TiltaReviews of tilta.com

Their products could be the best in the market for the price, but the people working there are the worst, including customer support. Tilt Float, it is the perfect example, a product that with a few small tweaks could be the best in the line. Do not try to contact customer support, they know nothing about the parts and products. I do not understand how the fu*k they design the products in the first place, maybe it was stolen projects from other companies....

I’ve been trying and trying, to get in touch with their CS-team but after 2 days of trying, I don’t want to put in more energy.. it’s sad, especially since their product quality is good and at this price range, it’s a must to have a proper CS-team to handle costumers and their questions regarding their products and packages.. due to this reason, it’s a 1 of 5 star review from my end.. and most likely will be the last time I purchase directly from their website. My order on 406USD, might not be a lot to you guys but it’s a lot for me, especially since I work really hard to earn what I earn. // Hakan

The equipment from tilta.com I received from China (Nucleus-Nano) is of low quality. I expect something much better quality form Tilta. Even the" REC" button is made carelessly. Looks like an-original product. I'm disappointed. :(

So bad customer service, won’t recommend for this price range

NOTE: This review is entirely based on customer service. Their products speak for themselves... they make absolutely fantastic products. I am a HUGE fan. Firstly, I had a few issues with purchasing their products from Amazon as sellers were mislabelling a few items (i.e. tilta grey vs tactical grey) so I decided to go directly through the tilta site. My first purchase seemed to go fine: a $15 cable. A week later I decided to purchase a few used items along with preordering a new shoulder rig. Roughly $500 in all. Then things went south. Fast. There was an issue with the site not sending verification of the purchase so after an hour wasted, I finally found out that they were aware of this bug. Ok fine. No harm no foul. Order processing... ...for 5 days. I reach out and asked why my items were being held and they very curtly replied that "it isn't their policy to ship orders when one item is not ready to ship." I asked where this was stated on their site and they said it wasn't... I guess I am supposed to just know their policies? Meanwhile, items I am waiting on for a production are just sitting. They agreed to split the order and ship the items. I now have had two, albeit small, issues. But moreover, their customer service agents had really standoff vibes despite using all of the cut/paste lingo like "thank you so much and if you need anything else please ask yada yada." Like they were already putting me in the wrong before stopping to assess the issues. Fast forward to me returning from traveling for that production, I was expecting to see my cable had arrived. It had not. It was stuck somewhere in the fedex chain. Now to be clear, they DID ship the item in a timely manner but I paid as much on shipping as did on the cable so when I reach out to them and politely ask them to check on it, again the service team replies indifferently saying that its not their problem. I need to contact Fed Ex myself and make a claim. So I spend an hour on hold and speaking then speaking with Fed Ex to learn that I can not make a claim and that Tilta must do this. Now I'm wasting not only money on shipping but time tilta is already paying someone else to spend. They reply saying that IF and only IF Fed Ex can find the package and return it to them will they issue me a refund. I asked to speak to a manager and for a new cable to be sent to me (I would even buy it but I would want expedited shipping covered) BUT THE MANAGER REPLIED AGREEING WITH HIS STAFF. That is why I am writing this. I can accept a few disgruntled employees rolling their eyes and high-fiving behind the scene at my expense. We've all had jobs like that before so I get it. But when the manager does the same, who does the customer have to approach? Thats a brand issue. I attempted to reach tilta through FB... no response. I've googled for contact info above the Burbank staff and can not find it. I have spent well over $5k on this company over the last few years and still plan on purchasing more but not being able to safely purchase from their site may be a deal breaker. I don't think the owners of the company would want to lose me as a customer.

Absolutely GARBAGE customer support! I was supposed to get a refund for 10 days now and no one replaying to my emails.