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:02/17/2023

  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 from this company and received it on 02/15. I opened the package and turned on the laptop (which are refurbished) to find out that none of the keys work. I tried contacting the company as they only have a chat option with no response. I was also unable to file a support ticket to send the product back for a refund.Order #******

  

  Business Response

  Date: 02/24/2023

  Hello,

  Taking a look at this order, I am showing that the customer reached out to us on February 16th at 5:30 PM ET. Unfortunately, our offices close at 5:00 PM ET. However, the customer spoke with our chatbot at this time. The chatbot asked the customer if they wanted to return the product. The customer selected the "No" option. Our **************** Team followed up with the customer on February 17th at 9:24 AM ET. On February 17th, information to send the machine back to our warehouse was sent to the customer. The customer has sent the machine back and a refund has been processed for the order. Based on the above information, mac of all trades considers this matter closed.

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19424636
  
  I am rejecting this response because:
    It is inaccurate. I would like to note that I reached out to this company several times with no response. On w I made a complaint they did send me a shipping label and I sent in the product and received a refund. This matter is closed.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/06/2022

  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 refurbished MacBook Air on 11/30/22. According to the company it will be shipped out in 2 business day. On the third business day. I tried contacting this company because i didnt receive a tracking number. No updates on the website since 12/1/22. *** tried contacting this company via phone and email. No response. Tried messaging them on ******** no response. I want my money back or they need to provide a tracking number. This company doesnt communicate at all with anyone.

  

  Business Response

  Date: 12/07/2022

  Hello. The customer referenced above was contacted by mac of all trades prior to this response being filed, and a mutual resolution was achieved regarding their concerns. Should the customer need additional assistance, they are invited to contact us directly. Mac of all trades considers this matter closed.

• Initial Complaint

  Date:11/03/2022

  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.

  Invoice ****** Invoice ****** Purchased two phones within a month. Original purchase was an iPhone X that would not read SIM cards. Second purchase was made using in-store credit after a refund to my credit card was not offered or applied. Second purchase was an iPhone 11 Pro with a bad battery that needs replacement. Both phones were listed as being in "excellent" condition at the time of purchase, which would leave one to assume that the phones would work correctly out of the box. While Mac of All Trades has offered to do a warranty replacement on the battery, simply selling phones that worked would have sufficed. My request for them was to refund the amount equal to the cost of a battery replacement by an Apple Certified business in my area, which they declined. Instead, I would have had to wait 2-3 weeks to mail the phone cross-country, wait for the repair, and hope that I was sent a working phone at the end of my experience, which has been a waste of time thus far. On top of all that, I was sent the incorrect charger for my new phone. As far as I'm concerned, listing any devices as "Excellent" condition when they do not read SIM cards or have bad batteries is basically false advertising and a violation of my trust as a customer, when I'm already putting lots of trust in a nameless, faceless company to provide a service from across the country. I would like a refund of $70 plus tax to my card for the amount of the repair to fix my battery here in my hometown. I do not feel that is too much to ask after several weeks of attempting to obtain a working cell phone.

  

  Business Response

  Date: 11/03/2022

  Hello. According to our records, this customer received and returned order #****** after reporting an issue with the device reading SIM cards. Since the return was within 14 days of the product being received, a standard refund was eligible to have been requested, but the customer informed us a repair or replacement would be preferred, so we issued a store credit to expedite their process of getting a replacement.

  Their replacement, order #******, was delivered on November 2nd, and we were notified via phone call on November 3rd of concerns regarding the iPhone's battery. We offered to either inspect and repair the device or refund their purchase, but the customer declined both, instead informing us that they would be leaving bad reviews, then disconnected the call. The customer then followed up via email, informing us that it was "a lovely morning leaving reviews" about our company, containing false information regarding our refurbishment process. Additionally, they requested a reimbursement of third-party service fees, however our warranty policy agreed to at the time of purchase states: "Third-party diagnostic or repair fees will not be reimbursed."

  We understand the customer's frustration, and would be more than happy to issue a full refund back to their original payment method once the iPhone is returned. The customer has already been sent return information via email, and can follow the steps provided in that message to receive a refund. Mac of all trades considers this matter closed.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18354234
  
  I am rejecting this response because:

  You advertise on your website that devices are properly inspected for issues before being sold to the public. If this phone had been inspected (and the original purchase), these issues would have never been a problem for me as a customer. I am definitely not spreading false information when I say that your product has not lived up to your own expectations set by your own website. I am free to leave as many reviews anywhere I would like to warn people that they are essentially getting a device restored to factory default with zero inspection or repair. 
  
  As for reimbursing me for third party repair -- the cost of shipping the device and my wasted time are much more than simply helping me repair the product I already have in my possession. I am literally across the country from you, so shipping the phone one-way is minimum one business week. From the original purchase date, that would put me at almost 6 weeks without a working device. You have proven that you are untrustworthy as a business and rather than entertain any other solution, you have decided to take a hard line on your return policy when I have no proof or confidence that you would even be able to complete the repair in the first place. If your warranty program worked, I would have a working phone in my possession by now. 
  
  There were also issues with customer service. I was promised a phone to be reserved "within $50 of the value" of the phone I had originally purchased. No such notifications were made and I was only issued a refund in-store. I was told a refund would be made to my account if they had no suitable replacement. I should not have to work so hard to get a working device that I've already paid hundreds of dollars to obtain. If we've already attempted to solve the issue through your warranty replacement service, why would one assume that another attempt would yield a better result? 
  
  I have offered to provide receipts for the repair and screenshots of the device where it shows the battery is in "severely degraded condition." One such screenshot has already been provided to the business with no reply. I am not expecting you to reimburse me blindly. I am expecting a partial refund because that would be much simpler than continue to do business with you.
  
  To top it all off, you've stonewalled me through your own website and refuse to answer any questions about why you were not able to ascertain why the *** card function would not work on the original device, and why the battery in my latest purchase was able to make it through your inspection team. The answer is simple: you don't inspect anything and unwilling customers are your testers. There's not really any other explanation after receiving two phones that don't work as advertised (see 'EXCELLENT' condition) on your website.
  
  Lastly, I was issued an *** without requesting one. I have not asked to return the phone because it's fixable. You issued the *** either in error or for some other reason but that response was not prompted by me in any way. I am still open to discussing a solution but again, we've already tried your way and it cost me a lot of time. I'm not sure why you think it's okay to try that again.
  
  My reviews are true. Your sales agent would only keep repeating company policy and failed to make any attempt at real conversation, let alone solve the issue at hand.

  There are several bad reviews of your company already posted on the internet. Do you expect us to believe they are all simply spreading false information?

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

  

  Business Response

  Date: 11/04/2022

  Hello,
  
  Our original response was specifically pertaining to the desired settlement as noted in the details of the BBB complaint, which states a refund of the order was requested. If the customer would like a refund of their order, they can follow the return instructions provided via email, as mentioned in our previous reply.

  Regarding their request for reimbursement of a battery replacement: this was already reviewed and approved prior to our receipt of their reply to the BBB. The support representative the customer spoke with was not authorized to approve that decision themselves, as the request was outside of policy, and needed to have a supervisor review the case. We believe this may have been unclear due to the timing of when the call was disconnected, but we do apologize if there was any confusion. Regardless, the customer has also received instructions for having a battery replacement reimbursed if they wish to keep the device.

  We do want to make it clear that every device we sell is inspected, and all parts needing repair are taken care of prior to sale, with absolutely no exceptions. In this case, the phase of testing responsible for some of the partsincluding the battery and SIM carddid not perform as intended, so we were unaware these parts needed repair. We have already shared this information with the company who provides us with these testing tools, and the issues have already been resolved. The idea that we do not inspect or refurbish our products is unequivocally false, and our two decades of business as one of the highest-rated Apple resellers shows that this is an incredibly rare exception, one that couldn't be farther from the norm.

  We understand and continue to apologize for the inconvenience this has caused the customer, and have provided them with multiple options to resolve this issue. Because of this, mac of all trades considers this matter closed.

  Customer Answer

  Date: 11/05/2022

  
  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.
  
  Mac of all Trades has agreed to reimburse me for a battery replacement at an Apple Authorized Repair Service.
  
  This could have been avoided if Mac Of All Trades' customer service agent simply escalated the call instead of being rude and dismissive. 
  
  As for their claims of properly inspecting and testing devices, they have violated my trust as a customer, were extremely rude, and have made attempts to cover my tracks wherever I have left an honest review of their company (Resellers.com, reddit.com, and others) without describing the entirety of the story. 
  
  The bottom line is, a company claims to be refurbishing phones and two simple issues that should have been corrected at various stages throughout their "refurbishment" process were not caught. I will remove my reviews in due time but the fact remains that Mac Of All Trades had sent two devices in a row that did not work as advertised (i.e., EXCELLENT CONDITION), plain and simple. My apologies to all involved, but that is hardly an "incredibly rare exception." 
  
  At any rate, receipts will be sent to MOAT for reimbursement. If I do not receive reimbursement as promised, I will open a new complaint.
  
  Sincerely,
  
  *************************