ComplaintsforMac of All Trades

• Initial Complaint

  10/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Fraudulent; does not honor their return policy. I took a chance on this Apple reseller after seeing it mentioned on other forums whose recommendations Ive made purchases on before- they are unfortunately a scam. After sending me a faulty product (order 9/1/24), which I fully documented and dropped back with the parcel service of their choice per instruction (9/15/24), it turns out they sent me a faulty return label- and are trying to blame the customer for it not arriving back to the warehouse. Despite my including a photo of the return receipt on the email chain with the original label they provided, they are trying to pass it onto the buyer to reach out and inquire with their chosen vendor. Im only marginally consoled that it was peripheral equipment and not a computer but Im still out a significant amount of money. Our communications have dragged on for over 6 weeks. Do not lose your hard earned income buying from ****.

  

  Business response

  11/01/2024

  Mac of All Trades sincerely apologizes for the experience the customer had during this transaction. The situation was mishandled, and we take full responsibility for the oversight. We understand the frustration and inconvenience this has caused and are committed to making it right by issuing a full refund for the device in question.

  We acknowledge that our customer service in this instance did not meet our usual standards. However, wed like to share some context we believe is relevant to this situation. As a technology company, we have certain processes in place to protect against activities from bad actors who may claim that a product was shipped and delivered to our facility, only to assert that the device was lost in transit or demand a refund without returning the item. To safeguard against such scenarios, our procedures require tracking information confirming delivery to our facility, acknowledged by one of our authorized receiving employees. Additionally, the returned product must have a serial number matching the one we originally shipped. If these elements are not present, our representatives are instructed to inform customers of the necessary steps to process a return and refund.

  Our customer service representatives follow a checklist to gather all necessary information to process returns efficiently and securely, applying the same standards to every customer return. We regret that, in this instance, the implementation of these processes led to an unintended outcome, impacting a customer who was simply trying to complete a return.

  Upon review, it appears that our customer service representative generated a return label for the customer. While our system shows that this label was created, the tracking information indicates no scans or movement of the package. Due to human error, the representative mistakenly issued the original outbound shipping label used when the product was first sent to the customer, instead of the newly generated inbound return label.
  This, at the time, unrecognized error caused confusion and friction, and led the carrier to accept and ship it to the original address instead of back to our facility. We're uncertain how reusing the original label impacted the shipment, so to resolve the situation promptly, we've already processed a full refund to the customer. They will receive a confirmation email within the business day.

  We wish to emphasize that our actions were not driven by any ill intent. We pride ourselves on upholding the highest standards of quality and commitment to our customers.

  Internally, we have initiated corrective measures to address the root of the problem. This includes reevaluating our procedures and enhancing training for our customer service representatives to prevent such mistakes from recurring. We view this incident as a learning opportunity. We are grateful to the customer for bringing this to our attention and holding us accountable, as it enables us to enhance our services for them as well as all customers to come. 

  
  

  Customer response

  11/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Thank you for your work on this matter- the outcome would not have been possible without it. 
  
  Sincerely,
  
  ***** **

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Over the last year I had spent a sizable amount of money on products from this vendor and earned nearly $250 in rewards. The program was abruptly terminated with no notice. They said I received an email telling me about the cancelation of the program, but I checked our company email server audit log and no such email was received. I feel this is a deceptive business practice.

  

  Business response

  08/28/2024

  While it is certainly disappointing to hear of the customer's frustration in this situation, we want to assure the customer that every effort was made to communicate our reward program's closure transparently and proactively. The notification was not only sent via email but was also promptly posted in the *** on our website, where it remains visible to this day. Specifically, the email in question was  sent on Monday, July 15th, at 11:30 AM Eastern Time. This was well in advance of the program's termination, providing ample time for customers to take any necessary actions with their accumulated rewards.

  When the customer reached out to our support team, we provided a clear explanation of these details. We frequently encounter situations where customers do not receive emails, and while we can only speculate, it is often due to content blockers or email filters that are outside of our control. These filters can sometimes redirect emails to spam folders or prevent their delivery altogether.

  We strongly refute any suggestion that our actions were deceptive. On the contrary, our communication was transparent and proactive, designed to inform and assist our customers before the program ended.

  Our customer service department has engaged with a number of customers regarding this matter. While some expressed disappointment at the rewards programs closure, our team made every effort to assist them, ensuring they were able to redeem their credits before the system was discontinued.

  In light of the facts presented, including the confirmed email notification and the website notice, we believe we have acted in good faith and in full transparency. We have provided all the relevant information regarding this matter, and our actions were in compliance with our policies and standard business practices.
  As we have already provided the customer with all available information, ******************** considers this matter to be closed.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent in my laptop for a repair under warranty and the company says they are not able to service it, therefore it is standard to replace with a similar unit. Because there is no similar unit in stock, they offered to give me store credit for the current value of the laptop. I did not agree to the store credit, and asked them to send the unit back. They said that they cannot send it back as the warranty has already been processed automatically. I was not informed that this was a possibility before sending my laptop in, and now am stuck without a laptop and store credit that I do not want to use, as I am frustrated with the company. I would either like my original unit sent back to me, or a refund to my credit card for the current value, as I do not want to use store credit (would have to pay tax and shipping on a whole new unit, and do not want to purchase again from this company). They should not automatically process a laptop sent in for warranty like this without consumer consent. I cannot receive my laptop back which I simply shipped for repair!!!The customer service staff are kind but they do not have a phone line which has made this process frustrating to only communicate via email.

  

  Business response

  06/13/2024

  On April 1, 2024, the customer contacted us about a problem with their laptop that had started crashing frequently. We requested the laptop be sent to us for inspection.

  Upon receiving the laptop on May 28, 2024, we began diagnostic tests. We informed the customer that the device was operating under our testing conditions and no issues could be identified.

  Given the absence of replicable faults and the unavailability of a similar replacement unit in our inventory, we initially offered a store credit for the current selling value of the device. This was intended to enable the customer to select an alternative product. Our company's policy of not returning devices when issues cannot be confirmed is intended to avoid customer frustration in receiving a returned product that *** still seem non-functional in their specific use case or environment. We strive to communicate this policy clearly and regret any misunderstanding.

  Our inventory is highly variable, and the unique configuration of the customer's device contributed to the difficulty in providing an exact replacement. Shipping on our site is completely free, and there will be no additional tax applied if the replacement item does not exceed the value of the original purchase. This misunderstanding seems to have added to the customers frustration, and we hope this clarification helps.
  While we prefer to provide responses once an issue has been resolved in its entirety, we are providing our response now to ensure timely response to this complaint.
  
  We were ultimately able to retrieve the product and we now have the device on hold. Our lead technician has conducted additional extensive testing on this unit, which is standard procedure for units with unconfirmed issues that *** re-enter our inventory. The device is currently operating without any issues here at our facility. We have informed the customer of these findings, and they have expressed their wish to have the unit returned.
  This return is being made as an exception due to the extenuating circumstances of this case and at the customer's specific request. We have encountered situations where devices returned for environmental issuesproblems occurring only while in the customer's possessionlead to frustration and potential further returns. While we understand and sympathize with the customer's frustrations and reasons for their request, we have communicated our concerns, and they still wish to proceed with the return.
  
  The device is set to be returned as soon as we receive the necessary shipping information from the customer. The customer has expressed gratitude to our customer service department for the arrangements being made. Mac of all trades considers this matter to be closed.
  

  
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a refurbished macbook from Mac of All Trades in July of 2023. Within a few months, the computer had completely stopped working, and would not even turn on, no matter how long you charged it. When I contacted Mac of All Trades, they said they could not give me a refund, but that it was under warranty, so I could send it back to be repaired.I sent it back, and later received the commumication saying the computer could not be repaired, and that all my data would he deleted and I would be issued store credit to buy another computer. This store credit was not enough to cover the cost of a new computer, but I really needed one, so I acquiesced.I received my new computer and after the 14 day refund period had passed, I noticed my computer had started turning off without notice while it still had around 20% left on its battery. As time went on, the battery capacity got smaller and smaller until it was turning off around 75-85%. I contacted Mac of All Trades, requesting a refund since this was my second nonfunctional computer, but they declined citing their "14 day policy." I do not trust this company to deliver on their promises to fix my current computer whatsoever. I also do not trust a single product coming from their store. It will surely break soon after purchase and they will not help ameliorate the situation.

  

  Business response

  06/04/2024

  Hello,
  
  The customer's initial purchase of a refurbished MacBook in July 2023 resulted in a device that unfortunately experienced power issues five months after purchase.
  
  As outlined in our warranty and return terms available on our website, our return policy states, "Returns may only be requested within fourteen (14) days of delivery." Additionally, our warranty policy dictates, "We will repair, replace, or otherwise address the covered product at our discretion. In the event that we issue a store credit, the value of the credit will be equal to the current retail price of the product. Orders within our Returns policy period are eligible for refunds."
  
  After our technicians assessed the device and deemed it irreparable, and as we did not have an exact replacement in stock at the time, we issued a store credit equivalent to the device's current retail value. This process is based on the previously mentioned policies available to the customer via our website before purchase. Furthermore, the customer was advised on our policy regarding customer data ahead of sending the product back to our location.
  
  The customer utilized the store credit to purchase another MacBook. Approximately six months later, the customer experienced battery issues with the replacement MacBook. Our responses again adhered to our warranty's stipulationsoffering warranty service, which is consistent across all transactions to maintain fairness and integrity.
  
  The customer's insistence on a refund outside of policy for both instances of service, despite clear communication of our policies, demonstrates a refusal to adhere to the agreed-upon terms. The customer's responses seem to reflect a pattern of expectations misaligned with the industry standards of refurbished electronics warranties. Our commitment to customer satisfaction is consistent, but it cannot come at the expense of our business's procedural integrity.
  
  We recognize that the malfunction of any device is never ideal for anyone involved, and we do not intend to understate how frustrating this kind of issue can be. However, this unpredictability is precisely why we offer a warranty designed to protect customers from the full brunt of unexpected malfunctions by covering necessary repairs or replacements within the warranty period.
  
  We believe it is important to highlight that we are in no way denying customer service and are more than willing to perform any necessary service under the warranty conditions. Currently, there is an active Return Merchandise Authorization (RMA) ticket in our customer service department for the customer to initiate a return of the device for warranty service. Our team has provided the customer with all the necessary details to start this process, including instructions for them to provide us with diagnostic results to confirm the described issue and initiate the return RMA, following our standard process. We urge the customer to take advantage of the active RMA ticket for returning the device. We are prepared to provide warranty service for the product as swiftly as possible once the issue is confirmed, hopeful that this will resolve the customer's concerns effectively.
  

  Customer response

  06/04/2024

   
  Complaint: 21781237
  
  I am rejecting this response because:

  As I have already said, this is the second computer I have received from Mac of All Trades that has proved to be nonfunctioning. This shows a pattern of poor performance of products and false advertising concerning the quality of their refurbishments. Had I known that these computers would be so shoddily refurbished, I would have never bought any. 

  Furthermore, I am unwilling to accept a store credit from a store that has shown itself to have low standards for quality assurance. If I returned my broken laptop and received a store credit in return, that would not ameliorate my problem whatsoever, as I would never under any circumstance want another Mac of All Trades computer.

  I would accept sending my computer to their shop for repair (again!), but not if the resolution was more store credit. If they were able to fix it that would be fine, but if not, I would require a real refund, not store credit.

  Their refusal to issue refunds outside of their 14 day refund window and their fixation on only dispersing store credits demonstrates an unwillingness to recognize issues their work has caused and demonstrates that hoarding their customers' money comes before upholding their end of the deal - providing a working, reliable product in good condition.

  
  ***********************

  

  Business response

  06/05/2024

  We genuinely understand and empathize with the customer's frustration given the situation, and we want to assure them that we take their concerns seriously. However, attributing the unfortunate failures of these two products to poor quality output is, in our opinion, misplaced. It is important to recognize that electronic devices, even brand new from any manufacturer, can experience unexpected issues. This inherent unpredictability is part of the nature of electronic products. While we never anticipate such occurrences and acknowledge that they are rare, they do not indicate a lack of inspection, repair, refurbishment, or testing on our part.
  
  Mac of all trades has been in business for 25 years, and our longevity is a testament to our quality testing, inspection, and refurbishment procedures. We will never claim that a product will never encounter issues (as this would be an impossible), we do however stand by the robustness of our processes, which have earned us a reputable standing in the industry and we remain committed to address customer concerns consistently and quickly so that the customers issue can be addressed swiftly and thoroughly. 
  
  We remain committed to applying our policies consistently and fairly to all customers. As previously stated, a refund is not possible under the terms of our warranty policy, as outlined on our website. The issue encountered is battery-related, and based on our assessment, a successful repair is highly likely to resolve the problem once confirmed. We uphold that the policies stated on our site are the terms the customer agreed to when making their purchase and will continue to guide our actions in this matter.
  
  Our stance on this case remains unchanged, and all the information we have provided thus far remains factual. As we have no new information to offer and the customer has been given the necessary steps to proceed with the warranty process, mac of all trades now considers this matter closed. We encourage the customer to reach out to us to proceed with the warranty service so that we can resolve the issue promptly.
  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I noticed right away the iPad sold was glitchy, and sent an email because they dont answer their phones. *** sent several and was sent an email that said I was now past the two week return limit. It freezes, wont turn off, and is barely charging, now.

  

  Business response

  02/22/2024

  Hello,
  
  This customer purchased an iPad on January 15th, 2024. The order delivered on January 23rd, 2024.
  
  The customer reached out to us on February 11th at 4:12 PM to report that she took the iPad to Best Buy to pair with an old computer and that it is now freezing, wont turn off and is slowly charging. Our **************** Team replied to this email on February 12th at 2:21 PM to provide troubleshooting steps. The customer did not reply to that email but did leave feedback on her experience on February 14th at 7:35 AM repeating the issues mentioned in her original email. Our **************** Team resent the troubleshooting steps to the customer in the same email thread on February 14th at 8:48 AM.
  
  Our **************** Team then sent the customer instructions for sending in the iPad for warranty repair. The customer advised that they do not want to send the iPad in for repair and would prefer a refund. Our **************** Team informed the customer that she was outside of the ****** return period for the item. The customer responded with the following ultimatum: *** tried talking to you, now Im talking to them [BBB] and warning everyone one social media about this business.  Ill continue until a refund and shipping label is in my hands.
  
  Our **************** Supervisor has taken over this case and reached out to the customer yesterday, February 21st, to come to a resolution. Our **************** Supervisor recognizes that the customer is outside of the Return Period by only 5 days. Due to this, they have approved a return for a refund and have provided a prepaid return label as a one-time exception. The customer has not yet replied to that email. However, due to the above information, mac of all trades considers this matter closed.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a wireless keyboard. The company claims I received it. I did not receive it. Mac of all trades and there carrier are not responding.

  

  Business response

  02/23/2024

  Hello,
  
  Prior to this BBB complaint, mac of all trades has not received any contact from this customer via email or chat. Upon receiving this BBB Complaint, we have reached out to the customer via email and they have reported that they attempted to call us on Saturday, February 17th. Unfortunately, our office is closed on the weekends as we operate Monday to Friday, 9:00 AM to 5:00 PM ET which can be confirmed on our website.
  
  We have confirmed with the customer that the keyboard was delivered. The *** Tracking shows that the package was delivered by the local post office on 2/16/2024 and 2/20/2024. We are unsure why the tracking is showing two different delivery dates. However, we can confirm that this package was delivered within the expected timeframe of our Economy shipping method (7-10 calendar days).
  
  However, upon receiving the keyboard, the customer has reported multiple issues including the following:
  1. The Keyboard is warped.
  2. The Keyboard did not include a USB Transmitter.
  
  The customer advised us of the above issues via email on February 20th at 5:21 PM ET and included the following ultimatum: If I dont have a reply with all my questions answered and a solution by 6PM EST February 20th Ill pass it on to my bank and contact the attorney general and write a negative review on you webpage
  
  Unfortunately, we were not given enough time to resolve this as our office was closed between 5:21 PM and 6:00 PM. However, our ******** Service Supervisor reached out on February 21st at 10:28 AM with information regarding each of the customers concerns including asking for pictures of the keyboard to determine the severity of the warp as well as advising that the Apple Keyboard does not need a USB Transmitter to connect as it is Bluetooth. The customer replied with the following emails at 12:19 PM and 12:32 PM respectively:
  1. The keyboard is warped. I use bluetooth. It doesnt, Dont waste my time or your. Respond to my other emails. As*****s
  2. Oh Im sorry ************** I just noticed your name. As****e
  
  In response, our ******** Service Supervisor provided the customer with the return instructions to return the keyboard for a refund at 12:42 PM. The customer replied stating that the bank will be in contact with us. It seems that the customer has filed a chargeback for this order. Due to this, any additional support regarding this case will be at the banks discretion. Due to the above information, mac of all trades considers this matter closed.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  this is regarding order# ******. The computer I received arrived damaged and would not turn on at all. The company policy on their website allows for free returns where they deduct the return shipping cost from the refund. Their customer service agents are not honoring their free returns and are not resolving my issue where I received a damaged item from them and am owed a full refund as a result. I will be charging back if this is not resolved asap. I am willing to send the damaged item i received from them back to them so they can see for themselves it was recevied damaged. Even *** marked the package damaged as well.... avoid this company at all costs.

  

  Business response

  02/19/2024

  Hello,
  
  This customer placed their order on January 31st, ****. The *** Tracking shows that the package was delivered on February 6th, **** at 3:36 PM ET. On February 6th, **** at 7:04 PM ET, *** tracking shows that damage to the package was reported by the receiver. The customer then contacted us on February 12th, **** to report the damage.
  
  Upon report of the damage, our **************** Team requested pictures of said damage. In response, the customer sent an image that was clearly edited with photoshop or some other photo editing software to include cracks on the display that were not actually present.
  
  Our **************** Supervisor was able to confirm the above information by locating the image of cracks that was used on the original image sent to us. Due to this, our **************** Team denied a free return. However, our **************** Team did advise that the customer can send the machine back to us in its fully functional state and provided instructions on how to do so on February 12th, **** at 4:31 PM ET.
  
  The customers response in this resolution was a threat of a chargeback. At the time of this response, the customer has in fact submitted a chargeback for this order. Due to this, mac of all trades will no longer respond to this case and will allow the Credit Card Issuer to handle this order how they see fit. Due to the above information, mac of all trades considers this matter closed.

  Customer response

  02/19/2024

   
  Complaint: 21283317
  
  I am rejecting this response because: the photo I submitted was real and the cracks were real. I also submitted photos of the damaged pierced box, which the merchant did not address by the way. 
  

  I had the *** driver return the package and the item I received in the exact condition I received it. The merchant should receive the return today which will show up in the same tracking as the initial order. 
  
  Sincerely,
  
  J

  

  Business response

  02/20/2024

  Hello,
  
  Due to the Chargeback submitted for this order, mac of all trades will no longer respond to this case and will allow the Credit Card Issuer to handle this order how they see fit. Due to the above information, mac of all trades considers this matter closed.

  Customer response

  02/20/2024

   
  Complaint: 21283317
  
  I am rejecting this response because: this company is stupid, I sent them many photos showing the damage to the box and the item and they refused to honor their free return policy for damaged items. Luckily *** has since returned the item back to them and its been delivered in *****, ******* where it came from. They can go deal with *** now. I consider this matter closed and so does my credit card company, any further communication from mac of all trades will be considered harassment. 
  
  Sincerely,
  
  J

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase of two used iPhones from MacOfAllTrades on 09/23/2023, with the order number ******. The total amount of the purchase, including Route protection, was $1,726.36. When the package arrived, I noticed that the shipping box was severely damaged. Therefore, I refused the delivery and ***** returned it to the sender. Several weeks passed, and I didn't receive any updates from the merchant. So, I contacted them, and they informed me that they had opened an investigation with ***** to locate the package. However, after over a month, there was still no resolution, so I reached out to them via live chat. To my surprise, they denied any prior involvement and refused to help me, stating that since I had bought route protection at the time of purchase, any issues I had with this order would need to be resolved with the Route (3rd Party).I then contacted Route and tried to resolve the issue, but they required my social security number and government ID to file a missing package claim. I found that request excessive and felt uncomfortable sharing that private information. I asked for other solutions, but I was denied, and now, both companies are ignoring my emails.I believe this situation is unprofessional on the part of both companies. In particular, Mac Of All Trades, for refusing to assist me with either a replacement or refund, and shifting the responsibility to a different company that they are no longer affiliated with.I'd like a full refund from the merchant.

  

  Business response

  12/07/2023

  Hello,
  
  
  This customer agreed to Routes Terms and Conditions at the time of purchase. They have chosen to not proceed with the requests made by Route and their Notary. As a result, Route is unable to move forward with their refund process. We understand that this might be disappointing, but based on these circumstances, mac of all trades must deny any refund requests for this order. Due to the above information, mac of all trades considers this matter closed.

  Customer response

  12/07/2023

   
  Complaint: 20947100
  
  I am rejecting this response / resolution.

  I was not aware at the time of purchasing Route protection that I need to summit GOVERNMENT DOCUMENTS to file a claim. Furthermore I was told by an employee at MacOfAllTrades months ago that there could be a difference solution via filing a claim through ***** and I was under the impression that happened already because an employee there told me they filed it until I found out weeks later that they lied to me and prolonged this ordeal.

  Im very disappointed in this outcome as both parties refuse to acknowledge my concerns about providing a 3rd party company my SSN 

   

  I find this situation completely ridiculous how MacOfAllTrades refuse to accept responsibility for the products THEY shipped. MacOfAllTrades could easily file this claim on my behalf or try to meet in the middle and help me in any way but outright refusing and shifting the responsibility of this issue to a 3rd party is incredibly unprofessional. 
  I refuse this half hearted response and Id like another solution by MacOfAllTrades

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

  

  Business response

  12/08/2023

  Hello,
  
  We have been advised by Route that the process of submitting a Social Security Number as well as a Government ID is common practice when using a Notary. Route has also assured that the information used to complete the Notary is secured and protected and that the last 4 digits of the Social Security Number are all that is needed.
  
  It has also come to our attention that a Chargeback was filed for this Order on October 19th. Due to this, any refunds processed on our side can not be completed as that option is now limited to the bank and payment processor involved in the chargeback.
  
  Due to the above information, mac of all trades continues to stand by our decision and considers this matter closed.

  Customer response

  12/09/2023

   
  Complaint: 20947100
  
  I am rejecting this response. As I've mentioned before, I'm uncomfortable sharing my social security number, government ID, and a live recorded session to prove my identity for Route in order to file a claim. I've also expressed my concerns to everyone involved, and I'm stunned that no one seems to be taking them seriously. The thought of providing such sensitive information over the internet is worrying, Regardless of " be secured and protected"
  
  Route has notified me that my case is closed, and I've been informed that any issues I have with missing products must be taken up with the merchant. In October, I filed a chargeback through my bank, but it was unsuccessful because MacOfAllTrades claimed the product was delivered to the correct address, and the case was closed. I feel like I'm out of options.

   

  I request that MacOfAllTrades reconsiders their decision and provides me with either a replacement or a refund.

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

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Used iMac **** computer Jan. 27th, 2022, Order # ******/part# IM-215-14-M14-8500A and also purchased Two Year Platinum Warranty coverage for an additional $99.00. Computer started to crash and restart itself, Requested an RMA on Nov 8, 2023 and I was told to submit proof that the unit was crashing - ran ***** utilities and no issues were found, so ran the computer and waited for another crash which finally produced an error message and report which I then emailed to Mac of All Trades tech support. They issued an RMA. Today Nov 21 got a message from ******** and he said the unit passed all hardware diagnostics (which I told him that the issues were *****) and said they could not fix the unit but was told they normally would ship a replacement with the same specs but did not have one in stock and only offered a $179.00 store credit for purchasing a different model. I checked his online store and there were two units with similar specs in stock and asked him to ship one of those at no cost but refused. I asked him to refund the $179.00 to the credit card used for the orginal purchase because I do not want to buy another computer from this business and he refused. I also requested he refund the $99.00 paid for the extended warranty and he refused. I went online to see what other vendors were charging for the same unit and the price ranged from $250.00 to $350.00. I then asked him to ship the bad unit back to me and he said if he did I would no longer receive the $179.00 store credit. I am trying to be fair, just want a working computer. At least ship back my computer and credit the CC for $99.00 for the useless Two Year Platinum Warranty. I feel like Mac Of All Trades are being unfair and not living up to the expected extended warranty agreement.

  

  Business response

  11/28/2023

  Hello,
  
  This customer placed their order on January 27th, 2022. On November 9th, 2023, the customer reported that there is an issue with the computer shutting down, restarting and vertical lines appearing in the display. All the listed issues were reported to be intermittent. On November 10th, our customer service team requested a video of the issue. On November 13th, the customer was able to provide a photo of the crash report. Our customer service team then sent the customer instructions for sending the machine back. On November 17th, our Repair Team received the device and performed multiple tests on the machine. Unfortunately, our Repair Team was unable to recreate the issue through multiple hours of testing. Due to this, our next course of action was to try to replace the machine. There was not currently a machine in stock and we are unable to determine when we will get more stock of a particular item. Due to this, our customer service team offered the customer a Store Credit in the amount of the current selling value of the machine. The customer did not accept the Store Credit option and requested either the unit to be fixed, a replacement to be sent, or a full refund. Unfortunately, we were unable to perform a repair on a device that we cannot replicate an issue. We could not replace the machine due to no identical models in stock. We also could not issue a full refund for a machine that was in use from January 2022 to November 2023. After the above was explained by our customer service team, the customer asked for the computer to be sent back to her as is. Our customer service team agreed to send the computer back as is but advised that this computer will not be able to be serviced for the same issue. The customer has agreed to these terms and the computer is being sent back to the customer. However, while the computer was in transit to the customer, we did receive a replacement machine. The customer informed us of this and we advised that we can send the customer the replacement machine. The original machine has delivered and we are awaiting the customer to send the original machine back to us. Once the original machine is sent back to us, we will be sending the replacement machine. Based on the above information, mac of all trades considers this matter closed.

  Customer response

  11/28/2023

   
  Complaint: 20901029
  
  Nov 28, 2023
  
  To: BBB
  
  Thank you for your response.
  
  I am not in agreement with the response made from Mac of All Trades.
  
  And this is why..
  
  I have been without a working computer since Nov 13th when I contacted Mac of All Trades for warranty repair; they would not issue a RMA without proof of failure (which after 4 days I was able to duplicate the problems) and sent photos of them (copies sent to BBB.) Received an email stating they could not produce any problems. They gave me the following choices.. Accept a replacement unit (but the same model was not in stock) so they gave a choice of a store credit of $179.00. I suggested they ship another unit with similar specs that was in stock-they had two units with similar specs, one was valued $30.00 less and other valued $30.00 higher of the $179.00 credit offer. I told them I would accept either one as replacement ..but they refused to do so.
  
  At no point did I ask for a full refund of the original purchase price, but I did ask for cash credit of $179.00 of the store credit offered. They declined my offer so I asked for my computer to be returned to me. Rec'd tracking # on the 25th.
  
  I was curious to see if they had any units in stock of my configuration and they did.. I asked them to ship it and they charged me $37.00 to intercept the cross shipping but they were unable to so I received my unit un repaired.
  
  At this point, I have decided to keep my computer am requesting the $37.00 shipping charge to be refunded along with the $179.00 store credit and the $99.00 cost of the extended warranty.. either by check or refunded to the original CC or to the current CC used for shipping costs.
  
  Sincerely, ******

  

  Business response

  12/04/2023

  Hello,
  
  Following a phone conversation between our **************** Manager and the customer, a mutual agreement has been reached on the following points:
  
  1. The cost of the shipping charge will be fully refunded.
  2. The $179.00 Store Credit has been denied.
  3. The cost of the extended warranty will be refunded at a prorated cost.
  
  The phone discussion concluded on what seemed like a positive note, with the customer expressing that, although she had initially hoped for a full refund of the warranty, she found the proposed solution to be satisfactory.

  Customer response

  12/05/2023

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

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a computer from this company thru ******** My computer was locked out somehow when i changed my number. I need proof of purchase so that apple can identify the computer and the company refuses to send the receipt with a valid date. So im out 500 $ because they refuse to give me the information they have so that i can get the computer reset. Also im being called a thief because i have NO valid proof of purchase.

  

  Business response

  10/04/2023

  Hello,

  This customer purchased this machine through our marketplace profile on ******* on October 14th, 2021. The customer is reporting that they have changed their number and the computer has locked them out. The lock in question is called a Firmware lock and restricts access to the computer without the original password that was set on the system. Our customer service team has sent all the information we can to the customer in regards to this sale. Also, *******'s return policy has been expired on this order since January 14th, 2022. Going forward, any assistance will need to come from Apple directly as we are unable to access Apple's servers. Due to the above information, mac of all trades considers this matter closed. 

  Customer response

  10/05/2023

   
  Complaint: 20669409
  
  I am rejecting this response because: I have not received the info on the computer as i requested. I was supposed to be sent a receipt showing the details of the computer. Not just the sale receipt of the computer which till this date I have not received, also a manager with ******* sent an email to this vendor on my behalf requesting detailed info on this computer. Apple won't reset the computer because in their records the computer doesn't show it was re-sold to me. The last date shown is **** or July of 2021. If Mac of all trades can update their records with apple to show it was resold to me and on the date showing on my receipt, then it will coincide with my receipt and it will show I purchased it and didn't steal it. Until that is updated apple will not help me and considers this computer stolen. I'm not sure why mac of all trades refuses to send me a detailed receipt on this purchase. So that I can go apple and reset the computer with a proper receipt. All i need is a valid receipt with documentation for the computer and for it to show the proper sold date when it was sold to me. And then I will be able to have them reset it. So, without proper documentation and a proper receipt mac of all trades pretty much stole $500 from me as this was the purchase price. All i need i a receipt and them to update the purchase date. I don't see the problem in me requesting a detailed receipt. Also, apple advised the computer is a much older model and it's not even the one on the receipt. So as far as I'm concerned mac of all trades refuses to send me the receipt because I wasn't sent the correct computer in the first place and now that there's a problem, they want to cover their tracks by brushing off saying its past the date. IM not asking mac of all trades to fix it I'm asking for a receipt with the model the id info on the computer and the date it was resold to me.

  
  Sincerely,
  
  Erican ******

  

  Business response

  10/06/2023

  Hello,

  I can confirm that our **************** Team has forwarded the receipt to the customer. I have attached the receipt to this complaint as well. In regards to updating the purchase date, we are unable to do so as we are not affiliated with Apple. Due to this, we have provided as much as we can to the customer and any additional assistance will need to come from Apple directly. Mac of all trades considers this matter closed.

  Customer response

  10/06/2023

   
  Complaint: 20669409
  
  I am rejecting this response because: I Already received this receipt from ******** I need them to provide me with the detailed info on the computer. Details regarding the specifics on the computer. A Serial Number the identification number. Is there a phone number that i can call and speak to a person from your company that can speak to apple to advise them i didn't steal this computer. Or if they can provide a receipt of when they received said computer. 
  
  Sincerely,
  
  Erican ******

*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. ↩