ordered on January 7 sent my package to some cross referenced po box # in another city  
talked to three different reps all promising me it would be reshipped overnight  
still have not received this order

This is a revision to my earlier review. I had run into issues in getting a refund processed, resulting in several different unproductive conversations with customer service.  
 
As a result of this review, Macmall contacted me, offered to make it right, and resolved my issue. The refund has been correctly processed. I am appreciative of their efforts and the resolution. I do wish that it had been resolved through normal (and straightforward) interactions with customer service, but it is notable that they cared about their reputation and took steps to solve the problem.  
 
Overall, good prices, good delivery turnaround and packaging, and the rebates were all processed correctly. Bad customer service interactions (told they would handle something, but repeatedly did not address my concern), ultimately, my issues were resolved.  
 
I am ambivalent about future orders with them. At this point it's a 'maybe' for me.

This review was modified by its author, chris987654, on 1/25/10 6:29 AM.

Awesome products & price. Cheap $11 Overnight shipping! So-so customer service.. I got the first guy really good and helpful and actually happy. The second guy however was a real downer..He must of hates his job... :/ But i give 9/10!

Ordered sennheiser headphones. Got them 3 days later. They worked. No problems.

I am re-evaluating MACMALL. After my complaints/issues stated earlier today about their misleading shipping methods, I did receive a courtesy call. The representitive was very polite and professional. He made good on my shipping costs with a fair refund and more importantly apologized for any frustration I experienced. This says alot about this company and I do greatly appreciate the time they took in making me happier.  
Also, I did recieve my order today. I am very satisfied and received every thing I ordered.  
 
Thank You MacMall!

This review was modified by its author, rachela, on 1/11/10 6:02 PM.

_____________  
BUYER BEWARE! Return Policy is a Disgrace.  
 
Bought headphones, new in retail box. Grand total w/shipping $86.98, but I only end up with $61.60 after restocking fee and 'extras'. So my 'restocking' fee may be 15% but my TOTAL RETURN FEE was actually 30% NOT 15%. Read on I will explain. Box was not sealed but they were brand new. Carefully I unpack item. I didnt like them at all so had no use for them (they were not damaged, I was just disappointed in them). Within 20 minutes I carefully repacked item exactly as received.  
 
I already knew the return policy from Website "Returns may be subject to a minimum 15% restocking fee." It says MAY, not WILL. And it says MINIMUM 15%. What will they deduct on a more expensive item? I called for RMA# spoke w/rep and was told my restocking fee would be 15%. I argued every which way but that was final. In my mind MAY be 15% means returning an incomplete or buyer damaged item or past the 15 day return period, but NOT on a brand new retail item returned in perfect condition! Now I can understand a printer cartridge or a hard drive or something that goes in your mouth or I cant think of anything else.  
 
$76.99 less 15% = $11.55 Shipping $9.99 My shipping cost via FEDEX $5.84. GRAND TOTAL LOST is $25.38 out of $86.98 which is 30%! My workplace has a high volume discount with FEDEX of 35% on ground, if I did NOT have this discount for shipping the item back I would have cost me $9.84 instead of $5.48… So my total loss would have been 35%... even more if I wasn’t able to ship from work and had to go to a shipping store to ship!  
 
Any retail store and virtually ANY reputable online store would never pull this crap so why buy from MacMall??? Also may will even send you a return label for FREE returns. I certainly will not make the same mistake twice. Unless MacMall is the only source for life-saving cancer medication that a loved one needs I wont be shopping there.  
 
FYI – I have over 12 years Internet sales/marketing experience and still work in this field today. I KNOW how to negotiate so if you think you can get the 15% restocking charge waived think again. Remember you WILL be charged a MINIMUM of 15%  

This review was modified by its author, chasilla99, on 1/9/10 3:35 PM.

I last placed an order with Macmall (PCmall, eCost, etc.) about three years ago. I was so disappointed with the customer service refusing to allow me to return something after only having the product for three days (didn't work as advertised from manufacturer; Macmall refused to give me a refund so I had to keep it; the manufacturer later came out with a firmware update that fixed the problem so the product works like it should have from the beginning, but I had to wait over a year before this was the case!) that I vowed never to buy from Macmall or any of their affiliates ever again. Well, I was in a rush and had to spend some money before the end of the quarter and it seemed that Macmall had the best price, so I decided to give Macmall a second chance and go back on that promise (after all, before that previous incident, I used to be a very satisfied customer; but then again, this was when macmall had people answering the phones who sounded like english was their first language, if you get my drift...; I am convinced that the current call handler's they employ in some distant land only get paid by how many refund and return requests that they can deny in a single shift!). Wish I had stuck to my guns...  
 
Within a day, the order showed up in my online account has having shipped via UPS, but with no tracking number. After three days, this was still the case and I thought that was rather odd. So I called up and was told that, in fact, UPS wasn't shipping the order and that I would instead receive an email with the serial # for the product. OK I thought, I didn't really need the packaging anyway and the price was good. Well, after 20 days of waiting and not receiving anything, I decided to call them up to today. After bouncing around a few times between reps, I finally got into a conversation with someone who could "help". She couldn't explain why I hadn't received my license yet, but asked me to hold so that she could find out. After being put on hold, she came back and said that she would have to call me back.  
 
At this point, I said to myself, screw it, I'm tired of playing their games and demanded that she cancel the order. She was very reluctant to do so and we fought on the phone for a few minutes before I again requested a refund, at which point she verbally caved in and agreed to give me a refund.  
 
Well, less than three hours later... I get a phone call from the same rep stating that I should now have received the email for the license. This made me rather incensed because I had already requested a refund and cancellation on the order because I no longer wanted to purchase the product from them. She acted oblivious to this request, and tried to tell me that what's done is done. The best part of all of this is that while she was quite confident that the license had been sent to me, it in fact had not!!! Apparently, even though Macmall was able to send me the invoice for the order to the proper email address, they had been leaving a character off on my email address for the actual license, and therefore who knows who has been receiving my software license? Anyway, I told her this was unacceptable and that I definitely, positively, wanted a refund, to which she agreed (for the second time). I haven't seen the refund in my bank acct yet, so I am quite sure that I will have to contact BBB and possibly the attorney general's office to make sure these assholes stop trying to pull this shit on people. Unfortunate that you can't rate these guys a complete ZERO!!!

This review was modified by its author, csdesigns, on 1/8/10 8:47 PM.

I order a 52” Sony Bravia LCD television from Mac mall on December 31 of 2009 online; the TV was post as an available to ship the same day. I was contacted by a Mac mall customer service to confirm the order and he advised me that the order would ship as soon as all go well with the debit card. Next day I received an email showing the status of my order in back order, January 4 2010 I contacted Mac mall to check on my order I was advise that it is in back order and the will ship it out on January 7, 2010 because the do not have the item in stock but they still have that item listed online as the same day ship on there website. On January 7, 2010 I called to check on the order status again, I was advise that they won’t have the item in stock until 8th of January. This company has my money and have not ship product that I order yet and is not the first time that I’ll be going through the same thing with Mac Mall because I went through this went I order a 42” Sony Bravia LCD TV from them back in December of 2008.

This review was modified by its author, toksbolly, on 1/7/10 9:51 AM.

I guess it is mostly people with negative experiences that bother to write reviews - and many of those have to do with mis-handled rebates. I recently purchased a 27" i7 iMac and ,just a couple of months before that, a 17" MacBook Pro. I submitted the rebate forms as instructed and sent via certified mail just to be safe. In both cases I received the hardware and the full rebates as expected. The iMac did arrive with the notorious crack in the lower left-hand corner of the glass. As this is a common complaint and the packaging was not damaged in any way, I can hardly fault MacMall for it. Apple stands behind their products and so there was no problem taking it into the local Apple store for the repair. I didn't even bother contacting MacMall about this as I didn't want to ship it back and wait for a replacement. Bottom line is that MacMall has worked out for me on several occasions despite my worry about big ticket orders after reading negative reviews here.

Avoid MacMall!  
 
After I placed an order, MacMall called me on the phone and asked me intrusive questions. The representative was unable to explain why she was asking me questions but told me that my order would be delayed or cancelled if I did not answer them. I asked to speak to a supervisor. After a period of time on hold, my call was disconnected by MacMall's system.  
 
I was called back by the same representative a few minutes later. She told me she still didn't have an available supervisor, said some sort of incomprehensible gibberish and then told me I could check my order status online. I said "I have a few more questions" or something like that, but she had already hung up.  
 
I immediately called back and spoke to a different representative. I explained that I was confused about what the previous representative had said. He ignored what I said and told me something about how my order was almost out of stock and it might not ship. I asked him to address my concern and he repeated himself. I asked to speak to a supervisor. He put me on hold for a while and then came back and told me his supervisor was still unavailable. I said I was willing to continue to hold. He put me back on hold and then the call was disconnected.  
 
I immediately called a third time and spoke to a third representative, "Sam." I immediately asked to be connected to a supervisor and she told me that all of the supervisors were gone for the day, and suggested that I call back the next day. I asked when the supervisor had left. She said she didn't know but suggested that the next day I call an hour and a half earlier. I asked whether the supervisor had been gone for the day 15 or 5 minutes before and she said she could only speak for "right now." She wouldn't even tell me whether the supervisor had been there 1 minute before.  
 
I requested at that time that she cancel my order because I was so angry. Someone lied to me, either in saying that the supervisor would come when I was put on hold, or that the supervisor was gone, or who knows what.

The online shopping cart has some weird things going on as I go through the work flow of payment process. At first, when I applied for a Mac Mall Card that for some reason that it failed to process it and it brought me back to the select payment page then I noticed verification page all items I ordered had its quantity doubled which I corrected immediately and went to place my order. Then next thing happened I was billed more than I was supposed to by an additional item I did not order thus costing me $349 plus tax and extra shipping fee.  
I am very careful when ordering online since I know that resolving issues could be difficult once everything has been finalized. Luckily, I took a print copy for each work flow of the check out process which I had sent to their customer service agent as my proof. The service agent has been helpful on providing instructions on what to do for returning an item since my order has been shipped immediately. I am yet to test whether they would honor the coupons for the macbook pro, hp printer and vm fusion since I have seen on the review threads that there were issues on this matter. Hopefully, I will receive the notebook with no smudges/scratches as I read from another customer. Overall, I am giving this shopping experience a low rating which has given me some doubt on the integrity of their online systems. This probably would be my last to shop from this retailer. Future buyers should proceed with caution and make sure to get a snapshot of each check out process as your proof just in case you get into trouble.

I was very happy when I finally worked enough overtime to afford a Macbook Pro and I decided that MacMall would be the place for purchase.  
 
Though their employees were very helpful and professional the companies policies is very disappointing. The next day of purchase when I opened my brand new Macbook Pro I found a small blemish near the speakers. Obviously my first reaction is take it back for an exchange. I did just that and they wouldn't take it back. Their reason being that they "may" lose money if apple doesn't take it back because of such a small blemish. It is unfortunate because most "successful" businesses would take that gamble to keep their customers satisfied.  
 
This is my second purchase from MacMall and though the service at their retail stores is good the return policy is horrible! I will NOT be returning to MacMall or PCMall to purchase anymore items and I do no recommend this company to anyone. BUYER please be aware if your going to spend 2,000 on something that could possibly be defective know that MacMall will NOT refund or exchange your item.  
 
Please do yourself a favor and don't end up like me buy your Macintosh gear from official apple stores.

**Updated below original review**  
 
 
MacMall pulled a bait-and-switch on the rebates, and then falsely denied a valid rebate--which they advertised and issued to me.  
 
I purchased a 15" MacBook Pro on Black Friday, November 27, 2009. I followed links from Apple Insider's Mac Price Guide, a matrix of the best deals. Immediately after placing the order, all mention of the rebates disappeared and I was left with MacMall's final price, before rebates, of $1928.97. Apple's Black Friday price was $1898.00. I could have saved myself $30 and a lot of headaches simply by purchasing through Apple on Black Friday. I suggest you put a price on your time and aggravation.  
 
Once the order was placed, MacMall substituted a $100 rebate for the $130 dollar rebate that had been part of their advertised deal. I didn't notice this until a week later as I was completing the rebates. The math didn't add up, I remembered the sale price. Fortunately I still had a printed copy of Apple Insiders' matrix confirming the sale price (something I highly recommend you do if you choose not to heed my warnings: take screenshots of the order screen before you commit to payment, download rebates BEFORE ordering, document everything. Better yet, order through Apple.)  
 
I called MacMall customer service, and they promised to email the "corrected rebate". They claimed that a computer glitch prevented it from being listed with my order. In fact, the person I spoke to ("Jodie," ext. 7161) told me that the Black Friday rebates were "no longer in their system," a week after Black Friday. How can they honor them if they aren't in the system? Also, all of the other rebates, including the erroneous $100 rebate, were listed with my order. Bait and switch. Jodie did email me the "corrected" rebate after I complained, but I shouldn't have to do their job to get the price advertised. (It doesn't pass the smell test. This was no error, it was intentional. When computers err they crash or fail, they don't make your business more profitable.)  
 
I checked my account every few days, the rebates were listed as not received for two weeks, and then suddenly, the $130 rebate is denied. "Denied. Doesn't match any existing rebates." This is the rebate they EMAILED TO ME and ADVERTISED.  
 
I called and spoke to Ruth (with a strangely foreign accent like everyone at MacMall) at ext. 7214, and she claimed that this denial is just a "glitch in the system." When asked why my other MacMall rebate for $60 is "not yet received," she assured me it is being processed.  
 
So that's where we stand right now. I will update this as necessary. MacMall's handling of this doesn't pass the smell test, and they probably won't be getting future business from me. (Let's be clear, the only reason to do business with MacMall over Apple is the price--which is almost entirely dependent on rebate fulfillment.)  
 
---  
 
UPDATE: On Dec. 21, 2009, received a letter of denial from MacMall regarding rebate #25224 for $130, their advertised Black Friday rebate. (Their website now says "processing.") [Dec. 28]  
 
UPDATE : Photo of denial letter: http://yfrog.com/1xmacmalldenialletterj , http://img69.imageshack.us/img69/7876/macmalldenialletter.jpg [Dec. 29]  
 
UPDATE: On Dec. 29, 2009, received a phone call from MacMall Rebate Processing apologizing for yet another computer GLITCH that caused them to send out denial letters to "many customers" incorrectly. (This is the third time they have used that tired excuse.) I updated this review yesterday; MacMall monitors these reviews closely. If only MacMall was as conscientious about honoring prices as they are about damage control. [Dec. 29]  
 
UPDATE: On January 7, 2010, I received two rebate checks from MacMall, one for $130 for the purchase of the Macbook Pro, and one for $60, for Parallels Desktop. While I am pleased that the rebates were ultimately honored, I don't believe that they would have been fulfilled completely, if at all, if not for my vigilance, and this review. The layers of hurdles that had to be overcome to get the price they advertised belie their repeated claims of innocent computer error. If their claims are true, then MacMall is, at best, unprofessional; if untrue, they are dishonest.  
 
Decide for yourself, put a price on your time, and come to a realistic estimation of your vigilance and effort. [Jan. 7]  
 

This review was modified by its author, kslvn7, on 1/7/10 2:02 PM.

Horrible Customer Service-  
 
We had 2 orders with them:  
 
1.they kept arguing with me about being tax exempt, and then I filled out the form, and they put my order on HOLD, they did not call their own tax department. Shouldn't that have all worked out on its own, do not charge me tax, ship the product.(BTW product still has not shipped and was ordered 11/23.  
2. The other one they said was on B/O for a week, ok that's fine I can wait a week. Now 3 weeks later I receive a letter in the mail stating that they do not know when they will receive the product and if my order is not filled in another 40 or so days they will just cancel the order.  
 
THESE PEOPLE ARE HORRIBLE!!!!

Absolutely horrible customer service. Be prepared to wait on hold for an extended period of time. Also, be sure to call before 5:30 Pacific time, because apparently all the supervisors and managers go home by then, or so I was told when I requested to speak to one. I found it virtually impossible to cancel my order online or by phone.