Complaints

This profile includes complaints for Lenovo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lenovo

  8001 Development Drive Morrisville, NC 27560

• 

  Lenovo United States

  3753 Spicebush Dr Frederick, MD 21704-7879

• 

  Lenovo

  7100 Highlands Pkwy SE Smyrna, GA 30082-4859

• 

  Lenovo Group Limited

  1 Manhattanville Road Purchase, NY 10577-2100

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  Lenovo

  520 1st Ave Pittsburgh, PA 15219

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:06/13/2025

  Type:Customer Service 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 canceled an order # ********** on May 15 and they received my return on May 27. Until then I have not received a response from them. Next, Lenovo customer service team is outsourced to ***** and they are giving bad language to the customers. They swore at me and i believe it was intentional. I need them to respond to me as soon as possible and want to be pay me the interest for the delay.

  Business Response

  Date: 06/17/2025

  6/17/2025
  
  The Better Business Bureau
  ***********************************
  ****************
  
  Lenovo
  *******************************************************************
  
  Re: BBB CASE#: 23466009
  
  
  Dear Madame / Sir ********** are in receipt of a copy of the complaint filed by Wao *** on 6/13/2025.********** have contacted the customer and provided additional details.
  
  Sincerely,
  Maya
  Case Manager

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23466009
  
  I am rejecting this response because:

  hello Maya,
  
  I'm very disappointed with your integrity and honesty in your professional behaviors. I'm writing to you to urge your team to send me the refund ASAP!
  These are the facts your customer service team have been lying about all the time:
  
  1. order cancellation failed. 
  this order (order number **********) shouldn't have happened, but your customer service team didn't successfully cancel the order when I called. 
  
  2. product return
  I sent the product back on May 27 (3 weeks ago). The warehouse received it but the customer service team did not complete the process for my refund within the promised time frame (5-7 business days) and did not inform the customer of the delay. What is even more horrible is that the customer service agents are hiding the information about why it got delayed by giving vague information and refusing to give any transparency. 
  
  3. refund
  where's my money?! I have been calling lenovo north america customer service everyday since June 2. Every time I called, the agents gave me different stories about whatever issues you have internally. And told me to wait for another week, always another week after another week. 
  wherever issues you have inside your organization is your business. Delaying sending the refund to the customer is an illegal violation!!! 
  
  This lenovo north america customer service (call center) team is horrible and they do not care about the customer's issues. Instead, they play games and avoid the points by asking hundreds of questions to waste customer's time. they don't give you any answers!!! 
  
  What is even more evil is, the customer services (call center agents) pick up your call and put me on hold with a muted microphone for over 30 mins and force the customer to give up. This is so evil and nasty!!! 
  
  An agent even said that that's how Lenovo works and if you want to know more details, wellcome to work at Lenovo. (I have the record of the call !!! )
  As an employee of Lenovo, the call center agent is literally just dirtying the name of the Lenovo brand right in front of the customer.  What's wrong with **********************??!!! 
  
  In a word, Lenovo ************* customer service (call center) team is not under any management and supervision. They have no respect for customers!!  The agents and their behaviors you can see are so evil !! 
  
  the supervisor of north america customer service (call center) should be fired. 
  
  @BBB @******
  Maya called me earlier and refused to continue to communicate if I recorded the live and real conversation, I had to spend more time on writing emails back and forth. This only shows how this organization works at Lenovo. 
  
  @Maya
  Again, where is my refund for order ********** !!! Just answer my question !!! 
  I don't need you to play more games and I don't want to listen to more lies.
  Focus on the order if your vision allows you to see it !!!
  
  Thanks !!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Sincerely,
  
  Wao Guo

• Initial Complaint

  Date:06/13/2025

  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 opened a service request to have the onsite technician come to our office and repair the laptop as we have Lenovo Legion Ultimate warranty. After doing all the diagnostics, Lenovo said technician will come to our office and fix the no display issue.I got a call from the validator and asked for all angles picture of laptop. I provided that and then he asked for a full picture of bottom cover which I sent it. Then he asked for a close up picture, then he wanted to use the Rescue Lens app to verify if any damage to the computer. I used the rescue lens app and showed the laptop. He kept asking for photos and gave option for depot. I told him that we cannot send to depot, due to banking data and IP records on the computer and are using the laptop with external monitor. I would like to setup onsite service to fix the issue as we have paid for the Ultimate warranty. Lenovo work order ********** -

  Business Response

  Date: 06/17/2025

  6/17/2025
  
  Complaint ID  ********
  
  We are in receipt of a copy of the complaint filed by **** ******.
  
  The information provided does not match our internal records.  Therefore Lenovo cannot assist.
  
  Sincerely,
  Caitlyn
  Executive Case Manager
  
  
  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23461887
  
  I am rejecting this response because: I have provided all the information. Everything is matching. Lenovo is not giving the accurate information. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/11/2025

  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.

  January 11, 2025, I had a problem with my Lenovo laptop which was still under warranty, the issue was resolved early. The warranty was to expire on February 2025, I decided to purchase another year of warranty. I used the web to purchase the warranty there were three options one, two, or three years. I chose one year.I was charged $31.79 for one extra year the order number was **********, based on the web site extension of **************, the keyboard malfunctioned some of the keys was stuck and could not type the letters and symbols, I went to the website to check the warranty and request a ticket to fix the issue, to my surprise I found that the laptop warranty was expired.I called customer service to find out why the warranty was not extended, the representative indicated that they money collected was not for warranty extension but some kind of yearly subscription for performance.I asked the representative to fix the issue and apply the money for warranty but he refused to do ****** I am stuck with a bad keyboard which is going to cost more than $323 (109+34+15+164(keyboard price).I found this tactics is unacceptable and kind of deceiving customers, by collecting fees for warranty extension and apply it for something else like subscription.I asking for you help to address the issue, and apply the money to warranty extension.

  Business Response

  Date: 06/16/2025

  6/16/2025
  
  Complaint ID  ********
  
  We are in receipt of a copy of the complaint filed by ******* *****.
  
  We have contacted the customer and apologized for their experience. We have requested more information.
  
  Sincerely,
  Caitlyn
  Executive Case Manager

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23452681
  
  I am rejecting this response because: I havent received any communication from the company regarding the warranty I purchased which wasnt recognized, beyond the phone call to the customer service I made prior to filing this complaint, resulting in cancellation of the subscription and not turning it to warranty extension.

  I am asking to honor the warranty extension I signed and paid for, not giving me a subscription.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/17/2025

  6/17/2025

  Complaint ID: ********

  We spoke with the customer over the phone and he's going to check his email.  We are waiting on more information from the customer that he was unable to provide over the phone. 
  
  Sincerely,
  Caitlyn
  Executive Case Manager

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23452681
  
  I am rejecting this response because: I received an email from Lenovo requesting the serial number of the laptop, I provided the the serial number, later i received a response indicating that they wont be able to honor the warranty due to the machine being old.

  I sent a response indicating that the laptop was eligible for warranty extension back in January otherwise the my card should not be charged!

  As a compromise I suggested to the representative to send me the *** keyboard and I will find an installer and pay for that.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/20/2025

  6/20/2025

   

  Complaint ID: ********

   

  We have reached a resolution with the customer. 

   

  Sincerely,
  Caitlyn
  Executive Case Manager

  Customer Answer

  Date: 06/20/2025

   
  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 contacting Lenovo Warranty Support.
  We have opened the following part order for your device:
  
  Case Number:                      **********
  Work Order Number:          **********
  Product Description:           NB IP 330S-14IKB I7 4G 4G 256G 10H
  Serial Number:                     PF1HKMVV
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/11/2025

  Type:Delivery 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 writing to express my extreme dissatisfaction with the delivery of my order #**********, placed with Lenovo for a **** PlayStation 5 Slim Disc Standard Console - White. The order was shipped via ***, and despite the requirement for a signature, I have encountered significant issues with the delivery process.According to the *** tracking information, delivery attempts were made on May 28, 2025, and May 29, 2025. However, on both occasions, I was not notified of these attempts, as no delivery notice was left at my address. The tracking information then indicates that the package was delivered on May 30, 2025, at 10:09 A.M. To date, I have not received the package.I am deeply concerned about this situation, especially given the value of the item and the expectation of secure delivery. I request an immediate investigation into this matter and would appreciate it if you could provide information regarding the delivery confirmation and the location where the package was supposedly delivered.I look forward to your prompt response and resolution to this issue. If I do not receive a satisfactory response within [3] days, I will be forced to file a dispute with ****** to recover my funds.

  Business Response

  Date: 06/16/2025

  6/16/2025
  
  The Better Business Bureau
  ***********************************
  ****************
  
  Lenovo
  *******************************************************************
  
  Re: BBB CASE#: 23451773
  
  
  Dear Madame / Sir ********** are in receipt of a copy of the complaint filed by Jemarkus ********* on 6/10/2025.********** have contacted the customer and are processing a refund.
  
  Sincerely,
  Maya
  Case Manager

• Initial Complaint

  Date:06/10/2025

  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 ordered laptop from Lenovo on 3/4/25 & was promised by online salesperson in chat that I would receive machine by 3/6-7, despite contrary info posted on Lenovo's site, which he said was inaccurate. When machine did not arrive by 3/7 I contacted Lenovo & was told salesperson should not have given what was false (recorded) info; I got a small partial refund due to this but did not receive machine until late March. By then, I'd had to start crucial projects on a borrowed machine, so I kept working on that machine & didn't start using Lenovo until later than intended. Very soon, it began freezing up upon every attempted use and had other big problems. I hired local pro to try to fix, but he was baffled by the problem, so I sent machine to Lenovo for repairs. On 6/6, I received the machine back with notice it had been fixed, but it in fact still had & has exactly the same problems for which I'd sent it in. I called & asked to return machine for refund & explained how/why having rec'd the machine later than initially promised had thrown my timing off in dealing w/ the machine at all, and Lenovo said they would consider making an exception to 30-day return policy and would either call me within ********************* to call them. I ended up calling them on 6/9, only to be told they'd rejected my request. I have phoned them several times and talked to supervisors in ************* who said if it were up to them, they would let me return the machine, but they couldn't. They suggested that I send the machine in to Lenovo for repairs, but the reason I was talking to them in the first place was because neither they nor a local professional I'd hired in my area had been able to fix the machine. I told Lenovo I was willing to take store credit/exchange rather than a refund for machine, as the machine is very clearly defective, but have been told there are no higher-*** I can appeal to at this point at Lenovo, so my hope is that the BBB or credit card company can help.

  Business Response

  Date: 06/11/2025

  6/11/2025
  
  Complaint ID ********
  
  We are in receipt of a copy of the complaint filed by **** Photos.
  
  We have contacted the customer and apologized for their experience. We have offered a refund.
  
  Sincerely,
  Caitlyn
  Executive Case Manager

  Customer Answer

  Date: 06/11/2025

   
  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.

  However, I will not feel the matter is settled until the return and the refund have been completed, so I hope this case can  be re-opened if I do not ultimately receive the promised refund in a timely fashion.
  
  Sincerely,
  
  **** Photos

• Initial Complaint

  Date:06/10/2025

  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 purchased a Lenovo Ideapad laptop in May 2021. In OCT 2022, the screen bezel and hinge failed. Following a complaint to the BBB Case #********, Lenovo repaired the laptop at no cost. In MAY 2025, the screen bezel and hinge on the laptop failed again when I opened the device to use it as normal. There were no prior indications of impending failure. For the laptop's entire life it has been stored in a padded case. There are many reports of this issue going back multiple years before 2022. I believe this issue is a manufacturing defect, and it has shown up again in the second failure. Lenovo will not repair or replace the device because the failure occurred beyond 12 months after purchase despite this being a known issue. I request that Lenovo repair or replace my laptop.

  Business Response

  Date: 06/17/2025

  Lenovo contacted the customer about is concern. We set up a one time no cost repair.

   

  ***** McCarthy 

  Lenovo customer care team

• Initial Complaint

  Date:06/10/2025

  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 have a Lenovo and it will not function only 6 months after purchasing it. It has been completely down for more than a week and their service refuses to do anything about it. They are telling me I need to go buy a new power source just to test to see if the problem is the power source that came with the laptop. Meanwhile I don't have a functioning computer and I'm more than an hour drive from anywhere that might sell ******** ********** S/N PW0C6BA4

  Business Response

  Date: 06/13/2025

  Lenovo contacted the customer to address the issue. We send a part for the repair and the customer said this resolved the issue.

  ***** ********

  Lenovo customer care

   

• Initial Complaint

  Date:06/09/2025

  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.

  Warranty claim unfulfilled. Claim has been escalated several times since June, 2024 - Unit was sent to repair within the 3 year warranty period on April 10, 2024 - On April 22nd, we were informed unit was beyond repair and told they had no inventory for the unit. We were offered as a result a refund to the order. They said the "refund will be done via a virtual prepaid card" and that they will email the card details" and to send the purchase invoice to process. On May 1st, I sent the original purchase invoice. - On May 7th I followed up via email and phone call. No response - Missed a call from case manager on May 31st, I returned the call and after several ringtones I was sent to voicemail. I left a voice message but was not contacted again.- On Friday June 7th, I received a notification that I was receiving a package to an incorrect address that I was not residing in. The package was delivered on Monday June 10th and hence I could not contact ***** over the weekend to prevent it. I did not know whether it was my un repaired unit or if it was repaired after I was told it was beyond repair. I had already spent $1000 in a replacement device and was never clarified if this was a repaired device or replacement after being told I was getting a refund. - They never notified me of changes or replied to any of my emails before that period. Case manager was uncooperative and communication was cut off. -Package was received and returned to sender by ********************* campus mail services as per policy during summer period.- I tried to retrieve the package with ***** and Addressee ************************* and was given confirmation that as policy, it was returned to sender - Followed up again with case manager in June, July and August via email with no resolution or response. 2 unanswered calls in July.- Was able to reopen case around end of December.-They were not able to find a resolution and they closed the case again in April, 2025 after not finding pkg.

  Business Response

  Date: 06/10/2025

  6/10/2025
  
  Complaint ID  ********
  
  We are in receipt of a copy of the complaint filed by ********* ****.
  
  We have reached a resolution
  
  Sincerely, 
  Caitlyn
  Executive Case Manager
  
  

• Initial Complaint

  Date:06/09/2025

  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.

  My laptop was under warranty and experience an issue with the mouse. I submitted a warranty claim and followed the instructions and sent the unit to the company with the provided call tag. I Received confirmation that the device was received and signed for on May 16. The company lost track of the laptop and I spent close to weeks calling every day and getting the runaround. They continuously promised me callbacks which never occurred. I would get multiple emails and respond to them with no resolution. Finally, they notified me that they found the laptop and it was being repaired. It was sent back to me and when it arrived, it was damaged on the one corner from clearly being dropped and they did not send the power cord back to me. I could not even fire up the machine to see if the issue was resolved. I contacted them and they asked if I had pictures of the unit before I sent it to them to prove that there was not damage. That was not in the instructions that they sent me prior to me sending the machine back to them for repair. They also said that they did not receive my power cord. They instructed me to send the power cord back to them which I did. I am very concerned because I had to provide them my passwords to get into the machine. I have no idea where the laptop was for the two weeks that they misplaced it. I have tried to get resolution, but I am at the end of my rope. The service that they have provided is horrendous. I went out and bought another laptop - of course, not a Lenovo. And thankfully, I had backed up all my data which they encourage me to do I was able to download that back onto the new computer. I am very concerned about the security of my data and who not only had this computer for-the two week period it was lost and what they did with my data and of course, the damage that they caused to my computer.

  Business Response

  Date: 06/16/2025

  6/16/2025
  
  The Better Business Bureau
  ***********************************
  ****************
  
  Lenovo
  *******************************************************************
  
  Re: BBB CASE#: 23442683                                                     
  
  Dear Madame / ****
  
  We are in receipt of a copy of the complaint filed by *** ********* on 6/9/2025.
  
  We have spoken with the customer and apologized for their experience. We have offered to repair the unit.
  
  Sincerely,
  Lyne
  Case Manager

• Initial Complaint

  Date:06/09/2025

  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.

  I purchased a Lenovo laptop with an RTX 4070 GPU for high-performance use. After months of persistent game crashes, I submitted a service request on May 19, 2024. A motherboard replacement was performed on May 27, which made the situation worse resulting in repeated BSODs and a completely unusable system.Lenovo then sent a recovery USB that also failed to fix the issue. As of today, my system has been unusable for over two weeks, with another repair scheduled for June 4. Despite multiple attempts to resolve the issue, I am left with no working computer and have lost considerable time and productivity. It still continues to crash to the desktop on certain games despite updating, deleting and reinstalling drivers, reinstalling games on different drives, and even lowering settings.This level of service is unacceptable, especially given the cost and purpose of the machine.