ComplaintsforTek Replay

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a damaged item and was refused return in spite if the sender originally accepting return. Seller claiming damages were caused by user which is not true

  Business response

  05/29/2024

  We are required to accept return requests that are within the return period so that we are able to inspect devices and determine if damage or other defects were missed by our team, caused in transit, or potentially caused by the customer. We did accept the return request for this order, and our team determined that the device was tested before shipment and confirmed to not be damaged before the device was packaged. As the customer did not reach out to us about the damage at the time of delivery, nor for the first week of having the device in their possession, it was determined that the damage was also not caused during transit. A physically damaged device is not returnable according to our policy, the refund was not processed as the warranty is voided, and the device was returned to the customer via **** **** ********* *********************** 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a company that sells refurbished items through ******** I purchased 2 ***** Watches and had to return them bc they were not compatible with *******. Tek Replay gave me a refund for 1 watch and stated that the other watch was “under review”. We never used the watch other than to connect it to *******. I have filed complaints and disputes with ******* and ******. ******* customer service informed me that Tek Replay has both watches and are not refunding me simply because they use this as a way to cheat people out of their money. The return was April 8th and my money has still not been returned.

  Business response

  05/16/2024

  This customer returned both watches but they were in different shipments.  The first one was refunded and then the customer opened a dispute with Walmart.  When this happens we no longer have the ability to refund on the order for the 2nd watch return.  The customer will have to contact ******* in order to cancel the dispute so we can issue a refund.  We have sent this via email to the customer as well.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a laptop for $800 from this company and never received it. They said they have an ups claim going but no resolution to me. The ups claim would pay them not me so seems they charged me $800 and then they will get reimbursed $800 from ups seems like A scam. I don’t have the product or my money. I am asking for refund.

  Business response

  02/21/2024

  The customer reached out to us about the issue with their order, and on 2/15 we let them know that a refund would be issued once the carrier investigation is completed and the package is confirmed to be lost. The investigation is still ongoing, and no refund has been issued because of this. Attached are a screenshot of the message sent to the customer informing them that they would be refunded, a screenshot of the package's timeline showing the investigation being opened, and a copy of the proof of delivery for confirmation. Please let us know if you have any further questions or concerns, and have a great day!

  Business response

  02/26/2024

  As stated previously, orders that are lost in transit are refunded after the loss is confirmed by the carrier. The package search has been completed by the carrier and the package was not found. The loss has been confirmed and the order has been refunded. Please feel free to reach out to us at your earliest convenience for clarification if needed.

  Customer response

  02/26/2024

  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. 
  
  Regards,
  
  ****** *********

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today 3/3/2023 I received my purchase from Tekreplay. I purchased an Apple Watch ****** * 44mm grey/black gps model only. In good condition and stated to be fully functional. Which was not because it came with an activation lock linked to the previous owners iCloud account. I would like an exchange for the same model, size and color. That is unlocked and ready for use.

  Business response

  03/06/2023

  Our records show that we have been in direct communication with the customer is regards to the Apple Watch that was purchased.  We provided the customer with a prepaid return shipping label via the **** return request that was opened today, March 6th.  Once a return request has been initiated on ****, we are required to provide a full refund for the purchase. Unfortunately, we will have to process a full refund for the purchase once the package is received due to **** rules and regulations.  We apologize for any inconvenience this may have caused. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a computer from this company through ******* on 02/03/2023 for $433.47 order #*******-********. The company stated that they were selling a refurbished computer. I received a computer that was not refurbished because it was broken. It would keep shutting down and i read a ton of reviews online stating the same thing. The computer was from 2012 (which was not stated) and so I had to take it to a certified ***** tech specialist. He diagnosed that the computer's logic board did not work and needed to be replaced which cost 222 dollars. The computer is also saying to service that battery as well. I sent the actual receipt to the company and forwarded the email. The company stated that they wish they could do more but could return the money. After fixing it i proposed to pay for the fixing of the computer it was a modest price and feel that I could not trust the same company to send me a fixed product. I would like my money back.

  Business response

  03/02/2023

  We offer a 60-day warranty on all of our purchases.  The customer was offered a full refund for the purchase if they returned the item to us.  Anytime a device is repaired outside of our facility, it automatically voids the warranty on the device and renders it ineligible for return.  Since the customer had the device repaired outside of the facility, we are unable to offer a refund for the purchase.  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  REQUEST FOR REFUND: They failed to answer my complaints for months. They did respond when I contacted them to tell them there was no power cord, but not as to the overall, limited functionality. They did not answer again about my complaints of the PC not having a good battery or being functional. I finally thought to contact *******, since TekReplay is a vendor and might answer *******. I still didn't get an immediate response fromTek. I called ******* back after another 8 days, and then found out that TekReplay had apparently answered ******* but not me. TekReplay even apparently sent a return label: but to ******* and not to me. Dp TekReplay says it DID send a return label, but it’s my tough luck they sent it to the wrong place. By this time, in November, I suspect because of *******'s advocacy, Tek had begun answering my emails, but didn't really ever answer my questions...simply repeated, "your warranty has expired." When I told them that the responsibility of their sending the return label was on them, and not me, they simply responded, "Your warranty has expired." I have told them that I am sending the laptop back the first week of January unless they resolve it in a more positive way. No answer to that, just a repeated "sorry for the inconvenience, your warranty is expired." . For example, when I pointed out that sending me a return label suggests an active warranty claim, I got no answer from TekReplay CS. Thanks, *******, for trying to fix this: you have been good to work with, but I still hope to get a refund for this now returned (copy of shipping label, below).

  Business response

  01/04/2023

  We are very sorry to hear that the customer is experiencing issues with the ******* that they purchased from us.  We responded to every inquiry that the customer made and even provided the customer with a prepaid return shipping label to send the device back to us.  This prepaid return label was issued to the customer in July, when the customers purchase was still covered under warranty. We offer a 60-day return policy and this purchase was made in June of 2022.  The purchase is now 8 months old and not eligible for a return.  We apologize for any inconvenience this may have caused. 

• Initial Complaint

  08/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  RE: ORDER #****, 8-4-22 I ordered a refurbished laptop from TekReplay. As advertised it was supposed to include a charger. Also, unless this is unusual, I expected the laptop to also have a working battery. The laptop arrived with the wrong charger. They expected me to print a label, use my own packaging, and return the wrong charger (which was entirely on them — NOT MY FAULT). Then they expected me to wait until they received the bad charger (which was entirely on them) BEFORE they sent me the correct charger. This is UNACCEPTABLE. I should not have to jump through those hoops, and I refused to do it. I expected the proper charger in the package with the laptop. And anything missing is totally on them to supply immediately. Thanks to BBB I finally received the proper charger. It took a week. But by the time I received the charger, the laptop was completely empty of charge. I did not use it, I just let it sit there as it arrived until I received the charger. I plugged it in, and it charged up nicely. I ran it for a few hours while I set it up and configured it. I thought this issue had been resolved. And I found I really liked this computer. Then I checked the battery to see how much charge it still had. There was a notice that said: “REPLACE BATTERY SOON”. Of course, this notice indicates a spent battery with insufficient life left in it. In other words, useless, possibly dangerous. But I have no choice other than to continue to use it until it can be replaced. I expect TekReplay to send me a full and useful battery, as promised by their product description and advertising. This laptop was never, nor is it yet complete as advertised. I have yet to receive what I paid $309 for.

  Business response

  08/26/2022

  We are very sorry to hear you're having issues with the device you purchased from us.  While we cannot send a replacement battery, we can certainly offer to pay for the return shipment of the item and process a full refund for the purchase.  Please reach out to our customer service team directly at ************* or ******************* to explain your issue so they can provide you with a prepaid label.  Thank you. 

• Initial Complaint

  08/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered the laptop on Aug 9th. I thought I ordered a 2017 ******* but once sent it turned out to be the 2012 addition. Okay. Fine. They sent me a email saying they had shipped my laptop and it was ups second day air on Aug 9th. The tracking number given pops up that the label was created. The item was supposed to be here Aug 11th. Aug 11th comes around and no laptop. Aug 15th now and it still says label created. I have tried to call and no response. I’ve called during business hours atleast 8 times and no response. They sent me an email saying that I could get a return once the item was received but I’m not receiving the laptop! UPS is saying they haven’t received the package from the sender. This was 400 dollars and no one is answering or giving me the information needed. This is not okay.

  Business response

  08/16/2022

  We apologize for any confusion over the tracking details.  The package was shipped from our facility on time but it appears it was temporarily lost in transit.  The package has since been located by *** and is currently scheduled to be delivered by the end of business tomorrow, August 17th.  Once again we apologize on behalf of *** for the delay and thank you for your patience. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7-11-22 I purchased two 256 GB ******* Airs at **********.com. TekReplay fulfilled the order by sending me two 128 GB ******* Airs. After the purchase, I thought it was interesting that TekReplay has a stockpile of 357 laptops with 128 GB and ZERO 256 GB laptops. It appears that TekReplay is taking 256 GB order flow from ********** and shipping 128 GB laptops. **********'s Terms of Service Terms require TekReplay to offer a replacement solution. I have requested the replacement solution to be the laptop they shipped to me. I want to pay for and keep the product they shipped. I am not asking for a discount, special treatment, compensation, nothing. I only want to pay for the product I have, not the more expensive product they didn't send me. Both ********** and TekReplay have failed to abide by the Terms of Service by not allowing me to buy the laptop I have (replacement solution). Instead, the only resolution (contrary to their Terms of Service) is return and refund. Seems like it's a scam if they won't let me buy what they shipped. Are they just unloading 128 GB laptops by fulfilling the 256 GB orders and then betting consumers will just give up and let them keep their money. I like the 128 GB laptop and I'd like to keep it. I just think it stinks that I paid more for a better product and never received it. I've made 9 attempts to resolve the issue with TekReplay and 4 attempts to resolve the issue with ********** over the past 3 weeks and I'm amazed that they will not allow me to purchase the product they sent me for the asking price on their website. Seems like a SCAM to me.

  Business response

  08/09/2022

  We are very sorry for the confusion over the items you received.  We can certainly offer you a partial refund as requested in the amount of $70 total.  Can you please tell us if this would be an acceptable accommodation for you? 

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 07/15/22 Order received: 07/20/22 Order#: ******* I received my laptop on 07/20/22. It does not function properly. I have immediately called customer services, but was unable to get anyone on the phone, even though I called during normal business hours. I then sent an email to the company stating the gear was not functioning properly and that I would like to initiate a return-no response. I called again this morning 07/21/22, during normal business and no response. I even went back to the ******* site where the purchase was made to try to return it, but was told I needed to work directly with the shipper. All i want is my money back and to return the laptop.

  Business response

  07/21/2022

  We are very sorry to hear that you were not able to get in contact with one of our customer service agents when you called the office.  Please understand if we do not have an available agent, we will do everything in our power to follow up if a voicemail with your order details is left.  We have alerted our customer service team to your issue and are going to have an agent give you a call and provide you with a prepaid shipping label to send the device back to us.  Thanks so much and we apologize again for any inconvenience this may have caused. 

*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. ↩