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:04/15/2023

  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 an item from this shop a few months ago. There was no mention of a delivery date being delayed until I saw on the website that shipping would take place in late February. When the item did not arrive in February, the website was updated to say it would ship the early part of March. We are now in April and I have not received anything from the company. The item was paid for when it was ordered on February 5, 2023. I have sent several emails to the company and they do not respond. All of the phone numbers go directly to a voicemail that will not accept messages. I cannot get them to respond in any way.

  Business Response

  Date: 04/17/2023

  Hi ******,

  Sorry for the delay.   The ProDocks are killing us just as much as they are our waiting customers.   They have been tied up in port and we hope to have it resolved soon.  But - it is still an open ended ETA.    If you would like to cancel/refund your order and just re-order when they are physically here let me know and I can take care of that for you.

   

• Initial Complaint

  Date:04/15/2023

  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.

  I bought a Keyboard for IPAD from though Verizon from Brydge in September 2022. After a month the keyboard stopped typing the letter g. I completed an update and the keyboard started typing the letter g all the time which makes the keyboard useless. I contacted Verizon and they said that I would have to work with Brydge. Brydge has a one year warranty on their product I have sent several emails and have only gotten one reply which stated they would be in contact within 48 hours that was 3 months ago. The phone number on the warranty card is unable to be completed as dialed. In short the product isn’t working and the customer service doesn’t exist.

  Business Response

  Date: 04/17/2023

  Hi ******,

  Sorry to hear that you have had an issue with your Brydge.    What model keyboard is it? and what is your shipping address so that. can look into getting a replacement sent to you.

  Customer Answer

  Date: 04/17/2023

  
  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. How do I reply to them 
  
  Sincerely,
  ****** ********
  

• Initial Complaint

  Date:04/13/2023

  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.

  Purchased an iPad Air Max+ with trackpad which was defective. I contacted customer service and provided all necessary information to get a replacement. I was told by one customer service rep, ***** **, that a replacement was ordered but no tracking # was sent to me. I have been waiting since 2/27/23 for this item to ship and all emails are ignored. No phone number to contact. No responses to anything. If this item cannot be replaced, I would like a refund. Original order was placed on 5/3/22 via Amazon, Order #*******************. Total cost including tax was $159.51. I would like a replacement or a refund.

  Business Response

  Date: 04/24/2023

  Hi *****, 

   

  Appologies!  ***** ** no longer works at Brydge and her emails were lost in the shuiffle.   Keep an eye out for tracking on Tuesday April 25th as I will get a Brydge Air MAX+ on it's way to you.

  Customer Answer

  Date: 04/25/2023

  
  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.

  Just a side note - I figured ***** ** left and was replaced by Kacie, who was the last person to respond to my emails. 

  I will be on the lookout for that tracking #. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/12/2023

  Type:Delivery 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 purchased a Brydge **** pro + Bluetooth keyboard (silver) through Amazon on July 14, 2022 (Amazon order # ***-6650894-2188226). On February 07, 2023 my keyboard started to malfunction causing my up arrow key to not work, letter keys Q-R and Y-P not working at all and also my mouse pad not working. I submitted a warranty claim through The directed website on February 13, 2023 which included all of the documentation requested (i used my computer on a daily basis for work) on February 15, 2023 i emailed Brydge to try and speed up the process a little in which i only received the automated message in return which does state our goal is to respond to all inquiries with a ***** hour timeframe from receipt of your message. On February 21, 2023 i emailed again because i still had not received any email regarding my warranty claim, still with no response. On February 23, 2023 9:37 am i messaged Brydge Technologies LLC on Amazon which is where i purchased it from on my business account email ***************************** in which someone did respond but only advised me to navigate to the main brydge website and follow the prompts instructed under the support tab and to please include ATTN: in my request in which i did, (this would be the 3rd or 4th time) finally on February 27, 2023 ***** ** emailed me back from ******************************************* i have copied the entire email here. (Hi ******,Thank you for contacting us here at Brydge and we are truly sorry to hear that you are having an issue with some of the keys on your Brydge, as this is truly rare.As a bit of reference, random key damage and non-responsive keys is generally the result of liquid damage to the keyboard module. Can you please confirm whether your Brydge has been subject to any form of liquids, as this will help us better assess the issue?) i immediately responded to ***** ** and of course i have yet to get another email its been 2 months since my first claim was sent.

  Business Response

  Date: 04/24/2023

  Hi Biance,

   

  Is this the correct shipping address to send a replacement to? ******************************************************. Please let me know and I can get one on its way

• Initial Complaint

  Date:04/12/2023

  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 a Brydge Pro Dock for my 14" Mackbook Pro laptop (order number ******) for a total price of $427.99 and received order confirmation on 01/01/23. At the time, it was listed on their website as shipping in January. After not receiving my product, nor any word on when I'd get it, I emailed the company and received the following response on 02/06/23 The ProDock shipment is currently on the sea towards the US. The window for delivery is currently mid February." That time has come and gone and I still have received no further word. I have emailed the company three times in the last two weeks, by replying to the email I was sent, sending a new email to their support address, and direct via the link on their website. None of these emails have been met with any response whatsoever. There is no other contact information or phone number listed on their website. All I have been asking for is a simple update on when I could reasonably expect the product that I ordered. I now have to believe either this company has gone out of business or I have been scammed out of my money. This is beyond infuriating. Even their ******** review page is a dead link. I have no other way of contacting them. At this point, I just want my money back.

  Business Response

  Date: 04/24/2023

  Hi *****,

  We are still waiting for the ProDocks to arrive.   I would suggest opening a chargeback with AMEX as I am unable to process the refund do to time elapsed.

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19929768
  
  I am rejecting this response because: So you accepted my money on January 1st, responded to one email in February, provided no further updates, then completely ignored the next three that I sent and now cannot refund my money on a purchase that hasn't been fulfilled because too much time has elapsed?  There is no phone number to call on your website and, when I researched the number on other sites, the business number is now forwarded to someone's cell phone with a generic greeting and no option for voicemail.  I still don't have a product so this is still an open order.  How is this even remotely acceptable?  And yes, I have now disputed the charges with American Express.  I do not expect you'll respond to this as we have no further business to discuss.  This comes off like a complete scam.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/12/2023

  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 brought the Brydge 12.9 Max+ on the 3rd April 2022 the keyboard henges then broke and It was still under warranty so I contacted brydge to see if they could help me. I got a reply on the 4th of Feb from Justin asking for proof of purchase, my current address and pictures of the damage which I replied back on the same day with all of the information. I didn’t get a response till the 23rd of February which said “We do not have replacements to send in your region at this time. If you reply with a paypal address I will be happy to arrange a refund.” So I then sent through my PayPal information but from the 23rd of February till now I haven’t received a refund I’ve tried to emailed again numerous times and even message on Instagram but still no reply. It’s not like this is just a cheap product to buy I spent $429! And I want my refund!

• Initial Complaint

  Date:04/12/2023

  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.

  Order ****** Ordered 3 produce thunderbolt 4 MacBook Pro stations 16 inch on February 1st, 2023. I have emailed business several times with no response pertaining to order or emails. No phone number or support is available. Spent ******* and I need a response or information on my order. This is such and unacceptable way to run a business. I need a response or a refund immediately.

  Business Response

  Date: 04/24/2023

  Hi ******,

  We unfortunately still do not have the inventory of the ProDocks.   Due to time elapsed I am unable to process a refund in our system.  I suggest opening a chargeback with your card company.

• Initial Complaint

  Date:04/10/2023

  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.

  I purchased the brydge 10.2 Max+ keyboard case from Best Buy - new - on January 28th 2023. After purchasing, I signed up for my year long warranty on the brydge website. The keyboard started breaking only 1 month after I started using it and I have been emailing Brydge since February 2nd and still have not received a response to refund my purchase or send me a new keyboard. The hinge on the keyboard connecting the iPad to the keyboard is breaking. Once this completely splits I will no longer be able to use the keyboard. I paid $110.49 for this keyboard after tax.

  Business Response

  Date: 04/10/2023

  Hi *****,

  Sorry to hear that this has happened.   We are currently out of stock of that model keyboard and unsure when we will have more inventory.   I can set up a replacement order for you - but as mentioned unsure when it will ship.   Or - if you have an email address that you use for PayPal , I can refund you via that. Just let me know which you prefer.

   

  Customer Answer

  Date: 04/10/2023

  
  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.
  

  My PayPal email is ********************, please refund me for my purchase.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/08/2023

  Type:Delivery 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 placed an order (Order #******) on February 14, 2023. The website said that orders placed would be shipped in the middle of February, but to due to high volume of orders that orders may take 1-4 days processing. I think I have been overly patient here. I have emailed twice and have not received an answer. The order email says to click on a dead link to Customer Support. At this point, while I would still love to get the product, I don't think we as consumers can trust that if there are issues this company will resolve the issues. I would like a full refund of my money at this point. It really would be nice if someone from this company would actually reply to customers. I keep reading that they are short staffed and are waiting for products. This company took my money nearly two months ago and there has been zero communication. Please simply refund my money.

  Business Response

  Date: 04/10/2023

  Hi ******,

  I have cancelled and refunded your PRE-ORDER for the Prodock.   At the time of your order the item was listed as a Pre-Order item only.  We are still waiting for the inventory and hope to have them soon so that we can start order fulfillment.

  Customer Answer

  Date: 04/10/2023

  
  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. I would like to add that the business liked to call out in ALL CAPS that it was PRE ORDER. The business had dates they called out and consumers should be able to hold the business accountable to those dates. I was patient for nearly 6 weeks with ZERO communication from this business. Communication is king in selling products and had this business responded to any messages I could have been patient further.
  
  Sincerely,
  ****** **********
  

• Initial Complaint

  Date:04/06/2023

  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 purchased the Brydge ProDock on 1/10/2023 under guidance from Brydge Website the item would ship by end of January. On Feb 6th I opened a case with Brydge and was told they were in the middle of the ocean and would ship mid Feb. I opened a second case in March that has been totally ignored. In reading past post here I see they are in port and for some reason inaccessible (only a few reasons for that usually). I would like a commitment from Brydge as to when this will be delivered.

  Business Response

  Date: 04/07/2023

  Hi ****,

   

  The docks are still tied up unfortunately and the unexpected issue will hopefully be resolved soon.   If you would like I can cancel/refund your order so that you may re-order once they are physically in our hands.