ComplaintsforSimply Mac, Inc.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  On March 18, 2022, I bought a used 13' MacBook Air from Simply Mac. On May 26, 2022, the keyboard stopped working and I brought it in for service. I was told it could take ***** days to fix because of supply-chain issues, but that it was under warranty and there would be no charge for the repair. I drove by the shop to see about just getting a refund instead, and saw that they were closed. They did not respond to email, and the phone number would not leave a voicemail. In June or July, the parent company had declared bankruptcy without notifying service customers. According to news reports, every one of their national stores closed suddenly and no one knows the fate of their computers. Simply Mac invoice number ******

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/2/22 my daughter dropped off my Mac Book at Simply Mac on *****************************************************************************. She was told 3-5 business days. She called about a week later and was told the part they ordered came in broken. She never heard back from them and called continuously! No one ever answered so she drove over there and there was a sign on the door saying "Sorry we permanently closed as a company. It was a pleasure to serve you!" They still have her Mac Book along with $106.92 which they collected from her for a service fee. She is a college student who paid to take summer classes which she can not take now due to the fact that she doesn't have a lap top. This is completely unacceptable & I need to know what my next step is. I want to know how to request either her Mac Book back, a replacement or a refund.Please advise asap.....thank you! ********************************************* mother. The contact info I added is mine)

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped off my cell phone to get the camera replaced. i was told that they had the part and it would only take 1-1/2 hrs. to repair. that took place on June 4, 2022. I called on June 8th to find out the status of repairs, I was told it would be fixed Friday June 10th. I called Friday June 10th only to learn that the business closed. No way to get my phone back and no forwarding number posted on the door for information. I want my phone back! this is a major inconvenience to have it lock up and no way to get it.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Took my daughters phone into Simply Mac due to camera not working. They told us they needed to keep it and get the parts, fix the phone and we paid to have it mailed back to us. For some reason they had to mail the phone to Apple. When Apple received it the screen was broke. Both Kinsely and McKayla told us the screen was NOT broke when we left it at Simply Mac. They blamed Fed Ex and Fed Ex blames Simply Mac. I am being charged $329.00 from ******* for the cracked screen as I turned that phone in. Simply Mac did not fix the problem. I have tried and tried and tried sending emails, phone calls to get Simply Mac to issue that money to me or ******* as I cannot afford that extra charge on my phone ****. Today, ******* is wanting their money or going to turn my phones off.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a MacBook Air from Simply Mac on 1/7/2022. At that time, the color and another color of the item were in stock. I have not received an order number or any information regarding this order. I looked on their site again and the MacBook Air is backordered in every color. There is no estimated ship date or any information regarding when a customer would receive their order. I decided to cancel the order. I have not received a response to any messages I have sent this company in relation to my order or to cancel this order. I want to cancel this order immediately.

  Business response

  01/12/2022

  Hi,

   

  Thank you for reaching out.  I have attached the email correspondencewe have had with the customer and it shows that we are happy to work with her and cancel her order.  The first email that was sent was yesterday 1/11, and we have auto generated email that very politely ask that you give us up to 24 hours to respond.  We have responded in the given time.  

  Thank you

   

  Customer response

  01/13/2022

  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,
  
  Jamaika Hawthorne

• Initial Complaint

  01/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello I am contacting you on behalf of the order I just made and when the package got the address they was only one item and I order 3 items in total and was wondering where the other 2 items went in the prosses

  Business response

  01/05/2022

  Hi,

   

  The other items on this order are still on backorder and remain open in our system. I have attached the order that shows these are unfulfilled.  They will sent out as soon as the inventory is in stock.  Thank You

• Initial Complaint

  12/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an M1 Macbook pro on November 5th at the time of ordering i was not informed of any stock issues, nor did the website mention my item was back ordered, i have continually had to ask for updates as they refuse to send any without prompting.Its been nearly two months and i still do not have the item i paid for, the date keeps getting pushed and they are now saying it will be February until they may have some but that its no guarantee i will actually get mine.I paid through affirm so am stuck as they kept telling me it would be delivered in December, but when December came and i was outside the return window they hit me with a February date.Apple has these in stock for all retailers, so this is purely a simplymac issue.

  Business response

  12/30/2021

  HI,

  We have been in contact to let the customer know that the item was on backorder and we would ship as soon as our company had stock available.    The item is a part of the worldwide constraints we have seen.  If the customer would like to cancel and not wait for the item, we will issue a full refund.  Thank You

  Customer response

  12/31/2021

  Complaint: 16410057
  
  

  I am rejecting this response because:

  
  

  Apple, Bestbuy and almost every retailer has these in stock, so this NOT a supplier issue unless simplymac has an issue with Apple supplying them specifically which customers need to be aware of or there is another reason (financial issues?)
  

  
  

  I also reject this because a refund at this point would put me $300+ out of pocket due to finance costs and payments (i would accept a refund for the full amount plus an additional $300 to cover all my costs and fees)
  

  
  

  Therefore i ask for an actual reason for delay and an actual delivery date and for there to be some customer service that doesn't require me to go to the BBB just to get a response, as emailing customer service over and over just to be fobbed off with a made up date is unacceptable.
  

  
  Regards,
  
  *************************

  Business response

  01/07/2022

  HI,

  Currently this item is not in stock, I have attached a screen shot from the Apple website that shows a delivery time of Jan 31- Feb 7 for the item you ordered.  We receive our items from Apple, as we are a premier partner with them.   They supply us as the have inventory.

  We are happy to refund you for your purchase if you do not want to wait.  Affirm will refund for any other charges that you incurred on that end.

   

  Thank You

• Initial Complaint

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 22, 2021, I purchased a 13 inch MacBook Air M1 chip, a wireless mouse, and a USB-C adapter from Simply Macs online store as a Christmas gift for my daughter. The order totaled $1202.98. I received financing through Katapult for the merchandise, but paid via my credit card $188 at checkout for OVERNIGHT ***** shipping, and a payment to Katapult.I only received the adapter and the mouse on December 23. After writing two emails to find out where my computer was they finally responded with the following: Thanks for choosing Simply Mac. We are sorry for the confusion your orders will ship separately. The remainder of your order has not shipped and is a constrained product. Stock is estimated to arrive 02/21/2022, this is not a shipment date-this is when we will receive inventory- bear in mind these dates are subject to change. There was NO CONFUSION. Nothing indicates that the MacBook Air M1 was not in stock, AND I paid for overnight shipping. This is clearly a matter of false advertising and switch and bait!I have called (you can only leave a message) numerous times AND have also emailed numerous times asking that my order be immediately cancelled and a refund be issued ASAP since I did not receive the computer. Katapult has paid them, bu has also requested that my order be cancelled and their funds be refunded. To date, we have gotten ZERO response. This company is horrible and should not be in business!!! I am asking the BBB to get my order cancelled, and to secure a refund of my $188 back to my card! This is infuriating and frustrating. Thank you.

  Business response

  12/29/2021

  HI,

  We do apologize and the item that was ordered is on back order.  We did communicate with the customer and have been trying to work with her.  At this time the computer has been canceled and a refund for that and the over night shipping issued.  We have extended an offer for the customer to return her other items as well.

  Thank you

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an IPad through Simply Mac. I have not had any response from the company and Im unable to speak with a person. I want to cancel my order and get my money back, but I have no way of getting in touch with a person to do so.

  Business response

  12/29/2021

  HI,

  We have been in contact with this customer.  When the order was originally placed they asked to switch out the color, which we did the day of the request.  The customer has only reached out in the last 24 hours to cancel the order, and we have stated in our automated response that it can take up to 2 days for the response and cancel.  We have the customers request and are working to refund his order now.  Thank you

• Initial Complaint

  12/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had made the decision to purchase an iPad Air 256GB in Sky **** from Simply Mac at the recommendation of a good friend of mine, based on his great experience with them. I made my purchase on 11/22/21, using PayPal's Pay in 4 payment option and putting down a down payment of $216.65 towards the overall total of $866.61, which is the retail price of the item & overnight shipping. I had emailed them on 11/23/21 for clarification on exactly what overnight shipping meant for them and whether it meant my entire process was sped up or was just the shipping so I could plan my holiday travel around being available to receive my package. They advertise it to ship in 1-2 biz days for most orders so I wanted to be home for it.They had responded to me and, to my surprise, advised me that my order is a constrained product with stock estimated to arrive on 12/20. This information was nowhere to be seen on the product page when I had made my purchase so for all intents and purposes, I was under the belief that it was in stock and ready to be shipped. I then emailed them back stating such and that I never would've made the order had I known it was not readily available. Despite this, I gave them another chance to get the item in a manner as they advertise.On 12/3/21 I emailed again seeking an update on my order. They replied that my item is now estimated to come in stock in Mid-Late December. All the while, I see my exact item available at retailers online and in-person near me.This week, I have since emailed them twice. Once on 12/14/21, demanding they have someone call me to provide an in-depth update on my order. As of 12/16/21, 5 pm Mountain Time, which they operate on, they have not responded to that email. I then sent an email today requesting my order be canceled and a refund be processed immediately. I am submitting this here as well to warn others and also get their attention since they tend to leave you completely in the dark or ignore your attempts to reach out.

  Business response

  12/17/2021

  HI,

   

  We have been in contact and provided as much information as we can.  We have apologized and tried to work with the customer to show her that we will ship as soon as the item is available.  We have responded to her messages and she even commented that the reply was prompt.   

  At this time we have canceled and refunded the customers order per instructions sent to us. We are sorry to hear she did not like her purchase journey with us but have tried to be as open as we can with communication on items that are indeed on heavy constraint deu to world wide shortages.

   

  Thank You

   

  Customer response

  12/17/2021

  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 as they did cancel my order and my refund is being processed by PayPal now. I did at one point state that their response was prompt but that was after the very first email I had sent to them on 11/23/21. After that, I had to email them myself week after week and each time was a robotic automatic response with a worsening timeframe for when my item would arrive. That is terrible customer service. The crux of my complaint is the fact that there was NO notice of the device (or any device on their store page) being on backorder at the time I made my purchase and clearly based on other complaints, I am not the only victim of this. It is misleading, deceptive and outright false advertising that they only recently tried to mitigate via a small notice when you put an item in the cart saying "Your item COULD be on backorder", which is still poor in my opinion because clearly you as a seller KNOWS if you have a product in stock or not. Like I've mentioned to them twice via email, I would've never ordered had I known it was not available and ready to ship as they brazenly advertise. I should have the right to make that decision but I guess the goal is to trick people and leave them hanging in the dark. I will never recommend this company to anyone.
  
  Regards,
  
  Tatianna G

*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. ↩