ComplaintsforBird Buddy

• Initial Complaint

  08/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent money thru my credit card for a hummingbird feeder in March 2024. I still have not received feeder and have been continually told its on backorder and that I would rec no later than August 2024. There is still no word of a shipment but the company is advertising and selling the feeders everyday. I need them to send mine asap. Tired of waiting or a full refund. Credited back to the credit card i paid them with.

  Business response

  09/02/2024

  We apologize for the delay in your order. We encountered an unexpected issue with a critical manufacturing tool needed for the production of the Hummingbird Feeder basin. This malfunction caused some delays in fulfilling the remaining pre-orders, including yours.
   
  The good news is that the tool has now been repaired and is back in operation. Production has resumed, and we are on track to fulfil the remaining pre-orders. Based on the current schedule, we anticipate that shipments will start going out in the second week of September, just a week later than initially estimated. Youll receive a tracking number as soon as your order is dispatched from our warehouse.
   
   If you would like a full refund, please tell our agent that is in contact with you at the moment and they will be able to process it. We sincerely apologize for any inconvenience this delay may have caused and thank you for your continued understanding.

  Customer response

  09/05/2024

  Still waiting on my feeder. I do not want to close this complaint until I receive what I have paid for. The only way I think they will do the right thing g is if they know Ive contacted you and continue to leave them messages on their social media accounts. 
  they continue to advertise, sell and ship but they can not fulfill my order yet I am not wanting this complaint closed til I get the feeder 

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

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received my Bird Buddy as a birthday gift, but it was received later because the parcel pickup we used gave the wrong package to us. I eventually got it in the end half of November. It was hard to connect, but eventually did. Then, in June, it asked me to clean it. I did, but when I went to set the camera back up, it wouldnt connect. I tried reconnecting with no avail, I disconnected it from Bluetooth and contracted the company. It is now 2 months later, and at least 10 emails later, as unfortunately they have no email and their only form of communication on the website is via a Bot that is run by AI. I had one person helping me out in the beginning and then they transferred me to a lady who took over. My last 7 emails have been with her. She is gaslighting me and telling me everything on her end works, so therefore my bird buddy works, but it DOESNT work. She also said she would close the ticket, and I responded with how, because you havent resolved the issue. All she did was gaslight and send me a screenshot showing it apparently has internet access. Well, internet access doesnt matter when it wont connect to my phone. The whole point of the bird Buddy is to be able to use your phone to see the birds, but it wont connect to my phone, so the camera does nothing. The app says *****, no feeders in sight!. So how can it be working when there is no connection? My sister paid like $350USD for this, so thats like $475 CAN. I expect for that amount of money to have decent customer support, and for it to be done in a reasonable amount of time. I have reached out to say Id like to file a complaint, but there is no where to do so. So instead, I said I wanted to talk to the media department for a collaboration, but explained in that my issue and that I want to file a complaint and asked how to go about it. I also reached out on their ******** and Instagram accounts in hopes of a quicker response. HELP

  Business response

  08/26/2024

  Apologies for the confusion. I have requested one of our technical support agents to review the case again and arrange a video call to gain a better understanding of the situation. You can expect to hear from them within the next day or two.

  Thank you for your understanding!

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with full payment on Feb 29, 2024. The order was supposed to be sent in May. I have now reached out twice this month (2 months after the supposed delivery date) with no response from a human. I received an automated email vaguely stating shipping will start at the end of this month, but I have lost faith at this time. While I would like the product, the season for hummingbirds will be almost over before we get it. I am disappointed as my husband and daughter were looking forward to this product. But the poor communication, severely delayed shipping and overall poor customer service is unacceptable.

  Business response

  08/08/2024

  Apologies for the extended wait. We've experienced manufacturing issues with our Hummingbird Feeders, causing a delay. We've tried to keep our customers informed about the situation, but we're sorry if our communication was lacking. The customer's order has been refunded in full.Apologies for the extended wait. We've experienced manufacturing issues with our Hummingbird Feeders, causing a delay. We've tried to keep our customers informed about the situation, but we're sorry if our communication was lacking. The customer's order has been refunded in full.

  We appreciate your support and we hope to hear from you again in the future!

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They Bird Buddy is experiencing a high volume of product defects and they don't have the resources to correct the matter with the consumer. I first reported a problem back in March and after several attempts to try and contact **************** it has come down to full on disappointment. I have defective product that needs to be sent back and a replacement sent. The *** has been submitted, but they can't provide a shipping label. Also, they are not fulfilling orders for product replacements - I have to wait 12 weeks for a replacement assuming it actually happens. Looking at some websites they are having issues across several customers and nobody is getting resolution. Also, they are taking money from Kick Starter for these products, but can't service what they are shipping.

  Business response

  06/27/2024

  The customer is experiencing difficulty generating a replacement label through our logistics partner. They are still in contact with our support agent, who is assisting. We are fulfilling our Kickstarter orders for Hummingbird feeders every week.

  Customer response

  06/27/2024

   
  Complaint: 21880250
  
  I am rejecting this response because: The contact has been taking days and can not offer a solution for compliance on making a label generate - It's been weeks with days inbetween responses and never a resolution that will provide what is needed. Also, I had asked for a refund on the *** Pro version that required an years payment and since I have not had a functioning device since March it would seem honorable to refund those charges since they don't know when they can send a replacement. If it's there Partner with the problem, it's still a problem for them and I don't know when I'll have a replacement.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bird Buddy was gifted to me at Christmas 2023 from my daughter. After 6 months the product failed and I contacted customer service via only through their "support" feature. It took several weeks to get a response that they hadn't forgotten about me. It has been over 30 days with 3 emails with suggestions. I have done everything they asked. Still faulty. Requested replacement and gave order number. No response.

  Business response

  06/18/2024

  The customer kept reaching out so the ticket kept being refreshed and moved to the back of the line. We reached out to the customer directly to help.

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  They did immediately reach out to resolve my current issue. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received my bird buddy in December as a Christmas gift. Couldnt put it up until about May because ohio weather. Was out one -two days and wasnt pairing. Turns out cause is defective. But then a raccoon also ate through the solar roof charger. They would not replace the roof with less than 24 hour of use and thats even if I could get an answer from support. Submitted 3 support tickets and had to shame them on all social media to get an answer. Even then Only 30% off a new roof they clearly know is a wide known design flaw as so many have complained their unit is damaged by squirrels or raccoons too on their social media sites!!!

  Business response

  06/27/2024

  The customer is currently in contact with our support. The support agent has already initiated the replacement process for the camera. We can only replace the solar roof in the event of system failure, as stated in our terms and conditions. Unfortunately, in the event of external damage, the customer is not eligible for a replacement. Our agent has offered a 30% discount for a new roof.

  Customer response

  06/28/2024

   
  Complaint: 21822856
  
  I am rejecting this response because:
  The terms and conditions are nowhere to be found on the packaging that I received and are expected to be read before purchasing on a website? This is a very known design flaw based on the ************** whom are constantly reporting damage to their back door feeders and houses being ruined. I bought well over 7 feeders for family and friends and none have instructions included to prevent raccoons or feeders and you expect us to read over every article on your site and not include tips for very new birders in your packaging. You assume we know better than to just put your product out there unprotected. 
  Sincerely,
  
  *******************************

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has marketed and sold bird feeders with cameras that have 5 megapixel capabilities (capable of 1080p video), but after the sale they began to throttle video and image quality in an effort to charge customers for premium subscriptions for the capabilities that these products already have and were reported to have without the need for a subscription. You cannot deliberately deteriorate the quality of your products capabilities post sale. That is sale on false pretenses. It also mirrors the same type of private equity fueled decisions that many companies are making in this country to the detriment of consumers.

  Business response

  06/12/2024

  Hello,
  
  thank you for bringing this to our attention. We want to clarify that we are not minimizing the photo and video quality of our bird feeders. The initial features that were marketed and sold remain unchanged and fully accessible.
  
  Our servers are designed to continuously adjust and optimize the quality of both live streams and postcard sessions. They evaluate the metrics and statistics of each completed live-stream or video session, and depending on the absence or presence of glitches, adjust the quality up or down for the next session.
  
  Additionally, we cannot be responsible for fluctuations in a user's Wi-Fi strength, which can impact the quality of the live stream or video session.
  
  Our Pro subscription is an optional service designed to provide additional features, primarily focused on offering more cloud storage for those who need to store higher quantities of high-quality videos. This subscription is meant to enhance the user experience by providing extra storage space, rather than altering the inherent capabilities of the device.
  
  Best,
  the Bird Buddy team

  Customer response

  06/12/2024

   
  Complaint: 21821394
  
  I am rejecting this response because:
  
  

  You are using your customers WiFi connection as a scapegoat for lower quality of images. The glitches you speak of, why are they only occurring to non-subscribers of your premium services, if they have the same device? The data storage burden is not solely on your company and in fact doesnt exist at all since customers can download all of their pictures and videos before the expiration date. Thus, eliminating any storage burden on your servers. The temporal correlation between your switch to a feature locking model and decreased performance is not merely coincidental. It doesnt take a digital forensic scientist or forensic stenographer to figure out what exactly happened here. You sold a five megapixel device with ***** capabilities and then decided to feature lock these capabilities so that only premium subscribers would have access to said features. People who already purchased these devices should have been grandfathered into premium at no cost since they were likely part of the crowdfunding campaign that launched your business in the first place. 

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

  Business response

  06/19/2024

  We want to clarify that the photo and video quality of our bird feeders remains unchanged. All initially advertised and sold features are fully accessible.

  
  If a user is having problems with their videos being glitchy or their postcards being pixelated, they should contact our support: ****************************************************************. If it is found that there is something wrong with the camera, the user is entitled to a replacement camera.

  Customer response

  06/19/2024

   
  Complaint: 21821394
  
  I am rejecting this response because:
  

  You are failing to acknowledge that non-subscribers have access to 1080p quality video without a subscription. 

   

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

  Business response

  06/19/2024

  Hello!

  Thank you for getting back to **. We would like to clarify that this feature is exclusively available through our Pro plan subscription. This decision is primarily aimed at optimizing cloud storage resources while providing enhanced video quality to subscribers who value this feature.

  More about the high-quality video can be found here: *************************************************************************************************
  
  Best,
  the Bird Buddy team

  Customer response

  06/19/2024

   
  Complaint: 21821394
  
  I am rejecting this response because:
  

  Now we are getting somewhere. Youve effectively feature locked the capabilities of a product you already sold. I had bought this under the impression that I would be able to record 1080p videos with a 5 megapixel camera. Now youve taken away from my product after the sale. I find that to be deceptive. 

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

  Customer response

  06/19/2024

  This should not be closed. A company cannot sell you a product then disable the features unless you pay more. That is complete ********.

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received the Bird Buddy for Christmas from my ********* family. We set everything up; uploading the site, connecting to wifi & mounting it outdoors. It worked for about 4 days and then stopped. I went through all the steps multiple times, but still nothing. I then emailed the company. Filled out a complaint twice, and when I was finally contacted via email, was told to go through all the steps I had already done. I have emailed the company multiple times and now I'm being totally ignored.

  Business response

  01/23/2024

  Hello, *********! We are truly sorry for the inconvenince. One of our agents is already working on this; once you provide the required information, we will start with the replacement process right away.

  We look forward to hearing back from you!

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband gave me the Bird Buddy as a Christmas gift. The instructions to pair the camera to the app reference an LED light that does not exist on the camera and the app does not recognize the camera. I have sent repeated emails through the website to their 'support' 'zen desk' system and the case is still 'open' and yet no one has replied with a resolution. I provided order information as well as a copy of the (apparently defective) camera. I am very dissatisfied with the lack of communication or any attempted resolution on the part of the company.

  Business response

  01/23/2024

  The return process was started on January 11th, so we are waiting for the camera device to be returned to us and we will ship a replacement as soon as we get it. 

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given bird buddy as a gift. s**** not there to attach camera, code doesn't work to connect. When I emailed they told me neither was needed. We have strong WiFi. Just had home redone. Put outside close to house - says weak took all round close to home, windows ext. all very weak. I get picturers of birds from all over except our home. Put it finally where we always had a regular feeder. I am totally not happy and asked for phone number and gave them mine to talk with someone. They said they are not able to have phone call.

  Business response

  01/17/2024

  As one of our agents explained, there is no need to attach the camera with the security screw, but we provided them with the specifics if she would want to have it anyway. Our agent also helped ***** with her questions and explained that while we do not offer phone calls, we can provide a video call with our tech agents who can assist her best, but the customer never reached out again so we could assist her further. We are truly sorry about the unpleasant experience, but we provided the options for the customer to assist her further. 

*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. ↩