ComplaintsforMonoprice, Inc.
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Complaint Details
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Initial Complaint
07/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order with Monoprice for all in stock items. That order was held without notification, so after not receiving any shipment notices, I contacted Monoprice. I was told that 1 item was out of stock so they held the order (which is a violation of their stated terms of use for processing and shipping an order). The website still states the item is in stock and has stated that from the time the order was originally placed up to an including the time of filling this report. I specifically ordered the item in question because it was in stock.I requested that my order be shipped immediately (which is now 10 days after purchase) based on their terms of use, splitting out the not in stock item to ship separately. Instead, they cancelled that item from my order, and issued a charge of $58 to my original order in order to ship the items originally agreed to (which had already been paid in full). I contacted them for the fourth time to escalate the matter. After pushing the company to honor their sales contract and shipping terms, they said they have released the order to ship. We'll see if it does, and when it is received.Initial Complaint
06/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased I a house brand 3D printer from Monoprice on 8/2/2023 for $351.99. I contacted them on 2/11/2024 for a warranty repair. Their website states that they fully back their 3d printers with a one year repair or replace warranty. I was informed they no longer manufacture this specific 3d printer and offered a store credit. I told them this was not acceptable and did not follow their guidelines. After many emails and phone calls I was promised a full refund once they received the 3d printer. This email was sent on on 4/10/2024 from a customer service manager. The printer was delivered to Monoprice on 4/19/2024. I have yet to receive a refund. Every time I have emailed I am being told they will update me when they have more information. I have never received an update.Initial Complaint
06/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Re: CRM:00075100135 ******************************* ?Monoprice Support Team ?Thu 3/28/2024 10:44 AM Hi ******,the other speaker has been delivered ***** tracking #************ you now have both speakers.ill look at my account in a few days for the store credit.thank you for all your assistance.From: Monoprice Support TeamInitial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 3d printer from this company which did not function on arrival and after one attempt to use it the screen stopped functioning and the printer now will not turn on. I asked the company to exchange the printer for a working one and they very rudely told me they would not exchange it for a working one nor attempt to get my working through replacement parts. They also refused to fix the printer for money. I am very frustrated with a company that would offer me no solutions to fix my complaint of a non working product delivered to me.Business response
04/11/2024
Hello,
The customer has two orders with **********************, one of which was refunded on 2/1/24 in the amount of $35.46, as that purchase was within the return period.
The second item the customer purchased was a clearance item with a 7 day return window (no warranty offered), which was stated on the product page. Unfortunately, we will not be offering a refund on the item purchased, please see the email exchanged attached, and the link to the product page below. We apologize for the inconvenience this may cause.
Should the customer be interested in another product from our website we are more than happy to offer a discount.
*****************************************************
Thank you,
**************
Director of Operations
Customer response
04/15/2024
I am rejecting this response because:
I called the company the day after I purchased the item and asked if I could return the item if it did not work and told them that it was a Christmas present. I then told them that it would be outside of the return policy if opened on Christmas would they still be able to back the item. They assured me that they would. Then the posted email correspondance took place. They are ommitting this even took place and are outright lying.Business response
04/16/2024
Hello,
It is not the intention of Monoprice to "lie". I do not show any interactions by the customer with ********************** prior to 1/11/24. If the customer could provide the date of contact, whether it was via email, chat or phone and their email address, or phone number used during that contact I will be glad to pull the call, email or chat and validate the information.
If the customer was was misinformed and there is a written or recorded statement as such, I will be glad to honor a return outside of warranty. If we are unable to find a contact unfortunately we will uphold the clearance return policy as stated on the product page.
Thank you,
**************
Director of Operations
Initial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Invoice number: ******** Date: 24 November, 2023 Summary: Product defective. Monoprice refused to offer replacement and only provided an option to purchase a much more expensive model.Detail:I purchased a monitor from Monoprice in November ****************************** February 2024 due to a faulty display port. After slow communication with Monoprice's support team, I was offered store credit instead of a replacement or cash refund. To receive this credit, I must first repackage and ship a bulky and fragile item back to Monoprice. The store credit can only be used on Monoprice website where a near identical replacement in term of specification is now 56% more expensive than the original purchase price. Even with a 10% discount offered following a phone call, I would still need to pay an additional 40% of the previous monitor's cost to get a comparable replacement from Monoprice.Business response
03/27/2024
Hello,
I apologize that there may have been some miscommunication. Given that we originally offered the store credit and the customer accepted we thought it was an acceptable resolution for the client.
Our Technical Support team manager has contacted the customer and offered a full refund. We have issued reference ID ************ and also sent them the return label attached. Once the defective item has been returned we will refund the customer in full.
Thank you,
**************
Director of Operations
Customer response
03/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
02/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a 5.1 Home Theater speaker system HT-35 on 12/19/2023. I received a large spool of Ethernet cable that was obviously part of a large order for a business. The labels on the box indicated it was box 3 of 45.I contacted monoprice and they refused to send me the correct item and will not provide a refund. They are requiring me to return the wrong item. I am a physically disabled person and transporting this very heavy box could cause permanent damage to my spine. Additionally, I do not believe I should have to expend resources to correct their error and it is my understanding that no one needs to return or pay for a product they did not order.They are welcome to come and get it but I will not endanger my health.I had to purchase a speaker from another retailer so the only thing I want is my refund, I do not want the product.Business response
03/08/2024
Hello,
As a courtesy, we do ask customers to return the incorrect items received. If the customer does not want to return the items, we cannot obligate them, despite having sent the label and we could also schedule a pick up.
A refund has been processed in the amount of the purchase. The customer should see the refund on their original form of payment in 3-5 business days.
Thank you,
**************
Director of Operations
Initial Complaint
02/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
To Whom it May ******* I have an account with Affirm. I purchased an X Box with Affirm to give to all the grandchildren that come to visit to play. After the allotted payoff time. I decided to go to the account and view how much was left on the payoff. I noticed that there had also been a bill paid to Monoprice in the amount of 1,283.99for an EVGA GeForce RTX **** XC Gaming, 12 GB GDDR6. I never applied for such through Affirm, or Monoprice!! Yet I was billed for such and neither had I received such a device through mail, or any other shipping firm. I contacted ****** and told them that I never ordered anything from Monoprice. They said I had to contact Monoprice, and I did, and told them that it had been fraud. I contacted ****** again and filed a dispute back in November 2023 and still the issue has never been resolved. Affirm and Monoprice are chasing me in circles blaming each other. I want this money returned to me under the reason it is fraudulent!!! Both are dragging their feet pointing the finger towards each other.Thank You *****************Business response
02/20/2024
Hello,
We are very sorry the customer has experienced a fraudulent transaction on their credit card, by way of Affirm and a purchase through Monoprice.
Upon researching I found the order was placed in May of 2021. In order for us to issue a refund we must have a police report and receive confirmation from both the police department and the credit card bank stating that there was a fraudulent charge, within 90 days of purchase. In that case the bank would approve the dispute and the customer can receive their refund through their bank.
Given the length of time transpired, and having no way of validating who placed the order, we will not refund a transaction, based on a verbal claim.
It is recommended the customer file a police report and dispute the charge with their credit card bank that is currently linked to their Affirm account. The bank should be able to determine whether customer will receive a refund or not.
Thank you,
**************
Director of Operations
Initial Complaint
02/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Horrible customer service. Constant spam from them asking about products and help to answer customer questions? We do not work for **********************, do not have you customers do your work. Invoices are filled with spam links, was brought to their attention and they don't seem to care at all, they obviously receive some compensation for adding spam in the invoices.Business response
02/12/2024
Hello,
We appreciate the feedback. The customer has been removed from our database, which is responsible for soliciting product reviews and community questions from our valued customers.
As per our current business strategy, the removal of advertising links from order confirmation emails is not within our current scope. We sincerely apologize for any inconvenience this decision may entail.
Regards,
**************
Director of Operations
Initial Complaint
01/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Jan. 22, **** I purchased 2 guitars from Monoprice that advertised they come with guitar straps. After I received the guitars I noticed there were no strap pins mounted to either guitar so there was no way to attach the straps. I reached out to the company several times and was told the straps are for use with other guitars but not this one. I pointed out that nowhere in the description of the guitar did it say that. It did say that a 'complete accessory set is included' which includes the strap. How is this a complete accessory kit if its not for the guitar it came with? I want the guitars repaired or replaced with functional strap pins, under warranty, since this is an obvious defect or oversight. Here are some of the correspondence case numbers: CAS-******-F5G2Z7, CAS-******-S8R0X1, CAS-******-X7J7N8, CAS-******-C6W1K3.Business response
01/31/2024
Hello,
We have contacted the customer and they have agreed to a refund. They will not have to return the product and will keep them as is. The refund reference number is RMA991303581. The customer will see the refund in their account within 3-5 business days.
We have also addressed the error in advertising after confirming the guitar was not advertise as sold. We apologize for the inconvenience.
Regards,
**************
Director of Operations
Customer response
02/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
01/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Yes this is what was delivered to me on 01/27/2024. The pictures are of two guitar boxes shipped to me with no tape whatsoever. One guitar was falling out of the Box. On a previous order the box was so taped up and had a hole in it. Also it was a used guitar sold as new. I let that go as guitar seemed ok and price was still good. But this is a different story. This is pure I don't care attitude on shipping. My solution is to let me have these and give me my money back or arrange a *** pickup and give me either 2 new guitars or my money back. Order no. ********Business response
01/29/2024
Hello,
The customer has contacted us directly and was provided RMA991303283 to return the guitars for a refund an provided a label to return them as well (label attached).
We greatly apologize for the inconvenience and poor shipping conditions.
Thank you,
**************
Director of Operations
Customer response
01/30/2024
I am rejecting this response because:
This is what they do. They take your money then try to blame everyone else but themselves. It is so bad ***** takes pictures of every guitar delivery from Monoprice because of their negligence in packaging. I'm going to keep the guitars and boxes and post wherever I can as a warning. They expect me to find a box because the one I received was destroyed then go 40 miles out of my way to send back to them.The only reason I bought from them again was because of price. They don't return calls they won't even offer a small credit. Till they start respecting the small customer my review will stand. There are getting more and more musical instruments dealers out there so I advise someone to go somewhere else. If you have to do business with these people buy from Amazon. Also I've spoken to this lady before she is in charge of customer service but not doing a good job.
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Customer Complaints Summary
44 total complaints in the last 3 years.
19 complaints closed in the last 12 months.