ComplaintsforMonoprice, Inc.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I wasted $304.84 on a defective product and want a refund. I purchased the "Stage Right by Monoprice Studio Workstation with Dual 3U Rack Bays and 61-key Keyboard Controller Tray" 2 weeks ago (11/29/21). The box arrived broken with damage to the desk. It was also missing several parts (plastic adapters needed to hold triad rods in place, etc.). It's impossible to assemble the desk without these pieces. I contacted support to request replacement parts by mail, and was informed that they will not ship individual parts. Monoprice refused to provide details about the name or dimensions of this part. The product is unusable and arrived defective, and I expected Monoprice to provide a full refund. Initially, customer support informed me that a refund was possible, but failed to disclose that they will only provide refunds or replacement if they receive the item back in perfect condition. The entire package arrived damaged. The original box is broken, and much of the original packaging was broken prior to arrival. Monoprice expects me to purchase replacement packaging and pay to return the item. This is a significant cost and burden, and Monoprice refuses to compensate me for these costs. I requested a claim 2 weeks ago and followed up via email 5 times in 1 week; all of my emails have been ignored. A claim was never opened and I have not received any support. I tried to write a review of my experience on the product page, and Monoprice blocked my negative review and will not allow me to post another. The company actively monitors reviews and blocks any negative experiences. Customer support refused to comment on this matter. I am very disappointed and frustrated by this experience. Monoprice should either refund me for the full cost or provide replacements for the missing parts; neither of which they are willing to do. They are ignoring my emails, refusing to open warranty claims, and removing my negative reviews from the product description. This is very misleading.

  Business response

  12/16/2021

  Hello,

  
  

  On 12/15/21 I personally spoke to ******* ******** and processed the refund without returning the desk, as a courtesy. We are also in the process of finding the missing parts so that she may keep the desk as well.

  
  

  Thank you,

  
  

  ***** P.

  Customer Service Manager

  Customer response

  12/16/2021

  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. ***** from Customer Support reached out yesterday to address this concern, and was very helpful in assisting me to find a resolution. I tried to locate my claim to retract it but was unable to do so at the time.

  
  

  I would like to retract my claim against Monoprice as I feel that my concerns have been sufficiently addressed and resolved. Thank you!

  
  

  Best,

  *******

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called the company the day of the order and talked to a sales person, they told me there would be no problem from the fraud department and the order has process. The company's fraud department then stopped shipment of my order and had it returned to the warehouse. , I called to cancel the order and asked for a refund, they refused to credit my charge card until they receive their merchandise and inspect it. I have not received what I ordered and want my charge refunded or they have to pay interest and for my time lost trying to resolve this. I am attaching the FEDEX Tracking number and a screen shot that states the company requested their merchandise be returned to their facility.

  Business response

  11/12/2021

  Hello,

   

  We apologize for the inconvenience as unfortunately the order shipped despite a request to cancel; as it did not pass our 3rd party fraud check. The customer was been provided a return authorization number as reference and was informed yesterday, 11/11/21 that he will be refunded once the return is delivered to warehouse. Based on this morning's tracking information, the order is scheduled to be delivered to our warehouse today and we will expedite the refund once confirmed received.

   

  Once again the customer was informed of this information on 11/11/2021. If there are any other concerns I can be reached at ************.

   

  Thank you,

   

  ***** P.

  Customer Service Manager

  Customer response

  11/12/2021

   I am rejecting this response because: This is not a return, the company canceled the order.  The charge for the purchase should have been reversed when the company canceled the order.

  In addition iit takes 3-5 days for a refund to process. Th e company sent me a email with a RTS from their returns center.  As I never received the merchandise, this makes no sense.

  I was told the reason I need to wait for my refund, is because of the amount of the transaction. This company has not yet refunded my account and I find this unacceptable.

  
  

  Business response

  11/16/2021

  Hello,

   

  Given the carrier's delays we have refunded the customer in full and apologize for the inconvenience this may have caused.

   

  ***** P.

  Customer Service Manager

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint because of how the company misleads its buyers. I searched to buy an electric guitar for my daughters 9th birthday. Monoprice came up and I bought it. I know nothing about guitars by the way. But I felt comfortable with the site due to its guarantees of the following that I cut and pasted from their site: SHOP WITH CONFIDENCE Lifetime warranty on all cables and TV wall mounts, one year warranty on most other items 30 day money back guarantee Easy return 100% safe SSL encrypted shopping PCI-DSS Level 1 Compliant I now find out that the guitar is not the correct size for a 9 year. They say that I must pay for the shipping which is very expensive for an electric guitar. They also say that I am liable for any damages during shipping. Not a place I want to do business. I feel mislead. I just want them to pay for the shipping so I can return this item that I cannot use.

  Business response

  10/18/2021

  Hello,

   

  We are very sorry the customer feels mislead. Our return policy clearly states we are cover shipping return labels for defective items. As a courtesy, a return has been created and a prepaid shipping label was sent via email and attached. Reference number for the return is ************. Please be sure to send all parts and cables related to process the refund.

   

  Thank you and once again our apologies.

   

  ***** P.

  Customer Service

   

  Customer response

  10/18/2021

  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

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 monitors from newegg (shipped and sold by monoprice). Both of the monitors started to have issues with the Display port adapters which I found out that it is a known issue with the monitors. I contacted Customer service on August 10th. I was told that the monitors are no longer in production so they would issue a store credit or ship me a different product. As I wanted the same product I opted for a refund. After a month or so pass, they email me the RMA label and number on September 13th (************). I shipped the first monitor (Sept 27th), I have yet to see a refund on my account after they acknowledge that they have received the RMA'ed product. I am weary of shipping my second monitor (************) if this process is going to take so long. I also called customer service asking for assistance, which I was told that they cannot help. They also only respond once a day, if they do decide to respond.

  Business response

  10/14/2021

  Hello,

  I apologize that the monitors are defective. As advised, we are unable to refund you back to your form of payment because these items were purchased through the Newegg website and we cannot force a refund if their system is no longer allowing it, given the original purchase date is 10/15/20.

  We agreed to provide a store credit and we have done so under the new account you created with email address **********@gmail.com. Once the 2nd monitor is received we will honor our agreement for that one as well.

  If you have any further questions or concerns, you can email me directly at ***********@monoprice.com 

   

  Thank you,

  ***** P.

  Customer Service

  Customer response

  10/14/2021

   I am rejecting this response because:
  
  Hi, that is actually not in line with what your customer service rep said in the email dated Oct. 6th 2021, this is what he said  "So we refunded you instead of store credit for the first monitor. As for the second monitor we would have to do the same unfortunately. Please check your refunds and also please advise regarding the second unit."

  
  

  Additionally, purchasing this from newegg is a null and void claim because the product is "Sold and Shipped from Monoprice" 

  
  

  I also asked if this is a known issue with the product to which I did not receive a response.

  
  

   

  Business response

  10/18/2021

  Hello,

   

  When a customer makes a purchases on Newegg.com, funds are collected and managed by Newegg.com, not Monoprice. When we submit a refund, it is up to Newegg to effectively process the refund. In our order entry system the item returned (which we have confirmed received), shows refund however upon researching further the refund did not take effect in the Newegg portal. Once again, in order to receive a refund to the original form of payment the customer will need to contact Newegg directly as we are physically unable to process a refund on a Newegg order if Newegg does not allow it. We are an affiliate, not owners of their system. I have opened a case and and requested they refund it, however that is not a guarantee as Newegg.com manages the funds.

   

  On Monoprice' s behalf, we can process a store credit as previously offered. Should the customer want a refund they need to contact Newegg.

   

  Thank you,

   

  ***** *******

  Customer Service

  Customer response

  10/18/2021

   I am rejecting this response because:
  
  Until I get a refund, I will keep this open. 

  
  

  Alternatively, since all I need is a working monitor, Monoprice could furnish me a replacement.

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