Faulty Item and No Resolution After One Month
The electronic suction cup I purchased arrived faulty and did not achieve full suction from the first test. I contacted Tilta immediately and provided all the requested evidence, including video and photos. After a month of communication, there was still no resolution or return option offered. As a result, I have requested a refund through my bank. I hope Tilta improves its after-sales and warranty process because the products themselves are promising.
Miro
What makes Tilta stand out is their…
What makes Tilta stand out is their perfect blend of precision engineering and creative vision. The R5 M II cage fits seamlessly into my setup and enhances my efficiency during every shoot. Their products perform flawlessly under demanding conditions, giving me the confidence to focus on storytelling rather than worrying about my gear.
Chloe
Nice place to visit
Nice place to visit
Kiko Sun
I feel stupid for giving them business.
I’m a student at WCC in Ann Arbor Mi in the Media Arts program. I was told to reach out to the company for a student discount, so I emailed them. They wouldn’t give me the discount. I sent my student ID, emailed from my student email. He kept asking what I’m ordering & he was going to place the order? & would only respond every few days. I said I needed to place the order as soon as possible, a code would suffice. He finally said he would give me the code then more days passed so I emailed again explaining that I would like to place the order immediately for my upcoming project. He just stopped responding to me. I went back & forth with him for weeks with no student discount. Why offer a discount if you are just going to use your business hours to give students the run around? Not very professional or nice thing to do to students. I ended up buying it still but from Adorama for cheaper than Tiltas student discount. I thought cool. I finally get it & there’s no directions anywhere in the box to put it together. Now more runaround just for me to build it. Im irritated all around by the customer service here. Seems like a nice product but I wouldn’t know bc I can’t get the damn thing together. I don’t want to play back and forth again with them. I missed the cage for my project btw.
Kelly
Well another negative review….my…
Well another negative review….my product came in the mail….i ordered a pro max case got a regular pro…..I checked the right boxes…..now they won’t send me a return label after paying 117 dollars for this low budget case….i never felt so ripped off. Plenty of other cases in this world and definitely better quality too…I even emailed the ceo and got zero response. I do not recommend doing business with this poorly run company.
Dave
UPDATED! (Misleading Products on Amazon Absolutely no help whatsoever)
**UPDATE OCTOBER 2025**Tilta reached out and fixed the issue below. Faith restored. Thanks Tilta.------Absolutely no help whatsoever. I bought an item on Amazon's Spring Deals day and I was misled by Tilta's product photos. I received a different product to the photos and I assumed I had been sent an old/discontinued version so I sent it back to Amazon/Tilta for the product in the photos. I then received the email response below and I asked for a discount code to enable me to purchase the item again at the price I originally paid but after months of talking to 'Benjamin' and 'JJ' they refused to make the situation right. Considering other peoples comments here I can reinforce that their customer service is unhelpful and confusing - as a freelancer looking to use their products I am astonished they can't provide the product at the price I paid for it from their store on Amazon.The email confirming they are misleading customers with their product photos on Amazon:'Thank you for your interest in Tilta and for reaching out. I spoke with our support supervisor and it looks like your received our updated vmount adapter for FX6. No cable is the new version! The pictures should be updated so I believe you were sent the correct unit. The adapters that come with the cable are not longer in stock and we are just selling the new version now. If the plate charges your camera, you should be good to go. Hope this was able to give you some more clarification!'
TR
Tilta Ignored My Cancellation Request, Now Forcing Me to Pay Import Tax on an Item I Don’t Want
I ordered gear directly from Tilta’s website and immediately contacted them to cancel one item worth $240 (Nucleus Nano II), before the order shipped. I emailed multiple times, left comments on X, Facebook, and even messaged their customer support addresses a dozen of times.No reply. Nothing. Not even an order confirmation.Now I see they’re preparing to ship the full order — including the item I asked to cancel — to Japan, where I’ll be forced to pay high import taxes on something I explicitly said I didn’t want.This isn’t just bad customer service, it’s borderline shady.If you buy from Tilta direct, be warned:They don’t respond. They don’t confirm orders. They don’t respect cancellation requests.Their gear might be good, but if anything goes wrong, you're on your own.I’ll be filing a dispute with my payment provider and refusing the package when it arrives.Buy from a proper dealer instead. Don’t deal with Tilta direct.
アブ Amrouche
Timely arrival
Timely arrival. Product was as advertised. It fit perfectly.
Ricardo Dillard
I just really rate everything Tilta
I just really rate everything I’ve bought from Tilta so far. I don’t exclusively use the brand but I cage all my cameras in their kit. They’re still the best most satisfying and robust cages on the market for my BMPCCs and a great place to start rigging out from. The value is excellent, especially if you buy packages. Plus, the support has always been awesome.Probably two things worth bearing in mind: Buying camera rigging can be complex and all rigging has limitations, as well as that Tilta is China based so things can take slightly longer to arrive than if ordered locally. However, it’s still totally worth going with Tilta if you want good quality, well priced and innovative kit for your cameras.
Franky Fawn
Awful
Awful. I purchased a Z9 cage with handle Dec. 26th 2023 on sale for $296.95 Nowhere does it state the shoulder strap had to be removed. I would not have bought this unit had I known. The directions were very difficult to locate online since this unit did not come with directions. As far as I'm concerned this made the Z9 cage unusable to me. Upon my complaint to customer service, in turn, I was emailed by them. I had to prove the product was defective and they would not pay the cost of this return unless I could prove this. They supplied me with a set of directions for the return. I followed to the "T"when shipping this unit back to them. I was then promised a full refund within 3 days of Tilta receiving my return. Well, as it stands now, according to FedEx, Titla received the unit last week and still no refund! Leaving an important piece of product information that I would have based my decision to purchase and that anyone buying this unit should be informed of is unacceptable.
Donna Brennan
Almost the perfect company, but not a chance to get there ever!!!
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....
ShadowS
CS-team is bad but the products are high quality
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
Hakan // PhotoByHK
Be careful! Low quality product from TILTA.COM
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. :(
Mac
So bad customer service
So bad customer service, won’t recommend for this price range
VIDEO VIDEO
Horrible support for amazing products.
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.
Red Djinn
Absolutely GARBAGE customer support
Absolutely GARBAGE customer support! I was supposed to get a refund for 10 days now and no one replaying to my emails.
Baseem Najjar
