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:07/16/2024

  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.

  Date of transaction: April 29, 2024
  Paid: $2,664.30 USD
  I was promised a custom-built working MSI Stealth 16 AI Studio A1VFG-028US Gaming Laptop.
  The item I received was faulty, it was sent under warranty almost immediately after I received it. The laptop was then sent back to me with external damage and was still faulty (unable to do its intended function). I sent it back under warranty once again, and the laptop arrived with the external damage fixed, but will no longer turn on. It's unusable. This is the 3rd time I've been sent back this product (on July 15, 2024) from Xotic and it STILL DOES NOT WORK. When I insisted on a refund the second time I sent it back (June 22, 2024), they informed me that they would let me know if that was an option after they reviewed the laptop. Instead of letting me know, they just sent it back to me without any note on what they did to repair it and why I could not get a refund. I just received it not working again and they're telling me I can only send it in for repair and a refund is not an option since I'm not in my 30-day window. This product has not worked as intended since the day I received it, and has yet to work after sending it back twice. I just want my money back. I'm tired of playing this back and forth over an almost $3,000 laptop that remains to be unserviceable.

  

  Business Response

  Date: 07/17/2024

  We sincerely apologize for the inconvenience and frustration you have experienced with your recent purchase of the MSI Stealth 16 Gaming Laptop. We understand your disappointment and appreciate your patience as we work through this matter.

  
  We are currently working diligently with MSI, the manufacturer of the laptop, to address the issues you have encountered. Our goal is to ensure that your machine is either fully repaired or replaced in a timely manner to meet your expectations.

  
  Additionally, if necessary, we are more than willing to help you transition to a different model to better suit your needs. Please let us know if this is an option you would like to explore, and we will work with you to find a suitable alternative.

  
  We understand the inconvenience caused by this situation and are doing everything we can to expedite the process. Please know that your satisfaction is our top priority, and we are committed to resolving this issue as swiftly as possible.

  Customer Answer

  Date: 07/19/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is no longer an issue of getting the device fixed. I do not trust the company XoticPC and I do not trust the products you create. You have ruined that by sending me a faulty product 3 times in a row. I've had this broken laptop in my possession since Monday which is also the same day that I reported it inoperable. It is now Friday and I still do not have a shipping label to return it because your team is inconsistent and unreliable, just like your products. I do not want a repair. I do not want a new device. I don't want anything more from your company. I will only accept my money back. My patience and understanding has a limit and if we cannot resolve this, I will be taking legal action.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 07/22/2024

  We hope this message finds you well. We are deeply sorry for the inconvenience you’ve experienced with your recent purchase. To resolve this issue, we are providing you with a return label to send the item back to us.

  
  Once we receive the returned item, we will process your refund promptly. If there is anything else we can do to assist you, please do not hesitate to reach out.

  
  Thank you for your understanding and patience.

• Initial Complaint

  Date:06/02/2024

  Type:Billing 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.

  Date of transaction: 2023-Feb-08
  Transaction Amount: $6195.88
  Date of accidental damage: 02-April-2024
  
  This laptop was purchased from XoticPC with accidental damage coverage for three years. On 02-April-2024, I accidentally dropped the laptop causing damage to some of the internal components. This damage didn't become apparent until a few days later when I started experiencing video card issues causing the system to lag severely when the GPU was used, and caused any external monitors and the internal LCD panel to randomly black out requiring a forced reboot. This persisted despite a reinstallation of the OS.
  
  The laptop has gone back and forth between MSI and XoticPC a number of times, and I am coming up on the two month anniversary of the machine being out of my possession for repairs. I was told the last shipment back to MSI was supposed to be a replacement for the machine, but the MSI representative advised me that the battery and wireless card were replaced instead. This is despite the fact that the original invoice from MSI indicated the system board needed to be replaced back when the machine first reached MSI.
  
  I cannot get a straight answer from the company on what is being done with my machine. I've been told a number of times that I cannot speak with management, and was forced to scour the net to find out the email convention for the company, at which point I emailed ******* ******, and the management team.
  
  I am seeking a refund or a replacement machine at this point given how long this has taken and the lack of updates I am receiving. The cost of shipping the item from my home to MSI was $198.14 via UPS.

  

  Business Response

  Date: 06/03/2024

  We hope this message finds you well. I wanted to personally apologize for the delay with your RMA. The machine arrived back at our location late last Friday, and it is currently undergoing thorough testing to ensure it is fully functional.

  
  We anticipate completing the testing today and will expedite the shipping to get the machine back to you as soon as possible. I am truly sorry for the delays caused by the manufacturer and appreciate your patience and understanding during this process.
  

  

  Business Response

  Date: 06/04/2024

  I wanted to sincerely apologize for any confusion that might have transpired. During the last and more recent phone call with our management team, we discussed the status of the RMA and its return from MSI. We confirmed on the call that we would ensure the repairs had been completed and that the machine was fully functional before returning it to you with expedited shipping.
  
  Again, I apologize for any part of this process that might have been confusing. We appreciate your patience and understanding.

  Customer Answer

  Date: 06/07/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:03/21/2024

  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 ready to ship PC from XOTICPC on 10 February 2024 via the ****** app and I never received the PC or any product and its almost April. The company was saying that because I did an address change, they would have to wait until ****** sends them the confirmation for the address change. I then called ****** to verify if that was the case, but I was told multiple times by ****** that they do NOT send any confirmations about address changes to anyone. After I emailed XOTICPC about the issue, they reiterated the initial response of them still waiting to get the address change confirmation. I kept trying to get a hold of an actual person on the phone but the phone number that they provided gives you an automated response message that leads to a deadend. I wanted to reach out to them so that we can get a better understanding of the situation but at some point XOTICPC completely ghosted me. Now I'm making payments on a PC I never received. If anyone knows how to help me, I would greatly appreciate it.

  

  Business Response

  Date: 04/04/2024

  We sincerely apologize for the inconvenience and frustration you experienced with your recent order. It has come to our attention that there were significant issues encountered during the shipping process, ultimately resulting in the cancellation of your shipment.
  
  Upon attempting to process your order, we discovered that the size of the package exceeded the limitations set by the shipping company for delivery to the address provided. Despite our best efforts to resolve this issue promptly, we encountered unforeseen challenges in obtaining approval for the revised shipment and, unfortunately, were unable to proceed with the delivery.
  

  As a result we have refunded your order and extend our deepest apologies.

• Initial Complaint

  Date:02/22/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have financed for a ready to ship pc which takes 1-4 days which I was told via email I order this on the 17th at 8am and it’s now the 22nd and there had been no process no queue. Just ordered and it has no changed. And looking from the other complaints it’s the same problem. So I was wanting my finance canceled and my $305 credited back to my card asap!!

  

  Business Response

  Date: 02/22/2024

  We hope this message finds you well. We would like to inform you about the current status of your recent computer order, and we sincerely apologize for any inconvenience this may have caused.
  
  Upon reviewing your order, the model of computer you selected is was not in stock but under inventory allocation and production phase and we work to prepare more of the unit. This is indicated on our site list as "More In Production," and not as a set number of stock like other models that are avalible. We want to assure you that our team is diligently working on procuring and producing more units to fulfill your order as quickly as possible.
  
  In the meantime, we understand that waiting for your preferred model may not be ideal, and we have alternative models that are readily available and ready to ship. These models are indicated by the number of units listed as "in stock" on our website. If you would like to explore these options and receive your order sooner, please feel free to make the switch.
  
  We sincerely apologize for any inconvenience this delay may have caused, and we appreciate your understanding as we work to complete your order to the highest standards. If you have any further questions or would like assistance in selecting an alternative in-stock model, our customer service team is available to help.

  Customer Answer

  Date: 02/22/2024

   
  
  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:01/12/2024

  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.

  We ordered a prebuilt PC on 12/27. We paid for the shipping to be expedited due to the fact that we need a PC for business. IT was originally supposed to ship within 3 to 6 days. We are now 12 days in 9 if you count the Holidays and Weekends which they do not include in the estimate, and they still cannot give me a definite your order will ship this day. Last week I was given 3 different ship dates and today I was told they had 9 days to ship today is those 9 days and they are saying that it will not ship now until NEXT FRIDAY 01/19 which is only 7 days from being 30 days from my order date. They are requiring me to pay a 20% restocking if I cancel the order that they have not met one of the promise dates. They do not communicate. We had similar issues with our first order and should not have ordered again but the first order did get here in 3 weeks but it broke one week after and we had to send the PC back and they are supposed to fix it still waiting on that. There has been NO COMMUNICATION except from when I contact them since we have started this process and these are completely unacceptable business practices. Everyday we don't have a PC we loose money, are they going to pay for our business losses after the 9 days since they won't waive the 20% restocking? Probably not I just need a PC that we paid for and I needed it yesterday. I would never recommend this company and I will make sure our issues are posted everywhere I can post as an influencer so that people who spend their hard earned money do not waste their time and have to wait 30 days on a PC that will break in a week and have to be returned in a week only to order them a second one that takes more than 30 days to even ship. I have every conversation that I have had with them if they are needed. There have been at least 5 promise ship dates only to tell me today it could ship by the 19th.

  

  Business Response

  Date: 01/12/2024

  I am writing to update you on the recent concerns raised by one of our customers. We have engaged in thorough communication with the customer to address and resolve the issues they experienced. I am pleased to inform you that we have successfully shipped the computer to them.
  We acknowledge that there was a minor delay in the delivery process, for which we extend our sincere apologies. Our team has taken steps to ensure that such delays are minimized in the future.
  We would like to express our gratitude for the patience and understanding shown by the customer during this time. Our commitment to customer satisfaction remains our top priority, and we are dedicated to providing quality service.
  Thank you for your attention to this matter. Please do not hesitate to contact us for any further information or assistance.

• Initial Complaint

  Date:12/11/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, November 24th, I ordered an XOTIC PC "Ready to Ship" gaming desktop computer. The order number was *********. The reason why a Ready to ship (RTS) item was ordered was due to a heavy workload commitment (on my part) for that following weekend. Since this was an RTS order, I expected the item to ship that following Monday, November 27th. However, when no shipping date was initiated by November 30th, I contacted the company's chat service and reminded the chat person that I ordered a RTS item and needed the item by Friday, December 1, 2023. If I did not receive it by that date, I would be forced to cancel the order and buy somewhere else. The chat person told me that he would try to get the item to me by Friday. When I did not receive any shipping information for Friday, December 1, I purchased elsewhere. The chat person also told me that the company "ran out of" the item I ordered and had to go into another production run. I told the chat person that was not my problem. At this point, I told them to cancel the order. And this brings us to the problem. I paid for this RTS item through a finance company. XOPIC refunded 1949.95 out of the 2384.75 total. I contacted XOPIC once again and asked why I did not receive a full refund. The chat person (*******) told me that there was a "restocking" fee deducted from the total. I told him that I did not order a production customized item. I ordered an RTS item. XOPIC did not communicate with me that they were out-of-stock for the item I ordered, nor did they ask me what I wanted to do. I did not authorize or initiate a production run item. Since I did not receive or initiate such an order, a "restocking fee" does not exist. I do demand that the remaining cost of this item be fully refunded.

  

  Business Response

  Date: 12/11/2023

  We sincerely apologize for the difficulties you encountered with your recent order. We would like to inform you that a full refund will be issued for your order, as unfortunately, the product did not reach you. We deeply regret any inconvenience this may have caused you. If you have any further questions please feel free to reach out to our customer service team.

  Customer Answer

  Date: 12/12/2023

  
  
  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:09/25/2023

  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.

  Placed an order with xotic pc on September 6th 2023
  Xotic pc was supposed to build my computer per request after about a few days short of a month (September 22) I finally received my computer after getting it plugged in started to play games then immediately started to have issues contacted the company was told to use there website to make a return once going thru the process they then proceeded to try and charge my debit card $110 for “shipping “ and that my order can’t be returned for free I had a professional come out and I was told this desktop is unbalanced and that I got completely ripped off on the price I don’t have the knowledge on desktops I fell like as if i was taken advantage off they won’t let me return this without paying $110. I don’t know how a business could charge someone $110 for an item they sent was defective and or doesn’t work as should.

  

  Business Response

  Date: 09/25/2023

  Sorry to hear about the issue you had with your purchase. In the future if you could reach out to our support team they could have assisted you for free as it is covered under the purchase of your machine. Given the chance our team could have asisted your removetly to help resolve any issue you might have been experiencing. The information you provided from technician you reference might have been referring to a different issue than what you originally stated. If you need support in the future please reach to us, we'd be more than happy to assist. 

  Customer Answer

  Date: 09/29/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I had contacted customer service and they weren’t helpful kept telling me I had to pay in order to return the desktop I explained my issue on the desktop not working as it should and they just said if I wanted to return my desktop then I indeed had to pay I have never seen anyone charge over 100$ just to return a defective item/desktop so because I’m not satisfied with my desktop I have to pay 100$ to return it then i don’t have a desktop at all this makes no sense to me how they mess up my order then try to charge me over 100$ to return it when I already had to pay over 40 just to have it shipped to me in the first place 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  
  

  

  Business Response

  Date: 09/29/2023

  We have reached out to the customer to try and see if we could assist with the issue they might be having but are they are only interested in a return which we will accept. If the customer would like to ship back the item with a different preferred shipping service that would be fine as well if that helps with their current shipping concerns. 

• Initial Complaint

  Date:09/21/2023

  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.

  Company sold me a $1500 laptop that had a hardware failure within 2 months. Refuses to pay return shipping and issue a refund.

  

  Business Response

  Date: 09/21/2023

  We have been in contact with the customer and their purchase. They are covered to have anything on their purchase covered under warranty which will be honored by us or the manufacturer and is currently active. The customer can send machine in for repair if needed whenever they would like or we can work with them remotely if they desire that option as well. All warranty repairs can use our self-service system to get a return label set up at our discounted rates. This applies to all orders and is most convenient for customers to proceed with any warranty work that needs done.  

  

  Business Response

  Date: 09/21/2023

  There has been no refusal to work with the customer on the repair for their purchase if it is needed. If they wish to send it in for service their warranty will cover any costs for the repair. 

  Customer Answer

  Date: 09/21/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  merchant is insisting that I pay shipment on something that is 2 months old. That is not acceptable. I have filed a chargeback at this point as I do not wish to keep this piece of junk
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:06/30/2023

  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 first ordered a laptop from you guys may of last year. I paid extra for it to be shipped in a "custom fabricated wooden crate" as you put it, but it was just shipped in a regular box. The laptop worked fine for a few months, until one of the SSD's died. After fiddling with customer service for a bit, I sent it in for a RMA, and got it back some weeks later. Not only did the screen have marks on it that weren't there before, but there was a SSD that was half the speed of the old one installed. Then the second SSD died. After talking with customer service for a bit, we agreed for me to pay a deposit, and they'd send 2 new drives to me, and I'd send the old ones back, so I can still use my laptop because I need it for work. After waiting a while, the new ones came in that were the right speed, but at half the capacity of what they were supposed to be. Talked with customer support, sent them back, they said they would send the right ones. Package comes in after another week, and I finally thought this would be over, but there's only one SSD. I talk with customer support and they said they'll send the other one. It's been months and this should've been a week-long issue. And I just checked the one SSD they've sent so far, and it's the wrong speed, half of what it was supposed to be, so we're back to square one after months of back and fourth. Horrible customer service, they don't seem to know what they're doing.

  

  Business Response

  Date: 06/30/2023

  Our apologies for the faulty drive your machine experienced. Indeed the first replacement drive sent to you was the incorrect speed and size. We are sorry about the mix up that occurred and the delay that it caused. The most recent replacement sent was the correct size, and GEN4 specification speed rating as well. 

  Again, we apologize for the mix up. 

• Initial Complaint

  Date:04/06/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my laptop to the company, and it was received by them on 03.08.2023 for a warranty repair. Since then, I have been in constant contact with Jeffrey, whom I believe is in charge of the tech support group, about the status and they said they were waiting for a keyboard from the manufacturer. When I reached out to them again because some time had passed, they advised me that an email had been sent to me to pay for the keyboard. I never got that email and their emails to me do not go to spam. That was my first anger at them. Nevertheless, I paid them $****** on 03.22.2023 for the keyboard. On Saturday, 04.01.2023, there was a box at my front door. I opened it and it and to my surprise it was the keyboard! The manufacturer had shipped it to me instead of XoticPC. Imagine my anger and frustration. I called them first thing Monday morning, 04.03.2023, explained the situation to Jeffrey, and requested they email me a shipping label to send it to them overnight since it was their fault and every day that goes by is a delay in receiving my laptop back. He said that shipping would be sending the label. When I didn't get it by Tuesday, I contacted Jeffrey and asked what was going on with the shipping label. He responded that they were working on it. By this time, I am furious (again) and called to speak with the owner (and of course he was unavailable). I reached out again yesterday and was told by Jeffrey and he and the owner were trying to work something out with the manufacturer. Now, how did it go from sending me a shipping label to working it out with the manufacturer? Again, I was furious but remained on hold while he gave me a status. I was on hold for over an hour and no one ever came back on the chat line. I disconnected very angry, called them, and said "this is the worst customer service I have ever encountered and would be filing a complaint. I contacted them this morning and now they are trying to get a shipping label to me. ABSOLUTELY THE WORST COMPANY!!!!!!!!!!

  

  Business Response

  Date: 04/06/2023

  Unfortunately the manufacturer did send the repair part to the customer directly instead of to us for repair. We have worked with the customer and have provided a shipping label to them to have the part sent to us so we can complete their repair.  We apologize to the mix up with the manufacturer and are proceeding with their repair and will continue to keep them updated.

  Customer Answer

  Date: 04/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The shipping label was only sent after I filed the complaint!!!!!!!!!
  
  
  
  Sincerely,
  
  
  
  Bryant ******

  

  Business Response

  Date: 04/17/2023

  We apologize for the delay you experienced in getting the return label. The employee who had access to set up the label was attending a family funeral and was unable to expedite the process as they were out of the office for a few days. Again, our apologies for the delay you had experienced.

  Customer Answer

  Date: 04/18/2023

  
  
  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. However, they did nothing until I filed the complaint.
  
  
  
  Sincerely,
  
  
  
  Bryant ******