  I agreed to accept the $169.99 Brave 7 as a replacement for the $279.99 defective Brave 8 because you are not able to provide a replacement that works as advertised, because I was told an update to repair this camera was not available and because your customer service department stopped responding when I pushed for a replacement of equal value. I will not pay for you to fix a new defective camera that I have never been able to use. This is ridiculous.
  
  If you actively provide solutions as you claim then follow through with your agreement  to send a replacement camera at no cost to me and provide a valid link to the *** form that you require to process my return. It should not be that difficult to act as the company you try to portray by delivering what you promise. 

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

  Business Response

  Date: 07/18/2023

  Hello,
  Thanks for your reply.I am sorry for any inconvenience.
  If you reported the question on February 27, 2023, to replace the camera, you also need to return the camera back to ***
  So please contact our service team to get the *** form to return the camera, we regard you as our valued customer and will send you a new replacement once we get the return.
  I hope this can help you.
  Best regards,
  AKASO CS team

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20226406
  
  I am rejecting this response because:
  

  Thank you for your reply. Before I can accept your response I will need the specific details of our agreement and prefer all communication be done through the BBB until this matter is resolved. 
  
  I am returning the defective Brave 8 camera
  S/N: NL220317V50333 
  
  I would prefer no further contact with your customer service department  and request that the *** form is provided as an attachment through the BBB response system.  My information is included Below.
  
  Please specify if the EXACT model camera you are sending as a  replacement will be a Brave 8 or a Brave 7.
  
  According to Amazon the Brave 8 is in stock and is available through the Akaso Store. Please see attachment. 
  
  Please confirm that the replacement will be sent AT NO COST TO ME. 
  
  Please specify the time frame in which the replacement will be sent once you have recieved my return.
  
  Please provide a name and contact information for the person providing the resolution in this matter. 
  
  Thank you for your cooperation.
  Sincerely,
  
  ******** ********

  ********************************

  ************

  Customer Answer

  Date: 07/27/2023

  What happens if they simply stop responding? That's what usually happens anytime I try to get detailed information from this company. 

   

  Thank you

  Business Response

  Date: 08/04/2023

  We have contacted the customer and send him a new free camera,so please help us to colse this complain.

  Business Response

  Date: 08/07/2023

  The customer does not reply to our email to take further step.please help us to close this complain.

  Customer Answer

  Date: 08/26/2023

  Thank you for your time in assisting me with my complaint.  Akaso only reached out to me after learning that my complaint would be closed as unresolved and the details would be made searchable and available to the public through the BBB website. Although, the Brave 8 is no longer "out of stock" and is being sold on ****** through the Akaso Store, the solution offered to me was to to replace my $279.99 defective Brave 8 with the $168.99 Brave 7. Additionally, The statements made by Akaso to the BBB claiming that they have spoken to me, that I have been refunded, that this matter has been resolved and that a new camera has been sent to me are absolutely untrue. Weather or not Akaso's actions are due to ignorance, disorganization, willfull deception or something else, it has become apparent to me that Akaso has no genuine interest in actually providing a fair resolution in this matter and that an amicable solution, even with the help of the BBB's dispute resolution team is just not possible. Should decide to pursue this matter it will be through the legal system. For now, the defective camera will remain in its original packaging sitting on my desk for all to see. Please close my complaint as unresolved.
  
  ********
  
   
   

• Initial Complaint

  Date:02/27/2023

  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 a Brave 7 camera directly from Akaso Tech on Feb 20, 2023. Order ************ The order still shows as pending, with no tracking number. I have written several emails to them, first inquiring about the status and when the item would ship, and most recently, I told them to keep the camera and simply refund my money. Again, no response from them.

  Business Response

  Date: 03/02/2023

  Dear customer, 

  We have submitted the shipment on Feb 22 with Yun Express:

  *************************6034343

  It shows the parcel has been reached ************ ****************** at present.

  So, you can get the parcel soon.

  If you want to return it back, please use the RMA form and pre-paid shipping label we send in the email,

  Once we get your return, we will definitely refund fully for you.

  Best regards

  AK tech