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Business Profile

Online Retailer

Framework Computer Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 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:03/11/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 a modular laptop from them. Package had collapsed corner from shipping. Spent time constructing it. Screen was cracked upon first use. Contacted customer support and they did not cover it even though they ship:1. Without any protective packing like peanuts, bubble-wrap etc against long fragile materials 2. They clearly saw the collapsed corner of the box.

  • Initial Complaint

    Date:10/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 laptop from Framework Computer Inc. I spent almost $1800.00 on the product. Prior to the order being shipped, I tried to Cancel the order on the website. It had a cancel button on the website but it was disabled. I then emailed support to try and cancel the product prior to it being shipped. I received a response that unfortunately the order could not be cancelled but it could be returned for a refund once received. I received the product. I tried it out and I am not satisfied with the product. It definitely isnt worth the money spent. I would like to return the product for a full refund to my original payment method. Support with this company is email to email. You cant talk to a representative. When you call the number it refers you to support by email.

  • Initial Complaint

    Date:06/26/2024

    Type:Product Issues
    Status:
    Unanswered
    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 computer with multiple accessories, including a Graphics Processor Unit (***). I received it June 10, 2024.The ***'s description reads: Slide the Graphics Module in for a massive boost in gaming, creation, and simulation performance. This is accompanied by a video of someone easily sliding the unit into the laptop (viewable at *******************************************************************). In reality, installing the *** requires a screwdriver and disassembly of the turned-off laptop (opening the unit, taking apart the keyboard and trackpad, removing several screws from inside, and s******* in a new part to connect the ***). The item's video and written description both materially misrepresent the product and its ease of use. I emailed Frameworks on June 10th to return the ***, as per their stated returns policy: "You'll have 30 days from the ship date to return Framework products, unless otherwise specified in the product listing." (Full return policy is viewable here: *************************************************************************************************)On June 14th, a Framework employee rejected my request, writing: It is possible to return items that are individually listed line items on the order, for example, the **** Storage, and Expansion Cards on a *** order can be returned individually. Items that are part of the Stock Keeping Unit (SKU) cannot be returned without returning the entire SKU. This means that the Graphics Module and Power Supply would be considered a part of the *** SKU and could not be returned individually. (I have uploaded a .pdf of our entire email correspondence: *************************************************************************************)There was no explanation at any point in the purchase process that the *** would not be individually returnable. As such, their refusal to accept my return violates their own return policy. I'd like them to correct the *** description and their return policy.

Framework Computer Inc. is NOT a BBB Accredited Business.

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