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:08/21/2024

  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.

  Over the last year I had spent a sizable amount of money on products from this vendor and earned nearly $250 in rewards. The program was abruptly terminated with no notice. They said I received an email telling me about the cancelation of the program, but I checked our company email server audit log and no such email was received. I feel this is a deceptive business practice.

  

  Business Response

  Date: 08/28/2024

  While it is certainly disappointing to hear of the customer's frustration in this situation, we want to assure the customer that every effort was made to communicate our reward program's closure transparently and proactively. The notification was not only sent via email but was also promptly posted in the *** on our website, where it remains visible to this day. Specifically, the email in question was  sent on Monday, July 15th, at 11:30 AM Eastern Time. This was well in advance of the program's termination, providing ample time for customers to take any necessary actions with their accumulated rewards.

  When the customer reached out to our support team, we provided a clear explanation of these details. We frequently encounter situations where customers do not receive emails, and while we can only speculate, it is often due to content blockers or email filters that are outside of our control. These filters can sometimes redirect emails to spam folders or prevent their delivery altogether.

  We strongly refute any suggestion that our actions were deceptive. On the contrary, our communication was transparent and proactive, designed to inform and assist our customers before the program ended.

  Our customer service department has engaged with a number of customers regarding this matter. While some expressed disappointment at the rewards programs closure, our team made every effort to assist them, ensuring they were able to redeem their credits before the system was discontinued.

  In light of the facts presented, including the confirmed email notification and the website notice, we believe we have acted in good faith and in full transparency. We have provided all the relevant information regarding this matter, and our actions were in compliance with our policies and standard business practices.
  As we have already provided the customer with all available information, ******************** considers this matter to be closed.

• Initial Complaint

  Date:05/31/2024

  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 ordered a refurbished macbook from Mac of All Trades in July of 2023. Within a few months, the computer had completely stopped working, and would not even turn on, no matter how long you charged it. When I contacted Mac of All Trades, they said they could not give me a refund, but that it was under warranty, so I could send it back to be repaired.I sent it back, and later received the commumication saying the computer could not be repaired, and that all my data would he deleted and I would be issued store credit to buy another computer. This store credit was not enough to cover the cost of a new computer, but I really needed one, so I acquiesced.I received my new computer and after the 14 day refund period had passed, I noticed my computer had started turning off without notice while it still had around 20% left on its battery. As time went on, the battery capacity got smaller and smaller until it was turning off around 75-85%. I contacted Mac of All Trades, requesting a refund since this was my second nonfunctional computer, but they declined citing their "14 day policy." I do not trust this company to deliver on their promises to fix my current computer whatsoever. I also do not trust a single product coming from their store. It will surely break soon after purchase and they will not help ameliorate the situation.

  

  Business Response

  Date: 06/04/2024

  Hello,
  
  The customer's initial purchase of a refurbished MacBook in July 2023 resulted in a device that unfortunately experienced power issues five months after purchase.
  
  As outlined in our warranty and return terms available on our website, our return policy states, "Returns may only be requested within fourteen (14) days of delivery." Additionally, our warranty policy dictates, "We will repair, replace, or otherwise address the covered product at our discretion. In the event that we issue a store credit, the value of the credit will be equal to the current retail price of the product. Orders within our Returns policy period are eligible for refunds."
  
  After our technicians assessed the device and deemed it irreparable, and as we did not have an exact replacement in stock at the time, we issued a store credit equivalent to the device's current retail value. This process is based on the previously mentioned policies available to the customer via our website before purchase. Furthermore, the customer was advised on our policy regarding customer data ahead of sending the product back to our location.
  
  The customer utilized the store credit to purchase another MacBook. Approximately six months later, the customer experienced battery issues with the replacement MacBook. Our responses again adhered to our warranty's stipulationsoffering warranty service, which is consistent across all transactions to maintain fairness and integrity.
  
  The customer's insistence on a refund outside of policy for both instances of service, despite clear communication of our policies, demonstrates a refusal to adhere to the agreed-upon terms. The customer's responses seem to reflect a pattern of expectations misaligned with the industry standards of refurbished electronics warranties. Our commitment to customer satisfaction is consistent, but it cannot come at the expense of our business's procedural integrity.
  
  We recognize that the malfunction of any device is never ideal for anyone involved, and we do not intend to understate how frustrating this kind of issue can be. However, this unpredictability is precisely why we offer a warranty designed to protect customers from the full brunt of unexpected malfunctions by covering necessary repairs or replacements within the warranty period.
  
  We believe it is important to highlight that we are in no way denying customer service and are more than willing to perform any necessary service under the warranty conditions. Currently, there is an active Return Merchandise Authorization (RMA) ticket in our customer service department for the customer to initiate a return of the device for warranty service. Our team has provided the customer with all the necessary details to start this process, including instructions for them to provide us with diagnostic results to confirm the described issue and initiate the return RMA, following our standard process. We urge the customer to take advantage of the active RMA ticket for returning the device. We are prepared to provide warranty service for the product as swiftly as possible once the issue is confirmed, hopeful that this will resolve the customer's concerns effectively.
  

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21781237
  
  I am rejecting this response because:

  As I have already said, this is the second computer I have received from Mac of All Trades that has proved to be nonfunctioning. This shows a pattern of poor performance of products and false advertising concerning the quality of their refurbishments. Had I known that these computers would be so shoddily refurbished, I would have never bought any. 

  Furthermore, I am unwilling to accept a store credit from a store that has shown itself to have low standards for quality assurance. If I returned my broken laptop and received a store credit in return, that would not ameliorate my problem whatsoever, as I would never under any circumstance want another Mac of All Trades computer.

  I would accept sending my computer to their shop for repair (again!), but not if the resolution was more store credit. If they were able to fix it that would be fine, but if not, I would require a real refund, not store credit.

  Their refusal to issue refunds outside of their 14 day refund window and their fixation on only dispersing store credits demonstrates an unwillingness to recognize issues their work has caused and demonstrates that hoarding their customers' money comes before upholding their end of the deal - providing a working, reliable product in good condition.

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

  

  Business Response

  Date: 06/05/2024

  We genuinely understand and empathize with the customer's frustration given the situation, and we want to assure them that we take their concerns seriously. However, attributing the unfortunate failures of these two products to poor quality output is, in our opinion, misplaced. It is important to recognize that electronic devices, even brand new from any manufacturer, can experience unexpected issues. This inherent unpredictability is part of the nature of electronic products. While we never anticipate such occurrences and acknowledge that they are rare, they do not indicate a lack of inspection, repair, refurbishment, or testing on our part.
  
  Mac of all trades has been in business for 25 years, and our longevity is a testament to our quality testing, inspection, and refurbishment procedures. We will never claim that a product will never encounter issues (as this would be an impossible), we do however stand by the robustness of our processes, which have earned us a reputable standing in the industry and we remain committed to address customer concerns consistently and quickly so that the customers issue can be addressed swiftly and thoroughly. 
  
  We remain committed to applying our policies consistently and fairly to all customers. As previously stated, a refund is not possible under the terms of our warranty policy, as outlined on our website. The issue encountered is battery-related, and based on our assessment, a successful repair is highly likely to resolve the problem once confirmed. We uphold that the policies stated on our site are the terms the customer agreed to when making their purchase and will continue to guide our actions in this matter.
  
  Our stance on this case remains unchanged, and all the information we have provided thus far remains factual. As we have no new information to offer and the customer has been given the necessary steps to proceed with the warranty process, mac of all trades now considers this matter closed. We encourage the customer to reach out to us to proceed with the warranty service so that we can resolve the issue promptly.
  
  

• Initial Complaint

  Date:02/21/2024

  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 noticed right away the iPad sold was glitchy, and sent an email because they dont answer their phones. *** sent several and was sent an email that said I was now past the two week return limit. It freezes, wont turn off, and is barely charging, now.

  

  Business Response

  Date: 02/22/2024

  Hello,
  
  This customer purchased an iPad on January 15th, 2024. The order delivered on January 23rd, 2024.
  
  The customer reached out to us on February 11th at 4:12 PM to report that she took the iPad to Best Buy to pair with an old computer and that it is now freezing, wont turn off and is slowly charging. Our **************** Team replied to this email on February 12th at 2:21 PM to provide troubleshooting steps. The customer did not reply to that email but did leave feedback on her experience on February 14th at 7:35 AM repeating the issues mentioned in her original email. Our **************** Team resent the troubleshooting steps to the customer in the same email thread on February 14th at 8:48 AM.
  
  Our **************** Team then sent the customer instructions for sending in the iPad for warranty repair. The customer advised that they do not want to send the iPad in for repair and would prefer a refund. Our **************** Team informed the customer that she was outside of the ****** return period for the item. The customer responded with the following ultimatum: *** tried talking to you, now Im talking to them [BBB] and warning everyone one social media about this business.  Ill continue until a refund and shipping label is in my hands.
  
  Our **************** Supervisor has taken over this case and reached out to the customer yesterday, February 21st, to come to a resolution. Our **************** Supervisor recognizes that the customer is outside of the Return Period by only 5 days. Due to this, they have approved a return for a refund and have provided a prepaid return label as a one-time exception. The customer has not yet replied to that email. However, due to the above information, mac of all trades considers this matter closed.

• Initial Complaint

  Date:02/19/2024

  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 bought a wireless keyboard. The company claims I received it. I did not receive it. Mac of all trades and there carrier are not responding.

  

  Business Response

  Date: 02/23/2024

  Hello,
  
  Prior to this BBB complaint, mac of all trades has not received any contact from this customer via email or chat. Upon receiving this BBB Complaint, we have reached out to the customer via email and they have reported that they attempted to call us on Saturday, February 17th. Unfortunately, our office is closed on the weekends as we operate Monday to Friday, 9:00 AM to 5:00 PM ET which can be confirmed on our website.
  
  We have confirmed with the customer that the keyboard was delivered. The *** Tracking shows that the package was delivered by the local post office on 2/16/2024 and 2/20/2024. We are unsure why the tracking is showing two different delivery dates. However, we can confirm that this package was delivered within the expected timeframe of our Economy shipping method (7-10 calendar days).
  
  However, upon receiving the keyboard, the customer has reported multiple issues including the following:
  1. The Keyboard is warped.
  2. The Keyboard did not include a USB Transmitter.
  
  The customer advised us of the above issues via email on February 20th at 5:21 PM ET and included the following ultimatum: If I dont have a reply with all my questions answered and a solution by 6PM EST February 20th Ill pass it on to my bank and contact the attorney general and write a negative review on you webpage
  
  Unfortunately, we were not given enough time to resolve this as our office was closed between 5:21 PM and 6:00 PM. However, our ******** Service Supervisor reached out on February 21st at 10:28 AM with information regarding each of the customers concerns including asking for pictures of the keyboard to determine the severity of the warp as well as advising that the Apple Keyboard does not need a USB Transmitter to connect as it is Bluetooth. The customer replied with the following emails at 12:19 PM and 12:32 PM respectively:
  1. The keyboard is warped. I use bluetooth. It doesnt, Dont waste my time or your. Respond to my other emails. As*****s
  2. Oh Im sorry ************** I just noticed your name. As****e
  
  In response, our ******** Service Supervisor provided the customer with the return instructions to return the keyboard for a refund at 12:42 PM. The customer replied stating that the bank will be in contact with us. It seems that the customer has filed a chargeback for this order. Due to this, any additional support regarding this case will be at the banks discretion. Due to the above information, mac of all trades considers this matter closed.

• Initial Complaint

  Date:02/13/2024

  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.

  this is regarding order# ******. The computer I received arrived damaged and would not turn on at all. The company policy on their website allows for free returns where they deduct the return shipping cost from the refund. Their customer service agents are not honoring their free returns and are not resolving my issue where I received a damaged item from them and am owed a full refund as a result. I will be charging back if this is not resolved asap. I am willing to send the damaged item i received from them back to them so they can see for themselves it was recevied damaged. Even *** marked the package damaged as well.... avoid this company at all costs.

  

  Business Response

  Date: 02/19/2024

  Hello,
  
  This customer placed their order on January 31st, ****. The *** Tracking shows that the package was delivered on February 6th, **** at 3:36 PM ET. On February 6th, **** at 7:04 PM ET, *** tracking shows that damage to the package was reported by the receiver. The customer then contacted us on February 12th, **** to report the damage.
  
  Upon report of the damage, our **************** Team requested pictures of said damage. In response, the customer sent an image that was clearly edited with photoshop or some other photo editing software to include cracks on the display that were not actually present.
  
  Our **************** Supervisor was able to confirm the above information by locating the image of cracks that was used on the original image sent to us. Due to this, our **************** Team denied a free return. However, our **************** Team did advise that the customer can send the machine back to us in its fully functional state and provided instructions on how to do so on February 12th, **** at 4:31 PM ET.
  
  The customers response in this resolution was a threat of a chargeback. At the time of this response, the customer has in fact submitted a chargeback for this order. Due to this, mac of all trades will no longer respond to this case and will allow the Credit Card Issuer to handle this order how they see fit. Due to the above information, mac of all trades considers this matter closed.

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21283317
  
  I am rejecting this response because: the photo I submitted was real and the cracks were real. I also submitted photos of the damaged pierced box, which the merchant did not address by the way. 
  

  I had the *** driver return the package and the item I received in the exact condition I received it. The merchant should receive the return today which will show up in the same tracking as the initial order. 
  
  Sincerely,
  
  J

  

  Business Response

  Date: 02/20/2024

  Hello,
  
  Due to the Chargeback submitted for this order, mac of all trades will no longer respond to this case and will allow the Credit Card Issuer to handle this order how they see fit. Due to the above information, mac of all trades considers this matter closed.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21283317
  
  I am rejecting this response because: this company is stupid, I sent them many photos showing the damage to the box and the item and they refused to honor their free return policy for damaged items. Luckily *** has since returned the item back to them and its been delivered in *****, ******* where it came from. They can go deal with *** now. I consider this matter closed and so does my credit card company, any further communication from mac of all trades will be considered harassment. 
  
  Sincerely,
  
  J

• Initial Complaint

  Date:12/04/2023

  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 made a purchase of two used iPhones from MacOfAllTrades on 09/23/2023, with the order number ******. The total amount of the purchase, including Route protection, was $1,726.36. When the package arrived, I noticed that the shipping box was severely damaged. Therefore, I refused the delivery and ***** returned it to the sender. Several weeks passed, and I didn't receive any updates from the merchant. So, I contacted them, and they informed me that they had opened an investigation with ***** to locate the package. However, after over a month, there was still no resolution, so I reached out to them via live chat. To my surprise, they denied any prior involvement and refused to help me, stating that since I had bought route protection at the time of purchase, any issues I had with this order would need to be resolved with the Route (3rd Party).I then contacted Route and tried to resolve the issue, but they required my social security number and government ID to file a missing package claim. I found that request excessive and felt uncomfortable sharing that private information. I asked for other solutions, but I was denied, and now, both companies are ignoring my emails.I believe this situation is unprofessional on the part of both companies. In particular, Mac Of All Trades, for refusing to assist me with either a replacement or refund, and shifting the responsibility to a different company that they are no longer affiliated with.I'd like a full refund from the merchant.

  

  Business Response

  Date: 12/07/2023

  Hello,
  
  
  This customer agreed to Routes Terms and Conditions at the time of purchase. They have chosen to not proceed with the requests made by Route and their Notary. As a result, Route is unable to move forward with their refund process. We understand that this might be disappointing, but based on these circumstances, mac of all trades must deny any refund requests for this order. Due to the above information, mac of all trades considers this matter closed.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20947100
  
  I am rejecting this response / resolution.

  I was not aware at the time of purchasing Route protection that I need to summit GOVERNMENT DOCUMENTS to file a claim. Furthermore I was told by an employee at MacOfAllTrades months ago that there could be a difference solution via filing a claim through ***** and I was under the impression that happened already because an employee there told me they filed it until I found out weeks later that they lied to me and prolonged this ordeal.

  Im very disappointed in this outcome as both parties refuse to acknowledge my concerns about providing a 3rd party company my SSN 

   

  I find this situation completely ridiculous how MacOfAllTrades refuse to accept responsibility for the products THEY shipped. MacOfAllTrades could easily file this claim on my behalf or try to meet in the middle and help me in any way but outright refusing and shifting the responsibility of this issue to a 3rd party is incredibly unprofessional. 
  I refuse this half hearted response and Id like another solution by MacOfAllTrades

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

  

  Business Response

  Date: 12/08/2023

  Hello,
  
  We have been advised by Route that the process of submitting a Social Security Number as well as a Government ID is common practice when using a Notary. Route has also assured that the information used to complete the Notary is secured and protected and that the last 4 digits of the Social Security Number are all that is needed.
  
  It has also come to our attention that a Chargeback was filed for this Order on October 19th. Due to this, any refunds processed on our side can not be completed as that option is now limited to the bank and payment processor involved in the chargeback.
  
  Due to the above information, mac of all trades continues to stand by our decision and considers this matter closed.

  Customer Answer

  Date: 12/09/2023

   
  Complaint: 20947100
  
  I am rejecting this response. As I've mentioned before, I'm uncomfortable sharing my social security number, government ID, and a live recorded session to prove my identity for Route in order to file a claim. I've also expressed my concerns to everyone involved, and I'm stunned that no one seems to be taking them seriously. The thought of providing such sensitive information over the internet is worrying, Regardless of " be secured and protected"
  
  Route has notified me that my case is closed, and I've been informed that any issues I have with missing products must be taken up with the merchant. In October, I filed a chargeback through my bank, but it was unsuccessful because MacOfAllTrades claimed the product was delivered to the correct address, and the case was closed. I feel like I'm out of options.

   

  I request that MacOfAllTrades reconsiders their decision and provides me with either a replacement or a refund.

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

• Initial Complaint

  Date:09/28/2023

  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 computer from this company thru ******** My computer was locked out somehow when i changed my number. I need proof of purchase so that apple can identify the computer and the company refuses to send the receipt with a valid date. So im out 500 $ because they refuse to give me the information they have so that i can get the computer reset. Also im being called a thief because i have NO valid proof of purchase.

  

  Business Response

  Date: 10/04/2023

  Hello,

  This customer purchased this machine through our marketplace profile on ******* on October 14th, 2021. The customer is reporting that they have changed their number and the computer has locked them out. The lock in question is called a Firmware lock and restricts access to the computer without the original password that was set on the system. Our customer service team has sent all the information we can to the customer in regards to this sale. Also, *******'s return policy has been expired on this order since January 14th, 2022. Going forward, any assistance will need to come from Apple directly as we are unable to access Apple's servers. Due to the above information, mac of all trades considers this matter closed. 

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20669409
  
  I am rejecting this response because: I have not received the info on the computer as i requested. I was supposed to be sent a receipt showing the details of the computer. Not just the sale receipt of the computer which till this date I have not received, also a manager with ******* sent an email to this vendor on my behalf requesting detailed info on this computer. Apple won't reset the computer because in their records the computer doesn't show it was re-sold to me. The last date shown is **** or July of 2021. If Mac of all trades can update their records with apple to show it was resold to me and on the date showing on my receipt, then it will coincide with my receipt and it will show I purchased it and didn't steal it. Until that is updated apple will not help me and considers this computer stolen. I'm not sure why mac of all trades refuses to send me a detailed receipt on this purchase. So that I can go apple and reset the computer with a proper receipt. All i need is a valid receipt with documentation for the computer and for it to show the proper sold date when it was sold to me. And then I will be able to have them reset it. So, without proper documentation and a proper receipt mac of all trades pretty much stole $500 from me as this was the purchase price. All i need i a receipt and them to update the purchase date. I don't see the problem in me requesting a detailed receipt. Also, apple advised the computer is a much older model and it's not even the one on the receipt. So as far as I'm concerned mac of all trades refuses to send me the receipt because I wasn't sent the correct computer in the first place and now that there's a problem, they want to cover their tracks by brushing off saying its past the date. IM not asking mac of all trades to fix it I'm asking for a receipt with the model the id info on the computer and the date it was resold to me.

  
  Sincerely,
  
  Erican ******

  

  Business Response

  Date: 10/06/2023

  Hello,

  I can confirm that our **************** Team has forwarded the receipt to the customer. I have attached the receipt to this complaint as well. In regards to updating the purchase date, we are unable to do so as we are not affiliated with Apple. Due to this, we have provided as much as we can to the customer and any additional assistance will need to come from Apple directly. Mac of all trades considers this matter closed.

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20669409
  
  I am rejecting this response because: I Already received this receipt from ******** I need them to provide me with the detailed info on the computer. Details regarding the specifics on the computer. A Serial Number the identification number. Is there a phone number that i can call and speak to a person from your company that can speak to apple to advise them i didn't steal this computer. Or if they can provide a receipt of when they received said computer. 
  
  Sincerely,
  
  Erican ******

• Initial Complaint

  Date:05/11/2023

  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 Macbook Pro in September of 2022 from Mac of All Trades.In December I reported I was having a problem with the keyboard, which was supposed to be under warrantee.It took me some time to get the computer to Mac of All Trades for service. When they received it in January, they reported that when they turned it on, it was asking for login information for someone I'd never heard of. They sent the computer back and told me to take it to the Apple store.I took the computer to the Apple store, and the Apple store could not help. When I provided documentation that the Apple store could not help, Mac of All Trades had me send the computer back. I received a new replacement laptop in February. It is *** and the keyboard problem has begun on the new laptop. I wrote to Mac of All Trades, and they told me to go to the Apple store. The Apple store could not help. I wrote again to Mac of All Trades. They told me to call Apple. I called Apple and Apple told me to go to the Apple store.I am only able to get help from Mac of All Trades by jumping through email hoops. I want a resolution. I am willing to pay more money for a new computer that does not have this keyboard problem. I just want a working computer without having to make more phone calls and appointments.

  

  Business Response

  Date: 05/18/2023

  Hello,
  
  Taking a look at this case, we can confirm that the computer was purchased on September 21st, 2022. On December 27th, the customer reached out to our **************** Team to report that the computer has a nonfunctioning USB port and an issue with the keyboard. We were unable to repair this machine and a replacement machine was sent to the customer. On February 17th, the customer reported that this machine is also experiencing an issue. In this case, the issue could be resolved directly at an Apple store. Our **************** Team advised the customer to reach out to Apple to resolve this issue. This option is provided due to the issue being resolved in a quicker manner than shipping the machine back to our warehouse. Unfortunately, the customer was mistakenly denied service at the Apple store. Due to the denial, our **************** Team sent the customer instructions to return the machine back to our location. The customer replied to that message confirming that she had reached out to a local **************** Service Provider who also confirmed that this issue could be resolved by Apple. The customer has decided to go this route with her machine. Due to the above information, mac of all trades considers this matter closed.

• Initial Complaint

  Date:04/21/2023

  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 desk top and a laptop from MOAT in May of 2021. I made sure to purchase the Platinum Diamond warranty feeling that somehow that warranty was going to cover more things and solidify my computers a safety in the event of failure. I contacted MOAT around September about my computer screen not coming on or working. They told me to go through steps to see what was wrong and to try to get a reason for the malfunction. They told me to hold the power button, turn it on turn it off I did all that. It ended up having a globe on the screen that told me I needed to reinstall a software. So I contacted them and let them know that. They sent me a return label. I did not use thay label because my brother and grandmother had died and I had other things that obviously were more important than getting my computer fixed. I took multiple pictures of my computer to send them to prove no physical damage. They said I could send it in and sent a replacement label. I finally send it in and they tell me that it's non fixable (a GPU failure) when I spoke with Apple and my friend who also works there they told me thats a $300+ repaid but it could be fixed. MAOT is telling me that it can not be fixed and they're issuing me a credit. I spent close to $1300 for that desktop and all the accessories that came with it. I want a full refund of a replacement computer because at this point after doing research this company is fraudulently selling fixed computers that malfunction so they can keep your money and device. I asked to see a diagnostic report they told me they cannot do that, that sounds ******* illegal. So unless I get a refund or an equivalent credit for my computer I'm threatening and seeking legal action. Don't play with me. I'm a photographer and that computer had so much of my work on it that I cannot get back. I'm angry and I want a solution that satisfies me and what I spent with them.

  

  Business Response

  Date: 04/24/2023

  Hello,
  
  After reviewing this complaint, we can confirm that the customer had an issue with their machine. We attempted to troubleshoot the issue with the user remotely but were unsuccessful. We sent the customer an RMA with a Prepaid Return Label (A benefit from purchasing the Platinum Warranty). When the device arrived to our warehouse, we attempted a repair. In this case, the issue was with the **** Unfortunately, the *** is a part that is connected to the **************** and the repair was deemed not equitable or timely for the user. According to our Warranty Policy, We will repair, replace, or otherwise address the covered product at our discretion. Unfortunately, we were unable to replace the machine with a similar model due to inventory and the best option was to provide the customer with a Store Credit to match the current selling value of the machine.
  
  In regards to the customers claim of this company is fraudulently selling fixed computers that malfunction so they can keep your money and device. This is a completely false claim. We back all of our products with a free 1 year warranty with the option to upgrade to a 2 year warranty. Electronics can fail at any time and our **************** Team has shown that we are willing to work with any issues that *** arise.
  
  In regards to the requested diagnostic report, we are a refurbishing company that only handles repairs on a warranty basis. Due to this, any repairs that are made are documented internally without the need for a public receipt. However, when asked what the issue was with the machine, our **************** Team provide the customer with our internal repair notes.
  
  At the time of writing this response, the customer has accepted the Store Credit option that was given and mac of all trades considers this matter closed.

• Initial Complaint

  Date:03/28/2023

  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 laptop about halfway March from Mac of All Trades and received it within a reasonable time. Unfortunately, when finalizing the installation of the *** I found it to be running fairly slow for what the specifications should be. When I checked the About this Mac information, I found out that the model was 7 years older than the model I ordered. Nothing in the model I received matched the specifications of the model I ordered and paid for. On top of that, MOAT also sent me the wrong charger (USB-C) which does not fit the laptop. It also does not fit the laptop I ordered. A very disappointing situation. When I reached out to the customer support team business, which can only be done through chat (which then becomes an email thread) I initially got the feeling ************** was sincerely working to make things right with me. After all, a completely wrong model was sent. After providing all the information he asked for I had to wait the entire weekend for a response which was very disappointing; The model I ordered (and paid for!!) was not in their inventory. (How is this possible??) but they could refund me the difference for the model I received versus the newer model or get a full refund. I requested a full refund to which I received a response from the ******************* The problem I am having right now, and where it prompted me to file a complaint is the fact that the return receipt states that the model I am sending back, is the one I ordered. But, as I stated earlier, this is NOT the case.Now business is delaying written response that it is understood I am sending back a different model than they initially sent me. I am growing wary the business is going to use this against me. Their sense of urgency on this matter was not in line with my expectations on the gravity of the error. I feel Mac Of All Trades misled me in my purchase and is now trying to scam me. I ordered and PAID for a newer MacBook which they did not have in the first place.

  

  Business Response

  Date: 03/28/2023

  Hello,

  Prior to receipt of this complaint, we addressed the customers concerns in full, and believe this issue is resolved.

  The customer reached out to us on Friday, March 24, and provided information regarding their concern. We responded within one business day to each message sent by the customer, and provided return instructions for a full refund on Monday, March 27. Further investigation was performed internally, and it was confirmed that two separate orders were inadvertently placed in the wrong boxes by our shipping department; this is why the product and charger were mismatched.

  Obviously, it is never our intention for this type of situation to occur, and we sincerely apologized to the customer for the inconvenience our error caused them. Unfortunately, after receiving all of the aforementioned, the customer informed us they would be reaching out to the BBB and their state's attorney general, and threatened legal action.

  Their claims that we are delaying written response are patently false, as we have responded within one business ***** average, under four business hoursto all of their messages; per our website our business hours are Monday to Friday, 8:30AM to 4:30PM Eastern Time. As previously stated, the customer had received clear return instructions, a prepaid return label, and several apologies prior to their threats of public complaints and legal action, so the claim that we were attempting to mislead or "scam" them is grossly false.

  Regardless, the last thing we want is for a customer to feel this way in the slightest, so a supervisor reached out to the customer to provide detailed information regarding our internal investigation and offer further apology; this was also sent on Monday, March 27. On the same day, the customer acknowledged their understanding, including that we will be issuing a refund once their return is received at our facilities.

  We received this complaint on Tuesday, March 28, but since the complaint does not request anything different than what the customer has already been assured of and agreeable to, mac of all trades considers this matter resolved and closed. This response is factual, and will be provided in response to any further complaints if received, including the attorney general or other forms of legal action.

  Customer Answer

  Date: 04/06/2023

  yes the business responded in one business day but its unfortunate that there was no sense of urgency. I immediately responded on Friday morning with the details that were requested. Perhaps my wrongful assumption but this was a serious difference in product and made me doubt everything. Wrong charger, moldy scent etc. The initial response to fix it was to pay me the difference in model. That only enforced the feeling of being scammed and made me threaten legal action. But I digress. 
  I hope the business will put stricter checks in place before sending the products out. 

  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,
  
  ***************************