Complaints

This profile includes complaints for MPB US Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MPB US Inc.

  33 34th St Ste 7-4-AA Brooklyn, NY 11232-2015

  
• 

  MPB US Inc.

  PO #4269 Brooklyn, NY 11232

  

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:06/14/2025

  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 have attempted to use and purchase from them 2 times in total. The first time I was told I had to mail in my item id like to trade for one of their items and then pay the difference once my item is mailed. Not the case but what I was told on the phone when called, I then had to pay to send them the item which they also said was covered. I sent my items hesitantly, got an email that said 1-2 business days for a response well, 5 business days pass and no word. I call them and they inform me they are behind, due to the lack to trust at this point I declined further transactions and request my item back. After a week of begging for a tracking number I finally got one. Fast foward a few months later of people saying they have good experiences I thought I'd try again, still took them more and the 1-2 days to look at my items. They got my items 6/5 didn't give me quote till 6/10 which I paid immediately due to knowing how long they take. And now they have over $800 worth of my equipment with no update as to where it is, when it will be shipped and all they can offer me is give them more time.

  Business Response

  Date: 06/17/2025

  Hi ******,
  
  Thank you for your feedback. We're sorry to hear that your experiences with MPB have been frustrating, and we appreciate the opportunity to clarify and address your concerns.
  
  Regarding your first transaction, we understand there was confusion around the shipping process. To clarify, MPB does provide a prepaid shipping label with every active quote. In your case, the original quote had expired by the time the item was sent, which meant a new quote should have been booked to generate a valid shipping label. As a result, the shipping cost was not covered. We're sorry this wasn’t clearly communicated at the time, and we recognize how that may have impacted your confidence in the process. We also apologize for the delay in processing and for the time it took to return your item and provide tracking details—this was not up to our usual standards.
  
  As for your recent transaction, your items were received on 06/05, and a quote was issued on 06/10, which was accepted promptly. Your order has since been packed and was ready for FedEx pickup as of 06/16. We understand the importance of timely updates, especially when high-value equipment is involved, and we are actively monitoring the shipment to ensure there are no further delays. A tracking information has been sent to your inbox so you can see any updates from FedEx.
  
  We’re continuously working to improve both our communication and turnaround times. Your feedback is valuable and will help us do better. Thank you again for your patience, and please don’t hesitate to reach out to our support team if you need any further assistance.
  
  Best,
  ******
  MPB US Customer Experience Team Leader
  

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair 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 May 29 I bought a Sigma ******mm f/4 DG OS HSM Art ***** EF Fit lens that was sold in "like new" condition. Upon further inspection of pictures of said lens posted by the seller, I noticed the number 35 on the focus ring is worn off, which means the lens is not in like new condition and is being misrepresented. On May 30, I promptly contacted them via email at ******************* to ask if the order could be canceled, since it hadn't been shipped yet. On June 2, ********* (******) responded and said the order can't be canceled as it's being dispatched, but I can return it after receiving it. However, today June 3, my order tx-us-******* still hasn't been shipped. So, to date, the seller has failed to both cancel the order and ship it. I either want an immediate $760.40 refund for my order, or I want it shipped immediately so I can then return it.

  Business Response

  Date: 06/04/2025

  Hi ****,
  
  Thank you for reaching out and giving us the opportunity to respond regarding your order for the Sigma ******mm f/4 DG OS HSM Art ***** EF Fit lens.
  
  We want to clarify that once an order has been processed and payment is completed, we are unfortunately unable to cancel it. This is part of our standard operating procedure to ensure order security and consistency in fulfillment.
  That said, we understand your concerns about the condition of the item and your prompt request to cancel before shipment. As a customer service exception, weve taken additional steps to help expedite a resolution. Our dispatch team leader has manually updated your order status to shipped within our systemnot because the item has physically shipped, but as a workaround to allow our returns team to process your refund without requiring actual delivery and return of the item.
  
  Please disregard the tracking number you may have received, as no shipment has taken place. Your order is being handled internally as a return, and your full refund of $760.40 will be processed shortly.
  
  We appreciate your patience and understanding. If you have any further questions, feel free to reach out to us directly through our Live Chat feature on our platform.
  
  Sincerely,
  ******
  ******** ********** **** ******
  ***********************

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me and the matter has been resolved. The business still forced me to get the BBB involved in order to resolve the matter. I also no longer trust this business to accurately and honestly represent the products they sell and their condition. 
  
  Sincerely,
  
  **** *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/24/2025

  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.

  On May 9th, I sold MPB a Canon EOS R camera with original ******************* EF ******mm f4 5.6 lens@($80) After both items were received, they deleted the camera and their quote information from my account and refuse to acknowledge receipt. They haven't paid me or sent my camera back. They have replaced my camera quote with ONLY the lens that was attached to the camera and haven't paid for either. The separate lens I sent was identified as something else and paid at much less than quoted. I got the lens specs from the lens itself. My camera disappeared upon arrival. I contacted them through their online chat and spoke to *****. He confirmed there was a quote, but they disappear while being evaluated. He said they don't take the model I sent and would be sending my camera back. I identified my camera from the specs on the original box it came in. This place stole my Canon EOS and won't pay me or send it back. Everything related to this camera has been deleted from my account and quote history. All that remains in my quote and transaction history are other cameras that they don't take and one I no longer trust them to send. Luckily, I saved and printed all of the quote information, chat transcription and also the tracking information for those items.

  Business Response

  Date: 05/29/2025

  Hi *****,
  
  Thank you for bringing this matter to our attention. We understand how concerning it can be to feel like something has gone wrong during a transaction, and we appreciate the opportunity to clarify what occurred.
  
  After reviewing the details of your order and the associated quotes, here is a summary of our findings:
  
  You created two separate trade-in quotes with us under the same email address and account one was reference number ************* and was set up to sell a Canon EOS R camera and the other quote was TX-US-8839127 for a Canon EF ******mm f/4-5.6 lens. When your package arrived, our receiving team documented its contents with intake photos and logged them into our system. In addition to the two quoted items, we also received a Canon EF *****mm f/4-5.6 II lens, which had not been included on any quote.
  
  Upon inspection, it was found that the camera received was not a Canon EOS R as originally quoted, but rather a Canon EOS Rebel Ti a significantly older 35mm film camera that we do not currently buy in. The difference between these models is substantial, and we rely on serial numbers, intake photos, and physical inspections to ensure accuracy during evaluation.
  
  As a result:
  
  - The Canon EOS Rebel Ti was removed from the quote, and we notified you via email on May 19th that the camera would not be purchased.
  
  - The Canon EF ******mm lens was found to be the Mark *** version, which has a different value than the standard version originally quoted. The quote was adjusted accordingly to reflect the correct market value.
  
  - We added the Canon EF *****mm f/4-5.6 II lens to the quote and included a value for that item as well.
  
  - On May 23rd, a follow-up email was sent to confirm the return of the Canon EOS Rebel Ti camera. The tracking information was included in that email and the tracking number is ************. It shows that the camera was successfully delivered back to you on May 27th.
  
  We are sorry for any confusion caused by the changes you observed in your account. Quote statuses change in our system as items are processed, especially when adjustments are made based on the actual items received versus what was originally quoted. However, no quote history or account information was deleted.
  
  We hope this clears up the confusion, and were happy to assist further if you have any questions about the adjusted quotes or payouts. Please feel free to reach out if you need help reviewing any remaining items in your account.
  
  Sincerely,
  *******
  ******** ********** **********
  ***

• Initial Complaint

  Date:05/21/2025

  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.

  I submitted for a quote for my *** ******** (*************) and shipped it to MPB. I told them that it was in excellent condition as I had never used it, outside of trying to get it to work with my cameras. I have never taken it on location or out the house. Everything that came in my ******** kit was still in the box, plus a couple extra cords that I had ordered. They quoted me that they'd pay me $61.00 USD for this equipment.MPB received my *** ******** on April 30, 2025. They stated that it would take 3-5 business days for them to check the equipment and send me payment for what they quoted (which wasn't a lot, although I said that the ******** was in EXCELLENT condition). After 1 week, I still hadn't heard anything regarding the equipment. I chatted with someone on the online Chat named, **** who said that they would get in contact with the technicians to give me a status on my ********. I never heard back from their technicians regarding the status of my equipment quote. On May 13, 2025, I chatted the person named, **** again and told them that I hadn't heard from anyone and to just ship back MY *** ******** that I had sent them. *** responded back that there they encountered a delay in processing my equipment quote. They said that they would reach out to their team for more information and I will reach back out to you shortly. I told them to ship my ******** back because I could sell it on **** for more money than they were giving me. *** stated that they alerted their team that I was requesting my equipment to be returned, but then messaged me back that MY item is next in line to be checked. They sent me an email on May 15, 2025 that my equipment was being returned to me. I received the equipment back on May 18, 2025 and it was NOT MY *** ********, but a *** ******* (SKU: *******)!!! They put a tag on it stating that it was a ******** and it clearly says on the item: ******** I either want my original equipment back or compensation for it.

  Business Response

  Date: 05/21/2025

  We sincerely regret the frustration and confusion this customer has experienced, and we appreciate the opportunity to address this situation directly.
  
  The customer originally submitted a quote for a *** ******** gimbal, which they described as being in excellent condition. The equipment was received at our facility during a period of high volume, which unfortunately led to delays in our standard processing time. We fully acknowledge that this delay, along with inconsistent communication, added to the customers frustration and we apologize for that.
  
  After the customer requested the return of their item, it was processed and shipped back. However, the customer rightfully noted that the item they received was a *** *******, not the ******** they believed they had sent in.
  
  Upon further investigation, including reviewing our internal inventory images and the serial number the customer kindly provided, we confirmed that a mix-up occurred in our facility. The *** ******** the customer sent in was mistakenly checked in under a different transaction, listed for sale, and unfortunately sold and shipped to another customer.
  
  This was a rare operational error and not reflective of the standards we hold ourselves to. We deeply regret the inconvenience this has caused and have taken this case seriously as part of our ongoing efforts to improve tracking and quality control in our warehouse processes.
  
  As a resolution, we have offered -and the customer may still accept - to:
  
  - Keep the *** ******* they received in error (no return necessary),
  
  - And receive a payment of $61, the original quote for the *** ********, in full.
  
  While we recognize that this situation has caused both stress and disappointment, we believe this offer is a fair resolution given the circumstances. We remain committed to learning from this mistake to prevent similar issues in the future.
  
  Sincerely,
  *******
  ******** ********** **********
  MPB
  

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The answer the business provided is NOT what was agreed on via email communication. I have attached a copy of the email communication between ******* and myself on May 21, 2025. I asked for half ($140.00) of what I originally paid for my ******** that they accidentally sold in exchange for me shipping back the ******* that they shipped me. They agreed to this request and I shipped this ******* back on Tuesday, 05/27/2025 via ************. Once they receive the ******* back, they are supposed to reimburse me for my ********.

  
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 06/03/2025

  Hi ******,
  
  Thank you for your follow-up regarding complaint ID# ********.
  
  We acknowledge the agreement reached with the customer via email on May 21, 2025, in which we offered a $140 payment equivalent to original purchase price of the ******** in exchange for the return of the ******* that was sent in error.
  
  We can confirm that the returned ******* arrived at our facility on Friday, May 30, 2025. As outlined in our communication, the $140 payment will be issued as soon as the item is unboxed and logged into our system. No further inspection will be required, and we anticipate processing the payment promptly following unboxing. Please just keep an eye on your inbox for email updates from our end.
  
  We appreciate the customer's cooperation in returning the item and are finalizing the resolution in line with our agreed terms.
  
  Sincerely,
  ************************** *************** *************************************************** *************** *** ***

  Customer Answer

  Date: 06/06/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/15/2025

  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.

  On April 12, 2024, I purchased a Nikon D500 camera and Nikon *******mm f/5.6 lens from *******. The items were sold as used excellent condition with a 6-month warranty.Initial Defects and Warranty Claim (April 2024):The first set was defectivethe camera showed error messages, and the lens malfunctioned. MPB processed a warranty claim, and I returned both for replacement.Replacement Set (received October 2024):The replacement lens arrived in worse conditionmissing screws, loose adhesive, and tape. The camera was falling apart. I contacted ***, and they processed another warranty claim. Staff assured me the 6-month warranty restarted upon receipt of replacements.Second Warranty Claim (received March 2025):I returned the defective items for a second replacement in March 2025. MPB processed the claim based on their written confirmation (November 2024) that the warranty restarted with each replacement.Current Defect (April 2025):After receiving the second replacement, the lens became jammed and inoperable. I contacted MPB again.MPBs Response (April 24, 2025):I asked MPB to reimburse a third-party repair or allow a same-day repair at their warehouse, as I couldnt wait three more weeks and this was the third defective unit. They refused, offering only a refund or replacement. After I requested a supervisor, I was told *** would not honor the warranty at all, claiming the reset should not have occurred.After I showed documentation confirming the warranty reset, *** shifted their stance, now offering a replacement as a courtesy without warranty or refund. This leaves me with no recourse if the next unit fails. I am therefore requesting a full refund and an end to this process.After I informed them that I would be filing a complaint with the BBB, they offered to restart the warranty. However, I have no confidence the replacement will be a quality item, and I no longer wish to deal with this company. The refuse to process a refund.

  Business Response

  Date: 05/21/2025

  Hi *****, 
  
  We are genuinely sorry for the inconvenience and disappointment this customer has experienced. At MPB, we stand by the quality of our gear and are committed to honoring our warranty obligations in a fair and transparent manner.
  
  To clarify the timeline and context from our side: the customer purchased a Nikon D500 and ********* lens in April 2024, both covered under MPBs 6-month limited warranty, as clearly stated in our published Terms and Conditions. When issues were reported during the warranty period, we promptly approved a return and arranged for a replacementan action fully in line with our warranty coverage.
  
  Following the arrival of the replacement gear, the customer was unfortunately given incorrect information by a new team member, who mistakenly advised that the 6-month warranty restarted upon receipt of replacement items. This is not the case. Our policy states that the warranty period does not reset; it remains tied to the original purchase date. This approach ensures the warrantys integrity and prevents indefinite coverage through repeated exchanges.
  
  Nonetheless, in good faith and to honor the commitment made by our team, we made an exception and processed a second replacement in March 2025even though this was already outside the original 6-month warranty window. This was a one-time accommodation, not a precedent.
  
  When the customer contacted us again in April 2025 with another issue, we had to uphold the terms of our Limited Warranty. While we regret any miscommunication, the policy is clearly outlined on our website and forms the basis of all transactions with MPB. We understand the customers frustration, but further exceptions would not be appropriate or sustainable.
  
  At this time, we are unable to offer an additional replacement or refund, as the warranty has expired. We sincerely apologize for any confusion and for the trouble this experience has caused, but we must remain aligned with our published policies in order to maintain fairness for all customers.
  
  Sincerely,
  *******
  Customer Experience Supervisor
  MPB

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  MPB did not offer a resolution at all. In fact, they have even reneged on their recent offer of replacement with warranty. Again, this is unacceptable for the following reasons:

  Repeated Defective Products: I have now received three separate units from MPB (the original and two replacements), all of which were defectiveranging from critical mechanical issues to obvious physical damage. This is not an isolated issue but a clear pattern of poor quality control.

  
  Written Confirmation of Warranty Reset: MPBs representative explicitly confirmed in writing in November 2024 that the 6-month warranty would restart upon receipt of replacement items. I relied on this assurance when agreeing to proceed with the second replacement. ***'s actionsspecifically, their processing of the second warranty claimdemonstrate that they were honoring this warranty reset. Their current position, that the warranty remained tied to the original April 2024 purchase, not only contradicts the written confirmation but also their own behavior and decision-making. The company is responsible for honoring the commitments its employees make, particularly when those assurances are documented and acted upon. All documentation corroborating this has already been provided and makes the situation clear.

  
  Refusal to Honor Written Offer: On May 8, 2025, after I informed MPB that I would be filing a BBB complaint if I did not receive a full refund, I received an email from their Senior Advisor confirming they would replace the item and continue to honor the warranty, inviting me to proceed. I have attached this email to this response. However, following the filing of this complaint, MPB reversed course againnow refusing both a refund and a replacement entirely, citing warranty expiration. This contradicts their own written offer and marks the second time they have reneged on a written commitment. This is another unacceptable attempt to retroactively void commitments made in writing.

  
  Lack of Confidence in Future Units: Given that I have received three defective units and MPB now refuses to honor any resolution, I have no confidence that any future product from them would be functionalor that they would fulfill their obligations should further issues arise.

  
  Requested Resolution: I am simply requesting a full refund of the original purchase price upon return of the defective item, which MPB will no doubt turn around and resell. *** has failed to deliver a product that meets the promised standard (used excellent condition) and has repeatedly reneged on written commitments to resolve these issues. It is unreasonable to expect the customer to bear the consequences of MPBs internal miscommunications and shifting policies.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 06/03/2025

  Dear *****,
  
  Thank you for your continued correspondence. We understand your frustration and appreciate the opportunity to address your concerns clearly and respectfully.
  
  We want to begin by sincerely apologizing for the multiple issues youve encountered with the items you received from MPB. We recognize that receiving multiple defective units is unacceptable and not reflective of the standards we aim to uphold.
  
  That said, we would like to clarify a few important points regarding MPBs warranty policy and the actions weve already taken in this case:
  
  Warranty Policy & *********************************************** *************** MPB provides a 6-month warranty from the date of the original purchasein this case, April 2024. Our policy does not reset the warranty period when a replacement is issued. While we acknowledge that one of our representatives mistakenly indicated otherwise in November 2024, this information was incorrect and not aligned with our actual warranty terms. We have addressed this internally to ensure greater consistency going forward.
  In March 2025nearly a year after the original purchase datewe still chose to honor an additional warranty claim as a one-time exception, despite it being well outside of the coverage window. This was done purely as a goodwill gesture to try to resolve your concerns, not as an acknowledgment of an ongoing warranty obligation.
  
  Another Exception Offered and **************************** **************** *n our follow-up communication, we also outlined that we would process the item through our standard warranty procedures: attempt repair first, provide a like-for-like replacement if repair wasnt possible, and only offer a refund if neither option was viable. This offer was contingent on the return of the item within the framework of that final courtesy claim.
  
  Since then, no return was initiated, and the time for honoring that exception has passed. We must reiterate that we cannot re-open the warranty claim a fourth time given the time window, nor can we issue a refund outside of our established return and warranty policies.
  
  Clarification on *********************************************** **************** While we understand your frustration with the conflicting information you received, MPB must stand by its official policy terms. Isolated misstatements by individual staffespecially when corrected and clarifieddo not alter those terms. We take full responsibility for the miscommunication and have addressed it internally.
  
  At this time, we are unable to offer a refund or further warranty support. Should you wish, you are still welcome to submit a quote to sell the item back to MPB through our usual channels, though we understand this may not meet your expectations.
  
  We genuinely regret that this situation has reached an impasse and that youve lost confidence in our service. While we cannot change past experiences, we do hope this explanation clarifies our position and the steps we've taken to try to address your concerns in good faith.
  
  Best,
  *************************** ****************** MPB Customer Experience Team Leader
  

  Customer Answer

  Date: 06/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  *****,

  
  Thank you for your reply. However, I note that *** continues to provide non-committal responses without addressing the core issues raised in my complaint. This is now my final request for direct clarification, as I am preparing to escalate this to Kings County Small Claims Court.

  
  Please respond to each of the following questions clearly and without further general statements:

  
  Does MPB acknowledge that a representative wrote in November 2024 that the 6-month warranty would restart upon receipt of replacements?
  ? Yes
  ? No
  
  
  Does *** agree that it processed a second warranty claim in March 2025 based on the above assurance?
  ? Yes
  ? No
  
  
  Does MPB acknowledge that on May 8, 2025, a Senior Advisor stated in writing that *** would issue another replacement under warranty and invited me to proceed?
  ? Yes
  ? No
  
  
  Does MPB now deny that it is willing to issue a refund, despite previously offering a warranty replacement and knowing I had already received three defective units?
  ? Yes
  ? No
  
  
  Is it MPBs position that a customer must accept indefinite exchanges of defective items with no guarantee of quality or functioning warranty coverage?
  ? Yes
  ? No
  
  
  These direct questions seek clarification of ***'s own written commitments and actions. Failure to respond clearly or a refusal to answer will be submitted as part of my documentation to the court, alongside your prior communications and policy contradictions, all of which have been documented. 

  
  P.S. I find it unfortunate that your company is willing to expend significant effort resisting a straightforward resolution, when all I am requesting is to return the third defective lens for a full refundan item which, no doubt, would be resold to another customer.
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:05/15/2025

  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.

  On 4/9/25, I ordered a ********* lens (************** $485.09) & a camera (*************) from MPB. On 4/14/25, I initiated returns for both (lens: TX-US-*******; camera: **-US-8774517) via MPB chat (Agent Jarret). I received a ***** label for the camera. I was instructed by MPB on 4/17/25 for the lens return to package it carefully and label the box with its return number. To ensure safety and as they were a kit, I packed the lens inside the camera's original Lumix retail box, which was then placed in the shipping box using the single ***** label (************) for the camera return. I wrote both return numbers on the outer box. *** received the package approx. 4/25/25. The camera was refunded on 4/29/25. The lens was not.Despite numerous contacts (chat logs 4/14-5/14):4/29: ****** said lens "not marked as received," would inform team. I confirmed it was in the camera box.5/5: "Actively worked on," escalated.5/8: I initiated a chargeback due to no resolution.5/9: Jarret: "attempting to locate lens," "collection photo does not show lens," "reviewing footage." I reiterated lens was INSIDE camera's Lumix box. Requested *******; no contact received.5/14: Jarret: "internal investigation," "cannot trace with *****" as lens under camera's label. I reminded them of packing. Camera "not available for purchase" (possibly resold with my lens inside its box?). Second ******* request; still no contact.*** has possessed my returned lens for over a month. They were explicitly told its location. Their failure to locate it internally and issue my $485.09 refund is unacceptable. Communication is slow, repetitive, and offers no solution. The burden of their internal disorganization is unfairly placed on me. I demand an immediate full refund of $485.09 for lens *************.

  Business Response

  Date: 05/21/2025

  Hi *********,
  
  We sincerely apologize for the frustration and inconvenience this experience has caused. At ***, we strive to make the return process as smooth and straightforward as possible, and we regret that this situation has fallen short of those expectations.
  
  To clarify the circumstances from our end: the camera and lens were purchased as separate transactions, and accordingly, two individual return requests were created in our system. For this reason, we ask that each return be sent back separately using the specific prepaid labels provided. This helps ensure accurate tracking and processing of each item upon arrival at our facility.
  
  In this case, both return numbers were written on the outer shipping box, but only one prepaid labelfor the camerawas used. Our internal records, including security footage, confirm that the box was received and the camera was removed from its original retail packaging for inspection and processing. However, we found no visual or physical evidence of a lens being included within the manufacturer box or outer packaging at the time of unboxing. Additionally, our receiving team did not document a lens during intake, and the item was not marked as returned in our system.
  
  That said, we want to emphasize that we do not take your claim lightly. We understand that you packed the lens inside the cameras original packaging with great care, and we recognize how frustrating it is to feel unheard or uncertain about your returned item. While the evidence is inconclusive, we are inclined to give you the benefit of the doubt.
  
  Unfortunately, because a chargeback has now been filed with your financial institution, we are currently unable to process any refund on our end. When a chargeback is active, the transaction is frozen while the case is reviewed externally. If you are willing to withdraw the chargeback, we would be happy to proceed with issuing the full refund of $485.09 for the lens as a goodwill resolution.
  
  We remain committed to resolving this matter with you fairly and respectfully, and were here to assist however we can to bring this to a close.
  
  Sincerely,
  *******
  ******** ********** **********
  ***

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair 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 ordered an item, described as being "Excellent" condition and "inspected carefully" prior to being sold, and covered by a 6 month warranty in the event of damage or defects.The item arrived in a defective state, covered by the warranty, and I returned it through the warranty claim/return process where I was told I would receive a refund or it would be repaired/replaced if possible. The item was never replaced or repaired after 6 weeks (originally 3 weeks maximum) and they sent it back to me. I provided proof that it was never repaired and asked for a refund again, and was told that they will only exchange it for a different item which would cost more money, or replace it, but noted that a replacement will not be guaranteed to be inspected and free of defects or damage.(The item is a camera. The defect is in the sensor, which can be seen in the form of red, blue, green, and white pixels in the provided image when zoomed in.)

  Business Response

  Date: 05/05/2025

  Hi *****,
  
  Thank you for your detailed feedback, and Im truly sorry that your experience hasnt met expectations. We appreciate you taking the time to share what happened and for giving us the opportunity to address your concerns.
  
  You purchased a Nikon D3000 camera from us in Excellent condition, and we stand by our commitment to thoroughly inspect all gear before it leaves our facility. While the original listing did mention cosmetic wear (specifically a scratched LCD screen), we understand your concern was with the appearance of image artifacts, which you flagged and returned under our 6-month warranty.
  
  When the camera was returned, our technicians found and removed a hair on the sensor and noted that no internal defect or scratches were present at that time. The item was then cleaned and returned to you in what we believed was a fully functional state. That said, we absolutely understand that issues like sensor artifacts or hot pixels - especially in older digital cameras - can impact your experience and confidence in the gear. While these issues are sometimes considered within normal tolerance levels for certain models, we take your report seriously and appreciate the evidence you provided.
  
  Per the terms of our Limited Warranty, our standard process is to first attempt a repair. If repair is not possible, we then offer a like-for-like replacement, and a refund is only issued when neither option is feasible. In this case, a repair was performed, but we understand youre still seeing the issue. Because we do have like-for-like replacements, the option presently available to you is sending the camera back for a replacement. A refund is not possible with replacements available.
  
  After further internal review, due to the age and limitations of the Nikon D3000 we don't believe we can guarantee non hot pixels on that model when shoot at higher ISO values like those used in the sample photos that you sent. Because of this, we would like to also offer you the option to exchange the D3000 for another camera of your choosing and we would cover the value of the Nikon D3000 towards that replacement camera. Your original purchase was $68, so we're able to credit that full amount toward another camera. Our team suggested several models that could provide a more updated experience, such as the Nikon D3500, D3400, or D5200, although those models typically fall above the original purchase value. We completely understand that this may not feel like an ideal solution, but this is the best resolution were able to offer under the terms of our warranty.
  
  That said, we remain committed to working with you. If you'd like help finding a suitable replacement option within or close to your original price range, our team would be happy to assist you.
  
  Thank you again for your patience and for giving us the chance to clarify. We hope to find a resolution that restores your confidence in us.
  
  Best regards,
  *******
  Customer Experience Team, MPB

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  MPB states there is no guarantee that a replacement camera will be functioning properly, meaning they will/do not test the cameras before selling them. I specifically chose to buy from this seller initially because they claimed to run tests beforehand.
  I do not want to receive an untested camera, and I do not want to pay more money for an entirely different item. A refund is the only reliable option.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

  Business Response

  Date: 06/12/2025

  Hi *****, 
  
  Thank you for your response and we apologize for the delay in communication regarding your return.
  
  A return has now been set up for you to send in the Nikon D3000. You'll find a confirmation email with a shipping label and instructions has been sent to your inbox. Once the camera is back at our warehouse and checked by our returns team we'll issue the $68 refund. We'll be in touch next once the package arrives with us. 
  
  Please feel free to reach out to our Customer Experience team on Live Chat if you have any follow up questions. 
  
  Best, 
  ******
  ** *** ******** ********** **** ******
  

  Customer Answer

  Date: 06/23/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ***
  
  
  
   
  
  

• Initial Complaint

  Date:04/30/2025

  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.

  On April 8 2025 I ordered an autofocus lens from ***. Order number tx-us-*******. After I received it, I tested it and found it to be defective. I contacted *** via email and asked for an *** and a refund. On April 14 2025 I received the *** and ***** return label, with the tracking # **** 0726 6184. A new transaction number was assigned by MPB tx-us-*******.On April 16 2025 I received confirmation via email from MPB that the package had been received.On April 21 2025 I emailed MPB asking for an update on the refund.On April 23 2025 I received a reply to this email, indicating that MPB was working on the refund (Jarret).On April 25 2025 having not received any further info, I filed a claim with ******. Subsequent to this claim I received an email from MPB (******) saying that I should withdraw my claim first before the refund is covered. I refused, indicating that it should be other way, with the refund triggering closure on the case.I am filing this BBB complaint on April 29 2025 and the refund is still pending.

  Business Response

  Date: 05/05/2025

  Dear ******,
  
  Thank you for bringing this to our attention, and Im truly sorry for the frustration and inconvenience youve experienced.
  
  We understand how disappointing it is to receive a defective item, and we appreciate you reaching out promptly to return the lens. You followed the correct process, and we did receive your return on April 16. Under normal circumstances, our returns are processed within 23 business days, but due to temporary staffing challenges and an increase in return volume, our current processing window has shifted to 45 business days. Weve been updating our *********** and FAQ section regularly to reflect these temporary delays, but we recognize that this still caused a delay in your expected refund.
  
  Your refund was in queue to be issued, but on April 25, we were notified of a ****** dispute being opened on this transaction. When a dispute is initiated through ******, it restricts our ability to issue a refund through our standard payment processor (Braintree), effectively freezing the transaction on our end. Unfortunately, this is a limitation within ******* system, and not something we can override.
  
  Because of this, were unable to complete the refund while the dispute is open. We fully respect your right to seek support through ******, but we do want to be transparent: continuing with the dispute may lead to delays or complications, especially if ****** ultimately sides with our position. Should that happen, we would not be able to issue a separate refund.
  
  We would sincerely prefer to resolve this directly with you, issue the refund promptly through our system, and close this matter to your satisfaction. If youre willing to close the ****** dispute, we will prioritize your refund and ensure it is processed immediately.
  
  We value your business and are committed to making this right. Thank you again for your patience, and were here if you have any further questions or concerns.
  
  Best regards,
  *******
  Customer Experience Team, MPB

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  My complaint was resolved by ******, not by MPB. The response is not satisfactory, as it continues the same incorrect statement (I am being polite) I got from customer service- that a ****** purchase cannot be refunded while it is being disputed. Well, MPB, I have news for you, it can very well be refunded and that closes the case. 
  To recap, you sent me a faulty lens- it took no more than 5 minutes on my end to verify that. Since you specialize in reselling used photo equipment, that does not reflect well on your standards.
  Your website says 2-3 days for refunds. You acknowledged receipt of the returned item on April 16 and by April 25 the refund had still not been initiated.
  I filed a complaint with ****** the same day and they ruled in my favor by May 5, period during which you were basically not in the process.
  Sorry, this is not the way to treat customers and even your response shows a lack of standards that is disquieting.
  I shall never buy anything else from you and I have to be thankful to ****** and not MPB for resolution on this case.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:04/25/2025

  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.

  On April 24th 2025 I made a large purchase from the merchant and paid for expedited shipping. Upon receiving the item it was not in the condition stated. They had used paper towel as packing material which had infiltrated every part of the camera equipment. Upon reaching out to support about return they were unwilling to refund the expedited shipping and told me I would have to wait for them to inspect the return to get my refund. Based on the state of the equipment when I received it, I do not believe they are going to refund me in good faith and I have wasted $70 in expedited shipping. I also had a lens with the shipment that I am unable to test now as well.

  Business Response

  Date: 04/25/2025

  Hi ******,
  
  Thank you for bringing this to our attention. We sincerely apologize for the condition in which you received your equipment and for any frustration this situation has caused.
  
  While we typically reserve expedited shipping refunds for orders where there was a courier issue, we are making an exception in your case and will be refunding the $69 expedited shipping charge to you. Additionally, as with all returns, once your gear arrives and has been inspected by our returns team, we will promptly process the remainder of your refund.
  
  Regarding the packaging, we are truly sorry. While we are committed to using sustainable paper-based packaging materials, paper towels are not part of our standard practice. We will be addressing this with our quality control team to ensure this does not happen again.
  
  Thank you again for your feedback as it helps us improve. We appreciate your patience and understanding as we complete your return.
  
  Best,
  ******
  MPB US **************************************************** ****************

  Customer Answer

  Date: 05/07/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ****
  
  
  
   
  
  

• Initial Complaint

  Date:04/16/2025

  Type:Order 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 received a preliminary quote from *** for $1525. After sending my camera, they valued it at $1540, since I included the original box. Prior to sending, I asked an *** *** in chat, "Does it say in your system when **-US-******* expires?" The *** responded, "Since the shipping is booked it will not expire." After *** inspected my camera and adjusted the quote, I asked another *** *** in chat "Can you tell me how long the tx-us-******* quote is valid for? The *** responded "The quote is valid until you complete it. However, we will continue to reach out to complete it." I trusted the statements by *** ***s and ended up not providing my banking info within a 3 month time-frame. I was under the impression that I still had time to decide if I would accept the quote or ask for my camera back. *** points to a 3 month clause buried deep in the **** while refusing to honor statements by their own ***s. *** also failed to abide by their own TOS twice, when they did not send an 'accept' button for me to confirm that I was agreeing to the adjusted quote, and when they failed to make "reasonable endeavors to contact me", even one time, to allow me the opportunity to prevent all the bad things that the same TOS sentence goes on to describe. They tried to convince me that ***etitive emails asking me to provide payment info met their TOS requirements, while no effort was made to inform me of the trap that I was falling into. Also, *** sends ***eated emails and shows clear updated information on the *** site, regarding how much time a customer has to accept a preliminary quote. However, once the shipping label is created, there is absolutely no website info or emails indicating any further time limits. This implies that time limits no longer exist. Due to confusion that this caused, I asked ***s and was told that time limits did not exist. Due to 3 months passing, *** deemed my camera "abandoned" and offered me a much lower payout, with no option to send back my camera.

  Business Response

  Date: 04/16/2025

  Dear *****, 
  
  Thank you for taking the time to leave your review. We're sorry to hear about your experience and appreciate the opportunity to explain what happened.
  
  You originally received a preliminary quote of $1,525 for your camera, and after we received and inspected the item (including the original box), we increased the quote to $1,540. We understand that you reached out to our team to ask about timing, and we acknowledge that the replies you received may have caused some confusion around how long the quote would remain valid.
  
  That said, our Terms and Conditions, which are agreed to when submitting a trade-in, state that we require a response within 3 months of an adjusted quote being issued. This response can be either accepting or declining the offer, and providing payment details or confirming your return shipping address. After that period, the quote is considered expired, and ownership of the item transfers to MPB if we haven’t received a response.
  
  To help you complete the process, we sent 13 follow-up emails over an 8-month period. These included links to provide payment details and reminders to finalize your quote. Unfortunately, we did not receive a response during the required timeframe.
  
  As a gesture of goodwill, even though the item was marked as abandoned under the Terms and Conditions, we have issued a new offer based on the current market value, which is $1,360. While this is lower than the original adjusted quote due to pricing changes in the used gear market, it remains available to you if you choose to complete the transaction.
  
  We understand this situation has been frustrating, and we are actively reviewing our communication process to ensure more clarity for future customers. Your feedback has been shared with our team, and we appreciate you bringing this to our attention.
  
  Best regards,
  ****** ******
  MPB US Customer Experience Team Lead
  

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  "we
  acknowledge that the replies you received may have caused some confusion around
  how long the quote would remain valid."
  
  I appreciate your willingness
  to accept the fact that
  I was misled by your staff, but your failure to remedy any financial
  detrimental to me is where you fall short. While fortunately admitting that I was misinformed by MPB staff you have unfortunately incorrectly stated that this had led to "some confusion". I did not feel confused, but instead I trusted the explicit reassurance by your staff. You want to penalize me financially
  for violating your TOS, but you failed to respond to multiple terms of service
  violations, by MPB (that I laid out in my initial BBB complaint). MPB again
  continues to claim that the repeated emails asking for my financial information
  was equivalent to meeting the TOS requirement to contact me as a means of
  helping me to avoid property loss to MPB. Additionally, the ‘accept’ button was not provided
  by MPB, which was a TOS violation, by MPB, immediately after sending the revised
  quote. You're stating that the current online quote is $1360 but I'm
  seeing that the current online quote for A7R IV is $1400, not including the box which you
  previously added $15 for. $1400 was the online quote prior to and after you sent
  your reply to this BBB complaint, but in fairness I can’t say that I checked
  the quote immediately after MPB offered $1360 for this resolution. Based on the
  current online preliminary quote, you should be offering $1415, however this
  would still not be fair to me. Your website is selling my item for more than it
  was at the time of the $1540 quote, so you certainly can't claim that any delay
  on my part has caused a financial loss for MPB. Not only was the delay not a
  financial loss, for MPB, but it was also due primarily to the fact that MPB
  staff had explicitly misinformed me regarding time limits. Giving me a lower
  payout due to a TOS technicality is unfair since MPB also violated TOS
  technicalities, and additionally misinformed me about time limits (as you have
  already admitted). It looks like MPB is trying to take advantage of the
  consumer. For the sake of fairness, I think you should just do what's right and
  send me the $1540, that was promised. Most honest companies would offer even
  more, for the inconvenience and negative experience that I have been subjected
  to. Please, do the right thing and finally resolve this conflict with your response.

  
  

   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 06/17/2025

  Hi *****,
  
  Thank you for your continued correspondence. We appreciate the time and thought you’ve put into sharing your perspective, and we’d like to take this opportunity to respond with clarity and transparency.
  
  We understand your view on the nature of the 13 emails sent over the course of several months. However, we respectfully maintain that these emails—each of which included a direct link to submit payment details and finalize your transaction—constituted a consistent and reasonable effort to help you complete the process. While the language used may not have included the phrase “accept quote,” the functionality provided through those links was explicitly designed to serve that purpose. These communications were in accordance with our Terms and Conditions, which outline a 3-month response window for adjusted quotes.
  
  We acknowledge that you were in touch with our Customer Experience team regarding quote timing, and we regret any confusion that may have arisen during those interactions. However, our policies—and the expectations they establish—are clearly documented and form the basis of all trade-in submissions. While we strive to provide clarity in all communications, it remains the customer’s responsibility to complete the process within the stated timeframe.
  
  Despite the item being marked as abandoned per our Terms and Conditions, we offered $1,360 as an initial goodwill resolution. After reviewing your concerns and reassessing market conditions, we updated the offer to $1,415, which includes $1,400 for the item and $15 for the original box. This quote reflects the current value of the item in our system and matches what is available to new sellers today.
  
  We understand that this may not match your original adjusted quote of $1,540, but that quote is no longer valid due to the expiration. The updated quote of $1,415 remains available as a goodwill offer and is not something we are obligated to extend—nor are we able to commit to the $1,500 you have proposed, as this exceeds the current fair market value.
  
  We hope this explanation provides greater context around the actions we’ve taken. The updated quote remains valid should you wish to proceed. If not, we will consider the matter closed, having made every effort to offer a fair resolution based on our policies and your specific circumstances.
  
  Best,
  ******
  MPB US Customer Experience Team Lead

  Customer Answer

  Date: 07/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  To MPB,

  
  

  I'm writing to formally accept the offer of $1415 in reference to BBB complaint ID #********. 

  
  

  I understand your position that this is the current fair market value, but I do still think it's it's not in the best interest of fairness and ethics for the company to provide customers with only one way to find out about this 3 month rule — by reading through the entire lengthy Terms of Use.

  
  

  If the customer service agents will be better educated about policies, then this might for some customers avoid the issue that I faced — where I was explicitly misinformed and told that there was no time limit to finalize the transaction. However, there should at least be clear information in the FAQ section, regarding such an important aspect of the transaction.

  
  

  I've outlined other concerns regarding no emails or information in the transaction section on MPB's page, regarding a 3 month rule. It comes off as unfair when MPB avoids any mention of the 3 month rule, outside of the Terms of Use, and then MPB reduces the payout on account of the customer missing the deadline. 

  
  

  I'm now aware of the 3 month rule, but others will inevitably have the same negative outcome that I did. I hope that it's true that MPB agents have been instructed to accurately inform customers regarding this rule, and that MPB will do better in the future — at least by adding direct information in the FAQ. Thank you for your time and consideration of my feedback. 

  
  

  Sincerely, 

  ***** ****** 

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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