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:05/19/2025

  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 computer for $459 from Second Life Mac and received a non-functioning device. Ive attempted to contact the company multiple times over the past four days, leaving several voicemails and phone calls, and have not received a single phone call back.I simply want a working product or a full refund, but Ive been completely taken advantage of. This level of customer service is unacceptable, and Im requesting immediate resolution through the BBB.Desired Resolution:I would like a full refund or a working replacement sent immediately, along with a response from the company acknowledging the issue.

  Business Response

  Date: 05/20/2025

  Dear Better Business Bureau,

  Thank you for bringing this complaint to our attention. At SecondLifeMac, we take customer satisfaction seriously and appreciate the opportunity to address this matter.

  Response to Complaint
  We have reviewed the complaint submitted by the customer regarding their purchase of a computer for $459.00. We would like to provide clarification on the timeline of events and our response:
  1.The customer received their device on May 16, 2025, and contacted our customer service email at 12:28 PM that same day regarding a login issue with the MacBook.
  2.The customer sent a follow-up email on Saturday, May 17, 2025, at 10:47 AM.
  3.Our RMA Lead, *** ******, responded to the customer on Monday, May 19, 2025, at 8:11 AM, providing the password (1234) needed to access the device. This password was required because our testing process creates a temporary account that should have been removed before shipping.
  **** noted in our correspondence, our office does not operate on weekends, and the team member who would typically handle this request was out of office on Friday when the initial inquiry was made. However, we responded promptly on the next business day.
  

  We understand the customer's frustration with being unable to use their device immediately. We have offered the customer two options for resolution:
  ****** the current device (which should now be fully functional with the provided password)
  2.Return the device for a full refund of $459.00
  

  We have reached out to the customer to provide a shipping label for return if they choose the refund option. Our customer service team at ****************************************** remains available to assist with any additional questions or concerns.
  

  Proposed Resolution
  We are committed to ensuring the customer's complete satisfaction and propose the following resolution:
  1.The customer may keep the current device, which should now be fully functional with the provided password
  2.If the customer prefers, we will process a full refund of $459.00 upon return of the device
  3.We will provide a prepaid shipping label for the return
  4.We will expedite processing of the refund once the device is received
  

  We believe this resolution addresses the customer's request for either a working product or a full refund. We regret any inconvenience caused by this situation and are dedicated to resolving it promptly.
  

  Please do not hesitate to contact us if you require any additional information.
  

  Sincerely,
  SecondLifeMac **************** Team ******************************************

  
  

• Initial Complaint

  Date:05/20/2024

  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.

  Back in December I bought a mid 2017 MacBook Air renewed from "Platinum Deals" an online seller on Amazon.com and with tax I paid $326.00 for the computer. The Amazon order number was 113-1286436-0039441. I bought the computer to replace my other laptop but I just never got around to using the Mac. I trusted the seller to have sold me a fully functional product so I neglected to check the computer right after I got it and the time for return slipped away from me and by the time I did check it it was actually defective and did not function as it should have and now it won't even power on. I did nothing that should have made the computer act the way it did or stop working and the seller refused to return or replace the computer and they didn't offer any assistance with it. All they did was refer me to the Amazon return policy. I called them and they never returned my call. They responded only to my message on Amazon.com. I called Amazon and explained the situation and they requested an exception to the return policy on my behalf and the company has not reached out to me and I'm stuck with a computer that I can't even use. I also called Apple and they advised me to take it in for service but I can't afford to pay for that right now and the computer is already seven years old. Not worth the investment. I feel like this company took advantage of me and they did not provide a product equivalent to what I paid. To make matters even worse they acted like they could careless about my having lost over $300.00. Their customer service is not good at all and apparently they do not check their products before they sell and ship them. I don't feel like I should have to take a loss just because I trusted them to send me a quality product equal to what I paid for.

  Business Response

  Date: 05/22/2024

  Thank you for reaching out and making us aware. We have been in contact with this buyer. The customer contacted us on May 18th, 2024 regarding their Amazon Renewed order 113-1286436-0039441 that was placed on December 2nd, 2023. We politely responded to let them know that their order is out of warranty. The Amazon Renewed Guarantee Coverage allows for customers to return a Renewed product within 90 days of receipt of the original purchase. Because the order is 172 days old since the original receipt, the order does not qualify for a replacement or refund. You may read more about this policy on Amazons website at the following link: 

  *********************************************************************************;

   At the time of purchase, our products are tested and inspected for full functionality. If the MacBook had not been opened or used for the 5 months it had been in the customers possession, however, then that would be cause for the device not having power. When the lithium battery inside the device goes into a complete discharge state from not being used, it could render the battery incapable of holding a charge and it will not perform as intended, even in 5 months time. Allowing for a lithium battery to drop to 0% and sit for an extended period of time will degrade the battery severely.

  Apple states the risk of this on their website as well. You may read more about Apples battery information at the following link: 

  ************************************************************;

  Regretfully, we are unable to offer a refund for this item. The issue at hand was a result of the device going into a deep discharge state.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21735742
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/23/2024

  Thanks for getting back to us. We have received notification of a rejection, but without any new details or reason. Regardless, we stand by our statement and have provided factual information based on the complaint. Unfortunately, we are unable to provide a refund for this item, as the issue at hand was not at fault of the seller. Please see our previous message for all details and warranty information.

• Initial Complaint

  Date:11/14/2022

  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.

  We purchased insurance on order # ********* for $607.92. Within the first 30 days the screen started failing. The screen only worsened and all we've seen is a black screen. My husband tried to communicate online and was sent to a different website cya.usure/get-quote/3. I'm not sure why we were sent here if we wanted to file a claim? It's been many months, and the phone number in the one email returned does not work. We've made a myriad of calls throughout different hours of the day with no follow-up of regard to me, the customer. The extensions do not work as the greeting is automated. I have not been able to establish communication with SecondLifeMac.SecondLifeMac p: ************ e: ****************************************** w: secondlifemac.com My screen became worst and am unable to get answers. Apparently I have two year warranty but unable to file any claim or get any customer service. I would like to know what to do and whom to speak to?