Complaints

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

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  New Town Spares Inc

  1034 E Brandon Blvd Ste 113 Brandon, FL 33511-5509

• 

  New Town Spares Inc

  1032 E Brandon Blvd PMB 1124 Brandon, FL 33511-5509

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:02/12/2025

  Type:Sales and Advertising 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 Mon, Feb 10, 2025, at 12:40AM EST, I made a purchase from Newtown Spares for a replacement PC part that was discontinued by the manufacturer, and has become somewhat hard to ******* was listed as in-stock at $185.93. With shipping, I paid $209.82, and received an order confirmation to my email inbox. The transaction was posted to credit card.On Tue, Feb 11, 2025, at 1:34PM EST, I was contacted by a representative from Newtown Spares. He said that the item was not actually in stock, and they were ordering a replacement in from their supplier. However, per their email, "the updated price for this part will be in the range of $680 to $750".Their store's online terms and conditions make no specific mention of a right to change the price, apart from due to "sporadic faults" because "e-commerce is dynamic". But it somehow seems unlikely to me that $209.82 would qualify as a "fault", since most similar parts for these systems range between $40 to $500; I've since found this exact part number listed elsewhere for $75. Additionally, the representative did not say that the original price was a glitch, simply that the supplier was now charging them more.The business has been holding to their line that the only option available to me is to pay them this higher price for the part they are ordering from their supplier. I would like for them to honor the original price I have already paid.

  Business Response

  Date: 02/12/2025

  
  Dear BBB Representative,
  
  Thank you for bringing *** ******* concerns to our attention. We appreciate the opportunity to provide clarity regarding this matter.
  
  Background & Order Details
  *** ****** placed an order (#******) on February 10, 2025, for a replacement PC part that had been discontinued by the manufacturer and was listed as in stock on our website for $185.93 (totaling $209.82 with shipping). He received an order confirmation, and the transaction was authorized on his credit card.
  
  
  Stock Availability & Pricing Adjustment
  After receiving the order, our inventory team identified a stock discrepancy, and it was determined that the part was no longer available in our warehouse.

  
  on February 11, 2025, *** ****** informed that we could source the part from our supplier, but the updated supplier price had significantly increased, with an expected cost ranging from $680 to $750.
  This increase was not due to an error on our website but rather a direct result of updated supplier costs for sourcing a discontinued, hard-to-find part.

  
  Clarification on Payment ******************************************** payment was authorized at the time of purchase, we did not capture or withdraw funds from his credit card.
  This means no money was actually taken from his account, and no financial loss occurred on his end.

  
  Store Policies & Terms
  We acknowledge *** ******* concerns regarding our pricing policies. However, we would like to clarify the following:
  Dynamic Pricing & Availability:
  As outlined in our Terms & Conditions, pricing and availability are subject to change due to supplier cost fluctuations and inventory discrepancies.
  In rare cases, prices may need to be updated based on supplier adjustments, especially for discontinued or limited-stock items.
  Alternative Parts Policy:
  Our terms indicate that if a product is unavailable, we may offer an alternative where possible. However, in this specific case, there were no viable alternative parts available at the original price point.
  Right to Cancel:
  Since the original part was unavailable at the listed price, we provided *** ****** with the option to either proceed with the updated price or cancel his order at no cost.
  

  Resolution Offered to *** ******
  Since no funds were captured, there is no pending charge to refund.
  

  Commitment to Customer Satisfaction
  We understand that *** ****** was expecting to receive the item at the originally listed price, and we regret any inconvenience this situation may have caused. However, as a reseller of discontinued IT components, we rely on third-party suppliers whose pricing and availability are subject to change.

  
  We believe we have acted transparently and in good faith by:
  ? Not capturing any payment, ensuring he incurred no financial loss.
  ? Offering a choice to proceed at the updated price or cancel at no cost.
  
  We value our customers and always strive to provide fair and transparent service. We are happy to assist *** ****** further should he require any additional clarification.
  Please let us know if any further information is required to resolve this matter.
  
  Sincerely,
  New Town Spares, Inc.
  Customer Support Team
  ****************************
  

  
  

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22928849
  
  I am rejecting this response because their Terms and Conditions only make provisions for extending shipping deadlines if a product is found to be out of stock. I would be perfectly willing to accept this. Their Terms and Conditions also reference the fact that if the original part truly cannot be obtained from their suppliers, they will provide a part of equivalent or higher quality, to use their words. I would also find that acceptable.

  Their wording about dynamic pricing mentions situations where there was a "sporadic fault", which is a specific term in computing referring to a temporary error made by a computer system. However, the item was listed as in stock, and at that price, not temporarily, but any time the page was accessed; it's not the case that the web page erroneously listed the product at $0.01, it was listed at what could be considered a fair market value for an obsolete component with no commercial use. And it seems to not be the case that the web page didn't reflect their internal stock keeping, since they were unaware that the part was not available until checking the warehouse. While they have pointed out that the part was discontinued by the manufacturer, they equally point out they are a reseller of discontinued IT components, which makes the statement feel as though it is being made in bad faith (I have attached a screenshot of another online reseller of similar "SBus cards" showing a price range of $40 to $375, available at *************************************************************************).

  Additionally, while the charge to my card has now been cancelled, it was originally slated to be posted on February 11th. It seems to have been cancelled after I reached out to the BBB, but a refund was not the resolution I was looking for.
  

  Sincerely,

  **** ******

  Business Response

  Date: 02/13/2025

  Dear BBB Representative,
  
  We appreciate the opportunity to further clarify our position regarding Mr. ******* concerns. We regret that he remains dissatisfied with our response, and we would like to address his points in further detail.
  
  1. Terms and Conditions Regarding Out-of-Stock Items
  Mr. ****** has referenced our Terms and Conditions regarding extended shipping deadlines and the provision of alternative products. While we strive to fulfill every order as originally placed, there are casesparticularly with discontinued IT componentswhere stock availability can change unexpectedly.
  In this specific case, our team identified that the original part was no longer available in our warehouse, and we informed Mr. ****** accordingly.
  Our Terms also state that if an alternative of equivalent or higher quality is available, we may provide it. However, in this instance, no equivalent or higher-quality replacement was available.
  
  2. Dynamic Pricing & Supplier Cost Increases
  Mr. ****** is correct in stating that our Terms reference "sporadic faults" in pricing. However, the issue here was not due to a technical pricing glitch but rather a supplier cost adjustment after our internal stock was depleted.
  Our website pricing reflects real-time availability at the time of listing, but it does not guarantee indefinite stock at the same priceespecially for discontinued items.
  The part in question was listed at a fair price based on our last available stock. Once depleted, our supplier's updated pricing significantly increased, which was outside of our control.
  
  3. Charge Authorization & Refund ************************************ payment was authorized, the funds were never captured or withdrawn from his account.
  The charge authorization was voided as soon as the stock issue was identified, and not in response to the BBB complaint.
  We understand that a refund was not Mr. ******* preferred resolution; however, given that the product could not be sourced at the original price, a refund was the only viable option.
  
  4. Addressing Mr. ******* Comparison to Other Resellers
  Mr. ****** has provided a link to another reseller listing similar products. While we respect his research, pricing for discontinued components can vary widely based on condition, supplier availability, and regional demand.
  We are transparent about our pricing and sourcing process, and we do not engage in bait-and-switch tactics.
  
  Final Resolution Offered
  Given the circumstances, we have already provided the full refund option, and no financial loss has been incurred by Mr. **************** we understand that he would prefer to receive the part at the original price, we cannot source it at that price without taking a significant loss due to our suppliers updated cost. We believe our handling of this matter has been fair and in good faith.
  
  We value our customers and regret any frustration this situation may have caused. Should Mr. ****** wish to explore alternative components or require assistance with another purchase, we would be happy to assist.
  
  Sincerely,
  New Town Spares, *************start="3465" data-end="3468">Customer Support Team

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22928849
  
  While the business is stating that no equivalent part was available, that is simply untrue. They have already stated that a new part was being brought in (see the wording in the email: "we are expecting a restock by next week") which would mean that an equivalent part was indeed going to be available; indeed, an equivalent part is now listed as "in stock" on their website, only at a much higher price. Which makes the statement "However, in this instance, no equivalent or higher-quality replacement was available." false on the face of it.

  In spite of the assertion that "Our website pricing reflects real-time availability at the time of listing, but it does not guarantee indefinite stock at the same priceespecially for discontinued items", that is exactly what "In Stock", "Add to Cart", "Checkout", "Order Confirmation", and "Thanks for your order" mean. At that point a purchase has been made. And once again, it occurs to me that it seems very silly to note "especially for discontinued items" when that is the nature of their business. If I were to be so bold as to venture a suggestion, it would seem that if this really was a problem for them, by now they would have changed the website to "request a quote" instead of "buy". To suggest that "buy" and "order confirmed" mean something else simply because of the nature of what is being sold is at best unreasonable.

  In response to the allegation that the authorization was voided as soon as they identified the error, I would only point out that it was still there while I was collecting information for a BBB complaint, which was several hours after I received the email from them. I was not told at that time that the purchase had been voided. In fact, my first notification that the purchase had been voided was in this BBB case, since at no point did they tell me that.

  Finally, I find it difficult to believe that price elasticity is so variable by region as to cause a 800% price difference, when both sellers are located on the east coast, and both act as online sellers that will deliver to any address in the **. Unless we are saying that the 800% price difference is intended to make up for the additional cost of running a computer parts store in *******, ******* as opposed to in the real estate market of *********, **************

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/14/2023

  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.

  On 6 June, I bought a Hewlett-Packard,scanner. model L1970A bought wanted on Best Buy web site and paid $150.00 with my Fidelity credit card. Then I began receiving emails from ***, Newtown Spares (attd) I thought it strange I wasnt hearing Best Buy, but figured they had a new shipping service. The shipment arrived on June 9; it was the scanner body with no lid, no connecting cables and no information about returning item if there was a problem. The only doc inside the box (attd) was Hewlett-Packard Exchange Program; assistance phone, ************ answers with a robo ad for Frontier, asks for callers city & state and no other option and ends. at the extended warranty coverage number, ************, a robo informs number isnt operative. Meantime, I find Best Buy has no record of my purchase.No customer service on the *** web site, ******************************** a live chat popped up. The agents name was ******, asking how she could help. I said scanner I received a scanner was missing lid and cables and I wanted a replacement or a fund. (print screen attd) Answer: We are currently on a lunch break right now, we will reach out to you in a bit. No response.On 12 June I filed a claim with Fidelity to stop payment of the $150.00. attached 1. Thank you ****! 2. Order Status Change. 3. Thanks for Your Order 4.Chat screen; 5 email How many stars would you give newtownspares.,com, 6. Welcome to New Town Spares Inc. 7. Hewlett-Packard Exchange Program provides www.hp.com/support link (which I did not try to access), phone number ************ for Extended Warranty Coverage, no longer in use, and a 24x7 assistance HP ********** ************, that activates an ad for Frontier, asks for city and state and no other option(s) unless that info is provided. 8. ****** map *** address at ***********************************************************************. 9. Photo box labels.*** order #******; *** tracking 1Z5979EW0300843263 I would like *** notified that a formal complaint has been lodged against their fraudulent business dealings with the BBB, and further I want to know how I can publicly warn others not to do business with *** Thank you.

  Business Response

  Date: 06/28/2023

  Hi Team,

  Hope you are well,

  We have talked to our customer and the issue has been resolved with the customer, Full refund has been provided and also the unit is left with the customer as a good gesture of our company,

  Customer has acknowledged the refund as well as she told us that the review of BBB has been taken care of,

  Kindly remove the review as it will effect our company's reputation,

  please find the attachment of conversation.

  Thanks

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

  Customer Answer

  Date: 06/28/2023

   
  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.
  
  Sincerely,
  
  ***********************