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:08/28/2025

  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 purchased a motherboard from Asus about 2 years ago and I sent the motherboard in for repairs 3 and a half weeks ago. Asus has been giving me the runaround about the status of my repairs. I've called, I've email, but they keep telling me "It's currently being worked on, call back in 2 business days". This runaround started 2 weeks ago. I just want my motherboard repaired or replaced with something similar. They said that there was a piece that was broken towards the initial stages, they sent me a quote for $45 in order to perform the repairs. I paid the quote that day.

  Business Response

  Date: 09/01/2025

  Good Afternoon,
  
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. I would like to apologize that you has issues with your RMA process and that you have been waiting for your unit to be shipped back to you. At this time I am seeing that the repair has been completed and that your RMA is in ship status. This means that it's being packaged and will be shipped out to you. I do not have the tracking number as of yet but I should have that with in 1 business day. Once I have that I will reach back out to you with the number and estimated delivery date.
  
  Thank you for your time and patience in the process.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 09/04/2025

  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.

  A tracking number was shortly provided after the initial response to this complaint and I just received confirmation from ***** that they have my board and it is expected tomorrow.

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:08/27/2025

  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.

  The ASUS V500MV computer does not come with the **** DC POWER cable that is needed to power an internal mounted **** SSD drive. The description of the computer list and states that a physical space is available for mounting an internal **** SSD drive, but without the **** DC POWER Cable it is useless.

  Business Response

  Date: 08/28/2025

  Good Afternoon,
  
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. I apologize that you are having issues with not having the **** Connectors in your box when you received your unit. After doing some research of your cases and going online and pulling up the Specifications for your V500MVC ****************************************************************************************************************************************************** it shows that the only accessories that are in the box are the keyboard and mouse which are optional. I have also seeing that the Service Manual does mention the **** cables connections and disconnection however it doesn't state that that are part of the accessory package.
  I am also seeing that when you received the parts that were sent to you there was a wrong cable sent out and that you were also sending your unit back to the place of purchase so do you still have the unit? After looking into the website that your false_adver_bait_and_switchV500MV.pdf attachment and found that this website is from ******** and the have different information outside the ***
  
  Thank you for your time and patience.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23804920
  
  I am rejecting this response because:  The vendor should include the **** DC POWER Cable as part of the computer system.   I have returned this computer and purchased a **** desktop that has all the required interface

  **** cables ( both the **** Data and the **** DC POWER Cable) included with the system so that a **** SSD drive can be connected.  I do not like the response that informed me that the **** DC Power Cable must be

  purchased ( about $8.00), talk about being cheap and not respecting the customer.
  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 09/01/2025

  Good Afternoon,
  Thank you for your time and responding to let us know that you retuned the product at this time. I apologize that we were unable to assist in sending the correct parts to you when 1st requested.  I understand your frustration at these cables not being in the box in the 1st place. At no time did I try to disrespect you as a customer and if that was how you felt that I sincerely apologize. Have a great day.
  
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 09/03/2025

  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.  However, they should be more responsive to customers.  We have other better choices like ***** HP, ACER,etc who are much better in representing their product and not take any short cuts.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:08/26/2025

  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 ordered an Asus Zenbook Duo 2024 (UX8406) for $1800 before tax and shipping on 3/9/24, and it died on me on the evening of 8/25/25. Ive been on the phone with Asus Customer support 4 times as of ****** EST on 8/26/25 with no success. Ive been trying to either get my unit replaced or get a refund, because Im a college student and laptop downtime isnt an option for me, so the 3-4 week cited repair timeline (which multiple internet sources report is on the short end) wont work. Ive gotten nowhere in any of those calls, and I feel like Im being run aroind

  Business Response

  Date: 08/27/2025

  Good Evening,
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. I apologize that you are having issues with your laptop at this time, I understand that being a student it is very important that you have a working laptop. However the ASUS warranty is for repair and only replacement if repair is impossible. After reviewing your cases I am showing that your case was escalated multiple times for a replacement and this was not approved at this time. I will be happy to start a RMA (Return Merchandise Authorization) so that you can send in your unit for repair under your warranty. The standard turn around time once received in our Repair facility is 7-10 business days, not including weekends, holidays or shipping time. Please let me know if you want to proceed with this process.
  
  Thank you for your time and patience.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23801325
  
  I am rejecting this response because: this resolution has already taken longer than I can afford to not have a laptop, and Ive purchased a replacement from another brand. I am no longer interested in a repair or a replacement, and would like a full refund.

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 08/28/2025

  Good Afternoon,
  
  I hope you are doing well today. I apologize that this process is taking so long, however I am showing that you first contact regarding this issues was Monday the 25th. Refunds are only done from the place of purchase and during the return policy which is only 30 days from date of purchase so unfortunately that is not something that is feasible at this time. I understand that repair is not what you wanted to proceed with but we are only able to do that at this time. Please let me know if you would like to proceed.
  
  Thank you.
  
  ***** *.,
  **************************************************************************

• Initial Complaint

  Date:08/26/2025

  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 an ASUS FA607PV laptop from ****** Computers and have experienced persistent GPU driver errors during gameplay, starting shortly after receiving the device. I have sent the laptop for repair multiple times, but the problem remains unresolved. Despite following all recommended troubleshooting steps, including multiple clean driver reinstalls using DDU, ASUS has failed to provide a resolution.During one repair, ASUS performed an unauthorized factory reset, deleting personal files I explicitly requested to be preserved. These files included irreplaceable evidence of important personal matters. Additionally, the laptop was returned with physical damage not present prior to service, including scratches above the spacebar, a stain above the power button, and damage to the screen bezel below the webcam. ASUS did not acknowledge or prevent these damages.Repeated Failures and Negligence:ASUS has failed to replicate the original issue during service, relying instead on formulaic diagnostic steps such as FurMark stress tests, DDU reinstalls, and HDI image restores. I explicitly requested escalation four separate times, all of which were ignored. , despite my laptop being in transit at that time.Professional recommendations from ****** Computers suggested a replacement laptop due to persistent issues. ASUS has ignored these recommendations and refused all requests for a replacement or upgrade, demonstrating negligence and failure to provide competent service.Impact:My laptop was returned in worse condition than when sent.I have lost personal time, enjoyment, and financial investment.The unauthorized reset destroyed important personal data, causing emotional distress.Desired Resolution:I request that this complaint forces ASUS to provide a replacement laptop or an upgraded model of higher market value if the issue is not resolved on the next repair attempt.

  Business Response

  Date: 08/27/2025

  Good Afternoon,
  My name is ***** *., and I am seeing that you reached out to the BBB portal for assistance. Your case has been escalated to and taken over by our ********************** team, please respond directly to their emails that are sent. Any contact through different channels may delay a response as we are required to pass your case back to the team that is handling it.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23797909
  
  I am rejecting this response because: This case has been "escalated" several times with absolutely zero help. It's also been handled by the said team, and well my laptop is still broken. They do this every single time I try to get a supervisor for example. I get rejected over and over every time I ask for a replacement laptop even thought it is a reasonable compensation.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 08/28/2025

  Good Afternoon,
  Thank you for your response. I understand your frustration at this time, I have heard back from the Canadian Support Supervisor and was informed that they have reached out to you to gather additional information needed for analysis, which will allow them to work with the Technical Support Team for the next steps toward resolution. They are waiting for your replies as you have stated that you are asking for patience as you are dealing with other things. Once you respond back to them we should be able to move forward with you case.
  
  Thank you
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23797909
  
  I am rejecting this response because:
  This will make it my third time to send it back, and I just do not trust them at all. Keep in mind my laptop came back with a scratch above the spacebar. And you can obviously see then avoiding my replacement request just like the other time. I would like to keep pushing.
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:08/21/2025

  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.

  I placed an order (ORDER #***********) for a desktop on July 6, 2025. The computer was delivered on July 14, 2025. Upon unboxing it I heard a clicking noise on the small form factor desktop. There were also small parts in plastic bags. I ordered a PC that that was supposed to be built. I called support and after trouble shooting i was told to return it and that a replacement could not be sent before a refund. I sent the item back and it was delivered on July 31 to ASUS. I was told by customer ********************** that the ********************** would be inspected in 3 to 5 days and then a refund issued in 3 days. It is now 21 days since ASUS received it and a refund has not been credited back to my credit card.

  Business Response

  Date: 08/21/2025

  Good Evening,
  
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. I hope you are doing well today. I apologize that you are still waiting on the refund for your returned online order. I can understand that this can be frustrating. t will be my pleasure to assist you with this today. I have escalated this to get the date for your refund and will reach back out to you within 1 business day.
  
  Thank you for you time and patience during this process.
  
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23778683
  
  I am rejecting this response because: The response is the same response I have received before the complaint with the BBB and does not resolve the matter. Actions speak louder than words. I have been promised to get the refund in the next business day. I shall wait. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 08/25/2025

  Good Morning,
  I hope you are doing find today. I am reaching out to you to let you know that a refund was submitted on Friday 8/22/2025. Please allow your back a few business days for the funds to be allocated.
  
  Thank you for your time and patience during this process.
  
  ***** *.,
  **************************************************************************
  

• Initial Complaint

  Date:08/18/2025

  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.

  I purchased the ASUS Zenbook DUO in late December 2024, it was delivered in early Jan, 2025. Everything worked great until April, when the bottom screen stopped working. I went through the tech support process and it was determined that I would need to send the computer in for repair which could take around ************************************ According to folks on line, this is a common issue with this laptop model, and the remedy is to replace the mother board. I own a business, and I'm in school and this laptop is used for both. After multiple calls and online support sessions, ASUS agreed to send me an advanced replacement, which means they put a hold on your credit card for the amount of the laptop ($1700USD in this case) and send you a new/refurbished model as a replacement. Once you load all your info on to the replacement, you keep that unit and send the defective unit back to ASUS. I went through this process and received a damaged replacement unit and they charged my credit card for $1700. This led to a new host of phone calls and chat sessions with ASUS and it took me a week to get the charge removed even though I had already sent the defective advanced replacement back to ASUS.I am currently in a position where i'm back to square one, with a broken laptop and about 25 hours of my life over the past 4 months has been spent trying to get my broken laptop replaced. Every time i contact ASUS, the process begins again and my issue never gets resolved. At this point i just wish they would refund my original purchase so I could purchase a laptop from a different company. This has been such a waste of time, energy and money and ASUS does not have a customer support system that is robust enough to help customers in my situation.

  Business Response

  Date: 08/19/2025

  Good Evening,
  
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. I would like to apologize for the multiple *** issues that you have had up to this point. I see that your have been inContact without Chat line regarding a advanced replacement. I am seeing that this was approved, and it will be for a NEW in box Notebook at this time. If this is acceptable, I will be happy to start the *** and get this process started for you.
  
  Thank you
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/20/2025

  Better Business Bureau:
  
  

  I am happy with the proposed solution of replacing my broken laptop with a NEW unit. 

  Please relay to ASUS to have them contact me at ******************************* I am unaware of how to continue dialogue with ASUS within the BBB messaging system. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:08/16/2025

  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.

  My ASUS router stopped working within the warranty period. I attempted to use ASUSs online support chat, but when I entered my serial number, I repeatedly received an error message directing me to contact Best Buy for warranty support. Best Buy stated they had no information on the matter and referred me back to ASUS.I called ASUS support and was given an RMA number and instructed to fill out an online form. When I attempted to do so, the form again rejected my serial number with the same contact Best Buy message. I called ASUS support again, and this time they created the form on their end and provided me with a shipping label.I shipped the router, and four days later received confirmation that it had arrived and was being repaired. I later received another notice stating that service was completed, but the router could not be repaired and that ASUS would be contacting me regarding a replacement.That was 12 days ago. Since then, I have not received any further communication from ASUS about the replacement. When I called support again, the call quality was extremely poor and made it difficult to confirm my case number. The agent said they would escalate the matter, but I have still not received any update on when or if I will receive my replacement router.Desired Resolution:I would like ASUS to follow through with the promised replacement of my router under warranty and provide clear communication on the status of the process.

  Business Response

  Date: 08/18/2025

  Good Afternoon,
  
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. First I would like to apologize for the delay in your RMA replacement at this time. I will be happy to assist you with this. At this time we would like to off you a New in box Router:
  
  RT-BE82U
  90IG0990-MA1B0T (NIB)
  **********************************************************************
  Please let me know if this is acceptable? Inventory does go fast so once you let me know we will be able to accept this model to get ready for shipment. The standard turnaround time is 7-10 business days not including weekends, holidays or shipping time.
  
  Thank you
  ***** *.,
  **************************************************************************

  Customer Answer

  Date: 08/18/2025

  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/14/2025

  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 ASUS Gaming Monitor from *******. The serial number is ************. I got this for my daughter whos battling cancer. I wanted to treat her to something nice so I built her her first gaming PC. The monitor got hot and shut off. Hasnt worked since. I tried different troubleshooting steps and nothing worked. So I contacted ASUs for an advanced replacement. I told them what I did for my daughter. I explained the issue. I asked them for a replacement monitor to be sent to me along with a return label so I can use the box of the replacement to send the messed up one back to them. The chat person said they escalated it and I would get a phone call or email within 2 business days. I havent got any response se. So I got back on chat with them and this chat person said to my out in a call back request and nobody still has got in touch with me. All I want is a replacement.

  Business Response

  Date: 08/15/2025

  Good Afternoon,
  
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. First and foremost I would like to apologize for the issues that you are having with your newly purchased Monitor. This is not something that we find acceptable and it will be my please to assist you to resolve this.
  
  I see that you have spoken to someone regarding a replacement due to the fact that the place of purchase didn't have any more product you purchased available at that time. I will be happy to start this placement process however I see that your last email stated that you were not able to do a credit card hold for the **** that will be removed once you send back the original unit once you receive the replacement. The only other option that we have is to send you a prepaid ***** label and have you send in the Monitor and once received we would send you out the replacement at that time. The standard process time once received in our repair facility is 7 to 10 business days, this doesn't include weekends, holidays or shipping time.
  
  Please let me know how you would like to proceed at this time.
  
  Thank you for your time and patience during this process.
  
  ***** *.,
  **************************************************************************
  

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23749745
  
  I am rejecting this response because: I asked them to send the replacement along with the label so I can use the box the replacement comes in because I no longer have the box. I will also look into filing a consumer affairs complaint as well. All that I am wanting is a replacement sent to me and I will put this monitor in the replacement box and I will hand it to the delivery driver the moment I get the replacement. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 08/18/2025

  Good Evening,
  I hope you are well today. Thank you for your quick response back, I would like to get this RMA process started for you However I am unable to just send out a replacement without you accepting a Credit Card hold that will be released once we receive the original monitor back. This is the only way that we would be able to process this replacement if you do not want to send in the unit before the replacement. I will be more than happy to send you the prepaid label and instructions on sending in the unit, but you will be responsible for the packing material, you can also use the box the Monitor came in when you purchased it.

  The only other option is if you are still within your return policy ***** period you may want to go back to the place of purchase and check to see if they have any replacements yet.
  
  Thank you
  ***** *.,
  **************************************************************************

• Initial Complaint

  Date:08/10/2025

  Type:Sales and Advertising 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.

  Someone is fraudulently using my Acima leasing account to purchase items from your website the only information I have right now is the lease# ********, I will be calling Acima tomorrow as its Sunday today to also notified them, I will be going to my local police department tomorrow as well to file a police report, and I had to write to the Better Business Bureau so this can be handled expeditiously so please cancel this order as I have never heard of your company until I just received an email showing your name and lease# with an approval amount up to $760. I also tried chatting with your company to find out its closed and I tried completing a form on your website, but the ******* wasnt allowing me to submit the form it kept saying what I saw and entered was incorrect. Please contact me as soon as possible and thank you in advance. I have attached the Acima email below that I have not applied for nor authorized. Unfortunately this is the second fraud on my ***** account in two days, I told Acima my account has been hacked and wrote the Better Business Bureau on them as well, it seems when I get the police involved this should stop for me. Ive been a good loyal customer of ***** for about 10 years or more and *** never had fraud happen to me.

  Business Response

  Date: 08/12/2025

  Dear ***** *******
  
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. First and foremost I would like to apologize that you are having this issue and We will review and research the issue you have reported to us and take any actions needed accordingly. In the future please ensure that you only contact official, verified support number for ASUS. You can go to our website, ****************************************, to ensure you are contacting us directly.

  Thank you,

  ***** *.,

  **************************************************************************

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23727747
  
  I am rejecting this response because: I appreciate the quick response, but Ms. ***** didnt provide her contact number or any number to reach the company ASUS, when I Googled the company prior to writing to the BBB, many options came up. Also I would need to know usually how long will it take to cancel the fraudulent order with your company, because I dont need anything delivered to somebody with my name attached to it. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 08/14/2025

  Good Afternoon,
  
  Thank you for reaching back out. I have added my email on the bottom with my signature, cl-*********************************************** you can contact me there. I apologize but this seems to be a 3rd party selling/leasing ASUS products, and is not a charge from ASUS directly. If you can provide the following information we can provide this to our online service department to see if they can attempt to locate an order.
  
  ?Full Name
  
  ?Charge Amount
  
  ?Date of Transaction/Charge
  
  ?Telephone Number
  
  ?Email Address
  
  ?Last 4 digits of CC number charges appear on
  
  ?The best course of action is for you to dispute the charges with your financial institution and find out next steps for their security.

  
  ?Thank you.
  ?***** *.,
  ?cl-***********************************************

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23727747
  
  I am rejecting this response because: its fraud against me, I provided to you all the only information I had including the lease approval number on the attachment. I wanted to notify this company so they wouldnt send the items out because its fraud. I have notified Acima and they are working on it on their end as well. Im confused the thieves used this company to buy items without my knowledge nor permission, thats why I sent this BBB complaint so the company can contact me, since I have no information on how to reach them, why wouldnt the BBB send this to the company to assist me? 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/09/2025

  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 had ordered an Asus Z13 tablet/laptop from the Asus website on June 20th 2025. After over a week I did not receive any updates on the order status or shipping. I requested to cancel the order which I got the run around and the usual response of we will get back to you in 1-2 business days. Its been nearly 2 months since the order was canceled, ASUS is acting like I returned the item when in fact I never was shipped the item and they cannot provide any tracking information. I requested the refund every day with the same bot response of we will get back to you in 1-2 business days. I have proof from their online chat that they say the order was cancelled but they never refund. I have proof from their online chat order page that the order was returned even though I never received it. This is at this point criminal the way they are handling it and I feel as though I am being screwed over with nowhere to turn. I have dozens of emails from ASUS stating they are working on a refund for the past 45 days but they never actually refund.

  Business Response

  Date: 08/11/2025

  Good Evening,
  My name is ***** *., and it will be my pleasure to assist you. I will be your point of contact moving forward. Please make sure that you are responding to my email as I am the highest level of support and other departments do not have the access that I do to help resolve your issues. First and foremost I would like to apologize for the issues that you have been having with your online order and getting the refund. I understand that can be frustrating and I will assure you that I will assist in resolving this issues for you.
  I have reached out to the online service department at this time and requested an update, I will reach back out to you in the next 3 business days. If I hear back sooner I will reach out at that time.
  
  Thank you for your time and patience while I research this for you.
  
  ***** *.,
  ************************************************************************** here...