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:05/21/2024

  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 have had a Wyze Labs alarm system for approximately 2 years. Approximately 2 months ago the system stopped working. Have sent multiple emails and made multiple phone calls to customer service and tech support to get the device to start working again with no success. The last email from tech support basically said "we don't know what's wrong or how to fix it....sorry". Which to me was just we charged you a lot of money for a product...haha..better luck next time and then simply close an open case without providing any resolution.3 of the support emails they sent were either unrelated to our issues or didn't really go beyond the standard "did you make sure it's plugged in or...try resetting it."I do not feel any actual attempts were made to fix the problem and find it difficult to believe that such a big company can't handle their own apps or service.All of this being said, they are happy to charge customers for their products and services without actually providing those services.They also have a zero refund policy.This is a home monitoring alarm system, not a toy.I'm in ********, they are in **********. In my mind, this is federal wire fraud among other crimes they are committing by scamming their customers.

  

  Business Response

  Date: 05/23/2024

  Hello, as your subscription is at the end of its pay period a refund will not be available at this time. Subscriptions for **** Services are non-refundable. No prorated refunds or credits will be issued for any unused portion of your service.
   
  You can learn more about this here: ****************************************************************************************

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21740393
  
  I am rejecting this response because:
  I am unable to use my alarm system that I spent several hundred dollars on and wyze will not assist in fixing the issue. 

  They just keep closing tickets without providing any customer support for their product. 

  I'm fairly certain the problem can be fixed if they would delete my account and let me start the process in the app from the beginning but.... If that doesn't work then they will have charged me again for services they are not providing. 

  I can't seem to understand why a company I have paid a large sum of money to over the last 2 years has absolutely no interest in assist me with their product or retaining me as a customer. 

  WIthout them fixing the problem with the app, I would have to spend several hundred more to get an alarm system from another provider, leaving me with an expensive series of legos. 

  I stated before that I want help fixing this issue or a refund.... Since they sell lemons and refuse to refund anything to anyone at any time for any reason (like when it's their fault and their products don't work)..... Then how about helping fix the issue so I can continue to use the system? 

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

  

  Business Response

  Date: 06/04/2024

  Hello, we are sorry to hear you have been running into some trouble. We will have one of our Services Specialists reach out to you for further assistance. Thank you.

  Customer Answer

  Date: 06/14/2024

  Nothing has been resolved. Just keep getting a run around. System is still not working.

  

  Business Response

  Date: 06/17/2024

  Hello, please respond back to your open and most recent ticket to receive replies from our specialists. Opening new tickets and emails will cause the new interaction to go to a different support agent. Thank you.

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21740393
  
  I am rejecting this response because:
  
  Attached are a long list of screenshots from previous communications with your so called "wizards". This doesn't nearly encompass all of the back and forth we have been doing, all while you don't provide any support for our issue.
  The first one was a long list about getting our hub back online.  Which was great because at no point in time did we say that was an issue or ask for help with it.
  
  I say "my car won't start" and you respond with "the eggs will burn if the pan is too hot".
  
  Do you see and understand what I'm trying to say here?
  
  Yesterday was the 17th time we have been sent the exact same list of instructions to reconnect the system and the devices. To reset everything. To add the hub back. To send a log.
  Except that isn't the issue and never has been. Which I have explained in replies more times than I care to count.
  
  If you look back at what you sent me...several times...it says at the top of the email "your ticket number has been updated."  You guys keep constantly changing my ticket number, not me.  Maybe that's why you haven't been able to provide support thus far but I believe reading ability and comprehension may also play a part.
  
  
  There is something wrong with my account or your cellular app. Possibly both.
  
  THE SYSTEM WORKS. THE *** IS ONLINE. THE DEVICES LIKE DOOR SENSORS AND KEYPADS ARE ONLINE.
  
  I tell you the app doesn't work and you tell me to reset the hub.
  
  The hub is a small plastic box that plugs into the modem and the wall. With a battery in it. This is what's known as hardware.  From the oxford english dictionary "hardware: noun (i'm not going to give you the definition of a noun) the machines, wiring,, and other PHYSICAL components of a computer or other electronic system."  That is what the hub is.  Don't have a p[roblem with the hub.
  
  For the 40th time...I have a problem with the app. The call phone app. The app is a program with a visual component that runs on my cell phone, which is a piece of hardware.  I'm really hoping you are starting to understand the difference between software and hardware and hope I have adequately explained the two.
  
  
  In the app, which is once again software, when I go to the section that says "set up monitoring," it asks for my information and my address. I input all the data in the correct fields and it takes me to the next step.  The next page is dispatching information. After correctly inputting the data and getting to the page "dispatching information," I hit the button at the bottom to proceed to the next step. THat button is labeled "finish." It simply comes back and says "failed."  Since it has failed and keeps failing no matter what we try: which includes resetting the hub, reinstalling the hub, resetting all the devices, reinstalling all of the devices, deleting the app, reinstalling the app, ect. (mind you, I did and tried all of these steps multiple times before your "wizards" kept constantly telling me to do them), repeating the same set of instructions after I keep telling you that isn't the issue, I have tried that before, it doesn't solve my problem, does not aid me in any way.
  
  READ THIS EMAIL. LOOK AT THE SCREENSHOTS. SEE THAT I KEEP TELLING YOU MY ISSUE AND YOU KEEP SENDING INSTRUCTIONS THAT HAVE NOTHING TO DO WITH WHAT I'M ASKING OR WHAT I NEED HELP WITH.
  
  SEE THAT I HAVE SENT MULTIPLE LOGS SO STOP ASKING FOR THEM, THE PROBLEM HASN'T CHANGED. 
  
  You can not sell defective devices and services to people at all let alone do so and refuse to provide support.
  
  That is a blatant example of fraud.
  
  HELP ME OR GIVE ME MY MONEY BACK.
  
  I don't care about your zero refund policy.  My stuff used to work, it doesn't anymore and it's your fault.  With cars we call that a lemon.
  
  Your customer service up to this point has been absolutely atrocious. Your people on the phones are actually great, it's just a shame they can't help with anything.

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

  

  Business Response

  Date: 07/03/2024

  A deletion of the customer's account would not fix the issue he is experiencing. The customer needs to respond back to the specialist working with him and to please not open any new emails, chats, or phone calls as this will start his interaction over again with a new agent. The customer agreed in his last email that everything is now working.

  Customer Answer

  Date: 07/13/2024

   
  Complaint: 21740393
  
  I am rejecting this response because:
  

  I'm about to quote one of your employees that actually finally provided assistance with my issue.

  That person did exactly what I asked them to do..and what 8 have been asking for since March.

  Here is a direct quote from your team member.

  "At this point, we can try unbinding and rebinding your Home Monitoring subscription. The idea here is to cancel and reactivate the service to refresh its script."

  He also mentioned that we could be refunded...if it didn't work..

  This directly contradicts what you are saying here and have just said in the last response.

  It worked... exactly as I said it would and have been fighting with you fools for for several months now.

  The system works again.

  You were completely incorrect the entire time on how your system works and the policy surrounding how it needed and could be fixed.

  You could not have been less helpful and should consider retraining or different employment.

• Initial Complaint

  Date:05/21/2024

  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.

  I purchased a security camera recording subscription from Wyze. I prepaid for the term of November 2023 to November 2024. In May, my cameras stopped recording "events". I contacted Wyze and they had removed my subscription from my account. I complained and asked them to reinstate my subscription. Instead of reinstating my subscription, Wyze deleted my subscription and refund the for **** to November and told me that if I wanted the recording service, I would have to purchase a new subscription at a higher price.My old subscription was $94/year. The new subscription id $129.99/year Isn't this blackmail?

  

  Business Response

  Date: 05/23/2024

  Hello, we are unable to find any current communication from you in our system. Please provide us with your most recent ticket number so we may look into this further. Thank you.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21739623
  
  I am rejecting this response because:
  [Wyze Ticket *******] Re: Cam Unlimited: Cancel And Refund Inquiry
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/04/2024

  Hello, we are sorry to hear you ran into some trouble. It looks like our team made the decision to terminate your subscription as the issue you were experiencing was unable to be resolved. A pro-rated refund was issued to your card for any unused time. We apologize for any inconvenience this may cause.

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21739623
  
  I am rejecting this response because:  the issue was caused by Wyze and rather than fix the issue, they cancelled my service.  I have invested hundreds of dollars in Wyze cameras that are now worthless since they cancelled my service.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/10/2024

  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 have been a customer of their home monitoring service for 2+ years. In 12/2023 the system started malfunctioning, over the coarse of 4 months I contact customer services many times. They could not resolve the issue or offer a refund of my monitoring service, many time telling me they would reach out at a later time and never did. Since the monitoring service could not be used I persisted that they refund my account or attempt to fix the hardware/software. After several attempts it seems they did indeed cancel my home monitoring but did not refund my purchase of a years subscription which still had 6 months paid service left. Further more other features on my account like Cam Plus Lite disappeared. All services on my account disappeared.Wyze I was previously a supporter of your value hardware/services, but quite frankly your UI practices around obtaining / maintaining subscriptions is deceiving. Your subscription refund policy is dumbfounding when I've experienced what I consider good support in the past. The way my home monitoring was turned off months short of my prepaid subscription term with no refund seems like theft. What happened?

  

  Business Response

  Date: 05/14/2024

  Hello, we are sorry to hear you have run into some issues. It looks like our team needs further information from you on this issue. 

  Please submit a device log so that our team can investigate further. To submit a device log:

  
  In the Wyze app, select the impacted 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.

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21693907
  
  I am rejecting this response because over the last 5 months I have made 1 or more attempts per month to contact support and followed these exact steps with no resolution! I have followed up log submissions with calls to support. I am continually told that they cannot resolve on the phone and follow up e-mail will be sent. From there I am either not contacted or receive an e-mail repeating the above instructions.

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

  

  Business Response

  Date: 05/23/2024

  Hello, it looks like our team has replied to your most recent email. Please work with our team further to help resolve your issue. Thank you.

  Customer Answer

  Date: 05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as good as it's going to get.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/10/2024

  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.

  I am writing to file a formal complaint against Wyze regarding a significant breach of security and violation of user privacy. I am deeply concerned about the recent incidents involving unauthorized changes to my Wyze account settings, which have serious implications not only for my personal security but also for the security of other users.On May 7th, I reached out to Wyze Technical Support to address concerns regarding unauthorized alterations to my account settings. On May 10th, I received a dismissive and inadequate email from a Wyze representative named ********. Rather than acknowledging the gravity of the situation, ******** attempted to absolve Wyze of any responsibility, insisting that the changes were not initiated by the company and suggesting that my account *** have been compromised. This response is unacceptable and demonstrates a blatant disregard for user security.Contrary to ****'s assertions, I can affirm unequivocally that my account was not compromised. I maintain strict control over my account settings and have implemented robust security measures, including Two-Factor Authentication and VPN usage. The changes to my account settings occurred abruptly following internal updates by Wyze, indicating a systemic issue within the company's infrastructure.The undeniable facts are as follows:Prior to the incident, I had meticulously configured my account settings to only allow certain cameras to be connected to the unlimited cloud plan and to receive notifications exclusively when people are detected.Subsequent to internal updates by ****, I began receiving notifications for sound, which raised suspicion. Upon investigation, I discovered that all cameras, including those not added to unlimited plan, had been connected to the cloud without my consent.Ran out of characters. Full complaint attached. [Wyze Ticket *******] | Log *******

  

  Business Response

  Date: 05/14/2024

  Hello, on 5/8/2024 existing Cam Plus Unlimited users were automatically be switched to a Cam Unlimited Plan with all the new features included. Your existing cameras that had this service should already be auto assigned to the upgraded service. Some changes may need to be made to set your features back up just the way you like. You may learn more about this here:

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

  
  

  Customer Answer

  Date: 05/28/2024

  Sorry for late response. Somehow your message ended up in my junk folder.  Please note, I've filed a complaint with ************************* in State of ******** due to severity of this, as long as another government entity. 

• Initial Complaint

  Date:05/09/2024

  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 writing to formally dispute unauthorized charges and to request a full refund for a subscription service from Wyze that I neither desired nor authorized. I am the owner of two Wyze cameras and intended to purchase a Cam Plus Annual subscription for these devices, which should have cost approximately $39.99. Instead, I was erroneously charged $129.99 for a Cam Plus Unlimited subscription covering an unlimited amount more than 6 cameras. Despite immediate attempts to rectify this error with ****, including a request for a refund issued on the same morning of the charge, my efforts were rebuffed. Wyze's customer service informed me that refunds were not possible as "the service had been received" and cited policies from ***** Services and ****** Play Store to justify their inability to issue refunds. This assertion is demonstrably false, as evidenced by a duplicate charge of $129.99 that appeared and was subsequently reversed on the same day, indicating that a refund is indeed feasible.Moreover, when I requested the cancellation of the unsubstantiated subscription, I was informed that there were no active subscriptions on my account, a claim that directly contradicts the charges levied against me. This inconsistency, along with their refusal to adjust or refund the unwarranted subscription, suggests a lack of transparency and fairness in Wyze's billing practices.Given these circumstances, I insist on a full refund of the $129.99 charged to my account for a service I did not authorize, use, or receive as claimed. I am filing this complaint with the Better Business Bureau to seek resolution and to prevent such deceptive practices from affecting other consumers.

  

  Business Response

  Date: 05/10/2024

  Hello, due to the regulations of the Apple App Store and ****** Play Store, when you cancel subscriptions purchased through the app, the subscription will remain active until the end of the billing cycle. These canceled subscriptions are non-refundable.
   
  At this time, we do not have additional steps to try and are unable to make any changes to your subscription on our end as in-app purchase info is not shared with us by Apple or ******. For further assistance, please reach out directly to Apple (for iOS users **************************) or ****** (for Android users ***************************).

• Initial Complaint

  Date:05/08/2024

  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 had a neighbor hack into my camera system I found out about the identity hack and was forced to switch camera systems after I had just paid for a years worth of services from them my account is paid until 5 /15/25 I would like to recieve a refund I purchased almost the same identical camera threw roku. I want to put that money toward my new system. I found out after I purchase they don't provide refunds this is something beyond my control. I shouldn't be penalized because of me being forced to buy a new security system. Please refund my money

  

  Business Response

  Date: 05/10/2024

  Hello, subscriptions for **** Services are non-refundable. When a subscription is cancelled, the service will remain active until the end of the billing cycle and will not auto-renew. We apologize for any confusion or frustration this may have caused and will continue working to improve this experience in the future.
  
  Please see our Supplemental Terms for **************** (****************************************************) for more information about cancelling Cam Plus subscriptions.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21683823
  
  I am rejecting this response because: I just spent $100 to renew and had my system hacked by a neighbor this is not a donation I want it put on my roku cameras also made by Wyze. I want my money back either refund or I will go to the media and let them know how you fail to refund when a person had no other choice than to ask for a refund. I am paid up until 5/15/25 that's how new my I signed up on 4/15/24 because of recieving my income tax. It is under thirty days I also paid this company for 6 months before that. Refund my money immediately or transfer onto roku. They have double and triple charged me In the past for the same account and camera. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 05/15/2024

  I am unsure how this is my fault when I paid in advance and cannot use this service threw no fault of my own I cannot help my account got hacked and my neighbor was spying on me threw my cameras. I want a refund so I can put it in another set of cameras that are from Wyze they are roku. I want to have this transfered onto another account for roku. It is unfair to have me pay for a year in advance and anticipate me not getting any refund. This is the only company in the world that thinks they can take $100 and keep it. I have contacted the fcc of the failure to refund and to find out how they can allow Wyze to continue to offer an app that can so easily be hacked and cameras that can be hacked as well. If their product would've had the security needed none of this would've happened. My neighbor is stalking me and **** helped

• Initial Complaint

  Date:05/06/2024

  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.

  I purchased a new camera from wyze to add to my existing wyze system. I called to add monitoring to my account and find out why my previous account was never activated even though I paid in advance for a years service. The worst part is trying to get help. No one can help via chat because they don't have service tools they said. I waiting on hold for over an hour just to get hung up on. They need to be sued.

  

  Business Response

  Date: 05/07/2024

  Hello, we have escalated your ticket to a services specialist to take a look at your issue. Please keep an eye out for an updated email from our team. Thank you.

• Initial Complaint

  Date:05/05/2024

  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.

  Where to begin? THIS COMPANY IS HORRIBLE TO NO END!!! I was their number one fan at the beginning and told EVERYONE about them. I feel so bad for anyone who wasted money on their garbage based on my recommendation. My sis-*****'s husband unexpectedly died in 2019. Since his passing there was at least one attempt at break-in to her house. As well, there was a very untrustworthy person who started coming around. I installed 3 Wyze cams for her to monitor her house. This made her feel safer. BIG MISTAKE! NOTHING BUT PROBLEMS!!! Totally unreliable! She eventually had to get rid of them for something else. I had contacted customer support, which proved to be useless. I have an IT backgroud and could tell that their CSRs had a script and were not EVER going to be of any help. At the time I installed her cams, not yet knowing how bad this company is, I installed my the cams at my own house. Endless problems! Then the sensors were rendered USELESS because the batteries died. I changed the batteries and was wondering why they wouldn't work. Then I found reports like this:**************************************************************** ABSURD!!!How do you get away with this?! It's been sometime now. I still have the sensors because and found a guide by someone who managed to bring his back to life by buying a programming board and using some code. I bought the same board. I don't have time to go through all that though. WHY SHOULD I?! I paid my hard earned on these. The company should be responsible for selling DEFECTIVE products! They should be made to reimburse ALL customers who paid bought these!Further, more recently, I paid for the **** service for my camera at the most vulnerable part of my house. I had a tenant who used that entrance. She had deliveries coming CONTANTLY! This paid service rarely ever caught anything! I wasted so much of time trying to troubleshoot, emailing Wyze, searching the net for fixes. Gave me a $20 voucher. NOT ENOUGH!

  

  Business Response

  Date: 05/10/2024

  Hello, we are unable to locate a current ticket number on this issue with the information provided. Please provide your most current ticket number so we may look into this issue further. Thank you.

  Customer Answer

  Date: 05/21/2024

  I realized that filling this complaint was a waste of time when **** 1st replied. No attempt is made to address my complaint about the defective sensors they sold. Truthfully, that was EXACTLY what I expected. Wyze is very well aware of the issues I reported, yet chose to completely ignore my concern regarding that. Again, I ask, HOW CAN A COMPANY MAKE MONEY FROM SELLING FAULTY DEVICES AND GET AWAY WITH IT?! BBB, u can close this. I don't agree that it's "answered", but I don't want to waste any more of my time/life on this company, or their garbage devices that I had the misfortune of installing. 

• Initial Complaint

  Date:05/03/2024

  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.

  When I generate a label with the automated return system, it states I will be charged $5.99 for return shipping, which is against the stated policy of free returns for orders that included free shipping.All my orders included free shipping.Please confirm I will not be charged for any return shipping.Please explain why your return label system is informing ALL customers they will be charged return shipping fee when that is against your policy.Your return system stated, "Unfortunately the following products are not refundable though this portal" for Order number: US-*******. Why?You are making it more difficult for me to return my items and this barrier is unfair and deceptive and appears to be retaliatory.

  

  Business Response

  Date: 05/09/2024

  Hello, our Return Policy states:

  "The refund will include the purchase price of the returned product and any associated sales tax. The shipping charge associated with the original purchase will not be refunded. Some shipping fees may apply upon return."

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

  There may be fees associated with shipping your item back to us per our policy. Thank you.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21663407
  
  I am rejecting this response because: the business is providing a generic, copy-and-paste answer that is ambiguous and vague. The merchant refuses to provide a concrete answer on how the return policy applies in my case specifically, which is the nature of this dispute. I have claimed that my orders must not have any return shipping fee deducted since my orders initially shipped for free. The merchant has replied by merely restating the return policy and refuses to confirm how this policy applies in my specific case. 

  In other words, I demand the merchant agree that I will not be charged any return fees for my orders as this is forbidden by the return policy as applied to my order.

  Their return label system said it would charge me a fee, which is against their terms. I demand the merchant specifically account for its return label system and affirm or deny whether I will be charged a fee. If not, I demand the merchant state why their label fee is erroneously stating I owe this fee.

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

  Customer Answer

  Date: 05/14/2024

  Additionally, Wyze against its own terms of use and return/refund policy, deducted a return shipping charge for orders that had free delivery shipping:
  
  US-6463630
  Status: PARTIALLY_REFUNDED & FULFILLED
  Placed: April 7, 2024
  Items: 2
  Total: $220.38

  Refunded: 214.39
  
  US-6538439
  Status: PARTIALLY_REFUNDED & FULFILLED
  Placed: April 19, 2024
  Items: 2
  Total: $200.87
  Refunded: $195.87
  
  I again demand Wyze provide me a full refund for these orders and reverse your unlawful shipping charge deductionboth of these orders were delivered with free shipping.
  
  ****'s refusal will force me to file a credit card dispute and PayPal dispute.
  
  Additionally, if I do not receive a full refund promptly, or the basis for your refusal in writing, I will be forced to file complaints as applicable/warranted with the Better Business Bureau, ************************* and my state attorney general. 
  
  Return label **** 9202 0902 6638 0101 1103 91 
  
  "Delivered, Left with Individual
  ****************************;
  May 8, 2024, 10:49 am

  I again demand Wyze provide me a full refund for Wyze Battery Charging Dock US-******* returned with the label above.
  
  ****'s refusal will force me to file a credit card dispute and PayPal dispute.
  
  Additionally, if I do not receive a full refund promptly, or the basis for your refusal in writing, I will be forced to file complaints as applicable/warranted with the Better Business Bureau, ************************* and my state attorney general. 

  

  Business Response

  Date: 05/23/2024

  Hello, as mentioned there may be a fee associated with your return for $5.99. Shipping and handling is also non-refundable. Thank you.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21663407
  
  I am rejecting this response because:

   

  I am rejecting this response because: the business is providing a generic, copy-and-paste answer that is ambiguous and vague. The merchant refuses to provide a concrete answer on how the return policy applies in my case specifically, which is the nature of this dispute. I have claimed that my orders must not have any return shipping fee deducted since my orders initially shipped for free. The merchant has replied by merely restating the return policy and refuses to confirm how this policy applies in my specific case. 

  
  In other words, I demand the merchant agree that I will not be charged any return fees for my orders as this is forbidden by the return policy as applied to my order.

  
  Their return label system said it would charge me a fee, which is against their terms. I demand the merchant specifically account for its return label system and affirm or deny whether I will be charged a fee. If not, I demand the merchant state why their label fee is erroneously stating I owe this fee.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/03/2024

  As we have mentioned there are fees associated with the return label cost. Even if shipping to the customer is free because of a promotion there will still be a cost to ship the item back to us for a return per our policy.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21663407
  
  I am rejecting this response because: the business is failing to honor its advertised return shipping policies. This is false advertising, an unfair and deceptive trade practice. I again demand the merchant refund shipping fees as promised in its policies.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/01/2024

  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 canceled a subscription in February of 2024. Since then I have been charged by wyze lab *** for a subscription that has been canceled. I have reached out to customer support and they have told me that they do see that I have canceled but they have a no refund policy. Since I no longer had an agreement for service, this company was able to fraudulently charge for a service past contracted date.

  

  Business Response

  Date: 05/09/2024

  Hello, we have issued a refund for these charges. Refunds may take 3-5 business days to process. Thank you.

  Customer Answer

  Date: 05/09/2024

   
  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,
  
  *************************