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:09/03/2025

  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.

  Various statements made which appear to be bait and switch and false advertising in order to reap sales. All info was gotten from direct calls to Wyze. A. First they claimed that the cams -(V3)- would record and save all footage shot. B. Then they calimed that I would need a subscription for ***** for both cams -- ***** ONLY -- for the year C. Then they calimed that The subscription is ***** X2 cams. for the year. D. Then they claimed that the subscription is ***** on the app store or that I could get the year subscription on their site which would be cheeper by about 20 dollars. E. I bought the subscriptiopn for ***** but it 'did not sync with the app -- so could not use --F. I was forced they told me to purchase one on apple app store -- for 127 approximately. (so the 'better price on our site' was never an option as stated. G. However their communication made it so that I bought the subscription 2X (2 different sites) and had to work to get my money back by calling many times -- which I still don';t know if I actually did get the credit or what I paid for. I actually then decided to pay for 1 month ONLY --- even though I need the subscription urgently for 1 year -- I HOPE THUIS FAR I ONLY PAID FOR 1 MONTH BUT ACTUALLY I NOW HAVE LITTLE IDEA.I would have bought another brand of cam by this point, but I am not able to change right now becasue I need a security system up urgently right now. -- The month is now over and I need the subscription for the year. I also need to know if I still paid 2x's and for what. I should have only paid for 9.95. What I want is the ***** subscription at the rate which was initially stated -- ***** for 2 since I Was handed down-right false inacurate and information and had to spend at least 20 hours on the phone getting to the bottom of this .

  

  Business Response

  Date: 09/05/2025

  Hello, we took a look at your case and would like to address the points listed.
  
  -Wyze Cam v3 has the capability to record events with the use of a microSD card. You may use either continuous recording or event recording with the microSD card. Without a subscription or microSD card the camera will only capture photos of events every 5 minutes. We do not see any messages from our team outside of this provided information.
  
  -We do not see any records of our team stating that Cam **** is $19.95 a year total for two cameras. We do see discussions of some services being $99.99 per year but our team did not state any items were $19.95 per year for more than one device. Cam **** is typically $35.88 per year per subscription but there may be deals that you could be eligible for. We would recommend taking a look at our prices and deals here: ****************************************
  
  -We do not see any messages from our team that states whether an in-app purchase or website purchase would be better or a different fee. As mentioned, we may run deals through our website that may differ from in-app purchase prices. We would recommend taking a look at the previously provided link for pricing and possible promotions.
  
  -Our team did not state where you should purchase the subscription from, however the subscription functions the same when purchased either via **** app or website. If you are having trouble setting up your subscription purchase, we would recommend taking a look at this article for further assistance: *********************************************************
  
  -It looks like a subscription was purchased directly from the Wyze website in which our team was able to cancel this as requested and issue a refund as it was not the subscription you were looking for. Refunds may take 3-5 days to reflect back to your account. Your second purchase was made through the Wyze app. When a subscription is purchased through the app Wyze is unable to make any changes to your subscription as in-app purchase info is not shared with us by ***** or ******, users may cancel their existing subscription with the following steps in this guide: *********************************************************
  If you have any questions about refund requests, please reach out directly to ***** (for iOS users **************************) or ****** (for Android users ***************************). 
  
  We have read through and looked over all conversations provided to our team from you. Our Wyze Wizards strive to provide legendary, personalized support to every user who reaches out. However, we've noticed an increase in abusive behavior and language towards our customer support agents during your interactions. 
  
  We want to remind you that our support team is here to help, and our agents deserve to be treated with the same respect and common courtesy given to someone face-to-face. Abusive language, threats, and harassment towards our support team will not be tolerated. 
  
  With that we have decided to discontinue our business relationship with you. Our team will no longer be replying to your correspondence and will not engage with you further. 

• Initial Complaint

  Date:09/01/2025

  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.

  This complaint is regarding Wyze Labs Inc deceiving the 1-year guarantee policy. After Wyze Robot Vacuum I bought in ******* in *****, ** on March 6, 2025 broke, Wyze Labs Inc. refuses to repair it or issue a refund that can be used anywhere else but through its web site. However, the current inventory at the web site does not list any other Robot Vacuum, needless to say the model that I purchased.Though Wyze Robot Vacuum offers the replacement of the equipment, they admit that: Wyze Robot Vacuum is currently out of stock, and we do not yet have a confirmed restock date. Such circumstance is not to my liking since I have purchased the robot for the current needs.Respectfully,***** *******

  

  Business Response

  Date: 09/05/2025

  Hello, **** has a 1-year manufacture guarantee warranty for most products. Warranty may be fulfilled by either a. replacement if applicable or b. Wyze Gift Card at Wyze's discretion. As we do not have any stock for the Wyze Robot Vacuum we will be issuing a Wyze Gift Card for the paid amount of the vacuum. You may find our Warranty Policy here: *******************************************************

  As your vacuum was purchased from an Authorized Retailer, we are unable to offer any further options outside of a Wyze Gift Card. You may also choose to try and return the vacuum to the Authorized Retailer.

• Initial Complaint

  Date:08/26/2025

  Type:Billing 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 own several wyze v4 and v3 cameras. **** has intentionally via the software made the cameras useless unless you pay a monthly fee. This was not required when they sold the cameras I request a refund for the one v3 and three v4 cameras. You cannot load videos from the sd card since the last update. It sits for 20 minutes. I have wifi 6 ******* fios 1gb internet and other devices work perfectly. **** is trying to force customers pay a monthly fee to use cameras they offered fpr sale wothout a monthly fee

  

  Business Response

  Date: 09/05/2025

  Hello, a subscription is not required in order for your camera to work. You will have access to the live feed, event photos, and general camera features. You may also choose to use a microSD card with your camera in order to receive either continuous recording or event recording. If you are running into trouble accessing your playback, please reach out to our Wizards team (********************) so we may investigate the issue further.
  
  The subscriptions offered by **** will give access to upgraded features such as Event Video recordings which are saved for 14 days on the cloud.
  
  We will not be offering any refunds for this case as our subscription services have been around for many years and openly available to customers that choose to update their recording options.
  

• Initial Complaint

  Date:08/22/2025

  Type:Order 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 is stealing money from me. They had me cancel my account they resubscribe or renew my account to get my credit card info. Then send me a email saying they refunded me to tell me they will take the money back the next day. What is going on? I am looking for fair treatment and now I have to lock my credit card. Why can't I get the service I paid for to speak to ****** who had me on the phone over an hour and a half to get nowhere at all. I want these companies to stop taking advantage of the disabled and customers period.

  

  Business Response

  Date: 08/29/2025

  Hello, your subscription was cancelled as the payment did not go through and was refunded immediately. It looks like you updated your payment, and the second charge did go through to activate your current subscription. We will not be offering any discounts for this situation.
  
  We can guarantee the refund for the failed payment has gone back to your account and we are not holding the funds. If you no longer want the subscription, please let our team know and we would be happy to cancel that for you.

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23782050
  
  I am rejecting this response because: the company did not reach out to me about my subscription.  Also, I will find another company and switch to them soon as possible.  I need to know in writing when I cancel do i get my refund back for the portion of the subscription I do not use at the time of cancelation? Or will they take my money or make me stay in the new subscription.  Either way I would like to know these answers and if made to stay show me where does it state this. 

  Thank you, 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 09/08/2025

  Hello, if you manually cancel your subscription yourself a refund will not be issued. Subscriptions are typically non-refundable but in this case our team will be able to make an exception as long as the subscription was purchased through the **** website. You must do this within the first 30 days of purchase, or no refunds will be available otherwise. Please let our team know if you need to cancel the subscription as soon as possible. Thank you.

• Initial Complaint

  Date:08/05/2025

  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 have wasted money on 11 Wyze Cam V4 cameras. These cameras do not pickup basic movement activity like a person walking down or up my driveway. With 3 different cameras at three different angles and distances, I can't get video of that person? And no phone number for support from ****. There is a phone number but you get hung up after a few minutes. Then, Wyze is trying to sell me a higher end subscription with "AI" to detect movement - the cameras are already supposed to pick up movement! Since I cannot return these cameras to **********, I am requesting Wyze to buy them back from me. My end of life, 8 year old **** cameras record better than these Wyze cameras. I have all of my receipts. I would like my money back. These cameras do not record as occurrences happen. They record cars driving by, a tree blowing in the wind, a headlight from a car, but not true movement from anyone walking your home - sometimes, but not when the cameras are truly needed for security.

  

  Business Response

  Date: 08/05/2025

  Hello, only items that have been purchased directly from Wyze through the Wyze Store can be returned to Wyze. Items purchased through ***** authorized resellers and distributors must be returned in accordance with their respective returns and refunds policy.
  *******************************************************
  
  We took a look at your most recent contact and found that you left the chat before being assisted for a services related question, this was back in August of 2024. We do not have any further contact from the provided information since that chat in August 2024. As we are unclear on the issue here, we would recommend reaching out to our team to discuss the issues you are having. As stated, we are not able to return and refund your cameras you purchased from **********, the only option would be troubleshooting.
  
  You may reach our team (********************) by either chat, email, or phone *****************). Thank you.

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23703324
  
  I am rejecting this response because when I call the number for assistance, I get hung up on multiple times.  Thank you for selling me products that do not function as promised.  As a senior citizen, I didn't need to spend this amount of money for products that do not capture movement as promised.

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

  

  Business Response

  Date: 08/11/2025

  Hello, we took a look in our system and cannot find any records matching the phone number provided meaning we do not have any incoming calls from this number. We also do not see the number as being blocked on our side, however, if you are calling from a number and blocking your caller ID you may not be able to reach us. If you have your number blocked please unblock your number so your call may go through or try calling from a different number. Thank you.

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23703324
  
  I am rejecting this response because my phone records prove that I called Wyze twice and when my turn came up to speak to someone, the phone connection disconnected.  To the BBB, you mind as well close this complaint since there will be no resolution.  As stated in my original complaint, the cameras only record movement intermittently - primarily vehicles that continuously drive by my house since I live on a heavily travelled road.  How can a person walk down my driveway and none of my Wyze cameras record?  Anyway, I already know I made a mistake buying these Wyze cameras so I am stuck with them.  And no, I will not be purchasing an AI controlled service from Wyze as suggested.

  Thank you,
  ***** *****

• Initial Complaint

  Date:08/03/2025

  Type:Billing 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 was unknowingly double paying, was paying direct to company and through ****** pay to my 1 account. I contacted them and they first offered $30, then $50 and now $100 bit say they "can't" offer a credit for the full amount. I just want the ****** on my account that was paid into the account

  

  Business Response

  Date: 08/04/2025

  Hello, Wyze is unable to make any changes to your subscription as in-app purchase info is not shared with us by ***** or ******, users may cancel their existing subscription with the following steps:
  
  For iOS users:
  Open your Wyze app.
  Tap Account, then Services. Select your subscription.
  Click Edit Plan.
  Adjust the quantity to 0.
  Tap Cancel Subscription.
  You will be routed to your iCloud account to confirm cancellation.
  Once you confirm, the canceled subscription will remain active till the end of the pay period. It will not renew.
  
  For Android users:
  Open your Wyze app.
  Tap Account, then Services.
  Select Edit Plan next to the subscription.
  Under Quantity, tap the subtraction sign (-) to lower the quantity to 0.
  Tap Cancel Subscription.
  Once you confirm, the canceled subscription will remain active till the end of the pay period. It will not renew.
  
  *********************************************************
  
  If you have any questions about refund requests, please reach out directly to Apple (for iOS users **************************) or ****** (for Android users ***************************).
  
  We apologize for any confusion or inconvenience this may have caused.

• Initial Complaint

  Date:07/31/2025

  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 their thermostat with the sole purpose of using it digitally so I would not need to physically use the thermostat in my rental unit. There is a delay in the product that is faulty. Though the app was telling me I had raised the temperature in the unit to stop unit, it was actually not. My bill doubled to $351. The person on the phone admitted fault but offered me a $10 gift card to Wyze, apparently they want me to spend more money buying there bad products. They couldve offered a refund on the product by **** gift card so I can pay the extra high power bill. Theyre customer service is horrible, you cant contact them on social media. I need help from anyone at the company!

  

  Business Response

  Date: 08/01/2025

  Hello, we are sorry to hear your thermostat may be running into some trouble. Our team would like to look into this further, we are going to reach out via email for a request for further information.
  
  To clarify, the $10 gift card offered was a gift from us to you due to any frustration caused, this is not considered compensation for the thermostat itself. **** does not provide compensation for any cost accrued through bills or installation.

  Customer Answer

  Date: 08/02/2025

   
  Complaint: 23682026
  
  I am rejecting this response because: Your product was bought with the confidence that it would save me money by allowing me to control my rental thermostat without being in the rental. However, do to it Mis functioning it cost me money. The least you can do is admit that $10 is not equivalent to the $150 I lost and refund me for my Wyze products so I can replace it a properly functioning brand. Please stop wasting my time and resolve this matter fairly. Customers should be treated with more respect. 
  
  Sincerely,
  
  Dory L

  

  Business Response

  Date: 08/11/2025

  Hello, a refund is not an option in this case as this item was not purchased through ******** directly from what we can see. Only items that have been purchased directly from **** through the Wyze Store can be returned to ****. Items purchased through ***** authorized resellers and distributors must be returned in accordance with their respective returns and refunds policy.
  
  As mentioned, Wyze does not provide compensation for any cost accrued through bills or installation for products. The $10 Wyze Gift Card provided was a gift from us to you for any inconvenience.

  Our team has reached out asking for further information so we can check for any issues going on. Please respond to our latest email request for a log and further updates. Thank you.

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23682026
  
  I am rejecting this response because:
  

  Its clear how poorly you treat your consumers. Providing me a gift card is an insult. The big company wins again against the small consumer. Awful!

  
  Sincerely,
  
  Dory L

• Initial Complaint

  Date:07/28/2025

  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.

  I have 2 cameras on my wyze account which i already paid for monitoring for Wyze is now charging me for 5 cameras wyze refuses to refund my money for the other 3 cameras which i do not even own

  

  Business Response

  Date: 07/29/2025

  Hello, it looks like the purchase you are referring to was an in-app purchase. While **** is unable to make any changes to your subscription as in-app purchase info is not shared with us by ***** or ******, you may cancel their existing subscription with the following steps:
  
  For iOS users:
  Open your Wyze app.
  Tap Account, then Services. Select your subscription.
  Click Edit Plan.
  Adjust the quantity to 0.
  Tap Cancel Subscription.
  You will be routed to your iCloud account to confirm cancellation.
  Once you confirm, the canceled subscription will remain active till the end of the pay period. It will not renew.
  
  For Android users:
  Open your Wyze app.
  Tap Account, then Services.
  Select Edit Plan next to the subscription.
  Under Quantity, tap the subtraction sign (-) to lower the quantity to 0.
  Tap Cancel Subscription.
  Once you confirm, the canceled subscription will remain active till the end of the pay period. It will not renew.
  
  *********************************************************
  
  If you have any questions about refund requests, please reach out directly to Apple (for iOS users **************************) or ****** (for Android users ***************************). While we cannot issue a refund our team has issued a $30 services credit to assist.
  
  We apologize for any confusion or inconvenience this may have caused.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23663157
  
  I am rejecting this response because:

  The payment was made to wyze.  wyze is capable of giving me back my money for a payment they received
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/20/2025

  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 ordered 3 security cameras on July 11, 2025. I paid $86.46. When I placed the order the had my correct address. The website mentioned orders ship the next business day. I called them on Saturday, July 19th. I asked if my order shipped. I spoke with someone in the ***********. He said it shipped but there's no tracking number assigned yet. When I mentioned I am an employee of the **** he backtracked. It's because I told him as soon as parcels are dropped off a tracking number is assigned. Then, he said the package did not ship. I asked if there is an item not in stock. He said No. I then mentioned their own website mentions items ship next business day. I asked to speak with a manager. He said there are no managers. I told him I worked in customer service for 26 years in different capacities. Again, he backtracked. After being lied to twice I no longer trusted this company. My package finally shipped on July 18th. That's when I noticed my shipping address is correct. I called again and told them. They said they can't do anything. I would have to contact the carrier, ****, *** change the address. I spoke with my ************ said No way customers call to do that. That would mean anyone could call us & change the shipping address. We would be sued by customers because random folks would be rerouting & stealing packages. The only person that can change the delivery address is the shipper. So, I called Wyze back and explained the very simple process. They can simply call ****, intercept the package & update the delivery address . I explained to 5 different people, both in an emails AND by phone how to do it. They refused and kept telling me how the **** operates even though I work there and know the processes. I got a final rude email to stop mentioning this and just wait to see what happens to the package. I asked for a refund.

  

  Business Response

  Date: 07/22/2025

  Hello, we took a look at your case and order. We found that your full address was associated with the order on our side for shipping through all systems. Once a package starts processing or has shipped, we are unable to modify the order. From ****'s website you may create an account to intercept or change a package as a user:

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

  From our shipping policy(*******************************************************):

  "Please always verify your address when ordering, we are unable to fix an incorrect shipping address on an order once it is in transit. If your order is in transit with an incorrect address, please reach out to your carrier to reroute the package. Wyze is not able to have packages rerouted or contact the carrier on your behalf.
  
  Refunds will not be issued for packages that were shipped to an incorrect address, but it may be possible for a replacement package to be sent."

  It looks like from the tracking provided the order was delivered today, 7/22/25. If you did not receive your order, please let our team know so they may ship a replacement order. Thank you.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23628357
  
  I am rejecting this response because:

  1--I work for ***** I spoke with my manager, as well as the sorting facility. A customer CANNOT change the delivery address. Because of the increase of scams, porch pirates etc there is no way to confirm someone calling with a tracking number is the recipient of the parcel. I explained 4 times to Wyze the shipper can simply contact ***** intercept the package, update the mailing address & we create a new shipping label. As opposed to them spending more money for them to reship.

  2--When my order was placed my confirmation email was sent. When the email that my parcel shipped **** had an incomplete address. 

  3--This company has almost all AI and automated customer service. Whenever I did get through I spoke with someone in the ***********. I don't believe they understood what I was saying. In addition, the last emails from them were rude.

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

• Initial Complaint

  Date:07/10/2025

  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 ordered an item on 7/9/25. Within minutes of placing an order, I realized it was the incorrect items ordered. I immediately contacted the company via chat and provided them with the information to cancel the order. Wyze policy is that orders can be cancelled within the 2 hours after they've been placed. This was great news since I was within that time period (literally within 5 minutes of placing the order). I was told the order was cancelled and that should be it. I even asked specifically "can you confirm the order was cancelled" and received positive confirmation (screenshot attached). Well, I thought that was it. The next morning, I received an email that the order is preparing to ship (has not shipped yet). I contacted support and was told that the order was NOT cancelled and there was nothing they can do. I had to wait to receive the order, call them back to request the refund, drive to *** and ship the product back, wait for them to receive the product, then wait for the refund. This is unacceptable as the order was cancelled (as per them) and I should not have to be put to work just to receive my money back. I am not asking for anything more than what I was promised, which is to cancel my order and receive my money back. This is NOT for a subscription. This was a doorbell product.

  

  Business Response

  Date: 07/10/2025

  Hello, we're really sorry for the confusion surrounding your cancellation request. It looks like the cancellation didnt go through successfully, which is why the order was still processed and shipped.
  We completely understand how frustrating this must be, and we want to make it right. While were unable to issue a refund without receiving the items back, once the return is on its way to us, well make sure you receive a full refund promptly.

  We have issued a return label through our support team. As soon as the package is dropped off and on the way, we will issue a refund. We typically do not issue refunds without the item being delivered first, but we are making an exception due to the situation. Thank you.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23582260
  
  I am rejecting this response because: the burden of correcting your mistake should not fall on me. I canceled my order and was told it would not ship. That should have been the end of the matter.
  Instead, due to your error, I am now being asked to:
  Wait for the order to arrive
  Reach back out to request return instructions
  Take time to drop off the package
  Wait again for the return to be processed before receiving my refund
  This is entirely unacceptable. I should not be penalized with additional steps, delays, or inconvenience for a mistake that was not mine. I am not asking for anything beyond what I was already promised: a refund for the canceled order.
  The only acceptable resolution is for the refund to be issued now, without requiring further action on my part. Due to my health condition I am unable to travel to the **** office to drop off the box, nor should I since the other should have been cancelled, as previously confirmed.
  
  Sincerely,
  
  ** ******

  

  Business Response

  Date: 07/17/2025

  Hello, we can confirm from our side a cancellation email was not sent as the cancellation request did not meet the stipulations in order for a cancellation to be provided. If a user does not receive a cancellation email from Wyze that means their order was unable to be cancelled. **** does not guarantee cancellations of orders as they have a short time frame in which they start processing to ship. While we understand the users frustration in this, Wyze does not issue refunds without a return of the item. In this case, we made an exception to issue a refund once the package was on the way to us, a refund has since been issued since the item has been shipped back so we now consider this case closed. Thank you.