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Business Profile

Online Retailer

MAGFAST LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 48 total complaints in the last 3 years.
  • 13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/22/2024

    Type:Product Issues
    Status:
    Unanswered
    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.

    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:
    Resolved
    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.
    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,

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



     

    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. 

  • Initial Complaint

    Date:04/02/2024

    Type:Order Issues
    Status:
    Answered
    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:
    Answered
    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:
    Answered
    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.

    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:
    Resolved
    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.
    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,

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



     

MAGFAST LLC is NOT a BBB Accredited Business.

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