I ordered four items from the DJI store, including the Avata Fly More Kit. However, I received my order with the Fly More Kit missing. I reached out to DJI customer support and provided pictures of the missing item, but was informed that they would only respond after 48 hours. The next day, I received a voicemail from a number associated with DJI customer support, but the message was empty. I tried to contact them again the following day, but was asked to provide more pictures of the box, which I had already submitted. When I informed them that I was not receiving their emails, provided them with an alternative  email address but still failed to contact me. After multiple attempts to follow up, they finally informed me that I needed to fill out a consent form for their investigation. Unfortunately, they sent the form to my old email account, and I have not received any further communication from them. This entire experience has been very disappointing and frustrating, Dji poor customer service has completely ruined my experience.

Having a very negative experience as a first-time customer can be truly disheartening, as it can spoil the initial excitement of using a new product.

I am considering disputing the charges with my credit card company

Thanks for stealing my £215  DJI. Wished I used Amazon, they have the decency to make things right.

Case number:  #4987174

Hi there. Sorry to hear about your frustration and shopping experience. I'll make an urgent note with the team and see what I can do on my end to speed up any important updates. Surely, I'll also keep an eye on it. Thanks in advance for your patience.

DJI Diana Posted at 4-17 14:03
Hi there. Sorry to hear about your frustration and shopping experience. I'll make an urgent note with the team and see what I can do on my end to speed up any important updates. Surely, I'll also keep an eye on it. Thanks in advance for your patience.

I’ve experienced exactly the same thing. My order number is: 0446753287102
My order does not include the mini3 pro I paid £800+ for.

Jiacheng Li Posted at 4-25 13:16
I’ve experienced exactly the same thing. My order number is: 0446753287102
My order does not include the mini3 pro I paid £800+ for.

Hi, there. I am sorry to know about this. I would like to check and verify some information. Please keep the original carton and check if there are any damages on the package box and provide us with clear photos of the package, the outer and inner packing with the waybill label, and all the received items. We'll forward this to our relevant team for further assistance. Thank you.

Two weeks update
I filled and signed a dhl disclaimer form, DHL  confirmed the package has been delivered correctly without repack or relabel.
To my amazement DJI asked me to check the package again if the item is there
Absolutely ridiculous, this no way to conduct business or treat customers, it takes 3 days to replay to an email and only after I contact customer service and ask to speak to a supervisor.
I would like to know when this matter will be resolved , it's been 2 weeks
DJI get your house/warehouse in order

Ommar Posted at 4-26 14:49
Two weeks update
I filled and signed a dhl disclaimer form, DHL  confirmed the package has been delivered correctly without repack or relabel.
To my amazement DJI asked me to check the package again if the item is there

Sorry for the late response. This is not the experience we want you to have. I already forwarded this concern to our dedicated team for further assistance. Rest assured that we are in constant communication with the respective department that is helping us with the case. Hoping for your understanding in this matter.

Got a reply from dji here it is
We have escalated your concern to our higher department and we got the feedback that we can provide you with a solution for your good experience even DHL denied the claim.
To further help, may we confirm if you still would like a refund now? We appreciate your kind cooperation and understanding in advance.

What does that means, you doing me a favour now, instead of sorting out your mistake ?
I would like to know ?

Ommar Posted at 4-29 03:37
Got a reply from dji here it is
We have escalated your concern to our higher department and we got the feedback that we can provide you with a solution for your good experience even DHL denied the claim.
To further help, may we confirm if you still would like a refund now? We appreciate your kind cooperation and understanding in advance.

Hello, there. Sorry for the inconvenience. We saw that your case has been escalated to our supervisor teams. May we know what can we do for you? We will forward it to them.

Absolutely the same situation here. I ordered the dji fpv  drone with extra batteries (fly more set) and an extra battery for the goggles. When it arrived both the extra battery packs were not in the box.
It has been 2 days since I called them and they keep on saying they will call me which they haven't . Extremely poor customer support.

djiuser_2mqtGikIiwh8 Posted at 5-16 00:50
Absolutely the same situation here. I ordered the dji fpv  drone with extra batteries (fly more set) and an extra battery for the goggles. When it arrived both the extra battery packs were not in the box.
It has been 2 days since I called them and they keep on saying they will call me which they haven't . Extremely poor customer support.

Hi there, we are sorry to know about this issue. We managed to find your order number through your forum account. We will report this issue to the corresponding team for further confirmation. Sorry again for the inconvenience.

DJI Mindy Posted at 5-16 00:56
Hi there, we are sorry to know about this issue. We managed to find your order number through your forum account. We will report this issue to the corresponding team for further confirmation. Sorry again for the inconvenience.

If for every time I heard "we are so sorry" from DJI staff I got a dollar, I would have been able to get a new drone.  Absolutely nothing is happening. I have to resort to escalating to payment provider to have any chance of at least getting my money back. At this point it is pure roberry.

It's funny you say this actually.
So to recap I had to make 5 calls, 4 chat sessions on the support page. Write on this forum and also on trustpilot in order to get any response from your staff.
This is unreal.

djiuser_2mqtGikIiwh8 Posted at 5-22 09:16
If for every time I heard "we are so sorry" from DJI staff I got a dollar, I would have been able to get a new drone.  Absolutely nothing is happening. I have to resort to escalating to payment provider to have any chance of at least getting my money back. At this point it is pure roberry.

It's funny you say this actually.

Our sincerest apologies for hearing about your feedback. Rest assured that we're in constant communication with the team designated to further assist you regarding the matter. We would appreciate more of your patience and understanding.

Hi DJI,

Looks like this is an issue with you logistics as I have the same issue at hand. I ordered a mini 3 Pro with fly more kit and a wide angle lens under order ref 0441483688102 which is actuallymissingthe drone. Just like others here complaining the package supplier (DHL) has denied my claim as well despite providing all my evidence. There is no number for me to call and ask what is going on with the investigation. The email response is not enough as its taking forever. Let's see if I get contacts by someone after posting it here if not I'll be contacting my credit card company and get a refund. Very disappointed by the service provider by DJI. Honestly was not expecting this from a leading company in this industry.

djiuser_pmJ4a1YZbnk5 Posted at 5-29 05:28
Hi DJI,

Looks like this is an issue with you logistics as I have the same issue at hand. I ordered a mini 3 Pro with fly more kit and a wide angle lens under order ref 0441483688102 which is actuallymissingthe drone. Just like others here complaining the package supplier (DHL) has denied my claim as well despite providing all my evidence. There is no number for me to call and ask what is going on with the investigation. The email response is not enough as its taking forever. Let's see if I get contacts by someone after posting it here if not I'll be contacting my credit card company and get a refund. Very disappointed by the service provider by DJI. Honestly was not expecting this from a leading company in this industry.

Hi there. We're terribly sorry to hear about the issue and the feedback on our service. I will communicate with the team designated to further look into the matter. Anticipating your patience and understanding.

Hello. Very same (awful) experience. I received a intact, fully sealed with branded tape box but no drone inside. (0444130897092). DJI supposedly initiated an investigation with the courier for what it is clearly a DJI  issue with their warehouse, and logistic team (SF express) either due to negligence or theft. The investigation goes nowhere. Everyday there is an excuse to delay the process: the DHL disclaimer first,  today I have been told they need me to file a police report for stolen good to progress the investigation. The common theme is the same: DJI does not take responsibility for the shipment and delivery. The support team apologies a lot and commit to look into the matter but nothing meaningful ever happens. Every day, a new message, every day procrastination.

Michele_74UK Posted at 5-30 09:43
Hello. Very same (awful) experience. I received a intact, fully sealed with branded tape box but no drone inside. (0444130897092). DJI supposedly initiated an investigation with the courier for what it is clearly a DJI  issue with their warehouse, and logistic team (SF express) either due to negligence or theft. The investigation goes nowhere. Everyday there is an excuse to delay the process: the DHL disclaimer first,  today I have been told they need me to file a police report for stolen good to progress the investigation. The common theme is the same: DJI does not take responsibility for the shipment and delivery. The support team apologies a lot and commit to look into the matter but nothing meaningful ever happens. Every day, a new message, every day procrastination.

Hi, there. I am sorry for the inconvenience this may have caused you. This is not the experience we want you to have. We'll forward this information to our relevant team for further assistance. Rest assured that this will be taken care of and handled accordingly. Thank you for your understanding and patience.

Michele_74UK Posted at 5-30 09:43
Hello. Very same (awful) experience. I received a intact, fully sealed with branded tape box but no drone inside. (0444130897092). DJI supposedly initiated an investigation with the courier for what it is clearly a DJI  issue with their warehouse, and logistic team (SF express) either due to negligence or theft. The investigation goes nowhere. Everyday there is an excuse to delay the process: the DHL disclaimer first,  today I have been told they need me to file a police report for stolen good to progress the investigation. The common theme is the same: DJI does not take responsibility for the shipment and delivery. The support team apologies a lot and commit to look into the matter but nothing meaningful ever happens. Every day, a new message, every day procrastination.

After going through the hoops which include talking to Police as well (they think no actual crime has happened) I have been promised a replacement for my missing drone. This is now going through another team who will generate a new shipping tracking number not sure how long this will take... very frustrated and I think it's DJI warehouse being very negligent. We can ask the same of DJI to provide proof did they even packed the items to the order specification.

djiuser_pmJ4a1YZbnk5 Posted at 6-1 23:59
After going through the hoops which include talking to Police as well (they think no actual crime has happened) I have been promised a replacement for my missing drone. This is now going through another team who will generate a new shipping tracking number not sure how long this will take... very frustrated and I think it's DJI warehouse being very negligent. We can ask the same of DJI to provide proof did they even packed the items to the order specification.

Hi there, we are sorry for the inconvenience. We notice our team is following up on your case and has sent you an email update. You can take a look. Should you have any further inquiries, you can directly reply to that email or let us know.