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:07/17/2024

  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.

  i purchased a refurbished **** computer from these people 3 months ago. the first month the computer was fine. after that all h*** broke loose, i am having so many problems with it. TOO MANY to list. they want to charge me $20 dollars for a return label. there trying to blame everybody and everything else for the problem. if you look they do have alot of complaints about the company - i am not making this up.

  Business Response

  Date: 07/17/2024

  Returns are free for our customers for 30 days.  This ****************************************************************************************** damage that occurred during shipping.  We think a month is more than enough time to identify these types of issues.  We natually take full responsibility for such problems and are happy to foot the bill to have the defective product shipped back to us, and that of shipping a replacement back to the customer.  But your order is from 5 months ago, and your computer is not affected by a lack of quality control or shipping damage. 
  
  As you described in the review you posted on ******* the computer worked great for the first 3 months.  Then over time it began to exhibit degraded performance and would not respond to commands.  Our response to that review was that these are symptoms of an operating system that has been progressively corrupted by a virus and/or malware infection, and 99.9% of malicious software finds its way onto the computer through the user's own online activity and downloads.  This does not warrant a free return.
  
  The good news is that there is an easy fix.  As we have encouraged through our emails and in our response to your ****** review, all you need to do is reset Windows to factory, and we have provided easy-to-follow instructions on a few occasions, which would be a 5-10 minute fix.  This is the fastest solution and it costs nothing but a few minutes.  Find "Reset this PC" in your Settings, choose the "local reinstall" and "remove everything" options, and let the computer handle the rest.  When it's done the computer will perform again like you just got it out of the box. 
  
  However, if you'd still prefer a replacement computer, you are eligible as long as the computer is under warranty (mid-February 2025).  All you will need to do is ship the computer back to us, provide the return tracking number, and we will send you an equal or better replacement.  You only need to ship the computer box, you can hang onto all accessories, cables, monitors, etc.
  
  Alternatively (and as you mentioned), we can still offer a discounted return label for $20, which is less than most carriers charge for shipping a computer, which tend to be heavy and bulky, increasing the shipping costs. 
  
  We consider the options we are offerring to be fair and reasonable.  In order to proceed with any of them, you can email us at ********************************** or call us during weekday business hours at ************ (press option 1 to connect with our customer support team).  Please let us know which option works best for you so we can move forward to a resolution.

• Initial Complaint

  Date:12/27/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased at gaming PC for my son. He received this as a gift for Christmas. The computer doesn't work. It boots up and then shuts back down. It never worked. I have called them at least 10 times today. It keeps saying I am next in line to speak to someone and then after a bit gives me a voicemail or the call just drops. I have sent email also today and no response.......I'd like to speak to someone right away. What a disappointment for my child to get a gift for Christmas that doesn't work. My order number is: ******

  Business Response

  Date: 12/27/2022

  Hello, I believe you must be calling the wrong number, as our phone system does not have a line or queue that you have to wait in. You can reach us at ************ Mon-Fri 8AM-5PM CST. That said, the order number you provided does not match any in our system. I searched by your name and address as well. Please contact us today so that we can confirm whether your order was through our store or through a competitor's website. Thank you.