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:08/27/2025

  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 an iPhone 15 Pro Max from Plug Tech in "excellent" condition. After I started using the phone, I noticed that the screen had been replaced and the installation was not proper as the screen is lifted and it has been causing touch screen issues. I contacted as soon as possible to inform Plug Tech and they said a replacement can be sent. I do not live in the ** so I asked if it would be possible to do it in 3 months when I have my trip to the ** again and they confirmed since it is still within my 1-year-warranty.When I contacted them, I found out that they don't have this item anymore and since I don't live in the **, I asked for a return for refund as the phone has a defect even though it was falsely advertised as "excellent". They insist on giving me a store credit which doesn't work because I don't live in the ** and as per the ********-**** Warranty Act, they are required to give me a refund for the return. They stopped responding to my emails and I am left with a falsely advertised phone with a defect.I would like to request from you to push this business to refund to me because I am a victim of their false-advertising as a consumer and I would like to use my rights as per the ********-**** Warranty Act to receive a full refund by returning the device Please find the email communication attached below for your reference.

  Business Response

  Date: 08/28/2025

  Please see the link to our warranty: *********************************************************************************************************************************. This is available on our website. Our team can provide a replacement or store credit after 30 days of purchase. This is clear on our website and can be reviewed before purchasing from us. Please note that we have not received this device back yet to confirm the issue and if it was caused by our team. Also, please see the attached picture of our 30-day return policy on our website. Thanks. 

   

   

• Initial Complaint

  Date:08/05/2025

  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.

  On December 3, 2024, I purchased an iPad refurbished from the TikTok shop The model should have been the sixth generation 9.7 inch with ************************************************************************************ case I needed the iPad for back up. I ended up giving the iPad to my daughter for her birthday on *************. When setting up the iPad we noticed that the iPad that I was sent was a 32 GB iPad instead of 128 GB. I reached out and was told I could make a return via warranty. Ive been given many instructions to do this and have not been able to get it complete due to fail safe on their website. I paid $117.49 for the iPad. I have asked if I could exchange the iPad for the proper model but have not received any real help regarding this matter.

  Business Response

  Date: 08/22/2025

  Please see the attached photos for reference. The customer initiated their return on August 15th and selected a gift card as their preferred resolution. We are a bit unclear about this complaint, as the customer is currently proceeding through our standard return process.
  As shown in the attachments, a return label has already been provided. At this time, the package is still marked as Pre-Transit, which indicates that it has not yet been shipped back to us.

  Customer Answer

  Date: 08/22/2025

  I contacted the company via email and advised that I would like the item I should have initially received. I do not want a store credit or gift card as I find the way I have been handled unsatisfactory. I purchased the iPad at a great price that would be very difficult for me to find again at this time. My preference would be to receive what I ordered as I have alerted the company.

  Business Response

  Date: 08/25/2025

  Our team would be more than happy to provide a replacement. Again, the option for a gift card was selected by the customer, not our team. We would be more than happy to send out a replacement. We need the device back first, as outlined in the warranty. Please let us know if you have any questions. 

  Customer Answer

  Date: 08/26/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I would like a prepaid shipment option and a time line as to when I will receive the replacement. Again, I would like to reiterate that I never chose a gift card option as shown in the emails. Please advise on how this will take to completed. Thank you for your help.
   
  Sincerely,
  
  Jahd Page

• Initial Complaint

  Date:08/02/2025

  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 phone from them and I returned it because it didnt work within the 30 day window through *** and i have been trying to reach them since march and all I get is automated response, I cannot call the number to talk to nobody, I sent plenty of emails, they just dont want to refund me my money

  Business Response

  Date: 08/21/2025

  We did not receive the device back due to it being lost in transit. We did provide the consumer a refund to a gift card as consumer selected in the return process. 
  However, since the gift card has not been used, as courtesy we will provide a full refund back to the card that the consumer used at the time of purchase. The refund process will take about 3-5 business days and an e-mail has been sent to Mr. *****

• Initial Complaint

  Date:07/30/2025

  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.

  On June 22, 2025 I purchased a used laptop from *************************** for $780.29 after tax. After it shipped, it was marked delivered on June 25, 2025 with the tracking number 1ZHE95620210142086. After I've reached out to them multiple times over the course of several weeks, they refuse to present me with a refund even though the tracking number literally showed it was signed by someone named *****. I do not know this person and the place of shipping does not have anyone named *****. I also have neighbors and cameras and none of that shows a package from Plug being delivered on 6/25/25. An investigation has since been opened and I am still out of my money. It's been several weeks since the investigation was opened with no updates from the shop. Also, I'm unable to reach their official contact information listed on their website: ******************************************************************** This should be illegal as their number doesn't work, their chat option brings no replies, and their email department takes weeks to respond.

  Business Response

  Date: 08/22/2025

  Plug shipped the customers order to the exact address provided at checkout. According to *** tracking (1ZHE95620210142086), the package was delivered on June 25, 2025. The delivery was confirmed by ***, including a signature scan.
  To assist the customer, ********************** opened a formal investigation with ***. Following their review, *** reconfirmed that the package was delivered to the address supplied at the time of purchase. Based on this confirmation, the order was fulfilled and completed as intended.
  While we understand the customers concerns, ********************** has acted in good faith by shipping to the provided address and cooperating fully with the carrier investigation. At this time, we have no evidence from *** indicating the package was lost or misdelivered.

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair 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 have attempted to contact this company numerous times and different ways to cancel an order. They even ignored my acknowledgement during a TikTok live asking them to please check their DMs. I am being ignored and nobody is even reaching out. I want to cancel an order for a ****** pixel watch that they already calculated a shipping label for even after reaching out numerous times to cancel it and being ignored. This place has a bad customer service department its impossible to communicate with this place.

  Customer Answer

  Date: 08/01/2025

  I got a refund from the company.  I am satisfied.

• Initial Complaint

  Date:06/18/2025

  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 specifically purchased an iphone 14 pro in EXCELLENT condition which the company advertises as having a battery health of 100% because they replace it. So I paid more for this particular model with the understanding that i would be paying for a device with a battery health of 100%. I received a device with battery health of 86%. That is not a device in EXCELLENT condition as the company advertises. Instead of sending me a device or resolving the issue, they are telling me to return the device by stating in an email "Please visit our return portal at [insert link here] to initiate the return and exchange process." *********** is obviously scamming its customers.

  Business Response

  Date: 06/19/2025

  We do apologize for any confusion. Excellent condition only means that the device will be in excellent condition cosmetically. Everyd evice is 100% functional but we only guarantee that Battery health will be above 80%. We have never advertised otherwise. This is transparent on our website and can be found by a ****** search. I have posted a screenshot to prove this.  If the customer is not happy, we are more than willing to accept it back and issue a refund.  Please let us know if you have any questions. 

• Initial Complaint

  Date:06/16/2025

  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 was placed on March 27, 2025 for the amount of $409.44.I received the laptop and after a month I noticed that the battery had an issue. Sent it back to Plug Tech on May 1, 2025 and they told me that they could not do anything with the battery since an iCloud account was still active on the laptop. They sent me screen shots l of the ****** account that does not belong to me. I told them I logged out and even showed them **** by sending screenshots of my iCloud account showing that the MacBook Air was not attached to my iCloud account. They told me nothing could be done and sent it back. Plug stated that their technicians perform an intensive inspection. They sent the laptop back as of today but I cant log into, someone elses iCloud account is attached to it. Tracking number is 1ZHE95620212790864. I can forward all the emails I have between them and I.

  Business Response

  Date: 06/24/2025

  Thanks for reaching out, and Im sorry for the confusion. We were following our standard policy regarding iCloud-locked devices, which limits what we can do if an account is still active.
  That said, wed be happy to take a second look and get this sorted out. Our team will provide a return label and reach out to the customer. 

  Customer Answer

  Date: 06/24/2025

  Complaint: 23477514
  
  I have reviewed the business' response and am rejecting it because: I sent the business screenshots of my ****** account showing them that it was not linked to the computer from the beginning and that the account was not mine, they *** the laptop back to me with the same issue. Which i reached out to them last week about and they have not been helpful, i even went to the Apple Store and they told me they could not help me at the store that  i  would need submit a case to Turn off Activation Lock, the only way they would do it is if the Receipt of purchase had the serial # of the laptop, which it did not, i did inform Plug Tech about it and their customer service *** added it to the email. It's been almost a full week and i have not heard from Apple Support if the issue has been fixed. All I'm asking from the company is for them to send me a different laptop. As of today they sent me a another *** label to send back the laptop, which i will  be sending back tomorrow. Hopefully this gets resolved by the end of next week, i have boughten multiple items from them, and this experience has been unpleasant. 
  
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/26/2025

  Once we receive the device back, our team will make sure to get this resolved. The customer has confirmed they will be using our warranty process. Thanks

  Customer Answer

  Date: 06/26/2025

  Complaint: 23477514
  
  I have reviewed the business' response and am rejecting it because: I asked for a replacement laptop since the beginning and they said no, plus they wont honor the warranty on the battery since someone elses Apple ID is still on the laptop. Its all documented in my emails. I will not close the case until I physically have a working laptop in my hands. 
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 06/27/2025

  Hello, 

  Confirming that i sent the business the laptop back. Expected Delivery date by **** is Wednesday July 2nd by 9pm. 

  Thank you, 

  ****** Ponce 

• Initial Complaint

  Date:06/13/2025

  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 purchased a MacBook Air from this company for $419 + ***** (tax) the first item came in April of 2025. After a month of use, one of two usb-c ports stopped working, I reached out to them as the item is still within the 12-month warranty to have the item replaced. They sent me a replacement product only the replacement product to come without a bootable drive, meaning, didnt start-up/work and now doesnt turn on. I have contacted them to return this replacement device to get another replacement or a refund. They guarantee on their app and website that the products are inspected and sent, this replacement product was clearly not inspected as they wouldve noticed that it didnt work. Now, Im still waiting on them to send me a return label, its been three days and still nothing, I take this as a refusal to complete their task. They have lost all credibility with me and I dont want a replacement, Id rather a refund, which they state that they dont do, only store credit. I dont trust this company to send me a device that will work. It feels like a scam

  Business Response

  Date: 06/16/2025

  Thank you for reaching out. We sincerely apologize for any confusion caused during our communication.
  
  Our team has sent you a return label to ship the device back to us. As soon as we receive the item, well promptly move forward with either sending a replacement or issuing store credit, whichever you prefer, based on our policy, as the device has been in your possession for over 30 days.
  
  We appreciate your patience and are committed to resolving this for you as quickly as possible.

• Initial Complaint

  Date:05/27/2025

  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.

  Wife connected to her service carrier then a week later it got disconnected. Then she contacted the service provider and they said the phone was reported stolen. And I contacted them to get the issue fixed and they never responded back. The address i put on here is where we lived when I ordered it. But got sent to my parents in a different state.

  Business Response

  Date: 05/27/2025

  Our team has responded to this customer with a link to our return portal. We are more than willing to accept the device back per our warranty. The customer had this device for 5 months, and it wouldn't be usable if it was blacklisted. This would only happen now if a bill wasn't paid with the current carrier. But again, our team is more than willing to accept it back and see what happend here. 

• Initial Complaint

  Date:03/31/2025

  Type:Billing 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 made multiple purchases from Plug starting around March 2024 until around October 2024. I have a ******* channel as a hobbies reviewing things like phones, computers and other consumer electronics. When I made my first purchase in March 2024 I signed up for Plug's affiliate program via ******* *******. I shared my affiliate link with my ******* viewers and X following. I mentioned Plug and its products in multiple videos and live streams. At the beginning of March 2025 I received an email from ******* that Plug has disputed my payouts for the previous 30 days have been disputed due to my code being found on a 3rd party discount website (amounting to $2,233.92) and that my link/code was no longer active. ******* said disputes must be handled directly with merchants so I emailed and messaged via *******. I explained I was unaware of my code being elsewhere other than my ******* channel and X. I had not shared nor published my code anywhere else. Plug did not respond to any contact attempt via ******* or email. In late March I emailed plug again asking to speak to someone in management. I was denied a contact method via phone. When I told them it was in regards to resolving my dispute with the affiliate program they once again stopped responding.

  Business Response

  Date: 03/31/2025

  We appreciate the support and the effort this customer has put into promoting **********************. However, the affiliate code was found on a third-party discount site, which violates the ******* Collabs terms. We disputed this on ******* and they agreed this was a violation. As a result, the commissions were reversed and the code deactivated. We understand this may be frustrating, but maintaining control of the code is part of the programs requirements.