Responses (4)

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  Chelsea_Ring

  Hi @BBR2. This isn't the experience we want our neighbors to have when contacting support. I will make sure to pass on your feedback to the appropriate teams so this can be looked into for the future. Our Account Logistics Team handles any and all billing, order, and shipping related inquiries. This includes escalations about missing items and cancelled orders. The Account Logistics Team can need up to 48 hours to review these tickets. How long have you been waiting since contacting support? If you have reached out to them within the past 24 hours, please wait the full 48 hours. From there, you can follow up with them via email with your escalation agent who will ensure you get any devices you are missing and fulfill any orders you need placed. Please feel free to let us know if it's been more than 48 hours and we can take a look into this for you! :)

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  16-04-2020 11:30:41

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  CeeCee1

  I'm going to try to be fair. First, I want to express my appreciation of a well made product. We have been customers for a long time and love our Ring Doorbell. Customer service has been great in the past and they always greet you and treat you as a valued customer. With that being said, here is where we make a wrong turn. On December 5, 2020, I ordered a brand new ring and chime. At that time they were running a special so I was supposed to have received a free additional battery and a digital coupon for an additional free faceplate. 2 days later, I received the ring and chime but the free items were missing. I called on December 7th to report the missing items. To make an extremely long story short, I have called on the7th, 9th, 18th, 24th, and the 30th. I have been told many inconsistencies, broken promises, and I STILL DON'T HAVE MY PRODUCTS. I've asked for the number or an email of someone from the headquarters but no one seems to know this information. It's strange to me that when I paid for my items, they arrived within 2 days but the items that were extra doesn't seem to be able to make it to me. I have now been given 3 different tracking numbers and 2 different replacement id's. I am now 25 days into this problem with no end in sight. I get the same answers every time, "You will receive a tracking number within 24-48 hours but I always end up calling back to get the tracking number. The last representative told me that USPS is saying they never received the package and The Ring is saying that they did. Meanwhile, the end user (me) is still waiting on them to sort it out. I'm elderly, running out of patience and I don't know what else to do. I have never experienced anything like this from any other company and I am truly disappointed. I will only order through Amazon or Best Buy in the future and I will never order direct from The Ring again. It's such a shame to have such a remarkable product but terrible service. I hope they get it together.

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  31-12-2020 01:02:50

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  BaffledGuy

  I'm in the same boat--ordered 6 weeks ago and I'm about to make my sixth call to customer service trying to get the missing stuff shipped to me. Have you found any answers since your last post?

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  21-01-2021 08:11:25

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  ametric

  Same for me see below All rights reserved Ring Team M MICHAEL Last week I reported this package never arrived. I was supposed to get a response in 72 hours. I have heard nothing. RCS Hi neighbor! Thank you for contacting Ring. Chat Support Hours: 5:00 AM - 9:00 PM MST **Unfortunately, device troubleshooting and first time setup are unavailable in Chat.** For assistance with device troubleshooting and first time setup, please give us a call: [ **Neighbor Support** ](https://support.ring.com/hc/en-us/articles/360036196372)​ Please **select** an option and use the **arrow** to submit. Shipment Status RCS Thanks! Now can we get your **email address** ? xxxxxxxxxxxxxxxxxxxxx RCS Do you have an active Ring Account? Yes RCS Great! Please wait while we connect you with the next available representative... M Hello! Thank you for reaching out to Ring community support! My name is Michael. With whom do I have the pleasure of speaking with today? ​ John Bettger M Hi John. ​ yes M I understand you need assistance with checking on the status of a package and your follow up, and I completely understand how important this is to get this sorted out. I would feel the same way and want a speedy resolution! ​ I would be happy to look into this for you. For security purposes, I am sending you an e-mail link to the email address on file. Please sign into your Amazon Account and click on “Grant Access” to approve my request. ​ ​ I went through this last week and nothing happened. Very disappointing. The irony is my Ring door bell proves nothing was delivered M Understood. The 72 hour is the normal time frame usually, but our Logistics/Billing team have been backed up to about 4-5 days right now. That should have been communicated to you though and not the 72 hour right now. Apologies about that. ​ So is it in process? is there a case number? M I would need to have the profile authorized before I can see anything. ​ I ordered the specific additional portable camera to document a construction project. The project is now half way done so how do we authorize M An email has gone to your Amazon primary account email. ​ Amazon is our parent company so the app will ask to link the profile sometimes when you first setup now. Most times it's selected and not really aware of what is happening but we don't see anything Amazon, it's merely for the authorizing. The email will go to your Amazon primary account information. You can unlink the profile if desired. ​ yes that is a different email address. M If you would like to unlink Amazon from your Ring profile, you can do so by selecting the 3 lines in the upper left of the Ring app and selecting Account. You will see Amazon linked and you can unlink there. ​ Why would i do that.? M Just letting you know of what is possible. ​ You have an authorization email that was sent and should be present to grant access. ​ I have access to that email account. I just authorized M Thank you. So you do have a case open and awaiting our Logistics/Billing team. They will be reaching out via email when they have addressed the issue. We must wait on their response. ​ What is the case number? M It is under your email, not a case number to give. It's listed under your email as a ticket within your profile. It is still open and pending. No assigned agent as of yet. ​ Did you have any other questions I can help with today? ​ ​ You guys have a great system. Recommend it to everyone but when there is a problem with an order -- not so much M Understood. ​ There should be a process for tracking the process M Okay, I will part from here, just try to have a great rest of the day but feel free to reach out via chat or phone at ***1-800-656-1918*** if you ever need any assistance or questions answered. [*** **Support.ring.com** ***](https://support.ring.com/) is a great resource as well, it has tons of documentation and information. Once again, my name was Michael and it was a pleasure working with you today! Thanks for being the best part of Ring. Have a great rest of the day and stay safe! ​ Just now

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  27-02-2021 02:38:00

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  ametric

  Same for me see below All rights reserved Ring Team M MICHAEL Last week I reported this package never arrived. I was supposed to get a response in 72 hours. I have heard nothing. RCS Hi neighbor! Thank you for contacting Ring. Chat Support Hours: 5:00 AM - 9:00 PM MST **Unfortunately, device troubleshooting and first time setup are unavailable in Chat.** For assistance with device troubleshooting and first time setup, please give us a call: [ **Neighbor Support** ](https://support.ring.com/hc/en-us/articles/360036196372)​ Please **select** an option and use the **arrow** to submit. Shipment Status RCS Thanks! Now can we get your **email address** ? xxxxxxxxxxxxxxxxxxxxx RCS Do you have an active Ring Account? Yes RCS Great! Please wait while we connect you with the next available representative... M Hello! Thank you for reaching out to Ring community support! My name is Michael. With whom do I have the pleasure of speaking with today? ​ John Bettger M Hi John. ​ yes M I understand you need assistance with checking on the status of a package and your follow up, and I completely understand how important this is to get this sorted out. I would feel the same way and want a speedy resolution! ​ I would be happy to look into this for you. For security purposes, I am sending you an e-mail link to the email address on file. Please sign into your Amazon Account and click on “Grant Access” to approve my request. ​ ​ I went through this last week and nothing happened. Very disappointing. The irony is my Ring door bell proves nothing was delivered M Understood. The 72 hour is the normal time frame usually, but our Logistics/Billing team have been backed up to about 4-5 days right now. That should have been communicated to you though and not the 72 hour right now. Apologies about that. ​ So is it in process? is there a case number? M I would need to have the profile authorized before I can see anything. ​ I ordered the specific additional portable camera to document a construction project. The project is now half way done so how do we authorize M An email has gone to your Amazon primary account email. ​ Amazon is our parent company so the app will ask to link the profile sometimes when you first setup now. Most times it's selected and not really aware of what is happening but we don't see anything Amazon, it's merely for the authorizing. The email will go to your Amazon primary account information. You can unlink the profile if desired. ​ yes that is a different email address. M If you would like to unlink Amazon from your Ring profile, you can do so by selecting the 3 lines in the upper left of the Ring app and selecting Account. You will see Amazon linked and you can unlink there. ​ Why would i do that.? M Just letting you know of what is possible. ​ You have an authorization email that was sent and should be present to grant access. ​ I have access to that email account. I just authorized M Thank you. So you do have a case open and awaiting our Logistics/Billing team. They will be reaching out via email when they have addressed the issue. We must wait on their response. ​ What is the case number? M It is under your email, not a case number to give. It's listed under your email as a ticket within your profile. It is still open and pending. No assigned agent as of yet. ​ Did you have any other questions I can help with today? ​ ​ You guys have a great system. Recommend it to everyone but when there is a problem with an order -- not so much M Understood. ​ There should be a process for tracking the process M Okay, I will part from here, just try to have a great rest of the day but feel free to reach out via chat or phone at ***1-800-656-1918*** if you ever need any assistance or questions answered. [*** **Support.ring.com** ***](https://support.ring.com/) is a great resource as well, it has tons of documentation and information. Once again, my name was Michael and it was a pleasure working with you today! Thanks for being the best part of Ring. Have a great rest of the day and stay safe! ​ Just now

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  27-02-2021 02:38:00

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