Complaints

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

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  Connection

  730 Milford Rd Merrimack, NH 03054-4612

  
• 

  PC Connection, Inc.

  3336 Progress Way Ste 100 Wilmington, OH 45177

  
• 

  Connection

  222 International Dr Portsmouth, NH 03801-6817

  
• 

  PC Connection, Inc.

  3336 Progress Way Ste 100 Wilmington, OH 45177

  
• 

  Connection

  450 Marlborough Street Keene, NH 03431

  

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:06/26/2024

  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.

  Date of transaction: Jun 23, 2024 Amount paid: $862.92 The business committed to provided iPhone 14 pro *** 1tb But they never fulfill the order and charge my card.I did call the business to solve the problem from customer service to VP but they were rude.The ad was seen on Slickdeals app

  Business Response

  Date: 06/28/2024

  The product ordered was a "limited supply" offer, unfortunately, the order was accepted and the credit card payment was processed just the last unit was removed from inventory. A refund was processed immediately. Connection explored other product options for the customer, but none were acceptable. Ultimately, Connection was able to secure another unit of the product and the transaction was completed.

  Customer Answer

  Date: 07/01/2024

   
  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:03/18/2024

  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.

  On February 29, 2024, I attempted to purchase a license for my security camera from ************************** (a.k.a PC Connection). On March 7, 2024, I still did not receive the license for my security camera. I was in contact with Connection.com (a.k.a PC Connection) and told them on March 7, 2024 to cancel my order because I still did not receive the license for my security camera. After several emails back and forth, my credit card was illegally charged after I stated that I wanted to cancel my order because **** Communications provided me with other reputable authorized dealers. Due to a recent family event, I am just now seeing the illegal charge that was processed on March 9, 2024 from Connection.com (a.k.a PC Connection). Prior to the illegal charge, I spoke to customer service by phone and through email correspondence, that I did not receive the license. I also expressed my disappointment in the poor customer service I received regarding the missing license. Currently, as of March 16, 2024, I still have not received the license after they charged my card illegally.I am requesting a refund for the illegal charge. I no longer need a license from ************************** (a.k.a PC Connection).

  Business Response

  Date: 03/25/2024

  Connection appreciates the customer bringing this problem to our attention. There was miscommunication between Connection and the manufacturer of product purchased (i.e., license keys) related to whether the licenses had been provided to the customer. Based on communication from the manufacturer, Connection believed the license keys had been delivered to the customer, so ********************** proceeded with invoicing. After the invoice was sent, the licenses were delivered to the customer, but the order was cancelled by the customer that same day.
  

  ********************** has already initiated a return request through the manufacturer. The total value of the return is $98.43. Connection can process a credit if needed, however, we are trying to avoid more confusion for the customer by potentially issuing two credits.

  Connection apologizes for the confusion and any inconvenience.
  

  
  

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21444333
  
  I do not accept the business response as a resolution to my complaint because of their dishonest business practices. The camera license was never delivered to me. Hence, the reason why I kept notifying you via phone and email that I did not receive the camera license. Again, I never received a license from you before or after you "sent" an invoice to "the manufacturer."

  In addition, the total amount that needs to be refunded is $99.41, which includes tax. Please see the attached invoice receipt I received after purchasing the license through your website **************************.

  
  Sincerely,

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

  Business Response

  Date: 03/27/2024

  Connection has approved a chargeback to the customer's credit card and received a confirmation. The total chargeback was $99.41 ($98.43 for the license + $.98 for tax).
  
  ********************** apologizes for the confusion and any inconvenience.
  
  

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21444333
  
  I do not accept the business's response as a resolution to my complaint because there was no confusion with this matter. Your company needs to own up for their dishonest behavior. Think about it. I requested to cancel my order for the camera license due to your business not fulfilling my order. Then two days later, your company charged my credit card for $99.41 without providing the license!

  Due to your dishonest business practices, I had no choice but to contact the Better Business Bureau for help with this matter.

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

• Initial Complaint

  Date:09/06/2023

  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.

  Placed an order, ********, with connection which they called me to verify some information. They requested that I sent a wire transfer and that they could not fulfill the order via credit card. I sent the wire transfer and now they are telling me they can't fulfill the order. This company is extremely unprofessional. There is no reason my order can not be fulfilled. I want my order fulfilled or my money back in full.

  Business Response

  Date: 09/07/2023

  Connection did receive *** ******'s order and requested he pay via wire transfer because there was a hold on his credit card. Subsequently, we learned *** ****** is a reseller. Connection does not sell to resellers. As a result, we denied the order. We have been waiting to receive the wire transfer so we could refund his payment.  We just confirmed receiving the payment on September 6, so we are now processing a refund via check.

  Customer Answer

  Date: 09/07/2023

   
  ********** ********
  
  I do not accept the business's response as a resolution to my complaint because:  Refund for the order has not been received and connection is refusing to refund my fees for the wire transfer. At no point did they ask if I was a reseller (they are reselling this stuff too? like really? they aren't the manufacturer). I would happily have answered any questions. This error was due to their negligence in this order process, not mine. 

  Until I am refunded in full this complaint will not be considered closed. 

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

  Business Response

  Date: 09/13/2023

  Connection Credit and Collections team is issuing a refund check including the wire transfer fee. The check will be mailed by Monday, September 18. Once the check is received, we hope the matter will be considered resolved.

  Best regards,

  Jeff F****

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I have been instructed by **** to submit this complaint against the retailer that sold my **** latitude 3510. **** told me that they have issued a pro rated refund to gov connection under the credit order # *******1310. I do not know if **** refunded your company or not. **** would not discuss the invoice with me as I am not the account holder. I do not want a courtesy credit. When I placed the original order, your website indicated that it was backlit keyboard. Mr. S*** said that he can refund me and I can return the product. I chose not to because I did not want to hurt your business and also due to PC shortage during covid. **** would not honor my pro support plan at all. I am completely fine with a pro rated refund. I DO NOT want a goodwill credit of any kind. I want only the amount that is rightfully owed to me to be returned. I am attaching the bbb correspondence for your viewing as well. Mr. S*** also stated that he wanted to put this issue to bed as he is getting too many emails and he does not want to see **** get in trouble. I do not want anyone to get in trouble. Contacting **** was so difficult. They have poor customer service and they want to avoid paying any claims. I just need help from your executive office in receiving what ever amount is rightfully owed to me. I am sorry if I was viewed as a trouble maker. I will not be shopping here anymore. Kind Regards, ******* ******

  Business Response

  Date: 09/21/2022

  A refund in the amount of $100 has been issued to the ********* account used for the purchase of the service plan.  This coincides with the amount refunded by **** for this incident.  

  The reference number for this refund is 3007******

  Thank you.

  Business Response

  Date: 09/22/2022

  We've provided adequate documentation to the customer along with the corresponding refund as requested.

  Customer Answer

  Date: 09/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18043115, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******