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Business Profile

Electronics and Technology

Plug

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronics and Technology.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 51 total complaints in the last 3 years.
  • 16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/11/2023

    Type:Delivery Issues
    Status:
    Answered
    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 ordered a MacBook Air from plug on June 26, 2023. Ups claims to have dropped the package off but I cannot find it anywhere. I contacted plug and they said they would send me another one but I was never reached out to about another one being sent. I opened an investigation with plug then waited a few days. I contacted them again just wanting my money back and I they told me I needed to fill out another form in which I have already filled out. I kept begging for my money but they just wouldn’t give it back. Also, it is posted on their website that 30day returns are excepted. My tracking number from ups was ******************* This MacBook ended up costing $345.59.

    Business Response

    Date: 10/03/2023

    According to our policy, if a package shows delivered and a customer claims to not receive it. We have them fill out a sworn statement and we open a case with **** We asked the customer to fill out the sworn statement and they said they already did. We have no email history of this so we asked them again. We received nor esponse. Once this is done, we would be more than happy to resolve it and send a replacement package. We have attached this email history. 

  • Initial Complaint

    Date:06/20/2023

    Type:Delivery Issues
    Status:
    Answered
    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 laptop from this company they shipped me the wrong one and when I send it back they never expedited my shipping to over night and I received a scratched up laptop I’ve even tried to reach out through the Instagram website and no reply I guess they got fed up with me all I want is the difference

    Business Response

    Date: 10/03/2023

    The first order we sent the Customer was the wrong macbook, we sent a replacement and the customer claimed it was not in good condition. We accept accountability for these issues and addressed it with our shipping team. We did follow our policy and offered a replacement or refund. The customer wanted us to issue a refund and they keep the device. This was unreasonable as the order total was $664.53. We followed our policy that is visible and transparent on our website. We would still be willing to accept the device back and send a replacement. 

  • Initial Complaint

    Date:05/12/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Hi Purchase from website order number *******
    I bought these 4 phones with excellent condition
    but when i open and check the battery status it is 86% it is excellent condition??????
    Then I requested the return, and drop off the package
    *********************************************=**********************=en_US&requester=ST/trackdetails
    Then the tracking still no update.
    I called UPS, UPS told me the package might be lost, they ask me contact plug tech for help. And ask plug tech to contact UPS or file a claim. Because the return label i cannot make the claim.
    I reach out plug tech so many times and never got any update

    Business Response

    Date: 10/03/2023

    We issued the refund for the customer on May 22 2023

  • Initial Complaint

    Date:04/23/2023

    Type:Delivery Issues
    Status:
    Answered
    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 ordered a macbook 04/20 and did express shipping. Package was supposed to be at my home on 04/21. I have not received it. They tell me to check with **** *** said they have not even received the package . A shipping label was created but no package? Really? I just want my refund. I dont like to play games. Just give me money back. I dont want exchanges or anything. I want my 387 Im owed

    Business Response

    Date: 10/03/2023

    Customer claimed that we sent the package to the wrong address. Our system automatically updates the label to the address provided when an order is made. We also provided them with the *** scan of where the package was scanned out. We attached that to this inquiry. 

  • Initial Complaint

    Date:03/27/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Broken Equipment The equipment was purchased on 12/16/2022 as a Christmas gift Expressed to the company the damage discovered on 12/31/2022 *********** offers a 1 year warranty but the warranty doesnt cover damage to devices caused by delivery

    Customer Answer

    Date: 07/31/2023

    Thank you for reaching out regarding the matter pertaining to the company "Plug". The matter has since been resolved in amicable resolution

  • Initial Complaint

    Date:03/04/2023

    Type:Product Issues
    Status:
    Resolved
    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 laptop that seems faulty. since I got the laptop my bank information was stolen on three separate occasions. the plug tech business had/has faulty devices and should be checked more thoroughly to avoid scams in the future.

    Customer Answer

    Date: 07/24/2023

    I haven't received any further communication from them but only because I blocked them.

  • Initial Complaint

    Date:01/19/2023

    Type:Product Issues
    Status:
    Answered
    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 on Dec 16 and received my item on Dec 21. I attempted to set the phone up on Dec 26, but this company sent a product that was defective. I contacted them on Dec 27, and they issued me a return label. The item was shipped back on Jan 3 and received by them on Jan 6. They haven't refunded my money nor have they sent a replacement. I filed a complaint with ******, and the company offered a full refund as soon as they received the item back. I updated tracking in ****** in the chat feature (which I have screenshots of the conversation), but the ****** agent did not update this tracking in my account. Further, I have now filed a complaint with ******** ********

    This company should have the moral and ethical fortitude to honor their guarantees! They owe me $499.99 that needs to be refunded immediately, especially since they have my money plus the faulty item!!

    Business Response

    Date: 02/01/2023

    We appreciate your response to this issue!  We are fully transparent with our 12 month warranty that is visible on our website and communicated by our team.  When the customer received this device, they reached out claiming they had an issue with their device. Our team provided a prepaid return label to return it for a full refund or replacement, the customer instead filed a charge back on ******. Since the chargeback is pending we are not able to process the refund until it is resolved!

    Customer Answer

    Date: 02/01/2023

    Complaint: ********



    I am rejecting this response because:



    The company ignored all correspondence I sent prior to filing the ****** claim. They only responded once the ****** claim was opened. Further, they agreed through ****** to refund my money once they received the item back. They received the item back almost a month ago and haven’t refunded. I’ve since had to file a chargeback with my credit card. NEVER do business with this company. All they have to do is admit they should issue the refund, and they won’t. Honestly, all I wanted was an exchange for a product that worked, but, again, they ignored all of my attempts to communicate with them and left me no choice but to file a ****** claim. Crooked, crooked company!



    Sincerely,



    ***** ******

  • Initial Complaint

    Date:12/08/2022

    Type:Delivery Issues
    Status:
    Answered
    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 paid 299.99 for a phone with 2 day shipping and it hasn’t been delivered to me yet and I have had multiple conversations with them they said they shipped it to ups and I called ups and ups said they never received my package and that they opened an investigation to try and locate my package and plug tech said they would issue me a refund as soon as ups closed the investigation

    Business Response

    Date: 12/21/2022

    Thank you for making us aware of this! The customer's original order was lost with ***. Our team quickly processed a replacement and the replacement was delivered to the customer. 

  • Initial Complaint

    Date:11/16/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Ordered an Ipad Pro and Apple Pencil 2nd gen on 11/10/2022 received items on 11/14/2022 . Started ipad and it became extremely hot, the apple ******* that i was told was compatible with said ipad is not compatible. Had to get special permission to return it, which i did. went to exchange items for a new ipad and the correct apple pencil, i get the following problems return refund they want to charge me a restoking fee for defective merchandise, try to exchange it and i get a 422 error which i am told they site is up and running they have no problems even thow i send a screenshot of it to them and they reply is are you trying to do a return, or i get a new shopping cart or it goes into a payment mode for me to pay for the exchange. have chatted with Mutiple agents and they say they have sent it over as urgent customer service matter and there is nothing in their que at the moment with still no response, they will not give you a phone # to contact to get this resolved. They guarantee there products full refund 30 days and a 12 month warranty. I think they are giving me the run around for 30 days so they are not on the hook for it. Poor customer service. I have even asked if they could set up a manual return for the defective items and when the receive my items for them to exchange it for the new ones, but as of yet no response.

    Customer Answer

    Date: 11/29/2022

    Please **** this complaint as resolved as of today plug technologies has made good on my order and refunded and replaced what needed to be. Thank you very much
    *******************

  • Initial Complaint

    Date:08/22/2022

    Type:Delivery Issues
    Status:
    Answered
    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'm very disappointed with the customer service I’ve been experiencing for the past 4 months. I purchased a phone [***** ******] and within 3 days it said it was delivered to my campus apartment, which was April 26th. Soon as I saw the notification, I went to check my mail and nothing was there. I asked management in my building to look and they couldn’t find anything either. I contacted chat support on their website on April 27th AND sent an email, and chat support said I would be emailed back about this within a few days, & that never happened. I decided to contact chat support again asking for updates and all they would tell me is they don’t have any because they don’t handle these stolen/lost item cases, but that they will mark my message as “urgent” and someone should get in contact with me via email. This went on for 4 MONTHS, where I would go on the chat every week asking for updates and no one would tell me ANYTHING. I finally got an email from higher ups that handle the lost/stolen item cases but they refuse to help me because I should've reported this all within 3 days of the delivery, which I did. UPS cannot open an investigation because I was supposed to open it on my end within 60 days of the delivery, which again, no one from the company told me about even though I asked since April for them to let me know if there's anything I can do on my end. I am still to this day emailing back and forth with them and they refuse to answer my questions or even provide the "proof of delivery" that apparently UPS has yet I never have seen. It seems like PlugTech is putting the responsibility of this lost/stolen item on me even though I NEVER received it and Plug never made an effort to contact me for months, thus neglecting me as a customer actively seeking answers for months. I don’t know what else to do. I'm a college student struggling financially and this company is refusing to take responsibility for their lack of communication, professionalism, and negligence.

    Business Response

    Date: 11/01/2022

    It looks like your order was refunded on August 22nd by our claims team. We apologize for the inconvenience on UPS’s side. Since they claimed the device was delivered with proof, it took them a few months to move forward with your claim. On our end, it looks like everything was refunded.

    • Plug is NOT a BBB Accredited Business.

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