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:03/24/2025

  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 purchased a "renewed" macbook air from MOAT on February 24th. I received a tracking number the next day. I received the mac on February 28th and found out that the power cord wasn't working. I confirmed this with both a voltmeter as well as borrowing a friend's cord. MOAT requires a form to be filled out. No way to talk with a person. I filled out the form and it took 3 days to get a response. Fine, business hours and all. They asked for the same tests that I ran after I sent the initial message and I told them the results. I sent a picture of the part that wasn't working. They said they would send a replacement part but never sent a tracking number. It was over a week later I asked for an update and they finally gave me a tracking number. The part arrive a day or two later. ONLY, it was the wrong part. I contacted them again. I took a picture of the original delivery, the replacement part, and outlined what part wasn't working. Their response on March 13th: "Were so sorry for the trouble! We appreciate your patience, and well get this resolved for you as quickly as possible. A replacement MagSafe 2 power adapter will be shipped out within one business day." It is March 21st. I don't have a tracking number. I don't have a part. And they are closed on the weekend. By Monday, I will have had a non-working computer for nearly a month. Based on the first set of deliveries, I am wondering if they have actually sent a part.

  

  Business Response

  Date: 03/28/2025

  Hello, 

  Mac of All Trades apologizes for the series of issues the customer has experienced with this order.

  We can confirm that the charger was tested and verified to be fully functional before shipping. However, in our experience, there are rare instances where a part that passes all quality checks may fail by the time it reaches the customer for unknown reasons. In these uncommon cases, we act quickly to ensure that a replacement is promptly sent out.
  
  We take full responsibility for the incorrect part that was sent as a replacement. Upon internal review, it was determined that this error was caused by a new employee in our inventory department who incorrectly assessed and shipped the wrong part. This error was an unfortunate incident, and it does not reflect the standard of quality and accuracy that we hold ourselves to. We have already taken immediate corrective measures to prevent this type of mix-up from occurring in the future.

  We understand the frustration caused by the extended delay in resolving this issue, particularly as the customer has been unable to use the device. This is not the experience we strive to provide, and we deeply apologize for the inconvenience.

  To clarify the current status, the correct replacement charger was shipped and delivered. Our records indicate that the package was delivered to the provided address on March 22, 2025, at 4:00 PM. Based on the timeline of the initial complaint and the follow-up correspondence, it is likely that this message was written before the replacement charger arrived. Since that time, we have not received any further communication from the customer indicating that the replacement charger was not received or that the issue remains unresolved.

  If, for any reason, the correct part has not been received or if there are still outstanding issues, we encourage the customer to contact our customer service department so that we can address the situation promptly. Our goal is always to ensure that every customer receives the correct and fully functional product that was ordered, and we are fully committed to resolving any lingering concerns.

  We once again apologize for the multiple errors that occurred in this process. This situation does not reflect our usual standards, and we appreciate the customers patience and persistence while we worked to correct these mistakes.

  Customer Answer

  Date: 03/28/2025

   
  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:03/13/2025

  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 ordered a Macbook Pro for my son for Christmas in December. When my son first began writing an English essay in early January, it was discovered that multiple keys did not function properly. We initiated the warranty replacement in early January which was not an easy process. After multiple steps to troubleshoot, we were finally told we could send it back. After receiving the second Macbook Pro in early February, we noticed it was all scratched and scuffed. We let this slide considering "good condition" could potentially handle scuffs and scratches. As my son has further used the device, the battery life is terrible. It will be fully charged then goes quickly from full to 84% then to 10% after approximately 10 minutes of use. Further, it runs extremely slow and freezes up. This was the replacement sent from the initial purchase on December 11th. These items are clearly not "Tested & Refurbished by Certified Technicians" as your policy reads. I feel we have been grossly cheated out of hundreds of dollars.Your main web page states "Hassle-Free Return Policy" & "90 warranty."I need something done to rectify this situation immediately. We are 82 days from the initial delivery date and we still do not have a properly working device. I either need a true working Macbook Pro in "good condition" or a refund from my original purchase price.

  

  Business Response

  Date: 03/13/2025

  We understand the frustration the customer is experiencing and regret that there have been two issues with the devices received. ******************** holds itself to a high standard of refurbishment, and our position is absolutely that we are here to help. The customer is fully covered under our warranty policy, and we are more than willing to ensure that the situation is resolved properly. Given that this is the second issue within the warranty period, we are also happy to cover the shipping costs for this return, ensuring that the customer is not out any money during this warranty process.

  The customer has stated that they are experiencing battery issues. As with all warranty claims, the first step is to confirm the reported issue. Our customer service representatives are trained to gather necessary details before any troubleshooting or warranty service is authorized. Our technicians are highly trained in troubleshooting these matters and, in most cases, can provide solutions that prevent the inconvenience of shipping the unit back and waiting for service. This process benefits the customer by avoiding unnecessary downtime and ensures that we are addressing the root of the issue. 

  Providing clear details and confirmation for the issue allows us to proceed with repairs or replacements without unnecessary delays. This not only streamlines the repair process but also ensures that we can deliver the most effective solution as quickly as possible. By following these steps, we can maintain the standards of service that have defined our business for over 30 years.

  To be clear, we have in no way declined service to the customer. Our customer service team has already reached out to the customer requesting additional details regarding the details of the battery issue they have described, and we are still in active communication. At the time of this complaint, our team has already sent a follow-up email outlining exactly what information is needed for our technicians to confirm and address the issue. The instructions provided are clear and concise, ensuring that the customer understands what steps need to be taken for a smooth resolution. Once this information is received and reviewed, service will be provided to the customer with no delay. 

  Regarding the previous warranty claim, we acknowledge and regret that the customer had to go through a replacement process once before. However, it is important to note that the initial issue with the keyboard was addressed efficiently. The customer first reached out about the issue on January 28th, and we responded within minutes of the *** request submission. Within one email interaction, the customer has provided a video that clearly demonstrated the keyboard malfunction, and we issued return instructions within one business day. Once the device was received, our team completed the service within one business day of check-in, ensuring an efficient resolution.

  Mac of All Trades acknowledges the customers concerns and remains committed to providing the necessary support in accordance with our warranty policy. While issues of this nature are rare, we take them seriously and are fully prepared to assist the customer with troubleshooting, followed by a full repair or replacement once the issue is confirmed.

  We have acted strictly within the terms of our warranty and in alignment with both industry standards and our clearly stated policies. Our warranty process is designed to be as efficient as possible, and the customer has already experienced the fast turnaround times that many others have benefited from during our 30 years in business. 

  Our commitment remains the same: to provide prompt and effective resolutions in accordance with our policies. The customer has been offered all available options to resolve this matter, and we stand ready to fulfill our obligations within the established warranty framework. We encourage the customer to respond to our customer service team with the requested information regarding the battery health so we can move forward with the necessary service. We are fully prepared to repair or replace the unit once we have confirmed the issue at hand. We look forward to assisting the customer with this matter. 
  
  
  
  

  
  

• Initial Complaint

  Date:03/03/2025

  Type:Sales and Advertising 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 created a selling my device quote online in Feb and sent out the device within a week. The item was delivered to MacOfAllTrade on Feb10. The merchant deliberately lowered the offer by extremely minor and unacceptable reasons that they claim there is use **** from the keyboard. I took packaging videos and clearly know the condition of laptop to be excellent. Even after lowering the offer and agree to a final offer $738.29, lowered from the quote of $808. I decided to proceed and confirmed with the new price within a day of email Feb 24th. Till this day; there is no update, no contact, no reply, no returned product. This is an extremely frustrating experience from the unprofessional business behavior.

  

  Business Response

  Date: 03/03/2025

  We sincerely apologize for the inconvenience and frustration this situation has caused, and we appreciate the opportunity to make things right for the seller.

  
  The seller initially submitted the device as flawless per our condition scale; however, upon inspection, it was graded as light use due to visible wear on the display from keyboard contact and moderate scratching. As a result, the offer was adjusted to reflect the condition upon arrivalthis is a standard part of our process to ensure accurate pricing. The customer accepted the revised offer of $738.29 on February 24th.

  
  We take full responsibility for what happened next and have already taken immediate action. Due to a processing error on our end, the transaction was mistakenly recorded as paid when, in fact, it had not been issued. Due to this error, we have now processed the payment with an updated amount of $775.00 as a goodwill gesture for the delay. The payment should be received within the next two business days, and the seller has already received a confirmation email for this payment. 

  
  We regret the error and sincerely appreciate the sellers patience and diligence in holding us accountable. Ensuring a smooth and transparent transaction process is our priority, and we acknowledge that, in this case, we fell short. We have taken action to prevent similar issues in the future and appreciate the opportunity to make this right. With the full payment now issued, ****** an Offer now considers this matter closed.

  Customer Answer

  Date: 03/04/2025

   
  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.
  

  Thank you for taking the time in reviewing this quote and process the payment. 

  Best,
  
  Muqing Li

• Initial Complaint

  Date:02/27/2025

  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 received a quote from ****** An Offer on 2/11/25 to purchase my iPad Air 3 for $114.00. The device is in excellent condition without any scratches on the display, bright or dark spots on the display, absolutely no dents of any kind on the entire device, and only one very minor scratch on the ***** logo on the back of the device that is only visible in specific lighting conditions. The condition of the iPad looked new and contained all of the original accessories including the original box. The device has always been in a case and has received great care while I owned it since new. The condition matched in every way and without any question the guidelines for Flawless that are documented by Mac Me An Offer.The iPad was shipped and received by Mac Me An Offer in the same condition described above.An email was sent to me on 2/18/25 listing the following issues:Major BrightDark Spots in LCD Moderate scratching on the display Moderate Dents (Back)Moderate Scratches (Back)The condition was being downgraded two grade levels to Normal Use with an adjusted offer of $79.80. I immediately sent the two pictures attached to this complaint which clearly show none of these issues exist with the device. I also requested pictures of the device showing ALL four of the issues above. ****** An Offer then increased their offer to $83.79 but didn't send pictures of the four issues as requested. I only received one picture back with a highlight of a light reflection on the display but no scratches or dents as described. I sent emails on three different dates requesting pictures of the four issues and only received one response that the light reflection was enough to downgrade the condition two full grades.Their final response was for me to pay for shipping to have the device returned to me. Based on other BBB complaints, this company clearly misrepresents the condition of devices sent to them to minimize the prices paid while providing no documentation.

  

  Business Response

  Date: 03/03/2025

  Hello,

  We appreciate the opportunity to address the concerns regarding the iPad Air 3 trade-in. Mac Me an Offer, prioritizes transparency and fairness in our evaluation process, and we want to clarify the details of this transaction.

  While we understand that the seller disagrees with our assessment, it is important to note that our condition standards are clearly outlined prior to sale, and the photos provided by the seller did not accurately represent the screens condition, as they were taken with the display turned off. The clear screen defects present are only visible when the device is powered on, and we provided an image documenting this issue.

  Screen defects are the most heavily weighted factor in our grading process because they most directly impact usability and resale value. To maintain efficiency and consistency, we only provide photos of the most significant defects that determine the final condition grade. This is to say that, even if no other issues had been listed, the screen problems alone would have placed the device in the Normal Use category. While we noted all discovered issues in our email, the grading decision was based primarily on the screen condition.
  
  The seller categorized this item as Flawless. It is important to note that only an extremely small percentage of devices qualify for this grade, and pricing for Flawless-condition items reflects this rarity. The iPad in question is not in poor shape; it simply has the typical wear and tear of a device that has been used over time.

  Despite this, we extended a courtesy increase to $83.79 as a goodwill gesture. The seller then requested an additional increase, which we declined due to the documented condition of the device. At that point, the seller stated that we could either pay them at the offered price or provide the larger bump they requested. Since we had already increased the offer as much as possible, we processed payment for the adjusted amount of $83.79.

  As the seller has accepted the offer, there is no further action to take. Mac Me an Offer considers this matter closed.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22997886
  
  I am rejecting this response because:

  Mac of All Trades only responded to one of the four conditions impacting the amount of the trade in. The other three conditions were absolutely without question, misrepresented by this business in a deliberate attempt to downgrade the device by two full grades. They disregarded multiple requests to provide pictures of the other three conditions so both parties would be in agreement. Not only is this poor customer service on their part, but also shows their blatant and intentional misrepresentations of the condition of the device in an attempt to make more money than they are entitled. Their decision to not send the requested pictures of the dents and scratches is for the simple reason that they don't exist. This is  fraud on the part of this business. 

  After researching Mac of All Trades after this transaction on prior BBB complaints, social media, Apple online forums, and Reddit, this company has a long history of deceiving customers on the condition of trade-in devices. While unfortunate, at least the BBB provides the opportunity to provide transparency to the intentional, fraudulent business practices of this company. May the buyer, or in this case, the seller BEWARE of Mac of All Trades business practices.

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

  

  Business Response

  Date: 03/04/2025

  Hello,
  
  We are responding to reiterate that our initial correspondence fully addressed the details of this trade-in evaluation. For clarity, we will provide this information again from our earlier response:
  
  "Screen defects are the most heavily weighted factor in our grading process because they most directly impact usability and resale value. To maintain efficiency and consistency, we only provide photos of the most significant defects that determine the final condition grade. This is to say that, even if no other issues had been listed, the screen problems alone would have placed the device in the Normal Use category. While we noted all discovered issues in our email, the grading decision was based primarily on the screen condition."
  
  When we provide photos, they serve to document the key issue(s) that resulted in the downgrade. This means that if a single defect is severe enough to warrant a lower grade, other minor issuessuch as scratches or dentsare noted in our evaluation but are not photographed, as they have no impact on the final pricing determination.
  
  To be absolutely clear:
  
  - The screen blemish alone placed this device in the Normal Use category.
  - Even if the reported scratches and dents were not present, this device still would not have qualified for a higher grade due to the screen defect.
  - Photos were provided to substantiate the most significant issue, and this was included in the report submitted to the BBB for review.
  
  For reference, our Flawless and Light Use grading criteria, which were available to the seller prior to submission, are as follows:
  
  - Flawless Looks like new.
  - Light Use Some light scratches. No dents or display blemishes.
  
  We have included a photo showing where this information is available during the submission process, which has been shared with both the BBB and the seller.
  
  Because the screen defect prevented the device from qualifying for Light Use pricing, the presence (or absence) of minor dents was irrelevant to the final valuation. This is why they were not photographedthey had no impact on the offer price. This information was clearly communicated in our initial response, and any suggestion that we are concealing information is entirely false.

  We also want to address the sellers blatantly inaccurate claims regarding our business practices. ****** an Offer has operated with integrity and consistency for over 30 years. Our grading system is transparent, clearly documented, and applied uniformly to all trade-ins. While we understand the seller may disagree with our process, their assertion that we are engaging in fraud is completely baseless and defamatory.
  
  We encourage the seller to review our A+ rating with the BBB and the many positive reviews from sellers who have successfully completed transactions with us. As we have already provided all relevant details and addressed every concern, Mac of All Trades considers this matter to be closed.
  

  
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22997886
  
  I am rejecting this response because:

  There were four conditions provide to me from Mac Of All Trades, three of which were unequivocally false. These three items are moderate dents on the back, moderate scratches on the display, and moderate scratches on the back. Not a single one of these exist in any way imaginable and pictures were provided to Max ** All Trades to prove that fact without any question. They refused to provide pictures as requested many times showing a lack of integrity on their part, not to mention a minimum level of customer service that is expected of any reputable business.
  

  The fourth condition was a minor screen blemish which was never noticed by me for the entire time I owned the device since new and just so happens to be the only item I couldnt prove with pictures. Since the screen blemish was never noticeable over the entire time of ownership and the other three items werent present in the pictures I provided or on the device that was sent to them. Mac of All Trades loses all credibility for being able to rate the condition in an honest and trustworthy manner. To say that the screen blemish was enough to justify not providing any level of proof of the other three items falls short of good customer service on every level, not to mention showing any level of integrity that should be displayed by a company that buys electronic devices from individuals. The single item of the screen blemish should have been the ONLY item noted when downgrading the device two full grades. The other three items only brought into question the trustworthiness of the business practices of this company with this single transaction. However, it does resemble prior instances as found in several online Apple forums and discussions.
  

  In closing, the monetary value and difference in this transaction was very small. However, misleading customers without evidence is at the forefront of this complaint along with poor customer service displayed by ****************** at every opportunity.

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

• Initial Complaint

  Date:02/26/2025

  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.

  Mac of All Trades shipped an iPhone 16 purchased illegally. I got a confirmation email saying my order has shipped. I've attempted to contact the merchant several times. The contact form says they will get to you when it's your turn and their phone number directs you to their help page. I have tried to contact the account managers on ******** and got no response. I filed a fraud claim with ***.

  

  Business Response

  Date: 02/26/2025

  Hello,
  
  We understand how serious fraudulent activity is, and we regret that this situation has impacted the complainant. However, we would like to be very clear: Mac of All Trades did not initiate this purchase.

  A purchase was made using the complainants email, phone number, and credit card information. This information matched what was required for the transaction to be successfully processed by the complainants bank. At no point did we override or bypass any security measures. The complainants bank approved the purchase at checkout, meaning all entered details were valid according to the financial institutions verification process.

  The complainant first contacted us outside of our business hours on Feb 24th, at 6:50 PM EST. Our website clearly states that our customer service team operates until 5:00 PM EST. As per our service commitment, all inquiries receive a response within one business day. We followed through on that promise, responding within three hours of opening the next business day on Feb 25th, at 11:24 AM EST.
  

  In that response, we confirmed the following:

  - We had already taken action to stop the shipment by initiating a "return to sender."
  - The complainants bank had already retrieved the funds due to a dispute the complainant filed.
  - No further action was required on the complainants part.
  

  To be clear, we did not ship the product illegally or ignore any request. The order was placed through a legitimate checkout process, and once we were made aware of the issue, we acted immediately within our stated policies to stop the shipment and provide guidance on the next steps.
  We understand the frustration that comes with fraudulent transactions, and we strongly encourage the complainant to continue working directly with the bank to ensure a full resolution. However, Mac of All Trades has done everything within its control to address this matter promptly and appropriately.

  As we have already provided the complainant with all available information and taken every necessary action on our end, Mac of All Trades considers this matter closed.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22990407
  
  I am rejecting this response because: Mac of All Trades is reporting they responded to me. This is false. Please provide the proof you responded to me per the statement copied below. Mac of Trades didn't take action. I contacted *** myself and reported the fraud. Here is the case #C0290653878 that I initiated. I submitted multiple forms  to Mac of All Trades, via your contact form inside and outside out business hours, looked up the team on ********, sent messages, emailed the sales team, copied the gmail addresses I found publicly and got no acknowledgment from anyone. Clarify this please. 

  The complainant first contacted us outside of our business hours on Feb 24th, at 6:50 PM EST. Our website clearly states that our customer service team operates until 5:00 PM EST. As per our service commitment, all inquiries receive a response within one business day. We followed through on that promise, responding within three hours of opening the next business day on Feb 25th, at 11:24 AM EST.

  
  Sincerely,
  
  ****** Jo ***********

  

  Business Response

  Date: 03/05/2025

  Hello, 
  
  Mac of All Trades has submitted documentation to clarify the timeline and details of this case. The attached internal records from our communication system show the timestamps of the complainants initial messagesent after business hoursand our response the following morning, by which time action had already been taken regarding the package.

  We request that the BBB keep these images confidential. These images should only be made available to the complainant, the BBB, and Mac of All Trades due to the sensitive nature of the information contained within them, including employee names and the complainants email address.

  The records confirm that an outgoing message was sent within the conversation thread, meaning an email was generated and sent to the complainant. If the complainant did not receive this email, we recommend checking junk and spam folders, as it was sent to the same email address they used to contact us.

  To be entirely clear: Mac of All Trades no longer holds the complainants funds as the bank has retrieved them. The package was returned to the sender and has been restocked. There is no further action for us to take.

  Mac of All Trades considers this matter fully closed

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22990407
  
  I am rejecting this response because:

  I'd like to know what card was charged and used for this purchase or what banking information was used. My cards were canceled, but the phone still shipped. In response to the screenshot, where was this sent? Can you provide all the documentation showing that I did reach out multiple times? Where does this response that you provided go if you're not active on your website? Did you email me the response? If you aren't on your website anymore, do you just provide a response on the chatbot form? Meaning how would I be notified you responded?  How do you do follow up when someone reaches out to you about fraud activity? Also, please confirm that your phones do not allow any messages to be left  at this number and you're directed to the website.  Additional Phone Numbers Other Phone: **************. The question im asking is to get the full screenshot shared of the communication where you responded to me with my inquiry. Im happy to send screenshots of my communication to the sales team and the personal Gmail addresses where I tried to reach out. I got no acknowledgement. I asked for a phone  call  and never received how. 
  My concern is that my financial information still may be compromised. 

  
  Sincerely,
  
  ****** Jo ***********

• Initial Complaint

  Date:02/07/2025

  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.

  In February of 2024 I purchased a laptop from MacofAllTrades. The computer wouldn't charge, and got to the point where it wouldn't even turn on. It was starting to swell. I moved to a new home. So my address was different. I contacted the company and they had me send it in under warranty. I followed all instructions listed, and I even paid to purchase a shipping box and label. Which came to my new address.I sent in the *********** was received and repaired. Then, they shipped it to MY OLD ADDRESS. When I contacted them, they said "tough luck, not our fault" in so many words. They offered no apology and basically made it sound like it was my fault for not telling them that I had a new address - even though I provided the new address!

  

  Business Response

  Date: 02/10/2025

  We regret that this situation has occurred and understand the frustration it may have caused. However, Mac of All Trades has reviewed this case and stands by the handling of the warranty repair and return shipment. 

  
  The customers claim that an address update was made appears to be based on the purchase of a shipping box. However, this transaction was not only completed as a guest purchasefully detached from any account associated with this warranty claimbut also does not serve as a valid method of updating a shipping address. Even if the box purchase had been linked to the same account as the warranty claim, it still would not have updated the return shipping address for the repaired device. This process is entirely separate from our warranty system, and our customer service team has no visibility into such standalone transactions, which are processed as one of hundreds of daily orders on our site.

  
  Mac of All Trades has been in business for over 30 years, and while electronics can unfortunately fail unexpectedly, our warranty process is in place to ensure service when needed. Address updates for warranty returns are common and easily accommodated. However, address updates must be communicated to our team. A shipping box purchase does not constitute an address update.

  
  It is not uncommon for customers to purchase shipping boxes to be sent to one address while returning their devices from another. If our system automatically updated addresses based on box purchases, it would introduce significant logistical errors, creating widespread issues in warranty service cases. Our policy is structured specifically to ensure accuracy and prevent such mistakes, which is why customers must notify us directly of any address changes.

  
  In this case, the repaired device was delivered to the address on file for the warranty claim. As a result, Mac of All Trades has fulfilled its warranty and shipping obligations. If there is an issue with the delivery itself, we recommend the customer contact *** directly for further resolution. Since we have provided all available information and options regarding this matter, Mac of All Trades considers this case to be closed.
  

  
  

• Initial Complaint

  Date:12/02/2024

  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 am extremely disappointed with the handling of my transaction by this company. After sending in my device based on the offer advertised on their website, I was presented with a significantly lower offer. I traded in 2 MacBook Air M1 model in great conditions. The company promised to pay out 800 dollars. But the counter offer only amounted to 660. This constitutes false advertising and demonstrates a lack of transparency and fairness in their business practices.Despite multiple attempts to resolve this matter amicably, their team has been unwilling to provide a reasonable resolution. Devaluing my product without justification is unacceptable.I urge the company to honor its original commitments and treat their customers with the integrity they deserve. Failure to do so will not only result in further legal escalation but will also damage their reputation as a trustworthy business.

  

  Business Response

  Date: 12/02/2024

  Thank you for your feedback regarding your recent trade-in experience with ****** An Offer. We value transparency in our processes and take all concerns seriously.

  The trade-in process begins with an initial quote based on the customers reported condition of the devices. In this case, the customer submitted two Apple MacBook Air ******* M1 (2020) models, described as "Flawless - Looks Like New," with no hardware failures or cosmetic defects, fully functional batteries, and all original accessories included. Based on this information, two initial offers totaling $800.00 were provided.

  Upon receipt and inspection of the devices, our technical team found discrepancies between the reported and actual conditions of both devices. These discrepancies necessitated an adjustment to the offer. Specifically:

  Device 1:

   Condition:

  - Moderate scratches on the top case.
  - Major scratches and wear on the display.
  - Noticeable keyboard imprints on the screen.
  Final Grading: Designated as Normal Use.

  Adjusted Offer: $320.00, increased from the actual valuation of $280.00 as a gesture of goodwill and to ensure customer satisfaction.

  Device 2:

   Condition:

   - Moderate scratching on the display, which falls outside of the Flawless classification.
  Final Grading: Designated as Light Use.

   Adjusted Offer: $340.00.

   The total adjusted offer for both devices was $660, which accurately reflects their condition upon inspection. We promptly communicated this adjustment to the customer and provided the option to either accept the revised offer or to provide us with a shipping label to return the products in question. 

   Throughout our communication, the customer expressed dissatisfaction with the adjusted offer and provided several counter-offers, including:

   350, lets cut a deal.

   At least 380, then we are talking.

   Then you must provide a shipping label free of charge. If not, I will file a small claim against you.

   It has to be 340 if you are sending in payments otherwise please ship back my device. Alternatively, we can go the legal route.

  At the time of our response, the customer has accepted the adjusted offers totaling $660.00, which were determined based on the actual condition of the devices. These offers are in line with the terms of the sales agreement on our site. While the customer has mentioned a willingness to pursue legal action, we are confident that our valuation process and communication align with our stated policies and industry standards. As the seller has accepted the resolution and we have provided all necessary details, ****** An Offer considers this matter closed.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22618797
  
  I am rejecting this response because:
  Subject: Response to Trade-In Valuation and Final Resolution
  
  Thank you for your detailed response outlining the valuation process and conditions of the devices I submitted. However, I respectfully maintain my disagreement with the final assessment and resolution for the following reasons:
  1.Condition Discrepancies: The moderate scratches and wear described for both devices are subjective judgments that were not supported with photographic evidence or specific measurements along with your company guidelines that determine whether a device falls within which category. As a customer, I had no way to verify or contest these findings beyond your internal assessment. Transparency in such evaluations is crucial, especially for items classified as Flawless based on industry standards.
  2.Initial Offer vs. Adjusted Offer: While I understand adjustments may occur post-inspection, the substantial reduction in the offer$140 less than the original quote is excessive and inconsistent with the minor discrepancies cited. If the devices were truly as devalued as stated, the difference between the actual valuation and the adjusted offer for goodwill seems incongruous.
  ******* Basis: My concerns about false advertising stem from California consumer protection laws, which ensure that businesses provide accurate and consistent information regarding their services. The disparity between the initial quote and final offer, coupled with limited transparency in the inspection process, raises questions about adherence to these standards.
  ******* Acceptance Under Duress: While I accepted the adjusted offer of $660, this decision was made under significant pressure, as your alternative required me to incur the expense of a shipping label for the return of my own devices. This is why I sent a follow up email saying that legal actions will be considered and pursued if no resolution were to be reached through BBB, because I sincerely believe that it is not in keeping with the principles of fair negotiation or customer satisfaction.
  
  
  I urge you to reconsider the final valuation of my trade-in or provide greater clarity and evidence supporting your inspection process. A resolution that balances customer trust with fair business practices will enhance your reputation and avoid further escalation.
  
  
  I look forward to your response and hope we can settle this matter amicably.
  
  
  Best regards,
  GW

  

  Business Response

  Date: 12/09/2024

  Mac Me an Offer appreciates the opportunity to address the concerns raised by the seller regarding the valuation of the devices submitted for trade-in. We maintain that this matter was handled with full transparency and in strict adherence to the policies clearly outlined and available to all sellers prior to initiating a trade-in.

  The evaluation of the sellers devices was conducted based on consistent and objective grading standards. Photographic evidence documenting the specific issues identified with the devicesnamely the moderate scratch on the display and keyboard imprintswas provided to the seller on November 21 at 8:16 AM under PO #******. These images are attached to this response for further reference. The findings are fully consistent with the grading criteria available to all sellers before submitting a trade-in, ensuring clarity regarding the standards applied and how such conditions impact final valuations.

  It is important to note that the overwhelming majority of products received fall under the "normal" condition category, which reflects the typical wear and tear associated with regular use. By contrast, "flawless" devicesthose that meet the highest possible standardsare extremely rare. However, flawless products are also the most sought after by buyers, making them the best sellers on our site.
  To maintain a steady supply of flawless products, ****** an Offer offers sellers a premium on trade-ins graded as flawless. This premium reflects the heightened demand and market value of flawless devices. The stricter grading standards ensure these items meet customer expectations, which is why any visible flaws, no matter how minor, disqualify a product from this category. Consequently, the pricing difference between flawless and other conditions is significant and reflects market realities.

  Our pricing methodology is both transparent and consistent across all trade-ins. The adjusted value offered for the sellers devices aligns with current pricing on our platform for items graded in the condition their devices were determined to be after inspection. The reduction in the offer reflects adherence to these standards, ensuring fairness and accuracy for all sellers. Sellers may verify this by submitting a hypothetical trade-in on our site using the stated condition of their devices.

  By utilizing the provided shipping label to send devices to our facility, sellers confirm their agreement to our terms and conditions, which include provisions for adjustments based on the results of post-inspection evaluations. This agreement also outlines the seller's responsibility for return shipping costs if the initial quote is declined. These terms are made available at every step of the process and represent a standard industry practice to ensure equitable operations for all parties.

  Regarding the sellers statement about acceptance under duress, it is important to clarify that agreeing to the adjusted offer was entirely voluntary. Sellers retain the option to decline and request the return of their devices, subject to standard shipping fees as outlined in our policies. These conditions are consistent with industry practices and comply with consumer protection laws, including those in *********** 

  Mac Me an Offer believes this response and the attached photographic evidence adequately address the sellers concerns. The trade-in process was conducted in full compliance with our policies, which are accessible to all sellers, and in alignment with industry standards.

  As we have provided all relevant information and adhered to a transparent grading and valuation process, Mac Me an Offer considers this matter to be closed.

  
  

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22618797
  
  I am rejecting this response because:
  
  I must strongly disagree with your conclusion and provide the following rebuttal to address the issues raised.
  1.Transparency of Grading Process:
  While you claim to have conducted an objective evaluation, the grading criteria for flawless and normal conditions remain subjective and open to interpretation. The photographic evidence you provided fails to substantiate the degree of wear and tear claimed, particularly for Device 1, where moderate scratches and keyboard imprints do not align with my initial description or personal inspection prior to shipment. Furthermore, I was not given the opportunity to verify or dispute your findings before a reduced offer was imposed, undermining your assertion of a transparent process.
  2.Discrepancy in Initial Quote vs. Final Offer:
  Your acknowledgment that flawless devices are rare and subject to stricter standards does not justify the significant reduction in the final offer. The $140 difference between the initial and adjusted offers is disproportionate to the alleged defects. This discrepancy undermines consumer trust and raises questions about whether your initial quote serves as an accurate representation or merely a tactic to lure customers into a trade-in.
  *********** Acceptance Under Duress:
  Your claim that acceptance of the adjusted offer was entirely voluntary ignores the context of my decision. Imposing shipping costs for the return of devices leaves customers in a position where accepting the reduced offer becomes the only viable option. This practice creates a coercive dynamic, particularly for customers who expected to receive a fair valuation based on your initial quote. Such tactics may violate California consumer protection laws that prohibit deceptive business practices and unfair contractual terms.
  4.Responsibility for Return Shipping Costs:
  Requiring sellers to bear the cost of return shipping after failing to meet the initial quote risks breaching implied good faith in business dealings. By your own admission, sellers rely on your platform to provide accurate and honest evaluations. Penalizing sellers for declining an adjusted offer based on subjective grading contradicts the equitable standards you claim to uphold.
  ******** Realities and Flawless Standards:
  While you emphasize market demand for flawless devices, this does not absolve you of your responsibility to provide realistic and consistent initial quotes. If your grading standards are so stringent that most devices fail to meet flawless criteria, this should be explicitly communicated upfront. Instead, customers are left with the impression that their devices meet the highest standard, only to be downgraded post-inspection. This is misleading and could constitute false advertising under California law.
  
  
  In conclusion, I dispute your assertion that this matter is closed. The trade-in process, as conducted, demonstrates inconsistencies that reflect poorly on your commitment to transparency and fairness. I urge you to reconsider your adjusted valuation and return to a resolution that aligns with the original terms and expectations.
  
  
  Should we fail to resolve this matter amicably, I reserve the right to pursue legal action under California consumer protection laws, which provide clear avenues for addressing such grievances. I remain open to further discussion to reach a fair resolution.
  
  Sincerely,
  
  Guanyao ****

• Initial Complaint

  Date:10/29/2024

  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.

  Fraudulent; does not honor their return policy. I took a chance on this Apple reseller after seeing it mentioned on other forums whose recommendations Ive made purchases on before- they are unfortunately a scam. After sending me a faulty product (order 9/1/24), which I fully documented and dropped back with the parcel service of their choice per instruction (9/15/24), it turns out they sent me a faulty return label- and are trying to blame the customer for it not arriving back to the warehouse. Despite my including a photo of the return receipt on the email chain with the original label they provided, they are trying to pass it onto the buyer to reach out and inquire with their chosen vendor. Im only marginally consoled that it was peripheral equipment and not a computer but Im still out a significant amount of money. Our communications have dragged on for over 6 weeks. Do not lose your hard earned income buying from ****.

  

  Business Response

  Date: 11/01/2024

  Mac of All Trades sincerely apologizes for the experience the customer had during this transaction. The situation was mishandled, and we take full responsibility for the oversight. We understand the frustration and inconvenience this has caused and are committed to making it right by issuing a full refund for the device in question.

  We acknowledge that our customer service in this instance did not meet our usual standards. However, wed like to share some context we believe is relevant to this situation. As a technology company, we have certain processes in place to protect against activities from bad actors who may claim that a product was shipped and delivered to our facility, only to assert that the device was lost in transit or demand a refund without returning the item. To safeguard against such scenarios, our procedures require tracking information confirming delivery to our facility, acknowledged by one of our authorized receiving employees. Additionally, the returned product must have a serial number matching the one we originally shipped. If these elements are not present, our representatives are instructed to inform customers of the necessary steps to process a return and refund.

  Our customer service representatives follow a checklist to gather all necessary information to process returns efficiently and securely, applying the same standards to every customer return. We regret that, in this instance, the implementation of these processes led to an unintended outcome, impacting a customer who was simply trying to complete a return.

  Upon review, it appears that our customer service representative generated a return label for the customer. While our system shows that this label was created, the tracking information indicates no scans or movement of the package. Due to human error, the representative mistakenly issued the original outbound shipping label used when the product was first sent to the customer, instead of the newly generated inbound return label.
  This, at the time, unrecognized error caused confusion and friction, and led the carrier to accept and ship it to the original address instead of back to our facility. We're uncertain how reusing the original label impacted the shipment, so to resolve the situation promptly, we've already processed a full refund to the customer. They will receive a confirmation email within the business day.

  We wish to emphasize that our actions were not driven by any ill intent. We pride ourselves on upholding the highest standards of quality and commitment to our customers.

  Internally, we have initiated corrective measures to address the root of the problem. This includes reevaluating our procedures and enhancing training for our customer service representatives to prevent such mistakes from recurring. We view this incident as a learning opportunity. We are grateful to the customer for bringing this to our attention and holding us accountable, as it enables us to enhance our services for them as well as all customers to come. 

  
  

  Customer Answer

  Date: 11/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Thank you for your work on this matter- the outcome would not have been possible without it. 
  
  Sincerely,
  
  ***** **

• Initial Complaint

  Date:08/21/2024

  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.

  Over the last year I had spent a sizable amount of money on products from this vendor and earned nearly $250 in rewards. The program was abruptly terminated with no notice. They said I received an email telling me about the cancelation of the program, but I checked our company email server audit log and no such email was received. I feel this is a deceptive business practice.

  

  Business Response

  Date: 08/28/2024

  While it is certainly disappointing to hear of the customer's frustration in this situation, we want to assure the customer that every effort was made to communicate our reward program's closure transparently and proactively. The notification was not only sent via email but was also promptly posted in the *** on our website, where it remains visible to this day. Specifically, the email in question was  sent on Monday, July 15th, at 11:30 AM Eastern Time. This was well in advance of the program's termination, providing ample time for customers to take any necessary actions with their accumulated rewards.

  When the customer reached out to our support team, we provided a clear explanation of these details. We frequently encounter situations where customers do not receive emails, and while we can only speculate, it is often due to content blockers or email filters that are outside of our control. These filters can sometimes redirect emails to spam folders or prevent their delivery altogether.

  We strongly refute any suggestion that our actions were deceptive. On the contrary, our communication was transparent and proactive, designed to inform and assist our customers before the program ended.

  Our customer service department has engaged with a number of customers regarding this matter. While some expressed disappointment at the rewards programs closure, our team made every effort to assist them, ensuring they were able to redeem their credits before the system was discontinued.

  In light of the facts presented, including the confirmed email notification and the website notice, we believe we have acted in good faith and in full transparency. We have provided all the relevant information regarding this matter, and our actions were in compliance with our policies and standard business practices.
  As we have already provided the customer with all available information, ******************** considers this matter to be closed.

• Initial Complaint

  Date:06/05/2024

  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 sent in my laptop for a repair under warranty and the company says they are not able to service it, therefore it is standard to replace with a similar unit. Because there is no similar unit in stock, they offered to give me store credit for the current value of the laptop. I did not agree to the store credit, and asked them to send the unit back. They said that they cannot send it back as the warranty has already been processed automatically. I was not informed that this was a possibility before sending my laptop in, and now am stuck without a laptop and store credit that I do not want to use, as I am frustrated with the company. I would either like my original unit sent back to me, or a refund to my credit card for the current value, as I do not want to use store credit (would have to pay tax and shipping on a whole new unit, and do not want to purchase again from this company). They should not automatically process a laptop sent in for warranty like this without consumer consent. I cannot receive my laptop back which I simply shipped for repair!!!The customer service staff are kind but they do not have a phone line which has made this process frustrating to only communicate via email.

  

  Business Response

  Date: 06/13/2024

  On April 1, 2024, the customer contacted us about a problem with their laptop that had started crashing frequently. We requested the laptop be sent to us for inspection.

  Upon receiving the laptop on May 28, 2024, we began diagnostic tests. We informed the customer that the device was operating under our testing conditions and no issues could be identified.

  Given the absence of replicable faults and the unavailability of a similar replacement unit in our inventory, we initially offered a store credit for the current selling value of the device. This was intended to enable the customer to select an alternative product. Our company's policy of not returning devices when issues cannot be confirmed is intended to avoid customer frustration in receiving a returned product that *** still seem non-functional in their specific use case or environment. We strive to communicate this policy clearly and regret any misunderstanding.

  Our inventory is highly variable, and the unique configuration of the customer's device contributed to the difficulty in providing an exact replacement. Shipping on our site is completely free, and there will be no additional tax applied if the replacement item does not exceed the value of the original purchase. This misunderstanding seems to have added to the customers frustration, and we hope this clarification helps.
  While we prefer to provide responses once an issue has been resolved in its entirety, we are providing our response now to ensure timely response to this complaint.
  
  We were ultimately able to retrieve the product and we now have the device on hold. Our lead technician has conducted additional extensive testing on this unit, which is standard procedure for units with unconfirmed issues that *** re-enter our inventory. The device is currently operating without any issues here at our facility. We have informed the customer of these findings, and they have expressed their wish to have the unit returned.
  This return is being made as an exception due to the extenuating circumstances of this case and at the customer's specific request. We have encountered situations where devices returned for environmental issuesproblems occurring only while in the customer's possessionlead to frustration and potential further returns. While we understand and sympathize with the customer's frustrations and reasons for their request, we have communicated our concerns, and they still wish to proceed with the return.
  
  The device is set to be returned as soon as we receive the necessary shipping information from the customer. The customer has expressed gratitude to our customer service department for the arrangements being made. Mac of all trades considers this matter to be closed.