"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.

"Matériel & livraison de qualité "

J’ai acheté « Hydra Alien Mini Ultimate Kit - Desert Beige » le produit et de qualité, le packaging très beau, la livraison super rapide !

Je ne comprend pas tout les avis négatif, personnellement je recommande a 100% Tilta !!

"Timely arrival"

Timely arrival. Product was as advertised. It fit perfectly.

"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.

"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.

"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....

"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

"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. :(

"So bad customer service"

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

"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.