ComplaintsforMouser Electronics, Inc.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged with over a dozen transactions with this company's name of varying amounts on my debit card, stealing the $1,500 had in my checking account and claiming that I owe another ***** on top of this. This company is headquartered in *****; I live in ****. I don't buy anything online except on Amazon. This was my rent money. Somebody using this company's name, or the company itself has robbed me of that money. I want every ***** refunded immediately

  

  Business response

  02/27/2024

  We are truly sorry to hear about these concerns. We are escalating the issue and the customer's contact information to the team best equipped to resolve these concerns. The customer can expect to hear from us soon.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  6 Months of processing just to say they don't accept credit cards. They cancel your transactions then require you to do wire transfers.

  

  Business response

  02/26/2024

  We apologize for the experience. Unfortunately, we will not be able to process this order with the requested credit card terms. Should the customer still have a need, PayPal is an available payment method for orders placed through our website, www.mouser.com.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of transaction in dispute: August 21, 2023 Web Order no. ******** Invoice no. ******** Paid with **** 8-21-2023 Mouser Electronics shipped this order to the incorrect address and decided to ship it to the correct address without charge, authorized by the customer service rep. *************************** *********. The original order was recovered by a neighbor nextdoor to the incorrect shipping address. This order was approved for return to Mouser on 8-30-2023 by ******************************* who provided a return label. The package was received by Mouser and *** provided delivery tracking confirmation ****************** on 9-6-2023. This tracking number shows up delivered on *** website.Mouser has called me at my office and accused me of not paying the first invoice of $314.56 and has billing history for the same order in triplicate. They have refused to resolve their accounting errors and instead have placed my ability to place orders on hiatus, not accepting payment. I have sent Mouser Electronics screenshots of credit card statement showing payment, *** tracking confirmation, etc.. I feel that Mouser has intentionally created this issue, and its resulted in my having to spend an inordinate amount of time attempting to reach a resolution that Mouser apparently wishes to ignore. I would request BBB intervene on my behalf, as I have exhausted every avenue to achieve resolution through Mouser's customer service options. Attached is a screenshot of my credit card statement with the Mouser Electronics payment showing on Aug 21, 2023 and *** delivery of returned duplicate order.The irony in this is that Mouser shipped the duplicate order to me as a professional courtesy at no charge. When I received the original order back from the incorrect delivery address, I requested Mouser to issue a return label. No good deed goes unpunished by this company I suspect. I was doing what I considered the honest and correct thing, return the second order. I assume that is the problem.

  Customer response

  01/11/2024

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

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We order 120 pcs of fans (P/N 978-9GA0612P1H03 ) from Mouser Electronics on 8/3/23, and received them about a week later. Upon income testing, we found 80 pcs were defective and requested to return them. Mouser promptly provided the return shipping label and we shipped the 80 defective parts back. All parts were in the original package and the only thing we did was powering them up to check the ***** level. The tracking # was 1Z7759459048201813 and the return was delivered to Mouser on 9/18/23. Mouser has not committed to refunding us dispite our repeated inquiries. Now that they have received the return for over a month, and they are not responding to our threat of filing complaints agiant them with BBB and other government agencies.

  

  Business response

  10/31/2023

  Our sincerest apologies for the delay in response.
  A voice message was left for our customer on October 30th. A full refund has been applied. We are currently waiting on a response from the manufacturer regarding the defective product. As soon as we have received a response, we will be in contact.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Found a pending fraudulent charge on my credit card. Called Mouser the same day to report and the company still went ahead with the charge even though I asked them not to charge my credit card or ship out any products. Called again a week later and nothing was done.

  

  Business response

  10/20/2023

  We are truly sorry that the customer's request was not resolved at the time of the original request. Our team is working to resolve the issue. Additional contact with the consumer is needed, so a member of our Customer Accounts team is reaching out using the contact information that was provided. If the consumer has not heard from Mouser, he can reach out to us directly. 

  ***********************, Customer Accounts Manager
  ************ | ************************************************

  *****************, Service Excellence Director
  ************ | ***************************************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Got fired from the job June 14th asked multiple times if I was supposed to get a last paycheck have not gotten back to me asked multiple still havent heard anything

  

  Business response

  07/10/2023

  This complaint came from a previous employee rather than one of our customers. The concerns were escalated to our *************************** and our Service Excellence Team received confirmation that the former employee received the outstanding pay. If there are additional concerns, it is recommended that *************** be contacted. 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased electronics parts from Mouser Electronics back in April 2022.Order # ******** (attached).One of the items on the invoice was 40 pieces of TIP2955 transistors (total $40.60).When I attempted to use these transistors in the actual project (in Jan 2023), upon closer examination it turned out that these transistors are most likely FAKE or at least mislabeled.Their parameters do not conform with official datasheet, as far as their electrical parameters go (e.g, Hfe specified in the datasheet as "min. 20", and measured Hfe being 12 (as seen on the attache photo),but most importantly, even order of pins of these transistors are different.Pinout specified in the datasheet is B-C-E, while transistors sold by Mouse are B-E-C - which basically means that totally DIFFERENT transistors have been packaged in TIP2955 case, with TIP2955 markings.Attached a photo showing different actual pinout of fake transistors.B-E-C pinout for this kind of transistors is only used for Lateral FET transistors, so most likely they were produced to be sold as FETs, and then (by mistake or on purpose ) labeled as 'TIP2955'.I contacted Mouser's customer support, and they refused to replace these transistors.I regularly place dozens of orders with Mouser every year, and this is first time I received fake goods.This is very common when buying this stuff from ***** but Mouser used to be rock solid, and I'm very disappointed with this situation.As far I know, selling fake products, especially so visibly fake, is not legal in this country, and I request a resolution to this problem.

  

  Business response

  01/13/2023

  We are truly sorry to hear of this experience. We take these concerns very seriously, and we are investigating what caused the discrepancy. We have reached out to the customer to apologize for the service received, to let him know that we are researching the issue, and that a refund will be issued for the incorrect merchandise. The customer can contact *****************, Service Excellence Manager, at ********************************** or ************.

  Customer response

  01/13/2023

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

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I created an account with this company to place an order for some parts. I paid for the order and received the parts with no problem. No issues on this end. The problem started a week later when I received an email that someone placed an order on my account. I logged onto Mouser account to check my order history. I found that Mouser linked my account with someone else who works at the same company as me. I work for a large multinational organization with over ****** employees worldwide. Included in this was personal information about the person who placed the order, including PAYMENT MEANS and PERSONAL ADDRESS. I immediately scrambled to delete all of my personal information on the account, out of fear that Mouser is sharing my personal information who god knows whom. I then called the company and asked them to rectify this immediately. I requested them to ensure my personal information is not shared on other people's accounts and to also delete the account I created. The person I spoke with on the phone was confused and after being unable to help me, I asked that they forward me to someone who would. He did not do so. It has been over a week, and I can still see personal information of other people in my account, which also has not yet been deleted. This is a breach of privacy sharing my information with people I don't know and this company still has not resolved this issue.

  

  Business response

  05/16/2022

  We have reached out to the customer via email. An apology and explanation was offered in response to his concerns. Action was taken to address a portion of his request. Instructions were provided on how he can complete the remainder of his request. 

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the topmax iii programmer from Mouser Electronics back om 18th November 2021 invoice number 64783821.Within this time I have tried to use the programmer and have run into problems.Around the 23rd December 2021 I had contacted eetools direct from their website regards to issues trying to program a BI-POLAR PROM also an issue with a **** logic chip test function where it would fail a chip test when the chip is fine (even brand new).In this process I was asked to send a sample chips to eetools in the USA for them to investigate(at my expense) I sent samples of the hard to get chips which resulted in a software update of the maxloader(ML63e) software which appeared to correct the issue. next use the test function would fail a 74LS194 logic ic when it is ok I installed the latest software (ML63g) still reported the same chip as faulty but in another location.On March 11th Contacted eetools again once again they asked for me to send a sample chip I should not be required to send them chips to test on a programmer that they claim to support.they claim that 6 - 10week lead time for them to get part when i can order straight away from same supplier (Mouser)While waiting to resolve the second issue i came across another 3 chips with similar issue.I have contacted mouser seeking a refund but replied that unless eetools determines that unit is faulty that they will not provide a refund.I tried to escalate the issue via the Mouser website Both AU and *** website but the escalation page is currently not working. The hardware (Programmer) is not defective but the software is - as the hardware is completely dependent on the software- as a whole it cannot do the tasks that is was intended therefore DEFECTIVE.it is unreasonable to wait 2 or more weeks for the manufacturer to correct the software each time I have an issues with a "SUPPORTED DEVICE" as there has been several in a short time.

  

  Business response

  04/21/2022

  Upon receipt of the original complaint on April 15th, we contacted the customer to resolve his concerns. Since then, arrangements have been made for him to return product for a refund. 

  Let us know if any further information is needed. 

  Thank you.

  Customer response

  04/25/2022

  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.
  
  The Item has been returned using a courier service label provided by Mouser. Tracking information show that the item has been delivered and was received by them on the 22nd April 2022.
  As of 26th April 2022 Currently awaiting for a refund payment for the returned item. 
  
  Regards,
  
  ***************************

  Customer response

  05/13/2022

  Complaint: 16957253
  
  I am rejecting this response because:The Item has been returned using a courier service label provided by Mouser. Tracking information show that the item has been delivered and was received by them on the 22nd April 2022.
  As of 26th April 2022 Currently awaiting for a refund payment for the returned item. 
  
  Regards,
  
  ***************************

  

  Business response

  05/19/2022

  The returned product was received and refund issued. The customer has been contacted to inform him of the refund.

  Customer response

  05/19/2022

  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.
  I can confirm that the Complaint has now been FULLY resolved and the case Closed.
  
  Regards,
  
  ***************************

*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. ↩