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: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.

  I received all the products purchased The Magfast extreme that was purchased stoped functioning about 2 months after receiving it I have emailed them 4 times and got automated reply every time shortly after a few days I received an email to join there live streaming which was about whats new with company Also about investing I attempted to call no answer left my email address and phone number and name Few days later I received a text soliciting investors Items were paid for in mid 2022 Received beginning of 2024

• Initial Complaint

  Date:04/22/2024

  Type:Product 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 ordered a charger from this company and it still hasnt been shipped. My card was charged on 12/3/23. I have emailed the company to get an update on when product would ship and they cant even give me an estimated ship date. I have sent two emails requesting a refund and they refuse to do it. My emails requesting a refund were 4/16/24 and 4/19/24. They responded but would not issue the credit. This company took orders and charged peoples cards to get working capital knowing their business model was a failure.

  Customer Answer

  Date: 05/17/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by MAGFAST LLC regarding complaint ID ********.
  

  The one response is attached but it doesnt state I will be getting the requested refund.  I have not received the product I ordered.
  
  Sincerely,
  
  *********************

  
  

• Initial Complaint

  Date:04/18/2024

  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.

  Purchased what I thought was a typical online purchase of merchandise. Its been three months and still no product has been shipped. Last month when I inquired about my purchase they said they were trying to manufacture as fast as they can and that my pre-purchase was more of an investment into the company which I was not aware of at the time.Still cannot get any more information to date.

  Business Response

  Date: 04/18/2024

  Hi.  This customer initially wrote in to ** with a request to cancel his pre-order with us on January 17th, 2024.  We responded with clarification of the estimated shipping timeline for his pre-ordered products and he responded with "Thank you for the update," but did not pursue the issue of a refund with us after our email.  We have now refunded him in full for his pre-order payment of $556.00 and let him know.  We hope this resolves things to his satisfaction. 

  Customer Answer

  Date: 04/19/2024

  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:04/02/2024

  Type:Order 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.

  Paid for charging equipment from this company and have received no product no update that was current and no response to emails

  Business Response

  Date: 04/17/2024

   Hi.  It sounds like this customer might not have understood that our chargers are part of a pre-order project where ********************** uses it's own rewards-based, pre-order platform and extend a special offer of deep discounts to our supporters in exchange for pre-ordering and paying for our products in advance of production, ( at a cost much less than the estimated retail value).
   
  This incentive makes development possible, as this particular type of project would normally only be made possible by a large, well-funded corporation. This allows us to raise the capital we need to develop and produce the products from launch to shipping. When someone makes a pre-order pledge toward ********************** products, their pledge (along with many others) springs into action and is used to build the tools that create, manufacture, and assemble the ********************** family products they are pre-ordering, before having them tested and certified, then packaged and shipped out.
   
  To complicate matters in working out our shipping schedule, however, not all of our products are becoming ready at once. They are coming in one at a time, unfortunately. We have pre-orders with varying combinations of products going back to our Launch day in March of 2017 and so we've been shipping out the products as they come in to our earliest supporters first and working our way down the list.   This customer was  assigned shipping batch #** which wasn't scheduled to ship until fall of 2024.  Those shipping estimates are posted on our website and readily available to all of our supporters.  It sounds like he either didn't understand that our products were pre-order products, or he hasn't read our updates with the shipping batch allocation and estimated ship times. 
   
  As he requested, we have now refunded him in full for his pre-order payment of $556.00 USD back to his credit card on file.  We hope this resolves things to his satisfaction
   

• Initial Complaint

  Date:03/28/2024

  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.

  I placed an order on 1/7/24 in the amount of $685.00. I have sent at least 3 email with no valid reply just an auto generate email reply. I have also called the number and left a voice mail and no reply via phone. At this point I would like my money back, Thank you!!

  Business Response

  Date: 04/17/2024

  This customer participated in a pre-order startup up project where ********************** uses it's own rewards-based, pre-order platform and extend a special offer of deep discounts to our supporters in exchange for pre-ordering and paying for our products in advance of production, ( at a cost much less than the estimated retail value).  This incentive makes development possible, as this particular type of project would normally only be made possible by a large, well-funded corporation. This allows us to raise the capital we need to develop and produce the products from launch to shipping. When someone makes a pre-order pledge toward ********************** products, their pledge (along with many others) springs into action and is used to build the tools that create, manufacture, and assemble the ********************** family products they are pre-ordering, before having them tested and certified, then packaged and shipped out.
  To complicate matters in working out our shipping schedule, not all of our products are ready at once, they are coming in one at a time, unfortunately and so we assign all pre-orders to shipping batches.  We have pre-orders with varying combinations of products going back to our Launch day in March of 2017 and have been fulfilling pre-orders based on the pre-order date.  This customer has a newer pre-order was assigned shipping batch #** which was estimated to ship in the fall of 2024.  All of our estimated shipping dates are posted on our website at **********************.com/status and are available to view at any time.  It sounds like this customer might not have understood that there would be a wait for her products.  We have now refunded her in full for her pre-order payment and hope this resolves her complaint. 

• Initial Complaint

  Date:03/01/2024

  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 have three charges of $126 on my credit card from Magfast LLC, I tried to make an order from them but was never given confirmation of the order, a potential delivery date, or any answer from customer support when I asked them questions the only thing they sent was spam like marketing emails and support emails saying their customer service center had a high volume of emails and theyd get back to me. I ordered this product on Oct 19th 2023 its currently Mar 1 2024. It was supposed to be on a payment plan but I wasnt even contacted when my payment was denied. Logging into the website showed me no record of my order, Id like to know why I was charged for something they never planned on filling, Id like the money credited back to my card, and if they wont refund it Id like my products delivered within a timely manner. I cant seem to get in contact with the business due to their high volume of emails which is obvious bs since I sent an email in Oct that was never responded to either.

  Customer Answer

  Date: 03/26/2024

  At this time, I have been contacted directly by MAGFAST LLC regarding complaint ID ********, however my complaint has NOT been resolved because:

  They have not issued a refund as offered 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business Response

  Date: 04/17/2024

  This customer placed a pre-order as part of our pre-order sales project for our MAGFAST charger system utilizing a 6 month payment plan.  However she did not complete her full payment plan and wrote in complaining about not receiving her products.  We have now refunded this customer for all 3 of the payments she made toward her MAGFAST pre-order and hope that this resolves things to her satisfaction

  Customer Answer

  Date: 04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Since yall did not reply to my complaints in a timely manner, I disputed the transactions with my credit card company. Please take it up with them since I dont see that youve refunded me.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/30/2024

  We did respond to this customer and let her know that we refunded her in full for her 3 payments toward her 6 pay subscription.  If a cardholder receives a refund after filing a chargeback, they should notify their bank that the chargeback is no longer necessary.  Let us kindly remind this customer that double dip refunds constitute fraud and are illegal.  Please see the accompanying correspondence that show we in good faith refunded this customer as she requested, even though it was well after our refund window had closed and she did not complete her promise of paying in full for her products. 

• Initial Complaint

  Date:02/05/2024

  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 got the cable through attending an online seminar. It was free to get your first cable however I believe I paid ***** for an adapter and shipping. The cable was presented to have a lifetime warranty for damages that weren't excessive or out of the ordinary wear and tear once registered. I used my cable around 3 months when it developed a typical short near the end of the plug. I have made multiple attempts to contact the company through their provided email which seems only to generate repeat generic emails regarding shipping lots which has nothing to do with my issue. I simply would like a replacement cable as it was presented with the warranty. I understand it was a free cable but I did pay for shipping and an adapter. The whole reason I bought it was the feeling of security from the warranty as it was presented as a major selling point.

  Customer Answer

  Date: 02/06/2024

  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:01/22/2024

  Type:Billing 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 single item online (Pro kit $556) and was charged for TWO. I attempted to contact the company multiple times. By email: they send an auto-generated boilerplate email. By phone: the *** says to send an email. By FB messenger: an auto response says to send an email. By ******** an auto response says to send an email.I want to cancel my order and get a FULL refund.

  Business Response

  Date: 01/29/2024

  This customer placed 2 different pre-orders with us on Jan 13th approximately 20 minutes apart.  Our system shows that the first order was placed 1/13/2024 at 12:17:27 AM and a 2nd order was placed 1/13/2024 at 12:36:32 AM  Please see the attached transaction receipts from our credit card processor. She first emailed  us on Jan 13 at 21:43 accusing our system of double billing her.  This is categorically false. 
  
  She placed both orders herself. Our offices were closed at the time of her first email  Additionally our customer service team is currently experiencing a very high volume of outreach and so our response times are much slower than usual.  We make sure to let our customers know this with a auto reply email, stating that an agent will get back to them as quickly as possible. A copy of this response is attached.
  We responded to her letting her know that we had refunded her duplicate order before seeing her subsequent email. She had only requested a refund for 1 of her orders  She was sent a refund confirmation receipt for her records.  We show that our response was read on 1/19/2024 4:55:26 AM Central Time (US & ******) by recipient. She had reached out to us again on Jan 18 18:45 this time making threats. A copy of the email threads are attached. She wrote back in on Jan 19 at 13:10 demanding that we refund her double charges.   We responded Jan 19 at 15:45 and refunded her remaining active order sending her a confirmation of her refund.  We show that email was opened and read on 1/19/2024 5:46:52 PM Central Time (US & ******) by recipient.
  
  She also posted on our social media platforms claiming that she was fraudulently charged, which is categorically false. 
  She again wrote to us on Jan 22 11:23 saying that nothing had been refunded and that the credit card we refunded to was an incorrect number.  This is impossible since the credit card processor always refunds back to the original source.  We once again replied with a copy of her refund receipt letting her know our information was correct and to reach out to her credit card company directly. 
  We were notified that she attempted to file a chargeback with her credit card company even though she had already been refunded. 
  She also filed a complaint with the BBB at this time, even though she had already been refunded.  
  Weve done everything we can to address this customers concerns. She had already been refunded in full for both of her orders at the time of this complaint.  

  Please see the record of our correspondence.   We hope this resolves things to her satisfaction.  If the customer still has questions about her refund she should also contact her credit card company directly. 

• Initial Complaint

  Date:01/19/2024

  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.

  April 16, 2023 order and payment of $497 by internet.Order #* **************, three items: 1) Magfast Family Bundle, SKU: ****-*************************** $497. 2) Magfast Extreme, SKU: ****-1UP-LX-UU-PP-AW-01-ES-Free, 3) Magfast Jumpers SKU;****-1UP-JC-UU-PP-RB-)1-ES-Free.Contacted Magfast in mid-December '23, to determine when delivery is anticipated. I keep getting emails that say how many emails they are getting, with no anticipated date. They tell me that they are ***************** at least one of the items, and yet say they have delivered a bunch of "Batches" to others. They have my information and yet they are not telling me in any way I can determine how those Batch numbers match up with my order. The last email from them asked me to give the order number and specifics when I sent that back in December. However it might appear to them, that adds up to a stall, if not a complete runaround. ******************* 1/18/2024

  Business Response

  Date: 01/19/2024

  The MAGFAST chargers are part of a pre-order startup project and some of the products are still in development. Before being allowed to pre-order our charger products, we ask that customers come to an online video presentation letting them know that there will be a wait of the products. We have now shipped a substantial amount of the back pre-orders, but there is still a backlog that we are working to catch up with. Customers are given a shipping batch and estimated ship date.  We also post this information on a status page on our website that is readily accessible. 
  
  
  This customer first placed a pre-order, #**************, with us on April 16, 2023.  He first reached out to our customer care team on Jul 13, **********.  We replied to him on Jul 14 06:26.
  
  
  He reached out again on Dec 15 at 19:41 and once again a few hours later on Dec 15 23:05.
  Our customer service team was experiencing a very high volume of outreach due to the holidays.  We sent an auto reply to both of these emails letting him know that our response times would be slower than usual and to please be patient.  We replied to him on Dec 22 13:13 with information on regarding our shipping timeline. 
  
  
  He again wrote to us on Jan 14:19.  We are still experiencing a high volume of outreach and initiated an auto reply to this email letting him know there would be a delay in our ability to answer and please be patient.  He wrote in 2 more times the same day at Yesterday 14:58 and Yesterday 15:02. In the final email he asked for a refund.  However he didnt wait for reply but went ahead and file a complaint before we could reply to him
  
  
  We replied today and issued a  full refund as he requested.  Please see the accompanying documentation of our email responses. 
  
  

  Customer Answer

  Date: 01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  We have settled this matter to my satisfaction. 

  I understand that a copy of this note will be shared with the business and the case will be closed.

  Thank you for your prompt and professional assistance.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:12/15/2023

  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 purchased the magfast charging cord in April 2023. In December I started trying to contact the company about the supposed quarentee. I tried to sign in on the website it stated I was locked out. I tried several different ways to sign in, contact until I finally commented on their add on ********* I recieved a reply that told me to email them. When I said I tried but it would not allow me to. They replied they had recieved 3 emails which I never could email them and had no sent emails to them. I did try three times. So again I emailed was sent a reply to go to a website and check the status and still was locked out. I called a phone number that I found and all it says is production updates and leave name email and number. I've recieved no response to that. They quit replying on the ad, they have me locked out so I can't do anything and I'm just done. They advertise that they guarantee the product then lock you out so there's nothing you can do

  Business Response

  Date: 01/09/2024

  This customer participated in a free giveaway and received a free cable paying only the shipping and handling to receive the product.  This was not a purchase. Even though this was a free product, we stand by the quality of our products.  Our customer care team has been receiving a very high volume of outreach due to the past holiday season and we let everyone know this through an auto- reply email they receive directly upon contacting us.  Although our response times have been slower than usual, we answer each outreach as quickly as we can.  We have responded to this customer on each of the 3 different emails she has used to communicate with us regarding her concern, (she has 5 in total and has called as well). We do see that she has opened and read our correspondence but has often not replied back to our requests or replies using a different email.  People are usually locked out of their account from trying to sign in with the wrong credentials too many times. There isnt a person there intentionally blocking anyone.  Shopify, which is the account platform we use, has a strong fraud alert system in place for the protection of the customer and so when someone repeatedly enters the wrong information they are blocked for a period of time.  The only thing she needs to do is to wait for the system to reset and enter the correct credentials for her account. We addressed her concerns and sent her a warranty form to fill out in response to her complaint about her product.  She completed this and her warranty replacement cable was sent to her relatively quickly.  We show that she received it in December. We hope this customers complaints have been satisfied