Complaints

This profile includes complaints for PCOnline's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PConline365

  700 Prides Xing Ste 202W Newark, DE 19713-6109

• 

  PConline365

  1800 Ogletown Rd Ste B Newark, DE 19711-5474

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:01/08/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 was sold a used laptop advertised as new with an expired warranty. In less than a year hardware failed on a 1k dollar laptop. When I called lenovo they informed me the warranty was expired as it had been activated 7 months prior to my purchase. I was sold a defective and used device with no warranty as new. This is false advertisement, fraud and theft. This is a common practice to them based on their Google reviews.

• Initial Complaint

  Date:11/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  PC ONLINE will not return my property and will not answer phone calls or email,

• Initial Complaint

  Date:07/12/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 the computer in April of 2024. The computer described on Amazon is not the computer sent by the company. i found out after the computer had crashed and talking with HP tech support that the computer had been modified, HP advised that this voided any warranty with them and to contact the seller - I contacted Amazon and was advised this was a third party seller.
  
  I am not sure what is on the computer and what modification it had prior to sending - I am taking to geek squad prior to returning in order to figure out what was installed or what information was transferred.

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 supposedly “new” Acer Aspire 5 laptop from PC Online through Amazon in November 2020. It was a backup computer that I rarely needed to use. I’ve just begun using it daily, as I’m taking a class and no longer have a primary computer. In the first week it has crashed again and again causing me to lose work and to fall behind in my studies. I took it to a repair shop. They opened it up and saw how clean it was because it hasn’t been used but said it appears to have been tinkered with as it has 2 sticks of RAM each from a completely different manufacturer and each is a different amount of RAM. They stated that a new computer would not appear this way but would have the same manufacturer and same amounts of RAM, and that this should have been disclosed when I purchased it, however it wasn’t. I haven’t needed to use this laptop until now so sadly, this was not discovered upon buying it in late 2020, so Amazon no longer has a window in which to resolve the issues. I’ve reached out to PC Online requesting a refund and return but have received no response. Amazon has reached out on my behalf as well. This is fraud and Amazon should no longer allow this seller in their network.

  Business Response

  Date: 09/26/2023

  Hello,
  
  Thank you for contacting us. All of our products are brand new and directly shipped from manufacturers. Since we sell computers with professional upgrades and customization. The manufacturer box will be opened by our engineers for customizing and testing. Defects & blemishes are significantly reduced by our in-depth inspection & testing. We are sorry that your laptop has passed the warranty time window. But we do provide third party technical support service. Please reach out to us and we will provide further help as soon as possible. You could directly contact [email protected] or call ************ for more details.
  
  Thank you,
  PCOnline
  
  

  Customer Answer

  Date: 10/02/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,
  Complaint ID: 20652964I’ve  attached a summary of the findings from the technician upon taking this purchased but unused laptop in for repair.  Again, while this laptop is no longer under warranty, it was new and mostly unused, as it had been a backup laptop only, from the purchase date until now.  They advised that strain placed on the laptop due to the different amounts of memory that were installed by PCOnline warrant the purchase and installation of a new RAM kit containing equal amounts of memory and from the same RAM manufacturer.  They recommended Best Buy or other computer parts stores.  This is extremely frustrating and is unacceptable, as it only further adds to the cost of the laptop when this should NOT be something I need to correct or pay for. If this laptop was truly new, there would be no issue and this would not have been the repair technician’s unacceptable finding.  Please promptly correct this at no further cost to me.  Your company should be willing to provide me a refund, at least partial, for the faulty product you have passed off as new and in good repair.  It was $700 of my hard earned money and that cost is growing due to your non-disclosure.  Had you disclosed this, I would not have purchased the laptop at all. 
   
  
  
  
   

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  PC Online Sold me a "new" laptop through Amazon on March 24, 2023 which was actually refurbished. I did not find out until August 4, 2023 when the wifi stopped working and the manufacturer said the computer had been purchased in July 2021. When trying to contact them through Amazon they gave no response.

• Initial Complaint

  Date:07/01/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 2022 Asus Tuf A15 from this seller on Amazon, the purchase included a SSD upgrade.
  Everything was fine at first but within a short time period the optional SSD failed. I tried numerous times to contact the vendor and never received a call back. Amazon contacted the vendor no reply back. I contacted Asus and was told that they would not repair under warranty as the unit was modified with the extra SSD. I decided to repair it myself.
  During this process I found that I actually received a 2021 model not 2022 as advertised. (see attached image) I verified the model year from Asus website.
  The SSD they optionally installed was a cheap "generic" model not intended for a gaming environment.
  I replaced the failed drive with a real gaming drive and everything works fine.
  I also found out this is a chinese based company NOT United States as their "official" website states.

  Business Response

  Date: 07/03/2023

  Hello,
  
  Thank you for reaching out to us. We have noticed that the screenshot you shared does not correspond to our store/product. We kindly request you to provide us with more details regarding your concern, including your order information. If you have any inquiries, please feel free to contact us directly at [email protected].
  
  If you did purchase your laptop from the PCOnlineUS Amazon store, we assure you that we are here to assist you. Our products are all brand new and sourced directly from manufacturers. As we specialize in offering professional upgrades and customization for computers based on your requirements, our engineers may open the manufacturer's box to perform these upgrades and conduct testing. We only make changes to the components if you have specifically requested an upgrade. For these products, we also offer third-party warranty if your order is still eligible. If you have any questions or concerns, please inform us, and we will promptly provide further assistance.
  
  Furthermore, we want to clarify that PCOnline is based in US, and not in China. Both our headquarter office and fulfilment center are located in Newark, Delaware. We value your business and greatly appreciate your feedback.
  
  Best,

   PCOnline Team

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20264402

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:10/20/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Purchased a "new" Dell Inspiron 16 Plus from PConline365 on June 20, 2022. Amazon Order: 111-1108452-3206639. After receiving the laptop I had continuous issues with the device locking up and getting messages about the potential failure of the SSD drive. Assuming the laptop was under warranty I was working with Dell Support to diagnose and fix the issues. After many hours on the phone and several technical support sessions Dell finally requested that I send the laptop to them so they could run diagnostics on it and initiate repair of the SSD drive issues. When Dell received the laptop on 10/14/2022 and started diagnosis I was informed that there was an unauthorized 3rd party SSD drive in the system and that was the source of all the issues I had been having. I was shocked. This computer was sold to me a new, it should have had only Dell authorized parts. I attempted to contact the seller but each time I called the number listed on Amazon's site all I got was a message saying "mailbox is full, please call back later". So, I asked Dell to replace the drive with an authorized Dell part, which cost me an additional $203.54. Tried resolving through Amazon. They were no help. When I checked BBB.org, I found another complaint, wherein, except for the brand of the laptop, another person had this same experience, two years ago - problems with their device, shipped back to vendor, vendor identified issue as unauthorized 3rd party component. It would seem this is a pattern. PConline365 is defrauding customers by selling, as new, devices with unauthorized 3rd party components. I would at least like PConline365 to refund me the money I spent on a replacement SSD drive.

  Business Response

  Date: 05/15/2023

  Hello, 
  
  Sorry for the late reply, we didn't use BBB before so we just saw your feedback. If this still concerns you, we would like to help to address the issue. We would appreciate it if you took the time to provide more details about your concern. For your inquiries, you may directly contact us at: [email protected]. We will get back to you ASAP. We appreciate your business and feedback. 
  
  PCOnline
  
  

  Customer Answer

  Date: 05/25/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  To:  PCOnline65I received a notice from BBB, that you’re seeking additional information about my complaint.   I’m not exactly sure what further information you may be seeking.  The complaint filed with the BBB, 7 months ago, was pretty specific.-------------------------------------------------------------Purchased a "new" Dell Inspiron 16 Plus from PConline365 on June 20, 2022. Amazon Order: 111-1108452-3206639. After receiving the laptop I had continuous issues with the device locking up and getting messages about the potential failure of the SSD drive. Assuming the laptop was under warranty I was working with Dell Support to diagnose and fix the issues. After many hours on the phone and several technical support sessions Dell finally requested that I send the laptop to them so they could run diagnostics on it and initiate repair of the SSD drive issues. When Dell received the laptop on 10/14/2022 and started diagnosis I was informed that there was an unauthorized 3rd party SSD drive in the system and that was the source of all the issues I had been having. I was shocked. This computer was sold to me a new, it should have had only Dell authorized parts. I attempted to contact the seller but each time I called the number listed on Amazon's site all I got was a message saying "mailbox is full, please call back later". So, I asked Dell to replace the drive with an authorized Dell part, which cost me an additional $203.54. Tried resolving through Amazon. They were no help. When I checked BBB.org, I found another complaint, wherein, except for the brand of the laptop, another person had this same experience, two years ago - problems with their device, shipped back to vendor, vendor identified issue as unauthorized 3rd party component. It would seem this is a pattern. PConline365 is defrauding customers by selling, as new, devices with unauthorized 3rd party components. I would at least like PConline365 to refund me the money I spent on a replacement SSD drive.-------------------------------------------------------------Before filing the complaint with BBB, I tried numerous times to contact you via phone, however I never received a response. As a bare minimum, I would appreciate it if you would refund me at least the cost of the replacement SSD drive.  I can never get back the hours of time I spent troubleshooting and trying to resolve this issue with Dell Customer support, and I feel duped and angered by you selling me a “new” product that in truth had a swapped out 3rd party SSD drive that caused me nothing but issues.   To add insult to injury, I discovered this is not the first time your company has done this to an unsuspecting customer.  Seriously, I feel you should refund the entire purchase price of the laptop, $1389.00, even half that much would be nice, but I’ll settle for the $203.54 I spent to replace the unauthorized SSD drive.One seriously, disgruntled customer.
  
  
  Regards,
  Complaint ID: 18250601
   
  
  
  
   

• Initial Complaint

  Date:09/30/2022

  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.

  Dear BBB,
  
  PConline365 sold a defective computer and in less than 48 hours and less than a few hours of use, the computer malfunctioned as follows:
  
  1. Crashes
  2. Freezes
  3. The search browser replicates unprompted multiple tabs continuously and the browser has to be shut down
  4. The touchpad does not work, therefore, there is no pointer and I can't navigate the computer
  5. MSFT office 365 subscription doesn't work, therefore, I am unable to create/edit/print documents
  
  I purchased the computer on Amazon and they are aware of the situation.
  
  Please reach out to this vendor regarding their business practices because they are selling defective computers on Amazon and deceiving consumers with false advertising as listed on Amazon as follows:
  Newest ASUS VivoBook 15 Laptop, 15.6” Full HD Touchscreen, Intel Core i5-1135G7 Processor, 12GB RAM, 1TB SSD, Backlit Keyboard, Fingerprint Reader, HDMI, Wi-Fi, Windows 11 Home, Slate Gray
  
  I worked with multiple Asurion Tech support Reps, and they could not fix the array of issues with the computer and confirmed the computer was defective.
  
  Thank you for your time and consideration.
  
  Regards,
  Joselin