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:06/17/2024

  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.

  On the 20th of January, 2024, I placed an order for $1,020.00. I then returned this order using a return label provided by ****, facilitated through the United ********************** I returned the items, and it's been almost five months and I haven't received a refund. They were marked as delivered, but the **** tracking is now invalid since it's been over 120 days. I've tried to contact them over twenty times, but they refuse to open a ticket or even get back to me. Their live chat will put you in a queue, tell you to email them, and then you never receive a response back. When I do get through, they keep telling me they'll reach out in 3-5 days, and I never hear back. This has been an awful experience, and I want my money back. It almost seems as if they're purposefully attempting to keep my items and my money as well.

  

  Business Response

  Date: 06/24/2024

  Hello, our warehouse team must physically check in all items before a refund may occur. Our team has let us know that no items were received from the provided tracking and RMA number, we will not be providing a refund as we did not receive any items back.

• Initial Complaint

  Date:06/16/2024

  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 placed an order on Wyze. Order number (US-5878887) after some issues with DoorDash I scheduled a return and I checked the return and it was sent back to me. I asked **** for another label. I was given a return label with the address WYZE LABS ******** WYZE LABS INC ***************************************************************************************************** This isnt a warehouse and this was the label I was provided. the return states it was delivered at the receptionist or mail room. However upon emailing Wyze I keep getting told my issue is escalated to the warehouse when it was being sent to their offices. All I am asking is for Wyze to refund my order and make it right since the return was shipped back delivered and signed ********************** Thank you,

  

  Business Response

  Date: 06/17/2024

  Hello, your return was shipped directly to our office. Our office team who checks in these packages has not given us any update on if this was received, when they receive these packages they will physically check in all items and let our team know once they have been checked. We do not issue refunds for these returns until our team has physically accounted for the package and checked in all items.

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service 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.

  Service I paid for last year stopped working, and was not able to be resolved via extensive trouble shooting. A year later, theyve billed me for a renewal despite not providing original service OR notifying of renewal, and are refusing to refund.

  

  Business Response

  Date: 06/17/2024

  Hello, your refund was issued 6/14/2024. Refunds may take 3-5 business days to process. Thank you.

• Initial Complaint

  Date:06/08/2024

  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 two Wyze plugs on 1/5/23 and both of them are no longer working, which is unfortunate and unacceptable. Wyze should not sell products, that they describe as great technology, that only operate in good working order for 15 months. While I realize this is an insignificant amount of money I wasted on Wyzes subpar quality products, however, it is the principle. Wyze is a manufacturer and retailer, selling low-quality goods that dont even last a year and a half. To force clients to repurchase items that Wyze obviously cant manufacture to last a reasonable amount of time, to make profits, is unethical.

  

  Business Response

  Date: 06/10/2024

  Hello, one of our Orders Specialists will reach out to you with further information regarding this issue. Thank you.

  Customer Answer

  Date: 06/10/2024

   
  Better Business Bureau:
  
  While the business response states that they will review and respond with additional information, in the interim, Wyze, the business, has reached out to me directly, see attached correspondence, offering me a replacement of my defective  goods, which I find acceptable.  
  Thank you kindly for partnering with me on a  swift problem resolution.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/05/2024

  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 chatted with a Wyze sales representative on June 9, 2023 and asked a number of questions before deciding that Wyze home security cameras and floodlights would work for me. (Reference: [Wyze Ticket *******]). I explained to the Wyze representative that I was interested in purchasing their Wyze 3 cameras and Floodlight Pros but that I wouldnt be internet connected when I purchased them. My key question was if I could use this type of setup with local memory microSD cards that I would purchase from them even if I wasnt internet connected. I asked this two times and in different ways to make sure that I was understood correctly. The Wyze rep responded, Yes, thats correct. It was based on this interaction that I purchased $614.77 of the equipment wed discussed. I purchased these items on three occasions between 6/24/2023 and 11/2/2023.Wyze Ticket *******, February 8, 2024 - The return of order US-******* was approved by ***************** of Wyze. The three Wyze Cam 3s and three MicroSD cards (2 128GB and 1 256GB) had a total price of $181.17 including tax. The package with all items (in new condition) was sent **** using the provided mailing label on February 12, 2024. It was delivered on February 16, 2024 as **** tracking indicates, it was left with a person at the *************, ** destination address. (Tracking number **********************) **** stated that once the return was received a prompt refund would be processed. On 2/22/2024 ***** from the Wyze Orders Team sent an update stating that the warehouse team was verifying the items returned.On 3/8/2024 I inquired if there was any update since I hadnt heard from Wyze or received a refund.On 3/8/2024 ******* responded back stating that the warehouse team needs to confirm the packages receipt, but that a prompt refund would be processed once thats done. (***** already confirmed this on 2/22/2024.)As of 4/6/2024, no follow-up or refund has come from Wyze since.

  

  Business Response

  Date: 06/06/2024

  Hello, it looks like our warehouse team has not updated this case. With large orders or exception returns we need a physical confirmation from our team that items were delivered. We will follow up with our warehouse team for further information. Thank you.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21804328
  
  I am rejecting this response because:

  Delivery of the items were confirmed as being received by Wyze at the address on the provided return mailing label in two ways: (1) ******** tracking states on the last update, "Your item was delivered to an individual at the address at 11;46AM on February 16, ******************************************************." and (2) On February 22, 2024 (see Wyze Ticket *******) ***** from the Wyze Orders Team was verifying the items returned.  How can you verify what you haven't received?  This is a second confirmation of receipt of the items.

  Please note that a more important issue related to my BBB complaint is that false information was provided by a Wyze Sales Representative the led me to purchase all $614.77 (including tax) security devices from Wyze.  You have record of this discussion in your own ticketing system (see Wyze Ticket 3087898).  My discussion with the sales representative, *****, addressed that I would not have internet connectivity for two years and I wanted to confirm that I would be able to use your hardware for security monitoring (wyze cam 3's and floodlight pros) for the two years preceding having internet access and then after.  ***** confirmed that I would be able to do that, which was false.  I relied on her expertise to purchase all of the hardware from Wyze that I did.  I would not have purchased anything from Wyze if she had spoken accurately and truthfully about your products.  She did not and I spent my money on a product that I cannot use.  I want to return everything due to this error on ****'s part, not just the items that Wyze would allow me to return.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/17/2024

  Hello, as mentioned due to the size of your return our warehouse team must give us an update on the physically checked in items. We are still awaiting this update and will respond via your ticket once an update has arrived. Thank you.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21804328
  
  I am rejecting this response because:

  Thank you for your reply.  I have not received a response to my primary complaint which relates to purchasing based on being provided pre-sale false information by a Wyze sales rep.  Please speak to that issue.

  I appreciate that you're checking with the warehouse.  I did the same on 3/8/2024 as noted in this complaint.  ******* replied on 3/8/2024 that the warehouse team needed to verify that they had received the package.  Why is this necessary if ***** from the Wyze Orders Team already said the items were being verified?  How could they be being verified if they hadn't been received?  Also, the **** tracking shows that **** received the package?  (Please verify from tracking info provided in this complaint.)  It seems like **** lost my returned items.  If so, you'll never find them.  **** has been attempting to locate them for 3 1/2 months.  It appears that they are lost if they haven't been found in that amount of time.  I've provided in this complaint Wyze ticket numbers for what I've mentioned here (and in prior communications through this BBB complaint.

  I would appreciate if you would respond to the questions in this response.  I paid a licensed electrician to wire our buildings specifically for your system, which was a custom job.  I consider this a loss and it isn't part of this complaint other than this mention.  I mention it here to emphasize that I placed trust in your sales rep who provided false information to me.  I hope that Wyze would fully refund my total purchases noted in the attached spreadsheet.

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

  

  Business Response

  Date: 06/27/2024

  Hello, your return was located and a refund was issued for your return on 06/21/24. Refunds may take 3-5 business days to process. Thank you.

• Initial Complaint

  Date:05/30/2024

  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 am filing this complaint for my mother, *********************************. Recently, I purchased her two Wyze doorbell cameras (one for the front door and one for the back door) and Cam Plus for both of these cameras. One of the two cameras will not connect to Cam Plus. I have contacted Wyze 7 times, and they keep telling me to submit a log each time. I have done this many times. They continued to tell me they would have the service department call me back. This has yet to happen. I have now spent almost $60 on a Cam Plus subscription that will not work. I'm requesting a refund through the BBB, as Wyze will not contact me.

  

  Business Response

  Date: 06/04/2024

  Hello, it looks like our team has requested a device log so they may look into this issue further. Our team is not able to assist without this log.

  In the Wyze app, select the impacted device.
  Note: If multiple devices are impacted, you will need to repeat these steps for each device.
  Navigate to the impacted devices settings.
  Tap Wyze Support > Submit a Log.
  Select the relevant issue category.
  Enter any relevant details or associated support ticket request IDs in the Details section. You can also tap the + icon to add any relevant pictures or videos.
  Make sure the Send log files option is checked to ensure the logs are included.
  Tap Submit.

  Once you have received your device log ID please reach out to our team at www.support.wyze.com so they may take a look and help further. Thank you!

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21780187
  
  I am rejecting this response because:
  

  I have submitted logs you requested no less than 4 times. I even sent them to one of your team members via your online discussion board thinking it would help.

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

  

  Business Response

  Date: 06/07/2024

  Hello, please send your log numbers directly to our team at www.support.wyze.com as mentioned so they may help further. Thank you.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21780187
  
  I am rejecting this response because:

  I have also done that several times. Be a good customer facing business and give me money back. I'm sick and tired of dealing with your extremely poor customer service. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 06/13/2024

  I no longer have the logs that Wyze is wanting. They were submitted multiple times well over a month ago. I don't understand why this is such a difficult process to get a refund. I'm being charged for something that I cant use. Wyze stated they would have someone call me back no less than 5 times. I have yet to receive a phone call. If this needs to be taken farther, I will take this to the Washington State ********************** It is beyond words how poorly Wyze has treated me with this issue. 

  

  Business Response

  Date: 06/17/2024

  The user has not provided any log number directly to our team as instructed. We cannot look into this further without having the direct number from the user.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21780187
  
  I am rejecting this response because:

  This is total BS. I have provided those logs no less than 5 times. This is typical of wyze lying like usual. You can tell by how many complaints they have on here. Since they are unwilling to refund me the $60 I'm asking, I will be forced to take this to Washington small claims court. Absolutely sad on the customer service Wyze provides. 

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

• Initial Complaint

  Date:05/29/2024

  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.

  Feb 1st 2024 I purchased an annual membership for event recording $89.99. After about a month I could no longer view the event records when i am away from my home network. I also cannot view live feeds from the cameras. they have listed on wither website that this is a known bug (B-44285) ******************************************************************************************************** I opened a support case with Wyze (Wyze Ticket *******) on March 12th. with no resolution and they are no longer responding. I have been a customer for many years but this is unacceptable.

  

  Business Response

  Date: 06/03/2024

  Hello, this issue is scheduled to be fixed within our update. For the time being you may try power cycling your camera to see if this resolves the issue. If you have any further questions, please reach out to our Wizards Team (www.support.wyze.com) for assistance. Thank you.

• Initial Complaint

  Date:05/25/2024

  Type:Sales and Advertising 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.

  Purchased vacuum cleaner with a gift card on 5/18.Next day they cancelled it. They won't give me a reason or tell me why. They tried to tell me to reorder but when I did the 150$ gift card was not valid.RXJVRQD8TCVQKMK7 was the gift card for 150$

  

  Business Response

  Date: 06/03/2024

  Hello, the gift card used to purchase the order belonged to a different customer. We will not be reinstating your order or the gift card and will no longer respond to this inquiry.

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21759549
  
  I am rejecting this response because:
  
  Sincerely, I was  GIFT card. It was GIFTED to me, that's the whole pretense of a GIFT CARD. To not honor said GIFT card is dishonest and shystie. You guys are terrible 
  
  *********************

  

  Business Response

  Date: 06/06/2024

  Hello, the gift card in question was for another replacement unrelated to your case. We will not be reversing our decision at this time.

• Initial Complaint

  Date:05/23/2024

  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.

  Yet again Wyze cameras have failed to record an offending event. Someone wrecked into my mailbox again and yet again not one of 3 cameras saw the event. This is unacceptable.I know. Wyze is goi g to say " you need to install a SD card to enable continuous recording." I know. but the cameras just burn them up at this point to the tune of about $300 worth of micro sd cards, and I STILL don't capture the footage the system was completely built and designed for.I have over $1000 sunk into my Wyze ecosystem, so simply changing vendors isn't a small task. I simply need this fixed, permanently.

  

  Business Response

  Date: 06/03/2024

  Hello, a member from our Wizards Team will reach out to help with this issue. Please keep an eye out for an email from us. Thank you.

• Initial Complaint

  Date:05/23/2024

  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.

  About a year ago we purchased a number of items from this company including a doorbell camera, about 12 security cameras, a sprinkler controller and two robot vacuums. All of these items were purchased online and shipped to us in ******. The vacuums require maintenance parts such as air filters and brushes. One of the dustbins in one of the vacuums has been damaged. We also need an additional chime for the doorbell as the original one is not loud enough to hear throughout our house. All of these items are available for purchase on the companys US website but there is no option to ship them to us in ******. When I inquired I was informed that they do not ship parts to ****** and I was invited to go away and have a nice day. The robot vacuums in particular are rendered unusable unless the maintenance parts can be acquired. We are willing to pay for shipping and any import fees that are associated but find it unacceptable that we cannot be provided with the parts we need. At the very least there should have been an alert at the time of purchase to indicate the use of the items would be limited. We would not have made any of the purchases had we known about the limitations.

  

  Business Response

  Date: 05/24/2024

  Hello, if the item is not available on ca.wyze.com we are unable to ship the item to you. If you have a US address our team may ship to we may be able to send any required replacement parts to that address, we are unable to ship from the ** to ****** at this time.

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21753019
  
  I am rejecting this response because:

  this company is very willing and very able to ship newly purchased products to ******.  Parts that are needed in order to continue to use the products should be similarly available by the same method.  
  
  Sincerely,
  
  *****************************