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:28/01/2025

  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.

  This pc building/fixing company wantingly and knowingly sold us a $3,000 pc that is over 2yrs old & was already fully out of date & non updatable BEFORE it was sold.(Pictures, proof and receipts included)There was No warning, no "heads up", no literature online or in person giving us any clue that it was already outdated, thus limiting it's future compatibility and functionality.The owner either used illegal software or mods/scripts/hacks to circumvent ********* policies and installed an already outdated operating system that is Non compatible with the hardware inside of it presently or simply didn't care to update/upgrade the pc Before sale and then be honest to anyone purchasing it at a later date.Had we actually been informed in any format Prior to purchase (as any honorable buisness would) we simply would Not have purchased this particular *******, we called to get assistance (jan 27/2025) & was told "No problem we can easily fix that, just bring it in"So we (my ************** brought it in (jan 28/2025) and when we arrived we were almost immediately verbally assaulted, insulted, undermined, ignored & told to leave when the owner himself Refused to help.The only solutions offered was:To fully alter/swap out the inside components of the pc to inferior parts and charge us additional money potentially into the thousands.Or Accept only a "partial refund"...not full.Or Spend an Additional $7,000+ to properly upgrade to the same hardware...but new.Or Talk to **** **************** was purchased Nov 9 2024 and was already outdated by Oct 8 2024.They knew this yet said nothing even though their website clearly states..."We debloat/remove all preinstalled junk + manually test and apply performance tweaks + install latest drivers and updates :) "The ONLY solution we can see is a FULL and COMPLETE refund back to the original form of payment...and the pc will happily be returned in perfect condition After receiving a confirmed Full repayment.

  Customer Answer

  Date: 10/02/2025

  As of...Monday February 10th, 2025

  To date we have not received or heard any response from the company regarding a full refund in regards to the sale of an outdated and only partially functional desktop computer.

   

  K&K ******

  Business Response

  Date: 21/02/2025

  Dear BBB Representative,
  
  Thank you for allowing us to address the concerns raised by **** & ***** ******. While we strive to resolve disputes amicably, we must respectfully clarify inaccuracies in the complaint and provide critical context to ensure a fair assessment.
  
  1. Transaction Overview & Product Specifications

  The customer purchased our ***** dual-Xeon workstation online on November 9, 2024, at 5:48 PM. This transaction occurred independently, without consultation with our team, as the customer selected the system directly from our website. In other words the purchase was made of their own free volition without influence or recommendation from ourselves. 
  The *****s technical specifications, including its dual-Xeon CPU configuration, clearly indicated its highly specialized nature. Such workstations are designed for enterprise/compute-heavy workloads and appeal to users with advanced technical needs. At the time of sale, the system was configured with the latest Windows 11 updates, drivers, and firmware applicable to its hardware.
  

  2. Clarification of Website Claims

  The customer referenced a statement from our website: We debloat/remove all preinstalled junk + manually test and apply performance tweaks + install latest drivers and updates :). This language was not part of the ***** product listing at the time of purchase (see attached screenshot of the original listing). This policy was added later to other product pages and does not necessarily retroactively apply to the ***** listing. 
  

  3. Warranty & Post-Sale Support

  Our website explicitly states that all PC sales are final, with a 60-day hardware guarantee. The customer did not purchase an extended warranty. Despite this, when they contacted us on January 27, 2025 (79 days post-purchase), we voluntarily offered support outside our policy, acting in good faith. We provided a range of potential solutions to the customer although none were to their satisfaction. 

  4. Allegations of Misconduct

  Claims of verbal assault or refusal to assist are unequivocally false. Security footage from January 28, 2025, confirms our team remained calm and professional despite sustained hostility. The customers party became aggressive, invaded staff members personal space, and disrupted operations, necessitating their polite removal (although they refused to leave) after an hour of unproductive discussion.
  Subsequent threatening social media messages (e.g., allusions to physical confrontation) required us to block the customer to protect our team. A witness present during the initial interaction later contacted us to express support for our staffs handling of the situation.
  

  5. Technical & Policy Clarifications

  Software Compliance: Windows 11 was installed using *****, an industry-standard tool, with full compliance to Microsofts licensing terms. Accusations of illegal software are unfounded.
  Hardware Compatibility: Microsoft alone controls OS requirements. While we ensure systems are updated at the time of sale, we cannot guarantee indefinite compatibility with future updates.
  Hardware *************************** utilize enterprise-grade components valued for stability in professional settings, not consumer-grade latest generation hardware. The *****s specs were transparently listed, and its performance capabilities remain consistent with its advertised purpose.
  

  6. Final Remarks

  We deeply regret the customers dissatisfaction but stand by our policies and actions. Their demand for a full refund contravenes our clearly stated final-sale terms, which they acknowledged during checkout. We extended support beyond our obligations, including post-warranty assistance, and proposed reasonable solutions that were rejected.
  We remain open to discussing repair/upgrade options should the customer engage respectfully. However, we cannot acquiesce to threats, harassment, or attempts to circumvent policies through intimidation. Our 74 five-star reviews reflect our commitment to client satisfaction, and we will continue upholding this standard while ensuring the safety and integrity of our team and business.
  

  Sincerely,
  ******* ********
  Alexandria Customs
  *************************************************************

  Customer Answer

  Date: 26/02/2025

  Complaint: 22869777
  
  I am rejecting this response because:

  They did offer over the phone support to make the mini screen display the proper information and additionally a one time in store assistance to get the same mini screen which the owner "claimed" worked (which it did in fact Not work) working.(He used programs specifically only known to him in their operation and was ignorant and condescending during that interaction as well)

  There still was No information provided BEFORE sale to let us "the consumer" know that the operating system included with the pc was already a full month Past the deadline to update it.

  Which is an issue solely responsible of the store/staff to rectify. ie. The owner and staff not only should have checked but also rectified the issues and/or warned us about it BEFORE selling it to unsuspecting customers...as if we had known Prior to purchase...we would NOT have wasted our money on this pc.

  This was an issue they knew about but obviously didn't care to tell us before they dumped it upon us knowingly...they just wanted it sold.

  Also, the "claim" that it was my wife and father who got belligerent and crossed the line of personal space and professionalism are completely and 100% untrue and unfounded.

  Provided they have not altered/doctored the security footage any person would/could clearly see that it was in fact the owner of Alexandria Customs himself that was aggressive,  insulting and belligerent the entire time.

   

  The facts stated by his employee in reply to this case are entirely untrue.

  The owner knew what he was doing when he sold us this pc hoping we would not be smart enough to notice.

  It was a planned scam from the beginning.

  
  Sincerely,
  
  K & K ******

  Customer Answer

  Date: 26/02/2025

  When my father (75+ yr old man) was attempting to get advice, ask questions and resolve the issue...the owner was ignorant, belligerent, condescending and insulting WITHOUT explaining anything or even attempting to answer any questions.

  Instead deferring the issue to **** ***** (the owner/inventor of *********)

  When my father attempted to speak he was cut off, insulted and ignored....to the point the owner kept walking away and pretending they simply didn't exist.

  How this employee (who responded to the BBB) is trying to spin the story is Entirely false.

  Proof/Example: if you check the stores online profile...tiktok, Instagram, etc

  The owner Constantly insults and belittles customers in regards to them and their pcs that are brought in for repair/cleaning...calling them disgusting, idiots, morons etc.

   This is simply how he is.

  The proof is there...online....for all to see.

   The owner is a narcissistic bully and he's just upset that we caught him and are willing to call him out on his deplorable behavior and treatment of us and my elderly father.