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:06/18/2025

  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 specifically purchased an iphone 14 pro in EXCELLENT condition which the company advertises as having a battery health of 100% because they replace it. So I paid more for this particular model with the understanding that i would be paying for a device with a battery health of 100%. I received a device with battery health of 86%. That is not a device in EXCELLENT condition as the company advertises. Instead of sending me a device or resolving the issue, they are telling me to return the device by stating in an email "Please visit our return portal at [insert link here] to initiate the return and exchange process." *********** is obviously scamming its customers.

  Business Response

  Date: 06/19/2025

  We do apologize for any confusion. Excellent condition only means that the device will be in excellent condition cosmetically. Everyd evice is 100% functional but we only guarantee that Battery health will be above 80%. We have never advertised otherwise. This is transparent on our website and can be found by a ****** search. I have posted a screenshot to prove this.  If the customer is not happy, we are more than willing to accept it back and issue a refund.  Please let us know if you have any questions. 

• Initial Complaint

  Date:06/16/2025

  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.

  Complaint: 23477514
  
  I have reviewed the business' response and am rejecting it because: I sent the business screenshots of my ****** account showing them that it was not linked to the computer from the beginning and that the account was not mine, they *** the laptop back to me with the same issue. Which i reached out to them last week about and they have not been helpful, i even went to the Apple Store and they told me they could not help me at the store that  i  would need submit a case to Turn off Activation Lock, the only way they would do it is if the Receipt of purchase had the serial # of the laptop, which it did not, i did inform Plug Tech about it and their customer service *** added it to the email. It's been almost a full week and i have not heard from Apple Support if the issue has been fixed. All I'm asking from the company is for them to send me a different laptop. As of today they sent me a another *** label to send back the laptop, which i will  be sending back tomorrow. Hopefully this gets resolved by the end of next week, i have boughten multiple items from them, and this experience has been unpleasant. 
  
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/24/2025

  Thanks for reaching out, and Im sorry for the confusion. We were following our standard policy regarding iCloud-locked devices, which limits what we can do if an account is still active.
  That said, wed be happy to take a second look and get this sorted out. Our team will provide a return label and reach out to the customer. 

  Business Response

  Date: 06/26/2025

  Once we receive the device back, our team will make sure to get this resolved. The customer has confirmed they will be using our warranty process. Thanks

  Customer Answer

  Date: 06/26/2025

  Complaint: 23477514
  
  I have reviewed the business' response and am rejecting it because: I asked for a replacement laptop since the beginning and they said no, plus they wont honor the warranty on the battery since someone elses Apple ID is still on the laptop. Its all documented in my emails. I will not close the case until I physically have a working laptop in my hands. 
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 06/27/2025

  Hello, 

  Confirming that i sent the business the laptop back. Expected Delivery date by **** is Wednesday July 2nd by 9pm. 

  Thank you, 

  ****** Ponce 

• Initial Complaint

  Date:06/13/2025

  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 purchased a MacBook Air from this company for $419 + ***** (tax) the first item came in April of 2025. After a month of use, one of two usb-c ports stopped working, I reached out to them as the item is still within the 12-month warranty to have the item replaced. They sent me a replacement product only the replacement product to come without a bootable drive, meaning, didnt start-up/work and now doesnt turn on. I have contacted them to return this replacement device to get another replacement or a refund. They guarantee on their app and website that the products are inspected and sent, this replacement product was clearly not inspected as they wouldve noticed that it didnt work. Now, Im still waiting on them to send me a return label, its been three days and still nothing, I take this as a refusal to complete their task. They have lost all credibility with me and I dont want a replacement, Id rather a refund, which they state that they dont do, only store credit. I dont trust this company to send me a device that will work. It feels like a scam

  Business Response

  Date: 06/16/2025

  Thank you for reaching out. We sincerely apologize for any confusion caused during our communication.
  
  Our team has sent you a return label to ship the device back to us. As soon as we receive the item, well promptly move forward with either sending a replacement or issuing store credit, whichever you prefer, based on our policy, as the device has been in your possession for over 30 days.
  
  We appreciate your patience and are committed to resolving this for you as quickly as possible.

• Initial Complaint

  Date:05/27/2025

  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.

  Wife connected to her service carrier then a week later it got disconnected. Then she contacted the service provider and they said the phone was reported stolen. And I contacted them to get the issue fixed and they never responded back. The address i put on here is where we lived when I ordered it. But got sent to my parents in a different state.

  Business Response

  Date: 05/27/2025

  Our team has responded to this customer with a link to our return portal. We are more than willing to accept the device back per our warranty. The customer had this device for 5 months, and it wouldn't be usable if it was blacklisted. This would only happen now if a bill wasn't paid with the current carrier. But again, our team is more than willing to accept it back and see what happend here. 

• Initial Complaint

  Date:03/31/2025

  Type:Billing 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 multiple purchases from Plug starting around March 2024 until around October 2024. I have a ******* channel as a hobbies reviewing things like phones, computers and other consumer electronics. When I made my first purchase in March 2024 I signed up for Plug's affiliate program via ******* *******. I shared my affiliate link with my ******* viewers and X following. I mentioned Plug and its products in multiple videos and live streams. At the beginning of March 2025 I received an email from ******* that Plug has disputed my payouts for the previous 30 days have been disputed due to my code being found on a 3rd party discount website (amounting to $2,233.92) and that my link/code was no longer active. ******* said disputes must be handled directly with merchants so I emailed and messaged via *******. I explained I was unaware of my code being elsewhere other than my ******* channel and X. I had not shared nor published my code anywhere else. Plug did not respond to any contact attempt via ******* or email. In late March I emailed plug again asking to speak to someone in management. I was denied a contact method via phone. When I told them it was in regards to resolving my dispute with the affiliate program they once again stopped responding.

  Business Response

  Date: 03/31/2025

  We appreciate the support and the effort this customer has put into promoting **********************. However, the affiliate code was found on a third-party discount site, which violates the ******* Collabs terms. We disputed this on ******* and they agreed this was a violation. As a result, the commissions were reversed and the code deactivated. We understand this may be frustrating, but maintaining control of the code is part of the programs requirements.

• Initial Complaint

  Date:03/27/2025

  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 ordered a phone in excellent condition and the phone was very scratched and not in excellent condition like I expected . I returned it as fast as I could and never used it or turned it on because I simply felt lied to . Plug tech makes it seem like returns are free so I felt confident ordering since if I didnt like it I could easily return it. It turns out they charged me 106$ for a return ? Like thats so crazy , no one has everr charged that much for a return , I understand that theres return shipping but most companies just charge 10$ but 100 is outrageous. Especially since they ADVERTISE FREE RETURNS everywhere on there website and even TikToks lives . I just dont see how thats even fair at all . Iam asking to at-least be refunded 60% of the fees that I paid to return a phone THAT was not in the condition that was advertised and I paid for which was excellent, especially since I was looking to support the business and also help the environment since the phone was as already like 1100$ for which like 100 more I could have gotten a brand new one . Iam asking for help and to consider this because its not fair at all .ORDER #*******

  Business Response

  Date: 03/27/2025

  Thank you for reaching out and sharing your concerns.
  We understand how unexpected fees can be frustrating, and we sincerely apologize for any confusion. Our restocking fee is outlined clearly on our website, and Ive attached a screenshot for your reference to help clarify.
  That said, we truly value your business and want to make this right. As a gesture of goodwill and to acknowledge any miscommunication, weve gone ahead and refunded half of the restocking fee.

• Initial Complaint

  Date:03/26/2025

  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.

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I am disappointed that the only reason Plug fixed the situation was because I complained to the BBB, as they had already started to ship me back the same broken Macbook. Plug - do better. And get a customer service number. The email is NOT working for you and you shouldn't be allowed to conduct business until you do have one. 
   
  Sincerely,
  
  ****** *********S and it never came back in stock. I hadn't used it for a while, and then I couldn't get it to turn on at all. It was totally dead. So, I emailed them to get my money back. They said it would be no problem and to return it. I did, and got an email stating there was nothing wrong with it and they will be sending it back to me. Even though they have told me several times I could get a store credit, I can wait past the 30 day window, I can get my money back on the same payment method, etc. They have been sending me the most inconsistent emails and I can't even call customer service because that isn't an option. So, at this point, I am out of $551.19 and a Macbook. I have nothing. They scammed me and this is fraud. I need my money back ASAP. I don't even want store credit anymore because I don't trust them. I loved Plug and have used them several times before. They were so helpful in the beginning but as soon as I shipped the Macbook back they lied to me and kept my money. SCAMMERS!

  Business Response

  Date: 03/27/2025

  After a thorough review of this situation, our team identified a miscommunication on our part. Unfortunately, the information previously provided by our agent was not aligned with our policy, which typically does not allow for refunds on products that have been in the customer's possession for over eight months.
  However, recognizing the error and in the interest of good faith, we have issued a full refund for the purchase. Weve attached proof of the refund for your records.
  Thank you for your understanding.

• Initial Complaint

  Date:01/14/2025

  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 returned my wifes iPhone 13 for a warranty claim and the company has been unresponsive and still has not sent out a replacement device. Now she has been without her phone since December 30th. Its almost theft at this point.

  Business Response

  Date: 01/15/2025

  We do apologize for the inconvenience this has caused. There was a winter storm here in ************** so the time it took to process this return was delayed. Our team is shipping out the replacement today. Thank you! 

• Initial Complaint

  Date:12/14/2024

  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.

  Complaint: 22688457
  
  I have reviewed the business' response and am rejecting it because:
  
  I have no clue what the first screenshot is supposed to show? The second is a picture that I sent them of the damaged phone that they sent me. 
  
  Sincerely,
  
  Summer Ihori

  Business Response

  Date: 12/20/2024

  Please see the attached picture that shows our team hasn't received any emails from this email: ******************************. Also, we have a returns section on our website that is fully automated and provides the customer with a return label for free. Our team would not intentionally ignore emails and if it was missed, the customer has a warranty and this is outlined our website. 

• Initial Complaint

  Date:12/12/2024

  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 purchased an IPAD last December from *************************** and attempted to use my warranty to fix my device. They denied my claim and said they returned my device but did not.They are failing to provide tracking information so I can confirm they have returned it. They just simply said it was returned and sorry you didn't receive it with no evidence.

  Business Response

  Date: 12/20/2024

  Our team realized that we sent this iPad to the customers billing address which was differenet than their shipping. We issued them a giftcard for the amount of the device. Please see the attached picture.