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:10/09/2023

  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.

  This company takes peoples $ prior to verifying all of their information and then denies you, making customers wait on their money by way of refund. Please if you are a customer of this dumbfounded institution, call ahead and do the verification prior to them withdrawing funds. Lmao I set up a payment plan with my utility company so I will be alright without your approval ** I have a job and will just get the gpu that I need without your ignorance.

  Business Response

  Date: 10/30/2023

  Hello ****,
  
  Thank you for providing your feedback on our lease approval process.
  
  As we are an online business only, we need to verify a customer's identity before we can approve someone for a lease.  We request a prospective customer's verification documents only after the first month's payment is received, because we do not know the customer's intention until a transaction goes through.
  
  Transactions are routinely rejected for a variety of reasons (insufficient funds, for example), which is why we make a successfully processed transaction our gating event to then request a customer's verification documents.
  
  We also have our ordering and lease approval steps outlined on our home page (***********************************) and on our Lease Program Guide page (***********************************support/lease-program/).
  
  On our Lease Verification Requirements page (***********************************support/verification-requirements/) and on our Shopping Cart page, we state that a customer's lease order may not be approved if their past due utility bills is past due.  We have this policy as we do not want to overburden a customer with more financial obligations if they are already exhibiting financial distress.  We appreciate your understanding behind this "customer first" policy.
  
  Thank you,
  *********************
  President & CEO, Cutting Edge Gamer

  Customer Answer

  Date: 10/30/2023

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:10/20/2022

  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.

  leased **** video card from cutting edge gamer, and then later bought out lease. Card started failing and has completely failed. Normally I would warranty the card, but the turn around time is way to long. I use this card for video work and need my computer up and running as having it down is costing me money, I contacted cutting edge gamer a week ago and was told I would be able to purchase a card on Wednesday 10-19-2022. My system has been down since 10-10-2022. I was then told current customers get first shot at the new **** cards which is what I am waiting for. Normally had I not bought out my lease I would be a current customer and could upgrade, However my card is dead, I have bought many cards from these people and figured ***** would help me out. I asked the girl answering the phone to relay the situation to ***** and see if he would help me. She didnt. I sent in a ticket as advised by the girl who answers the phone and she would talk to *****, which of course didnt happen. I tried to contact the office again today and ***** was not available and the girl who answered refused to help me again.

  Business Response

  Date: 10/21/2022

  Our customer service agents here at ********************** are well versed in communicating with customers, especially when there is an upcoming product launch with very limited allocation, to use descriptors such as "around", "about" or "estimated to be" when talking about possible launch dates.  In fact, I sent a written reminder to all of our employees at 9:19am CT on Monday October 10th with that exact sentiment to ensure expectations were clearly conveyed to inquiring customers (an image of that reminder may be sent upon request).  We also cannot and do not hold parts for customers - it is a first-come basis here.

  We lease graphics cards here at Cutting Edge Gamer, and we have many customers who have active leases - these are our "current customers".  Customers who have purchased their graphics card through our buy out program are "past customers".  We also allow active lessees to upgrade their lease to another graphics card whenever they want.  As part of our leasing service and a value-add to active lessees, we provide a 24-hour time period for those interested in a new listing to upgrade to it before we list it to the public.

  As we do not like "they said, they said" type complaints, when ************************* called this past Monday October 17th, we asked him to send us an email about his questions on the *** 4090.  I have attached that correspondence here.  As you can read, I replied stating "We will list them as upgrade-only for the first 24 hours, as this has been our policy for years; however, like I mentioned, we will have plenty of stock leftover once we open them up to the public after the first 24 hours."  There is nothing in my reply promising ******************** an **************; In addition, my employee who spoke with ******************** over the phone did relay the conversation to me, and I wrote ******************** back in detail.

  My employee did not refuse to help ********************;  she was merely informing ******************** of our policies in as clear of a way as possible, which is not a refusal of service.  Our policies apply to all customers - we do not discriminate on an individual basis.