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:11/02/2023

  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 paid for the ultimate build and it was trash. So many things failed and according to build redux it was my fault for not using the fan remote. That caused the psu to fail cause the lower frontal fan to fail and start making grinding sounds, it caused the cpu to run at 100c when using a web browser and closing anything to desktop, caused the ram to over heat and made the m.2 start to fail. It also made the *** port lose power causing my connected devices to well not work having to unplug and replug them. It caused the windows 11 to be installed with a corrupt install. And more issues. Then I was told I would pay for shipment for all their failed parts and had to have everything in prestine condition or they would reject fixing it. It is at their discretion to refuse servicing your pc for anything they deem is your fault. So pay to ship for them to say nah it was you when they are already saying it's your fault. I have accepted total loss on this purchase. They should be ashamed for what they sent me on such an expensive purchase. But hey their terms and conditions are listed so it's the consumers fault 100% they advise as no corners cut and having the best build high quality and what not and their advertising makes you feel like you will be covered and they are there for you when this is not the truth.

  Business Response

  Date: 11/13/2023

  Hi,
  
  The PC will overheat if the fans are intentionally set to a lower fan speed. That is why we informed the customer to use the included controller to adjust fan speeds as needed when doing high-performance tasks such as gaming / rendering / etc.
  
  The fan speeds running lower are not a direct cause of any other part failing. If any part did fail, customer would be under warranty for replacements. If the customer did have issues within the first 30 days of receiving the *** it would be eligible for a refund / return. However, after the 30 days have passed we only allow repairs.

• Initial Complaint

  Date:10/09/2023

  Type:Product 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.

  I bought a PC from Build Redux in October 2022, by September 2023 the graphics card, RTX ****, was defective. Build Redux has a 2 year warranty on parts, which makes sense because the manufacturer gives a 2 year warranty usually as well. I contact them for a replacement and they had me pay $35 for shipping and send in the defective part, then they sent back a opened RTX **** box that had a RTX ********************* it. This is a massive downgrade from the *** I purchased that they are able to get replaced under warranty from the manufacturer. Under the most generous assumptions, it appears as though they they grabbed a box from the returns department and without even looking inside sent it out. Even worse is the possibility that they intentionally sent such a poor replacement. I have contacted Build Redux through email and will be following up over the phone during business hours.

  Business Response

  Date: 10/09/2023

  Customer originally purchased a 3070.  Their SWR photos show 3070.  We explained that we simply reused a **** box for their video card.  Its because they received a **** box they they think they had a **** originally, that is not the case.

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 computer on June 6th of 2023 it is now the 27th of June build redux site says that my order is unfulfilled I have made several support tickets and with every response I get told my computer is scheduled to ship out next week redux constantly does not answer there support phone number I got a response from phone call once and again she says that pc is on a test bench and will be shipped the following week have been able to contact them since

• Initial Complaint

  Date:06/02/2023

  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.

  In July of 2022 I purchased a gaming rig from Redux. When I recieved the computer the Back-up Windows 11 install disc was missing. Within an hour of firing it up and playing a game, tthe computer fans (all of them - case, GPU, CPU were "screaming and it was so loud I just shut it down. I immediately filed a complaint and after a week their response was sorry about the missing backup, but they couldn't find it. On the overheating, they said it would be fine. Rather than overreact, I patiently continued to do my thing trying to deal with the absurdly loud noise the fans were making. Finally I contacted them again (through email as there is no ****************** phone number you can call for assistance. After arguing about it they told me to go into the bios and change the low on the Fan profile. The fans did stop screaming, but it didn't alleviate the overheating that was occurring. Finally, I just removed the side of the case (made from glass, and the comp stopped overheating. That is a design flaw period. So I'm pretty much stuck with a computer that's now exposed to all kinds of possible mishaps. I did finally receive another reply to the many complaints I've made, and low and behold, it's like starting over again with someone new who asked me if I check to see if all the fans were working. Just bad stuff all the way around. I paid 3k and change for this PC, you'd think I have a little better communication coming from them like an actual person to talk with.

  Business Response

  Date: 06/05/2023

  The customer can take the ** to any repair shop they like but we will cannot cover 3rd party expenses as we are not liable for any issues that the 3rd party repair shop may cause. That is why we recommend sending it back to us for a repair. Our current repair turnaround time is within 1-2 weeks.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20063508
  
  I am rejecting this response because:I have no way to mail it back (packing box) or an address to mail it to. They will not provide a phone number to a live person to talk with and will not respond to my multiple emails I've sent. All I ever get is automated responses. Their customer service is NON-EXISTENT 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/14/2023

  Hi,

  We clearly state on our packaging to not throw away ************* in case you need to reship the *** If you do not have these anymore, you are able to purchase a new set from us.
  
  We do not see any record of contact, and we do have a direct number.

  ********************************
  **************
  Mon-Fri 9 AM - 5 PM (PST)

  You can also submit a ticket at: **************************************************************

• Initial Complaint

  Date:06/02/2023

  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.

  On January 23, 2023 I purchased a "best" quality ** from BuildRedux for $2600 (Order Number RD29505) which was scheduled to be shipped within ***** business days of confirmation. I requested follow-up correspondence from BuildRedux on February 15 for an update. *****************, their representative, claimed the failure to ship was due to back orders from Cyber Monday and Black Friday, 2022. The ** was delivered on March 7, almost two months after the order was placed.The ** includes defective parts, one of which was not specifically outlined in the order. The email did not specify what ****** of ***** State Drive (***) or Hard Disk Drive (HDD) were being given. One of the *** sticks needed to be replaced (which I paid for out of pocket and installed, myself) and at the time of this complaint, their faulty *** has slowed my ** to a halt, jeopardizing my saved files including videos, pictures, and documents dating back to 2008. I am forced to purchase and install a new *** because BuildRedux does not offer manual labor after delivery. Further, their Advanced Warranty suggests they provide new parts for free, but curiously put a "hold" on the customer's credit card, suggesting they will charge the customer for new parts. Because it has been 30 days since, delivery, BuildRedux will not refund the ** even though it is rapidly becoming unusable, now struggling to power on, the *** running at the absolute limit, 100% capacity, for extended periods of time, in the absence of background processes or any activity, whatsoever.My work computer can handle more than this purportedly high-end ** and it has a fraction of the theoretical power, and it is undoubtedly because the parts included in the build simply do not work. Many customers have noted that BuildRedux is sending faulty parts, old parts, and this is no exception.I'd like a refund or a replacement device. I've already probably lost my files to the faulty *** and I have no idea how many other parts might be faulty.

  Business Response

  Date: 06/05/2023

  Hi,
  
  Per our policy we can replace the drive as long as it is in warranty. This order is still in warranty and the customer can choose a SWR replacement that does not require a hold on the credit card or a AWR which requires a hold due to sending out a replacement drive first before receiving the defective part back.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20062071
  
  I am rejecting this response because:

  Until the replacement SSD is provided to me, and is proven to work as intended, I cannot in good faith fully accept BuildRedux's response.

  I will accept a Standard Warranty Replacement as suggested by the company, and I will concede that if the replacement part works as intended, the company is acting to improve its standing, and will therefore revise my review.

  Business Response

  Date: 07/14/2023

  Hi,
  
  If you would like to proceed with the *** then please get back in contact with our support team so we can set it up.

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  In reference to complaint ID ********, the company has contacted me and requested that I return the defective part to their company to perform hardware diagnostics and ascertain the validity of my claim that it is, in fact, defective.
  
  Unfortunately I cannot be without my device for an extended period of time. My daily work requires the use of my ** and even though it stalls, stutters, and crashes, it still functions as a necessity for my life. I do not believe that the company will act in good faith, as I have previously replaced several of the ** components on my own dime. I believe they will claim the *** works as intended and send it back, effectively wasting my time and money. Seeing as I am not the only one with this complaint about BuildRedux, I am confident this company will continue to provide used parts in their kits, and I think that's a shame. I have already purchased a new *** to replace in my own device, because fixing it myself is faster, and probably more cost efficient, than continuing this claim.
  
  However, because the agreement for standard replacement requires me to send back the part, and that isn't possible, this is where this claim is necessarily satisfied. In my estimation, this matter is resolved, but my complaint with the BBB will otherwise stand. No further action is necessary.
  

• Initial Complaint

  Date:05/25/2023

  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.

  In 2021, I ordered a gaming ** from Build Redux. The ** itself was fine, but I am a bit frustrated with the choice of parts and the missing USB recovery stick. Other people say they also had that problem. (Please note that this is not the problem; I am not seeking a resolution on this.) The shipping time itself was also a bit long, but I have no other complaints and am satisfied. However, the real problems came a year later, when the hard drive failed. After contacting their support, the **** ******************************* (in request ids ***** and *****), said that yes, it can be replaced by a SWR (standard warranty replacement), where the customer pays both ways for shipping. However, after a few days, the bill for shipping came back at $70. This is to ship a 10-ounce hard drive (a Seagate Barracuda Compute) that retails for around $50. Given that this company is in **********, the shipping is domestic and should only cost around $20. With this shipping price, it is not only enough to ship both ways; it is also enough to buy a completely new hard drive and make a profit too. The fact that they are likely profiting off of these warranty requests and that they aren't even replacing the hard drive for free is just scammy.

  Business Response

  Date: 05/25/2023

  Hi,

  
  That is the standard fee that we have for replacement shipping. If you would like to purchase a drive on your own as it may be cheaper, that is an option you may choose as well. However, that drive will not be warrantied by us.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20023938
  
  I am rejecting this response because: This still doesn't make the standard fee good. Not to mention the fact that this shouldn't be called a "standard warranty" if the hard drive is being replaced at the customer's expense.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/23/2023

  Hi,
  
  Customer may reject our stance, but our warranty is as stated in terms and conditions when making a purchase.

• Initial Complaint

  Date:04/17/2023

  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.

  Sent my pc in for repairs after owning it for a year. One of my primary complaints was that the display ports were not working properly. I received my PC back on 4/4/23, after around a month of it being gone, and two months after it stopped working properly. The display ports still do not work and Im questioning if they did any work on it whatsoever.

  Business Response

  Date: 04/24/2023

  Hi,
  
  Per our RMA TEAM:
  
  Repair Report:

  items replaced: None

  Customer has taken the system to a local repair shop and been told the processor, motherboard and cooling system are bad. PC gave display when *** was reseated. I ran diagnostics, 3Dmark, and played The Outer Worlds for an hour to make sure stability and performance were not an issue. PC passed with a temperature of 80c.
  

  Ran: - Furmark - Karhu - HDTune - Realbench - Cinebench - Octane And played an hour of The Outer Worlds. No performance loss and PC has display.
  

• Initial Complaint

  Date:04/13/2023

  Type:Product 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.

  I purchase a PC from this company. Upon arriving the cooling system was making a loud noise. I reached out for assistance in fixing this and after multiple attempts to reach out was finally given an answer. Their solution did not fix the problem. I requested a refund and sent it back. Now they are arguing they cannot find any issues. I have video of said issue. Rather than argue I agreed to take a refund with the restocking fee. Now they aren't responding at all. Emailed, called with no response. I cannot help but feel they are trying to wait out the return window and then refuse a refund all together. Every step of this process I have had to reach out to get any kind of answer or update. I just want my refund for this faulty machine. Please

  Business Response

  Date: 04/24/2023

  Hi,
  
  The order was refunded in the amount of $1,938.79 USD  on April 4.
  
  Per our team's internal RMA notes:
  Customer reported Issue Loud AIO Pump Reason Unable to Duplicate.

  Stress tested PC for 3 hours and AIO Never got loud and kept CPU cool under all conditions.

  All components are working as expected.

  On March 30, the customer acknowledged the 15% restock with our Agent ******

  Customer Answer

  Date: 05/23/2023

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

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 received the computer from Redux on January 29th, middle of the day from ***** at 2:56 pm which my son's signature was on the documentation in the ***** pdf linked. From then around 50 minutes later I emailed Redux, showcased in evidence 1 that the ** was not working which as promised on their site it would work and pre-tested before shipping showcasing that the system should be ready to go out of the box. Based on this circumstance my son then took it into his own hands to seek out Build Redux's own troubleshoot guides in which he just unplugged the power cable from the computer (external). Nothing internal was touched, and nothing worked for hours and hours. After a couple of hours of testing with only the LED lights on my son took a video around at 2:00 am EST time in which it was showcased, the system was not posting nor was the *** LEDs turning on hinting at a possible graphical issue. January 30th, *************************** responded to my many tickets posted about the issue the following day in which he stated to unslot the *** to test if the graphics card was the problem which my son also thought was suspicious. After that had been done and followed by the instructions given, the system turned on and was working perfectly fine. He then requested 6 images of the computer to showcase that it is intact, which was sent and a return label was given, in which the ************************* informed my son to package only the *** which was presumed to be defective by his own words and to be sent back to the REDUX facility in ********** for testing and if based on their warranty, it fell under the coding that a replacement would be sent out. So the computer was packaged and sent it took a week for the *** to arrive, and Redux took around another week to finally review and inspect the *** for any defects, with their final verdict stating that the packaging was not secure enough and shipping damaged the *** leaving the warranty voided. They have not sent me the gpu back or responded in weeks.

• Initial Complaint

  Date:02/24/2023

  Type:Product 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.

  I received my ** on 2/18/22 (order: *****) and was continuously getting crashes on most games. After trying different game and ** setting tweaks on my own without a resolution I opened up a ticket on 7/29/22. Since then I have sent the ** in for RMA twice and have been asked to try multiple troubleshooting steps without resolution. The company agreed to replace my GPU, but I had to send it in first and it would be sent out no later than a week. They received it on 2/2/23 (or earlier) and as of today (2/24/23) I have not received it. After writing back in about the delay, I was told it was guaranteed it would be sent out the week of 2/19 but it still has not been shipped out and I am stuck here without a resolution. I was told this will be resolved next Monday but have no trust due to multiple promises that this would be resolved in a timely manner.

  Business Response

  Date: 03/13/2023

  Hi,
  
  We are truly sorry about the long time on this. We have been stuck on a loop with ***** since they lost the part in transit. 
  
  However, since we do not want to keep you waiting longer, we will mail you out a new GPU.
  

  Customer Answer

  Date: 03/22/2023

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