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:04/15/2025

  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 placed an order with the business on January 30th 2025. (when initial order was placed delivery timing, per their website, was ***** days) - I followed up on February 10th to inquire about the timeline of my order. I was told at this time that delivery could take ***** days from order date. - On February 12th I received a notice about my order explaining that there were delays and that new shipping times are "3-4 weeks" presumably from the date of the email. - I followed up on March 18th. More than 4 weeks later to check on status. I was informed that orders would be filled in the next "week or two".- On March ******************************************************************* April. - On April 10th I reached out to inquire about status again and was informed that shipments of necessary components are further delayed and was told they would receive them 'mid to late April' likely pushing a shipment date well into May. So 72 days later, more than double the original expected shipment time I still have not received the product nor do I have any concrete sense of when the product will be delivered. The business's website still claims ***** day shipment times on a similar product as to what I ordered.

  Business Response

  Date: 04/15/2025

  This order has been cancelled and refunded in full.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23203445
  
  I am rejecting this response because: They actually did not supply a real response/answer they just cancelled my order which I did not want to happen. They provided no explanation, solution or information whatsoever.  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/17/2025

  The order was canceled due to the BBB complaint that was filed, which prompted us to issue a full refund. This action was taken because there was still an extended delay in fulfilling your order, primarily due to uncertainty surrounding the allocation of the *** 5090 graphics card. 
  
  The ongoing supply chain challenges, including manufacturing delays and high demand, have contributed to significant stock shortages and delays across the industry. We understand the frustration this situation may cause and appreciate your patience as we navigate these external factors impacting availability.
  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23203445
  
  I am rejecting this response because: I never requested to cancel the order. I don't see why it was done. I just wanted a better sense of timing other than "two weeks." I don't see how a business cannot have some way to determine when a product would be delivered. 

  The business wasted over 70 days of my time leading me on and had my money for that same amount of time. Now I lost my 'place' in line in terms of obtaining my specified PC. 

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

• Initial Complaint

  Date:03/04/2025

  Type:Delivery 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.

  Review of Build Redux I recently ordered a high-end PC from Build Redux $2,687.84, excited by their offerings and reputation. However, my experience has been quite disappointing. Initially, I was informed that my order would ship within ***** business days. After weeks of waiting, I was suddenly told of an industry-wide graphics card shortage, with options to downgrade or pay extra for an upgrade. To make matters worse, I learned that ****** stopped production of the *** 4000 series months before I placed my order, yet the website still advertised the *** 4080 Super as available. This lack of clarity and timely communication has seriously impacted my trust in their business practices. Its crucial for potential customers to know that the website may not reflect real-time inventory, leading to confusion and frustration.I hope Build Redux improves its communication and keeps its website updated for future customers. Until then, I would recommend looking elsewhere if you want a smoother purchasing experience.

  Business Response

  Date: 03/05/2025

  Dear Customer,

  We apologize for any inconvenience in this matter and appreciate your feedback. Thanks.

• Initial Complaint

  Date:01/09/2025

  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 a top of the line ** from this company. Lasted less than a year as far as they've told me the *** burnt out had it shipped in and repaired but I received it back with a damaged GPU.The GPU is an RTX 4090 24gb founders edition. Told them of my problem and they keep telling me they have none in stock and are offering me a credit towards the next release of graphics card RTX 5090 or a 4080 super. Their warranty guarantees 2 years of replacement parts. I had the ** less than a year and they are asking me to wait either months for the new release or a 30% downgrade in performance on my GPU which I refuse to take

  Business Response

  Date: 01/14/2025

  Due to global shortage of *** 4090 Redux management has provided customer 3 options:

  1. Send us the graphics card for testing, we will cover all shipping fees. We can then send back to ****** for replacement and/or credit. May get other brand refurbished *** 4090 back in next 30 days not certain.
  2. Switch to *** 4080 Super card and we will refund the price difference. 
  3. Wait for the *** ********************* stock (supply/date still unknown). This will be a free upgrade.
  
  In any of these situation it is best to immediately ship the original card back so it is in our testng and replacement que. Special packaging instructions will be provided when return label sent.

• Initial Complaint

  Date:10/15/2024

  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.

  Date of Transaction: March 14th, 2024 What the Business Committed to Provide: Build Redux agreed to provide a custom-built PC with a standard warranty covering manufacturing defects and faulty components.Nature of Dispute: Build Redux is not honoring their warranty obligations. After approximately five months, my PC began experiencing system crashes due to faulty CPU and motherboard components.I contacted Build Redux on October 1st, 2024, to initiate a warranty claim.I provided extensive documentation of the issues, including error messages and troubleshooting steps taken.Build Redux representatives gave me conflicting information, missed deadlines, and ultimately became unresponsive.Despite acknowledging the faulty components, Build Redux has not replaced or repaired them as required by their warranty.Attempts to Resolve: I have repeatedly contacted Build Redux via email and attempted to resolve this issue directly with their support team. Despite my efforts, they have failed to fulfill their warranty obligations and are no longer responding to my communication.Desired Resolution: I am seeking assistance from the Better Business Bureau to hold Build Redux accountable for their warranty obligations. I request that Build Redux provide either:Replacement of Faulty Components: A new CPU and motherboard to replace the faulty components.Full or Partial Refund: A full or partial refund for the cost of the *** as I have lost all confidence in Build Redux's products and service.

  Business Response

  Date: 10/16/2024

  We are holding to our original offer. We can swap the ***** *****K only via SWR process and will send a free shipping label. The motherboard is no longer covered due to the $50 refund.
  
  The other option is to ship the entire ** back to our facility in ********** for full diagnostics so we can determine for ourselves the total scope of the issues. Photo and packaging requirements must be followed and 1-way shipping fee paid. If we determine the motherboard is also defective at that time, you can purchase a new one at our wholesale cost.
  
  The 13th/14th generation issues were not present or known at the time the ** was built and do not affect all processors of this model type so our company. As you stated yourself, the problems didn't appear until 5 months later and our policy it that defective parts are to be replaced - not refunded - outside 30 days.
  
  Our support team and provided fair and timely responses to all your requests. As an organization it is not possible to immediately respond to everything as investigations must be done. We have been more than open and fair in this matter. Please contact me back via email. Thanks.

• Initial Complaint

  Date:09/09/2024

  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.

  Worst computer I've ever had the misfortune of owning. Worked fine for the first two months maybe then videos began to stutter, with a loud BRRRRRR noise and the *** eventually overheated and the ** would no longer display when rebooted.Two lights, one red under *** and one yellow under RAM displayed on the motherboard, eventually sent the ** back for repairs.Recieved ** back from the repair shop sometime last week and it ran fine for about... three or four days tops. Now it turns out that the Windows is corrupt. Get a blue screen with error code 0xc00000f.Tried to run UEFI and when attempting to select ANY option settings etc. It freezes and does nothing, while stuck in **** a yellow light comes on under the "boot" section on the motherboard.Trying to reboot the computer, the previous two lights which had previously gone away return and now the computer is again, essentially unusable.I had emailed the repair technician asking about any parts he may have replaced/repairs he may have done and it turns out that no parts have been replaced (several of which at this point I'm fairly certain are faulty themselves) but the *** had been "reseated" windows was reinstalled and the computer was supposedly in proper working order!I have sent yet ANOTHER series of emails to the various support emails addresses but at this point I'm about fed up and feel like I may as well bin the sucker.That's about $2,700 down the TOILET.Stay AWAY from Build Redux. They fill their computers with faulty parts and don't even bother replacing them when you send it off to be "repaired".Awful product, awful waste of time and money.Awful disappointment. I've had some crummy computers in my time, but this sucker takes the cake, hands down.

  Business Response

  Date: 09/10/2024

  Hi,
  
  Here are the notes from the repair technician indicating what was actually wrong and why there was no parts to be replaced.
  
  Customer Reported Problem: no display and DRAM and CPU
  
  Actual Problem:CPU needed to be reseated
  
  Solution:CPU needed to be reseated - and OSRI
  
  Outcome: System works just like new
  
  Next Steps:Updating notes, wiping down system, & moving to QA.
  
  Parts Replaced: None - all in working condition
  
  We did also see our techs are in the process of working with customer today 9/10 now to see why they are still having issues.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22257940
  
  I am rejecting this response because:
  
  The ** is clearly not in proper working order, the motherboard is faulty, the ****/**** system freezes on attempted use and when restarted, reverts to the error code 0xc00000f attached.
  
  There is NO way around this. No way to attempt a startup repair environment, the system just loops around between the blue screen error message, pressing the escape button to enter the ***** attempting to enter any of the options in the **** freezes the system which prompts a restart which starts the cycle all over again.
  
  I have attempted a **** jumper reset, I have attempted to reinsert the **** battery as suggested by the support team and the computer is still completely UNUSABLE.
  
  The ** no longer displays when turned on, making any troubleshooting impossible. You can clearly see by the debug lights under the *** and DRAM sections on the motherboard indicating that either of those two components are not functioning properly, faulty or the motherboard itself is faulty.
  
  It was not repaired, most likely because they don't want to waste time, money or effort or replacing of the defective parts.
  
  They have been paid $2,561 for a working computer and it was returned to me in worse condition. The magnet that holds the glass panel shut no longer works, the motherboard is faulty, the *** and DRAM are FAULTY. The **** boot device is FAULTY.
  
  As of September 11th, 2024, the computer is completely unusable and essentially amounts to a large, shiny, neon LED paperweight.
  
  Look up the reviews on Trustpilot as well as on their own website as I should have initially done.
  
  They fill orders with defective parts, which I'm fairly certain is ILLEGAL.
  
  Not satisfied at all. I've performed the actions suggested by the support staff and shown that nothing has improved. I have not heard back since 1:55 PM yesterday.
  I apologize for the angry messaging but $2,651 is a substantial chunk of money for me and I've already sent the product in ONCE for supposed repair.
  
  Not to mention that the FEDEX/UPS people probably haven't handled it that gently in transit back and forth, so I'm sure it gets more bruised/damaged with each round of shipping, and if something is damaged in between here and the "repair shop" I'm liable for any damages.
  
  Not to mention that of the company ever DID bother to even replace the faulty parts (which they clearly didn't and won't) they would change me an ADDITIONAL FEE to "restock" said parts.
  
  Nothing has been resolved. Most likely never will be.
  
  I've never had this much trouble buying a computer.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/17/2024

  Customer has opened a RMA on 9/13 and we have provided a shipping label same day.

  Customer Answer

  Date: 09/24/2024

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

   

  Hopefully they will provide a better quality product that will function as advertised.
  

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

• Initial Complaint

  Date:09/04/2024

  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.

  Good afternoon business bureau,I hope you are well.For the past months since last year on Dec 15th. I have been doing business with Build Redux involving a purchase of my first gamer computer.I had bought this computer for streaming on twitch and needed a better Pc.So I contacted the people through phone and emails, sadly they took almost a week to answer.Even when answered their response was not very professional as explained in my email I had previously sent below.Hello Build redux I hope you are well,I have been emailing for the past months regarding my computer that had been crashing for the last 5 months. ******* from ************, Was able to take a look at my pc. He found that the *** was in the correct slot and that the drivers for the *** were not installed or installed incorrectly. He believed this was why I was not getting good performance and crashes. He said he can diagnose the pc for *****.He found 64 traces of malware. That he got removed for ***** along with the **** Antivirus to protect my system from future intrusions. It runs in the background and is a very low resource program.These problems should have never existed since my purchase on Dec 15th of last year.I still have a working 1 year warranty for parts and repairs since this was my first time buying from you.Plus your customer support service has shown to be very unprofessional and was slow in responding to inquiries.I shouldn't have gone through another business to get a product that you made just for repairs, plus waiting for help that shows slow effort to respond. Compared to Build redux, ************ did a far more professional job.As for the money spent on the repairs with another company that made the wait for help so much shorter and easier. I had to spend exactly ***** on drivers plus anti virus protection against the malware to install. ****** for the final repair work and diagnostics.

  Business Response

  Date: 09/05/2024

  This customer  was treated with utmost professional regard and in fact, barely contacted us across the time period they are claiming. The longest he waited for a reply was approximately 1 working day. There is also not a single phone call
  
  On January 8th he first reaches out about shipping time for his ** and is informed we are unfortunately backed up due to the holiday influx.
  
  Customer reaches out on April 12th about having GPU issues and ****** begins troubleshooting with the reseating guide and waits for a follow-up. Customer does not reach back after this until  June 19th.
  
  Between April and June he had taken the ** to micro center without following up with us at all.  The MC employee says his GPU drivers were not installed correctly, and that he has a significant amount of malware. Customer pays ************ over 100 dollars to remove 64 pieces of malware from windows and charges him also to re-install his drivers. This malware is likely the cause of his performance issues. This malware was a result of customer use of the **, not anything we had done.
  
  ******** says, "These problems should have been fixed ever since my purchase in Dec 15th of last year." ******, completely professionally informs customer that the Q+A photos in our system show that all drivers have are up-to-date, tested, and ready to go. Customer then requests the photos. ****** informs customer that these are unfortunately internal-only and not ours to share as CSR agents.
  
  The customer did not take advantage of the full scope of our support, did not place a single phone call to us - and with direct regard to their issue only sent one e-mail requesting assistance which he took a month to follow up with us. He has asked to be reimbursed for the help he got from ************ and ****** professionally informed him that we unfortunately do not reimburse customers for third-party support solutions.
  
  To summarize - this customer sent one e-mail about GPU issue, which was answered within a day, and then took the ** to ************ sometime afterward without replying back to us.

• Initial Complaint

  Date:07/22/2024

  Type:Sales and Advertising 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 NEW processor totaling $500 and they sent me a used processor loose in a bubble mailer. The processor was not secured in anyway and was shaking loose during shipping from ********** to ***********! I have sent countless emails to correct this problem and have had no response. This company is clearly a scamming company. After reading the rest of the terrible reviews and nightmare stories of dealing with this company I realize I should have NEVER bought from them. Thier reputation is horrendous and the fact they are still allowed to operate is beyond sickening!

  Business Response

  Date: 07/22/2024

  Hi,

  The CPU we went you was brand in in a TRAY part, this was not a BOX part. However, due to the misunderstanding, we offered to send you a label to send the part back and will issue a full refund once we receive it.

• Initial Complaint

  Date:04/30/2024

  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.

  $4000 **: I was shipped a ** 40 days later than told. When the ** arrived it would not turn on what so ever come to find out the *** was faulty. So I was told to ship it back which took 3 weeks. When it arrived I was able to get an image on the screen but the ** would get Blue Screens and constantly crash programs. I would get 1/4th the fps on games I should be getting even with all settings low. I then went back and forth on email trying to troubleshoot. Finally after not being able to get a fix I was charged $150 to ship the pc back saying it needed their special box and foam they would provide. Mind you this was after almost a year of trying to get it to work. When shipped the pc was having a hard time even booting to BIOS with BSOD's happening frequently. When Build Redux received the ** they told me I shipped the ** incorrectly in their Box and foam they had provided that I paid $150 dollars for. Now they want to charge me for a new *** and Motherboard costing $2400 when they failed to provide me with a working ** from the get go. All the issues they describe are issues I had with the ** upon receiving.

  Business Response

  Date: 05/06/2024

  Hi,

  The instructions we sent clearly shows installing the internal foam to protect the components which was not done: ***************************************************************************************************

  What we can do is offer a discount for the parts in order to move things forward:

  GeForce RTX 4090 $1700

  Asus Z690 series motherboard $190

  Total $1890 plus tax
  
  Anything outside of these two components that is defective will be covered free under warranty.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21643090
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  The person I worked with made it sound like I would be provided with internal foam and failed to elaborate when I purchased new foam plus box. I told him I didn't have any of the foam and he made it sound like it would not be a problem. I'm not sure how this can be my fault but they are painting it that way. You'd hope customer provided you with all the info and not misinformation with something so important. 

  Business Response

  Date: 05/21/2024

  Hi,
  
  While we are not able to search back the conversation you had with the phone tech, the link they provided clearly showed instructions on how to properly package the items for return to ensure there is no damage.
  
  If you did not have them necessary packing materials, they would have been provided to you and then the cost would either have been collected upfront, or deducted from any final refund.
  

• Initial Complaint

  Date:04/25/2024

  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 bought a top of the line machine from build redux toward the end of 2023. After owning the computer for about a month it began crashing constantly. I spent hours everyday for months trouble shooting and finally hired a professional to take a look at it. After he spent hours trying to find the problem on my machine he took the build apart and discovered that the *** cooler was not installed properly and that my *** had been running too hot. I was still under build redux's warranty but they made the process of sending my computer back to them as painful as possible, forced me to buy an additional computer box from them for over $150, forced me to remove my graphics card and send that seperately (another $70), and told me that I would be liable for any damages that occur when the machine is being sent back. After they had my computer for over a week they finally looked into it and to no one's surprise I had a faulty ***. I tried so hard to find someone with compassion at the company that could treat me like a valued customer but instead they treat me like I'm stupid and refer to robotic policies they have that relieve them of accountability even though there own support has confirmed that they sent me a faulty computer. These guys are some scammers and upon reading the rest of these reviews and interacting with their support it feels like this company sends out already confirmed faulty parts in an attempt to save money. It's extremely hard to articulate how much this has affected my productivity over the past months, not only is my computer an essential tool for my work, the process of trying to get this faulty machine working was beyond exhausting. Finally I reached their senior customer experience manager *********************. He claimed I had been sent a label to ***** my GPU ( I was not), offered me a $75 credit to build redux (this is unusable without spending significantly more money), and said I should have called their team instead of hiring a pro.

  Business Response

  Date: 05/07/2024

  Message from our support team.
  
  I spoke with this customer yesterday after reaching out again since he had not replied to previous attempts to contact them and after discussing the issue with the customer it appears the fans might not be running at optimal speed and the customer is going to locate his remote to change the fans to motherboard control. This is my belief as the customer reported that during normal use the computer runs fine and they have only had a overheat issue when playing a game.
  
  I have not heard back from the customer since yesterday and am looking out for any update on the heating issue.

• Initial Complaint

  Date:02/08/2024

  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 gaming ** and it has an issue with actually playing games on it. I have reached out to them with half cooked responses each time, I have had the ** for about 7 months and still no definitive resolution. All I really want is the ** fixed so I can use it the way its intended to be used,

  Business Response

  Date: 02/09/2024

  Hi,
  
  The customer was unresponsive to the majority of our tech's (*******************************) requests. We made multiple requests for RMA procedure to be followed and we were ignored. We ended up putting in a request for ************ just to try and move the process along, but it has yet to be completed.