Complaints

This profile includes complaints for Micro Center Computers & Electronics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Micro Center Computers & Electronics

  4119 Leap Rd Hilliard, OH 43026-1117

• 

  Micro Center

  730 Memorial Drive Cambridge, MA 02139

• 

  Micro Center

  655 Merrick Avenue Westbury, NY 11590

• 

  Micro Center Computers & Electronics

  263 Mclean Blvd Paterson, NJ 07504

• 

  Micro Center

  3089 Nutley St Fairfax, VA 22031

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:11/22/2022

  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.

  November 1st 2021, I purchased a Katana GF66 computer from Micro Center, St. Louis Park, MN. I ordered online for pick up that day. When I picked up the computer at the St. Louis Park store, I let the checkout employee know that this was a Christmas gift and inquired about the 1 year parts/labor warranty and return policy being extended for the holiday. His response was he thought so. I let him know this was important for me to know and I asked to speak with a store manager before finalizing purchase. I explained my concern to the manager and told him why I was purchasing early, I was told that they would extend the return policy and the warranty seeing it was a Christmas gift.
  
  My reason for early purchase, sale price was going off the following day. More importantly, our country was in the middle of the COVID micro chip shortage and electronic items were in short supply and high demand. There was a panic to buy electronic items when they were available. I was not alone in my early buying decision.
  
  On Christmas Eve, December 24th, 2021, the gift was given and computer was registered. This date could be confirmed with the computer manufacturer. On November 18th 2022, only 10 months after registration, the Katana computer completely shut down. The monitor below the screen got extremely hot. The inside electronics literally melted a hole completely through the plastic case. The computer was no longer working.
  
  On November 19th, I took the computer to the Micro Center store where purchased. They said it’s no longer under warranty. I explained the conversation I had with the manager regarding warranty prior to purchase, it was extended because of the holiday. I was told the warranty starts the date it’s sold not the date it’s registered. **** ******** general manager said a store manager could not extend the return policy or warranty. I assured him the conversation was in fact true. ****** final words were, “you may have been told this but we’re not going to do that”.

  Business Response

  Date: 11/30/2022

  Complaint id# ********

  
  Hello,

  
  We apologize
  for the experience and wanted to let you know the Operations Manager, *** *.
  talked with ***.  For customer satisfaction, the store will be exchanging
  the unit even though it is no longer covered under the manufacturer’s warranty
  and will address the defect with the manufacturer.  The customer was pleased with the resolution
  and will be stopping by the store during the week to complete the exchange.

  
  Sincerely,

  
  Micro Center
  Customer Relations

  Customer Answer

  Date: 12/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  *** *****

• Initial Complaint

  Date:11/15/2022

  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 ordered a computer online and paid the extra $250 for same day service. I met their requirement of ordering at least 4 hours before close. They have since refused to provide updates and when I asked for a refund they refused to refund the card that was used to pay for the order.
  
  They also have no direct phone number and prevent you from speaking to the store directly.

  Business Response

  Date: 11/17/2022

  Complaint id # ********

  Hello,

  We apologize for the experience and wanted to let you know
  the customer placed an online order for a build.  (Please see attached document) Since this was
  not ordered in store, it takes an additional day or two for the store to
  receive the order for the build.  The “Same
  Day Service” is offered when purchased in-store four hours or more before store
  closing.  The tier 3 build fee is
  $249.99.  The
  contact center team notified the customer that the order was going through our
  usual fraud protocol and therefore the order had not yet been routed to the
  store.  In order to help expedite the order, the contact center emailed
  the store requesting the parts be pulled, ready for the next day.  The Operations Manager, ****, called the
  customer to let them know. The customer was appreciative at that point.

  
  The order came through on
  Saturday morning and the build components were picked in the system and brought
  to the Knowledge bar.  Work began on the
  build on Sunday evening.  It was
  completed at that point.  The customer
  was upset the build was not completed by Friday evening and the Operations
  Manager explained that since they ordered online and not in the store, it could
  not have been completed Friday evening. **** apologized for the turnaround time
  and lack of communication. That is when the customer requested his money back,
  including the build fee which is non-refundable.  The store refunded the customer for
  everything.

  
  Sincerely,

  
  Micro Center Customer
  Relations

  Customer Answer

  Date: 11/18/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There is quite a bit of dishonesty in this response.

  The item that is truthful is that the amount was refunded after more than a dozen phone calls and arguments with numerous staff at the Ohio office as well as at the store.

  The falsehoods: 

  There was NO stipulation on the order needing to be in store for the same day turn around. What's extra idiotic about this is they took the $300 for the same day service from the Online order. It would have been fine to not get the order on that same day IF and Only IF they had not charged $300 for this service. Why charge someone for a service that you knowingly will not honor? The answer is fraud.

  There was NO fraud or validation checks of a legitimate sale. That is just a flat out lie. They used that as an excuse to not honor the same day turn-around on the order. I was told that the fraud team had left early on the Friday which is why they could not start the order and that they would need to call me on Saturday. No calls from this department were ever made to me. 

  The parts were not pulled (or at least not held) because on the Saturday following the order the store called to say they had sold the case and were downgrading the case (without adjusting the price at all). That is just flat out theft.

  There was absolutely zero attempt to contact me after the call on Saturday morning to let me know anything at all. The statement "Work began on the build on Sunday evening.  It was completed at that point." is a lie. When I finally reached the store on Tuesday afternoon (after many many phone calls attempting to get support) **** (the responded from the store on this complaint) said the order would be ready in an hour or so. 

  This is in addition to the fact that the order was not even started in Sunday Night? So by the store's own admission they did not even attempt to honor the same day service even after the order reached the store.

  
  

  On top of all of this the store will not publish a direct phone number and force you to go through a central office that has the singular goal of preventing a customer from contacting the store. The support staff at the Ohio office was combative and unhelpful. The only reason for a retail store to not publish a direct number is because they are knowingly committing fraud and doing things that will cause complaints.

  
  
  
  Regards,
  
  
  
  ******

  Business Response

  Date: 11/21/2022

  Thank you for the opportunity to review this. We understand that the delays are frustrating. We are taking every precaution to make certain that our customers have a safe online shopping experience so we do have some protocols to follow to achieve a safe transaction. this of course caused delays in starting the build and for that we do apologize.  Because of this and the dissatisfaction to this customer we have refunded the funds provided for this build.

   

  Thank you for the chance to review this,

  Micro Center

• Initial Complaint

  Date:11/12/2022

  Type:Customer Service 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.

  Hi, I recently bought an open-box motherboard from micro center and asked for a bios update so I can use an intel 13th gen CPU. At the store, I had new information thrown at me that a diagnostic is also recommended and would be 39.99 (no mention of the word additional). Now I was told by people on a micro center forum about that service and that it costs 29.99 so I didn't even know there was a diagnostic service.
  
  At that point, I had to travel to get to the micro center and it was a long day so a 10 dollar extra charge was fine, mind you this motherboard is an open box for around 160 and I'm already adding 30 dollars for the update so that it can be used. When I went to pay I was told that the total was 69.98 before taxes and I wasn't going to lose the motherboard that I had just paid for 20 minutes ago so I paid. Now I'm stuck with an extremely over-priced motherboard but at the time I thought it was due to me not doing my research. After I went home though, I found out that the service wasn't even required, it literally says right under the schedule button that it is recommended not required.
  
  So I call the micro center to complain and the phone keeps getting escalated until I'm talking to the manager of the store who says basically that this is how he runs his store and that if you want to get a bios update, then you have to pay for the diagnostic. I ask to speak with a higher-up and he says there isn't one because he is the manager of the store. he then tells me that He is going to hang up on me and that if I want to continue the call I can come meet him at the store, so I explain to him that the store is far away and that I'm very sick right now and that I'm recording the conversation and he doesn't care.
  
  I ask him to tell me why I can purchase a bios update without a diagnostic on the website he keeps saying that his team has to charge for both, I ask him to transfer me to a customer service person outside the store and he does hang up on me.

  Business Response

  Date: 11/15/2022

  Complaint id #********

  
  Hello,

  
  We apologize for the customer’s experience and any
  inconvenience.  The General Manager talked
  to Mr. ****** and agreed to refund the diagnostic fee.  The customer will let him know when he can
  come back to the store to receive the refund.

  
  Sincerely,

  
  Micro Center Customer Relations

  Customer Answer

  Date: 11/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 1200 mother board 3 days ago when I installed it it wasn’t working so I took it back to micro center to see what was wrong now there saying it’s got internal damage and I cannot return it all I did was put it in the computer and there trying to tell me I cannot return a defective product it’s insane

  Business Response

  Date: 11/04/2022

  Complaint id # 18334257

  
  Hello,

  
  We are happy to report that the customer figured out her
  Motherboard issues and the General Manager addressed her concerns with the
  Service Department.   The store has refunded the customer’s
  diagnostic fee plus an extra amount for the customer’s inconvenience.  We apologize for the experience and appreciate
  Renee bringing this to our attention.

  
  Sincerely,

  
  Micro Center Customer Relations

• Initial Complaint

  Date:10/24/2022

  Type:Sales and Advertising 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.

  Price Gouging. Microcenter in Brentwood MO. I went to purchase multiple laptops that were on sale. There were no quantity restrictions. They told me I could only buy one laptop at the discounted rate and that I need to pay over MSRP for the rest.

  Business Response

  Date: 10/26/2022

  Complaint id #********

  Hello,

  We left a message for the customer to call us at Customer Relations.  We will be glad to discuss his concern.

  Thank you.

  Micro Center Customer Relations

• Initial Complaint

  Date:10/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Laptop which I purchased in March 2022 from Micro Center was giving message of failing fan. I had bought the extended warranty and it is still covered under it. I took it in to be repaired 30 days ago. I was told it was sent out to Dell for repair, but haven't received any updates on what they diagnosed as wrong or what the plan is to fix it. Micro Center offers a repair status web page, it hasn't updated in 30 days. I called and asked how to contact Dell about my laptop but they said they didn't have a way to contact Dell. This was purchased for my son to use at college, he has been without a laptop for a month now and needs it for class.

  Business Response

  Date: 10/26/2022

  Complaint id# ********

  
  Hello,

  
  We wanted to let you know the Service Department has called,
  texted, and left voicemails for the customer with the information he provided
  with no response.  The tech texted him on
  October 22 with an update, as well.
  Since the unit has been at the Dell Depot for over 30 days,
  the store would like to get him into a new unit for the delays by Dell.  If the customer could please contact Eric G,
  the Service Manager, he will provide a resolution.

  
  Sincerely,

  
  Micro Center Customer Relations
  

• Initial Complaint

  Date:10/23/2022

  Type:Customer Service 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 my item from Microcenter back in Dec of 2020, i talked to ****, the manager who was rude over the phone. I was lied to when i orginally bought my pc. The person i bought it from told me that i would be able to get a giftcard if anything goes wrong with my custom built pc. When i tried getting replaced they told me no that they could only get me a replacement of the card I have. I want store credit not a new graphics card. The manager told me that i was committing fraud and I felt very much offended. I was going to use the money I got back from my graphics card that has a issue with it to get a new one. The new one is 80$ more than what i originally paid. I would love for this to be waived one time and for them to honor my wishes but it seems like they wont do it. Customer support has told me that they should be able to get me a refund. I am extremely disappointed.

  Business Response

  Date: 10/25/2022

  Complaint id# 18302702

  
  Hello,

  
  We were able to look into the customer’s concern and found
  that the customer bought the 3 Year System Protection plan which covers parts
  and labor on their custom build from day one.  The Service Manager talked to the customer last night and explained the
  options to the customer and how we can help.   The customer wants to return the GPU 3070 for
  a 3080 which is the same price.  The
  store offered to check in the unit, so they could diagnose the build.  The plan does not entitle the customer to
  pull parts out and get a gift card, it requires a diagnostics and repair.  The store would then replace any parts that
  were defective and bill her plan accordingly.  A gift card is not an option.

  
  Sincerely,

  
  Micro Center Customer Relations

  Customer Answer

  Date: 10/27/2022

  I bought a computer back in late December, it was a custom built one in which microcenter built for me. My dad and I were told we have a warranty on each part and if anything goes wrong we can come back to the store and get a gift card for the purchase amount. That is not what happened, we went in there and the manager said we could not because I had a system protection and not a warranty. I feel lied too. I want to return my graphics card and get store credit because their is a issue on it. I dont want the same card, I wanted to use that credit to buy something else in the store. I talked to Customer Support online, who originally said I was able to get a warranty on the item. The Manager then called me afterwards and said i was trying to commit fraud, that he wasnt able to do a return under the warranty. This happened at the Microcenter location in Brentwood, MO.
  

  
  

  Business Response

  Date: 11/04/2022

  Complaint id# 18302702

  
  Hello,

  
  We understand the customer just wants to swap out the
  graphics card; however, that is not an option under the 3 Year System
  protection plan. In the conversation with the Contact Center the rep, said he
  would have to check with store management about this to make sure there aren’t
  any other additional details or miscommunications and offered for a manager to
  reach out to her.  This is when the
  Service Manager, **** G, explained the options and told her what she is
  requesting would be considered fraud by the store, not the customer. He invited
  her to bring in the unit so they could run diagnostics and make any repairs
  necessary.

  
  The options we can offer the customer under the 3 Year
  System Protection plan she purchased is for her to take the build back to the
  store so diagnostics can be run. If the graphics card does not pass the
  testing, then the failing part would be installed by the store under the
  plan.  Any deviation from the terms and
  conditions of the protection plan would be considered fraud by the store. 

  
  The other option is we can refund the plan ($249.99) and
  then the customer would have no coverage from Micro Center and would need to
  work with each vendor if there were any hardware failures under the
  manufacturer’s warranty.

  
  Sincerely,

  
  Micro Center Customer Relations

• Initial Complaint

  Date:10/18/2022

  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 will only focus on the product's purchased and the denial of service in this complaint however there is another big complaint that the bbb can not help resolve, With that being said, i purchased 3080 ti and a extended warranty plan, A few days ago i tried to take the video card to micro center for testing and at first a manager agreed to test it then a few minutes later accused me of wrong doing and when i offered to show that his accusations were wrong the manager said no i don't have time i have a date with my girl friend. A day or so i showed up at micro center looking for a CPU cooler and saw the head manager on my way to get it and i talked with him about the problem and the bottom line in that conversation was manager backing manager and again blaming me. I will not go farther into the story on every event that took place because the bbb is unable to handle that part of this case. Because micro center refused me of honoring there own extended warranty plan i would kindly request a refund of the video card and all extended warranty plans purchased from micro center on other products purchased. It would be a nice gesture as well on covering gas cost because of all the back and forth to micro center round trip is 130 miles and several trips were made. One other thing is the video card ruined my motherboard and CPU that i purchased from micro center and normally would be able to return or exchange it within 30 days and micro center denied that as well. Micro center should honor there 30 day policy and allow me to return the defective mother board and CPU as well. With that being said i have tons of video's of defective product's that micro center has sold me over the years and only a few was shown to a manager. If micro center want's to view the video's i made in my home of the defective product's that can be arranged, be advised it's 2 years of video data and would require a vast amount of time to view.

  Business Response

  Date: 10/25/2022

  Complaint id# ********

  
  Hello,

  
  We request an extension as we are looking into this customer’s
  concern to determine the best resolution for the customer.

  
  Thank you.

  
  Micro Center Customer Relations

  Business Response

  Date: 11/28/2022

  Complaint id # ********

  
  Hello,

  
  We mutually agree this
  matter is resolved.

  
  Sincerely,

  
  Micro Center Customer
  Relations

  Customer Answer

  Date: 11/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint and want to thank ******* for being willing to work out our differences.

  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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.

  10/13/2022
  $381.36
  I purchased a couple of items from your store listed in the picture I sent which came out to the exact amount. I’ve talked to the manager at the Brentwood Saint Louis Missouri Location in person and also an agent online. Micro center took my money and is holding it never sent me a email of my purchases tried messaging an agent online said it was fixed showed up and it wasn’t waited for the manager on duty at the location to help me then also waited a bit more. Had my pc ready to get serviced but they never found my order but showed you guys took the money and just got sent home. just don’t get how micro center took my money and still no receipt I showed all the proof to the manager on duty she was nice just sucks been waiting days to get my money back if not at least you guys could’ve just got my stuff and got the things I need installed.

  Business Response

  Date: 10/20/2022

  Complaint id # 18236879

  
  Hello,

  
  We were able to look into ********* concern and found where
  the online order placed on October 13th was not authorized; however, charged his credit card for the order.  Micro Center
  online left a voicemail for the customer on 10/19 and 10/20 to call them back so
  they can get his credit card information to get this removed.  We apologize for the error and for the
  inconvenience. 

  
  Sincerely,

  
  Micro Center Customer Relations

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/6/22, I visited Microcenter to purchase a graphic card. I was chosen for a raffle and proceeded to purchase one with Microcenters protection plan. At the time of explaining to me what the plan was, the representative said that if anything was wrong with my graphic card, I can bring it back and get a new one or refund, no questions asked. About 8 months later the card was giving me problems and made sure it was indeed the card with another card. I went back to Microcenter to discuss my situation and they said the card was fine after a few seconds of testing it. They also mentioned to me that I should also bring the computer it was in for them to diagnose for a fee. I told them that it would not be possible since it is a work computer and I am not allowed to take it anywhere for diagnosing. Additionally, I did not want to pay a fee when I already paid for a protection plan. I contacted my credit card company and they told me I was out of the time frame or getting a refund.

  Business Response

  Date: 10/10/2022

  Hello,

  We apologize if there was any confusion about how the
  protection plan works. We reached out to the General Manager, Arsen A. who
  looked into *****’s concern.  It is the
  normal procedure to test graphics cards with a protection plan according to the
  terms and conditions listed on our website when a customer brings them in for a
  return. *****’s graphics card passed the testing and therefore, did not qualify
  for a return.  Since the graphics card
  tested okay, asking the customer to bring in the unit for a diagnostic test
  would be the next step to determine the cause for the issues he is
  experiencing.  Perhaps the customer’s IT
  staff can diagnose the issue for him. If the customer changes his mind, he is
  welcome to bring it to the store for the diagnostic testing.

  Sincerely,

  Micro Center Customer Relations