Complaints

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On January 17, 2023 I ordered the ****** ******************** PhotoShare 10" Smart Digital Photo Frame from Amazon. It worked well for almost a year and then, suddenly two weeks ago, the frame continued to scroll the company logo in a circle over and over. I searched online for possible fixes, but nothing worked. I looked for a customer service phone number, but could not find any phone number for the company at all. I then submitted a request for help on the company website, providing all requested information and received a response by email saying someone would contact me shortly. They said I could send more information, if necessary. I responded to the email, letting them know that I had provided all requested information. That was on January 9, **** and now 5 days later, I have heard nothing. As time moves closer to my having the frame a year, I worry that the company will not do anything as I've had the frame for almost a year. I would like the company to contact me to help me fix the problem or to provide me with a new frame if the problem cannot be fixed. I did read while researching my problem online that another customer sent his ********************** into the company as it could not be fixed and that he never got it or a replacement back. That would not be acceptable. As I provided on my request for assistance my frame model is FD5010CLM; my frame serial # is *******************; my ********************** ID is **********. Please help me.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Purchase a Photoshare Frame, box stated the photos could be added from a Web interface. When using the product the web interface states that the ** number for the ********************** is not in the database. The frame was properly registered and I am able to use email to send a photo to the frame, along with the dedicated IOS app from Photoshare, but the promised web interface does not work. I have reach out to the customer support at least 7 times with no response (yes I have checked junk mail folder) I have also called the customer support number that only refers back to the customer support website that no-one is responding to. I call the company telephone number and selected tech support to only have the system hand ** on me. What they promised in the packaging and what they deliver is two different things.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased 4 total frames from this company to share with family and friends. My frame, purchased on January 5 2023 for $108.37 on Amazon got a black screen so I cannot see any photos anymore. I reached out to customer support; support ticket ***** and went through some troubleshooting. They determined it cannot be fixed and if I am unable to return to place of purchase that "all frames come with a free one-year warranty. If the frame is in the warranty period, we'll need you to provide us with a proof of purchase." I provided proof of purchase and never received a response back.

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is regarding a Simply Smart Homes (formerly Switchmate) digital frame. I have lost the main power adapter to the frame, so I purchased the official power adapter through their website.Once I received the replacement part and connected to the frame, within a few minutes, burning scent starting coming from the frame. When I touch it, the frame was hot and I unplugged it right away.I reached out to Simply Smart Homes to resolve this matter but for over two months, it has gotten no where. The frame I own is past its one year warranty - HOWEVER because my frame burnt internally ONLY AFTER purchasing and using their official power adapter (and not by misuse), I am requesting a replacement of my frame along as a refund on the replacement parts. [Order #****-**********] (August 23, 2023) Total: $7.98 The whole two months of trying to resolve this matter has been extremely frustrating and upon request, I can provide you a detailed timeline of all of the-or the lack of- correspondence with Simply Smart Homes.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The photoshare frame was given to me as a Christmas gift Dec. 2022. It's now July 2023 & I've yet to be able to use the frame. 1) the psf app does not have all my photos from my cell phones gallery. 2) I had to manually in 6 steps transfer all my wedding photos 1 by 1 taking 6 hours to the frame. I could see them being transferred at the time but now nothing. The frame is in a boot loop from "checking 4 wifi" to registered user found". I have communicated thru many many many ************** calls to Simply Smart & have done everything they've asked me to but to no resolve. But the worse, they NEVER follow thru. They NEVER call me when they say they will. The NEVER email as they say they're going to. Months have past. I've been patient. I've been respectful but I'm being taking as a fool at this point. Its completely unfair! SOMEONE needs to do the right thing ONCE & FOR ALL & RESOLVE THIS ISSUE....PLEEEEASE

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a digital photo frame from SimplySmart Home (Switchmate) from Amazon on July 13th 2022 for about $199.99. in April 2023, my frame stops working (black screen and cannot access anything on the frame) so I looked up my order and it said to reach out through the company any issues with the item. I used the app to reach out on May 4 2023, explained the frame boots to a black screen and I cannot get it to turn on. I provided my address, model number, S/N of the frame. They had me try to reset the frame, but that did not work, and again I was stuck with a black screen on boot. I replied to them initially on 5/5/2023. I did get a response, so I replied to the same message on 5/10 and 5/13. My ticket number is *****. So I reached out again to make another ticket on 5/16 (Ticket *****) and have yet to receive a response. The frame should still be under the year warranty as it stopped working within the year and I just would like a solution to my issue or a replacement of the product. I attached the order number and the initial emails for my ticket *****. The email address for my account through the *** app is ************************** Thank you.

  Customer response

  06/14/2023

  Hello, 

   

  I am reaching out to inform the BBB that Switchmate did contact me directly to resolve my issue and I appreciate the assistance I received to in my request.

   

  Thank you,

  Ashley **********

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a digital frame for my sister for Christmas 2022, Order #****-878742055. The code that was supplied in order to upload pictures does not work, rendering the frame useless. The only way to contact customer service is through their website. There is no phone number. My sister left a message on December 26, and I left two messages at the beginning of January with no response. Because of this, we decided to return the frame. However, the section on their website specific to returns states that if youre not 100% satisfied, you can return it, but it provides no information on how to do it - no form to fill out, no address to send it to, etc. I purchased the frame directly from their website, not from a third party. This frame was $99. I see from other reviews that others are having similar issues. It seems like this is a scam I have contacted my credit card company to dispute the charge.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/14/2022 I purchased four 8" digital picture frames from *****************. The order totaled $428.21 order # MSSH-**********. Both their corporate website the Amazon listing advertise pictures can be sent from cell phones using their app. This was the sole purpose of me making the purchase. My complaint is that for iPhone that does not work at all. I've verified with their customer service that, as of now, no photos can be sent via IOS. The issue is with their iPhone app. They require us to use "PhotoShare Frame V2" app. I've confirmed with *****************'s customer service that the app does not work. They have an alternate app "PhotoShare Frame" app (same name minus the "V2"). That app works fine. For some reason unknown to me, ***************** pulled that app off the Apple App Store. They're forcing customers to use the "V2" version which they admit does not work. I have screenshots of their corporate website and Amazon where they advertise the ability to send pictures to the frame using their app, and that it works on Android and IOS. I also have an email where they confirm it does not work. This is false advertising.

  Business response

  01/11/2023

  Good Afternoon,

  Thank you for notifying us of about this issue.  
  

  While the app was unstable a few weeks ago, the good news is it has been fixed.

  We have released an update for the PhotoShare Frame v2 app.  Please use the link for your device below to ensure you are on the newest version of the app (v4.0.6).
  

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

  Once you are on the latest version of the app, please retry adding your PhotoShare Frame through the app and you should be up and running.

  We are happy to initiate a return if preferred, or offer you a 25% discount on your purchase.

  Please reach out to **************************************

  Thank you,

  SSH Customer Support

   

   

   

  Customer response

  01/17/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered the item on 11/29/22. The product was $71.59. I ordered the product which is a digital picture frame. I contacted the ************ after placing the order to try and cancel it. The item then shipped before they canceled it and said I had to return it once I received it. When I received the product I returned it to the location that was provided on the return receipt. The tracking number says that the product was delivered. I contacted asking if they received it and when I would get a refund and they have not responded. Throughout this entire process it has taken days if not a week for them to respond to my emails. They keep ignoring me and have shown no evidence that they are trying to resolve the issue. The order number is ***************. The tracking number for when I returned the item through ***** is ************. This should confirm with you that they received the item.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This company sells a product called the PhotoShare Frame (~$100) that allows others to instantly send photos to a digital display via a wifi account, and we received one of these as a gift at Christmas. We've spent hours and hours trying to get the software to function ---it repeatedly says that the registration number for our frame is not valid. When I went to check out the company I ended up on their ******** page, where there is a string of complaints exactly like ours going back several months ---everyone complaining that the software doesn't work, and also that **************** is non-existent ---they have apparently disconnected their phone number, so you can't reach anyone any more at the number they provide. It's a recorded "phone line no longer active" type of message. Even after they were aware of these problems (according to their ******** page, where complaints like ours were logged months ago ---and people from the company responded), they continued to sell the frames throughout the holiday season and are STILL selling them now. The customer basically pays $100 or more for nothing ---which amounts to a scam, because there is no help available, they do not answer emails sent through their website, and the "fixes" they suggest also do not work. The ******** page address where you can read these complaints and see some of the history is at: ******************************************************************

*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. ↩