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:12/10/2024

  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 ********* Word 2021. They provided ********* Office Pro 2021, as an upgrade for lack of availability. When I attempt to register it by internet I get an error code. So I use the calling option in the continuous efforts I have made. Less opportunity for the error possibly stemming from my computer. I have called 10 times with every reply being the same. They inform me number they have provided me is not a valid code. Yet their email reply to me states they used my code and it's a working one. ********* disagrees with that answer they provided.I receive form letters that do not have my name in the greeting or theirs in the closing. One did referr to me as Dear Customer. They continue to address the screenshot as a way to address my problem. I have repeatedly told them I am using the call in method of registering which has concluded the code, they say works for them, is an invalid one concerning *********. If they provide a working code - this can become a non issue. If they wish to repeat my code is a working one - I want a refund.The attached screenshot shows the nice replies that accomplish nothing. All my replies from them are of this manner.

  Business Response

  Date: 12/10/2024

  Dear **************** are writing in response to the complaint filed regarding an issue with ********* Word 2021 and the subsequent support experience. While we truly understand the frustration and challenges faced by consumers when their expectations are not met, we must respectfully clarify that we are not connected to or affiliated with ********* or its software products in any way. As such, the concerns raised in the complaint are based on a misunderstanding and have, unfortunately, involved our company incorrectly.  The company in the screenshots provided is FLIXEASY and we are FIXEZ.   We are not one and the same.    It is unfortunate that BBB does not look at the screen shots or they would have seen this.

  
  First and foremost, we do not sell, distribute, or support ********* software products, including ********* Word 2021, ********* Office Pro 2021, or any related licenses or codes. We would like to make it clear that there has likely been a mistake in identifying our company as the source of the purchase or provider of software related to *********. We are certain that this has led to unnecessary confusion and inconvenience for the complainant, and we regret that this has caused distress, but we firmly stand by the fact that we are not the entity that can resolve the licensing issues referenced in this complaint.

  
  Based on the details of the complaint, it appears that [Complainants Full Name] has been attempting to register ********* Office Pro 2021, which has led to a variety of errors, error codes, and subsequent back-and-forth with ********** support team. However, we would like to reiterate that our company has no connection to ********* or their licensing codes, nor have we had any involvement in these transactions. Any communications with customer support teams regarding ********* products, registration issues, or other *********-related licensing should be addressed directly with ********** official technical support team to ensure resolution.

  
  The complaint outlines efforts that involved calling registration numbers and receiving various responses about invalid codes. Again, our company is not affiliated with ********** registration processes, error codes, or their licensing systemnor is it in our purview or responsibility to verify or troubleshoot these types of issues. Any error messages, invalid codes, or discrepancies referenced in the complaint must be addressed with *********, as they are the provider and licensor of their own software.
  Additionally, the complaint mentions repeated form letter responses, including Dear Customer salutations, as well as responses focused on email replies and screenshots. We understand that impersonal responses can contribute to frustration during a challenging technical issue. However, these responses did not originate from our company, as we have no involvement with *********s technical support processes, customer communications, or registration codes. This reinforces that the source of the issue is not with our company but is limited to *********s licensing or support systems.

  
  Given the misunderstanding outlined in the complaint and the clear lack of connection to our operations, we respectfully request that this complaint be revised or clarified to properly reflect that we are not responsible for ********* licensing issues, invalid codes, or registration concerns. While we value all customer concerns and take ******************** complaints seriously, we must ensure that complaints are accurately directed toward the appropriate party responsible for resolution.
  If you are still having trouble with ********* licensing codes, invalid registration attempts, or technical errors, we highly recommend contacting ********* directly at their official support page (*****************************) or through their official support number. This will ensure that any licensing issue can be properly addressed by *********, the provider of the software.

  
  We trust this clears up the misunderstanding and hope this explanation provides insight into our role and the absence of any involvement with *********s licensing programs. If there are any additional questions related to this matter or further clarification needed, we welcome the opportunity to engage in a professional dialogue to ensure the facts are accurately stated and the complaint is resolved.
  Thank you for your attention to this matter.

  We greatly appreciate the role the BBB serves in fostering fair and accurate communication among consumers and businesses.  This complaint is for a product we do not sell or have license to sell.

  Customer Answer

  Date: 12/10/2024

   
  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. Due to the fact I stand corrected in that this business is not the intended business I wished to file a complaint against.  I will attempt to make another complaint against the correct company.  

  I wholeheartedly appologize to this accidental involvement of a company that played no role in the issue I filed about.  I thank them for their full reply and correction of the mistaken identity.

  Warm regards,
  
  ******** ***********

• Initial Complaint

  Date:02/13/2024

  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.

  Purchased an item from them to fix a ******** switch dock, product arrived dead on arrival, contacted support to try to get a replacement. Was sent an RMA form and RMA number and was told to ship the product back. On the form it asked if you would like a replacement. I indicated as such. I had to pay for return shipping. I was issued a refund minus a restock fee for a product that was defective. I have contacted support to get the 15% restock fee refunded but looking at recent ****** reviews they deal in fake and terrible quality products and then either refuse to issue refunds or replace faulty product that they sell and as such I have not high hopes of getting all of my money back.

  Business Response

  Date: 02/13/2024

  We are very sorry you are having issues with the NDO Switch HDMI Dock Motherboard.  We can not send a replacement unless you send the goods back for testing.     No one, not ******** not Amazon, not **** , not ****** will simply hand out a replacement.   You have to return the item you have an issue with.  We have sent you the return information 02/07/2024.  We look forward to receiving the part back at the warehouse  so we can resolve this issue.

  Have a great day.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21284908
  
  I am rejecting this response because:

  I had gotten an email back from you stating that you had received the *** return, and have issued me a refund.  Tracking number: 9400 1361 0553 6317 5188 88 from **** shows it was delivered on February 10th. and then I got an email with refund information on February 12th, stating that I was charged a RESTOCK FEE for an item that I returned because it was DEFECTIVE!

  I am asking for the REFUND of the 15% restock fee for the return that YOU HAVE RECIEVED. 

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

  Business Response

  Date: 02/13/2024

  If you have received an email stating that the part was not defective, then the part was not defective.  All parts are tested when they are returned to us.   What tester did you use to test the part?   Our tester clearly showed the part is not defective.   If you had issues with the part on the device then it is an install error, not a defective part.    When you return a part that is not defective there is a restocking fee according to the terms and conditions you agreed to at check out.   

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21284908
  
  I am rejecting this response because:

  I have tested your DEFECTIVE product in this manner, 

  once i replaced my faulty pcb with yours, it still didn't work, so i took a known good working dock, swapped out your DEFECTIVE PCB with my KNOWN GOOD pcb and it still didn't work! I removed all variables from the other components of the switch dock to make sure there wasn't anything else faulty at play. How can you claim that it works unless you have a known good working dock and swap the pcbs and test with real hardware, like a known working ******** switch? I highly doubt that. 

  so again, now that you have backpedaled after seeing proof that you did indeed receive my defective product, and you "tested" it as "working", I am calling BS. something like that doesn't magically just work after being sent back. there is plenty of ****** reviews to your business to show that you are shady and not honest. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/14/2024

  The facts do not change:   If you have received an email stating that the part was not defective, then the part was not defective.  All parts are tested when they are returned to us.   What tester did you use to test the part?  I understand that you attempted install a second time, that is not testing the part.    What tester did you use ?   Reinstalling the part is not doing a diagnosis of where there are issues in the part.    When we did the complete diagnosis there are no issues with the part.   We clearly showed the part is not defective.   If you had issues with the part on the device then it is an install error, not a defective part.    When you return a part that is not defective there is a restocking fee according to the terms and conditions you agreed to at check out.   

• Initial Complaint

  Date:01/11/2024

  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.

  Order #: ******** Paypal Transaction ID: ***************** Order Date: Dec. 19, 2023 Product Ordered: iPod Nano 7th Gen ***** Screen Replacement - White SKU: 1-B-0686 Website/Company: fixez.com As you can see from the photos uploaded - the seller sent me a damaged product. It even clearly states on the box that it is DAMAGED. It also even specifies that the ribbon cable is what is damaged on the product they sent me. Upon opening it...sure enough, the screen has a broken cable.After opening a case with PayPal to get a refund, the seller is lying by claiming that they did not send me a defective product...lol. THE *** SAYS DAMAGED ON IT. HOW ARE THEY GOING TO LIE AND TELL ME THEY DIDN'T SEND ME A DEFECTIVE PRODUCT?!

  Business Response

  Date: 01/13/2024

  Thank you for bringing this to our attention *************  We researched the employee who was responsible for your order and they were fired that week due to their performance.   We sincerely apologize that you were affected by this poor soul.   I can see the PayPal dispute you were refunded in full.   I am looking into the dispute auto replies and how we are able to edit them.

  Thank you again for bringing this to our attention.

  Customer Answer

  Date: 02/05/2024

  This complaint has not been resolved. The seller has still refused to give me my refund. They want me to pay for return shipping of a defective product that they sent me.

  I will not pay for shipping to return a defective product sent from the seller.

  The item I paid for, as it is described on the seller's website, is new and in working condition.

  They sent me a broken product! And won't refund my money!
  

  Business Response

  Date: 02/06/2024

  Thank you for bringing this to our attention *************  We researched the employee who was responsible for your order and they were fired that week due to their performance.   We sincerely apologize that you were affected by this poor soul.   I can see the PayPal dispute you were refunded in full.   I am looking into the dispute auto replies and how we are able to edit them.
  Thank you again for bringing this to our attention.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21122870
  
  I am rejecting this response because:
  

  It's interesting that you claim to have "fired" the employee responsible for this unprofessional and poor response from this company *****.

  The only thing I care about is getting my money back and what happens? You still try and make me pay for shipping to return a DEFECTIVE product you sent me.

  It is your responsibility to refund my money because you were unable to provide ******************** that you have claimed to offer on your website. The product I paid for, as it is described on the website, specifically states that it is new and in working condition.

  The product you sent me is inside a box labelled DAMAGED with a torn ribbon cable.

  I absolutely will not pay for shipping to return a product that I did not pay for. I want my money back.
  

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

  Business Response

  Date: 02/06/2024

  Yes if an employee is making mistakes we ask them to work somewhere else.    You have an open case with PayPal.   We can not refund while a case is open.   

• Initial Complaint

  Date:10/03/2023

  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.

  We ordered a ******* Note 20 Ultra LCD from this company for $245.07 on 9/16/23. We received the screen in a timely manner(9/19/23), however the screen we received was in an already open box. OEM ******* screens have a seal on it to show it is a new unused part. The seal on this box was broken. I attached a ribbon cable and tested the screen, no picture. I did an RMA and mailed the screen back on 9/22/23. They claimed we damaged the part and denied any refund. The explanation they gave us was a zoomed in picture of a dot stating it shows the damage. It is disgusting that there are companies with no morals that think it is ok to hurt other small businesses. Taking advantage of others to profit themselves.

  Customer Answer

  Date: 10/03/2023

  The company immediately reached out to me and refunded all of my money. Is it possible to have my review removed?

  I appreciate your help. Between several 1 star ****** reviews, a case to PayPal, and BBB we were able to finally get it resolved the way it should have been from the start. Its kinda sad we have to jump through all these hoops to keep a place honest. But I am so grateful we have you guys to help. Thank you!

  ~***********************

• Initial Complaint

  Date:06/28/2023

  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 bought a replacement iPad Air screen. The item they sent was not working, They did not provide a shipping label for returns. I sent it back at my own expense. Once they received it, they refused exchange or refund stating that the item is not working because of a connector problem. Of course! They sent a defective used item in the first place.

  Business Response

  Date: 07/01/2023

  Good Day Sir, thank you for expressing your concerns.  It is unfortunate that you are not familiar with the testing process that all parts go through before they leave the warehouse.  You would realize that a damaged part can not be shipped.   The damage done to this part is by your technician.   If you ask a repair store they will tell you the damage was done by a unlicensed or inexperienced technician.     It is clearly install damage and something that should not occur had the technician be qualified to do the repair.   It is unfortunate that you chose this technician to take apart one of the smallest most complicated computers on the planet.   He failed.  Please ask him/they/her for the compensation you are seeking.

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20246389
  
  I am rejecting this response because I did the instal myself.  The port attached on the first try but the screen did not turn on.  There was no forcing or any other move that would cause damage to the screen, the port or any other part of the shipment.  That clearly leaves only one possibility and that is part was defective when I received it.  You are selling used screens. If you tested it, you could have damaged it when disconnecting it and shipping it.  Either way, I know that I did not damage the screen, and thats why I am adamantly fighting this.  You need to take responsibility for the product you sell.

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

  Business Response

  Date: 07/05/2023

  Good Day Sir, thank you for expressing your concerns.    Unfortunately this does not change the facts.      It is unfortunate that you are not familiar with the testing process that all parts go through before they leave the warehouse.  You would realize that a damaged part can not be shipped.   The damage done to this part is by your technician.   If you ask a repair store they will tell you the damage was done by a unlicensed or inexperienced technician.     It is clearly install damage and something that should not occur had the technician be qualified to do the repair.   It is unfortunate that you chose this technician to take apart one of the smallest most complicated computers on the planet.   He failed.  Please ask him/they/her for the compensation you are seeking.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20246389
  
  I am rejecting this response because you keep recycling your old non sense response.  You shipped a defective product and you know it.  The sooner you accept that the item was not properly tested before shipping, the faster we close this case.  Do you have a third party result that you tested this product before shipping and it worked fine?  You dont.  This is a used item which you did not declare as pre owned on your site.  At a minimum you run a business with deceptive practices.  At worse you sell stolen items and take advantage of your clients.  Either way, I will do everything I can to expose you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/03/2023

  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 two replacement screens for my ********* GO. The first screen was damaged upon startup after install. Thinking that I cracked the screen and giving the benefit of the doubt I purchased another screen. The second screen arrived and I install the screen the same I received it. While installing I noticed that a side ribbon was missing. I contacted the company to get them to replace the screen. I immediately contacted the company. I received an email back the following day asking for pictures of the missing ribbon and screen. After providing the picture to the company. I then received a email stating the every screen is tested before mailing, with no proof of the testing. I responded to the email and stated that the ribbon was mission, i immediately contacted the company to report the missing ribbon and the screen doesn't work. The company refuse to refund my money or replace the screen. Both screens were mailed back to the company.

  Business Response

  Date: 05/03/2023

  We apologize that you had an issue trying to do ***********.  May we are if you took the device to a licensed repair technician?  Both screens were tested before being shipped .   Every part is tested before it is shipped.   We know that the screens worked perfectly when they left the warehouse.    The damage was done by the install or during shipping.  We offer third party shipping insurance at check out so any issues during shipping would have been covered by **** insurance.  However, you chose not to use this option.   We do not make a dime off the insurance it is there are an option for you to use to protect from shipping damage.    Otherwise the damage was done by a tech who is not qualified to handle the parts.   We know for certain that the screens were perfect when shipped.     Unfortunately BBB does not accept video file uploads.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20004448
  
  I am rejecting this response because: There reason that I purchased the screens from the business is because of their guarantee. But, it would appear that this business doesn't plan to stick by their product or service. In my opinion I believe the business response was less than professional.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/10/2023

  Dear Mr ****** and Worship,   No company has a 'guarantee' against the buyer or buyer's technician doing damage to the goods. You were shipped screens that were in perfect condition.   You sent back screens that had install damage.      ......We apologize that you had an issue trying to do ***********.  May we ask if you took the device to a licensed repair technician?  Both screens were tested before being shipped .   Every part is tested before it is shipped.   We know that the screens worked perfectly when they left the warehouse.    The damage was done by the install or during shipping.  We offer third party shipping insurance at check out so any issues during shipping would have been covered by **** insurance.  However, you chose not to use this option.   We do not make a dime off the insurance it is there are an option for you to use to protect from shipping damage.    Otherwise the damage was done by a tech who is not qualified to handle the parts.   We know for certain that the screens were perfect when shipped.     Unfortunately BBB does not accept video file uploads.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20004448
  
  I am rejecting this response because: When I received the second screen it was damaged and I contacted your company right away. You claim that the screens were tested when they left your shop, please provide the proof of testing. Video with matching serial number, technician's name and location it was tested. As you can acknowledge our damage good have been returned to you. If you have said proof I would be more than happy to see it. This is the second time that this request has been made. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/11/2023

  All parts are tested before they are shipped.    Neither of the parts were shipped with any damage.  This we know for a fact.   1)  You did not provide images of damaged box so the damage was not caused during shipping.   2)  The tech damaged the first part by not knowing how to handle the flex cable connectors.  The tech damaged the flex cable connectors on the first screen but you are so certain that the tech did not cause damage to the flex cable on the second screen.    This is not logical and does not make sense.  Please prove that the tech did not cause the damage.    How else would the damage be caused?

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20004448
  
  I am rejecting this response because: You want me to provide proof of damage and I am only claiming the damage to the screen without the connector. As I initially stated to you, the second screen was returned because it was cracked, but because I was unsure if that damage was caused by me, I am only requesting a replacement of the screen without the connector. You stated that my claim doesn't make any sense. But as a customer and consumer of your business, I believe my request is reasonable. You also claim that your product is tested as it leaves your door. That is a baseless claim because you have not provided any proof of your claim. I provided pictures of the item that I was trying to have replaced. You haven't provided anything except for insults and conjecture. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/15/2023

  The parts were both tested before they were shipped.  We know for a fact that both were perfect and functioning perfectly when shipped.     BBB can allow this to go on forever but that is not going to change the facts.   Please contact your tech for the refund as whoever handled the parts caused the damage.   No we do not have a responsibility to refund you for damage done by your tech.  That is absurd.    

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20004448
  
  I am rejecting this response because: You have not provided proof that your part was functioning as advertised. You also say on your website that you stand behind your product, and with a money back guarantee. As you failed to mention, or read, I am only seeking the replacement of one screen, the last screen purchased. You also failed to mention that both screens were returned back to you. If you don't think, or believe that you need to stand behind your product, you are like every other junk business on the internet that is just looking to take your customer's money and provide questionable service. 

  At the end of the day, I purchased two screens from you. Both screens were damaged, but being unsure of the damage to the first screen I purchased a second screen from you. That screen was delivered without a connection ribbon. Instead of you standing behind your product you have come up with excuses, and false claims that your product is tested before it leaves your doors. Again, if you provide the video proof, date and time stamped with serial number we will end this matter right now. Any person that I come in contact with I will tell them that your company doesn't stand behind it product. You may not feel the effects now, but the more people that you cheat out of their money the more you will expose yourself, and eventually you will be out of business. 

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

• Initial Complaint

  Date:04/24/2023

  Type:Customer Service 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 service pack for a new display and frame for a ******* S10+. The service pack is part number 2-**-4686. That parts page lists items that ***** recommends to purchase for this repair. Turns out the pre-cut adhesive that is recommended (5-SA-4434) is for the front glass to be reattached to the frame. However, this item IS the front panel already attached to the frame. To make this repair you ONLY remove the back glass. Therefore, ***** should be recommending the back panel adhesive (5-SA-4425) for this particular repair with this service pack. I called customer service and spoke to a representative that pulled up the web pages and blamed it on me. All I wanted was a replacement for the incorrect recommendation. She still blamed me and I responded by saying, "you guys are supposed to be the experts. I have never repaired a phone before and I accepted your recommendation for this repair"... she then hung up on me; I redialed and found that she had blocked my number. I then went back on the ***** website and attempted to login and found that she ALSO disabled my customer account. ***** will not own up to their inaccurate recommendation and then cut me off from having the ability to contact customer support. The most ridiculous detail about this problem is the fact that this is concerning a $2.55 item. They are will to risk poor reviews and public complaints over a two and a half dollar item. Besides all of that the incorrect adhesive strip is missing the bottom line of adhesive. It is not exactly the same as the photo. I would love to upload some photos, but my phone is in need of repair. As mentioned I wanted a replacement, but I am actively looking for the adhesive elsewhere. If I find it before this is settled, I wish to receive a refund.

  Business Response

  Date: 04/24/2023

  Customer has been refunded **** for the adhesive.   Customer's representation of the information is not accurate.  The language used at the customer service rep is abusive and will not be tolerated.    If BBB wants ** to tolerate verbal abuse of our employees that tells you A LOT about BBB.

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19967238
  
  I am rejecting this response because:
  

  I accept the refund but reject the comments made by this ***** representative.  If the customer rep that I spoke with on the phone claims that I used foul language or called her derogatory names, she is simply a LIAR.  Your issuance of a refund indicates that you must have looked at your web page and agree that you are in fact recommending the incorrect glue strip for that particular part and repair job.  The phone rep OBVIOUSLY could not understand my explanation.  Your company should be using technicians to answer customer concerns, not just some young inexperienced person that looks at the web pages to answer questions.  I can see the web pages my self, I needed a repair technician that understood that the ***** part recommendation was in FACT incorrect.  Your phone rep simply did not want to admit that ***** made a mistake.  When I do get the correct glue strip that I ordered on ***** the phone display better be operational or I will be returning it for a refund as well.  A phone rep like yours will ONLY lose business for you.  I do not tolerate a customer service representative that treats customers with disrespect.

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

  Business Response

  Date: 04/24/2023

  So your behavior is justified.  Interesting.      And interesting that BBB continues this dispute when verbal abuse is involved.

• Initial Complaint

  Date:01/24/2023

  Type:Delivery 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 a **** card tray from this company 2 days after Christmas still nothing, every time I contact them by email they tell me they have no way of telling where my package is that **** wont allow them access and other excuses, I paid for my product and 7$ for shipping they took my money off my card and now its been over a week and they continue to ignore me please help , they keep saying something about my ticket closing and to open another ticket n on and on everything except just simply sending my card tray or refunding me it has been so nerve racking as my stylo6 is still inoperable. I have their answers and replys in my email and they have no intention on making it right as far as I can see. I sent you where they asked for my order # which I immediately sent two times. Thank you.

  Business Response

  Date: 01/24/2023

  Here is all the info we have on your package.     ********************************************************************************;            I see you have been given this link before.    Please accept that we do not own ****.   We can not force any more information out of them.   We can not force them to stop all shipments and send all their employees to find your package.    You chose to refuse shipping insurance from a third party at check out for 0.98.   You chose a ship method that has not had insurance or any recourse in the entire history of ****.   We are giving you everything **** has which is the tracking info.  We do not have your goods.  **** clearly has your goods.  Please direct your anger and concerns to them.   You can call their ***** number.  You can go to your local *********** and ask them.   **** performance is not something we are responsible for.   

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18886328
  
  I am rejecting this response because: I clearly paid for everything I needed including shipping I didnt ask for everyone to stop n find my package I didnt just order a **** card tray for fun I need it and as a business advertising my product I need takes my money and basically tells me good luck. A proper business would absolutely step up especially a small card tray and say were sorry about the mix up and we will make this right for our customer, Customer being what keeps a business afloat without customers you have nothing, so if I cant get a small product that Ive 100% paid for why would I or anyone else trust this I guess business with a product monetarily any amount at all. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/30/2023

  Dear Customer,
  I apologize for the confusion and frustration you experienced with your recent order. After reviewing your order, I can see that the package has indeed been delivered to the address provided during checkout.   ***************************************************************************
  I am sorry for any inconvenience caused by the delay in delivery, and I appreciate your patience while we worked to resolve this issue. If you have any further concerns or questions, please do not hesitate to contact us.
  Thank you for choosing fixez.com for your purchase. We value your business and strive to provide excellent customer service.
  Best regards,
  Customer Support Representative, **********************

  Customer Answer

  Date: 02/01/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:11/09/2022

  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.

  I ordered a package "Order #********" from them on November 2nd with the shipment option of fed ex 2 Day. On November 3rd the package was received by the fed ex location in ******* ********* and since arriving there the package has been lost / misplaced. I contacted fixez.com customer support on November 9th about this and they said they would talk to there manager and get back to me by end of the day. Shortly after this phone call I received a call from fed ex stating the package had been lost / misplaced. They then provided me with a Case # C87885989 and to request a re shipment of the package. As well to provide fixez the case number. Following this I called them and my phone number had been blocked so I tried on my daughters phone several times to only get a voice mail, shortly there after I attempted to call again and that number had been blocked as well. Finally I sent an email pertaining to this and providing the case number as well I tried calling again from my work phone which worked just fine however I only recieved the voicemail again. As they are clearly avoiding a resolution I am turning to the bbb

  Business Response

  Date: 11/25/2022

  The tracking is very clear that ***** is in possession of the goods.   We are not *****.  We do not own *****.  We have no control over *****.   We are not responsible for *****.    There is no way we can be responsible for ***** employees actions.   We have done everything we can towards ***** for your package.   We asked for them to do a trace just like you can do.    ***** does not have insurance on their shipments so you were offered insurance at check out for  $0.98 and you chose not to use any insurance.   Had you worked with the insurance company - not us, a third party insurance provider -  they would have this resolved by now.     Please contact ***** as we do not own any part of ***** and we have no control over their actions or employees.      What we do is offer third party insurance in the cart.    Third Party - we have no part of the insurance process.  

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18380901
  
  I am rejecting this response because:
  Fixes did not offer any insurance option upon check out. And on top of that they refused to ************* and even going as far as blocking my phone number as well my business number.  I've emailed them, called them and they refuse to respond in any sort of a professional manner to resolve this issue. 

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

  Business Response

  Date: 11/28/2022

  ***** does not offer insurance at check out.  ***** does not offer any insurance of any kind during the holiday season - that is pretty telling.     It is a third  party called ROUTE that offers insurance.   Right where you choose your shipping method you can choose to add the insurance for   $0.98.   See the attached images.     We do not make any money off this insurance.  It is 100% between you and Route.     They are great at covering anything except  user install damage.     We have no control over ***** therefore we are not responsible for them.   You can go to the closest ***** location and raise ****.    You should be writing your complaint on ***** BBB not ours.    You can call ***** and raise ****.     We are not *****, are not responsible for your goods being delayed.    

  ***** is transparent in the *** pages that they do not guarantee or insure any delivery times during the holidays.  

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18380901
  
  I am rejecting this response because:

  ***** are stealing from there customers!  They have blocked my number and I've been unable to communicate with them. Now that I took this to bbb they have finally decided to respond.   I want a refund of my stoles money or I want the items I purchased from them to be shipped to me pet my original transaction.  
   I'm glad they know how to copy and paste however that will not suffice in this situation. If this is not resolved I'll be filing a civil lawsuit against this company. 
  
  Sincerely,

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