Despite several emails to Wyze support to get a credit for products that were never delivered, they refuse to give me a refund, tell me I need to return products to get a refund and tell me to contact the shipper to solve the problem. Has anyone else had this problem? Shipper tracking shows the package going back and forth between two locations but never getting near me. This has been going on since December 2.
I ordered a cam on 11/28/24 and WYZE said they shipped it 12/1/2024 but the USPS said they never got it. After getting a support ticket and exchanging emails WYZE sent another camera due for delivery tomorrow. I just checked and it is about 30 miles away so it should be delivered as scheduled.
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I have had good luck buying v3 cameras from Amazon. Both arrived as scheduled. The rest of my v3 cameras I bought off the shelf at a Home Depot.
I bought my v4 and the last v3 straight from Wyze Canada. Arrived the next day after placing the order. The other five v3s picked them up at brick and mortar Home Depot store.
What 2 locations? I’m not necessarily asking for an exact address, but is it like between two different shipping hubs or something?
Have you contacted the shipper at all? If so, what did they say? I do think it’s a reasonable request to ask somebody to contact the shipper first. I would have done that for sure.
However, ultimately it is the seller’s responsibility to make sure you get the product. But they do have a legitimate concern that if they issue the refund, the shipper May still end up delivering the product to you. Then things become complicated as a seller may require you to return the product or reverse the refund. Still, it is their responsibility to resolve it.
I am willing to try to intervene by speaking to an employee on your behalf, but I would just request that you try contacting the shipper at least once and letting me know what they tell you first. (Note: I am not an employee, but I can try to escalate this situation for you). Then post your support ticket number in here so I can pass this on.
Otherwise, You can try talking to a different rep, and if they refuse to help, asking for a supervisor. I think the base rep just doesn’t know what they’re supposed to do in this situation.
Back and forth at least three times between Dayton NJ and Montgomeryville PA.
I have not called or tried to contact the shipper, it’s not my job and I am offended that they told me to contact the shipper. I have no relationship with lasership, they do.
I am planning to call one more time to speak to a supervisor.
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Fair enough. It is ultimately the seller’s responsibility if a product isn’t delivered, so I think that is a good plan: ask the new rep if they can handle it, and if not, then get a supervisor, at least that is what I would do.
I hope it gets resolved this time. Sorry to hear of that frustrating shipping tracking. It is weird that they would send it back and forth multiple times. It sounds like the shipper doesn’t know what they are doing and maybe Wyze should consider stopping using them.
Stuff like this is why I prefer to order from Amazon when possible as they are much easier to deal with when issues like this arise.
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Me too, because Amazon has some great guarantees…of course they BETTER since we often end up paying more for them in some ways since Amazon takes between 8%-45% extortion…er, I mean of various fees, so they sure better give a lot of guarantees and make it easy for us. 
That’s part of the reason why we pay them the big bucks. They generally have superb customer service.
A lot of the Chinese marketplace clones have adopted similar policies too, like Temu, TikTok shop, etc…at least until they think someone is abusing it.
It’s nice to have added guarantees.
I’ve worked customer service for multiple fortune 500 companies in the past and I think in this case it’s just a frontline Rep not knowing how to properly handle this rare issue. Hence why I suggested a supervisor.
Lesson learned
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