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:11/06/2024

  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.

  On 20th March 2024 I placed an order primarily for a product that was being heavily promoted on social media by Magfast - their Heathrow range of suitcases. I added a pack of 5 lightening cables to the order and this along with a free USB C cable were delivered to me on 2nd April. Unfortunately this is where this company's obligation to fulfil my order have stopped. Very shortly after my purchase they announced that they were in trouble and attempting to save the company. I held off contacting them as they repeatedly asked people not to request refunds, however as time went on and it was announced that they would not be producing the Heathrow range, as well as because their proposed compensation was not delivered on the timeline that was communicated, and when it was it meant I would need to spend an equal amount to what they were already holding just to access the value they were offering, I requested a refund. I think I have been reasonable - I offered to pay for the free cable received, and appealed to their integrity - if they're not going to deliver the product I ordered, is it really fair to expect me to spend more money on products I am not necessarily interested in, or otherwise simply lose my money. Please see correspondence attached. To be clear - I paid them $1,308.04 and I have requested a refund of $1099 + the 6% taxes paid for the Heathrow suitcases, and as already mentioned, said I would settle for the cost of the "free" cable being taken from this refund as I am not in the business of trying to s**** anyone over. right now, their refusal to even respond to the request other than to copy and paste standard pre-crafted text into a mail is unacceptable, and I am left with no choice but to go this route.

  Business Response

  Date: 11/13/2024

  This complaint is about what we agree was, in the past, an unacceptable preorder experience. Our product range is remarkable and highly rated - the challenge was with early manufacturing. This has changed - MAGFAST no longer accepts preorders and all orders are now shipped from stock. During a recent livestream attended by thousands of our customers our CEO personally took full responsibility and outlined major changes. Any customer whose preorder was not completely fulfilled was offered voucher credits for double the full retail value of their unshipped products.  As we related in our previous correspondence, MAGFAST went through some extreme challenges with our early charger Pro Kit line that took us within very close proximity to complete closure - We were able to narrowly avoid that, but only with a stringent restructuring plan.  The reason we try so hard to encourage our supporters to stick with us and avoid refunds, and why this matters so much, is that every refund has a negative and wide ranging impact on our small startup at such a critical juncture. In our replies, we were trying our very best to remedy things without risking the future of the company and were simply asking for help to keep the doors open and look out for the common good if at all possible.  However, it sounds like this customer was unable to stick with us through our restructuring plan. They have now been refunded in full for their unshipped products.
  

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution of the refund for the undelivered products is satisfactory to me and the matter has been resolved.
  
  It is however very unfortunate that this company refused to acknowledge the refund request that I only made 6 months after the initial order for the first time until I logged an official complaint with the BBB, and that they felt the need to send me a note bemoaning my request and that I wouldn't "stick it out" with them - customers are not always right, but that doesn't mean any business gets to decide how the customer's funds are spent when they can't deliver what was ordered. I gave Magfast ample opportunity to do the right thing and this complaint was really a last resort.
  
  Sincerely,
  ***** ******-******
  
  
  
   
  
  

• Initial Complaint

  Date:10/25/2024

  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.

  I have had an order in since February 2nd of 2024. The projected send date when I ordered this product was October. Since then I have not heard back from Magfast with a resolution to my now over 5 emails I have sent requesting a refund. They are using COVID as a scapegoat for their lack of proper business setup and other complaints on BBB will show a similar issue. Yet instead of sending orders they already *** customers they boast on new products when the original people who helped backed them have yet to see a product. I am very very disappointed that I have yet to even find a way to easily contact this company without getting the same ***ly you can find in their videos about how they are still trying to get things going while still stealing money out of Americans pockets..... This business needs to be shut down before they steal more money. I am sorry but 8 months is absolutely unacceptable. I would like the company to reach out for my two orders as I ordered the bundle that included 2 magfast extreme 1 road, 1 life 1 air 1 wall and 2 lux ultras 2 sets of charging cables and 2 power bricks most of which has been discontinued. I was interested originally in the discontinued products but without them my order is useless. I would like to speak to a customer *** by phone after 4pm central USA time to better assist me with my order. Seriously this company should be ashamed of how they operate

  Business Response

  Date: 10/25/2024

  As we let this customer know through an auto reply to his emails - our customer service team is experiencing a very high volume of outreach and there is a delay in our response times. In his most recent email on October 22, at 8:20 pm, he demanded a response by the next day without giving us enough time to respond before he posted his complaint.  Weve responded to each and every past outreach. 
  We understand this customer is frustrated with the delays in delivery of his pre-order products. However, his accusations are unfounded and unfair.  He placed a pre-order for products that were part of a pre-order startup project, not retail sales. We made sure to let everyone know, before allowing them to place a pre-order, that there would be a wait for their products by having them attend an online webinar about our startup project. We have an easily accessible status page that keeps our customers up to date on the progress and we have hosted livestream updates as well as email outreach.
  Like any good business, we do develop a range of products and are continuing to do so. In fact our Lux cables are one of the highest rated cables on Amazon and weve fulfilled tens of thousands of cable orders to happy customers. Our product range is remarkable and highly rated - the challenge with the charger products was with early manufacturing. This has changed. MAGFAST no longer accepts preorders and all orders are now shipped from stock. Any customer whose preorder was not completely fulfilled was offered voucher credits for double the full retail value of their unshipped products. During a recent livestream attended by thousands of our customers our CEO personally took full responsibility and outlined these major changes. As we make these difficult changes through our restructuring plan, we respectfully asked for patience as our small team works to give all of our customers the experience they deserve. This customer mentioned a cable order, however we only have 1 pre-order for him in our system which was for the charger products. Weve now refunded this customer in full for his charger order and hope that weve resolved things to his satisfaction. 

  Customer Answer

  Date: 10/28/2024

  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 and the matter has been resolved. MAGFAST please know your startup made promises early on in your live feeds that the product would be delivered by April. If you cannot fufill an order refund it. Dont punish the people who helped you get to where you are today. If you are selling cables on amazon there is no reason early funders shouldnt be the first to recieve thier product. 
  
  Sincerely,
  
  ********* ********
  
  
  
   
  
  

• Initial Complaint

  Date:10/23/2024

  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 ordered over 1600$ usd worth of Magfast products on a preorder Dec 2023. They are now trying to give me vouchers instead of refund and you have to spend an equal amount of money again to even use the voucher. They do not even have the products being developed that I pre-ordered and have restructured the business. I keep asking for a refund but they keep sending me emails trying to make me accept the vouchers. The last email was a guilt trip on needing to be kind so that others can receive their products and my refund makes it so 5 wont? And they also indicated how expansive their advertising and restructuring of their company has been. I just want my refund and Im getting nowhere.

  Business Response

  Date: 10/25/2024

  This complaint is about what we agree was, in the past, an unacceptable preorder experience. Our product range is remarkable and highly rated - the challenge was with early manufacturing. This has changed. During a recent livestream attended by thousands of our customers our CEO personally took full responsibility and outlined major changes to MAGFAST. MAGFAST no longer accepts preorders and all orders are now shipped from stock. (You can view the livestream on our status page at:  **********************************************************************).
  
  As we related in our correspondence and through our livestream and email updates, MAGFAST went through some extreme challenges with our early charger Pro Kit line that nearly caused us to shutter our doors -  if that had happened, no one would be getting anything, which is why we try so hard to encourage our supporters to stick with us and avoid refunds if at all possible.  We were able to narrowly avoid a shut-down, but only with a stringent restructuring plan. Why this matters so much, is that every refund has a negative and wide ranging impact on our small startup at such a critical juncture. In our previous replies to refund requests we did our best to remedy things without risking the future of the company, and were simply asking for help to keep the doors open and look out for the common good. However, it sounds like she is unable to stick with us through our restructuring plan.  Of course, we understand and we can't thank her enough for her earlier support and patience up to this point. 
  
  It looks like this customer was shipped a number of products toward both of her orders and has been offered a pro-rated refund for the remaining unshipped products.  We hope this settles things to her satisfaction

  Customer Answer

  Date: 11/04/2024

  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 and the matter has been resolved.
  

  
  Hello,
  I wanted to let you know that Magfast did resolve the issue and gave me a refund. Thank you so much for your help.
  

  
  Sincerely,
  
  ******* *******-*****
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/17/2024

  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.

  Date Nov 16, 2023 Amount $685paid total ----------Product Qty Amount MAGFAST Family Pro Kit EVENT SPECIAL SKU: MSKU-1CP-PK-TB-2X-AW-01-ES-0497 $100 Special Discount applied (Regularly $597) Includes Life, Extreme, Road, Air and TWO Walls both with Double-the- Power. Awesome.MAGFAST Extreme - FREE SKU: MSKU-1UP-LX-UU-PP-AW-01-ES-FREE The *** and 3Qi wireless super-charger that will even jump start your car. FREE.MAGFAST Jumpers SKU: MSKU-1UP-JC-UU-PP-RB-01-ES-FREE Use with MAGFAST Extreme to jump start your car. FREE because youre checking out within 30 mins right?1 $497.00 1 FREE 1 FREE MAGFAST Time for Apple Watch SKU: MSKU-1UP-TC-AP-PP-AW-01-ES-0129 The best way to charge your Apple Watch. $30 OFF with Pro Kit 1 $129.00 MAGFAST Care++ 6 Year Super Warranty SKU: WARR-NPK-**-**-C6-PP-01-ES-0059 DOUBLE MAGFAST Care Warranty from 3 to 6 YEARS adding both Damaged and Lost Product cover 1 $59.00 Sold Separately $1,061.00 You Saved Today $376.00 Total $685.00 -----I paid the entire $685 on Nov 16 2023 ---------- $685.00 WITHDRAWAL Withdrawal Debit Card Debit Card, MAGFAST LLC *********** NY Date 11/16/23 *********************** 4812 Card 6397 Post ************ 11/17/2023 02:12 AM ----------I have contacted them several times. Requesting the exact product, upgraded product ( since they said the original was not available) or refund. Now they want to give me vouchers for the product I paid for. And double it but the vouchers are only worth 50% when purchasing new product. Which means I dont get anything for free and I have to buy 2 X as much to get the original amount of product. Ive only seen fake products online. The only real product is a cable sold by ******. Which I didnt buy. They also discourage us from coming to you or going on line about this and say that no one wins if you do.

  Business Response

  Date: 10/29/2024

  This complaint is about what we agree was, in the past, an unacceptable preorder experience. Our product range is remarkable and highly rated - the challenge was with early manufacturing. This has changed. During a recent livestream attended by thousands of our customers our CEO personally took full responsibility and outlined major changes to MAGFAST. MAGFAST no longer accepts preorders and all orders are now shipped from stock. (You can view the livestream on our status page at:  **********************************************************************). We related all of this information to our customer in our correspondence and through our livestream and email updates. We were able to narrowly avoid a shut-down, but only with a stringent restructuring plan, which is why we try so hard to encourage our supporters to stick with us and avoid refunds if at all possible.  As a small startup we consider MAGFAST as a community, not just a hardware vendor, so yes, we do discourage our community from posting erroneous, negative information in public forums that would harm the wider community and our ability to fulfill our products.  In our previous replies to her refund requests we did our best to remedy things without risking the future of the company, and simply asked for help to keep the doors open and look out for the common good. However she stated she is unable to stick with us through our restructuring plan and has been refunded in full for her pre-order payment.  We can't thank her enough for her earlier support and patience up to this point. We hope this has settled things to her satisfaction. 
  
  

• Initial Complaint

  Date:08/09/2024

  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.

  I paid $500 for a suitcase on January 1st as a pre order, and they have now discontinued that suitcase and are offering a $1000 voucher but can only be used for half of a purchase. I just want my money back. The refund policy says if I dont like the item I could return it, Ive never even and wont ever get the item. Ive attempted to contact them every 2 months or so since January, and have never gotten a reply.

• Initial Complaint

  Date:07/15/2024

  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.

  On 10/28/19 I paid $38.50 on a pre-order for a product from a company called MagFast. Fast fw 5 years and I still don't have my product. In April 2024 the company owner held a live Zoom where he announced that everyone who'd made a pre-order should have received their products and to contact them if they hadn't. Since I fell into the "still waiting for my product" category, I emailed them. Instead of saying something like "so sorry, we'll get that out to you immediately" they tried to get me to invest MORE money in their failed venture! When I informed them of my intent to file a complaint, they simply have not responded - even when I gave them longer than the stated deadline. I'd like the product I paid for, or at the very least a refund.

  Business Response

  Date: 07/16/2024

  As we let this customer know in our auto reply email generated when she emailed us, we are are very small team and are currently experiencing an extremely high volume of outreach after our recent update on the future of MAGFAST, and so our response times are slower than usual.  We  are about 2 weeks out from answering emails and are doing our best to catch up. 
   
  We would like to kindly remind her that her order of $38.50 was part of a pre-order startup campaign.  Weve always said this would be a long process. Crowdfunding as a small startup company comes with many challenges and, yes, often times, delays. That, unfortunately is part of the nature of the business. We explicitly say, in the presentation we require our supporters to watch before pre-ordering, that they should not support us if they can't be in it for the long haul. We are just as frustrated by the delays in development and shipping as everyone else. There were major global supply chain issues due to COVID that we had absolutely no control over, but we worked hard to keep our business going when many others folded, and we have been on the precipice of folding ourselves. Developing the original products simply took way too long. We agree and cannot apologize enough.   I'm not sure what livestream or update she was listening to when ******* said products were being delivered, but he has never promised everyone that there products were on the way, ever.  We had divided people into batches and were shipping according to batch numbers, so perhaps he was speaking of a specific batch of orders that were shipping at that time.  All shipping information was on our status page and people have always been directed there for the most recent update on their orders. 

  
   ****** **** ************ **** ****** ******************. This review is about what we agree was a totally unacceptable pre-order experience. Due to feedback like this, we have discontinued accepting pre-orders in March 2024. To make amends, we are providing MAGbucks credits worth double the full retail value of any unfulfilled pre-orders. During a recent livestream, attended by thousands of our customers, our CEO took full responsibility for past mistakes and introduced significant changes aimed at improving your experience. You can view the crucial update from April 23 here: [PERMALINK TO APRIL 23 CRUCIAL UPDATE]. We acknowledge that our ************* response times are currently slower than desired. As we implement these essential changes, we ask for your patience and understanding. Our small team is dedicated to delivering the excellent service you deserve.
   

  Customer Answer

  Date: 07/17/2024

  i'm not sure what further clarification it is you are requesting. I paid $38.50 in October 2019 on a pre-order for a product I have yet to receive, even though they now claim, as stated in their most recent communication to me which I've attached to this statement, that they do have the product available. All I have ever asked for is to receive my product - and now I'm requesting the product or a refund. All MagFast has ever told me is they've got an unusually high number of emails and to be patient, and that they've experienced one delay after another; until the April 2024 "critical" Zoom presentation where company owner ******* confessed his failure and told all those watching they could either have their product - if they didn't already - or they could wait longer and/or invest more money. I no longer remember all the particulars, as the route I chose was to request my product as he instructed during his presentation. I'm certainly not interested in investing more money with these people. I've never pre-ordered a product before (and after this experience am not likely to ever again), but it seems to me that five years is more than enough time for them to follow through.

  Business Response

  Date: 07/18/2024

  We have been in touch with this customer directly and have now agreed on a satisfactory resolution to her complaint. 

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:
  
  I have received one of the products I ordered, and a substitute product for the second product I ordered. I am satisfied, and consider this matter to now be closed. Thank you for your assistance in providing a neutral space to work toward a resolution.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/17/2024

  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.

  I ordered from Magfast on May 29, ***************************************** what I thought was a legitimate business.I have contacted them on 8 different occasions to find out about my multiple item order, the 1st few times about expected delivery dates, the next few times and finally about the return of funds.I have been replied to, but with no satisfaction I was told to keep checking the delivery schedule, (which suddenly disappeared without reaching my group), but now redirects to an apologetic video which says they are going to make available "vouchers' of double the purchase price you originally spent ($1,491), so that I can use the "$2,982 in 1/2 off coupons" on the newer products.Which to me means, "If you want to use all the money we have of yours, you must spend more money to get it."This has taken over a year for me to report because they cunning delay tactics.I'm not sure if this is a "guarantee issue" as I thought I was guaranteed to receive the items at some point.I do feel what they are doing is criminal, but at this point I would be satisfied to just get my money back in the account I sent it from. I have heard that others have gotten checks that they couldn't cash. That would not be satisfactory.I ordered: MAGFAST Family Pro Kit EVENT SPECIAL SKU: MSKU-1CP-PK-TB-2X-AW-01-ES-0497 Includes Life, Extreme, Road, Air and TWO Walls both with Double-the- Power x 3 = $1,491.00 MAGFAST Extreme - FREE SKU: MSKU-1UP-LX-UU-PP-AW-01-ES-FREE The *** and 3Qi wireless super-charger that will even jump start your car x 3 = FREE MAGFAST Family Pro Kit SKU: MSKU-1CP-PK-TB-2X-AW-01-ES-FREE FREE Pro Kit because you chose 3 x 1 = FREE MAGFAST Jumpers SKU: MSKU-1UP-JC-UU-PP-RB-01-ES-FREE FREE because youre checking out within 30 mins, Right? x 4 = FREE Note: I used 2 of my personal emails in my correspondence.

  Customer Answer

  Date: 07/13/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by MAGFAST LLC regarding complaint ID ********.
  
  I am unsure what kind of anew attachments that might need to send.
  

  I was under the impression to just wait until they, MagFast LLC contacted me.
  

  Also, in the page before this it looked like I hadn't submitted any information about items and dates of original purchases, but they were all in the attached documents.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 07/16/2024

  This review is about what we agree was a totally unacceptable pre-order experience. Due to feedback like this, we have discontinued accepting pre-orders since March 2024. We have reached out to this customer directly to let them know that to make amends, we are providing MAGBucks credits worth double the full retail value of any unfulfilled pre-orders. During a recent livestream, attended by thousands of our customers, our CEO took full responsibility for past mistakes and introduced significant changes aimed at improving your experience. You can view the crucial update from April 23 on our status page at MAGFAST.com/status. We acknowledge that our Customer Care response times are currently slower than desired due to the volume of response they are receiving to the recent update. As we implement these essential changes, we ask for your patience and understanding. Our small team is dedicated to delivering the excellent service you deserve. 
  PLEASE NOTE: Today all MAGFAST Products sold are IN STOCK. READY TO SHIP. RATED 4.7* OR HIGHER BY OUR CUSTOMERS.
  
  

  Business Response

  Date: 08/05/2024

  We have been in touch with this customer and are working toward a satisfactory resolution.  We are waiting on her reply

  Customer Answer

  Date: 08/06/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/30/2024

  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.

  I made a purchase on May 31, 2023. This is when they still had orders available on their website. They also did not state anywhere at the time that it was backordered. So I assumed I'd get the product in a reasonable time. After I didn't, I checked the website to see that they were way behind production. Deciding that I could wait a bit if it meant getting a good product, I chose to not ask for the refund right away and instead waited over a year. After finally asking for the refund, they declined and offered me vouchers for their 2nd generation products (they never finished making the first generation). It's taken 7 years to partially fulfill your manufacturing and shipping duties with your current product. Why on earth would I want vouchers for your NEXT product when you couldn't even produce the first generation of products after 7 years? I respectfully declined and again asked for my refund. I've yet to receive any more communication from magfast. They also added a statement on their website basically forcing us to accept the voucher and to stop emailing them about it. I don't want the vouchers. I paid for a product I didn't receive, so it's still my money. I didn't donate through your kickstater, I purchased a product from your website and it wasn't delivered. I want the full refund amount of $100.

  Business Response

  Date: 07/16/2024

  This customer pre-ordered an item from our website that was not yet available to ship as an individual product.  The pre-order status would have been stated on the offer selector and again at the checkout.  Were sorry for the confusion over the delivery timeline. However, we do agree this was not an ideal pre-order experience. Due to feedback like this, we have discontinued accepting pre-orders as of March 2024. In the meantime, our company has begun undergoing a restructuring. To make amends, we offered MAGBucks credits worth double the full retail value of any unfulfilled pre-orders.  However in this particular case we were able to refund his order, and have notified him as such. During a recent livestream, attended by thousands of our customers, our CEO took full responsibility for past mistakes and introduced significant changes aimed at improving our customers experience. This crucial update from April 23  can be viewed on our status page at MAGFAST.com/status. We acknowledge that our ************* response times are currently slower than desired due to the volume of response they are receiving from the recent update. As we implement these essential changes, we ask for patience and understanding. Our small team is dedicated to delivering the excellent service you deserve.  PLEASE NOTE: Today all MAGFAST Products sold are IN STOCK. READY TO SHIP. RATED 4.7* OR HIGHER BY OUR CUSTOMERS.

• Initial Complaint

  Date:05/21/2024

  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.

  I contacted the company several time to find out where my products where and was told I was down the line on production because I chose the green products and that I would have a wait to receive product me being understand accepted this answer, then on April 23 they held a status update video thing and informed all customer that all previous gen 1 orders where going to be converted to a points credit to order the new gen 2 products because gen 1 was being discounted, upon further reading and understand the this update I discovered that the points would not be available to complete your order that they where only available to cover about 50% of the price for the new gen 2 products so I email the company a few times asking for a refund as this is a change in the terms of what was agreed upon at first purchase I will not spend more money to receive product with this company at this point Im looking to either receive the product that ordered and paid for a yr ago or a full refund of $828 its been 3 wks and I have not gotten a human response only a auto response

  Business Response

  Date: 05/29/2024

  We apologize for the delays in getting the Forest Green *** Kit products through production. 
  
  
  Its no secret that MAGFAST experienced a series of unfortunate challenges that impacted our ability to produce and deliver the charger products and nearly forced us to shutter our doors.  There was a critical need to restructure MAGFAST before that happened.  
  
  
  We consider MAGFAST an amazing community, not just a hardware company. The overwhelming message from our customers is that they would like to see the company make it through and deliver the potential of the next generation of chargers to everyone.  With our customers support we will get there, and everybody will get something even better than they pre-ordered in the first place.  
  
  It sounds like there was a little bit of confusion around the voucher program. As part of the restructuring plan we are offering a very generous voucher plan for any products not received that can be used toward the purchase of our new generation of chargers. The vouchers, while double the value of the amount paid into our project,  can be applied toward up to 50% of the purchase price of each new product ordered.  Going forward we will only be shipping products in stock and on demand, or those that are on their way to us from our factory. 
  
  Were sorry you wont be continuing on with us, however we want you to know that we value your early support and encouragement of our project, and hope you come back and check us out down the road. 
  
  Youve now been refunded for your payments.  We hope this meets with your satisfaction. 
  
  

• Initial Complaint

  Date:04/29/2024

  Type:Delivery 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.

  Original order was 9/16/23. Order number **************.Nothing received to date. I understand it was for a startup but 7 moths for charges is a bit long. I asked for a full refund.