ComplaintsforMac of All Trades

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a refurbished MacBook Pro from this company using Affirm to pay for the product. I received it quickly, but within one day, the "e" key was non-responsive, and the speakers sounded blown. I promptly sent an e-mail using their on-site form stating my problems and requesting a return. No response for several weeks, and I filed a complaint with Affirm. I have since contacted Mac again, and they "didn't have a record of my correspondence" stating I was "past the 14 day return period..." Is this how your company operates? Send me a literal broken machine, ignore me, and then tell me I can't return it? They only offered me store credit, which makes no sense considering the product I received wasn't even functional whatsoever. This was an expensive computer, and I am appalled at this company. I want a refund to my Affirm account for the complete total, and maybe some sympathy from the company for sending me a BROKEN, expensive, computer.

  

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/07/19) */ Hello, This customer ordered a MacBook Pro on March 17th, 2022 and delivered on March 19th, 2022. Our first contact received from this customer is on June 30th, 2022 at 10:54 AM ET to report that the speakers are blown and a few keys are not working. The customer did report that he reached out to us prior to June 30th but was not able to provide any documentation to prove this when requested. Without any documentation showing that contact was attempted within 14 days of delivery, we cannot issue a full refund. On July 1st, our Customer Service Supervisor provided the customer with his options. These options were as follows: 1. Warranty Service - We can repair the machine under our free 1-year warranty and send back to the customer fully functional. 2. Store Credit - We can offer a full value Store Credit for use on our site. 3. A Partial Refund - Due to the depreciation of the machine, we are unable to offer a full amount refund. However, our Customer Service Supervisor has offered an out-of-policy refund for the current selling value. This value is currently $1,699.00 but can continue to decrease with depreciation if the customer does not make a decision. At the time of this response, the customer has not selected any of the above options. Once one of the options are selected, we will be happy to guide the customer through the steps to complete. Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business as no direct way to contact them available on their website. The only option is to use a little chat box function to send an email. This directly benefits this business in adhering to some return policy by conveniently denying that I sent anything to them at all. I typed a message to them on that pedantic form on March 20, only ONE day after I received the unit. It is absolutely not acceptable for me to have to spend $600 at Apple to fix the unit I just received from them because I had a completely useless machine for weeks with no response from them. I'd expect such shenanigans from a business ran in a state by a corrupt, deceitful, lying governor. I will not accept a reduced rate for a return or credit. Without providing a means for me to document my sent emails to you (like with a normal email address) your claims are invalid in nature. You can just deny me sending you something because you use a system that directly benefits you having ZERO accountability. If I am not able to get a full refund, I will file a small claims suit, with the addition of $600 I paid to have the broken machine fixed since it was not functional upon delivery. I had also contacted Affirm (where the unit was financed) in May/June trying to file a dispute with them after over a month of receiving nothing from MOAT. Business Response /* (4000, 9, 2022/07/29) */ Hello. Our previous reply is factual and remains unchanged. Additionally, our website provides information on three different ways to contact us: via chat, email, or phone. Our "About Us" page, for example, provides all three of these communication options: https://www.macofalltrades.com/about-us/. All chat conversations, email messages, and phone logs are visible to our customer service team, leaving zero chance for any missed communications. Furthermore, our warranty policy, agreed to at the time of purchase, states that "Any third-party fees, including but not limited to: diagnostic, repair, and shipping, will not be reimbursed." The warranty policy in full is available here: https://www.macofalltrades.com/returns-warranty-policy/. As previously stated, the customer's purchase is within the one-year hardware warranty period. We have also offered a cash refund of the current selling value, or a store credit refund of the original purchase price of the product, both as unique exceptions to policy. The customer was offered these options prior to us originally receiving this complaint. Following receipt of this complaint, the customer sent us a message, received at 7:18pm Eastern Time on July 27th, however they did not accept any of the previously stated options. Once the customer notifies us regarding which of the three options they would like to proceed with, we will be more than happy to continue resolving this complaint. Consumer Response /* (3000, 13, 2022/08/09) */ This is not an acceptable response. You have also not responded to my last e-mail asking for the ability to send this back for store credit. You are just ignorant of my needs and only care about making money, selling broken computers. Business Response /* (4000, 18, 2022/08/14) */ Hello. According to our records, the customer sent an email on August 9th, at 11:05am Eastern Time, accepting our offer for a full store credit. Our customer service team responded with return information 46 minutes later: 11:51am Eastern Time. Proof of both messages with timestamps has been provided to the BBB. We are happy to proceed with resolving their complaint, and consider this matter closed.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a refurbished Apple Watch Series 6 44mm Gold with a white wristband. The package was sent via FedX. Once the delivery date had come and gone I contacted the company who informed me to wait and watch for the package longer. I waited 4 more business days and then called FedX myself. FedX determined my package was lost and that I needed to contact the purchase company for a replacement. I have reached out to inform them and ask when my replace would arrive. I have not received a response at all.

  

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/27) */ Hello. According to our records, the estimated delivery date for this package was May 20th. The customer reached out to our Customer Service Team on May 23rd to advise that the package was not delivered and is showing as Pending. On May 23rd, our Customer Service Team asked the user to continue to look for the package for the next 8 business days in case there was an error with the tracking information. With this timeframe, the expectation was set that further information was to be given on June 1st. The customer reached out before this on May 26th to advise that she reached out to FedEx and they informed her that the package is now lost. Our Customer Service Team advised that the FedEx Claim is still active and that a refund would be issued on June 1st if the package was not received by that date. Due to this Complaint, our Customer Service Team has sent this ticket to our Accounting Team and a refund has been processed. Although undelivered packages are extremely rare, we completely understand the customer's frustration, and have done everything possible on our end to attempt to resolve the issue. Since the refund has now been issued, mac of all trades considers this matter closed. Consumer Response /* (2000, 11, 2022/06/13) */ I received a refund when I requested a replacement. And I only received the refund after filing with the BBB. I believe if I had not taken such action I would still be waiting for a resolution to this problem. This company have terrible customer service and has zero regard to how they speak to their customers nor do they feel like it is their responsibility to ensure safe and complete delivery of their products but continuing to use a unreliable delivery company.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 17, I submitted a request to have Mac of All Trades purchase my Macbook Air from me (Apple MacBook Air 13-inch M1 (2020) *********). My request was accepted ()PO: XXXXXX) and they sent me a shipping label to mail my Macbook Air to them. I sent in the Mac Book and it was received on 4/22/2022 - which they confirmed via email. On April 25, I received an email stating that the Macbook Air was in fact in the condition I described and they would send me my payment by mail. On May 17, 2022 I sent an email to MacofAllTrades asking where was my refund. I received an email from Rob saying that it had been sent. I did not receive it. He asked if I wanted another check issued - or would I prefer a PayPal payment. If I wanted PayPal - I needed to send him my PayPal email address- which I did. I have received multiple payments on PayPal using the email address I provided - so I know that it is a verified PayPal email address. I have heard nothing more from MacOfAllTrades. I would like to receive my agreed upon payment or the return of my MacBook Air.

  

  Business response

  05/27/2022

  Consumer Response /* (2050, 6, 2022/05/23) */ When I filed the complaint to BBB on 5/20/2022, I saw the MacofAllTrades' phone number on the BBB website (it is not on the internet - nor the MacofAllTrades web site). After filing the complaint, I called the company. Surprisingly, Rob A., the person signing the emails to me, picked up the phone. I said my name and said I had a PO number- he said oh no, that won't be necessary. I know who you are. I just cleared cancelling the check to you (that I never received) - I can now issue you the payment via PayPal. Within a minute I had an email from PayPal - saying I had received a payment from MacofAllTrades. My case is now resolved. I would still not recommend doing business with MacofAllTrades - because I do not feel that I should have to track them down to get my payment.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/5 I started the search for the best way to sell my 2018 MacBook Air 13.3 inch Retina display laptop that had no damage. My only reason for selling is because I enrolled in school & decided I did not like the way my school programs ran on Apple software-so I purchased a Microsoft laptop. I began calling around to reputable companies locally, but didn't have much luck since most resell places are only purchasing devices such as cell phones/tablets due to economic impacts from COVID. One of the local companies I talked to that I have dealt with before recommended I go through "Mac Me an Offer" otherwise known as "Mac of All Trades" to sell my device. I went online & was quoted $405 for the sale of my device. Although I still felt that was a bad deal, I needed the money & to be done searching for ways to sell my device. There was no damage at all to my device, I hardly used it and kept up with regular maintenance such as software updates/etc. I took photos of my device along with the serial number & wiped it clean of my data right before packing it up in the box I paid $20 for directly from "Mac of All Trades" to ensure a safe delivery. I dropped it off at a local UPS store & acquired a receipt to ensure it was tracked. A few days later it was reported as delivered & Mac of all Trades said they were beginning their inspection process. The following day, I received an email stating while doing their inspection, they notice that the LCD was crack & the display would require replacement-they offered me $100 or to return my device. I am absolutely furious & beside myself. I made sure to document everything from start to finish & sent the company the photos I had taken of my device immediately before packaging and of the screen clearly showing my device was functioning properly. Now I just received my device back from them and it doesn't even turn on. The screen is black and I can't even use it let alone sell it or gift it away. I was ripped off and taken advantage of!

  

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/01/13) */ Hello. According to our records, this customer's device was received at our facilities on January 11th, at 11:42am. On January 12th, we began processing the trade-in. The first step in our process is to open the package and visually inspect the device, to ensure the condition as received matches the condition as described when the quote was submitted online. The quote was submitted with the device's condition noted as "Excellent", however the device arrived with a crack and multiple scratches on the display. At this point, processing of the device was halted, and at 11:20am on that same day we notified the customer of these damages, along with photographic evidence. In order for us to purchase the device we would need to replace the display, so $100 was offered to the customer: the value of the original quote minus the cost of parts required to refurbish the computer into satisfactory condition. After receiving this information, the customer expressed disappointment, and made multiple false accusations of our company, including that we damaged their computer and/or sent a picture of a different computer. The customer also provided a picture of their own for comparison, taken prior to the computer being packaged and sent to our facilities. Regarding the first accusation, there would be absolutely no benefit or reason for our company to damage products sent to us for trade-in, and our business would not have earned its high reputation with over two decades of satisfied customers if this were an activity conducted by our business. Regarding the second accusation, we provided the customer with both a photo of the computer's serial number, which matched the serial number provided by the customer at the time of quote submission, as well as a copy of the aforementioned photo sent by the customer, with arrows and labels to indicate that the damage to the display on their photo matched the damage on our photo. After receiving this information, the customer requested we send their device back to them, and it was done on the same day. We regret that the customer feels dissatisfied, however we followed the customer's request by sending the device back to them in place of paying the fair value for the device. Therefore, mac of all trades considers this matter closed. Consumer Response /* (3000, 10, 2022/01/31) */ ***Document Attached*** This device was sent to Mac of all Trades barely used and in working condition. I purchased a box directly from them to ensure proper packaging for a safe delivery to insure the device I spent $1,000 on would arrive with no damage. They stated it arrived cracked when they received it. I took photos of my device immediately before packaging and there was no damage to it. When I received my device back from them the screen does not even turn on it remains black. Now not only am I out of the money I expected to receive from them for turning in a device that was worth way more, I am completely out of a laptop. I can no longer use it because it is no longer a functioning device. I can't even gift it to anyone. I am very upset and extremely dissatisfied! I sent in a functioning "like new" product, and got back something that does not even turn on to use. This is completely unacceptable! Business Response /* (4000, 12, 2022/02/01) */ Hello. Our previous reply is factual and remains unchanged. Attached is an image, which was captured at the time the computer was undergoing initial visual inspection, of the computer as we received it in our facilities, as well as an image of the computer's bottom plate, which contains a matching serial number to the original quote submission. As previously stated, the product was shipped back to the customer on 1/12/22, and proof of delivery on 1/13/22 is attached to this reply as well. We regret the customer's dissatisfaction, however since the customer requested we return the computer to them in lieu of payment on 1/12/22, we have fulfilled their request and consider this matter closed.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  -Order (PO: ******) placed on December 6, 2021 for purchasing a Apple Watch 3 from me for $95. -Dec 10th: Received confirmation they had the watch in their possession -Dec 14th: They asked me to turn off Activation Lock before payment could be issued- this was taken care of on the same day and an email was sent to them informing them of such. -Dec 16th: Follow up email was sent as I had not heard back about confirming if they checked the watch. -Dec 16th: received email back stating they were contacting their technicians. -Dec 18th: I sent another email requesting information on whether the watch was confirmed to be wiped. -Dec 20th: I received an email back stating that 'my payment **** be sent within four business days.' They also confirmed that the watch checked and passed all testing. They mentioned that checks are sent via USPS First-Class Mail and typically arrive in most locations within a week. They do mention that it may take up to 3 weeks due to possible delays. -Jan 4th: I sent an email stating I had not received my check and wanted to make sure it was sent out. -Jan 5th: I received an email stating that the check was issued. -Jan 12th: I sent email stating that I still have not received the check. At this point, It has been long enough for an envelope to be delivered from Tampa to Albany, NY. They have my watch in their possession and I have no payment. I either want immediate payment or my watch back.

  

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/12) */ Hello. Unfortunately, it appears that the check sent to this customer was lost in transit by USPS. According to our records, the customer contacted our company at 6:57am Eastern Time this morning, informing us that the check was not received. When our support representatives received the customer's message, they notified our Accounting department that the check had been reported as undelivered. Our Accounting department then issued a replacement check, with the same payment amount as the original check. This replacement check will be sent via UPS; we provide this upgraded shipping service as a courtesy in cases where the original check is lost in transit. The tracking number for the replacement check is: ******************. We have provided this information to the customer in a reply to their message from this morning, and have also informed the customer that the original check has been voided. If the customer does end up receiving the original check, they should discard or destroy it, as it is no longer valid. Lost shipments are absolutely frustrating, and we do regret any inconvenience this issue has caused. Seeing as the customer's replacement check has been issued, *** of all trades considers this matter resolved. Consumer Response /* (3000, 7, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, I am not agreeing to call this situation rectified in regards to this response until I receive the actual check. I was told before I would have the original check and never got it - to which that kept pushing it off on delivery problems/delays. Just because a tracking number was provided does not mean the transaction is complete. I will report back once I have the check in hand. Business Response /* (4000, 9, 2022/01/18) */ The resolution noted in our first response has been fulfilled, as the replacement check has been delivered by UPS. Proof of delivery is attached to this message. We invite the customer to reach out to us with any further questions or concerns, and we consider this complaint resolved. Consumer Response /* (2000, 11, 2022/01/18) */ I received the replacement check today. While it has not cleared yet, I will go ahead and consider this case closed now. Thank you.

*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. ↩