Complaints

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:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Do NOT BUY they will tell you the serial number is wrong if you happen to want a refund on a DEFECTIVE PS5. If theres anything wrong with it *******s return policy becomes VOID. Weeks after ******* gives you the refund they will send an email saying we are taking the money back because this isnt the same PS5. They will cancel your refund!!! Claim its not the same PS5 they sent you!! This is NOT ******* ITS A 3rd party vendor TOTAL SCAM DO NOT BUY! This was a BIRTHDAY GIFT-present and they made this a nightmare. They need to send back what I sent then if its not the PS5 they left on my doorstep!!!! POS scammers and liars save yourself go to BESTBUY. This wouldnt have happened there.

  Business Response

  Date: 02/27/2023

  We would like to assure you that we take all feedback seriously and are constantly working to improve our services.
  Regarding your concerns about our return policy, we want to clarify that we carefully check each serial number of every returned item to ensure that it matches the product that was originally shipped. This is a standard procedure to prevent fraudulent returns and to protect both the customer and the seller.

  
  We understand that the return process can be frustrating, especially if the item is defective. However, we want to emphasize that we follow each marketplace's policies as carefully as possible to provide a fair and consistent experience for all our customers.

  
  We apologize for any inconvenience this may have caused you and we would like to make things right. If the correct item is returned we are happy to move forward with a full refund for the order.
  
  Please note that the name and address linked to this comment does not match any orders we have on file. In the details of this post the order number is left blank. There is, at this time, no way for us to check the specifics of this complaint.
  
  We kindly ask for additional information so that we can look into possible solutions.
  

  
  

• Initial Complaint

  Date:07/08/2022

  Type:Billing 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.

  Ordered a *** bundle on February 18th 2022. While the item was shipping from proelectronics distributing Inc I found a substantialially better deal at another store, so I inititated a return and affixed the return label as soon as the item arrived. I didn't even break the shipping tape. I got a refund and all was fine until may when I received an email indicating my return was being canceled as according to them, the serial number of the item they shipped did not match the item they received which is impossible as again, I didn't even open the box. I responded to their email and all was quiet. My bank turned the transaction away and that debit card was closed. Now it's July and they've charged my shut down card again, meaning the dispute was reopened and escalated through **** in order to circumvent the invalid card status and I've had to file a fraud claim with my bank. Now this company has $****** of my money and I have nothing. Considering the number of individuals with very very similar experiences I now seriously question the integrity of this business as a whole.

  Business Response

  Date: 07/21/2022

  Consumer Response /* (-5, 5, 2022/07/12) */ **See attached** Consumer Response /* (-5, 6, 2022/07/12) */ **See attached** Business Response /* (1000, 7, 2022/07/12) */ We have a specific procedure we follow when we sell expensive gaming consoles. All serial numbers are stored and matched to orders. When a return comes in we cross-reference our database to make sure that the correct item came back. This order was returned after one day. The returned device was broken and had the wrong serial number attached. The box had the correct serial number, but the serial number on the *** was not from our own inventory. The marketplace initially refunded the order. We appealed the refund and were reimbursed. The marketplace made this decision based on all of the given information. The order is from February (five months ago). We are no longer able to offer a refund or a replacement. We do have the serial number of the lost gaming console and will add it to the list to be reported to the manufacturer. Consumer Response /* (3000, 9, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been in communication with you multiple times and you have given me multiple different answers and conflicting information on each subsequent response. For example, the origional response included no information whatsoever ever regarding damage and only stated that the serial number on the console I sent allegedly did not match the console you claim you shipped, the second explanation stated the console was damaged to which I responded that you had originally stated the serial numbers did not match, and only then did you claim that both of the above were the case. Your company also claims to have submitted photographs to ******* of the damaged console in accordance with a return policy which ******* has stated they do not have and you have refused to provide. You were also unable or unwilling to provide the serial number of the console you claim I sent back despite the fact you stated you disposed of it. I find it very odd that your company would feel comfortable disposing of an expensive gaming console you claim no ownership of. That's to say nothing of the fact that the item was returned in the origional outer carton it was shipped in with the oriental tape unbroken, and a confirmation of signature receipt available from fed ex. I find it also very dubious that this seems to be a common and recurring issue for your company. I called your physical office and was told by the representative that you do not track serial numbers so it would therefor be impossible to provide me with the serial number, and later recievd an email telling me to communicate with your company solely through the ******* email chain. The fact that the order was from five months ago seems irrelevant considering my account was charged seven days ago today via ******* through a since closed debit card which to the best of my knowledge is only possible when charges are escalated through a processing provider. It is also very strange that I have received multiple communications from the *** that your company has claimed to have no record of doing business with me while simultaneously arguing with me via email. Whether the charge was oriented through ******* or not, the root of the problem is that proelectronics distribution inc claimed that I did not return the origional merchandise when I absolutely have. I don't care if you brick the console or not as I don't have possession of it though I seem to have paid for it anyway. I desire as a resolution either my money, or the brand new pristine condition console that I paid ****** for. I found a better deal which is why I returned it originally, but I did not expect pay almost $**** for an item I don't have postsecondary of. I will be sure to never do business of any kind with your company ever again through any retailer. Business Response /* (4000, 11, 2022/07/18) */ For ******* to reverse a refund ample proof must be provided showing that the wrong item was returned. We are uploading three images which were also provided to *******. These images show the condition of the returned item (poorly packaged, dusty, clear signs of use) as well as the serial number of the returned (locked) device. The ******* case ID is ********. We are reporting the original serial number and we have included it in one of our responses to you (July 13th 2022, 3:17 pm). We will not publicly post the serial number on the *** forum. The order is from February and the return is from March. We no longer have this device on hand since 4 months have passed since we processed the return. The device was returned locked/suspended, we discarded it since it held no value in that condition. The device was returned used/damaged and locked. Our responses have been consistent. ******* approved the refund reversal after reviewing all of the information. Please let me know if I can provide any additional information.