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:04/06/2023

  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.

  In July 20, 2022 I purchased a Brydge 11.0 Pro Wireless Keyboard (BRY4012) from Brydge Technologies (their Amazon store), paying $110.73. Upon receipt of the keyboard, I charged and it has worked fine. On March 20, 2023 I charged the keyboard (for the second time), however it will not charge. When I charged it, the red light came on for a few minutes while charging and then went off. Holding down the POWER KEY for a few seconds, the LED flashed RED, indicating that the charging was not successful. When I attach a charger, the POWER KEY’s LED remains OFF. I’ve tried a few different chargers and USB-C cables with the same results. It appears not to be charging. I emailed Brydge Support on March 20, 2023 at ***************************. I sent a follow up email on April 5th, 2023. I have not received any follow up to my email other than an automated: "We have received your message and are eager to assist you. Due to staffing shortages, we're currently experiencing delayed response times. We appreciate your patience, and are working to support you as swiftly as possible." I have left their managing director 2 voice mails on his cell phone, with no response. Their previously published telephone number appears to be disconnected. Their website appears to be taking orders for product and their products are available for purchase from BestBuy. It would be great if Brydge support would email me back with recommendations or a resolution. Failing that, I would appreciate either a replacement keyboard or a full refund of my money. Thanks ...

  Business Response

  Date: 04/17/2023

  Hi ****,

  We have no more inventory of that model available to issue a replacement.   But - if you let me know what your Paypal email is I can refund you .

  Customer Answer

  Date: 04/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:  my purchase has not been refunded to PayPal.  My PayPal account is same as my email address. 
  
  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 placed an order for a 16 pro dock in January. it was to ship out in February. I was told it would be another week. Now no one will answer any email, and the phone number is gone from the site. I just want the product I paid for.

  Business Response

  Date: 04/06/2023

  Hi ****,

  The ProDocks are STILL not here and it's killing us as much as it is our customers.   When they do finally arrive we will have plenty of inventory.  So let me know if you would like to cancel/refund your current order so that you can just reorder when they are physically here.

• Initial Complaint

  Date:03/31/2023

  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 ordered an item from Brydge. The website said items were shipping mid February. Any attempt to get an update has been unanswered. The phone rings to a busy signal. They dont return emails. I got them to respond to a Tweet where they asked me to message them, when I did, they didnt respond. I feel like they took my $500 and ran

  Business Response

  Date: 04/03/2023

  Hi *****,

   

  Unfortunately we are STILL waiting for the shipment to arrive.   It is killing us as much as it is killing our customers.   We will have plenty of inventory available once they do finally get here.  So let me know if you would like to cancel/refund this order so that you can order in the future when the inventory is here.

  Customer Answer

  Date: 04/03/2023

   
  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.  Please refund $476.86 to my credit card. Order number 173025. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/29/2023

  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 a Brydge ProDock - Thunderbolt 4 MacBook Docking Station on Feb 2 2023. After several missed delivery deadlines and several excuses all contact has been cut off. I have not been able to contact any through any means to get a status update. Order #. ******.

  Business Response

  Date: 03/29/2023

  Hi ****,

   

  We are STILL waiting on these to finally get here. It is killing us as much as it is killing our customers.  I could tell you "two weeks" as that was we keep being told. But, that "two weeks" has come and gone a few times.    Once we finally get them we will ship them all out to our customers as quickly as humanly possible.  If you would rather cancel and just re-order when then inventory arrives, let me know and I can get that cancelled and refunded to you.

• Initial Complaint

  Date:03/21/2023

  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.

  My ORDER #****** was placed February 13th. On the date of purchase the website said that the order would ship before end of February. Since then I have contacted Brydge via their contact us button on website, I have sent five emails to their customer support, I have in boxed them on ******** and I have also tweeted @ them on ******** I have not received ANY correspondence back on the status of my order. I not only find this unacceptable but the amount of money that I paid and for your company to not respond to ANYTHING that I have sent is criminal. I need this order canceled immediately and hope you change your business practices immediately.

  Business Response

  Date: 04/03/2023

  Hi *****,

  It looks like the ** team has refunded your order on 3/22.   Let me know if you have any additional queastions.

   

• Initial Complaint

  Date:03/20/2023

  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.

  Hello, my name is ****** and I purchased a Bryce Dock Pro from Brydge Technologies LCC through an app called Shop on Dec. 29, 2022. Order number ******. For the first month I was in contact with a gentleman named Justin. He would reply every 48 hours with an update on the delays and any other info I requested. Since about 02/05/2023 was the last time I heard from him or anyone. They’ve since taken down the phone number off the site and even if you call, the number claims it is busy. I’ve tried emailing at least once every 3 days for the last 3 weeks. I’ve tried to reach them from the website customer service message portal. Nothing. Luckily, I live in SLC, UT - just about a 40min drive from their location at **** ********** ** * ***, Park City, UT 84060. I visited the location in late January, and was turned away since they didn’t have any docks they could offer me on the spot. Now that it’s been a month, I thought I would try again and visit and to my surprise, everything in their location has been liquidated and the UPS guy told me he has no way of getting a hold of them for their deliveries and that the last thing he knew was that they were swapping to a Work From Home Business type. I asked if he knew of a way to contact them and he gave me the name of one of their employees (Rylie F******). He couldn’t recall the owners name off the top of his head. I don’t know how to follow through with this issue other than writing this on the BBB page to get their attention. Order number: ****** Tracking number: ********************  Ultimately, I just want someone to contact me and give me an update and work towards receiving the item I purchased as I prematurely sold my previous dock to afford this one. Thank you.

  Business Response

  Date: 03/21/2023

  Hi ******,

  As you found out - it's been a wild few months and apology for the lack of reply as our support staff is no more (trying to find new staff).  We have all gone remote and we're trying to catch back up with the inbox.  The Prodocks are STILL not here.... which is driving us mad and in turn hurting us and our customers.  All pre-orders will 100% be honored and fulfilled once we receive the inventory. Unfortunately - that is still an open ended ETA.   I do have a tested like new "open box" unit that I can get out to you and refund you 25%. OR - we wait for new ones to get here or if you rather, I could cancel and refund the order.    Just let me know which you prefer and I'll get it taken care of for you.   

  Customer Answer

  Date: 03/21/2023

  
  Better Business Bureau:

  I don’t know how to respond to the business owner through this system - but I would like to accept his offer of the “opened box” replacement and immediate sending of the package for a 25% refund. That works for me and still supports the business which was my main intention. I know times are rough and I would feel comfortable with making that adjustment.

  
  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:03/20/2023

  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 sent the product back in January for technical issues and they wanted me to send it back. They received the product January 16th 2023. Here is the tracking number. ************. They stated they sent a replacement order to me and I had to verify my address for them. Order number: ******. That was February 3rd. Since that date I have heard nothing. The product I ordered is out of stock. They failed to inform me of this. I am now moving and need to have my address changed so I can still receive my product. As for now they have my product and my money. I need something in return. And I prefer my money back at this point.

  Business Response

  Date: 03/20/2023

  HI ****,

  I'd have to dig through *** refund logs to see *** who/whys it was cancelled and refunded.   But, if *** issue was not receiving a product (which we still do not have stock of) - a refund is *** best possible solution.

  Customer Answer

  Date: 03/20/2023

   
  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 a refund if at all possible at this time.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/18/2023

  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 ordered a dock in early December and it was supposed to be delivered at the end of January. They pushed the delivery date several times and now no one from support has responded to my requests for an update in several weeks. I would like to know if the order will be filled, otherwise I would like a refund.

  Business Response

  Date: 03/20/2023

  Hi ****,

   

  The ProDocks are unfortunately still on the way and not here yet.   All orders will ship when they arrive - but unfortunately we keep getting the same message ourselves - "two more weeks".    Let me know if you want to keep the order open or for me to process the refund.    It's killing us just the same .  Wish I had a more concrete date for you.

  Customer Answer

  Date: 03/24/2023

   
  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:03/16/2023

  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 ProDock - Thunderbolt™ 4 MacBook Docking Station" for $423.99 on January 14, 2023 and have not received a shipping confirmation let alone the product itself. I contacted Brydge late January and on February 2, 2023 they responded and told me "Hello *****, Thank you for reaching Brydge and checking in on your preorder. The ProDock preorders are currently on the sea towards the US. The window for delivery is currently mid February." I then emailed them back on February 20, 23 "It’s now February 20th. You guys have had my $400 for a month+ and I still have no product and no update. What is going on? This seems kind of unreasonable." and they responded on February 22, 2023 "Hello *****, Thank you for reaching out and asking about this. This unfortunately is the nature of preorders. The orders are taken as the product is being manufactured. We try our best to give the most updated shipping windows but things change along the way. This is especially true with cross ocean freight shipments. Currently we are looking at an early March window for the orders to go out. We do not see this as taking your money as we are in the process of getting the product to you and you have the ability to cancel this order for a full refund anytime before the tracking number for your order is made and the item ships. I do understand the frustrations with the expectation of it getting here sooner. But this is still the quickest way to get this product. I am also here to answer any questions you have along the way." This issue is insanely wide spread and there is a community of burned customers investigating whether or not brydge is even within the bounds of legality with its silence and the fact that for some people the company is over 60 days behind on shipping orders that have been paid for in full. If you are reading this and you are a customer you should know that over half of the company's total complaints have appeared in the last 12 months alone for a reason.

  Business Response

  Date: 03/16/2023

  Hi *****,

   

  Support is currently severely shirt staffed and behind.   The ProDocks are still not here.   But - I have gone ahead and cancelled and refunded you order for you.  You should receive an email shortly for the refund.

  Customer Answer

  Date: 03/19/2023

  
  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:03/14/2023

  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.

  I purchase this top of the line ipad keyboard / case which after a few months ended with a warranty issue. the issue has been opened for 45 days and no response. their phone numbers are disconnected and only 1 email that isnt replied to. all i want is the replacement for our warranty issue - it is terrible that companies can hide like this and get away with this type of service. i even contacted best buy where the item is sold and they reached out to the company too. i am hoping you can assist us...but if cannot i really think i am going to file legal action against them...there must be more people having the same issue.

  Business Response

  Date: 03/14/2023

  *******,

   

  Apologies - we are extremely short staffed at the moment.  I have that replacement set up for you (you should have received an order confirmation email) but it will take me a few days to get it physically shipped.  When it does ship you will get a shipping confirmation email that will contain the tracking information.