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:09/28/2023

  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:09/19/2023

  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.

  Back in June I found Mac me an offer online, I am 66 and retired, I use my IPad very carefully, knowing I can sell it when ready to buy a new one. There are 2 elderly adults in the household, one I pad we seldom use, the other had a little but normal wear. I received a quote online of ******. Once its was received, by them I received a new quote #****** for much less ******. Thinking maybe we did use it I bit more so I excepted the revised offer. This month Sept of 23 I decided to get a second new I pad so again I did my offer on line and knowing this one was a little nicer I rated it, Light Use - Some light scratches. No dents or display blemishes. I received a quote of ******, and again I received a revised quote #****** for $107.16. Lower than the first iPad I sent in. All of the correspondence has come from ********** The first I pad and the 2nd. So I wrote back to *** and asked how can this be, he wrote back saying he personally pulled it from stock and looked at it himself, signed **********, so who looked at it the first time, it made me think since I received back similar responses on both iPads I received automated messages that are sent out to every one and they have no intention of paying the online quote. Now this time *** A did say he would try to get me a little bit more money of ******. Since I feel like they had no intention of honoring their quotes, and feel trapped by telling you, the the sender needs to provide postage to receive it back, I want to be reimbursed for the amounts not honored of $80.16

  

  Business Response

  Date: 09/20/2023

  Hello,

  We will address each PO of this complaint individually.

  PO 237309:
  This customer submitted an offer through mac me an offer on June 14th, 2023 with the following condition selected: "Light Use - Some light scratches. No dents or display blemishes." On June 19th, the iPad arrived to our warehouse and was checked in by our technicians on June 22nd. Upon inspection, ************** confirmed that the iPad does have a blemish on the display in the form of discoloration throughout the **** To be specific, this discoloration is around the edge of the **** I have attached an image of the iPad to this complaint. Due to this, our mac me an offer **** **** reached out to the customer to confirm this issue and to advise of the updated offer estimate. This updated offer came out to the $116.64 amount. The customer then accepted the offer and a check was sent.

  PO 243703:
  This customer submitted their second offer through mac me an offer on September 8th, 2023 with the following condition selected: "Light Use - Some light scratches. No dents or display blemishes." On September 14th, the iPad arrived to our warehouse and was checked in by our technicians on September 18th. Upon inspection, ************** confirmed that the iPad does have a blemish on the display in the form of moderate discoloration on the *** and scratching on the glass. I have attached an image of this iPad to this complaint as well. Due to this, our mac me an offer **** **** reached out to the customer to confirm this issue and to advise of the updated offer estimate. This updated offer came out to the $107.16. The customer did not accept this offer and asked for the iPad to be sent back. *** advised that a return shipment would have to be covered by the customer. This information is provided in our Terms and Conditions as well. *** also approved a higher amount through a review with our managers. This reviewed amount came out to the $116.56. The customer then accepted this offer as well and a check was sent.

  Due to the above information of the iPads not matching their original quote, the customer accepting the offers, and an exception being made already, mac of all trades considers this matter closed. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20625712
  
  I am rejecting this response because: I feel deceived, I attached both emails that approved their purchase amount, no where in these approved statements does it say the amount maybe different. I feel this is bait and switch. I also received the random pictures they sent, there is no identifying information on these pictures. I throughly inspected both iPads before I sent them, there were no scratches or blemishes or dents. Lastly it was after I accepted the final offer on the last iPad that I felt deceived. I did not wait until I received their second payment, I filed this claim on principle. I sent an attached email that stated except this amount or pay for shipping to get it back. I was offered more money for both iPads, ****** to pay shipping to get it back, I would lose the extra profit. I do not considered the mater closed, I will only settle for the amounts approved on the emails I was sent, I am prepared to send this to arbitration. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/20/2023

  Hello. Our previous reply is factual and remains unchanged. Considering the customer has not denied receiving the payments for both trade-ins, and both offers were accepted by the customer prior to ** issuing the aforementioned payments in the same amount, Mac of All Trades considers this matter closed.

• 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,
  
  ***************************

• 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.