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Business Profile

Computers Hardware, Software & Services

Polycade Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computers Hardware, Software & Services.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/06/2025

    Type:Product Issues
    Status:
    Resolved
    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 agree on a refund. I havent received my merchandise and he still has my money.

    Business Response

    Date: 01/14/2025

    We issued the agreed upon refunds. It took some time because the payment was made from a Trust, which prevented us from refunding via payment method. Instead, we had to issue a bank transfer to customer's account via a payment service (zelle) not supported by our primary bank, which required us to make transfers.

  • Initial Complaint

    Date:01/06/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 backed the Polycade Sente on *********** on November 7, 2023. The product was supposed to ship in March 2024. Polycade was 7 months late in delivering the product. Delays happen. However, my black Sente with No PC (wanted to install a more powerful custom-built PC using the included chassis) was one of the last to ship for the ** backers. Despite being backer 391, we were told some of the black no-PC units were hiding behind some other units in the warehouse. ******* shipment finally arrives and I find that the side of the Sente has two small dents. That's really unacceptable considering the main value proposition is the visually appealing and durable metal unibody. On top of that, the stand won't properly s**** into the weighted base due to a hole misalignment. This should have failed QC at the factory. No PC chassis (airframe) was in the box. Found out in the Discord that the factory forgot to include the chassis.Reached out to support. I'm told that the only way to receive a non-dented unit is to ship the Sente back to them and wait until it is received and cleared in the warehouse before they ship a replacement. I'm guessing it could be months before I would receive a replacement if not longer. For the stand, their support makes it clear it would be a while before I would receive replacement parts so I'm encouraged to try to make it work. I'm offered other options to compensate for the damage. They also tell me the chassis will ship out first thing the coming week.Two weeks later the chassis still hasn't shipped. I cannot use the Sente without it as I have nothing to mount my mobo to. I decided to purchase a mini-PC to get things moving, and I drilled into the metal base in attempt to secure the stand which resulted in me stripping the soft s**** head. Now the base cannot be removed from the stand.I reached back out to support to follow through with their offers. No response. I've sent three different emails over the last week.

    Business Response

    Date: 01/14/2025

    We believe we have resolved the customer's primary complaint, which was non-responsive communication.

Polycade Inc. is NOT a BBB Accredited Business.

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