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:03/12/2023

  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.

  My ORDER #****** | Purchased in July of '22 for $64.99 total for a MacBook Vertical Dock. Since I received the product I've had product issues which I've expressed to Brydge. The response I always get, when able to get a hold of someone, is check your monitor and connections, which I've done repeatedly. Last month it finally gave out and no longer works. I have various emails a Justin R***** with [email protected], with video explaining the situation hoping for a resolution. Again: "check settings on mac" and connections type responses. It was working one day, the next day it wasn't. If I don't constantly ask, they discontinue communication and it seems like forget about the issue. I think a refund or replacement would be a fair resolve. Thank you.

  Business Response

  Date: 03/13/2023

  Hi ******,

   

  Sorry for the delay in response as we are going through some staffing changes at Brydge.   Looking at the videos you had sent through, I notice the clear stickers on the ends of the black plastic liner are still on your vertical dock.  Those can prevent the vertical dock from not fully engaging the internal ports of the dock.    The dock itself if a fairly simple device and internally there is essentially just two L shaped Thunderbolt ports.    So it all comes down to connectivity with those ports as there’s  really not much that can fail on the dock itself.    I would do a couple things.   Remove those clear stickers off the black plastic liner and also unplug the cable that is going to the monitor from the dock - rotate the end of it 180 degrees and replug it back into the dock.     The cables are not meant to be directional and they shouldn't "care" which way they are plugged it... but randomly some like to be plugged in one way vs the other.  The only other thing that can be an issue is if your MacBook is older and you have been plugging things into the ports for a few years.  The ports in the MacBook might not be "snug" enough for the ports inside of the dock, even though they are snug enough for the cables when plugged directly in.    It is simply a friction hold on those ports that keeps the MacBook in the "down" position  in the dock. If these ports on the MacBook are a little worn from use over the years, the MacBook could be lifting up from the spring pressure of the dock just enough to not be fully engaging.       Give the couple trouble shooting steps a try, even a different cable to the display and see if that gets it up and running for you.

  Business Response

  Date: 03/16/2023

  *****, 

   

  There is no "prolonging" going on here.   As explained - there is nothing inside the dock that can fail bar any physical damage from the MacBook being inserted backwards (believe me...it actually happens) - That leaves loose ports on your MacBook or cables that for some reason do not like the connection with the vertical dock.   If the MacBook ports are worn, a new dock will not solve the problem.   That is why we are trying to eliminate it from being a cable problem.   I have refunded your order.

  Customer Answer

  Date: 03/16/2023

  
  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:03/11/2023

  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 "Brydge ProDock - Thunderbolt 4 MacBook Docking Station" and paid $427.99 on January 17th, 2023. My order number is ******. This item was supposed to ship before the end of January - it is now March 11th, 2023 and the item has not shipped. Customer service from Brydge does not respond. Their customer service phone number is disconnected and does not work. It appears that this company is now scamming customers and selling fake inventory and collecting payments for orders they do not plan to fulfill. I want my order cancelled and refunded in full. I have disputed the transaction with my bank, and with Amazon Pay (which is the checkout method I used even though I purchased the item on Brydge's direct website). I would like to see the BBB perform an investigation into this company for fraud, and I would like anyone reading this complaint to know that Brydge will steal your money. Stay far away from this company. Users have also posted on their Facebook page with the same issue (unfulfilled orders, unresponsive customer service, and a disconnected phone line).

  Business Response

  Date: 03/12/2023

  Hi *****,

   

  You order has been refunded.  

  Customer Answer

  Date: 03/12/2023

   
  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:03/07/2023

  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 Thunderbolt 4 Mac Air dock and have not received the item as promised in mid January. Brydge has been contacted numerous times and no status has been provided and the item has not been delivered. Communication from Brydge is extremely poor. The item is now 2 months late and if isnt received soon I will proceed with civil and criminal complaints.

  Business Response

  Date: 03/20/2023

  Hi ****,

   

  Looks like there was a delay in this message coming through to us.   But - your orders was cancelled and refunded back on March 7th.  The inventory is still on the way... but we keep getting the same open ended message from our supplier and shipper as well.   Frustrating on all levels .  Sorry this has happened.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19548907
  
  I am rejecting this response because: the order was never delivered and was cancelled without notice.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/02/2023

  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 purchased a keyboard for my iPad Pro in December, 2022. I need to make a warranty claim as the plastic hinge cracked in February, 2023. I have emailed the business and also communicated with the business via the chat function on its website and via Facebook Messenger. The chat function on the webpage provided a brief automated response, but I have not received any reply to any of my other attempts to contact the business. I have also attempted to telephone the business via two different phone numbers but reached an automated response stating that the wireless customer at these numbers was not available. It is a concern to me when a business cannot be reached by email, chat or phone. At a minimum if the business is not accepting chat or phone calls the website should inform customers of this. I want to make a warranty claim on the keyboard but basically I am unable to obtain a timely (or indeed any) human response from the business. I am contacting BBB in the hope that they may be able to facilitate some kind of response.

• Initial Complaint

  Date:02/27/2023

  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 have purchased equipment from this company in the past and have been very pleased. I pre-ordered a new product that they had launching back in December of 2022, and it was to be shipped in late January 2023. As late January approached, I emailed their support team for an updated ETA and they said it was on track to be shipping last week of January. After we got into the first week of February and I had not seen an update on the product shipping, I emailed their support team again. I never heard from them. I emailed them 6 times over the subsequent 4 weeks to no avail. Not a single response. I tried calling their listed phone number and it is disconnected. I attempted to reach their CEO on LinkedIn to no avail as well. The complete lack of customer support and care in this situation is appalling. I can't even get ahold of them to get a refund of my purchase.

  Business Response

  Date: 02/27/2023

  Hi ****,

   

  We are unable to process a refund as you have a charge back open which often ties up your funds for a month plus.  If you close the chargeback, the refund can be processed immediately.

  Unsure why your ticket was not responded to.  But,  each email you sent opened up a new ticket putting it further back in the queue.   We are still waiting for the shipment to arrive.  It's in LA now and we are waiting for it to be transferred up to our warehouse so that we can start processing the orders.

  Just let me know if you get that chargeback closed and I can process your refund.

   

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19507478
  
  I am rejecting this response because: I find it completely absurd that I have to resort to contacting the BBB to actually get you (as a company) to respond. What kind of company doesn't respond to support inquiries? You can't blame me getting pushed to the back of the line because I engage weekly. If you can't get back to a customer within a week of submitting a request for update, when your response timeline SLA is 2 business days, that is just sad. 

  Also, why is your phone number disconnected? Is your goal to block people from engaging with your company? Do you just want to take their money and leave them hanging? If I had not engaged the BBB, would you have even responded to my support request? What about consumers who don't know to engage watchdog groups like the BBB...do they just get to sit in the unknown until you feel its been long enough and then respond?

  I would like the product. If you can update a shipping ETA, that would be optimal and I will remove the chargeback from the CC company. I just wanted information...all of which you had and refused to provide. If you can provide that ETA, I will contact the CC company and release the chargeback. Let me know what you would like to do.

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

  Business Response

  Date: 03/02/2023

  Hi *******,

   

  ETA is hopefully March.   The inventory has reached the ** but is still tied up at the port.  That is why I offered a refund rather than an open eded ETA.    Once the inventory arrives we will have excess so that ordering again when the inventory is here will not add any delay.   That way you get your money back now and do not have it tied up in a pre-order.

  Customer Answer

  Date: 03/03/2023

   
  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.
  
  Sincerely,
  
  ***************************

   

  Brydge: Dispute has been removed so please process the refund.

• Initial Complaint

  Date:02/17/2023

  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 PRODOCK for my macbook pro from brydge early 2022. i was to get the dock by october, didnt end up getting until december 2022. it doesnt work. Ive been tyring to reach support and i get no responses. I paid $400 for this product. I try to call the number is disconnected. I ******** messaged, Ive emailed and nothing. My macbook gets stuck in the sleeve in addition the port doesnt work. i want my money back now. it doesnt work at all. no sense in keeping it as their support ***** too

  Business Response

  Date: 02/28/2023

  Hi ******,

   

  Please check your email as we have not heard back from you since Fed 17th. and let us know if you need additional assistance

• Initial Complaint

  Date:02/10/2023

  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.

  11/14/22 I asked Brydge Technologies for a repair on an accessory keyboard for an iPad. The keyboard is not charging. I was contacted by email asking for a short video showing the keyboard plugged in and not charging. I did all that, sent with an email message explaining everything. I have never heard back, and online chat and landline phone do not work. I would just like a working keyboard like I asked for. Also a working phone number to contact them for service.

  Business Response

  Date: 02/21/2023

  Hi *****,

   

  After looking into this for you it seems you received a reply on Nov 14 , 2022 and we did not hear back from you until February 7th of 2023.   We apologize that your keyboard is no longer holding a charge.  Unfortunately, batteries have a life cycle of only a few years and your keyboard is now nearly 6 years old.   I wish we could replace that keyboard for you but it has been out of production ever since Apple stopped producing the iPad 9.7 in 2017.  Once our inventory for that model was gone all we can do is extend a discount to you which was offered.   Coupon code F6TJZDJC5XHB is good for 40% any future purchase of a Brydge keyboard on our site.

• Initial Complaint

  Date:01/23/2023

  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.

  I recently purchased a new keyboard for my iPad. The keyboard is not connecting to my iPad. We have tried multiple ways to get the device connected and it will not work. We are in need of support to get this connected, or I would like to request a return. I am very upset and would love some help as the return policy has to be done within 30 days of purchase. I need help with what my next steps should be. I understand staff may be limited but I havent received any further help in order to resolve this issue. I received an email from a rep named ****** asking for my iPad generation and never heard any more and I have sent 3 follow up emails. From another email tread i have an email from ***** asking to send a picture of the issue which is a bluetooth pairing issue so that is hard to show in a picture - I have taken a video and will send this.I have never had an issue with Brydge devices before and I simply just want to be able to use a working keyboard with my I Pad. Order number is #******and the item was a Brydge Max *

  Business Response

  Date: 01/24/2023

  Hi ******,

   

  Just following up.   It looks like the team has provided you a return label and a refund or replacement will be sent once your return makes it back to Brydge.   Please let me know if you did not receive the *** label.

  Customer Answer

  Date: 01/24/2023

   
  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. I will begin the return process and hope that they soon follow up with a replacement key board. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/11/2023

  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.

  Purchased a Brydge 11” MAX+ keyboard and trackpads on 1/7/2023 for $169.99. Order #******. Keyboard had three problems my wife was unaware of when buying it for me as a Christmas gift: (1) no charging cable is included (we don’t own the type needed, and cannot charge it), (2) Hinge doesn’t open to 180 degrees like ALL prior Brydge keyboards we’ve purchased. Hinge is apparently limited to 135 degrees only. These are deal breakers for us. I sought resolution with no replies on 1/11/2023. Live Chat wasn’t functioning. Phone support went straight to voice mail for an entire day of calling DURING their business hours. Resorted to email complaints requesting a return. Item is unboxed and unwrapped. However, in examining their return policy small print it states a “7.5% rebooting fee + shipping” to be paid by customer with ALL returns. I am requesting a FULL REFUND on a return of this unwanted product. I am resorting to the BBB due to a lack of ability to actually contact Brydge about this issue and deal with them directly. I have tried to reach out to them all day and cannot reach ANYONE on phone, live chat, or email. Now its off to the BBB to see if this moves the dial. I’ve purchased 3 keyboards from them in the past (each a different model) for different iPads. After this experience, I dare say I will think twice before ever buying a product directly from them again. Beyond frustrated and disappointed.

  Business Response

  Date: 01/12/2023

  Hi ****,

   

  Looking into this for you.   I do see you emailed yesterday and should have received a message after your submission stating that you will get a reply in 24-48hrs.   I'll bump your inquiry up in the queue so that once of the CS reps can get a return label sent to you.   

  Customer Answer

  Date: 01/14/2023

  
  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:10/26/2022

  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 (#******) on October 7, 2022, and I have not received my item as of October 26, 2022. I have not even received a shipping notification. I have been in contact with two representatives, and allegedly, the warehouse is having shipping issues and has forced delays. However, my item is roughly 2-3 weeks late, and I have only been offered a 10% refund. This is incredibly unfortunate.

  Business Response

  Date: 10/27/2022

  Hi ****,

   

  Yes, we are experiencing shipping delays with our warehouse.    If you would prefer a refund and for us to cancel the order that is no issue at all,  just let us know and we're happy to take care of that for you.   The item is also available at BestBuy if that is more convenient location to purchase from.

  Customer Answer

  Date: 10/27/2022

  
  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 my order to be cancelled and refunded so I can purchase from an alternative retailer.

   

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