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:04/21/2025

  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 March 28, 2025, I purchased the *** Osmo Pocket 3 Combo from **** official store for $713.08. After receiving the product, it turned out to be faulty and unusable. I reported this immediately, with full proof including video documentation, receipts, and chat transcripts. Despite *** acknowledging the issue, they have delayed my case for nearly a month, offered contradictory responses, and failed to issue a proper resolution.They initially offered a replacement, but due to the extensive delays, I lost a professional opportunity that relied on this gear, which also caused financial damage. I explicitly rejected a replacement and asked for a full refund of the current value ($851.93) since prices increased due to their mishandling. *** refused, only offering to refund what I originally paid, ignoring the time and opportunity cost.I have every single conversation, receipt, and supporting video to prove my case. Their customer ********************** has become non-responsive to my last emails, and the issue remains unresolved.***s behavior has been negligent and dismissive, showing no concern for the damage caused by their delay. I am seeking a resolution immediately.

  Business Response

  Date: 04/30/2025

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI
  

  Customer Answer

  Date: 04/30/2025

  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.
  
  Regards,
  
  **** *********

• Initial Complaint

  Date:03/18/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 placed an order #*************, and the order was delivered today. After opening the package, I noticed I had only received one of the two DJI RS 4 Mini's that I had ordered. I reached out to customer ********************** and notified them immediately with photos and the serial number of the device I received. It is very frustrating because they only said they would escalate it and that they were not able to refund the missing one. This was for content creation, and I really depended on both of them arriving today, as tracking said. This is very disappointing and I would just like my money back for the missing one. Please resolve this issue.

  Business Response

  Date: 04/03/2025

  Dear Customer,

  We sincerely apologize for the inconvenience youve experienced. Your complaint has been forwarded to our support team, and they will be reaching out to you via email to assist with your concern.
  If you have any further questions, please dont hesitate to contact DJI North America Support. Our team is available Monday to Friday, 9:00 AM 5:00 PM (PST) through the following channels:

  ?? Phone: *****************
  ?? Email: ***********************************
  ?? Online Support: DJI Support
  

  We appreciate your patience and look forward to resolving this matter for you.
  

  Best regards,
  DJI Support Team

  Customer Answer

  Date: 04/03/2025

  Complaint: 23082347
  
  I am rejecting this response because: I was just notified by a ************ Care Team Manager that they are still investigating the matter after all this time and to make things worst she then notified me that she has a 3 day vacation coming that I won't recieve a response for at least 72 hours. This goes to show the level of urgency from DJI. All I want is my money back for the missing item. At this point I will be returning the item I did recieve because I want no business with ***. They care about money not the customer. Please make this right and refund my missing item. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:09/06/2024

  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.

  8-23-24 Amount of ***** DJI (the drone company)I purchased after market motors for my drone. After trying to install them myself, I had the drone along with my motors sent in to have it done professionally. I gave a detailed description of what I wanted done.I received a stock replacement drone back, without my aftermarket motors. I asked for my property to be returned, and I was denied because "I already received a replacement drone". They didn't perform any of the repairs I requested, and now are refusing to reimburse me, or return my personal motors.

  Business Response

  Date: 09/16/2024

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ***********************************
  Online Support: **********************************
  
  Sincerely,
  DJI

• Initial Complaint

  Date:05/08/2024

  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.

  *** wouldnt replace my flyaway mini 3 drone that was 90 days old and it just fly away when i turned my haed for 2 secounds i sent the vidios of my drone flying away then they tried blaming it on pilot error which is a lie they are a bunch of crooks and it is still under 12 mouth warrenty i know anyway

  Business Response

  Date: 05/20/2024

  Dear Customer,
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI ************* Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ******************
  Online Support: **********************************
  
  Sincerely,
  DJI

  Customer Answer

  Date: 05/20/2024

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/02/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Briefly summarizing a near two-month horrible experience with DJI:Upon trying the bundled, second drone battery, found it to be defective I requested DJI warranty service for ONLY this one battery DJI requested that I send back all bundled components (two batteries, drone, and controller)I shipped back all components DJI received the components and falsely stated that my drone had water damage (while in my possession, my drone has never had contact with water)DJI gave me a repair estimate, nearly totaling what I paid for the entire new bundle I rejected all repair estimates (even following their deeper and deeper discounts) knowing that this drone, while in my possession, never experienced any negative impacts DJI continued their false claims - even claiming that from ****** map coordinates, my drone first took flight from the very center of my pool DJI said that, for their deceptive water damage claim, any use of the drone could result in bodily harm or property damage. Later, DJI said that this water damage could have been caused by flying the drone in, very humid conditionsI told DJI to return my drone and that I would not pay for repairs that were not prompted or needed DJI returned all components upon receipt, I noted that the drone was returned not fully assembled (the top outer shell was not fully connected to the body)I successfully test flew the drone, without issue My concern remains that, following my shipping of all components to DJI, there was some form of damage to the drone that would result in the, bodily harm or property damage, stated by DJI All the above facts and concerns were constantly and consistently delivered to DJI without any actionable resolution given I feel that DJI created or promoted false damage to the product to scam a consumer into paying for repairs (and to justify their service center)***************** Service Case Number: CAS-********-D4C7P4

  Business Response

  Date: 12/04/2023

  Dear *****,

  
  We sincerely apologize for the negative experience.Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI North America Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ********************
  Online Support: **********************************
  
  Sincerely,
  DJI

  Customer Answer

  Date: 12/21/2023

  Complaint: 20947836
  
  I am rejecting this response because: 

  After the BBB sent *** the complaint, *** had an autoreply email returned stating that the business would reach out to me via email.

  Not only did *** NOT reach out via email, I called the email-provided business phone number multiple times. 

  On the call where I did make contact, I explained the reason for my call (referencing the BBB complaint) where I realize that *** did not know what to do in this situation (full confusion).

  Not knowing how to handle my call, the *** Representative recorded my name/phone/case information and stated that I would receive a follow-up call - at the one-plus week ***** I still have not received any contact, in any form, from ***.

  This I see as further evidence that, although *** is great at pushing its' product and making a profit, they have no interest in providing any, "service after the sell."
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/21/2023

  Dear *****,
  
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI North America Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ********************
  Online Support: **********************************
  
  Sincerely,
  DJI

  Customer Answer

  Date: 12/22/2023

  Complaint: 20947836
  
  I am rejecting this response because:

  After the BBB sent *** the complaint, *** had an autoreply email returned stating that the business would reach out to me via email.
  
  Not only did *** NOT reach out via email, I called the email-provided business phone number multiple times. 
  
  On the call where I did make contact, I explained the reason for my call (referencing the BBB complaint) where I realize that *** did not know what to do in this situation (full confusion).
  
  Not knowing how to handle my call, the *** Representative recorded my name/phone/case information and stated that I would receive a follow-up call - at the one-plus week ****, I still have not received any contact, in any form, from ***.
  
  This I see as further evidence that, although *** is great at pushing its' product and making a profit, they have no interest in providing any, "service after the sell" - a continuation of their unfair business practices.
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/27/2023

  Dear *****,
  
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI North America Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ********************
  Online Support: **********************************
  
  Sincerely,
  DJI

  Customer Answer

  Date: 12/27/2023

  Complaint: 20947836
  
  I am rejecting this response because:

  For a second time, *** has sent a generic "form template" reply - when the BBB sent *** the complaint, *** had an autoreply email returned stating that the business would reach out to me via email.

  Not only has *** NOT reach out via email, I called the email-provided business phone number multiple times. On the call where I did make contact, I explained the reason for my call (referencing the BBB complaint) where I realize that *** did not know what to do in this situation (full confusion).

  Not knowing how to handle my call, the *** Representative recorded my name/phone/case information and stated that I would receive a follow-up call - at the three-plus week ***** I still have not received any contact, in any form, from ***.

  This I see as further evidence that, although *** is great at pushing its' product and making a profit for themselves, THEY HAVE NO INTEREST IN PROVIDING ANY, "service after the sell."  For me, *** has shown a great lack of integrity and a failure in fair business practices.
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/28/2023

  Dear *****,
  
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI North America Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ********************
  Online Support: **********************************
  
  Sincerely,
  DJI

  Customer Answer

  Date: 12/28/2023

  Complaint: 20947836
  
  I am rejecting this response because:

  For a third time, *** has sent a generic "form template" reply - when the BBB sent *** the complaint, *** had an autoreply email returned stating that the business would reach out to me via email.

  
  Not only has *** NOT reach out via email, I called the email-provided business phone number multiple times. On the call where I did make contact, I explained the reason for my call (referencing the BBB complaint) where I realize that *** did not know what to do in this situation (full confusion).

  
  Not knowing how to handle my call, the *** Representative recorded my name/phone/case information and stated that I would receive a follow-up call - at the three-plus week ***** I still have not received any contact, in any form, from ***.

  
  This I see as further evidence that, although *** is great at pushing its' product and making a profit for themselves, THEY HAVE NO INTEREST IN PROVIDING ANY, "service after the sell."  For me, *** has shown a great lack of integrity and a failure in fair business practices.

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

• Initial Complaint

  Date:10/02/2023

  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.

  So I bought a drone the fpv all together spent around ****. Had I for less then a week flew it 3 times then the remote broke it wouldn't link to the drone. Apon looking into it this has been an issue for quite some time. Being the size of this companey and having a monopoly on drone sales in my opinion have enough money and people in r and d to fix this issue. This not being fixed is just lazy and disgusting. It just showes there out for the bottom line they don't care about there customers only the dollar they get from them. So I was told to send in my drone for replacement since I just had purchased it. I sent it in on Tues they recived it on Friday today is Tuesday. I called them today since *** says it's there but *** says it not on the web. So i called they told me that there department has not recived it. Then I told him that uos has on web that they have. Upon saying that he changed it to oh yes well it is hear we just haven't gotten it yet. So your telling me *** dropped it off and no one checked it in, packages just get thrown in a pile and when you get to it you get to it. How do you keep track of who's is who's and why in the heck is no one checking in parcels at a fixing facility. Are they having to fix so many drones that they can't keep up? That's a sign of shaty craftsmanship if you ask me. so they said that I will have my drone back by a week from now. I highly doubt it but we will see. It's just a replacement it should only take an hour or so to look at it and see bad hardware but I'll give it a full 2 days and then shio back. With shipping it should take 8 days no more to get the drone back.

  Business Response

  Date: 10/13/2023

  Dear ******,

  
  We sincerely apologize for the negative experience.Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI North America Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ********************
  Online Support: **********************************
  
  Sincerely,
  DJI

• Initial Complaint

  Date:03/17/2023

  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 came in vacation in ********** with my DJI Mini SE drone, bought in ****** brand new, still under European warranty.The drone malfunctioned: refuse to connect to the remote.After contacting DJI support, I sent my drone (and accessories, battery, remote) to their repair center in **. Case CAS-********-N9X6T1.Got a repair quotation for $112.85 ******************** Module (FCC) ***** + Repair Service Fee ***** + Tax (CA Sales Tax) **** I was willing to pay in the hope I'd get my drone back and would be able to take photo memories with my drone, despite knowing the repair would have been free in Europe. And I'm ok with that.The problem is I received the drone, an it obviously hadn't been repaired or even tested before they ship it back: it is still faulty, still refuse to connect to the remote.I have been charged for a repair that has not been done.I spent hours today with their support, begging for a quick resolution of that issue: I'm leaving the US in two weeks from now, and I'm afraid if I send it AGAIN for repair, it will not be back before I take my plane, and therefore will be lost.I asked them to refund the repair that has not been done. They refused. Just hoping a new case CAS-********-Y5N6F2, promising this time the drone will actually be tested and repaired, which sounds like them admitting this was never done in the first place.I just want them to refund the repair that wasn't done.

  Business Response

  Date: 03/17/2023

  Dear ******,
  
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI North America Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ********************
  Online Support: **********************************
  
  Sincerely,
  DJI

  Customer Answer

  Date: 03/18/2023

  Complaint: 19612273
  
  I am rejecting this response because:

  DJI Support and DJI reps on official DJI forum promised a FAST resolution of this problem: I paid $112 for a repair, I received a drone that wasn't repaired. I'm leaving the US in 2 weeks, so support and official DJI forum promised FAST shipping, FAST processing, and REAL repair (which is a tacit admission my drone wasn't repaired in the first place), so I could get my drone working before I leave and go back to ******.
  
  2 days after these promises, I still have no label to ship my drone to the service facility. Meaning it is TOTALLY unlikely DJI (that I totally don't trust anyone) will receive my drone, fix it for real, test it, and ship it back before I leave. All I get is random anonymous DJI reps saying they are sorry, but they DO nothing to fix this mess.
  
  This mess is DJI fault and responsibility: I sent a drone that refused to pair with the remote, paid $112 for a repair, and received a drone with the exact same fault. Had they simply tested the drone and remote before shipping it back, they'd have noticed it wasn't working. 
  
  It is now totally impossible in my opinion that they'll fix my drone and ship it back before I leave the US, therefore I demand a refund for the repair that was NEVER done or a WORKING replacement that I'll receive before leaving the US. Also, excuses mean nothing, they should at least also compensate me for that mess.
  
  

  
  
  Regards,
  
  Didier *********************** *********************

  Business Response

  Date: 03/20/2023

  Dear ******,
  
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI North America Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ********************
  Online Support: **********************************
  
  Sincerely,
  DJI

• Initial Complaint

  Date:02/24/2023

  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 a drone through dji around 1/1/23. I filed a claim ** my drone flew away shortly afterwards, it was recovered with no damages. I filed a claim with dji because of the fact it flew away. And I was told by a representative that it was deemed no damage and case closed. About 6 weeks later I was flying my drone like i do everyday the weather is nice, and it fell from the sky 60 ft from where I was controlling it. I filed another claim and was told that bc of the previous claim that was closed, I have to pay for repairs. I have sent them the log info with the video proving what happened, but they refused to look at any of the data from the day of the crash 2/10 or previous flights proving there wasn't any damage to the Drone itself. Not to mention the fact they closed the case claiming no damage done and congradulated me on my retrieval of my drone. I also have pictures of the Drone from 2 days before the crash and from the day of right after it happened. And they still wo nt review any of the info, bc of the previous claim on my file

  Business Response

  Date: 02/24/2023

  Dear ***,

  
  We sincerely apologize for the negative experience. Your complaint has been forwarded to our support team who will contact you by email regarding your concern.
  
  If you have any questions, please feel free to contact DJI North America Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ********************
  Online Support: **********************************
  
  Sincerely,
  DJI

• Initial Complaint

  Date:07/18/2022

  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.

  Impirchased 2 drones in 2020. My drone had to be sent in to get fixed . I sent it to the ********** location . They sent another drone back to me that didnt work . So they had me send it to Texas location. I left my sad memory card in the drone (256)gb . They sent me another drone that wasnt mine again and who knows how long itll work for as its a used ********** drone had less than 20 hours flying time and they sent me a used drone with over 100hrs flying time ! My drone had minimal wear and seems unfair I paid over $1000 for my drone to be replaced with a used drone with unknown wear and tear but only that it functions when they send you a replacement . If they sent a new drone to replace mine that wouldnt be an issue but a used drone ???

  Business Response

  Date: 07/18/2022

  Dear BBB,
  
  Unfortunately, we did not received a SD card when the product was shipped in to DJI. All of the packages are recorded and photographed during and we have no record of an SD with this shipment.
  
  
  If you have any questions, please feel free to contact DJI North America Support, Mon-Fri 9:00AM ~ 5:00PM (PST) via the following:
  
  Tel: *****************
  Email: ********************
  Online Support: http://www.dji.com/support/product
  
  Sincerely,
  DJI