ComplaintsforMicro Center Computers & Electronics

• Initial Complaint

  01/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hate needing to escalate to the BBB for another routine return, but this is the only way I see to get a resolution at this point. I want to return the item, a tablet, from Order ****************. This is an online order delivered to me on 1/17/22; the ***** tracking number is ************. I attempted to receive an RMA for the item yesterday, 1/28/22, via chat (transcript attached). The rep was friendly, but told me he couldn't process the return online and that I would need to call today during the online team's business hours. I've been waiting over an hour on the phone without an answer, and I am also concerned that Micro Center now considers this item out of the return period, since on the website it says to return the item by yesterday. Micro Center's policy is 15 days from *delivery* *********************************************************************************************, so I should still have two days remaining in the return window. Since I contacted MicroCenter yesterday regarding the return, I'd also expect it to be in the window regardless. Can you issue me an RMA? And please consider making online returns easier - your competitors have single-click experiences and it does influence the way I shop. ******* *******

  Business response

  01/31/2022

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

  
  We apologize for ********* experience and found out Micro Center Online’s leadership team reached out to the customer this morning, apologized for the issues and sent the customer a label for him to return the product.  They are waiting for the customer to respond.

  
  Thank you.

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

  Customer response

  02/01/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  I accept the business's response to resolve this complaint. Thanks for quickly getting back to me on this. 
  
  Regards,
  
  ******* *********

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to microcenter about two weeks in a row, purchasing something every day. I was building about 4 computers for my brother and nephews, on top of that two laptops and accessories, Out of 50 items I purchased 3 were open box item. No where on the open box item does it say it was missing accessories, chargers or anything of that nature. An open box laptop I purchase was missing the charger. I spoke to a manager and I was told I was shit out of luck nothing can be done and if I want anything to be done I have to buy an extended warranty. Another open box item I purchased was a computer case. No where did it say it was missing items but it was missing the dust filter, fans, mounting scares, everything. Another open box laptop I purchase I had no issues with laptop comes with charger laptop looks brand new no issues. I have spend around 8000 in two weeks at micro center to be treated like shit. I spoke to 4 manager and all of them were horrible telling me to basically piss off and to buy extended warranty. There were only two nice people whom helped me. One was an asian young lady, she was the best, the last person was the GM whom helped me yet I cannot get ahold of those people anymore. I am at my whits ends trying to get this fixed. I been speaking to Micro center text support for 2 weeks, ive been told a manager will call me every 2 days for the pastt two weeks. I am close to returning everything to micro center and buying from amazon where I know I would be treated better.

  Business response

  01/28/2022

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

  
  Hello,

  
  We apologize for the inconvenience and the experience.  The General Manager, **** *. contacted the customer and provided him a charger for the laptop.  The RSM, **** ** followed up with the customer today, and the customer was happy with the resolution.

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

• Initial Complaint

  01/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased an item and returned it , I was only credited back the price of the item and Not the tax I paid , I was told by customer service they do not refund the tax money , I feel Like they are stealing the money i paid , I paid 13.95 city tax and 11.60 in state tax .I would like this refunded

  Business response

  01/10/2022

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

  
  Hello,

  We were able to look into this customer’s complaint and found the customer was refunded for the full amount purchased.  The Operations Manager, **** *** went over the transaction just to make sure it was processed correctly.  Here is what she found: The customer purchased $1677.27 in items during the return/exchange transaction (adding all the items and calculating the 8.81% sales tax).  $1361.73 was put on their ****, a difference of $315.54 which is the exact amount of the original purchase (including tax).

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

  Customer response

  01/19/2022

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  
  I am rejecting this response because: The info that they responded with is incorrect , I had a first responder discount that was factored in on the receipt , No place did they refund the $25.00 sales tax 
  
  ******** ***** *****

  Business response

  01/21/2022

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

  The Operations Manager reviewed the return transaction again in response to the customer’s rejection statement.  The refund for the item and tax paid on that item are incorporated into the return exchange transaction.  The customer did also receive a first responder discount on the transaction.  For example, s** ******* (HDMI ethernet cable) normally retails at $59.99 and the customer received it at our employee pricing of $13.02 - this is one example, however the discount was applied to the transaction as a whole.  
  
  In regards to the tax refund from the return transaction, it is again hard to see just by looking at the receipt since other items were purchased at that time.  If the return had been processed on its own, followed by the sale on its own, the customer could see the same overall credit and charges.  For example: Original Sale:  $315.54 (product plus tax)—the refund if done separately, he would have clearly seen the $315.54 credited back to his credit card. 
  
  If the new items were processed separately, they would total $1677.27 (including tax at 8.81%).  Rather than paying $1677.27 in the combined transaction, he paid $1361.73 - a difference of exactly $315.54 which is the refund owed (item + tax) on the original transaction. 

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

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Employee provided wrong serial number on the receipt. Serial number doesn't match with the product. The store declined to help. I want a receipt with the corrected serial number

  Business response

  01/05/2022

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

  
  Hello,

  
  The Service Manager, ******* ** changed the serial number and emailed the customer a new receipt showing the correction.  We apologize for the experience and inconvenience.
  

  Sincerely,

  Micro Center Customer Relations 
  

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am posting e-mails sent to your Paterson, NJ location for your perusal: Dear Mr. *****  My laptop sits in your repair department in the Micro Center facility located in Paterson, NJ. It went in for an upgrade to the RAM from 6 to 8 GB.Per your technician, *****, it is now TOTALLY inoperable! Yes, you can do something else for me to find out exactly what happened. The HP laptop,although old in age, was working fine and had a 91% effectiveness in the hard drive. I received an email from Wahli *********** on 11/21 at 1:10 PM stating that HP has authorized the repair of the RAM at no cost to me. Since then, I have been unable to contact Mr. *********** who is the Micro Center Online Consultant for more information to have my laptop fixed and returned to its normal state of operation. I have placed several calls to your facility; I have been put on hold for 20-30 minutes without a response; I have sent text messages with a promise of a return call that never materialized; I have gone to your Facebook website and all have miserably failed with any material reply from Micro. I desperately need your help. My phone is ************* ****** ***************** ** **** * **** ******* ** ************* * ********* ***** **** ******************* ******* ***** ** * ******* ***** ********** ******* ** ******* ******** ***** ******************************* ******* *** ****** **** **** ***** ***** **** **** *** ***** **** ****** ******* *** *** ***** **** ** *** ****** **** ******* ** ** ******* ** **** ****** **** **** ******** * ** **** ***** ***** ***** * ***** ******* ** *** ***** **** ***** ** ***** ******** ** *** **** *** **** ******* ***** **** ***** **** ***** ****** ********* ******* ********** ******* ******* * **** ** *** ******** ************** ** ***** ******* ****** **** *** ********* *** ***** ****** ********* ** **** ****** ****** **** **** ***** ******* **** ** **** ************ ******** ******* ******* **** ***

  Business response

  12/21/2021

  Complaint id# ********

  
  Hello,

  
  We looked into the customer's concern and found that Gregory received a full refund for service provided on December 20, 2021. A copy of his receipt is below.

  
  Thank you.

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

  Customer response

  12/22/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repair order ************: I am writing to request your assistance in resolving a repair issue in Duluth, GA. In short, I submitted my daughter's laptop for repair in July 2021. One of he hinges that connected the screen with the keyboard was broken and needed yo be fixed otherwise everything else was in working condition. I paid for the service and the computer was returned to me two weeks later with the hinge fixed but now the touchscreen not working. I return the computer to have the touch screen fixed on August 18th and haven't received it since. I was told that they ordered the incorrect screen to fix the hinge that affected the touchscreen functionality are they needed to order a new screen. I have called on numerous occasions and even went into the store multiple times to no avail. The manager in the repair shop updated my repair order status in the system as complete when it's not and have not been returned to me. When I inquired why that was done, I was told that my repair is the longest repair in his shop and that's why he marked it job completed in the system. The manager claimed he has been requesting the part but the person that is responsible for ordering it is not responding to his emails. I really need your assistance in resolving this matter and my daughter needs her computer for school. Help!

  Business response

  12/21/2021

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

  
  Hello,

  
  We contacted the Service Manager, ***** *. who offered her a buyout when the generic touch screen didn’t work, but Tricia wanted it back with a new screen.  The store offered her a loaner, or she could take that one back to use it until the screen came in.  The unit works, the only part that is not working is the touch feature.  The customer said she didn’t want it until the new screen came in. The Service Manager texted her last week and left a message December 20, 2021 to update her.  He asked the customer to call him back to discuss options since the part from HP will not come until February 2022. It took HP a long time to update the part number in their system and provide an ETA.  The manager let the customer know the correct part is still on order and is aware of the timeframe to get the part from HP. We understand the customer's frustration with HP's timeframe for stocking parts and apologize for the inconvenience.  The customer is welcome to use one of the options ***** * has offered.

  
  Sincerely,

  
  Micro Center Customer Relations

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I order a *** **** *** ******* ********** ****** ** ***** **** ** **** *** ****** ****** ********** ****** ******* *** **** **** ****** **** **** **** ***** ***** ****** ******* **** ** ** *********** ****** ******* ** ******* ******** ** ****** ******* ******** ******** ******** ****** . I drive from kalamazoo to there to pick up single trip 147miles. When I back to home I just found ** ********** ******* *** **** **** ****** in this computer! But when I purchased it, the webpage didn't explain what was missing, it just said it was an open-box item. When I picked up this computer, no one told me that I was missing a GPU. I contacted the staff that night, and they said that the GPU is missing and there is a label on the outside of the box. I can return the product within 15 days. I said that I do not agree that the GPU was included when I purchased it, so I need a GPU. I am very far from the shop, and it takes me 6 hours to drive back. The customer service staff said that someone will contact me today (12.15.2021). Today (12.15.2021) a lady said coldly that you can return the product within 15 days. This is the end. Therefore, I think that the product information includes GPU when I buy it, so I should get GPU. If I need to go to MicroCenter again, they should pay me some more, because going again will cost me more gas and time.

  Business response

  12/21/2021

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

  
  Hello,

  
  We were able to look into the customer’s concern, and contacted ******* ** ******* ******** at the Madison Hts. location.  The customer purchased the clearance computer on-line and failed to read the price markdown reason.  When he returned, ****** **** showed him the tag stating missing GPU.  Alisa explained that all the notes are on-line detailing the condition of the item.  Jian did not accept her explanation.  That is when the store told Jian he could return it for a full refund. The original price of the computer was $3299 and was marked down to accommodate the missing GPU to $1649.

  
  Please see attached document.

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

  Customer response

  12/21/2021

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  I am rejecting this response because:  The files sent by microcenter are their internal information. I haven't seen any such information from online reservation,during payment, and driving 6 hours to pick up the computer. Dear members of BBB, you can check the product information page and invoice I uploaded and there is no such information. This means that I found a product online, read the product specifications carefully, and then paid for it. And spend time and money to pick up the computer. But got a different thing. And Microcenter is very arrogantly not admitting mistakes. And the time shown in the file sent by microcenter this time is earlier than the time I purchased it. This shows that they knew that there was a problem with this computer but they made me take the loss. And there is no result of dealing with the problem. So I have no way to agree.
  
  Regards,
  
  **** ****

  Business response

  12/27/2021

  Hello,
  We can offer **** to either return the product and receive an additional $100 gift card for the inconvenience or he can purchase a new computer by paying the difference as well as getting $100 discount. However, looking into this, we were able to see that this product was marked with the appropriate condition and pricing.
  
  Sincerely,
  Micro Center Customer Relations

  Customer response

  12/28/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  
  I accept the business's response to resolve this complaint. 

  And as a loyal customer of Micro Center. I drove 300 miles back and forth on Dec 26 and returned the computer. Because Micro Center has a 15-day return policy. I abide by all regulations and also hope to receive equivalent information. I agree with the processing result of Micro center.
  
  Regards,
  
  **** ****

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Micro Center have a Price Protection policy for their customers. This policy allow customers to get to find a similar item they purchased through Micro Center at a higher price within 20 days of the purchase date to qualify for a refund of the deference. I made a purchase on Sep, 2 2021 and one of the items was actually sold for $40 less by Microcenter themselves. I called and they took my Information and said to wait for an email. I got an approval for the refund email that same day (Sep, 6th), and I have been talking to one of their teams members for almost a month because I cannot seem to be able to get that refund issued as of yet.

  Business response

  12/22/2021

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

  
  We were able to look into this customer’s concern and the Operations Manager, ******* *, emailed the customer she would like to get this price protection corrected for him.  She is awaiting his response to offer options on how to proceed with the refund since they do not have the credit card used on file.

  
  Sincerely,

  
  Micro Center Customer Relations

  
  

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my computer into MicroCenter on 7/12/21 and was told that I would receive a call within a week with a diagnostic. I did not receive a call within a week and I spent 21 days attempting to receive more information or details. I repeatedly contacted MicroCenter to ask if the company had ordered parts, how much it would cost, and when it would be ready. MicroCenter doesn't have any way to contact them outside chatbots - no phone number and emails go unanswered! I attempted a text conversation which is the preferred method of communication for TWO days and received no response. I finally received an email response after 4 days. I asked to be contacted by a manager, I was told I'd be connected but it never happened. After attempting to receive a response for a month I finally decided to just go there in person. When I arrived the company couldn't find my computer. I waited there for over an hour waiting for assistance after I was finally helped, I had to wait another hour and a half for employees to find my computer. The workshop was a mess, and there seemed to be no distinguishable process for managing workflow. Somebody finally found my computer which was sitting open with pieces all over the place. In the end, they refunded the money I paid for the diagnostic and promised that a manager would contact me the next day but that never happened. When they closed my computer they put in the wrong screws and damaged the front of my computer. I got my computer back after over a month and had to start school with no computer and pay $400 to repair the damage they cost. While I was waiting for my computer, they continued to take in more laptops for repair even though they clearly are understaffed and poorly managed. They need to be held responsible should not be allowed to continue damaging property!

  Business response

  12/22/2021

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

  
  Hello,

  
  We were able to look into this customer’s concern and found that the current Service Manager, ******* ** attempted several times to contact the customer to discuss her experience, and the customer has not  responded.  We apologize for her experience and have shared ******** experience with the General Manager to make improvements to our processes.  Is there another phone number the customer would like to provide in order for the store to contact?

  
  Thank you.

  
  Micro Center Customer Relations

  Customer response

  12/29/2021

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  I am rejecting this response because: the company blatantly lied. I received a call from ****, a manager after they received my complaint from BB, this was the first time they have contacted me. This call is proof they have the correct information on file. I have also been receiving promotional material from them. **** stated that the only documented contact on file was from the time I left with my computer in hand after they had lost it. Which is the truth, not the lie they have responded to here. However, I do not wish to receive any further contact from the company. **** was kind, but I do not trust this company to actually fix my computer. After having had such a negative experience including their false response to my complaint through you, I do not feel they are trustworthy. I appreciate your time and effort in helping me reach a resolution. 

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

  Business response

  01/03/2022

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

  
  According to the ******* ******** **** *** he reached out to ****** on December 22, 2021, and the customer indicated she is still having issues after six months’ time elapsed. **** offered to take her unit in, put her to the front of the line, run diagnostics, and have answers within 24 hours.  The customer indicated she was not sure she wanted to give Micro Center another chance and said she would let **** know.

  
  In the customer’s statement, she decided not to have Micro Center help her with the repair.  Per the customer’s BBB statement, “However, I do not wish to receive any further contact from the company. **** was kind, but I do not trust this company to actually fix my computer. I appreciate your time and effort in helping me reach a resolution.”

  
  Micro Center is willing to work with the customer; however, she would need to return to the store to have her computer diagnosed to determine the failure.

  
  Sincerely,

  
  Micro Center Customer Relations

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a Raspberry Pi 3.5" display from my Fairfax, VA store and realized it was was faulty. I have tried to contact Micro Center multiple times the day after my purchase but I am not getting any responses. I need to have my item exchanged but my store is very far away and need to make sure I have the right stuff but no one will reply to me.

  Business response

  12/22/2021

  Complaint id# 1*******

  
  Hello,

  
  We were able to look into ****** ******* *** ***** **** ******* *** ***** **********,  tried to reach him by phone and left a message on his line.  The General Manager, **** ** *followed up with an email to let him know they would either replace or refund the Raspberry Pi monitor.  They asked the customer to respond to the email with his desired solution, or they would call him if he let them know what time works best for him.

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

*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. ↩