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Business Profile

Pet Supplies

Furbo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Supplies.

Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/28/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 April 15, 2025 I reached out to Furbo support for help with my broken Furbo camera device (which was not connecting to my WiFi). I was told that it was not under warranty but that if I signed up for an annual subscription plan, they would send me a working device (refurbished). I took up their offer and signed up for the annual plan - to which it would ONLY allow a 2-year subscription at $129.They sent me a "new" Furbo--it arrived broken and unable to even turn on (worse than my previous problem where the Furbo just would not connect to WiFi). When I let support know, they said they were unable to send a working device and had no timeline for having said device(s) in stock.This is a classic bait and switch maneuver--they had me sign up for their service with the promise of a device and then failed to deliver the device. I would like my money back from this fraudulent company.

  • Initial Complaint

    Date:02/01/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Pro subscription for a Furbo camera. Layer, I purchased a mini Furbo camera that read subscription required. My Pro subscription allows for multiple camera. When I tried to set up the mini camera it prompted me to upgrade my subscription. I hate highest subscription account already. When I contacted customer service they said I would have to purchase another Pro subscription and my current one would just be extended. Meaning, I would end up paying more for a 2-year subscription which shoukd have just covered my new camera. Very shady business model and not transparent pricing.

  • Initial Complaint

    Date:01/30/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 paid for a premium membership for 2 years for $157. It then offered me a free mini camera and then took payment from me again. I reported to them that they took two payments from me, and they proceeded to tell me that the mini camera had its own subscription, and then I had to pay for both. I told them that that was deceiving and I wanted to be refunded. And why would I have two subscriptions when one subscription can have four cameras on it? I purchased a mini on **** for $34, why would I pay $157 for one? The person in customer service "******" threatened me that if I did not send the camera back, she would shut it off and she also refused to refund me my total money. Furbo is a scam. Good luck getting your money back from them and their customer service is rude.

  • Initial Complaint

    Date:12/17/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 2 Furbo cameras and an annual subscription from Furbo on 11/28. At the time my order was placed, the estimated delivery date was 12/5. As of today, 12/17, I have not yet received the order. I have attempted to speak with Furbo multiple times regarding this issue, but they do not have a customer service phone number, nor do they actually reply to emails sent to their customer service email address. The only reply is an automated reply with instructions to use the "Chat" option on their website. The chat option is an AI. When I finally reached a person via chat, I was informed that my order would be delivered by 12/12. I received an email providing a 'tracking number' for my "replacement" cameras. However, this tracking number appears to be bogus as it provides no carrier information and shows a "carrier delay" on 12/12, with no further updates available. I have again made 2 attempts to contact a person at Furbo to cancel the order and have been told that the order cannot be cancelled. Furbo states that they will refund the order when they receive the returned product. How am I suppose to return a product that I never received?

  • Initial Complaint

    Date:10/25/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 got a subscription from this company, and was immediately unsatisfied with the offering and it did. It work as advertised. On Oct. 15th I requested a refund and despite me giving the receipt confirmation, they still have not refunded me and constantly ask for other things that dont have anything to do with the purchase in question.

  • Initial Complaint

    Date:10/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Furbo camera for $200. I was not told at any time that the camera would suddenly stop connecting to wifi for no reason. I contacted support and they sent me a refurbished camera that stopped working after a week. I have spent hours chatting with customer service and have tried every troubleshooting step to get the camera working again. They told me I need 2G wifi instead of 5G. I cannot switch over to 2G because it means all other devices in my house will not work. I was not informed before I bought the camera that sometimes it will work on 5G and sometimes it won't. I would not have purchased the camera if I knew that this was an issue. I want a refund for the camera and the agent I chatted with said there was nothing that could be done. That is unacceptable after spending so much money on a product.

  • Initial Complaint

    Date:10/07/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Furbo mini through ******. I already have two cameras and have a Furbo nanny pro subscription which was renewed 10/2023 for 2 years (expires 10/2025). When i attempted to set up my new camera it shows as locked prompted me to pay for a Furbo nanny pro subscription (which I already have and am a year into) I chatted with an agent and the only solution they provided was to enroll me in a 3 month subscription which would unlock the camera but cost me an additional $25 for services I already have and paid for. I asked if they could refund the difference from my old subscription amount and was denied as I paid for the subscription more than 7 days ago. Requiring a customer to pay for a service they already have is fraud and a scam. Im extremely disappointed and dissatisfied with the options provided. I simply want to use the products and service I pay for without having to pay additional money for no additional services. I also want to point out there no where does it say you will need to pay for an additional subscription if you already have one. This should not even be an issue.

  • Initial Complaint

    Date:08/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Furbo 1 dog cam in 2016 on their Kickstarter for $99 plus shipping. The promise was that I would have a camera to watch my dog and throw him treats while Im gone with no set end date to the camera and its functions. The company has now decided to end all function of this product on 9/4/24 in order to force existing customers to pay for a newer, fancier model. My model still works fine and the company gives no resolution. This is theft.

  • Initial Complaint

    Date:08/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 furbo minis to complement my big furbo. I knew I needed a subscription to access the minis and subscribed for the nanny pro, which explicitly states "Up to 4 devices" can be utilized under the subscription. I was then charged for 2 years of membership and told I get a refund upon returning the furbo mini, which I have done with no refund. I have filed a dispute with my credit card company and this is to hopefully ensure that Furbo is held accountable for their poor advertising and listing out of necessities for new devices. I will absolutely never subscribe again to this sad company again.

  • Initial Complaint

    Date:05/31/2024

    Type:Product Issues
    Status:
    Unanswered
    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 5/31/24 I signed up for what was advertised as a free trial for this streaming service. Not 5 minutes later my credit card was charged $284. I am unable to get anyone on their phone, chat, or text services to help cancel the account and refund my money. I would like to reiterate that I have been trying to undo this since literally 5 minutes after signing up for the "free trail" and being charged. This is a shady way to sucker people into paying for something they do not want, and then not providing them with customer care about it. The uploaded photo shows that the welcome email came in 48 minutes ago.

Furbo is NOT a BBB Accredited Business.

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