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:01/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/29/22 I purchased 2 Omega Wifi Amps from this company for $75.97 which they were presented as giving me increased internet speed. I received them sometime after 1/6/23. I tried to use them but it made no difference to my internet. On 1/16/23 and again on 1/19/23 I emailed them at ************************ to let them know that I wanted a refund. There was no response at all. Today (1/31/23) I found another email address which I emailed for a refund at ********************************. There was supposed to be a 30 day money back guarantee. I only want my money back. I feel that they are a scam company since they don't even attempt to resolve issues. My order number was ******-******** .
  
  Thank you.

  Business Response

  Date: 01/31/2023

  Dear BBB,
  I received and read the customer's Better Business Bureau complaint.  I am so sorry that he did not get a response from our customer support team in spite of his numerous emails.  I have already forwarded the BBB complaint information to my manager so that she can review this situation.  We are a small, family-owned company and we take pride in our products and services.  I have personally responded to the customer with return and refund information. 

  Sincerely,
  
  
  Debby
  Project Manager
  Prairie IT
  Omega Wifi
  Haxtun, CO   80731

  Customer Answer

  Date: 01/31/2023

  Dear BBB,
  
  Thank you for your help. It appears that the company has already responded to your inquiry as they have emailed me with a refund notification and I have checked my account and there is a pending refund transaction.
  
  Thanks again for your help.
  
  --
  ***** *. *******
  
   
  

  
  

• Initial Complaint

  Date:01/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the photo stick and it still has not arrived yet

  Business Response

  Date: 01/31/2023

  Dear BBB,

  I have received and read the customer's Better Business Bureau complaint. I have personally emailed the customer with her shipping information.  

  I see that the order was placed on January 17th and the package is in route to this international customer.  We emailed her the shipping confirmation that very same day.  That email has her tracking number on it.  Our shipping information is available on the website where she placed her order (under the Support Tab on the home page).  International deliveries could take 2-8 weeks; depending on a variety of uncontrollable and ever-changing factors that are listed on the shipping information page. We also have customer support agents available 24x7 via |Chat on the website to assist with shipping and tracking questions.   Our email address is listed on the website. Customers have the opportunity to email us with shipping and tracking questions if they prefer.   ******************************************* 

   

  We
  have sold millions of products and have
  satisfied customers
  worldwide. We strive to satisfy 
  each
  and every one of our valued customers.

   

  Sincerely,

  Debby

  ThePhotoStick Team

  Haxtun, Colorado  USA

• Initial Complaint

  Date:01/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 x 64GB The Photostick 2.0 on the 8th November 2022.
  Order Number:*************************
  Transaction Number: **************** *****************************************************************
  Purchase amount: $98.92 USD
  when I connected these to my computer it seemed they were working however after 1 day with them still connected to the computer they collected no data of relevance and would not reconnect to the PC. Both devices are defective.

  Business Response

  Date: 01/18/2023

  Dear BBB,
   I have read the customer's complaint and am sorry that our product did not load on their computer for some reason.   I have reached out to the customer with return and refund information.
  
   Our website is listed on the back of the product card that comes with the item.  That website, where the customer placed the order, provides links that will assist our valued customers in product use and returns.  
  Support - Return and Refund Process (thephotostick.com)
  
  Our customer service agents are available for Live Chat via our website 24x7 to answer questions as well.  Our email address is listed in the Return and Refund Section. 
   We also have User Guides, Videos and answers to frequently asked questions about our products on the website.  
  
   We have sold over one million products and have
  
  satisfied customers worldwide. We strive to satisfy 
  each and every one of our valued customers.

  
   With Kind Regards - 
   Debby
  Prairie IT
  Project Manager
  Returns Department
  ThePhotoStick 
  Haxtun, Colorado

• Initial Complaint

  Date:01/12/2023

  Type:Sales and Advertising 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.

  Today is January 12, 2023:
  
  RE: PhotoStick Omni
  Order #****************
  
  Online Purchase: 12-27-22 @ 10:24 AM (CST). The order was for one unit. In error a 2nd unit was added at 40% off. Total cost went from $80 to $135. At 10:27 AM I Emailed customer support at PhotoStick to cancel the order. At 7:34 AM (PST), "JAM" of support replied (via email) in part, "...I can still edit your order... while it has NOT shipped... I replied to JAM I wanted the entire order (********) canceled. At 12:44 PM (CST) I was advised by in an Email, "Your order is on the way." I again attempted to cancel the order but was told it was too late to cancel. The order arrived on January 3, 2023. Immediately this day I sent a request for a postage paid return label. I was refused the label.
  
  There was no reason for them NOT to cancel the order as is identified in the beginning of this report. The request to cancel was made within minutes after placing it. "Jam" had every opportunity to cancel it. There is no need for me to be charged return postage. I do not want their product, and I will not pay them for their business incompetence and somewhat unethical procedures.
  
  The company provides ************ as a telephone number to contact them. It is a recording that directs you to a website to communicate electronically. I have and had requested a number to call so that I could speak to a live person. I have been unable to accomplish this. I also tried to call ************. No one answers after 5 minutes.
  
  I am requesting that the business contact me and furnish the necessary information and prepaid postage. Also, that any and all attempts for payment be stopped.
  
  I hope this information will be useful for others who may venture into a purchase from this or like companies.
  
  

  Business Response

  Date: 01/26/2023

  Dear BBB,
  I have read the customer's Better Business Bureau complaint.  I am sorry that his order was not cancelled by our customer support department as he had requested.  I have emailed the customer personally with return and refund information. 
  
  Customer support is available on the website where the product was purchased.  Our website is listed on the product card that is sent out with all of ThePhotoStick products.  We do not have, nor do we advertise telephone customer support.  We have a detailed message set up on our corporate office telephone number that directs our customers to ThePhotoStick website.  We have customer support agents available 24x7 via Chat.  Our customers also have the option to email us any time.  Our email address is listed under the Support Tab - Returns and Refund section on the home page.  
  
  We are a small, family-owned company and we take pride in our product and services.
  We have a very efficient shipping department, and orders are processed very quickly.  We try our very best to cancel customer orders before they are processed for shipping.  
  We have sold millions of products and have satisfied customers worldwide. I am sorry that this customer's experience with ThePhotoStick was not satisfactory.  
  
  Sincerely,
  Debby
  ThePhotoStick Team

  Customer Answer

  Date: 01/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

  PhotoStickOmni was very generous in the way they resolved my issue.  All I wanted was a prepaid postage label to return the items.  They went way beyond the request which leads me to believe they are a company with ethics and good business principles as they apply to their customers.  My issues could have been avoided if the company would have allowed a period of time for the customer to reevaluate the purchase.  

  To all concerned with this matter, thank you for your efforts and concern. 

  
  
  
  Regards,
  
  
  
  *** *********

• Initial Complaint

  Date:01/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the 2 photo sticks Omni 64 GB on November 4, 2022. It was on sale and the 2nd one was half priced. I paid a total of $136.94 for the two devices. I followed all the directions as indicated. I downloaded the app to my iPhone XR to start the download. I connected the phone stick device but it could not download any pictures as promised.I tried several times to connect the device to the phone. It was a Christmas gift that I wanted to use before my vacation. I was out of town for 1 week and returned home on Jan 4. I emailed the company but did not receive any response. I will contact ****** to see about getting a refund.

  Business Response

  Date: 01/11/2023

  Dear BBB,
  
  I have read the customer's complaint and am sorry that our product did not work on their device. The customer filed a ****** claim late yesterday afternoon.  We responded to the customer's ****** complaint first thing this morning. I personally emailed the customer this morning with return and refund information along with our website link that provides a Chat option.  Our customer support agents are available 24x7 and would have been happy to assist her with product use and/or return information. 
  
  
   We also have User Guides, Videos and answers to frequently asked questions about our products on the website.  
  
  We have sold millions of products and have
  satisfied customers worldwide. We strive to satisfy 
  each and every one of our valued customers.
  
  With Kind Regards - 
  
  Debby
  Prairie IT
  Project Manager
  Returns Department
  ThePhotoStick 
  Haxtun, Colorado
  ThePhotoStick Support