Smartfrog Reviews 59

As the parent company of the abysmal security camera company "Canary" I had to come join the many dissatisfied customers of Smartfrog and pile on to the negative reviews. Their business practices are so anti-consumer they are probably borderline illegal. I wish them nothing but the worst.

Typical German company: terrible customer service, product that barely worked when it did work, lack of communication, shoddy app, and when you complain it’s your own fault. Now they’ve sold to Canary, and all the cameras are bricked but people still get charged. Someone needs to investigate this fraud, I don’t know how any company in the EU can get away with this.

Has this company gone bust app will not load tried removing and reinstalling and same message ( error could not fulfill your request please try again )
No new updates for years for this app either

Absolutely disgusting app will not work whatever i try just says the same old message
Cannot fulfil your request please try again later.
Have tried every fix to no avail waste of t ime and money.

App never works, pay monthly for something you can't use. App hasn't been updated in 3 years, nowhere to contact them or they ignore you when asking for help on social media platforms. Waste of money waste of time.

This company should be investigated for fraud. Cameras and the app does not work anymore. They should give the new cameras to people or refund the old camera

I had smartfrog camera for years and worked fine free service monitor but now telling you to throw it away because now Smartfrog acquired Canary have to get new cameras with £79 a year cloud storage offer. Disgusting that Smartfrog want all old customers to throw away old cameras and buy new Canary camera with cloud storage that need buy over year. Would not touch this Company again, not buy anything at ALL in the future if they want treat old customers like this and should be reported to retail ombudsman for not migrating old customers with old Smartfrog cameras

So we spend our hard earned money on cameras to be told we have to throw them and buy new?? Disgraceful at least let us migrate over with the cameras we paid for to canary what a disgusting way to be treated

Con scam company in 2 hours of getting the rubbish product it broke down and told them but they still took money from my account. Customer service was rude and terrible

Had the camera a couple of years with no problems, tried to connect for the past few weeks to find out they they no longer own smartfrog it’s been taken over by another company . Smart frog have said to throw the camera in the bin as it is no longer able to work . Disgusting company I’m fuming

Awful product. Constant issues with the camera, always loses Wi-Fi connection, customer service support is non-existent and it took 4 months for them to cancel my contract.

Brought some smart frog CCTV units they would not work and the company refused to help me to fix the issue with them they arrived I tried to set them up but they were locked to another account obviously they must have been out before and returned the company flatly refused to help me with refund, replacement, or unlocking them totally appalling.

The same as many others. Now being harassed by debt collectors for a product that I haven’t even used for years.

Stay away from this company.
I cancelled my account 12 months ago and posted the camera back to them. 12 months later they have automatically taken a payment out of my bank without my permission for another 12 months contract. I did not agree to this payment so has been taken fraudulently. I have emailed them and their reply is they did not receive the camera even though it was sent 12 months ago and they need proof of posting.
They have them said the payment is for the missing camera even though the invoice is for 12 months subscription and not a camera.
They have then lied and said the camera was active in November 2020 even though I was working overseas for 7 months making it impossible to be used.
Total scammer company. Customer services are horrendous
Please avoid them at all costs

Pretty useless to be honest. Have had for a few years now but have now cancelled completely as no longer fit for purpose.
First set up - wouldn't work, spent a day or so and apparently there was an issue their end which prevented the process working.
During the years - various cameras failing and having to reset and add again, cameras not recording but having no idea they weren't and when questioned the tech team they couldn't explain, the app is a waste of space as can only live view on it (no playback, creating clips etc), mobile webpage does not work - tells you to use the app or you click desktop version which lets you log in but not easy to use as it's a phone, today have been told you have to use a proper laptop or desktop? Why when people have perfectly good phones which do almost everything a laptop or desktop can do except use their website??! And to be fair if you're needing to create a video file from this system due to being burgled the chances are your laptop or desktop has been stolen!
Tech team only ever replies "your feedback has been passed on", for the last 4 years nothing has changed.

Product is good. However returning the camera mid contract is difficult.

I haven't used the camera in about 2 months. Paid last month regardless but this month they couldn't take payment due to the account having no funds, A week later charged me fees for not paying and ignoring their reminder (by accident) I asked if I could cancel and return the camera, and thus assume balance settled.

They honestly replied saying they would be happy to nullify my last invoice as long as I provided proof of postage,

They sent this email on 18th. Camera received by them today (26th) due to me not getting round to it until yesterday...

And now they are trying to tell me they can't nullify last month's invoice as I didn't provide proof of posting within 3 days of them emailing.

I promise you they did not specify any timeframe.

"As soon as we receive the Smartfrog camera from you, we can fully terminate your contract. The invoicing has been temporarily suspended giving you time to return the camera(s).
Please send us a photo of the tracking receipt once you have sent the camera. As soon as we have received the tracking information, we will be happy to nullify your last Invoice."

I'm not paying it, and I think Toby needs a reality check :)

Same as everyone else. Out of blue got a letter threatening court action. Contract is well over. Hasnt worked in over a year which they are fully aware of so I am not going to pay for a faulty item. I told them again in November cancel the subscription. I am still getting invoices. Customer services ( hahaha not) wont cancel the subscription...they are holding me to randsom...by saying they will cancel my subscription when i pay back the £65 in fees. What..fees for a camera that doesnt work? That you know doesnt work. How can any self respecting decent business blackmail someone? So keep sending invoices and I will keep not paying.

Same as others, cancelled sub, asked where and how to return, they refused to provide details, now chasing constantly for months and months of subscriptions, numerous times i have told them i will return the cameras and they refuse.
Refused to provide any information i have requested. Avoid at all costs.

its clearly a very small, back street company looking to fleece people out of their money and will be reported as such- definite scam. Horrendous service and not even good cameras.

Appallingly poor product and vitriolic chasing down of payments. Never buy this product. Avoid at all costs.