I will start by highlighting the GOOD about frozencpu:  
 
1. Extremely fast shipping  
2. Broad selection of watercooling parts  
3. Responsive phone service, which I prefer to email  
4. Polite phone service when you are BUYING something  
 
Now, I will highlight my reasons for giving FrozenCPU 1-stars:  
 
1. Expensive shipping - greater than the benefit of fast shipping justifies in my opinion  
 
2. Overall I find their pricing to be high in comparison to their competitors on equivalent products  
 
3. An unreasonable return policy that actually serves to irritate customers and reduce the profitability of FrozenCPU.  
 
4. Phone service is rude and unfriendly if you are NOT calling to spend money  
 
I spent a couple hundred bucks at Frozen CPU after reviewing their wide selection of water cooling pc products. I'm used to dealing with some of their competitors where the return policies are fair and reasonable...now you could say shame on me for not reading the fine print on returning water cooling parts, but in 2009 how many online companies actually refuse returns that are in new condition?  
 
[I suggest everyone read this policy before clicking "buy" at Frozencpu].  
 
When I called to place my order (spend $) the staff was EXTREMELY friendly and helpful with questions and suggestions. When I called to ask for an RMA on water cooling parts I dealt with the exact opposite. The owner, who I spoke too, hung up on me at least 3 times. He didn't like that I told him that his policies were unreasonable and I was unlikely to shop there again. Mind you, I only said that I was not likely to shop there if he didn't consider working with me on a return. I did not call him names or use any 4-letter words, but I can tell you "fair play" in phone negotiation was not the game he wanted to play. He tried every trick in the book to upset me with yelling, hanging up on me (3 times), cursing, and arrogance.  
 
He kept quoting the policy on NO RETURNS for water cooling parts.  
 
What I find particularly perplexing about this scenario is that FrozenCPU could have made money off of me four times...once for the product (priced at a premium), twice for the shipping (also at a premium), and three times for a restocking fee of the water cooling parts I did not want to use, and fourth (or more) on future orders...instead the owner alienated a customer.  
 
As a comparative, I bought well over $4,000 in components to build this particular machine. I shopped with at least 3 other competitors whom all sell the same type of water cooling products as FrozenCPU and I can tell you they all accepted returns for un-used products without ANY hassle.  
 

This review was modified by its author, Timberman, on 9/30/09 6:40 PM.

The worst customer services and at that I ever saw.  
Wrong information in the site lead to the purchase of a wrong components and then the suggestion was to buy a new one.......  
Any thing that wouldn't be for free, since the mistake was done by FrozenCPU, would be unacceptable.  
Paying twice for something don't seem to be correct.

This review was modified by its author, paucorre, on 9/14/09 4:34 AM.

The ordering process went smoothly, but make sure you check return policies for your items before you purchase.  
 
After ordering a Domino ALC cooling unit for a new PC I tried fitting it in my old case and even purchased a new case and it still wouldn't fit due to motherboard design and heatsinks. After inquiring about a return for a different unit or heatsink their reply was "Unfortunately liquid cooling products can only be returned for repair or replacement of same item only."  
 
This would have been fine if it was stated up front with the order, but you have to look for yourself to find it.  
 
I'd heard good things about frozencpu, but after wasting nearly $100 on something I cant use I'll be taking my business elsewhere.

What i wrote before is because they made me write it or else i could not return the domino cooler that did not fit my case. This place is crapt and if i were you i would stick to newegg.

This review was modified by its author, Jay23, on 5/9/09 9:19 PM.

Got my order and one fan is not working, I have to pay shipping now to resolve this? it does not work right out of the box, why should I be responsible? and I think using the example of:  
 
" Similar to a walk-in retail store, they will not send someone to pick up your product or reimburse you for any transportation costs"  
 
is like comparing apples and oranges, its does not cost $10 to drive to the store next to my house to change something, but it does cost around that much for me to send this product back for replacement, I find it offensive for somebody to try and suggest to me that paying for RMA shipment is the same at sending somebody to my house, to begin with in one scenario a person is going door to door and in the other scenario its a package going door to door, if frozencpu finds a human and a package to be similar, then I suggest frozencpu come back down to earth and with the rest of us and start being more realistic. On top of that, stores don't ask us to wait 5 business days before we bring in our faulty product for change (shipping time back to frozencpu)or 5 days before we get the replacement of our products either (shipping time back from frozencpu), so the 2 scenarios of "walk-in retail store" and "frozencpu" are nothing a like, not to mention that its offensive to suggest we are too stupid to be able to tell the difference between the two, does frozencpu think we are all mindless idiots that can't tell the difference between the two?  
 
I mean newegg, amazon and every other reputable company will cover RMA costs, so far I have lost time and now more money because I chose to buy from frozencpu, if I had gone to newegg or amazon or any other reputable company, they would have covered the shipping to them and back to me for a product that didn't work right out of the box.  
 
Needless to say I have better things to do with my time and money, and this is the last time I buy here, if you don't want to pay shipping for a product that did not work right out of the box, not to mention first having to wait for them to get the RMA product, then wait even longer for them to ship the product back to you, then don't buy here, and I paid extra originally for faster shipping, now that was a waste also.  
 
This makes it very simple for frozencpu to not be responsible for the quality of its products, they don't care, if it does not work right out of the box you pickup the tab, so they have nothing to lose but we do.  
 
Don't buy from a company that makes you pay for RMA cause this allows them to be as careless as possible cause they don't have to pay if they make a mistake we do.  
 
Well my mistake but in the long run your loss frozencpu, I'm a member of a very reputable PC builder's website where I help atleast 20 people a day for hardware stuff, and I could have send lots of referrals your way of people who are modifying their cases for better airflow or overclocking, but now you couldn't pay me to refer you, I would never refer a company that takes no responsibility for the product they ship, hope the shipping cost was worth all the referral loss you are going be experiencing at least from me ;)  
 
If you are reading this then I highly recommend you read all the "low" feedback rating comments left from other then myself so you know what you are getting into. I make the stupid mistake of thinking just like everybody else they cover shipping for stuff that does not work right out of the box, it was stupid of me to not double check that and think they are considerate enough to cover their own mistakes, in short I was stupid to buy here, my mistake, my fault, won't happen again ;).  
 
looks like frozencpu has responded by saying:  
 
"well here's Newegg's policy  
 
Does Newegg.com pay the return shipping cost for defective merchandise?  
 
No, Newegg.com does not pay the return shipping cost for defective merchandise."  
 
thats most interesting, now I'm convinced that frozencpu thinks we the customers are idiots, cause they are saying newegg does not cover RMA, but here is what newegg's policy for RMA:  
 
which by the way don't take my word for it, everybody can check it for themselves: http://www.newegg.com/HelpInfo/FAQDetail.aspx?Module=6  
 
"The RMA Process in Four Easy Steps:  
1.Create an RMA for your item  
Your product needs to be returned with an RMA (Return Merchandise Authorization) number so we can identify it. You can create an RMA on-line, or request one from Customer Service.  
2.Send the product to Newegg  
Once your RMA is issued, you can print a UPS shipping label from our web site!  
Box up the item you’re returning and send it to:  
Newegg Returns  
ATTN: [Your RMA Number]....  
If you choose not to use our UPS shipping label service, we recommend using a courier who provides package tracking and basic insurance coverage.  
3.Your RMA is Received and Approved  
You will receive an email once your shipment is received at our RMA facility.  
You will receive another email once your package has been opened and your RMA has been reviewed & approved. It usually takes 2-5 business days from the time we receive your shipment to review and approve your RMA.  
RMA Resolution  
If you requested a Replacement, a new order will be generated once your RMA is approved. You’ll receive standard email updates for the replacement order, just as you would for a newly placed Newegg order.  
 
And here is their return policies, standard return policy is "Return for refund within: 30 days" or "Return for replacement within: 1 year" and standard 30 Day Return Policy is "Return for refund within: 30 days" or "Return for replacement within: 30 days" you can see that for yourselves here also: http://www.newegg.com/HelpInfo/ReturnPolicy.aspx  
 
so lets review, it looks like not only does newegg cover the shipping cost but you can even print the shipping label from their own site. So there is nothing standard about frozencpu's return policy of faulty products.

This review was modified by its author, Rmorph, on 4/22/09 2:39 AM.

This was a big disappointment. This was to be my first purchase with Frozencpu.com, I ordered a waterblock for my graphics card. Shortly after ordering it I realized that I had ordered the block for G90 instead of G92 cards. So I e-mailed to have them cancel the order before it shipped. They never responded, when I called in and got someone, they let me know that even though the order hadn't shipped yet, there was either a cancellation fee on the total amount of the order or my only other option was in-store credit. I've never been treated so rudely by a customer service rep. When I asked if there was any way he could waive the ?% cancellation fee he screamed at me to look at their refund policy online and ended up hanging up on me. It's too bad there's not more competition for water cooling products.

Good selection, quick shipping. However, I don't like that there is no way to cancel an order. I submitted an order, and shortly thereafter found that I am not going to need the ordered piece after all. In this day and age of electronic order systems, that seems a bit out of date, ESPECIALLY for a company selling computer parts.  
 
In reply to their response, I'd like to point out this item under policies, and I quote "ORDER CANCELLATIONS ARE NOT ACCEPTED OVER THE PHONE, EMAIL OR BY FAX." I found that under their "Exchange and Cancellation Policy". I'd also like to note that I "applied for a coupon code" because they offered one for a review on here. I may or may not order from there again, but it appears that the reps which reply to this reviews are unaware of their stated policies.  
 
And in addition, now they are claiming that I did not in fact even order from them, I had to provide documentation to Resellerratings.com to prove I had a valid order! Wow, that seals the deal. Shady practices such as this in response to a not perfect review will DEFINITELY keep me from shopping there again!!

This review was modified by its author, masterwolfe61, on 1/14/09 4:30 PM.

No complaints about shipping or selections these two things are fine. Customer service is horrible. I have placed three orders from them with a total of over 300 dollars all together. This last order was 126 dollars and i had a item that was installed and a bracket broke on it. I used the item as meant to be and the bracket still broke. I called them asap and explained what had happened and they wanted to charge me for the item but not shipping. They wanted to charge me 5 dollars for the bracket instead of calling the company to get replacements for me at no charge. I spoke with the store owner about the problem three different times because he hung up on me twice. I was very polite the entire time and i wanted to make things good with them but he refused to send me it free of charge. He proceeded to blame me for the breakage and refused to call the company because they are in Germany. Here is a link to what happened in further details with a pic. I sent this to the owner and he logs on says how I was manic witch was a lie and that i threatened him with internet posts.  
 
Funny thing of all i left a testimony on there web site witch has not posted even though they just added one for oct 30 and i posted a negative one before that witch is not shown. I do not trust these guys and they failed to take care of a customer for 5 dollars so now they will make no further profits off of me. I will never spend my money with them and if anyone buys from them i hope they will not have an problems with the items becuase it will be a fight with them!

This review was modified by its author, joe003, on 11/13/08 6:48 PM.

Ordered specialty computer case on Thursday nite (9/4/08) and was told item was in stock and would be shipped that evening . . . I paid for 2nd day air delivery . . . was told my package would arrive maybe Friday because I was in California but most likely Monday. Monday came, no package, Tuesday came and still no package. I contacted Frozen CPU by e-mail on Tuesday evening and then by telephone on Wednesday. During my call on Wednesday, Geoff told me that the factory had to evacuate for some reason and that was why my computer case was held up a couple of days. I asked for a tracking number but never got one. Geoff called me back Wednesday afternoon and then told me that a small glitch was found on the computer case and that it was being fixed by the guys at CSX (what happened to the factory evacuation?). So, six days after purchasing my computer case and paying for 2nd day delivery, it was never shipped and I got two different stories as to why. I suggested they overnite the computer case to me (at no cost to me due to the delay) and Geoff declined. I cancelled my order and will never do business with Frozen CPU again.

For a company that proudly displays the Better Business Bureau logo and loudly proclaims their motto "World’s Largest Selection of PC Modification Supplies & Same Day Shipping", one would expect more.  
 
03-31-2008 I placed an order and receive email verification with their time of 10:09:23 AM. Their same day shipping policy requirements state “orders placed before 6PM EST on any given business day (Mon - Fri) and all items are in stock”. So when I received an email at 7:20 pm that same day stating “We are emailing to inform you that your order #xxxxxxx has shipped via FedEx Ground (this was a selling point for me because I prefer FedEx over UPS as packages from UPS often come damaged at my house).” I typically like to track my shipments so I attempt to use their tracking link and was informed that the information has not been entered on their side.  
 
04-01-2008: I attempt to track the package again and get the same no information message. I sent an email to the “Order Tracking Domestic and International” address listed on their Contacts webpage. I have yet to see a response to that email.  
 
04-02-2008: In the morning I attempted to use the “Chat With Us Live”, but they didn’t have anyone live. The applet provided a “leave a message” feature so I left a message. I’m still waiting on a response to that message. I tried again in the afternoon and gave up after 2 hours of waiting for the next available representative.  
 
04-03-2008: Tried the “Chat With Us Live” again; left a message in the morning and waited another 2 ½ hours in the afternoon. At this point I decided to call. The person I talked to was kind, considerate, and apologetic, but was unable to provide me with a tracking number for the order. After providing explanations and excuses, he promised to email me the information before the end of the day; he did not.  
 
04-04-2008: Check my email just incase an email was sent very late the day before; still nothing. I call them in the morning and the same individual provided the tracking number. After hanging up the phone I went to the FedEx website to track the package (remember, the shipping notification email stated FedEx Ground) and they have no record of the package. Meanwhile, I receive another email stating my package was shipped via UPS!?! I track the package at UPS and find that the package did not ship on 03-31-2008, but was shipped on 04-02-2008 two days after I was originally notified!  
 
When I order products I make specific plans for those items; in this case installation was planned. Personally, I am sick and tired of being jerked around by online businesses that don't deliver what they promise. I prefer the truth instead of empty promises. When I called to complain and stated that I was going to write a bad review, the representative tried to “buy me off”. Why don’t they ever understand that they already had their chance to “buy me” and failed?  
 
Follow up to the vendor's response:  
 
1) The problem wasn't that they sent the product two days late, but they informed me by email that it was shipped two days before it was actually shipped.  
 
2) In my opinion offering to return or reduce prices when a problem occurs does not fix the problem it only reduces the pain the problem caused. If they really wanted to fix the problem how about overnighting the order so that it arrived when expected. I would have gladly returned the extra product when it arrived.  
 
3) I am unaware of when I requested a 10% coupon; most likely some check box that didn't clearly state who the coupon was for. I don't want it nor did I ever want it.

This review was modified by its author, ggeithman, on 4/8/08 7:13 AM.

Buyer BEWARE!! I loved these guys at one time now after ordering several things that dont match up with the advertised specifications I realize that they are horrible when it comes to stating the actual product specification as well as accurate pictures of the actual product. They just lost a lot of business due to false advertising. The LEDS I boght are yellow not green, and the lights are not UV and one is DOA while the other bulb is very dull. Surprisingly disappointed. Buy from them and you'll get what you don't deserve, marked up junk.

This review was modified by its author, xgamerpc, on 1/21/09 8:06 PM.

My $100 FrozenCPU Cosmos side panel with window arrived today(part# cpa-228) and I was extremely disappointed.  
 
First of all, instead of being a right side panel, it's a left side panel which does me no good at all, now add the fact that whoever cut the window did one hell of a sloppy jog with small cracks on the lower left hand side of the window.It's obvious that there was no quality control or even testing to see if it was the right panel.  
 
Like any pissed off customer, I called them, one guy gave me good service, when I mouthed off about how pissed I was because of what I received a second guy hung up on me (I can be a tough basterd), but considering what I got, I had a right to be to be upset, after all it was a gift to me from my wife.  
 
The one person who tried to help me on my second call, said he would be mailing me a pre-paid FedEX label so I can return the panel (I didn't want to give them a second chance, since they didn't have any panels in stock) at which time I'm told I'll get a refund. I won';t even consider buying from them again.  

This "company" is the most unprofessional internet company that I've ever heard of. I provided my email address so that they could email me when an out of stock part was available. They then sent me an email stating that it was in stock. I ordered the part then found out it was not in stock. They deducted the money for a part that they did not have in stock to ship from my credit card. When I informed them that I wanted my money back they sent me an email that was a personal attack and informed me that I would need to press criminal charges against them to get anything. These are little kids and I warn anyone considering doing business with these jerks to avoid them. The president of the company informed me that he is waiting for me to take legal action instead of refunding my money. They are of the very lowest order when it comes to business ethics and professionalism and I cannot state more emphatically that people should stay away from these amateurs. They will challenge you to sue them if you don't like how they treat you which will likely include bold-faced ripping you off. I am retaining an internet fraud attorney to deal with them at a cost that far exceeds the money that they stole from me.  
 
*Update*  
I stand by my claims of how this "business" operates. A public accusation of libelous statements when those statements are in fact honest and complete is called slander. FrozenCPU's response to my criticism only reaffirms what I have said previously.

This review was modified by its author, Robotaz, on 11/26/07 7:58 PM.

I called to verify they had items in stock, was told they did, beside the excessive shipping charges, on the following day I get a phone call at the end of the day saying they didnt have the part and would have to substitue for a different item. The only reason I ordered from these guys was they where somewhat local otherwise I would have had to expedite shipping from west coast. Besides not getting what I orginally ordered now I am having to wait 11 days to recieve item possibly loosing a sale and costing me even more money. I will not buy from them again.

Brutal attitude towards customers by owner of FrozenCPU.com ranging from refusing a return to threatening legal action in response to sending back an order. Misrepresentation of item specifics, overpriced items, and sporadic quality of packaging.