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:07/21/2025

  Type:Service or Repair 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 purchased a replacement screen from iFixit in mid-June 2025 for my iPhone 14 Pro Max (Model A2651). They sent me a screen labeled RJ13PM-W, which is for the iPhone 15 Pro Max, not my phone.
  
  After installation, the screen displayed only a pink screen and immediately caused my phone to overheat severely. It became so hot overnight that I couldn’t even touch it in the morning. Since then, my phone’s battery has been permanently damaged — it now refuses to charge while in use and continues to overheat, even under normal conditions like using GPS in the car.
  
  I contacted support immediately, and over the past month I’ve been transferred between three different agents, including someone claiming to be the Global Customer Operations Manager. They admitted the screen may have been mislabeled but continued to refuse a refund, instead offering to send another screen — the same model that damaged my phone. They later agreed to send a replacement battery, but by that point, the phone had already been damaged internally.
  
  It is now mid-July, I have no working screen, no refund, and a damaged phone that I paid $97 to repair through iFixit. Their support is non-responsive (often taking a week between replies), and they have taken no accountability for the damage caused by sending the wrong part.
  
  I trusted iFixit because of their reputation, but this experience has been a disaster. I am requesting:
  • A full refund of $97
  • Compensation for damage caused to my iPhone 14 Pro Max
  
  I have all documentation, photos, and messages saved.

• Initial Complaint

  Date:07/21/2025

  Type:Billing 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.

  This is a relatively minor complaint, but I found IFixIt customer service to be tremendously unaccountable that I decided to go through with it. The situation - an order for a battery was placed on 6/7/25, a Saturday. I placed a rush on the other because I use the computer battery for work. I spent $12.99 for 3-5 day shipping. IFixIt policy states there is no guarantee for shipping deliveries despite the extra cost. The package was eventually delivered on June 17.
  
  While the delivery time may be outside their control, I called the postal service with the tracking number 94184*********81035936 and it was confirmed to me that the order itself was not provided to the post office until Wednesday, June 11, 2025. This is within IFixIts control.
  
  I have no problem with the product cost, but do not believe the company lived up to its end of the shipping cost, and would greatly prefer this cost refunded.
  
  I have a postal case to confirm this - #USPS 7******0.

• Initial Complaint

  Date:06/02/2025

  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 ordered a battery 01AV464. On May 28 I try to install it and it does not fit proper because battery 01****5 is what is in the box they sent. I then contact customer service using their long burdensome form, and they tell me they don't send replacements (even though it was an option in the form). And they said they won't send a return label or refund my original shipping for non-defective part, but I can send the part back at my own expense for a refund of the part. That is unfair, because I received a different part from what I ordered. They have been slow and argumentative, insisting the part is compatible, when I have sent them pictures and now screenshots that this is not what I ordered. I ordered the correct part, they just put the wrong one in the box and now they don't want to take responsibility. I need them to carefully look at the part numbers and their own listings before sending a reply. I simply want what I ordered (01AV464). Let's exchange if you send me a return label. Please verify that the correct part is in the box before you sent it to me. If you cannot deliver, then I want a refund for everything including return shipping.

  Business Response

  Date: 06/03/2025

  This issue is being resolved by our Customer Operations and Inventory teams already.

• 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.