Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/20/2023

  Type:Delivery 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.

  Ordered a computer from Build Redux on 01/06/23. My order confirmation stated this would ship within ***** business days. This week will be 30 business days since I placed this order and I still have no idea when my product will ship. Every week the customer support at ********************** tells me another timeframe to expect shipment (attached emails). Now they wont even respond to my weekly email verifying the shipment status. Tried calling the support line and they told me to call back later Then never picked up any of my calls or responded to my VM before they closed today.The only reason Im frustrated is because I just got back from overseas and my sons birthday is this week. I planned to surprise him with this new PC. Had I known they would be three weeks delayed in the ship date quoted & provided on my order confirmation I would have found another vendor to purchase this from. Even asked to cancel the order and they told me I couldnt cancel it until after my third delayed ship date (attached). Build Redux needs to list accurate ship dates on their website to prevent situations like this from occurring in the future.

• Initial Complaint

  Date:01/24/2023

  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.

  Myself and my son have been reaching out with Redux since Thursday January 19th, 2022 regarding a faulty issue with my sons computer. Out of no where it made popping sounds twice, and started smoking out of the back. Reached out to Redux to discuss the possibility of Warranty and what can be done. Given this computer was granted by Make A Wish for my sons chronic health issues. We have barely had this computer since May 6,2022. We were told they could help us, if we confirmed utilizing a paper clip test to confirm that it was the power supply, we did that. We even went a step further and had it tested by a computer technician that it was the power supply that went out. They told us they could get us out a new one, one or two ways. Pay upfront for a replacement with an email invoice, and once we received the new one send it back they would refund the ****** for the advancement. Or Ship back the old one and hopes they send us a new one under the warranty. I've talked to *****, ****** and **** over the phone and via email and we still have yet to have a resolution with getting the invoice emailed to pay for the replacement in advance. They tell us they sent the request waiting for management to send out the invoice. They've told us oh it should only take 24 hours to received, I've confirmed email address, name, order number, everything. Just want to get this resolved sooner then later. Stop getting the run around. Asked for a supervisor and **** tells me there is not one readily available, to just keep sending request and someone would ************ I'm afraid to pay for the advancement, if I'm having this much issue to get an invoice, if they will even follow through with the refund once we send back to broken one.

  Business Response

  Date: 01/31/2023

  Hi,
  
  The replacement power-supply was shipped on 1/27/2022
  
  Tracking # **** **** **** via FEDEX.
  
  

• Initial Complaint

  Date:12/22/2022

  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 having been having trouble with my graphics card for about two weeks now, display failures, graphical artifacts, severe frame rate drops, and other failed or corrupted outputs. I have been in contact with BR and rather than repair or replace my bad graphics card I am continually asked to perform different tests and troubleshooting. I am not an employee of this company, it is not my responsibility to perform failure analysis on faulty components.

  Business Response

  Date: 01/20/2023

  Hi,
  
  If you do not wish to perform test, you are welcome to send in the card for AWR or SWR per our warranty.
  
  We will replace it once either is filed.

• Initial Complaint

  Date:11/27/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 PC from Build Redux months ago and after waiting for several weeks the PC was delivered not operable. We have gone back and forth. They have the PC back and refuse to provide the refund the address that they have provided is incorrect and the correct address is **** ********* *** *** ***** ******* , ** XXXXX. I am wanting to obtain my refund and have them to be exposed fr fraud and not providing working computers

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/12/02) */ We are not refusing to refund the order but there was damage caused to the PC that ***** is investigating if it was there cause, or customer neglect. Until that investigation is concluded we cannot issue a full refund.

• Initial Complaint

  Date:11/21/2022

  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.

  The PC I purchased from Build Redux stopped working. In the attached email thread, I was told that I could request a refund. I was told that the refund policy requires a restocking fee if the issue cannot be replicated and asked if I'd like to proceed with the refund request. When I said yes, I was suddenly told that a refund wasn't possible because it had been more than 30 days. They should have told me that from the very beginning. Because the person I was corresponding with indicated twice that I could receive a refund, I went ahead and purchased another computer (obviously NOT from Build Redux). I really want them to pay for shipping that piece of junk back to them and refund my purchase price. If that can't happen, then at least other potential buyers should be warned of this company.

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/12/02) */ Hi, We only accept returns within the first 30 days with a restocking fee. Your order was delivered on September 9 making October 9 the last day to be valid for a refund option. After 30 days, we can only repair the PC and reship. Consumer Response /* (3000, 7, 2022/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Computer doesn't work, they won't refund my money, nor will they pay to ship it back to them for repairs. I can't afford the shipping (not to mention the cost to insure it for $1500) for a piece of equipment so heavy I need someone to help me lift it. If it's under warranty, Build Redux should pay the shipping! Business Response /* (4000, 9, 2022/12/07) */ Hi, If we receive the PC back and it is indeed faulty again, we will honor a full refund of the PC prince only. Customer is still responsible for the shipping back to us. Consumer Response /* (2000, 11, 2022/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I've shipped the faulty computer to the address given to me by Build Redux support. I will accept this complaint as resolved on the condition that you follow through with your word to refund the purchase price when you find the PC cannot boot. If I haven't received the refund within the next 30 days, I will have no choice but to reopen this complaint.

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Ive owned the pc since march of this year and ever since August it hasnt been working. They made me troubleshoot for 2 weeks with nothing working so i sent it in for them to look at it. They then sent it back still not working and damaged the cpu. After more troubleshooting, they want me to pay to send it back in again. I dont trust they will fix it this time either. I want a gurantee everything will be tested and proved to be tested and in working order. Why should i have to pay to ship it in a 2nd time if they didnt fix it the first time i sent it in?

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 5, 2022/11/17) */ Hi, This computer was repaired and reshipped on OCTOBER 17. Customer then contacted us saying that the moved and address needed to fixed AFTER we shipped the PC. Computer was returned to us from ***** and we reshipped it to the customer on OCTOBER 25 and it was delivered on OCTOBER 27. There are no issues with the PC. Consumer Response /* (3000, 7, 2022/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have the pc sitting here dead with the same issue as before i sent it in.

• Initial Complaint

  Date:11/01/2022

  Type:Product 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.

  This is in regards to order********. I ordered this computer on February 10th 2022. I received it and shortly after it was experiencing crashes and hard freezing. After multiple months of troubleshooting I had no option but to send the computer back for repairs. I sent it out, and four weeks later it came back with a new graphics card and, much to my dismay, had the same exact issues I was experiencing previously. This brings me to now. I had sent the computer out again for repairs after another round of troubleshooting. It arrived at the Redux facility on November 17th (via FedEx). Since then, after 3 separate attempts to contact the company, I have gotten radio silence from every ticket I had submitted. Two of the three tickets were even closed without any aknowledgement or input from support staff. Attached image with redacted name as an example. I know this might take a while to fix but any indication that it's being worked on or some kind of acknowledgement of my concerns is base line customer service. At this point it's been 8 months that I've been dealing with a faulty computer and 2 of those months it has been in the possession of Redux. I am requesting the expedition of the repair, as this is the second go-around. If it cannot be repaired I am requesting a full refund of the system.

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  We bought a computer for our son for his graduation on July 30th, 2022 under order number XXXXX from Build Redux for $2089.95. The computer worked well for about two weeks after we received it, then the video inexplicably stopped working. We tried connecting it to a different monitor and used different cables to troubleshoot it, but no video would display. A ticket was put in on the Build Redux website, but we did not receive a response until several days later, with only a word or two in response. After many weeks and multiple attempts, we were able to work with a technician who suggested sending a replacement video card that we could install, and the nonfunctioning card could be returned. This took several weeks of waiting for the new card to be sent out, and we were charged $665.93 (Invoice ****** to our credit card until they received the first card back. The new card did not fix the problem. We then requested a refund of both the original computer and the additional video card, and again after many days, we were given the shipping labels to return the video card and the computer. We sent the items back, and it took a week to get to them. Then we were told it would be "looked into" in one to two weeks. We have patiently waited two weeks and Build Redux again has not responded to our email request for an update about our computer or refund. The tickets submitted to their website were XXXXX, XXXXX, XXXXX, XXXXX, XXXXX. Our money for the extra video card has not been returned, nor has the computer been refunded. We are extremely disappointed the lack of communication and the glacially slow responses from their customer service department. At this point, we have spent 3 months and several thousand dollars with nothing to show for it. We would be grateful for any assistance you may be able to provide to us to resolve this manner as quickly as possible, as we feel enough time has already been wasted begging for the customer service we believe we deserve.

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/11/02) */ We have noticed that there is physical damage to the graphics card in the computer where it looks like you may have tried to pry it out. Due to this and your refund request, we cannot approve the refund due to physical damage caused by the end-user. If you would still like a refund, it would be no refund on the GPU but 15% on all the other parts. Consumer Response /* (3000, 7, 2022/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is absolutely incorrect. If there is damage to the graphics card, it was there upon delivery to us. We followed the video instructions to change the graphics card from the link your company sent to us to the letter. We are well versed in computer repair and understand that great care must be taken when handling sensitive cards. Additionally, the graphics card that was shipped back to your company inside the computer was the SECOND graphics card. That graphics card was NEVER removed from the unit once installed, per the instructions of your employee, *************. There is no possible way for it to show signs of being "pried out" (your words) because it was NEVER REMOVED. AS we did not remove this card from anything other than the box your company shipped it in, any signs of damage either came from the manufacturer, your company, or during shipping. The box it was shipped in was padded, but it was not wrapped in any kind of protective packaging that would have prevented its opening prior to it being shipped to us. The box could have been easily opened by anyone who came into contact with it at any time before it reached us. The included file is a screenshot of the email conversation showing your employee instructing us to leave the new, second graphics card inside the computer for shipping.

• Initial Complaint

  Date:10/02/2022

  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.

  Order #: ******* I bought a computer from Build Redux on July 16th and received it on August 10th. I began experiencing errors within a few days and contacted Build Redux for support on August 12. I received instructions to troubleshoot the computer on August 15th, and it was determined my computer was shipped to me with a faulty CPU. I shipped the computer back, it was received by Build Redux on August 26th, and I was told the usual turnaround on a repair like this would be within 1-2 weeks. I checked in again three weeks later on September 15th and was told that my computer would be repaired the next day. After yet another week, on September 22nd, I ask again what is going on with my repair and did not receive an answer until I submitted yet another ticket on September 26th reiterating that I would like an update. I was then told that my computer is still being repaired, as the technician could not figure out my computer's problem. Today, it is October 2nd, and Build Redux has been in possession of my computer for 37 days. At this point, I believe it is very clear that the computer is either not even being worked on, or is obviously defective beyond repair. I am no longer interested in having the defective product that was sold to me repaired and would like to instead request an entirely new computer be sent to me consisting of all new parts. If this is not possible, I instead request a FULL refund of every dollar I spent on this purchase. I should not be held liable for any 'restocking fee' or shipping on such a faulty product.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/11) */ Order was repaired, reshipped and delivered. **************************************************************** Consumer Response /* (2000, 7, 2022/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The PC was shipped the day after I made the complaint. Still, it was an incredibly long wait, but I did receive my computer back in mostly working condition. Thanks.

• Initial Complaint

  Date:08/22/2022

  Type:Product 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.

  Purchased computer from Build Redux PC on 5/25/22 order #XXXXX. Email title states "Order RDXXXXX". Total was ******** which includes tax and shipping. The computer tower is what was paid for and expected from the business. The computer was delivered on 6/13/22. Upon receiving the item, I noticed the fan cooler attached to the Intel cpu was crooked by 1/4 inch. I contacted Redux support and was told this is fine. Ran software and bios which confirmed the cpu was running at high temperatures but was also told this is fine. Support suggested that temps were "ok" and that it wouldnt be a problem unless the temps got to between XX-XXX'C. I downloaded software from Intel to run while the computer was operating games called Overwatch and Starcraft 2. This software indicated that the cpu was thermal throttling (does this when there is risk of damage to the cpu) during the entirety of the game being run. It should not be thermal throttling when running 5+ year old games on medium settings. Contacted support again and had to show proof of this via another software program, which also showed thermal throttling. Was now told the cpu cooler may not be working right and was offered a new fan to be sent with thermal paste which I would have to switch out. I would not know how to properly do this. I asked for a return on 6/23/22. After contacting support a few more times they responded by sending a shipping label for the PC to be returned. Was told a refund would be issued with a %15 restocking fee. The Redux website states, "restocking fee may apply unless there is a hardware issue with the PC that Build Redux is able to replicate". The computer had an obvious hardware issue which I proved and still did not get all my money back. I have been professional and timely in my communications with Redux support and proved a hardware issue with the PC. Was open to exchange but after dealing with support decided on refund. Redux never indicated they checked the PC to replicate the issue.