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:04/14/2025

  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.

  Purchased Gaming ** from ****** on 8/22/2024 Started experiencing games crashing and computer blue screening and restarting Brought to a local ** repair company due to excessive shipping fees to send back to CyberPower ***************** has done the following:Discovered that CyberPower ** installed the fans incorrectly. They were all exhausting and there was zero cold air intake. Due to excessive heat for a long period of time the *** in the ************ have become fried. The *** also overheated. We have now replaced the ***, RAM, and the ***************** is telling us we now need to replace the ************. This is all due to CyberPower ** installing the fans inverted.I have contacted CyberPower ** and they told me that I would need to ship the ** back to them with the original parts installed and they would take a look at it. They will not pay shipping costs to them nor will they reimburse me the $450 I have already spent in repairs and parts. I requested that they send me a replacement ************ for me to install and they told me no. This is not a $500 ** it is a $2000 **.I want CyberPower ** to reimburse me for the money I have already spent in addition to covering the cost of a new ************ along with any other additional repair cost that I may incur after the ************ is replaced and the ************** can complete all testing. The only other option is for them to replace this ** with a brand new one with them covering all costs to ship the new one to me and for me to return the defective one to them.Can provide detailed report from ***************** along with Receipt of Puchase for the ** and all parts that I have replaced, if required.

  Business Response

  Date: 04/21/2025

  After reviewing the details of your case, wed like to clarify that CyberPowerPC cannot provide reimbursement for repairs or parts purchased through third parties. As outlined in our warranty policy, any service or support must be performed directly by CyberPowerPC.
  
  When a third party services or modifies the system, we cannot assume responsibility for issues that arise from those repairs. Additionally, for warranty service to be fulfilled, all original components must be returned and received within the warranty period.
  
  While we are unable to offer reimbursement, were happy to assist with any ongoing support needs that fall within the scope of our warranty and service terms.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23201961
  
  I am rejecting this response because CyberPowerPC built the ** incorrectly and inverted the fans.  This caused extensive damage.  I am requesting full refund of purchase price because I have had to rebuild the **.

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

  Business Response

  Date: 04/22/2025

  Wed like to clarify that we are not the seller, so unfortunately were unable to offer refunds under any circumstances. 

• Initial Complaint

  Date:04/11/2025

  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 purchased a CyberPowerPC Model GXI3400BSTV2 from Best Buy. While the point of sale was Best Buy, CyberPowerPC remains fully responsible as the manufacturer for the systems performance and defects.Almost immediately, the computer began experiencing recurring blue screen errors every 12 weeks, despite only light usage. **************** was extremely difficult to reach, and when contact was finally made, their sole solution was to wipe and reinstall Windowsoffering no support for doing so. I followed their instructions, but the problem persisted.Although marketed as advanced and purchased shortly before Windows 11 was announced, ********* flagged the system as ineligible for upgrade. This ruled out a potential fix CyberPowerPC implied might help.After years of crashes, lost files, and wasted time, the machine finally failed completely six months ago. ************ in ********, ** deemed it unrecoverable. This was a lemon from the start. CyberPowerPCs failure to support it, combined with hardware that was already outdated, suggests planned obsolescence and may reflect a wider pattern.I hope CyberPowerPC will resolve this fairly, showing this was an isolated case. If not, I will take the following steps:File complaints with:- New York State Office of the Attorney General - New Jersey Division of Consumer Affairs - ******************************** Office of the Attorney General Notify federal oversight bodies, including:- ******************* on Consumer Protection, Technology, and Data Privacy - House Subcommittee on Consumer Protection and **************************************** on Antitrust, Competition Policy, and Consumer Rights - Publicly share my experience and submit it to technology journalists for broader awareness.CyberPowerPC sold a defective product, failed to provide adequate support, and may be engaging in anti-consumer practices if they dont resolve this. I request a new, fully functioning replacement computer.

  Business Response

  Date: 04/18/2025

  The customer purchased a computer from Best Buy on 2/12/2021. Over four years have passed since the date of purchase, and the customer is now requesting a full replacement, claiming the ** is a lemon. However, the system has never been serviced by CyberPowerPC and is well beyond the original warranty period.
  
  We understand the customer may be experiencing issues now, and we apologize for any inconvenience this has caused. However, due to the age of the system and the fact that it is no longer under warranty, we are unable to offer a replacement.
  
  If the customer is interested in purchasing a new system, our Sales team would be happy to assist him directly.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23190918
  
  I am rejecting this response because:

  1) I asked for contact from the business and they chose not to do that, only to submit a perfunctory response.
  2) cyberpower PC is conveniently ignoring the fact that I reached out to them well within the warranty period and they did not provide the necessary support at that time on the lemon computer.

  If the company is refusing to contact me directly, Ill move forward with the steps I outlined. I will wait *************************************************** directly at ********************.

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

  Business Response

  Date: 04/22/2025

  The customer did not disclose that when he initially contacted us in 2021, he requested a refund and was informed that CyberPowerPC was not the seller of the system. At that time, we advised him to contact Best Buy, the retailer from whom he made the purchase, to pursue a refund.
  
  Now, over four years later, it appears the customer chose not to return the system to Best Buy during the return eligibility period. The system in question has never been serviced by CyberPowerPC, and no warranty claim was ever filed with us. Additionally, the unit has been out of warranty for more than three years.
  
  We respectfully maintain that the system is not defective or a "lemon," and given its age and lack of service history with our company, there is no warranty support we are able to provide at this time. The system is out of warranty and over 4 years old.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23190918
  
  I am rejecting this response because:

  Again, the business has refused to open a direct dialogue as I requested. Although I would prefer the business confirm that directly, this will be the second time I asked and have the business refuse to contact me at ************** I will wait the rest of the 10 days and then assume, based on their inaction and refusal to address my request to contact me directly, they are unwilling to do so and I will move forward.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/24/2025

  As previously mentioned, we would like to reiterate the following response:

  
  The customer did not disclose that when he initially contacted us in 2021, he had requested a refund and was informed that CyberPowerPC was not the seller of the system. At that time, he was advised to reach out to Best Buythe retailer from whom the purchase was madeto pursue a refund through them.

  
  Now, over four years later, it appears the customer did not return the system to Best Buy within their return eligibility period. Furthermore, the system in question has never been serviced by CyberPowerPC, and no warranty claim has ever been filed with us. The unit has also been out of warranty for more than three years.

  
  We respectfully maintain that the system is not defective or a lemon. Given its age and the absence of any service history or active warranty, we are unable to provide warranty support at this time. The system is out of warranty and over four years old.

  
  Should the customer wish to continue correspondence, we kindly request that all communication be conducted via email so that documentation can be properly recorded and maintained in writing.

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23190918
  
  I am rejecting this response because:
  While I am willing to continue correspondence via email, the business has not emailed me at ************* despite at least four opportunities to do so. This correspondence is not email, this is a BBB complaint.  As the BBB complaint was simply a courtesy before making more substantial complaints (as I laid out in detail), if they choose not to email me before the 10 days is up I'll move forward with the other complaints I outlined in my initial BBB complaint.  One other step I didn't outline, I'll be sending a letter to **** ****** detailing I tried to resolve this matter via BBB before making more substantive complaints against CyberPowerPC and that CyberPowerPC choose not even to contact me privately.
  

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

• Initial Complaint

  Date:04/10/2025

  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.

  Ordered 3/3/25, $3103.39. Order received 4/4/25. See description of issue below:After waiting a month from the time they took our money, we get a new PC with a dead GPU. We opened it 3 hours after delivery and reported the issue immediately. After spending about two hours on the phone with two different tech support people, they confirm it's dead. We say we just want to return it, not wait another 30 days for a replacement GPU. My husband confirms with the agent there will be no cost to us to ship back, he says they will handle it since it came broken.After waiting the ***** hours for the label, I call to find out why we don't have a label on 4/9/25. **** didn't know why, but says he will get one issued but I need to know the discrepancy for the label/refund. He informed me there is a $69 charge for shipping to return the *** I told him their agent specifically told us it was no charge to us. To sum up a ten minute conversation, they don't care what their agents say. It is their policy that you pay to ship them their defective items, even if they told you otherwise. I have never paid someone to take back something that was received broken. Since they are basically holding my $3000+ hostage they know they can get away with this. I have filed a dispute with my credit card company as well.I called again today 4/10/25 and asked for a supervisor in a last ditch attempt to resolve. The supervisor, ****** G, just told me again that it is their policy I pay to return a defective item. I explained again that their agent had stated there was no cost to us since it was their issue. He told me to email their disputes department and offered no other help. I did email that department but have not received a response at this time. I posted about this online and other people have reported this company tried to run this same scam on them.

  Business Response

  Date: 04/18/2025

  We apologize for any inconvenience or misunderstanding. Please note that the $69 is not being deducted from the customer's refund.

• Initial Complaint

  Date:04/08/2025

  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.

  I bought my computer on 3/31/2025, they sent me a PC that did not work. On 4/5/2025 after having time to set up the computer and discovering it was faulty I called for a repair/replacement. After dealing with customer service, I decided to get a refund and in doing so I was told I had to cover shipping of the computer back to them. I don't believe I should have to cover the shipping of a broken computer that came broken. If the customer service was more accommodating I would have gone with the repair/replacement of the computer, but they were not helpful in the slightest, so i decided to go the route of a refund.

  Business Response

  Date: 04/16/2025

  We apologize for any inconvenience, but please note that our return policy does not cover return shipping costs. A Return Merchandise Authorization (RMA) for a refund has been issued, and we are currently awaiting the return of the merchandise. Once received, we will promptly process the refund.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23178624
  
  I am rejecting this response because:
  You sent me a pc that didnt work and refused to send me a new one only one that was refurbished. I feel like I have just been cheated out of my hard earned money. 
  Sincerely,
  
  ***** ***********

  Business Response

  Date: 04/21/2025

  **************** was available and would have included the replacement of any defective parts. However, this option was declined in favor of a refund request. We are currently processing the refund and look forward to completing it soon upon receipt and inspection of the returned merchandise.

• Initial Complaint

  Date:04/08/2025

  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.

  I ordered a computer but never received the package. I worked tirelessly to try and come to a resolution with the merchant and **** but they said they were unable to help me. I have tried disputing the charge. The credit card company has refused to help, even hanging up on me when I asked to speak with a manager. I provided clear proof showing that the signature used to confirm delivery does not match mineit is visibly different from the one on my government-issued ID.

  Business Response

  Date: 04/15/2025

  *** has confirmed that the package was delivered to the address provided in the order. If the customer did not receive it, this may be a case of theft, and we recommend contacting local authorities to file a police report. Unfortunately, as the shipment was confirmed delivered, we are unable to take further action on our end.

• Initial Complaint

  Date:04/07/2025

  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.

  On 9/6/2024 I ordered a prebuilt pc which included a Western Digital Blue 2tb solid state drive. From day one, the pc kept crashing and going to blue screens. I wanted to return it but was informed that after buying a prebuilt system (configured by them, I didn't choose the parts), that I'd be responsible for shipping, as well as a sizable restocking fee of several hundred dollars. After talking to tech support more, I formatted the drive and got it working but always with issues on startup, and waking from sleep. In the beginning of March when the same thing began to happen again, non-stop blue screens and I would have to pay over $400 to fix a computer I just spent $1700 on a few months prior. I felt defeated but since I work in tech resolved to fix it and tried to format the drive again, but it just kept failing. That's when I realized it must be the 2tb drive, and decided to install windows on a new ssd instead. The new SSD fixed all of my issues. I decided to contact tech support and before calling found out that they already knew about the issue, and have a whole article on it, (**************************************************************************************************************************************************************) I tried to explain that I can't trust my data, finances, family photos, to a drive that's failed three times now. They refuse to replace it with a different one. They refuse to refund the broken drive. They acknowledge that they sold it broken but they're only solution is, you fix it with this complicated firmware update and cross your fingers that it works a third time. All I'm asking for is a replacement component of equal value that works. That means a 2tb solid state drive for around $120 not on their list of broken parts.

  Business Response

  Date: 04/15/2025

  The customer is presenting a misleading version of events that unfairly portrays us in a negative light. The customer requested a refund and was emailed back telling him to return the computer for a refund. He never returned the computer; that was his choice not to return the computer for a refund. Here is a copy of the email. Also, if the customer has an issue with the drive, his only option is to request a replacement of the drive by contacting support. 
  
  Joshdjones2012 October 6, 2024 at 5:33 PM
  I would like to repeat my request for a refund and document that I have asked for such before your 30 day
  window. The problems have persisted after reinstalling windows and following all online advice.
  Tech Support user October 7, 2024 at 12:31 PM
  Hello ******,
  My name is ******, and I will be taking over ****** communications regarding your request for a refund. I have
  reviewed the previous correspondence, and I am up to speed on the matter.
  Your request for a refund has been confirmed. We ask that you return all items originally sent to you. Any items
  not returned will result in a deduction from your refund. The deduction will be calculated based on the value of the
  item that is not received.
  All merchandise must be returned in its original packaging. If this is not possible, the ** or CyberPowerPC
  branded peripherals may be returned using comparable packaging. We suggest double-boxing the ** and using
  appropriate packaging materials. Standard packaging materials such as sturdy foam inserts, durable foam
  cushioning, and heavy-duty bubble wrap to fill in the gaps will be acceptable. Please do not use packaging
  peanuts.
  Additional details about your refund, including an *** number, and shipping instructions will be sent to you via
  email within the next ***** hours. Your refund will be processed within 7-10 business days after we complete our
  inspection & inventory the items.
  For inquiries regarding the status of your refund, please email us at ************************************* or contact us
  at ************ to speak with the *** representative.
  Should you have any questions or require additional assistance, please feel free to reach out to me directly.
  A pleasure to be of service,
  Thank you,
  --
  ****** *. - Tech Support
  CyberPowerPC
  *********************************************************************************************************
  Tel: ************

• Initial Complaint

  Date:04/07/2025

  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.

  I bought a pre-built gaming computer from CyberPowerPC on 2/12/2025. The payment was processed by my credit card company on 2/15/2025. I received an invoice confirming my purchase from CyberPowerPC on 2/21/2025. I received delivery of the product by *** on 2/27/2025. I sent my first support message to CyberPowerPC on 3/21/2025, as it took me a while to set the computer up and I was busy with work so I didnt get to use it much. I paid ******** for the product.The business committed to providing me with a working product. They did not. The computer from the very first day would crash unexpectedly, giving me a blue screen of death and restarting. Their tech support could not help me. Over 16 days of back-and-forth, their advice actually ended up with the computer completely stopping working, and it will no longer even turn on. They had no idea what was wrong with it. Finally, upon the computer completely dying, they authorized a Return Merchandise Authorization, but refused to pay for shipping. The computer is very heavy, and needs to be shipped from ** to **, with plenty of insurance and expensive packaging to avoid the delicate electronics in the glass case breaking during shipping, a very real possibility.I told them after all of this back and forth, Im not interested, because who knows if theyll send me a working product this time, or if the computer will get further damaged during the repeat shipping process. I asked for a refund. Less than 30 days has passed between my receipt of the product and my first support message, but theyre refusing to honor the 30-day refund because I spent 16 days trying to work out the issue with them instead of just sending it back immediately. I thought I was doing the right thing by trying to work it through with the company. All they are offering is a 15% restocking fee and for me to pay my own shipping costs. That is approximately $500 all together when I have done nothing wrong, and they have sent me a lemon computer.

  Business Response

  Date: 04/15/2025

  As the refund request was submitted outside of our 30-day return window, a restocking fee must be applied in accordance with our return policy. These terms were clearly outlined and accepted at the time of purchase.
  
  Return & Refund Policy
  
  No return of merchandise will be accepted without first securing a Return Merchandise Authorization ("***") number provided by Company. Buyer must submit evidence of purchase date, Company invoice number, description of goods including serial and model numbers, reason for return, exchange, or refund, and *** number. At its sole discretion, Company may accept or deny Buyer's claim for return, exchange, or damages. If accepted and if the goods have not been used and are in a resalable condition, Company shall provide a refund within 30 days on new notebook and desktop computer systems; returns after the 31st day will be subject to a fifteen percent (15%) restocking fee. No refund, credit, or exchange is allowed after 45 days from the date of the invoice on all notebook and desktop computer systems, and part purchases. Opened software, promotional items, game vouchers, services, care options, and engraved products are not eligible for refund and may not be returned. (Software that contains a printed software license may not be returned if the seal or sticker on the software media packaging is broken, downloaded, and/or activated.) All products returned must have the *** number prominently displayed on the shipping label with return freight prepaid by Buyer, and must include all original packaging, materials, manuals, and copy of invoice. All products returned must be securely packed and delivered to Company in an undamaged condition. All shipping and handling charges are non-refundable. Company may refuse or reject returned merchandise for failure to follow the conditions set forth herein.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23171899
  
  I am rejecting this response because: I contacted the business letting them know that the computer was not functional within 30 days of receiving the product via their support email letting them know the computer was not working as advertised. That date should be used as their notice that they had sent me, the customer, an unusable, defective, falsely-advertised product, and the clear and obvious inference from such a notice is the customer would clearly be returning an item that never worked as advertised, especially since they were unable to fix the issue. 
  
  Sincerely,
  
  Cagla Yetis

  Business Response

  Date: 04/21/2025

  We are still awaiting the return of the merchandise. Once the items are received and inspected, we will proceed with processing the refund.

• Initial Complaint

  Date:04/07/2025

  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.

  Transaction: November 17th, 2024 Payment: $1488.62 I purchased a ** for my spouse from CyberPower **. They committed to providing us a new, undamaged, and functional ** and accessories (keyboard, mouse, antennae). Our dispute with CyberPower ** began January 2024, as my husband was ill in the fall and we did not unbox their new ** until then. Upon unboxing, we inspected and documented that CyberPower ** had damaged one of the cables and ports on the motherboard of the internals of the ** by forcefully jamming a foam insert inside the core of the **. We have timestamped photo and video evidence of this damage, and saw no additional damage. ** was nonfunctional when turned on. We contacted CyberPower ** as our ** was protected under a multi-year quality/repair warranty, seeking either a refund or replacement and repair of the damaged internal components. After many alarmingly unprofessional calls/emails with Support employees "****" and "******" at CyberPower **, we were told our only option was to pay to mail the ** for repairs back to CyberPower **. Additionally, when we requested to have our case reviewed by management, we were told there was no management staff that could address our damages/dispute. We received the "repaired" ** yesterday, April 4th, 2025, and unboxed it today to inspect the repairs and condition only to find that the damaged components had not been replaced and were still broken/heavily worn with new wear (bent manually, not replaced, heavily scratched metal/rubber), and that there were several new damages to the **: the upper fan/PSU was falling off the ceiling of the ** and missing half of the screws that hold it in place/bending the rest, and the exterior of the ** was dirtied with grease, scratched, and metal dented on several sides. We have requested as-new repairs or a money-back refund for the full price and need the BBB's help getting this company to uphold its commitment to us and stop carelessly neglecting our product and concerns.

  Business Response

  Date: 04/15/2025

  The customer has already been issued an *** for further service, which includes the replacement of the case and the reported damaged component. We regret to inform you that a refund cannot be processed for an item purchased five months ago. We remain committed to resolving the issue once the system is returned to us.

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, so long as CyberPower PC upholds their promises and provides us an as-new condition and fully functional product like we paid for, that resolution is satisfactory to me. Receiving the product after the first RMA in a worse and further damaged condition did not do well to represent the commitment CyberPower PC speaks of in this response to our complaint, and greatly alarmed us. Please follow through with the commitment more diligently for this additional RMA CyberPower PC so we can amicably resolve this matter and avoid additional conflict.
  
  Sincerely,
  
  ****** ** and ***** *****

• Initial Complaint

  Date:04/04/2025

  Type:Delivery 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.

  Order Number: R8U6GTJH I placed an order with CyberPowerPC on March 1st, 2025, and my payment was authorized on March 5th. Since then, my order status has remained in warehouse without any visible progress. Despite multiple follow-ups through both email and live chat, I have received inconsistent and vague responses.On March 17th, I emailed asking for an update, and from March 2025, I communicated with their sales agent ****** *. to change out-of-stock components (graphics card and power supply) for available ones and paid the price difference. I approved the final changes on March 25, and ****** confirmed that the changes were made.However, on April 2nd, I received another email saying they were still waiting for the power supply and liquid cooler to arrive. This completely contradicts the fact that I had already paid for and confirmed the replacement parts in late March.Then, on April 3rd, I contacted their live chat again and was told there was still no *** for the components. When I asked for a real solution, the representative could only offer to let me wait or cancel the ******** has now been over a month since my payment was processed, and my PC has not even entered the assembly phase. The delay, lack of communication, and contradictory information have caused significant frustration.I am seeking either:1.An immediate and accurate update with a confirmed shipping date, or 2.A full refund if the product cannot be completed in a reasonable time frame.I am filing this complaint in good faith, hoping the BBB can help resolve this matter.

  Business Response

  Date: 04/10/2025

  We regret the inconvenience caused to the customer during this process. Due to ongoing supply chain disruptions at the time, we experienced unexpected and repeated backorder issues with key parts required to fulfill the order. We maintained communication with the customer regarding these delays. Ultimately, the customer chose to cancel the order, and a full refund was issued.
  We apologize for the frustration this situation may have caused and appreciate the customers patience and understanding.

  Customer Answer

  Date: 04/10/2025

   
  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

  Date:03/31/2025

  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.

  I ordered my ** from them on Feb 26th, 2025, received in the mail on Feb 28th 2025. I went to set up the ** and from there it would boot up and then keep turning off over and over again. It took me several hours to set up, even though they advertise plug in and play. Once I finally got it to set up it was so laggy that you were unable to get anything to open or run. It kept crashing the computer and completely turning it off. I contacted CyberPower ** on Feb 29th of 2025, they told me to try to hold a s**** driver to the motherboard to see if that would help with the lag. That helped with the lag but the computer kept turning off still. I then had to call them back again the same day and they had me get a flash drive and reinstall the **** and Windows 11 that also did not fix the crashing. Then I had to wait till March 3rd to call because they are closed on Sunday's. They then asked if I could reseat the graphics card and the ram. That did not fix it.I then ran a CPU test, checked the memory, checked the **** and changed outlets and such. None of this fixed the problem. Then they had me send my ** in for warranty repair. I sent it in on March 5th and then received it back on March 25th. They told me that the water cooling system was not seated properly. I tried out the ** again over the weekend March 28th-30th 2025. The issue still persists. I then contacted them on March 31st for a refund. They granted me a refund but they said that I have to pay the 69 plus tax dollars for shipping the ** back to them. I asked them if they could waive that considering the product that I ordered did not work from the start and I now have to wait and order a different one and am going to be short 69 plus tax dollars. They stated that this was their policy.

  Business Response

  Date: 04/07/2025

  We apologize for any inconvenience. We would like to clarify that, as stated in our return policy, customers are responsible for the cost of return shipping when seeking a refund. Unfortunately, shipping and handling charges are not covered under our return policy. 
  
  Return & Refund Policy
  
  No return of merchandise will be accepted without first securing a Return Merchandise Authorization ("***") number provided by Company. Buyer must submit evidence of purchase date, Company invoice number, description of goods including serial and model numbers, reason for return, exchange, or refund, and *** number. At its sole discretion, Company may accept or deny Buyer's claim for return, exchange, or damages. If accepted and if the goods have not been used and are in a resalable condition, Company shall provide a refund within 30 days on new notebook and desktop computer systems; returns after the 31st day will be subject to a fifteen percent (15%) restocking fee. No refund, credit, or exchange is allowed after 45 days from the date of the invoice on all notebook and desktop computer systems, and part purchases. Opened software, promotional items, game vouchers, services, care options, and engraved products are not eligible for refund and may not be returned. (Software that contains a printed software license may not be returned if the seal or sticker on the software media packaging is broken, downloaded, and/or activated.) All products returned must have the *** number prominently displayed on the shipping label with return freight prepaid by Buyer, and must include all original packaging, materials, manuals, and copy of invoice. All products returned must be securely packed and delivered to Company in an undamaged condition. All shipping and handling charges are non-refundable. Company may refuse or reject returned merchandise for failure to follow the conditions set forth herein.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23139145
  
  I am rejecting this response because:
  

  Due to the circumstances of the return being that you gave me a faulty product and that I am not returning the product just because I do not want the product anymore, I strongly feel that I should not have to cover the cost of a extremely expensive product that was faulty due to company error. 

  The only way I will be satisfied is by getting my full refund shipping cost included due to the time lost having to go back and forth to try to get a repair that did not work and now being out a PC for over a month. 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/16/2025

  We completely understand your concerns and appreciate your feedback regarding return shipping costs.
  
  While we do empathize with your position, our return policy which was presented and agreed to at the time of purchase clearly states that customers are responsible for return shipping on refunded items, even in cases where an issue is reported. This policy is in place to ensure consistency and transparency for all of our customers.
  
  An RMA for a refund has already been issued, and a refund was already processed to you on 4/11/25. 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23139145
  
  I am rejecting this response because:

   

  As again stated previously this was not just a normal circumstance this was a special circumstance. 
  

  An exception should clearly be made.

   

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