Complaints

This profile includes complaints for iFixit's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  iFixit

  1330 Monterey St. San Luis Obispo, CA 93401

• 

  iFixit

  9393 Eagle Vista Way Atascadero, CA 93422

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/15/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against iFixit due to their unacceptably poor shipping practices and lack of customer support. I placed two orders on their website, and both have been handled terribly: Order ID: US30***00: A shipping label was created on January 9th, but there has been no delivery update for over five days. The order appears to be stuck in limbo. Order ID: US3082910: The order was reportedly shipped on January 10th, but I have received no concrete delivery timeframe or updates. Upon contacting USPS, they advised me to reach out to iFixit directly. I reached out to iFixit’s support team via email to address these issues, but they have failed to provide any response or resolution. Their customer service has been nothing short of abysmal. After paying for the products, it seems they completely disregard any post-purchase concerns. What makes this situation even worse is the lack of transparency during the checkout process. There was no mention that opting for free shipping could lead to such severe delays or that iFixit would fail to deliver packages to the carrier promptly. Had I been informed of these potential issues, I would have gladly paid for a premium shipping option. This level of unprofessionalism and lack of accountability is unacceptable. iFixit’s reputation for quality products is overshadowed by their inability to provide basic customer service and reliable shipping. Desired Resolution: I want a clear update on when my orders will be delivered. I want to know if there is any way to expedite the shipping at this point. I expect a formal acknowledgment and explanation for the delays and poor communication. I urge iFixit to address these concerns promptly and improve their processes to avoid similar issues in the future.

• Initial Complaint

  Date:12/10/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order# US3****** on Nov 30 Order shipped. USPS has lost the package. Requested replacement from Ifixit. Company is non responsive

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a battery that ended up being the wrong battery. I asked for an exchange as seen below. They sent an automated email back telling me to wait for further instructions. Those instructions never came. Even after if those instructions came tomorrow, they wouldn’t take it back now, because it’s past their 30 day policy. It was within the 30 days when the request was filed. I’ve reached out multiple times with no response.

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered several products to perform a back glass and battery replacement for my S8+ which took 10 days to arrive. Once it finally arrived the outer packaging appeared undamaged in any way. Once opened and inspecting the contents I found that one of the main components (the back glass) packaging looked normal (aside from the opaque package preventing inspection without opening the package), after cutting open the end with a scissors and sliding the back glass out, it was found the back glass was cracked already. I attempted to contact IFIXIT via phone right away (6/17/2024) and also via email but have yet to receive a response from them. I sent a second email (6/18/2024) with photos of the damaged product and undamaged packaging requesting a replacement ASAP, and still have not heard a word from them.

  Business Response

  Date: 06/20/2024

  Hi There,

  I do apologize for any wait on our reply. Please note that we do not have any customer-facing telephone numbers, so if you did attempt to reach us, it would have been on an internal business phone line that is not connected to our Customer Support team. 

  At any rate, your email has been replied to, and we are happy to replace the items. 

  I think this is now resolved, though should you have any questions or should there be anything else we can assist with, please don't hesitate to let us know. 

  All the best,

  C******

  Customer Answer

  Date: 06/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21872240, and find that this resolution is satisfactory to me.
  
  Regards,
  
  M*** ***********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order and didn’t receive it. It was a nearly $400 dollar order and didn’t require signature. When I contacted support they told me to respond to an email and they would send out a replacement but if there was anything wrong I wouldn’t be able to return (having less consumer protections because I didn’t receive my order was already not great but then things got worse) I responded to their email and stated I would agree to the new shipment but was hoping for a refund so I could repurchase after a move. Support responded that they will not send replacement but I could repurchased with a 50% off coupon for my missing order. It’s so insulting to be forced to pay %150 of MSRP because I stated I would have preferred a different solution. Truly some of the worst customer service I’ve ever had

  Business Response

  Date: 01/12/2024

  Hi There,

  I apologize for any confusion here. 

  In this case, the package was confirmed as having been delivered. The shipment tracking information confirmed delivery. Additionally, a photo of the delivery was provided by the shipping carrier showing that the package was successfully delivered to the address requested at checkout. 

  This in mind, there is no questions of whether or not the package was successfully delivered. The package was delivered. However, it appears that the package was stolen, as evidenced by both the fact the package was delivered and by this customer's email to us. 

  That said, as the package was successfully delivered, we are not responsible for the package having been stolen. 

  Due to this, we went ahead and offered a 50% off coupon should the customer wish to place a new order - perhaps to a different address. 

  Thank you,

  Customer Answer

  Date: 01/16/2024

  
  
  Complaint: 21129748
  
  I am rejecting this response because: it’s insulting. Any package you are unwilling to resend/refund should have signature on delivery and this whole thing would have been avoided. It’s especially unprofessional to offer me one solution and completely remove it because I stated a different preference.  
  
  Regards,
  
  Z****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/17/2024

  I apologize, though we believe there is a misunderstanding here. 

  In this case, we did not state that a replacement would be sent - only that we would assess whether a replacement package was possible.

  This in mind, as it is clear to both ourselves and the customer that the package was stolen, we are unable to ship a replacement package at no cost. Should there be pre-existing issues with package theft, we would generally recommend that the package be shipped to a more secure address. 

  As noted in our earlier email, though we're unable to replace stolen packages at no cost, we're happy to provide a 50% discount towards a replacement.

  Thank you,

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *Ordered replacement iPhone screen on Oct 30 2023 $150.26 *Received damaged screen November 2 *Contacted customer support same day *Received response November 6th stating there is physical damage and it’s not covered. *offered 50% off purchasing another screen *Responded same day requesting a full replacement, have not received a response.

  Business Response

  Date: 11/08/2023

  Hi There,

  I do apologize, though I believe there is some confusion. 
  

  The message states that the screen was received damaged. This is not the case, as the customer mentioned that they damaged the screen during an attempted installation attempt. In this case, the damage was caused by bending tabs during installation. Further damage was caused by tearing the ribbon cables during removal of the screen following the installation attempt, which the customer's email to us specifically mentions. 

  Although we do not cover parts that are accidentally damaged during the course of repair, we certainly wish for our customers to have a positive repair experience. With this in mind, a 50% discount was offered on a replacement product should the customer wish to attempt the repair again.

  Thank you

   

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After ordering the part it arrived damaged. After notifying them it took about 3 weeks to get a response. When they did they were unhelpful. After several emails I finally had them say the would refund me. After about 5 more weeks they finally sent a return shipping label. Once they received it they said it was damaged and would not refund the full amount. Terrible customer service, and lack of communication, but for a company to be this cocky to just not do business right it's embarrassing

  Business Response

  Date: 09/25/2023

  Hello,
  We believe there may be some confusion here, as all emails from this customer were responded to within 2 business days, with most of the emails in the thread being answered same day. 
  In one case, we sent an email on July 11th, but we did not receive a reply from the customer until the 25th. With this in mind, all emails from the customer were responded to promptly by our team.
  The customer reported that they received a non-functioning part. In the rare cases where a part may be defective, we request that the part be sent back to us, at our expense. From there, we test the returned product for the reported defect, and issue the refund back to the customer.
  In this case, we provided a label to ship the product back to us, and requested that the product be shipped back to us using appropriate packing materials.
  We require that the product be sent back in the same condition that it was received. However, in this case, the fragile screen was sent back to us in a simple paper envelope with no structural support or appropriate padding to protect the screen. Lack of appropriate packaging materials caused the screen to completely shatter in transit. 
  We are unable to refund items that arrive in this condition, because it leaves us unable to test the product to verify whether there was, in fact, a defect. It also prevents us from being able to receive any sort of credit from our supplier. 
  The above in mind, although our sales policies are to reject products arriving in this condition, a 50% refund was given as a show of goodwill.
  Thank you.

• Initial Complaint

  Date:04/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a replacement battery for Apple watch. The battery lead fell off. I requested a warranty replacement and they refused to replace it. The stated a policy that their warranty does not cover this. I told them again that the product was defective. They took no responsibility for selling poorly made/defective products. I paid $34.99 for a product that was listed on Amazon for $23. I paid a premium because of Lifetime Guarantee on their website, claiming they only provide top-quality products. They lie.

  Business Response

  Date: 04/27/2023

  Hi There,

  We absolutely stand by our products and guarantee them to be fully functional and free of defect. 

  With this mind, we are unable to cover accidental damage that occurs during the course of the repair. That said, in this case, the product was accidental damaged by the customer during installation. This damage was not in any way indicative of defect or in any way indicative of an issue with the actual part. The damage was caused by incorrect installation procedure and excess force during installation resulting in damage to the product. 

  Although this kind of damage is not the fault of iFixit, and is not covered under our warranty/guarantee, we would be happy to provide a discount should the customer wish to purchase a replacement part. However, we're unable to fully comp the cost of the product, as the damage was caused by the customer and not by a faulty part. 

  Thank you,

  C******

  Customer Answer

  Date: 04/27/2023

  
  
  I am rejecting this response because:
  No excessive force was ever applied to the product. This was a faulty product supplied by ifixit. They are aware of low quality batteries and refused to standby their quality guarantees.
  Regards,
  
  E*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/09/2023

  Hi There,

  This part was inspected by hand and verified to be functional during our quality control inspection. With this in mind, the part was verified to be working, and was successfully shipped and delivered with no damage. The damage was not due to any error or manufacturing defect, but rather, this damage occurred during installation by the customer. 

  That in mind, while we certainly wish for each and every one of our customers to have a successful repair experience, we are unfortunately unable to cover user-incurred damage resulting from improper installation. 

   

  Customer Answer

  Date: 05/09/2023

  
  
  I am rejecting this response because:
  The part was defective. IFIXIT is not taking responsibility for the possibility that a part that they sell is defective. They have a hardline stance that they are beyond reproach. They are not. I have clearly communicated with them that I will take my business elsewhere. This business makes bold claims about quality and guarantees that they do not back up with action. The part was defective, and they refused to refund. 
  
  E*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, August 9, 2022 I submitted Order US******0 to ifixit.com for a new screen w/fingerprint sensor for my Google Pixel 6 Pro. Total purchase price was $214.77. I received the screen Friday, August 12 and installed it Saturday, August 13. Upon installation there was a black spot (dead area) on the screen. I immediately filed a support/warranty claim with picture. A couple hours later the black spot had grown bigger and now also caused a "white line" which extended from the diameter of the black spot to the top of the screen. I sent a second email with a picture of the progress. On Monday, August 15 I had still not received a response and sent another email. I did not get a response until Tuesday, August 16. Ifixit is refusing to honor the lifetime warranty on this item, suggesting that this is "user error." Their solution is to offer me 50% off on another new screen.

  Business Response

  Date: 08/17/2022

  Hi There,

   

  The type of damage shown to our team was indicative of accidental damage caused by the user during installation, and is not indicative of part defect. 

  This type of damage is generally caused by inappropriate pressure placed on the display during installation. Commonly, we see this type of damage from the screen being forced into the frame/body of the phone, from attempting to install the screen while a loose screw remains underneath the display (thereby causing the screw to push into the screen), or other installation damage.

  We do not cover user damage under warranty. 

  With this in mind, because we would like the repair attempt to be as successful as possible, a 50% off coupon was offered towards the purchase of a replacement. 

  Thank you.

   

   

  Customer Answer

  Date: 08/17/2022

  
  
  Complaint: 17725877
  
  I am rejecting this response because: The damage was present immediately upon installation and startup. Ifixit is attempting to skirt their obligation to lifetime warranty.
  
  Regards,
  
  Tom Davis
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/18/2022

  Hi There, 

  We are leading experts in self-repair, and we are confident enough in our products that we offer a lifetime warranty on many of them. 

  We are more than happy to cover our products under the warranty when the product has a defect. We wouldn't offer the warranty if this wasn't the case.

  With this in mind, this type of damage simply doesn't occur as a result of a manufacturing defect. It is very, very clear that this damage was accidental damage occurring during the course of the repair. As you can kindly understand, such damage is not covered under our warranty policy, as it reflects damage caused by the customer during install, and not caused by product defect.

  Thank you.