Complaints

This profile includes complaints for Casio America Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Casio America Inc.

  570 Mt. Pleasant Avenue Dover, NJ 07801

• 

  Casio Sales & Service

  8554 Hamilton Ave Huntingtn Bch, CA 92646

• 

  Casio Sales & Service

  8554 Hamilton Ave Huntingtn Bch, CA 92646

• 

  Casio Sales & Service

  8554 Hamilton Ave Huntingtn Bch, CA 92646

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:02/03/2025

  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.

  The watch was never delivered. I was charged full price. *** Ex because it was ground delivery knows nothing about it and will do nothing about it. No watch. No customer support from ******************. The have zero response.

  Business Response

  Date: 02/05/2025

  Dear BBB,

   

  We have been working with this customer who placed an online order with on Jan 22, 2025, 6:11:04 PM. The customer selected Shipping - Economy (6-10 business days) which the package was recently scanned by ***** on January 30, 2025 11:49 PM. within the 6 - 10 business day window. The package is expected to arrive within the appropriate time frame. Please close this case.

   

  Sincerely

  Casio America Support

• Initial Complaint

  Date:01/13/2025

  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 still havent received my refund for a return item this company have poor customer **********************

  Business Response

  Date: 01/31/2025

  Hello, 

   

  Thank you for contacting Casio America. Please see the refund information down below. Please let us know if you have any other questions. 

  Jan 21, 2025 4:26:32 PM Finish Customer Notified
  We refunded $65.15 online. Transaction ID: "*************************************-refund"

   

  Thank you for choosing Casio 

• Initial Complaint

  Date:01/06/2025

  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 was trying to place an order on the Casio website, as I got to check out and entered my information an error popped up saying processing error, try again. I tried again, same error. Tried again and it eventually processed the next day I get 4 pending charges on my card from Casio and 2 order confirmed emails as well as 2 order cancelled emails. I would not have tried again if the website didnt say to as I would not want to risk getting charged multiple times. I called to cancel the order, apparently you cannot cancel an order even though I explained the situation so they say I just have to return it. When it arrives, I request a return and return shipping is not covered by Casio so I had to pay to ship an order I didnt place. The order arrived on 12/23/24. On 1/6/25 I call to find out the status of refunds and find out they are delayed. In addition there is no instructions for how to adjust the watch band so I ask about that also and I have to accept an agreement before I can get instructions on how to adjust the watch and I will have to purchase additional tools to adjust. Non existent customer **********************. I dont understand how a business can operate this way.

  Business Response

  Date: 01/21/2025

  Hello, 

   

  Thank you for contacting Casio America. This customer called our customer ********************** line to ask if an order can be cancelled. The customer did place 3 orders but in our system 2 of the orders were cancelled. Unfortunately once an order is placed a ticket is sent to the warehouse for the order to be picked. We cannot stop the order from shipping at this time. The customer was advised that the order could not be cancelled and was provided with return instructions that we provide to all of our customers. When it comes to removing links, we always recommend that the watch is sent in to have links removed by a Casio approved technician. If the customer wants to remove the links themselves, they must agree to the waiver we provided to remove Casio from any and all Liability if the product is damaged or lost. 

   

  Thank you for choosing Casio. We look forward to hearing from you soon. 

  Customer Answer

  Date: 01/21/2025

  
  Complaint: 22773152
  
  I am rejecting this response because:
  
  Due to the website malfunctioning, 4 orders were placed. 2 were cancelled by the warehouse and 2 were processed which one of the 2 that got processed is what I was trying to cancel as I didnt actually place the orders they were place due to a processing error. No responsibility is taken by the company for the website malfunctioning which is the issue. 
  
  Regards,
  
  ****** ***********

  Business Response

  Date: 01/31/2025

  Hello, 

   

  Thank you for contacting Casio America. The customer placed orders after business hours on 12/5/24. Once an order has been placed it can not be cancelled as ticket is sent to our warehouse once the order is completed. When we returned to work the following morning the orders that were not cancelled by the system were already processed and being prepared to ship. We pulled the call and confirmed the customer was provided with instructions on how to refuse the package so it can be returned to Casio. The agent also advised the customer that once the package is received to contact us back for assistance with returning the extra product. We would have provided the customer with a courtesy pre-paid shipping label to have the extra watch returned to Casio. Please let us know if you have any other questions. 

   

  Thank you for choosing Casio 

• Initial Complaint

  Date:10/20/2024

  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 have asked Casio America multiple times for their DECLARATION OF CONFORMITY in the United states for watches and they keep referring me to a link that does not work. They stated they are having "server Issues"I keep asking them for this simple file and they refuse to supply it.

  Business Response

  Date: 10/22/2024

  Dear BBB,

  We have contacted this customer and advised them the *** are provided to the Distributors or retailers that sell our products. This is not available to the general public.

   

   

  Best Regards,

• Initial Complaint

  Date:10/16/2024

  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 a watch (GMDB300-3) online on 9/14/24, shipped on 9/16/24. I received item sometime between 9/21/24 - 9/24/24 (unable to access tracking info). Manufacturing is subpar, with discoloration and fading of the product within weeks of purchase. I contacted Casio for refund, they stopped responding and will not address concerns despite repeated requests. I ask for your help and guidance. I sent this email on 10/9/24 to Casio customer service (REQUEST # ******): "I am dissatisfied with the GMDB300-3 watch, purchased on 09/14/2024. I have not used it in a rugged manner (hiking, exercising, etc.). It gets dirty very quickly and I have cleaned it with a damp washcloth with lukewarm water; no harsh chemicals used. There is already a chip on the dial underneath and on the right side of the word "PROTECTION" on the dial. There is already some fading and discoloration of the material, again no harsh chemicals used. This is disappointing since I've only had it for a few weeks and used very lightly. Please send a return label for the item. I have tried several times to start the process online, but the website never loads. ORDER # ********** INVOICE #**********" Response received on 10/16/24: not returnable due to signs of wear and tear and beyond 30 days. My reply: "Thank you for your response. Please note, you responded to the request 1 day after the 30-day guarantee period had completed, however, I initiated the request well before the deadline - on Oct 9th, 2024, with purchase taking place on Sept 14th, 2024. How will you address the unexpected and rapid degradation of the product? What is the warranty on expected conditioning of the product?" Received identical message about wear and tear. I replied: "I understand that part. What about the subpar manufacturing occurring within weeks of purchase, not expected from a brand like Casio? If you are unable to address, I would like to speak with a higher up, please." No further responses received.

  Business Response

  Date: 10/17/2024

  This customer purchased a watch from our website, it as been worn and become discolored due to usage. We cannot accept this watch back for refund. We have offered to pick the watch up and have the discolored parts replaced as a 1 time courtesy. 

  Customer Answer

  Date: 10/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Thank you for the offer. Respectfully, I do not want a watch that I know will degrade quickly. I would like a refund. Thanks. 

  Their response: 

  Errick (CASIO AMERICA, INC.)
  Oct 21, 2024, 09:54 EDT
  ****** 
   
  The Sales and warehouse team has the final say on if the watch can be returned or not.

  My response: 

  What does that statement mean: "The Sales and warehouse team has the final say on if the watch can be returned or not."? 
  
  
  It feels like we are at an impasse. I do not want a watch that will degrade quickly, with a temporary fix of replacing certain parts. You do not want to refund the money. How do you propose we proceed? 
  Show original message

  There was no response to my last message. 

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

  Business Response

  Date: 10/24/2024

  Hello Please see my initial response to this customer below. However as a courtesy we will pick this watch up and will refund the customer once it returns to Casio. 

  Thank you for contacting Casio America. We are sorry to hear that you are dissatisfied with your product. Unfortunately Casio has a very strict return policy regarding our watches. We cannot accept anything back that has been worn. Due to the color of this watch it can become discolored due to customer environment. This issue however is not a warrantable problem. Since we cannot take the watch back for a refund we can provide you with the following solution. As a 1 time courtesy Casio will provide a pre-paid shipping label to have those discolored parts replaced. Please note if the watch becomes discolored again, please feel free to contact our parts distributor to order the parts or you can send the watch in to have the parts replaced. 
   
  ****************
   
  Thank you for your understanding and we apologize for any inconvenience this may cause you.

• Initial Complaint

  Date:06/28/2024

  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.

  Dear Casio Customer Support, I am writing to express my concern and disappointment regarding the unavailability of safety test reports for your calculators, which are crucial for consumers to make informed decisions. As a conscientious consumer, I consider these reports essential to ensure the safety and reliability of the products I purchase for our university. Recently, I made a formal request to access the safety test reports for calculators (Casio CG50 and Casio 9750GIII) and from your company. Unfortunately, I was informed that these reports are not available to consumers. This lack of transparency is concerning, especially given the importance of safety in the products we use daily. Additionally, I requested to speak with a member of your leadership team to discuss this matter further and understand the reasons behind this policy. Regrettably, my request was denied, which further adds to my frustration and disappointment. As a long-time customer who values the quality and innovation of casio products, I urge you to reconsider your stance on this issue. Providing access to safety test reports would demonstrate your commitment to transparency and consumer safety, thereby enhancing trust and confidence in your brand. I hope you will take this matter seriously and provide a satisfactory resolution. I look forward to your prompt response and hope to see a positive change in your policies regarding the availability of safety test reports. Thank you for your attention to this important matter.

  Business Response

  Date: 07/15/2024

  Your request has been forwarded to our legal department.  We are waiting on a reply and will advise as soon as we hear from them.

  Sincerely

  Casio Customer Support **********************

• Initial Complaint

  Date:05/15/2024

  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 sent my watch in for repair they had it for almost a month, to repair the backlight coming on by itself when I did not move my wrist. They said there was nothing wrong with the watch, when it came back the repair slip had a few things checked off including band replacement. I contacted customer ********************** they asked me for a picture of the slip, which I sent. The answer I got was that it was an error because if they were to replace the band I would have been charged for it. I also told them it was doing the same thing it was sent in for, customer support sent me instructions to turn off the backlight auto feature. I have been trying to get this resolved for a few months with no resolution I would like a brand new watch, I will be glad to send this watch back for a brand new one.

  Business Response

  Date: 05/30/2024

  We issued a return label and brought the watch back to Casio. We will replace the band only as a one time courtesy since it was checked on the ** form. No other repairs will be done as we do note that when the watch was received there were deep scratches on the ******* and case ring.  

  Sincerely

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

  Director

  Service and Support Division

  Customer Answer

  Date: 05/30/2024

  
  Complaint: 21713930
  
  I am rejecting this response because: It does not fix the problem of the backlight turning itself on when I do not move my wrist or arm.  And it does not ignore the fact that I was told to turn the feature off to fix the problem. The watch was sent back, delivered by ***** ON 5/30/24. The watch should be replaced as a courtesy for how long I have been trying to resolve this and the fact, I was told to turn off the feature to fix the problem.  If they will not replace the watch. Please have them send me information on who to contact next to resolve this issue. 
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/31/2024

  This issue has been resolved with your watch.  The auto light feature was NOT turned off and this was causing the problem.  Our technical support agent sent a portion of the manual via email on how to perform this function of turning off the auto light feature. The only time the backlight will turn on now is when the button is physically pressed.  The band will be replaced as mentioned previously as a courtesy.

  Sincerely

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

  Director

  Service and Support Division

• Initial Complaint

  Date:02/10/2024

  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 a 30-year Casio customer with a long history of watch upgrades. They have been exceedingly dependable and so I have stayed with the company and their **shock line of watches.The **Shock watch is advertised as by Casio as either "shock-proof" or "shock-resistant" depending upon the advertisement you look at. Several months ago I was chopping wood with an ax and the message "OPEN" appeared on the screen of the watch. All functions except the time display were disabled. Checking online I found that this is a problem experienced by others from shock to the watch that dislodges internal components causing the watch to "think" the back has been removed (which of course, is not the case). The cause of this damaged condition is in direct contradiction to Casio's advertised claims to the ruggedness of the **shock line of watches. The one-year warranty is expired, so I called Casio Customer ********************** to ask for assistance. I was referred to the manager ******. I have left him multiple messages by voice and by email. He sent me an email apologizing for not being available, so I replied to his email and asked him to call me by phone. Even though I never received that call I did not give up and phoned him again. Bottom line is that he has not responded to any of my many requests for assistance on this matter over a period of two months. On my last call I told him that would be my last attempt to reach him to resolve this matter. Again, no response, so I am have resorted to filing this claim with BBB.I desire either repair of my watch at Casio's expense or credit for the cost of the watch toward a newer **shock. If the answer is "no" that is preferable to being ignored. If the answer is "yes" Casio will have salvaged a very long term customer headed to a competitor.

  Business Response

  Date: 02/14/2024

  We have issued this customer a return label to assess the issue.  I am confident we will come to a mutual agreement on the course of action to take.

  Sincerely

  Casio Customer **********************

• Initial Complaint

  Date:12/16/2023

  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 ordered a watch for a Christmas gift on 12/15/23 and it did not allow me to review the order/my cart before finalizing the purchase. I discovered they charged me for two watches and immediately called customer **********************. They lied and said they cant modify for cancel the orderthat their system doesnt allow ***** said all I could do was return one of the watches when they arrived. I asked for a supervisor and they transferred me to ****** voicemail. My daughter looked up similar complaints on the BBB website and found a phone number for headquarters. *******, just transferred me to customer **********************, before I could finish telling her we already talked to them, and the call dropped. When I called back, ******* said she normally does customer ********************** but was helping at the reception desk today, and then said they cant cancel or modified orders. I said yes you can, with manager approval, because I read the complaints. She then changed her story and put me on hold while she supposedly tried to reach a manager. Then the call dropped again. I called a 3rd time and customer ********************** picked up, rather than the reception desk. It was the original lady that first sent us to ****** voicemail. She lied and said again they couldnt do anything, and I told her what ******* was working on. Then she lied that ******* doesnt work in customer ********************** or know what shes talking about. She was rude on the phone and just said my request was in the notes to a manager and to wait to hear from him. I said no, because similar reviews said it takes over a week to hear back, so Id wait on hold. She claimed she needed to keep the line open and sent me again to ****** voicemail against my protests. I will call again and bet they dont even pickup. This company is a scam and needs to be shut down.

  Business Response

  Date: 12/20/2023

  Customer was contacted and informed that we cannot cancel the order however once it is received we will issue a return label and refund.

  Sincerely

  Casio America Inc.

• Initial Complaint

  Date:12/03/2023

  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.

  Good morning, I ordered a second watch from Casio, and I was sent the wrong product which was the DW5600E-1V. I even had paid for expedited shipping as I wanted this for an event. As a supporter of Casio and collector of their G-Steel series specifically, this has been very disappointing. My order number was #********** They claimed previously to have refunded me when they received the return on the label they gave me, but that has not been true.

  Business Response

  Date: 12/06/2023

  We have located the returned product and a refund is being processed.  Please allow **** business days to receive the refund.

  Sincerely

  Casio Customer Support

  Customer Answer

  Date: 12/12/2023

  
  Complaint: 20951751
  
  I am rejecting this response because:

  The refund has still not posted. I will close out the case once the refund is confirmed to ensure it is not lost.

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

  Business Response

  Date: 12/19/2023

  We are sincerely sorry for the delay.  There was a system issue that required our IT department to intervene.  The refund was processed today and below is the information.

  Dec 19, 2023 9:29:43 AM Finish Customer Notified
  We refunded $436.51 online. Transaction ID: "************************************"

  Sincerely

  Casio America Inc.