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:09/29/2025

  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.

  Due to character length, I'll have to be brief.I purchased a laptop online from Mac of All Trades (MoaT) in 2020. No issues. ***. In 2025, the laptop crashed hard. ***. This happens. But when I reinstalled the system, it was revealed that the laptop was stolen from ************* and resold on their website. As it was their laptop, I could no longer use the laptop without an ************* login/password. The laptop was totally useless now and would not get past a login screen no matter what. I contacted *************, and they wanted it back. Considering it was stolen property and indeed their property, I returned it.But before I returned it, I contacted MoaT about a refund. They asked for me to send them the stolen property so they could wipe it clean of all evidence of *************'s ownership. They denied 'selling stolen property' to me. They also told me I had to pay for shipping to do this. I was told by "*****" from MoaT that he would call me personally (twice told this) to discuss this. He never did. The only thing I was ever offered was 'store credit', which ... why would I purchase from again if they are selling stolen merchandise (knowingly or otherwise)? ************* has their laptop back. Illumina has let me know they have been building a case to find the person who stole/sold their computers (they mentioned there are a lot of them out there), but the police are less-than-interested. **** no longer is answering my emails. Their phone number leads to a dead end/phone loop.Suffice to say, the little guy got screwed bad here. I paid ~$1,350 for a laptop that turned out to be stolen property, and now have no laptop to show for it. I did the morally correct thing and returned to property to its original owner, yet I'm the one to take all the losses. **** has my money and does not care about my situation, and they have made that very clear. ******** has their laptop back.The fact that **** has a BBB icon on their website is ... disturbing.

  

  Business Response

  Date: 09/29/2025

  Mac of All Trades wants to clarify that we have never, at any point, knowingly acquired or resold stolen property. We sourced this particular device from a trusted, R2 Certified IT Asset Disposition (ITAD) partner. In this case, the laptop in question was purchased by the customer in 2020 and had been in use for nearly five years which is well beyond any return eligibility period.

  
  When the customer reached out, we escalated the matter internally and offered a good-faith resolution by extending our warranty service. This included either a replacement device or store credit equal to the systems current market value. As part of this process, we requested the laptop be returned to our facility so that we could validate the claim and work directly with our vendor. The reported issue appears related to a ************************ (MDM) lock, which most often results from incomplete offboarding by a prior owner and is not, in itself, proof of theft.

  
  Our customer service team made multiple attempts to communicate with the customer by email and tried to schedule a phone call, but unfortunately, our proposed solutions were declined. While we regret that no resolution was reached, we remain confident that our offers were fair and consistent with our commitment to responsible practices and customer support.
  

  
  

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23929503
  
  I am rejecting this response because:

  1) I don't care if they didn't realize they bought/resold stolen property. That's not my problem. They sold stolen property to me, and that's a fact.

  2) As they have admitted they failed to remove the *** (aka, admitting guilt), that's also proof they sold me, at minimum, broken hardware, which in itself should grant me a full refund as they broke a sales contract with me.

  3) They escalated the matter to ******** and "*****" dropped the ball. Again, not my problem. He told me TWICE that he would call me, and never did. He made ZERO attempt to schedule a call. This is all in email chains which I have, so I don't understand why they are lying about it. They NEVER, EVER tried to schedule a phone call, EVER. All they did was said they "would call me". Again, all in email chains. I have the proof. "*****" then ignored all my emails after I told them I was going to return the laptop to ************. I gave them 14 days to refund my money (and it ended up being more than that).
  
  4) Yes, asked me to return the device, but I was already in contact with the real owners of the stolen property, and I was NOT going to let it out of my hands for fear of legal/criminal retribution from ************. Literally every single legal advisor I know told me specifically "Do not give **** that laptop under any circumstances!" ****, even ******* said not to. Plus, **** wanted me to pay shipping for a (at minimum) faulty device, which is obnoxious in itself.

  Suffice to say, this is more garbage from their shady company. BBB should remove their status at the very least if I am not granted my full refund.

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

  

  Business Response

  Date: 10/10/2025

  To clarify, Mac of All Trades did not resell stolen property to this customer. We have verifiable proof of purchase for these goods from the seller. The customer has provided no documentation to support their theft claims and has refused to return the device in question for verification.

  In an effort to expedite a resolution, we reached out to the company referenced by the customer for comment. For context, that organization was cooperative at the time of purchase and assisted with other related transactional requests.

  If the organization to whom the customer shipped the device confirms receipt and acknowledges that it was not stolen, Mac of All Trades would be satisfied and willing to proceed with a partial refund as a good-faith resolution.

  Customer Answer

  Date: 10/14/2025

   
  Complaint: 23929503
  
  I am rejecting this response because:

  This is not a response. This is legal jargon with literally no proof other than "We totally didn't sell stolen property" ... again. Now they are claiming they "have proof", but not sharing it.

  Let's break it down.

  "To clarify, Mac of All Trades did not resell stolen property to this customer. We have verifiable proof of purchase for these goods from the seller."
  
  Where is this "verifiable proof"? I have proof that it was stolen property because ******** stated that it was their property and their software was still on the device. I spoke with Illumina Security SEVERAL TIMES about this. MoaT keeps saying "We don't resell stolen property", but has nothing to back that up.
  
  "The customer has provided no documentation to support their theft claims and has refused to return the device in question for verification."

  I have provided a phone number to **************************** for them to verify Illumina's claims. They did not call them at the time I issued this complaint. I know this because I DID call them.

  "In an effort to expedite a resolution, we reached out to the company referenced by the customer for comment. For context, that organization was cooperative at the time of purchase and assisted with other related transactional requests."

  I don't even know what they are trying to say here. This sounds like it was written by a lawyer who has no clue what is actually going on. This is here to take up space and means nothing. I reiterate, at the time of this complaint, MoaT had NOT reached out to ********. If they HAVE reached out to Illumina, where's that proof?

  "If the organization to whom the customer shipped the device confirms receipt and acknowledges that it was not stolen, Mac of All Trades would be satisfied and willing to proceed with a partial refund as a good-faith resolution."

  Or ... here's a better idea ... after this BBB matter is ended (and I don't have a FULL refund) ... it goes to court. I have all my documents in order. 

  This is just more garbage from Mac of all Trades stating the same thing over and over again with the hope that I will give up. Not happening. They are a shady company. They have lied to me AND the BBB several times already. They refused to contact me via phone to discuss this matter despite stating they would (twice). They are trying to hide within their offices (Have you tried calling them or contacting them? Nigh impossible via their website. Good luck doing so.). They just want to keep their money for selling stolen goods and not get caught. It's blatantly obvious at this point.

  Court is the next step. I will get my money, and possibly more considering how this has dragged on.

  Very sincerely,
  
  **** ******

  

  Business Response

  Date: 10/17/2025

  We appreciate the opportunity to provide an update on this matter and want to clarify that we have been in direct contact with the customer by both phone and email to reach a mutual resolution.
  
  Following our recent conversation, we agreed to provide the customer with a comparable replacement device to ensure they are fully satisfied. We regret the frustration this situation caused and appreciate their willingness to work through it with us.
  
  For clarity, we also reached out to the organization originally associated with the equipment, including the security contact provided by the customer, to verify all relevant details. We took these additional steps in good faith to confirm the legitimacy of the transaction.
  
  Mac of All Trades has operated for over 30 years with a strong commitment to ethical sourcing and customer satisfaction. We take any concern of this nature very seriously and are pleased that this matter has been resolved through direct communication and a fair outcome for the customer.

  Customer Answer

  Date: 10/22/2025

   
  Better Business Bureau:
  
  We have made and agreement and they have honored it. I consider this issue closed. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/04/2025

  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.

  The product is defective and I have been unable to contact the business about a replacement, refund, etc. They do not have a phone number that links you to a human, they claim their website has a chat service but it is clearly a robot. The only way to attempt contact is to use their contact form, which goes into the abyss and never receives a reply.

  

  Business Response

  Date: 09/05/2025

  Hello, and thank you for the opportunity to respond to this complaint and provide clarity regarding the situation.

  The customers claim that there has been no response from our team is incorrect. Our records show that a member of our support staff responded to the customers original inquiry on August 29th at 2:29 PM, just 11 minutes after the ticket was received. In that message, we acknowledged the issue with the MacBook Airs trackpad and specifically asked the customer to provide a short video demonstration of the problem. This is a standard and necessary step in the warranty support process. Without a video, we are unable to verify hardware issues remotelyespecially when the customer describes intermittent behavior that may not be detectable through logs alone. If the customer did not see this message, we encourage checking junk or spam folders, as automated replies and support communications are occasionally filtered there.

  It is worth reiterating that our support system is email- and ticket-based, which is standard practice for many e-commerce operations. While we do not operate a live call center, our site, contact form, and automated workflows are all monitored by real humans. Messages submitted through our system are typically answered within one business day, a commitment we have consistently upheld in this case.

  The customer then followed up with several messages on September 4th. These were received and routed to our system. As communicated in our automated response, our team adheres to a 24-hour response window for all inquiries. As of the time of this reply, the customers most recent messages are still within that response window.

  At the time of submitting this response, we have sent another email to the customer requesting the required video confirmation. Once that video is received, we are fully prepared to move forward with the warranty resolution process.

  We absolutely understand how frustrating technical issues can be. That said, in accordance with our warranty policy, the issue must be verified before any service can be authorized.

  At this time, Mac of All Trades has already communicated with the customer, explained the necessary next steps, and is awaiting response. Once the requested video is received, we will be able to assist accordingly under the terms of our warranty.

  Customer Answer

  Date: 09/06/2025

   
  Complaint: 23838622
  
  I am rejecting this response because: I did not receive the stated reply on 8/29/25. I have received that correspondence now - only after I complained to the **** The email is dated 9/5/25 5:15am. I will work with them to resolve the issue but they are covering their tracks on this. The only correspondence that I received prior was an automated email stating they would be in contact within 1 business day, which they did not follow through upon - hence the complaint. 
  
  Sincerely,
  
  ****** ***********

  

  Business Response

  Date: 09/09/2025

  Thank you for the opportunity to provide further clarification regarding this matter.

  
  As outlined in our previous response, a member of our support team replied to the customers initial inquiry on August 29th at 2:29 PM, 11 minutes after the message was received. In some cases, support emails may be filtered into spam or junk folders, which may explain why the customer did not see the response at the time. To support this, weve included a screenshot of our message history confirming that the reply was sent as stated.

  
  Following our previous response to the BBB, we also reached out directly to the customer on September 5th. The customer responded on September 7th, and by September 8th, we had received the requested video evidence documenting the issue. After reviewing the content and confirming the customer's concern, we issued a Return Merchandise Authorization (***) on September 9th. This *** included detailed return instructions, data backup reminders, iCloud removal steps, packaging recommendations, and optional shipping label and box linksall in line with our standard warranty process.

  
  We encourage the customer to proceed with the *** steps outlined in our message. Once the device is returned to our facility, we will complete the inspection and, based on the findings, move forward with a repair or replacement as defined under the warranty policy available on our website.

  
  We acknowledge the customers frustration with the delay and remain fully committed to assisting through warranty service in accordance with the terms of our warranty.
  

  
  

• Initial Complaint

  Date:09/02/2025

  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.

  The company received my laptop on Tuesday August ********** is Friday August 29th and they have yet to respond to my numerous emails and calls. Further, their listed number is disconnected. They said they found my computer to have dubious issues and demanded that I accept a lowered quote. I asked for pictures documenting the alleged changes to the condition of my item, as my quote was reduced by over $140. After this, they have ignored my dozens of emails, even though I finally accepted their revised quote. I dont appreciate the lack of communication or the fact that they are withholding payment with such a delay. In their website they promise payment within 3 days. This is unacceptable. When will I receive my payment??????

  

  Business Response

  Date: 09/02/2025

  Hello,
  
  We appreciate the opportunity to respond to this complaint regarding a recent ****** An Offer transaction. We have reviewed the sellers claims alongside the full internal timeline, communication records, and payment logs, and we believe this matter has been addressed quickly, fairly, and in full accordance with our clearly stated policies.
  
  To begin, the device in question was checked in on Tuesday, August 27. It was checked in by our ******************** at 7:35 AM, and our technical inspection was completed by the following morning. On August 28 at 10:32 AM, the seller was contacted with a revised quote of $811.75, based on confirmed moderate cosmetic wear not consistent with the Flawless condition selected during the initial quote request.
  The seller disputed this updated amount and asked for pictures and reconsideration. However, within a few hours and still on the same day, the seller reversed their position and requested immediate payment. All outreach from the seller came in the form of multiple back-to-back emails, none of which were ignored. The seller did not wait for a reply before sending new messages escalating tone and urgency.
  
  By August 29, the seller had continued sending a long series of messages. When our team reached the ticket the seller had shifted from disputing the quote to demanding immediate payment. We proceeded accordingly and processed payment, exactly as requested on August 29th. 
  
  In summary, every step of this transaction, from device check-in to inspection, offer adjustment, seller acceptance, and payment, was completed within two business days. The rapid escalation and volume of emails created a perception of delay, but there were no failures in communication or policy adherence on our side.
  
  As we have already presented the seller with all available information and completed payment well within our terms, Mac of All Trades considers this matter closed.

• Initial Complaint

  Date:07/02/2025

  Type:Delivery 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.

  Received computer after promised date.I was out of town upon delivery.When I returned yesterday I opened package and found a perfectly fine 2017 computer.I wish to return since I already have a 2017 same model. (thought I was getting 2019)Mac of all trades delivered 3 days late so I missed the delivery, and requested a return to later buy a newer model IMac.They refused saying it was past my 14 day return window.If it had arrived as promised or even within 3 days of that time I would have inspected it prior to my extended trip and notified them. It is clearly theirs and ***'s late delivery that should allow me to return as offered in 14 day policy. cheesy ai response or bad customer service to not recognize their error cause my inspection to be one day late when they delivered 3 days late and I could not change my plans to receive their late package. I have copy of late delivery notification send 6/13/25 stating changed delivery time to after noon of 6/16/25. I was in ********** for extended stay by then.

  

  Business Response

  Date: 07/10/2025

  Hello, 
  
  To begin, we want to make it clear that as of this response, Mac of All Trades has issued an RMA to this customer as a one-time exception and a gesture of goodwill. That said, it is equally important to state that Mac of All Trades has acted entirely within the bounds of our stated policiespolicies that apply equally to every customer. 
  
  The order in question was shipped on time from our facility. Any delays that occurred during transit are related to *** handling. While we understand and regret when such delays happen, shipping carriers operate independently from our organization, and transit times are not within our control. This is an unavoidable reality in e-commerce, and our return policy is intentionally structured to account for rare but possible delays in transit.
  
  To clarify, the 14-day return window begins on the date the item is delivered to the customernot when the order is placed or when it is expected to arrive. The policy in place provides customers with two full weeks from the point of delivery to inspect the product, evaluate its suitability, and initiate a return if necessary. The 14-day timeframe was chosen specifically because it provides sufficient inspection opportunityeven for customers who may not be home the day of delivery. While we acknowledge that this customer was out of town during part of the return window, it is not feasible to design a scalable return policy around individual schedules. Doing so would compromise the consistency, and fairness that our policy is intended to provide for all customers.
  
  At the time the customer reached out, our team explained that the return window had expired and that we would be unable to accept the return. This was a direct and accurate application of the return policy.
  
  That said, we have made the decision to issue a return authorization. This is being extended as a one-time exception and a courtesy. As the *** has now been provided, Mac of All Trades considers this matter closed.

  Customer Answer

  Date: 07/11/2025

   
  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.
  MOAT of course hires and assumes *** would deliver computer on time as quoted on 3 occasions. I made plans to receive prior to myoupt of town trip. They changed that and did the right thing by finally agreeing to allow return as requested one day later than the 14 day window since I was out of town and could not open or inspect as necessary to make judgement of satisfaction.

  I hope there are no additional problems regarding refund to credit card and hope to still find a newer desktop when they come available.
  Sincerely,
  
  O.*** *******

• Initial Complaint

  Date:03/24/2025

  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 a "renewed" macbook air from MOAT on February 24th. I received a tracking number the next day. I received the mac on February 28th and found out that the power cord wasn't working. I confirmed this with both a voltmeter as well as borrowing a friend's cord. MOAT requires a form to be filled out. No way to talk with a person. I filled out the form and it took 3 days to get a response. Fine, business hours and all. They asked for the same tests that I ran after I sent the initial message and I told them the results. I sent a picture of the part that wasn't working. They said they would send a replacement part but never sent a tracking number. It was over a week later I asked for an update and they finally gave me a tracking number. The part arrive a day or two later. ONLY, it was the wrong part. I contacted them again. I took a picture of the original delivery, the replacement part, and outlined what part wasn't working. Their response on March 13th: "Were so sorry for the trouble! We appreciate your patience, and well get this resolved for you as quickly as possible. A replacement MagSafe 2 power adapter will be shipped out within one business day." It is March 21st. I don't have a tracking number. I don't have a part. And they are closed on the weekend. By Monday, I will have had a non-working computer for nearly a month. Based on the first set of deliveries, I am wondering if they have actually sent a part.

  

  Business Response

  Date: 03/28/2025

  Hello, 

  Mac of All Trades apologizes for the series of issues the customer has experienced with this order.

  We can confirm that the charger was tested and verified to be fully functional before shipping. However, in our experience, there are rare instances where a part that passes all quality checks may fail by the time it reaches the customer for unknown reasons. In these uncommon cases, we act quickly to ensure that a replacement is promptly sent out.
  
  We take full responsibility for the incorrect part that was sent as a replacement. Upon internal review, it was determined that this error was caused by a new employee in our inventory department who incorrectly assessed and shipped the wrong part. This error was an unfortunate incident, and it does not reflect the standard of quality and accuracy that we hold ourselves to. We have already taken immediate corrective measures to prevent this type of mix-up from occurring in the future.

  We understand the frustration caused by the extended delay in resolving this issue, particularly as the customer has been unable to use the device. This is not the experience we strive to provide, and we deeply apologize for the inconvenience.

  To clarify the current status, the correct replacement charger was shipped and delivered. Our records indicate that the package was delivered to the provided address on March 22, 2025, at 4:00 PM. Based on the timeline of the initial complaint and the follow-up correspondence, it is likely that this message was written before the replacement charger arrived. Since that time, we have not received any further communication from the customer indicating that the replacement charger was not received or that the issue remains unresolved.

  If, for any reason, the correct part has not been received or if there are still outstanding issues, we encourage the customer to contact our customer service department so that we can address the situation promptly. Our goal is always to ensure that every customer receives the correct and fully functional product that was ordered, and we are fully committed to resolving any lingering concerns.

  We once again apologize for the multiple errors that occurred in this process. This situation does not reflect our usual standards, and we appreciate the customers patience and persistence while we worked to correct these mistakes.

  Customer Answer

  Date: 03/28/2025

   
  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:03/13/2025

  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 a Macbook Pro for my son for Christmas in December. When my son first began writing an English essay in early January, it was discovered that multiple keys did not function properly. We initiated the warranty replacement in early January which was not an easy process. After multiple steps to troubleshoot, we were finally told we could send it back. After receiving the second Macbook Pro in early February, we noticed it was all scratched and scuffed. We let this slide considering "good condition" could potentially handle scuffs and scratches. As my son has further used the device, the battery life is terrible. It will be fully charged then goes quickly from full to 84% then to 10% after approximately 10 minutes of use. Further, it runs extremely slow and freezes up. This was the replacement sent from the initial purchase on December 11th. These items are clearly not "Tested & Refurbished by Certified Technicians" as your policy reads. I feel we have been grossly cheated out of hundreds of dollars.Your main web page states "Hassle-Free Return Policy" & "90 warranty."I need something done to rectify this situation immediately. We are 82 days from the initial delivery date and we still do not have a properly working device. I either need a true working Macbook Pro in "good condition" or a refund from my original purchase price.

  

  Business Response

  Date: 03/13/2025

  We understand the frustration the customer is experiencing and regret that there have been two issues with the devices received. ******************** holds itself to a high standard of refurbishment, and our position is absolutely that we are here to help. The customer is fully covered under our warranty policy, and we are more than willing to ensure that the situation is resolved properly. Given that this is the second issue within the warranty period, we are also happy to cover the shipping costs for this return, ensuring that the customer is not out any money during this warranty process.

  The customer has stated that they are experiencing battery issues. As with all warranty claims, the first step is to confirm the reported issue. Our customer service representatives are trained to gather necessary details before any troubleshooting or warranty service is authorized. Our technicians are highly trained in troubleshooting these matters and, in most cases, can provide solutions that prevent the inconvenience of shipping the unit back and waiting for service. This process benefits the customer by avoiding unnecessary downtime and ensures that we are addressing the root of the issue. 

  Providing clear details and confirmation for the issue allows us to proceed with repairs or replacements without unnecessary delays. This not only streamlines the repair process but also ensures that we can deliver the most effective solution as quickly as possible. By following these steps, we can maintain the standards of service that have defined our business for over 30 years.

  To be clear, we have in no way declined service to the customer. Our customer service team has already reached out to the customer requesting additional details regarding the details of the battery issue they have described, and we are still in active communication. At the time of this complaint, our team has already sent a follow-up email outlining exactly what information is needed for our technicians to confirm and address the issue. The instructions provided are clear and concise, ensuring that the customer understands what steps need to be taken for a smooth resolution. Once this information is received and reviewed, service will be provided to the customer with no delay. 

  Regarding the previous warranty claim, we acknowledge and regret that the customer had to go through a replacement process once before. However, it is important to note that the initial issue with the keyboard was addressed efficiently. The customer first reached out about the issue on January 28th, and we responded within minutes of the *** request submission. Within one email interaction, the customer has provided a video that clearly demonstrated the keyboard malfunction, and we issued return instructions within one business day. Once the device was received, our team completed the service within one business day of check-in, ensuring an efficient resolution.

  Mac of All Trades acknowledges the customers concerns and remains committed to providing the necessary support in accordance with our warranty policy. While issues of this nature are rare, we take them seriously and are fully prepared to assist the customer with troubleshooting, followed by a full repair or replacement once the issue is confirmed.

  We have acted strictly within the terms of our warranty and in alignment with both industry standards and our clearly stated policies. Our warranty process is designed to be as efficient as possible, and the customer has already experienced the fast turnaround times that many others have benefited from during our 30 years in business. 

  Our commitment remains the same: to provide prompt and effective resolutions in accordance with our policies. The customer has been offered all available options to resolve this matter, and we stand ready to fulfill our obligations within the established warranty framework. We encourage the customer to respond to our customer service team with the requested information regarding the battery health so we can move forward with the necessary service. We are fully prepared to repair or replace the unit once we have confirmed the issue at hand. We look forward to assisting the customer with this matter. 
  
  
  
  

  
  

• Initial Complaint

  Date:03/03/2025

  Type:Sales and Advertising 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 created a selling my device quote online in Feb and sent out the device within a week. The item was delivered to MacOfAllTrade on Feb10. The merchant deliberately lowered the offer by extremely minor and unacceptable reasons that they claim there is use **** from the keyboard. I took packaging videos and clearly know the condition of laptop to be excellent. Even after lowering the offer and agree to a final offer $738.29, lowered from the quote of $808. I decided to proceed and confirmed with the new price within a day of email Feb 24th. Till this day; there is no update, no contact, no reply, no returned product. This is an extremely frustrating experience from the unprofessional business behavior.

  

  Business Response

  Date: 03/03/2025

  We sincerely apologize for the inconvenience and frustration this situation has caused, and we appreciate the opportunity to make things right for the seller.

  
  The seller initially submitted the device as flawless per our condition scale; however, upon inspection, it was graded as light use due to visible wear on the display from keyboard contact and moderate scratching. As a result, the offer was adjusted to reflect the condition upon arrivalthis is a standard part of our process to ensure accurate pricing. The customer accepted the revised offer of $738.29 on February 24th.

  
  We take full responsibility for what happened next and have already taken immediate action. Due to a processing error on our end, the transaction was mistakenly recorded as paid when, in fact, it had not been issued. Due to this error, we have now processed the payment with an updated amount of $775.00 as a goodwill gesture for the delay. The payment should be received within the next two business days, and the seller has already received a confirmation email for this payment. 

  
  We regret the error and sincerely appreciate the sellers patience and diligence in holding us accountable. Ensuring a smooth and transparent transaction process is our priority, and we acknowledge that, in this case, we fell short. We have taken action to prevent similar issues in the future and appreciate the opportunity to make this right. With the full payment now issued, ****** an Offer now considers this matter closed.

  Customer Answer

  Date: 03/04/2025

   
  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.
  

  Thank you for taking the time in reviewing this quote and process the payment. 

  Best,
  
  Muqing Li

• Initial Complaint

  Date:02/27/2025

  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.

  I received a quote from ****** An Offer on 2/11/25 to purchase my iPad Air 3 for $114.00. The device is in excellent condition without any scratches on the display, bright or dark spots on the display, absolutely no dents of any kind on the entire device, and only one very minor scratch on the ***** logo on the back of the device that is only visible in specific lighting conditions. The condition of the iPad looked new and contained all of the original accessories including the original box. The device has always been in a case and has received great care while I owned it since new. The condition matched in every way and without any question the guidelines for Flawless that are documented by Mac Me An Offer.The iPad was shipped and received by Mac Me An Offer in the same condition described above.An email was sent to me on 2/18/25 listing the following issues:Major BrightDark Spots in LCD Moderate scratching on the display Moderate Dents (Back)Moderate Scratches (Back)The condition was being downgraded two grade levels to Normal Use with an adjusted offer of $79.80. I immediately sent the two pictures attached to this complaint which clearly show none of these issues exist with the device. I also requested pictures of the device showing ALL four of the issues above. ****** An Offer then increased their offer to $83.79 but didn't send pictures of the four issues as requested. I only received one picture back with a highlight of a light reflection on the display but no scratches or dents as described. I sent emails on three different dates requesting pictures of the four issues and only received one response that the light reflection was enough to downgrade the condition two full grades.Their final response was for me to pay for shipping to have the device returned to me. Based on other BBB complaints, this company clearly misrepresents the condition of devices sent to them to minimize the prices paid while providing no documentation.

  

  Business Response

  Date: 03/03/2025

  Hello,

  We appreciate the opportunity to address the concerns regarding the iPad Air 3 trade-in. Mac Me an Offer, prioritizes transparency and fairness in our evaluation process, and we want to clarify the details of this transaction.

  While we understand that the seller disagrees with our assessment, it is important to note that our condition standards are clearly outlined prior to sale, and the photos provided by the seller did not accurately represent the screens condition, as they were taken with the display turned off. The clear screen defects present are only visible when the device is powered on, and we provided an image documenting this issue.

  Screen defects are the most heavily weighted factor in our grading process because they most directly impact usability and resale value. To maintain efficiency and consistency, we only provide photos of the most significant defects that determine the final condition grade. This is to say that, even if no other issues had been listed, the screen problems alone would have placed the device in the Normal Use category. While we noted all discovered issues in our email, the grading decision was based primarily on the screen condition.
  
  The seller categorized this item as Flawless. It is important to note that only an extremely small percentage of devices qualify for this grade, and pricing for Flawless-condition items reflects this rarity. The iPad in question is not in poor shape; it simply has the typical wear and tear of a device that has been used over time.

  Despite this, we extended a courtesy increase to $83.79 as a goodwill gesture. The seller then requested an additional increase, which we declined due to the documented condition of the device. At that point, the seller stated that we could either pay them at the offered price or provide the larger bump they requested. Since we had already increased the offer as much as possible, we processed payment for the adjusted amount of $83.79.

  As the seller has accepted the offer, there is no further action to take. Mac Me an Offer considers this matter closed.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22997886
  
  I am rejecting this response because:

  Mac of All Trades only responded to one of the four conditions impacting the amount of the trade in. The other three conditions were absolutely without question, misrepresented by this business in a deliberate attempt to downgrade the device by two full grades. They disregarded multiple requests to provide pictures of the other three conditions so both parties would be in agreement. Not only is this poor customer service on their part, but also shows their blatant and intentional misrepresentations of the condition of the device in an attempt to make more money than they are entitled. Their decision to not send the requested pictures of the dents and scratches is for the simple reason that they don't exist. This is  fraud on the part of this business. 

  After researching Mac of All Trades after this transaction on prior BBB complaints, social media, Apple online forums, and Reddit, this company has a long history of deceiving customers on the condition of trade-in devices. While unfortunate, at least the BBB provides the opportunity to provide transparency to the intentional, fraudulent business practices of this company. May the buyer, or in this case, the seller BEWARE of Mac of All Trades business practices.

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

  

  Business Response

  Date: 03/04/2025

  Hello,
  
  We are responding to reiterate that our initial correspondence fully addressed the details of this trade-in evaluation. For clarity, we will provide this information again from our earlier response:
  
  "Screen defects are the most heavily weighted factor in our grading process because they most directly impact usability and resale value. To maintain efficiency and consistency, we only provide photos of the most significant defects that determine the final condition grade. This is to say that, even if no other issues had been listed, the screen problems alone would have placed the device in the Normal Use category. While we noted all discovered issues in our email, the grading decision was based primarily on the screen condition."
  
  When we provide photos, they serve to document the key issue(s) that resulted in the downgrade. This means that if a single defect is severe enough to warrant a lower grade, other minor issuessuch as scratches or dentsare noted in our evaluation but are not photographed, as they have no impact on the final pricing determination.
  
  To be absolutely clear:
  
  - The screen blemish alone placed this device in the Normal Use category.
  - Even if the reported scratches and dents were not present, this device still would not have qualified for a higher grade due to the screen defect.
  - Photos were provided to substantiate the most significant issue, and this was included in the report submitted to the BBB for review.
  
  For reference, our Flawless and Light Use grading criteria, which were available to the seller prior to submission, are as follows:
  
  - Flawless Looks like new.
  - Light Use Some light scratches. No dents or display blemishes.
  
  We have included a photo showing where this information is available during the submission process, which has been shared with both the BBB and the seller.
  
  Because the screen defect prevented the device from qualifying for Light Use pricing, the presence (or absence) of minor dents was irrelevant to the final valuation. This is why they were not photographedthey had no impact on the offer price. This information was clearly communicated in our initial response, and any suggestion that we are concealing information is entirely false.

  We also want to address the sellers blatantly inaccurate claims regarding our business practices. ****** an Offer has operated with integrity and consistency for over 30 years. Our grading system is transparent, clearly documented, and applied uniformly to all trade-ins. While we understand the seller may disagree with our process, their assertion that we are engaging in fraud is completely baseless and defamatory.
  
  We encourage the seller to review our A+ rating with the BBB and the many positive reviews from sellers who have successfully completed transactions with us. As we have already provided all relevant details and addressed every concern, Mac of All Trades considers this matter to be closed.
  

  
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22997886
  
  I am rejecting this response because:

  There were four conditions provide to me from Mac Of All Trades, three of which were unequivocally false. These three items are moderate dents on the back, moderate scratches on the display, and moderate scratches on the back. Not a single one of these exist in any way imaginable and pictures were provided to Max ** All Trades to prove that fact without any question. They refused to provide pictures as requested many times showing a lack of integrity on their part, not to mention a minimum level of customer service that is expected of any reputable business.
  

  The fourth condition was a minor screen blemish which was never noticed by me for the entire time I owned the device since new and just so happens to be the only item I couldnt prove with pictures. Since the screen blemish was never noticeable over the entire time of ownership and the other three items werent present in the pictures I provided or on the device that was sent to them. Mac of All Trades loses all credibility for being able to rate the condition in an honest and trustworthy manner. To say that the screen blemish was enough to justify not providing any level of proof of the other three items falls short of good customer service on every level, not to mention showing any level of integrity that should be displayed by a company that buys electronic devices from individuals. The single item of the screen blemish should have been the ONLY item noted when downgrading the device two full grades. The other three items only brought into question the trustworthiness of the business practices of this company with this single transaction. However, it does resemble prior instances as found in several online Apple forums and discussions.
  

  In closing, the monetary value and difference in this transaction was very small. However, misleading customers without evidence is at the forefront of this complaint along with poor customer service displayed by ****************** at every opportunity.

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

• Initial Complaint

  Date:02/26/2025

  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.

  Mac of All Trades shipped an iPhone 16 purchased illegally. I got a confirmation email saying my order has shipped. I've attempted to contact the merchant several times. The contact form says they will get to you when it's your turn and their phone number directs you to their help page. I have tried to contact the account managers on ******** and got no response. I filed a fraud claim with ***.

  

  Business Response

  Date: 02/26/2025

  Hello,
  
  We understand how serious fraudulent activity is, and we regret that this situation has impacted the complainant. However, we would like to be very clear: Mac of All Trades did not initiate this purchase.

  A purchase was made using the complainants email, phone number, and credit card information. This information matched what was required for the transaction to be successfully processed by the complainants bank. At no point did we override or bypass any security measures. The complainants bank approved the purchase at checkout, meaning all entered details were valid according to the financial institutions verification process.

  The complainant first contacted us outside of our business hours on Feb 24th, at 6:50 PM EST. Our website clearly states that our customer service team operates until 5:00 PM EST. As per our service commitment, all inquiries receive a response within one business day. We followed through on that promise, responding within three hours of opening the next business day on Feb 25th, at 11:24 AM EST.
  

  In that response, we confirmed the following:

  - We had already taken action to stop the shipment by initiating a "return to sender."
  - The complainants bank had already retrieved the funds due to a dispute the complainant filed.
  - No further action was required on the complainants part.
  

  To be clear, we did not ship the product illegally or ignore any request. The order was placed through a legitimate checkout process, and once we were made aware of the issue, we acted immediately within our stated policies to stop the shipment and provide guidance on the next steps.
  We understand the frustration that comes with fraudulent transactions, and we strongly encourage the complainant to continue working directly with the bank to ensure a full resolution. However, Mac of All Trades has done everything within its control to address this matter promptly and appropriately.

  As we have already provided the complainant with all available information and taken every necessary action on our end, Mac of All Trades considers this matter closed.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22990407
  
  I am rejecting this response because: Mac of All Trades is reporting they responded to me. This is false. Please provide the proof you responded to me per the statement copied below. Mac of Trades didn't take action. I contacted *** myself and reported the fraud. Here is the case #C0290653878 that I initiated. I submitted multiple forms  to Mac of All Trades, via your contact form inside and outside out business hours, looked up the team on ********, sent messages, emailed the sales team, copied the gmail addresses I found publicly and got no acknowledgment from anyone. Clarify this please. 

  The complainant first contacted us outside of our business hours on Feb 24th, at 6:50 PM EST. Our website clearly states that our customer service team operates until 5:00 PM EST. As per our service commitment, all inquiries receive a response within one business day. We followed through on that promise, responding within three hours of opening the next business day on Feb 25th, at 11:24 AM EST.

  
  Sincerely,
  
  ****** Jo ***********

  

  Business Response

  Date: 03/05/2025

  Hello, 
  
  Mac of All Trades has submitted documentation to clarify the timeline and details of this case. The attached internal records from our communication system show the timestamps of the complainants initial messagesent after business hoursand our response the following morning, by which time action had already been taken regarding the package.

  We request that the BBB keep these images confidential. These images should only be made available to the complainant, the BBB, and Mac of All Trades due to the sensitive nature of the information contained within them, including employee names and the complainants email address.

  The records confirm that an outgoing message was sent within the conversation thread, meaning an email was generated and sent to the complainant. If the complainant did not receive this email, we recommend checking junk and spam folders, as it was sent to the same email address they used to contact us.

  To be entirely clear: Mac of All Trades no longer holds the complainants funds as the bank has retrieved them. The package was returned to the sender and has been restocked. There is no further action for us to take.

  Mac of All Trades considers this matter fully closed

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22990407
  
  I am rejecting this response because:

  I'd like to know what card was charged and used for this purchase or what banking information was used. My cards were canceled, but the phone still shipped. In response to the screenshot, where was this sent? Can you provide all the documentation showing that I did reach out multiple times? Where does this response that you provided go if you're not active on your website? Did you email me the response? If you aren't on your website anymore, do you just provide a response on the chatbot form? Meaning how would I be notified you responded?  How do you do follow up when someone reaches out to you about fraud activity? Also, please confirm that your phones do not allow any messages to be left  at this number and you're directed to the website.  Additional Phone Numbers Other Phone: **************. The question im asking is to get the full screenshot shared of the communication where you responded to me with my inquiry. Im happy to send screenshots of my communication to the sales team and the personal Gmail addresses where I tried to reach out. I got no acknowledgement. I asked for a phone  call  and never received how. 
  My concern is that my financial information still may be compromised. 

  
  Sincerely,
  
  ****** Jo ***********

• Initial Complaint

  Date:02/07/2025

  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.

  In February of 2024 I purchased a laptop from MacofAllTrades. The computer wouldn't charge, and got to the point where it wouldn't even turn on. It was starting to swell. I moved to a new home. So my address was different. I contacted the company and they had me send it in under warranty. I followed all instructions listed, and I even paid to purchase a shipping box and label. Which came to my new address.I sent in the *********** was received and repaired. Then, they shipped it to MY OLD ADDRESS. When I contacted them, they said "tough luck, not our fault" in so many words. They offered no apology and basically made it sound like it was my fault for not telling them that I had a new address - even though I provided the new address!

  

  Business Response

  Date: 02/10/2025

  We regret that this situation has occurred and understand the frustration it may have caused. However, Mac of All Trades has reviewed this case and stands by the handling of the warranty repair and return shipment. 

  
  The customers claim that an address update was made appears to be based on the purchase of a shipping box. However, this transaction was not only completed as a guest purchasefully detached from any account associated with this warranty claimbut also does not serve as a valid method of updating a shipping address. Even if the box purchase had been linked to the same account as the warranty claim, it still would not have updated the return shipping address for the repaired device. This process is entirely separate from our warranty system, and our customer service team has no visibility into such standalone transactions, which are processed as one of hundreds of daily orders on our site.

  
  Mac of All Trades has been in business for over 30 years, and while electronics can unfortunately fail unexpectedly, our warranty process is in place to ensure service when needed. Address updates for warranty returns are common and easily accommodated. However, address updates must be communicated to our team. A shipping box purchase does not constitute an address update.

  
  It is not uncommon for customers to purchase shipping boxes to be sent to one address while returning their devices from another. If our system automatically updated addresses based on box purchases, it would introduce significant logistical errors, creating widespread issues in warranty service cases. Our policy is structured specifically to ensure accuracy and prevent such mistakes, which is why customers must notify us directly of any address changes.

  
  In this case, the repaired device was delivered to the address on file for the warranty claim. As a result, Mac of All Trades has fulfilled its warranty and shipping obligations. If there is an issue with the delivery itself, we recommend the customer contact *** directly for further resolution. Since we have provided all available information and options regarding this matter, Mac of All Trades considers this case to be closed.