Complaints

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:01/03/2025

  Type:Order 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 was sent a refurbished screen for an S23 Ultra that worked when initially installed but after 14 days the screen starting having serious issues that impact the usability of the device. I contacted customer service and they stated that they cant do anything until the phone screen is mailed back to them. This would leave my company phone with no screen for 2 weeks while they process and ***. They are completely unwilling to work with you other than you just buying another screen and waiting for the *** to clear. Their policy is that in order to get a refund you must return the item as shipped. This item was installed for ********************************************************** as-shipped condition. My only 2 options are to take the screen off my phone, send it back, and wait for the *** to clear or purchase a new screen for $300+ while this is resolved.

  Business Response

  Date: 01/03/2025

  Thank you for your feedback and for bringing this matter to our attention. We fully understand the frustration you are experiencing with your recent purchase of the refurbished screen for the ******* S23 Ultra. Please allow us to provide some clarity on our process and policy, and we deeply apologize for any inconvenience you have encountered.
  As a company, we strive to maintain a balance between customer satisfaction and adherence to industry standards and warranty protocols. In this instance, our policy dictates that we are unable to issue a refund, credit, or replacement until the returned product has been tested and inspected at our factory. This is standard practice for all returns or warranty claims, particularly when the item has been installed and used for an extended period, such as the 14 days you referenced.
  The reason for this policy is to ensure that any defect or issue with the screen can be properly diagnosed by our technical team, who will perform a thorough inspection and testing process. This is necessary because sometimes the issues that arise are related to installation, external factors, or user interaction, which can only be confirmed upon the physical return of the screen. Our factory testing allows us to accurately determine whether the product is defective and, if so, to issue the appropriate remedy, whether that be a refund, replacement, or credit.
  We do recognize the inconvenience that this process causes, particularly when you rely on your device for work. However, due to the nature of our warranty procedures, the screen must be returned to us for evaluation before any further action can be taken. We understand this means you may be without your device during the return process, and we sincerely regret any disruption this causes to your work or daily activities.
  Regarding your concerns about the screen being installed for 14 days, we want to assure you that our return policy does account for situations where the item has been used, but we still require the screen to be sent back in order for us to validate the defect and process the claim appropriately. We understand this is not ideal, but it is essential for maintaining the integrity of our warranty procedures and ensuring that all returns are handled consistently.
  We also understand that purchasing a replacement screen during this period may not be an optimal solution, and we would like to apologize for the inconvenience. However, once we have received the screen and completed our evaluation, we will work swiftly to process the return or issue a refund, depending on the findings of our testing.
  Please know that our customer service team is here to assist you throughout this process and will provide you with all the necessary instructions for returning the screen, as well as updates on the status of your claim. We are committed to resolving this matter as quickly and fairly as possible, but we do need to adhere to our standard return procedures in order to ensure the quality and accuracy of the resolution.
  Once again, we apologize for the inconvenience this situation has caused, and we appreciate your understanding and patience as we proceed with the necessary steps to resolve the issue.
  If you have any further questions or concerns, please do not hesitate to reach out. We value your business and are here to assist in any way we can.

• Initial Complaint

  Date:09/27/2024

  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.

  My experience with Repairs Universe has been very bad, to say the least. I ordered some parts, opened the box and they were definitely used products. They had dings, dents, and marksplus they were dirty. They looked worse than the parts I was trying to ***lace. I emailed them to ask what was up. They said they dont sell used parts, only new. Obviously that was wrong but I went ahead with the return process, assuming I would be refunded or get an exchange.After their review, the return czar at Repairs Universe said the parts were damaged externally and internally. What!?I reminded the customer service *** via email (you cant talk to their return **** by phone) that this was how the parts arrived when I opened the box. Again, they wouldnt listenclaiming they tested the products before shipping.Thats greatthey can say they tested it, but it still doesnt matter. The parts they sent were visibly not new, and even the word refurbished would be a stretch.They have refused to refund me or even offer to send a ***lacement part.Instead, they have ghosted me. They wont respond to my emails or messages. And even worse, they blocked my phone from even being able to call them. I only left two messages prior to that.What company does that? What company operates this way? I would stay away from them. Looking at other reviews on ****** as well as complaints on BBB, they are not a good organization.

  Business Response

  Date: 10/01/2024

  Thank you for taking the time to bring your concerns to our attention. We genuinely appreciate your feedback and sincerely apologize for the frustrating experience you encountered with your order. Your input is invaluable to us, and we are fully committed to addressing the issues you've raised.
  We completely understand how disappointing it can be to receive parts that do not meet your expectations. Our primary goal is to provide high-quality, brand-new components, and we take any claims of receiving used or damaged items extremely seriously. We are actively reviewing our processes to identify any areas for improvement, with the aim of preventing such issues from occurring in the future.
  Concerning your return, we deeply regret any confusion or miscommunication that may have taken place during this process. Our return department is dedicated to handling all claims with the utmost diligence and fairness, and it is disheartening to learn that you felt unheard. We will be conducting a thorough investigation into your case to ensure that we address your concerns appropriately, and we are committed to ensuring that our team responds to you promptly.
  We truly appreciate your patience as we work diligently to resolve this matter to your satisfaction. Your understanding during this time is invaluable, and we are here to support you every step of the way.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22348154
  
  I am rejecting this response because:
  
  I'm not rejecting your response. I want to make that clear. I do appreciate your response and willingness to investigate why I was sent used products and then told that I damaged them. I also have my credit card company investigating this, so you may hear from them too.
  
  So again, I'm neither accepting nor rejecting. BBB only gives me those two options, and the rejection option was the only one that allowed me to add an additional note.
  
  I await your response regarding the products I purchased, subsequently returned, and then received no remuneration in the form of a refund or exchange.
  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 10/03/2024

  Thank you for taking the time to share your experience with Repairs Universe. We genuinely value your feedback, as it provides us with an opportunity to address your concerns and improve our services.
  First and foremost, I want to sincerely apologize for the inconvenience and frustration you've encountered with your recent order. It is never our intention to deliver anything less than the highest quality of products and service to our customers. I understand how disheartening it must have been to receive parts that did not meet your expectations, and I assure you that your experience is not reflective of our companys standards.
  Regarding the condition of the parts you received, I am deeply sorry for the discrepancies you noticed, including the dings, dents, and marks. We pride ourselves on selling new products, and I regret that we did not meet that expectation in your case. Its important to us that our customers receive items in pristine condition, and I can understand your frustration when the items appeared used and dirty.
  I also want to address your concerns about the return process. We strive to handle all returns efficiently, and Im sorry to hear that you felt our communication regarding the evaluation of the parts was inadequate. It is our standard practice to thoroughly test and inspect products before shipping, and I regret that this process led to confusion and dissatisfaction in your case. Your assertion that the items arrived in that condition should have been given more consideration, and I apologize for any misunderstanding that occurred.
  I understand how disappointing it must be to feel unheard, especially when attempting to resolve an issue. Your experience of being blocked from contacting us is concerning, and it certainly does not align with our customer service policies. I assure you that we take your comments seriously and will be investigating this matter further to ensure that all customers feel respected and heard.
  Thank you for your patience and understanding as we work to make this right. We truly appreciate your feedback and hope to restore your faith in Repairs Universe.

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22348154
  
  I am rejecting this response because:
  
  I actually already replied to this once, so I'm not sure why I'm getting a duplicate message from you guys regarding the response from Repairs Universe. Please see my previous reply, as the message you sent me above this second time around is the same as you sent me a few days before.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 10/09/2024

  Thank you very much for taking the time to share your concerns with us. We genuinely value your feedback, as it plays a crucial role in helping us enhance our services and better meet the needs of our customers.
  We want to take this opportunity to reassure you that every item we sell goes through a comprehensive testing and inspection process to ensure the highest quality before it is shipped. Our goal is always to send out products in perfect condition, and we take great pride in the quality of our merchandise. After receiving your return, however, we discovered that the items exhibited both internal and external damage that was not present when they left our facility. This discrepancy is something we take seriously, as we want to ensure that our customers receive only the best products.
  We truly understand how frustrating and disappointing this situation can be, and we sincerely apologize for any inconvenience it has caused you. It is never our intention for a customer to feel dissatisfied, and we appreciate your patience as we navigate these challenges. Unfortunately, like many other major retailers, we have a policy in place that prevents us from accepting returns of goods that have been damaged after leaving our control.
  Our commitment to providing excellent customer service is unwavering, and we regret if you felt that your messages were not addressed as promptly as you deserved. We truly want to resolve this matter and restore your confidence in our company.

  Customer Answer

  Date: 10/10/2024

  I'm really confused. Nothing has happened here. The business literally just copied and pasted the same response they sent me when I returned their damaged and used product back to them. THEY sent me damaged and used products...while at the same time claiming they only provide NEW products. 
  
  This is really frustrating and ridiculous. 
  
  And BBB says the business has made a good faith effort to resolve the situation? They did nothing. They just provided platitudes and didn't really do anything.

• Initial Complaint

  Date:06/20/2024

  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 ordered a replacement screen for a cell phone. The package was sent through **** Ground Advantage. The box was smashed and looked like it had been run over by something. I contacted the company and they asked for photos which I gave them. They said it was not their problem. The company name is Repairs Universe. The address is *******************************************************. Their phone number is ************. All I want them to do is refund purchase price by crediting my original method of payment. The card I used is in the name of *************************. I'm not sure of the exact price. I think it was between $20.00 and $25.00.

  Business Response

  Date: 06/21/2024

  I am confused by your stating we said it was not our problem.  The reply we sent is attached and it does not say that.   Please clarify so we can understand.

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21879515
  
  I am rejecting this response because: All I want them to do is refund the purchase amount by crediting the original method of payment. I contacted the post office and they told me to contact the

  sender.  Photos have been sent to the company that shows clear damage.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/24/2024

  Thank you for sharing your feedback with us. We sincerely apologize for any inconvenience caused by the difficulties encountered during the insurance claim process with ***** Our team diligently attempted to file the claim on your behalf numerous times, but unfortunately, we faced unexpected challenges imposed by **** that prevented us from moving forward.
  It's important to clarify that the damage in question was caused during transit by ****, and as a company, we do not have ownership or control over postal operations. Despite our efforts and understanding the urgency of your situation, the constraints within ****'s system prohibited us from completing the necessary steps to process the claim efficiently.
  In an effort to expedite resolution and minimize further delays, we recommended that you initiate the claim directly with ***** This suggestion was aimed at ensuring a swift and direct approach to resolving the issue, as ****'s procedures and systems are under their exclusive management and oversight.
  We want to assure you that your satisfaction is of utmost importance to us. We value your patience and understanding throughout this process and remain committed to assisting you in any way we can to achieve a positive outcome.
  If you have any further questions or require additional assistance with filing the claim, please do not hesitate to contact our dedicated customer service team. We are here to support you and ensure that this matter is resolved to your satisfaction.
  Thank you once again for bringing this matter to our attention and for allowing us the opportunity to clarify our position. We look forward to resolving this issue and restoring your confidence in our services.

• Initial Complaint

  Date:12/26/2023

  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.

  Order ******* screen, install and only green color, contacted Repair Universe, they told me reset connectors, still Green, went to Phone Shop, they installed used display! Perfect! , Change agean to new from Repair Universe, Green agean, Return the item in perfect condition ( even clean everything with alcohol ) like they instructed in RMA return letter, Now they tell me it's not they item?! Got emails and video to prove it , This is after the fact that I googled them hundreds of negative feedbacks , about scheme of displays! , That whay they don't do business on ***** I newer in 20 years have problem like this nor **** return item, Actually they stealing my $ 189 including $6 for return shipping, not They Item ?! I just looked at my video check the serial and batch # that it's on ribbon wire! BBB please let me know If you want the video and emails , Thanks *****

  Business Response

  Date: 01/02/2024

  All parts are tested before they are shipped.  Part of this testing is confirming ******************.   The part that was shipped worked perfectly and had ****************** -  an engraved symbol.    The part that we received back does not have the engraved factory tattoo.    We are happy to process your return when we receive the part that was bought from us. 

• Initial Complaint

  Date:08/29/2023

  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 new screen for my cell phone and it only worked for a few days. It was apparently defective.

  Business Response

  Date: 08/30/2023

  Thank you for expressing your concerns to BBB.  As already stated, we are no different than ********   You can not say give me a refund, the goods have to be returned.    You have to drive/bus/Uber to ******* and hand them the goods.  You pay for the gas/bus/Uber,  ******* does not.   The goods can not be damaged by your use and handling.  We expect the same from our cusotmers.  I sincerely apologize that you feel this is so unreasonable.   We will wait for the goods to be returned.

  Customer Answer

  Date: 08/30/2023

  The seller has never provided me with a shipping label so I can send it back to them. I asked them for one and they told me no. That it was not there position to send me a return label.

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20539106
  
  I am rejecting this response because:

  The seller has never provided me with a shipping label so I can send it back to them. I asked them for one and they told me no. That it was not there position to send me a return label.

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

  
  

  Business Response

  Date: 09/06/2023

  The facts have not changed. Thank you for expressing your concerns to BBB.  As already stated, we
  are no different than ********   You can not say give me a refund, the
  goods have to be returned.    You have to drive/bus/Uber to ******* and
  hand them the goods.  You pay for the gas/bus/Uber,  ******* does not.  
  The goods can not be damaged by your use and handling.  We expect the
  same from our cusotmers.  I sincerely apologize that you feel this is so
  unreasonable.   We will wait for the goods to be returned.     ******* does not give you extra money on your refund to pay for gas/bus/Uber.

  This is no different. We will wait for the goods to be returned.
  

• Initial Complaint

  Date:07/12/2023

  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 am writing to file a formal complaint against Repair Universe regarding the substandard third-party screen replacement I received for my iPhone 7 Plus and shady business practices. Despite their claims of providing high quality replacement third-party screen, I am deeply dissatisfied with the product and their price gouging of their subpar product. I purchased an iPhone 7 Plus third-party replacement LCD with front camera and ear speaker complete repair kit on June 12,2023 via their website for a grand total $59.99 .A month later the same complete screen replacement repair kit is listed for $27.99 on their site. I have both the original receipt of my purchase back in June and a screenshot of their current listing price of the same product July 12, 2023. The third- party iPhone 7 Plus replacement complete repair kit was not only overpriced but the quality of it was subpar at best.Less than a month of usage with proper care of my phone, the replacement screen from Repair Universe has several cracks on it. Not only that I was overcharged for a substandard cheaply made third- party replacement screen but Repair Universe lied about the quality of their products.First and foremost, upon taking my phone to authorized Apple store for inspection, it was confirmed by an Apple technician that the replacement screen provided by Repair Universe does not match the quality of the original screen that came with my phone. This clearly indicates that the replacement screen falls short of meeting the required standards. Moreover, the inferior quality of the replacement screen became evident as it did not exhibit the durability expected of a genuine Gorilla Glass. It is apparent that Repair Universe opted for a subpar third- party replacement, which is not on par with the original screen. All while they are overcharging their customers for a subpar product.In light of the aforementioned,I kindly request your intervention in this matter.I urge the BBB to investigate the practices.

  Business Response

  Date: 07/12/2023

  thank you for expressing your concerns.  The facts are as simple as we stated in our emails to you.     The facts do not change now that you are communicating through BBB.   The glass is the same glass as the original screen.  This glass only cracks when the screen is not seated properly.
  Please double check the qualifications of your tech - they should be a licensed repair technician.   No one else should be working on your device.  
  It is the repair technician who has caused this and is the one who needs to refund you or replace the screen.  The factory does not create only one screen.
  If there was an issue with the quality of the product all the screens, literally thousands, in the run would have issues.
  Then that issue becomes well known across the internet such as the Nexus 4 proximity sensor issue.
  This screen does not have any production issues.  
  We sell thousands of this screen to repair stores where they are installed by licensed technicians and none of them have issues with the glass cracking.
  However if you do google the issue you will see for any of the screens, if they are not seated properly the glass will crack.    Even though the glass is the exact same gorilla glass as the original glass on your phone it will crack if not seated properly.
  Your tech's wording has already clearly indicated that they are a novice.    It is very unfortunate that you chose a novice tech.  However we do not cover issues caused by the tech.  Please contact your tech to resolve this matter

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20311570
  
  I am rejecting this response because:
  
  Sincerely,
  
  Francklin Saint ******

  Customer Answer

  Date: 07/13/2023

  The representative from Repair Universe is attempting to evade responsibility for the substandard quality of their third-party replacement screen repair kit that I purchased. The kit failed within a month of professional installation by a licensed and competent technician. The company is placing blame on the technician who installed the screen, despite the fact that the installation was carried out correctly and in accordance with specifications. It is important to note that the product's failure was not a result of poor installation by the technician, as Repair Universe suggests. This was confirmed by an Apple Store certified technician, who determined that the third-party replacement screen does not meet Apple's standards in terms of quality.

  Business Response

  Date: 07/14/2023

  None of the facts have changed.  The facts remain as stated:  thank you for expressing your concerns.  The facts are as simple as we
  stated in our emails to you.     The facts do not change now that you
  are communicating through BBB.   The glass is the same glass as the
  original screen.  This glass only cracks when the screen is not seated
  properly.
  Please double check the qualifications of your tech - they
  should be a licensed repair technician.   No one else should be working
  on your device.
  It is the repair technician who has caused this and
  is the one who needs to refund you or replace the screen.  The factory
  does not create only one screen.
  If there was an issue with the quality of the product all the screens, literally thousands, in the run would have issues.
  Then that issue becomes well known across the internet such as the Nexus 4 proximity sensor issue.
  This screen does not have any production issues.  
  We
  sell thousands of this screen to repair stores where they are installed
  by licensed technicians and none of them have issues with the glass
  cracking.
  However if you do google the issue you will see for any of
  the screens, if they are not seated properly the glass will crack.   
  Even though the glass is the exact same gorilla glass as the original
  glass on your phone it will crack if not seated properly.
  Your tech's
  wording has already clearly indicated that they are a novice.    It is
  very unfortunate that you chose a novice tech.  However we do not cover
  issues caused by the tech.  Please contact your tech to resolve this
  matter

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20311570
  
  I am rejecting this response because:The company is deflecting accountability for their subpar screen replacement.
  
  Sincerely,
  
  Francklin Saint ******

• Initial Complaint

  Date:05/24/2023

  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 ordered a screen replacement for an iPad, the item arrived in a box, closed, and with a seal, when I was repairing the iPad, I realize that the screen was not the problem, and immediately proceeded to not even unpack the screen that they had sent, and just return as I receive it in their original package. I want to emphasize that I did not even take out the screen from the original package. After a few days, I got an email from them, saying that they received the item at the return department, but the screen was damaged, and they will not refund me. I asked them how it could be damaged if I did not even take it out of the original package and they said that somebody must have Installed it incorrectly. Once again, I told him I did not even take it from the original package and to do the right thing and refund my money. The response was that I should talk to whoever was trying to do the repair, I told him once again I was the one doing the repair and I realized that the problem was not the screen so I did not even try to install the screen they have sent , and emphasize again that I did not even try to take the screen out of the original package that they used to send it. At the end, they will not refund anything. It was a $99 screen that if doesnt work, must likely was sent like that from their shipping department, sine once again, I did not even took it out of their package.

  Business Response

  Date: 05/30/2023

  Thank you for bringing this to our attention.  We apologize for the inconvenience this has caused you.  We will look into it thoroughly to find a solution.  Have a great day.

• Initial Complaint

  Date:01/04/2023

  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 products online was sent wrong products.

  Business Response

  Date: 01/04/2023

  Please attached image of 1) the order - the battery ordered is a ****** Pixel SKU: 10-GO-3713.  This is clear in the order.   2) please see image of the part page for  SKU: 10-GO-3713   It does not say Pixel 3a any where.  It is clear this is a Pixel battery - not a 3a         3) Please see image of the website page for the 3a battery ( apparently this is the one the customer wanted).    This website page is very clear that this is a Pixel 3a battery.  with a different SKU  SKU: 10-GO-5618    4) the image of the menu is clear that there is a category for Pixel and there is a category for Pixel 3a.  They are not over lapping parts.  There are separate categories as all the parts are different and device specific.  I do not know how to make this more clear.  Pixel vs Pixel 3a.   When you buy a part YOU are required to know your device is a 3a and YOU are required to order the correct matching parts.    WE are required to ship what you ordered.    Which we did.  You ordered a Pixel battery and we shipped a Pixel battery.      I have run out of attachments but I have the record of your live chat where you say you ordered a 3a - but you did not order a 3a.  You THINK you ordered a 3a but in reality you ordered a Pixel.    You were sent a RMA form to return the part.  However you want a refund or exchange and keep the part.    That is not how 'returns' work.  You can not go to ******* and say give me a refund or exchange unless you return the goods.   You ordered the wrong part.  If you want a refund - we are not going to do an exchange -  simply return the part in brand new condition.  Again you can not take something back to ******* that you have damaged and expect them to take it back.  You need to return the goods in brand new condition to qualify for a refund.    We are not gong to exchange as 1) the 3a battery costs more   2) you clearly do not understand the repair process as you could not get the model correct for the parts you ordered and we expect you to have issues with *********** and the disappointment to continue.    We strongly suggest you take your device to a qualified licensed repair tech and stop further damage to your device. 

• Initial Complaint

  Date:08/29/2022

  Type:Billing 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.

  A return policy bordering on a scam. Essentially no returns are offered by this business, whether they are at fault or the customer. I placed an order, and realized almost immediately that it was the wrong item. I sent in a return request form within five minutes, and was told it was already shipped out. Any then received contradictory information that it was on the truck but it would be too much work to find. Now my options are to request a refuse service for FedEx, which will likely get lost, stolen, or shipped all over the country before it's arrival back to the warehouse. And I am 100% responsible for any damages, which are fairly liberal in their cover againts liability for the vendor. Very unhappy with this service. Do not spend your money here unless iFixit is out of stock.

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/07) */ There are no words. You know all your communication is time stamped by ALL the systems involved. You placed your order at 11:28 am and AN HOUR LATER 29 Aug 12:40 PM you did a live chat asking to cancel. We let you know that the order was shipped AND we provided the tracking number - which you already had via email so you knew it was shipped - how 60 minutes becomes 5 minutes I have no idea. You were then sent a Return form RIGHT AWAY AT so when the goods arrived you could return them. Somehow this is a scam? Thank you for giving us this opportunity to show publicly that our orders ship right away and are placed on the earliest truck and earliest flight possible. Our cusotmers are thrilled with how quickly we get their orders out the door.