DJI (dji.com) has a 3.0 out of 5 rating on OK.one, based on 621 user reviews collected here. It is listed under Hobbies & Crafts and its reputation is mixed. Opinions are polarized: 46% rate it 4 stars or higher while 32% give 1 star; The business has replied to 91% of negative reviews; Reviews mostly discuss Product, Customer service, Quality. Last updated 2026-10-24.
What reviewers say
AI generated
Most reviewers were unhappy with their experience overall. Consumers frequently struggled with unhelpful support agents, automated replies, and extremely long waiting times when trying to resolve technical issues. Many people also reported receiving faulty equipment or experiencing sudden hardware failures shortly after purchase, accompanied by frustrating warranty claims. Reviewers expressed deep disappointment over the lack of proper solutions and communication when seeking help.
The minority of people were satisfied with the efficient after-sales service, noting smooth communication and fast product replacements. Some reviewers noted that their broken devices were thoroughly investigated, quickly repaired, or swapped without incurring extra costs.
Auto-generated from all reviews of this business. For reference only.
I get better results by not using it.
The DJI osmo 7 is a complete waste of money.
When you use the video mode using their app to control it the video is very staccato.
A COMPLETE WASTE OF MONEY.
Reply from DJI2026-03-26
27th Mar. update:
Hello Dereck,
As we have not yet received your reply, we would like to follow up because we take your feedback very seriously.
Regarding the situation you described with your DJI Osmo Mobile 7 during filming, we would first like to provide some technical troubleshooting steps.
Could you please help confirm the following:
1. The exact phone model you are using.
2. Whether the stuttering occurs during recording or during playback/preview.
3. If the stuttering occurs during recording, please kindly refer to the following:
-- > Please upload the relevant video to the cloud link we previously provided.
-- > In addition, if the stuttering occurs in scenarios involving zooming or movement, we recommend trying static shooting or recording at a higher frame rate for comparison.
--> If the screen stutters or freezes even when you are not rotating or zooming, please check the current running status of your phone and its temperature.
--> If too many apps are running in the background, or if the phone remains on the shooting page for a long time, the phone may overheat, which can reduce processing performance and affect the normal operation of the DJI Mimo App.
--> We recommend clearing background apps or waiting for the phone to cool down before trying again.
--> If none of the above applies, please help confirm whether this happened only temporarily.
--> If the situation has always been present or occurred even during the first use, and if conditions allow, we recommend trying a different phone for comparison.
4. If the stuttering occurs during playback or preview, please try the following steps:
--> Update the DJI Mimo App to the latest version.
--> Update your phone system to the latest version.
--> Clear background apps on your phone.
--> Download the video to your phone locally first, and then play it again.
We hope this helps. If you need any further assistance, please feel free to contact us at any time. Thank you for your understanding and support.
--------------------------------
Hello there,
We are sorry to hear about the situation you encountered.
To further clarify the issue you mentioned, could you please upload a video of the issue to this link: https://pan-sec.djicorp.com/s/Wc4bo3WzArzYysg?
After further verification, we will assist you accordingly.
Thank you for your understanding and support.
We look forward to your reply.
Best regards,
DJI Support
DJI Customer Service – Contradictory Instructions and Denied Warranty Despite Written Confirmation
Title: DJI Customer Service – Contradictory Instructions and Denied Warranty Despite Written Confirmation
I am extremely disappointed with DJI customer service.
I purchased a DJI Osmo Action 5 Pro during a trip to the Philippines. After only about two weeks, the device became completely defective and unusable.
This was a major issue for me, as I had specifically bought the camera for underwater recordings while snorkeling. As a passionate snorkeler, this was an important part of my trip, which I was no longer able to enjoy due to the defect.
I contacted DJI customer service in Germany and was asked to provide the serial number to verify the warranty. I did so correctly, including a photo taken directly from the device and an additional screenshot. Everything was clearly documented and submitted.
I then received a written confirmation from DJI support stating that I should open the warranty case after returning to Germany.
I relied on this written instruction.
However, after returning to Germany, DJI suddenly told me that I should have handled the case in the Philippines and that processing it in Germany was not possible.
This directly contradicts their previous written confirmation.
On top of that, DJI later claimed that the serial number does not match the device – which is completely incomprehensible, as it was clearly documented directly from the camera (photo and screenshot). Under these circumstances, an error is practically impossible.
In summary:
- Contradictory and misleading information from DJI support
- Disregard of a written confirmation
- Changing reasons for denying the warranty claim
- No clear or customer-oriented solution after nearly three months
I followed all instructions provided by DJI and submitted all required information properly.
This case raises serious concerns about the reliability and internal coordination of DJI customer support.
I hope DJI will finally review this case properly and provide a clear and fair solution.
Until now, this experience has been extremely frustrating and disappointing.
Reply from DJI2026-03-26
Hi there, thank you for reaching out, please accept our sincere apology for any inconvenience this has caused. In order for us to support you efficiently, could you please provide the following information:
1. Your Email address:
2. The serial number (SN) of your device:
3. Case Reference Number (if any):
Thank you for your understanding and support. We look forward to your reply.
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3/28 update
Hi Stefan,
Sorry to bother you again, and thank you for providing the information. We take this matter very seriously. Please note that our relevant team has already contacted you via email and provided further assistance and solutions. Kindly check your inbox when you have a moment.
If you have any questions, please feel free to contact us anytime. Thank you for your support and understanding.
--------------
3/29 update
Hi Stefan, hope you've been well.
Regarding the repair issue you mentioned for the Osmo Action 5 Pro, the Customer Care Team has contacted you several times to explain the situation and provide a solution. We still sincerely hope you may take the proposed option into consideration.
We would also like to clarify that the current solution is based on the device that was actually received by the service center. Our earlier reply was based on the serial number shown in the screenshot provided at that time, while the device later received by the service center does not match that serial number.
For clarification, the SN of Osmo Action 5 Pro can be obtained by removing the battery compartment cover, taking out the battery, and scanning the QR code or checking the serial number below the QR code. We also recommend checking Device Management in the app to see whether there are two different Osmo Action 5 devices listed there, and confirming which one was actually sent in for repair.
If you still have any concerns about this, for the security of your personal information, please help contact the relevant team by email for further follow-up.
Thank you for your understanding and support. If you need any further assistance, please feel free to let us know.
Absolutely unacceptable experience with DJI.
I invested a significant amount of money in a DJI drone, largely because of the advertised “Find My Drone” and recovery features. When I actually needed it, the technology completely failed—and my drone is now lost.
What’s even worse is DJI’s customer support. I reached out expecting real help and accountability, but instead received generic, unhelpful responses with no actual solution. A simple apology does not come close to addressing the loss of an expensive piece of equipment.
This is not just a minor issue—this is a complete failure of both product reliability and customer service. When a company markets advanced recovery technology, it should work when it matters most. In this case, it didn’t.
At this point, I am requesting proper compensation, as this loss is directly tied to the failure of DJI’s technology and lack of support. Until that happens, I will continue sharing this experience across multiple platforms so other buyers understand the real risk of relying on these features.
Think twice before spending your money here.
Reply from DJI2026-03-25
Dear Jason Goldman
Sorry for the inconvenience. We are still following up on your case, please be patient.
I have used a DJI Drone (Mini 3 Pro) for around 3 years now and it has been amazing. Due to using it for work I have had many crashes (User Error) and 100% of the time DJI have replaced the drone without issue the next day via their car refresh package (Would recommend to anyone buying a drone)
I've had around 4 - 5 different drones off DJI in the last 3 years, I had an issue with the controller and the drone I reported it to DJI and had a repair done and sent back out to me within 3 days.
DJI Service has always been amazing I would never imagine buying a drone from any other manufacturer, I have proceeded to purchase a spare Mini 3 for work and currently looking into Avatas.
The service has been phenomenal never an argument no need to complain they will sort it out 100% of the time.
They always follow up with checkins to double check everything is running smoothly and without issue.
Recently I had crashed my drone at a property shoot and needed a new one for work I had 2 days following, I submitted my report and a new one was sent out straight away and I had it the day after it was crashed.
I use DJI gimbals and mics for work as well and they've never let me know however I know if they ever do there will be someone there ready to assist me with anything I ever need.
DJI have always been amazing one of the best companies to invest your money into equipment with, I will continue using DJI for all my work equipment.
Reply from DJI2026-03-23
Hi there, thank you so much for taking the time to share such detailed and thoughtful feedback with us.
We’re truly grateful for your long-term trust and support, and it means a great deal to hear that our products and service have been able to support your work over the years. We’re especially glad to know that your repair and replacement experiences have been smooth and timely, and that our team has been there when you needed assistance.
Your recognition is incredibly encouraging to us, and we truly appreciate your continued confidence in DJI for your drones and other work equipment. Thank you once again for your support and for choosing DJI as part of your workflow. Thank you for your understanding and support.
Still no resolution for a product that don’t live up to its functionality on locating a $800 drone with customer support and Find my drone completely failed!!!
I’m extremely disappointed with DJI.
I purchased this drone largely for the “Find My Drone” feature, and it completely failed when it actually mattered. A feature that’s supposed to protect your investment is useless if it doesn’t work in a real situation.
What’s even worse is DJI’s customer service. I got inconsistent, unhelpful responses that felt like they were just trying to brush me off rather than solve the problem. No accountability, no real solution.
When you’re paying premium prices, you expect both reliable technology and competent support. DJI failed on both.
I gave them the chance to make it right, and they didn’t. Based on my experience, I would absolutely not recommend DJI—especially if you’re relying on their “Find My Drone” feature.
They seriously need to fix both their product reliability and their customer service.
CAS-31072749-K8X1Z3
To rectify the situation, I am writing to express my dissatisfaction with the lack of a solution to the incompetence and technical issues that arose due to the inability to retrieve the drone.
The incompetence on the technical issues and the overall lack of a solution are unacceptable. I believe that compensation should be provided for these shortcomings.
I kindly request your assistance in addressing this matter promptly.
Sincerely,
Avoid DJI.
Bought it for the "Find My Drone" feature — the one thing it's supposed to do - and it completely failed. Drone gone, no recovery, no solution.
Customer support? Useless.
Copy-paste responses, no accountability, no real help.
For a company this big, this is embarrassing. Expensive product, unreliable tech, and even worse service.
Would not trust DJI again.
Reply from DJI2026-03-20
Hi there, we're very sorry to hear about your feedback. With this, may we confirm if you've contacted our team? We want to help you in any capacity and we need to communicate with the relevant team to further look into this matter. Kindly provide any reference ticket or case number (CAS). We're always here to help.
Where to start… I placed an order for a drone for my husband. He decided he wanted to change the order to include an add on so contacted DJI to amend the order. As the order had been processed they could not do this so they advised us to reject the initial order at our door and place a new order for what he wanted. They sent an email to confirm we should reject at the door when the courier tried to deliver. We did as they advised and obtained the proof of delivery which clearly stated “refused”. Time passed and I contacted DJI for my refund as per their email. They claimed to have never received the drone back from the courier and refused to refund me claiming they were investigating, even after I sent them the proof of delivery. This went on for weeks and a ridiculous number of emails and calls. The customer service was diabolical. In the end I opened a dispute with my credit card and was refunded that way. Interesting DJI promised me a refund once they received information on my dispute wanting me to cancel it (clearly trying to de fraud me in a different way). At this point the credit card company advised me to have no more contact with DJI and to let them deal with it. The whole process took months and was honestly the worst customer service I’ve experienced in a long time. Avoid at all costs
Reply from DJI2026-03-18
Dear Katie,
We sincerely apologize for the unpleasant experience you had during the refund process, and we truly appreciate your understanding and feedback. Your comments are very important to us, and we will continue working to improve our service experience.
If you have any further questions or need any assistance, please feel free to contact us at any time. We are always here to help.
Best regards,
DJI Support Team
======================
Hi there. Sorry to hear about your experience, and we take this matter very seriously. To assist you further, could you please provide your order number or relevant case number? We look forward to resolving this as soon as possible.
The customer service is horrible!
I thought it was a good brand but we can only see how the brand is when we facing an issue ( in my case a camera) and I’m not surprised now why they have so a lower rate here. I do not recommend this brand at all!
EDIT: Re:[## 9925807 ##] DJI Customer Care CAS-30983920-S4K5S8.
Reply from DJI2026-03-18
20th Mar. update:
Hello Tiago,
Thank you for taking the time to leave your review.
We have carefully reviewed the details of your case again. After verification, we are sorry to inform you that the original purchaser reported the product as being involved in fraud, and DJI has been reimbursed by the bank.
As a result, the serial number has been locked by DJI, and the product cannot be activated. We understand how frustrating and disappointing this situation must be for you.
To help protect your interests, we recommend that you contact the seller directly and request a refund.
Thank you for your understanding and support.
-------------------------------
Hi there,
We are truly sorry that your recent experience did not meet your expectations, and we fully understand how frustrating this situation must be. Please be assured that we take your feedback very seriously and are committed to supporting you in resolving this matter as smoothly as possible.
To help us follow up on your case more efficiently and work toward the most appropriate solution, could you please provide your CAS reference number? This number can be found in the confirmation email sent by DJI Support. If it is not in your inbox, we kindly recommend checking your spam or junk mail folder as well.
At the same time, we would also like to collect your email address and other relevant details through this platform to help us accurately locate your case and maintain smooth communication with you. If you are comfortable doing so, we would greatly appreciate you sharing this information.
Once we receive your case number, we will promptly review the details and actively coordinate the next steps to ensure your issue is handled properly.
We sincerely apologize again for the inconvenience caused and truly appreciate your patience and cooperation. We will continue to follow up closely to ensure a clear and efficient resolution process.
Thank you for your understanding and support.
Absolutely Terrible company highly don't recommend
Absolutely Terrible company highly recommend not buying or going anywhere near them, their warranty is meaningless so make sure you don't feel assured while having it, they have endless of excuses to why the product isn't covered.
I spent £300+ on a drone that had constant glitches in it, i only few it for under 2 hours in total before it decides to land itself in the water and not come back to where the home base was set and the best they would do is offer me 15% off a new one so they can make more money while their customers are suffering.
So many other drone brands out there - stay away from these unless you want to lose your money!
Reply from DJI2026-03-18
Dear Rio,
We hope you are doing well.
We would like to follow up regarding your case and provide further clarification. First of all, we sincerely regret that this experience has been disappointing for you.
After review, we would like to clarify that the handling of this case was determined based on the analysis result of the device and in accordance with the applicable after-sales policy. At present, the available solution remains the same as previously communicated.
We understand that this may not be the outcome you had hoped for. However, we kindly ask for your understanding that our support and case handling must be carried out in line with the inspection/analysis result and the relevant service policy.
If you would still like to proceed with the previously provided solution, we will remain here and be ready to assist you further.
Best regards,
DJI Support Team
===========================
Hi there,
We are truly sorry that your recent experience did not meet your expectations, and we fully understand how frustrating this situation must be. Please be assured that we take your feedback very seriously and are committed to supporting you in resolving this matter as smoothly as possible.
To help us follow up on your case more efficiently and work toward the most appropriate solution, could you please provide your CAS reference number? This number can be found in the confirmation email sent by DJI Support. If it is not in your inbox, we kindly recommend checking your spam or junk mail folder as well.
At the same time, we have sent you an information request through this platform to collect your email address and other relevant details, which will help us accurately locate your case and maintain smooth communication. We would greatly appreciate it if you could submit the requested information at your convenience.
Once we receive your case number, we will promptly review the details and actively coordinate the next steps to ensure your issue is handled properly.
We sincerely apologize again for the inconvenience caused and truly appreciate your patience and cooperation. We will continue to follow up closely to ensure a clear and efficient resolution process.
Thank you for your understanding and support.
I gave the DJI Mini 3 Pro, which is an absolutely fantastic piece of kit. Unfortunately, I had a crash during a tricky city take-off and landing, which completely destroyed the front arms, wings, and even the camera gimbal.
I took it in for repair and was met with excellent customer service. The staff were very friendly, helpful, and guided me through the process with ease. They provided a repair quote promptly. However, due to a mistake on my part, I didn’t realise the payment hadn’t gone through, which delayed the process for nearly two months.
Once I contacted customer support, they were brilliant. The representative responded instantly, was extremely patient, and even waited while I sorted things on my end. He guided me through the entire process and suggested that I call the dealer in where I bought it, where I had handed in my drone. The dealer’s staff were also very friendly and offered direct support over the phone.
Thanks to their combined efforts, I managed to get everything sorted out in the end, and I’m extremely pleased with the helpful and professional service I received throughout the repair process.
Highly recommended service for anyone who needs support or repair for their DJI products.
---
Reply from DJI2026-03-15
Hi there,
Thank you very much for taking the time to share your experience with us! We truly appreciate your kind words and are glad to hear that you had a positive service experience throughout the repair process for your DJI Mini 3 Pro. 😊
We’re happy to know that our support team and the dealer staff were able to assist you and help resolve the situation smoothly in the end. Your recognition means a lot to us and motivates our team to continue providing helpful and professional service to all DJI users.
Thank you again for your support and recommendation. We wish you many more safe and enjoyable flights ahead!
I’ve sent an email for a refund I’m due but not getting a response
Reply from DJI2026-03-14
Hi James, this is DJI Support. Thank you for reaching out, please accept our sincere apology for any inconvenience this has caused. In order for us to support you efficiently, could you please provide the following information:
1. Your full name:
2. Your email address that you used to contact us:
3. The serial number (SN) of your device:
4. You Case number (if any):
5. Could you also share with us who you have contacted and your purchase channel please?
Thank you for your understanding and support. We look forward to your reply.
----------------------
3/16 update
Hi James,
Thank you for providing the information, and we appreciate you getting in touch. After checking the details, we were unable to locate any related email records on our side.
Could you please confirm whether the email contact you mentioned was with a dealer? Also, would you mind confirming whether you would like to return the device as well as the DJI Care Refresh plan purchased for it?
If the original device has already been returned and you would also like to cancel the DJI Care Refresh plan, we recommend trying to submit a refund request directly through the app and explaining that the original device has already been returned, so the Care plan also needs to be refunded, to see whether the request can be processed successfully.
If you have any questions during the process, please feel free to contact us. Thank you for your cooperation, and we look forward to your reply.
------------------------------------------------
3/17 update
Dear James,
Good day!
I hope this email finds you well.
We sincerely apologize for keeping you waiting. We are writing to inform you that the refund for your order — DJI Care Refresh 2-Year Plan (DJI RS 4) — has been successfully completed on DJI’s end, and when you receive it depends on how soon Adyen credits the amount to your account.
In addition, we have confirmed with the dealer that your DJI RS 4 has also been returned and refunded successfully.
If you have any further questions, please feel free to contact us. Thank you for your understanding and support.
----------------
3/18 update
Dear James,
I hope this message finds you well.
We are writing to follow up and confirm whether your issue has now been resolved. If everything has been addressed to your satisfaction, we would truly appreciate any updated feedback you may wish to share regarding your recent experience with us.
Your feedback means a great deal to us, and your experience may also be helpful to other users in similar situations.
Thank you again for your patience, understanding, and continued support. We truly appreciate your trust in DJI and look forward to accompanying you on your creative journey.
Thank you for your response.
I have not received any emails?
Response to DJI – Order Number 0447068915618 (UK Customer)
Reply from DJI2026-03-13
Thank you very much for your prompt reply and the information provided. Our relevant team has sent you a specific solution via email. Please kindly check your mailbox at your convenience. Wishing you a pleasant day!
Best regards,
DJI Support Team
NEVER ORDER DJI PRODUCTS FROM THEIR OWN STORE!!!
I returned a DJI product using THEIR OWN prepaid shipping label. UPS tracking confirmed delivery. Open and shut case, right? Wrong.
What followed was months of the most infuriating, insulting customer service I have ever experienced. DJI claimed their "internal UPS investigation" showed the package was returned to a drop-off point — a document they REFUSE to share with me, hiding behind "internal privacy reasons." Convenient. They then had the audacity to demand I:
Go retrieve a package from a drop-off point (my partner already checked — nothing there)
Ask a small corner shop to review their CCTV footage minute by minute
File a police report. For a parcel. That THEY lost.
Here's what makes this an outright scandal: UPS confirmed to me directly in writing that the package was never returned. Never. DJI is citing a secret internal document that directly contradicts UPS's own official written confirmation to me as the customer — and using this phantom document to deny my refund.
The public UPS tracking shows delivered: 22/07/2025, Barendrecht NL. DJI has zero verifiable evidence of anything beyond that. Zero. But they'll happily string you along for months, invent new obstacles, and gaslight you about what their own shipping partner confirmed.
Reply from DJI2026-03-12
2026/3/16 update
Dear Abraham,
After reviewing our previous interaction records, we noticed that our Customer Care Team has already provided a conclusion on this case after careful review.
We wish to share that if you have already made visits to the drop-off point and are still unable to locate the returned parcel, we strongly recommend filing a police report so the police can open an investigation and attempt to locate the package. In the event you are able to obtain and share an official police report or other formal evidence (such as CCTV footage or an official UPS document that can be shared publicly), we will review it promptly and follow up with you on this case.
We appreciate your cooperation and understanding in this matter. Should you have any other inquiries, please feel free to reach out to us. Thank you.
Best Regards,
DJI Support
================
13th Mar. update:
Hello Abraham,
We hope everything has been going well for you so far this week.
We sincerely apologise for reaching out again. We take the return package delivery you mentioned very seriously and would truly like to assist you as soon as possible. Could you please provide your order information or your case number (starting with CAS) so that we can help you address this as quickly as possible?
We look forward to hearing from you and appreciate the opportunity to assist.
-------------------------------------
Hello Abraham,
We are sorry for the situation you have encountered. In order to verify and follow up on the issue you mentioned as soon as possible, could you please provide the order number and case number?
Thank you for your understanding and support.
We look forward to your reply.
Best regards,
DJI Support
I ordered a mic from the DJI Store, and the delivery was handled by DHL. Unfortunately, the experience was a bit of a nightmare. DHL claimed they attempted to access the premises but couldn’t, which simply wasn’t true—they never tried. The delivery was then pushed back by another two days. Because the package required a signature, I arranged for someone to be home on the revised delivery date. Instead, it arrived a day early. Thankfully, someone happened to be available to sign for it.
This is ultimately an issue with DHL rather than DJI, but I would strongly encourage DJI to consider using a different courier. On the positive side, DJI did provide a credit to my account, which I’ve already used toward another purchase. Hopefully DHL handle the next delivery better, as I’m only ordering directly from DJI because of the credit.
It’s a three‑star review purely due to DHL.
Reply from DJI2026-03-13
Hi Scot Jones,
We’re sorry to hear about the delivery experience you had, and we truly appreciate you bringing this to our attention. We understand how frustrating situations like this can be, especially when the delivery schedule changes unexpectedly.
Although the shipment was handled by DHL, we will pass your feedback to the relevant team for review so they can be aware of this situation and continue improving the overall delivery experience.
On the positive side, we’re glad to hear that the issue was eventually resolved and that you were able to use the credit toward another purchase. Thank you as well for your continued support.
If you need any assistance in the future, please don’t hesitate to reach out—we’re always here and happy to help! 😊
Response to DJI – Order Number 0447068915618 (UK Customer)
Dear DJI Support,
Thank you for your response and for your condolences. However, I cannot accept the outcome you have provided.
Your response states that the order has exceeded the return period, but this completely ignores the key issue: I submitted a return request within the valid return window while the device was still locked and unusable due to a restriction on DJI’s system. That request was declined at the time, even though the product could not be activated or used.
The only reason the return period has now passed is because DJI took an extended amount of time to resolve a restriction that only DJI had the ability to remove. During that entire period, I was left with a device that could not be used at all.
To now unlock the device months later and say the return window has expired is extremely disappointing and unfair, particularly when the delay was not caused by me.
This camera was purchased as a gift for my brother so he could vlog his dream trip to Japan. Sadly, he passed away due to severe diabetic complications before that could happen. The device being locked meant it was never able to be used for the purpose it was purchased for.
Unlocking the device now does not resolve anything. The reason it was bought no longer exists, and the product remains unused and still in its original packaging.
What makes this situation even more frustrating is that I have spent an enormous amount of time trying to resolve this properly — including 43 phone calls and multiple emails — only to now be told that DJI will not honor the return because the return period has expired.
From a customer’s perspective, this feels extremely unreasonable. A customer should not be penalized for a delay caused by a restriction on the manufacturer’s own system.
All I am asking DJI to do is honor the return request that was originally submitted within the allowed timeframe.
I am once again requesting that this case be escalated and reviewed properly and that DJI provide instructions for returning the device under order number 0447068915618.
I sincerely hope DJI chooses to resolve this fairly rather than leaving a loyal customer with a very disappointing experience.
Reply from DJI2026-03-10
Dear Customer,
We are very sorry for the situation you have encountered. In order to verify and follow up on the related matter as quickly as possible, could you please also provide the case number, in addition to the order number?
Thank you for your understanding and support. We look forward to your reply.
Best regards,
DJI Support
Poor delivery coordination and frustrating return process
If you want to buy any DJI product, I strongly recommend buying it through Amazon rather than directly from this company. You might pay a little more, but at least you get reliable delivery and proper after-sales support.
In my case, Amazon estimated a two-week delivery for the power station, while this company advertised 2–3 working days. That faster delivery promise is what convinced me to order directly from them.
Unfortunately, the experience afterwards was extremely frustrating.
The power station and its cables were shipped as two separate packages using two different couriers. The cables never arrived. After waiting about two weeks, I decided to return the power station since it was useless without the cables.
Customer service eventually sent me a return label. However, I later discovered that the label was not for the power station, but for the cables that had not even arrived yet. This was never explained when they sent the label.
When I called again to resolve the situation and request the correct return label for the power station, I was told they have a different policy for the main unit, and they were unable to issue the correct label at that moment. I was kept on the phone for nearly half an hour without a clear solution.
The whole process felt disorganized and unnecessarily complicated. Sending parts of a single product with different couriers, then issuing a return label for the wrong item without clarification, creates a very frustrating customer experience.
To be honest, I didn’t check their Trustpilot reviews before ordering. If I had, I probably would have avoided this situation.
Overall, the service felt weak, uncoordinated, and not very professional.
Update: they sent me 2 return codes after 10 days.
Reply from DJI2026-03-10
14th Mar. update:
Hello Sami,
Thank you very much for the update. We are glad to hear that you have received the return codes.
We sincerely apologise for any inconvenience the return process may have caused. Should you require any further assistance, please feel free to contact us at any time. You are also welcome to reach out to us through the official contact channels available on the DJI website.
Thank you again for your support and trust in DJI. Wishing you a pleasant day.
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12th Mar. update:
Hello Sami,
We hope your week has been going well so far.
We are sorry to trouble you again. As we have not yet received your reply, when convenient, please kindly share the relevant order information or case details with us. Once we receive them, we will do our best to assist you further.
Thank you very much for your understanding and support.
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11th Mar. update:
Hello Sami,
We hope you are doing well. Thank you for taking the time to leave your review. We take the feedback you shared very seriously.
When convenient, could you please provide your order number, or the relevant case/ticket number from your contact with DJI, or the email address you used to contact us? This will help us check the relevant information and assist you more efficiently.
Thank you for your understanding and support. We look forward to hearing from you.
-------------------------------------------
Hi there. This is DJI support. Sorry to hear about your experience. We take this matter seriously. To assist you further, could you please provide the relevant order number or case number? Thank you for your patience, and we'll get back to you as soon as possible.
REPONSE TO REPLY FROM DJI ABOUT MY ORDER NUMBER: 0447068915618 (UK Customer)
Dear DJI Support,
Thank you for confirming that the device has now been unlocked.
However, this does not resolve the situation for me.
I originally submitted a return request within the valid return period, but this request was declined while the device was still locked and unusable. Because the product was restricted on your system, I was unable to use or activate it at all during that time.
This camera was purchased as a gift for my brother. It was his dream to use it to vlog his upcoming trip to Japan. Sadly, my brother recently passed away due to complications from diabetes that rapidly deteriorated his health. Recording that trip was something he was extremely excited about and it was meant to be a special memory for him.
Because the device remained locked during the time it should have been usable, the purpose of the purchase was effectively lost. Now that he has passed away, unlocking the device at this stage unfortunately does not provide any benefit or value to me.
For these reasons, I am formally requesting that DJI honor my original return request, which was made within the allowed return timeframe, and allow me to return the device for a refund.
I hope this matter can now be handled with understanding and fairness after the prolonged issues I experienced while trying to resolve this.
Please advise on the next steps to proceed with returning the item under order number 0447068915618.
Reply from DJI2026-03-08
9th Mar. Update:
Dear Customer,
First of all, we would like to sincerely express our deepest condolences for the loss of your brother. We are truly sorry to hear about what you and your family have gone through. Thank you for sharing this with us, and please accept our heartfelt sympathies during this difficult time.
We also apologize for the inconvenience and frustration caused during the earlier process while the device was locked.
After reviewing the order information, we regret to inform you that the order has already exceeded the return period, and therefore we are unfortunately unable to process a return or refund at this stage according to the return policy.
We understand this situation is not what you had hoped for, and we truly appreciate your understanding. We recommend keeping the device for use. If you encounter any issues during future use, please feel free to contact us at any time and we will be more than happy to assist you.
Thank you for your understanding and support.
Kind regards,
DJI Support
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Hi there. Thank you for the information provided. We forwarded it to the relevant team and will follow up with them. Once we get the results, we will update you soon.
Avoid at all costs and trust the plus 50% 1 star reviews. Like many others on here the customer service team have become unresponsive. After some email correspondence to their service department, I now get the same message thanking me for my patients from 'Hank'. No resolution to missing items and no compensation.
Definitely one lf the worse experiences I have had in comparison to their competitors! I have now reported them to trading standards to support a resolution. I advise others to do the same.
Reply from DJI2026-03-08
2026/3/11 update
Hi there,
We would like to clarify that, according to the latest verification with the relevant team and the courier, the shipment for this order was confirmed as delivered without reported exception based on the courier’s delivery records.
Our team has already communicated this update through the existing case channel and will continue to monitor the case should there be any further developments.
Thank you for your understanding.
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Hi there, this is DJI Support. We’re sorry to hear about your experience and truly regret the frustration this situation has caused. We take the concerns you’ve raised very seriously.
To help us look into this further and provide you with proper assistance, could you please share the case number from your previous contact with DJI support? This will allow us to review the details of your case and work toward a resolution as quickly as possible.
We appreciate your patience and look forward to assisting you.
I brought a drone off dji. When I had to download the software it attacked my sons phone and put it into odin mode. Contacted dji and constantly fobbed off. They stated that this had happened before to other people but that this was not their fault ( don't understand this) and wouldn't compensate for the phone and even after sending emails are now refusing to respond. Shocking behaviour and customer care. DO NOT BUY FROM THEM
Reply from DJI2026-03-07
10th Mar. update:
Hello K C,
We hope everything goes well for you.
We are sorry to bother you again, as we have not yet received your reply, unfortunately. When convenient, please kindly provide the information we previously mentioned, and we will do our best to assist you further.
Thank you again for your understanding and support.
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9th Mar. Update
Hi there,
This is DJI Support following up on our previous message. We hope you’re doing well.
We noticed that we haven’t received your reply yet. When you have a moment, could you please help provide the Case Number/Ticket Number, the drone’s SN (serial number), and the mobile phone model you are using? This information will help us look into the situation more efficiently and provide the appropriate assistance.
By the way, if it is possible to reach out to you on other platforms where we can send private messages, please kindly let us know.
Thank you for your time and understanding. We look forward to your reply and will be happy to assist you further. Have a great day! 😊
Best regards,
DJI Support
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Hi There,
This is DJI Support, we are sorry to hear about your experience, we fully understand how you feel in this matter and we will be glad to look into the matter for you. To assist you effectively in this matter, could you please help us by providing your Case Number, Your drone SN number as well as the mobile phone model. Also, please help us by sharing your information with us so that we can follow up on this case efficiently. Thank you for your understanding, we wish you a pleasant day ahead.
Best Regards,
DJI Support
The APK for Android can not be trusted. DJI 'needs' permission for too many privacy aspects. DJI, make your app available in the Google Play store!!! My next drone will NOT be a DJI
Reply from DJI2026-03-06
7th Mar. update:
Dear dajo brinkman,
Hope you are doing well. Thank you for taking the time to leave your review. We have received your feedback and truly appreciate your attention and support for DJI.
We understand your concerns regarding the safety warnings for the DJI Fly App downloaded from the official website, and we would like to kindly clarify:
Currently, due to adjustments in the compatibility policies between the DJI Fly App and the Google Play Store, the DJI Fly App cannot be downloaded or updated through the Google Play Store.
To ensure a smooth user experience, we provide a download channel on the DJI official website. Please feel free to visit https://www.dji.com/nl/downloads/djiapp/dji-fly to download and install the latest APK file and enjoy the features of the latest version of the app.
Please rest assured that the DJI Fly App installed from the DJI official website offers the same user experience, functionality, and privacy protection as the version downloaded from Google Play, so you can use it with confidence.
If you have any questions or need further assistance, please feel free to contact us.
Thank you for your understanding and support.
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Hi there, we are sorry for the inconvenience. We have provided your feedback to the relevant team and will work on it. Thank you for your patience.
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