1/5

posted Sep-22-2009

Where to even start with this company. I have been shopping with Geeks since 2003, mostly without any issues.
I have spent the last 3 1/2 weeks trying to resolve 7 orders placed with them. I ordered a Power Mac G5 tower and a Netgear Wireless Router on 9/1/09. The router was received DOA first, and a replacement was sent. 2nd router would power on, but would drop the Wireless signal after about an hour. The only option they ever gave me was to return for store credit, otherwise I would be losing the $10 in shipping if I asked for a refund. Finally asked them to replace this with another model, which I had to speak to a manager in Customer Service to do, because it was "against their policy"
The first Power Mac G5 optical drive was not working upon receipt. Called in and was told the would order a part from Apple. Worked with Eric and waited a week, and after no contact, called in and was told they couldn't find the drive, and wanted to swap it for a Samsung with half the speed, and no Dual-Layer writing capability. Told them no, and asked to send it back for a replacement.

Second G5 was sent out a week later,(no, really!) and was DoA and wouldn't even boot. Called in to the manager (Rebecca) I spoke with before, and 5 business days later STILL had not called me back. I called in and asked her point blank why she hadn't returned my call and said "I must have *delegated* this to someone". Nice accountability...If you are not even going to dignify someone with a call back, why even give out your extension?

Called my credit card company and got the chargeback on both purchases, and also told them to never approve ANY other charge from them as a vendor. (Permanent blacklist)

I also filed formal complaint with BBB in San Diego County, which is the county that they are located in, and doing business in California.

Take my advice and avoid this company at ALL COSTS! I wish I had. All in all I still have 3 packages in transit because of their complete defective merchandise and they are telling me if they don't receive them in 30 days, they are going to charge my card for them. What is that?, it was YOU who sent out the Fed Ex call tag on your account, with GROUND shipping and no insurance...not my problem that it takes 6 business days to get a package back to you from the East Coast.

This review was modified by justno2geeks on September 24 2009 08:37:41 AM

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1/5

posted Aug-12-2011

Terrible terrible terrible company! Avoid at all costs.

Placed an order for a MacBook Pro on 8/11/11 and they charged my card. Next day I got an email that there was a problem with the order, and that it was being put on hold due to a problem with the card. I called my credit card to find they had approved the charge for it.

I called back into Cowboom and explained that the credit card company HAD INDEED approved the charges, but yet, they wanted another form of payment, and then they could send the laptop out (does anyone see where this is going)

Long story short, I did not give them another credit card, and the customer service rep rudely told me "Then you're not getting your order then"

At this point I went off and said that the charge HAD been approved, and I could see the charge on my card online. I ended up cancelling the order, and when I asked for a confirmation or transaction number, I was told their system doesn't "DO" that, and I will receive an email in 3-5 business days when the refund is processed.

Take my advice and DO NOT DO BUSINESS WITH THIS COMPANY.

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1/5

posted Nov-09-2011

I had a similar experience as TroyBal. Placed my order and the website states it is in stock. Got an email 20 minutes later that the item was on backorder. Called up and spoke with Jen R who stated they had no ETA from Canon when the camera would be in could be 2 days 2 weeks or 2 months. She also assured me that if I decided to wait, that the order would not be charged to my card until the item shipped. Based on that, I decided to cancel the order. I called in at around 6:00PM EST. I was sent a copy of my cancelled order per my request.

When I checked online this morning, I was shocked to see an Authorization hold in the amount of the purchase, and when I called in to question it, they said that it wasn't from them, and that I needed to call my bank. I called them, and they said that they had nothing from them to release the hold, or that the order was cancelled and I should wait 1-3 business days for Adorama to release the hold. I called them back after speaking to my bank and they got even ruder with me, and told me that they were not holding my money. After over 10 minutes online they simply told me that I'd have to wait 7 BUSINESS DAYS to have the money returned to my checking account. So not only do I not have a product on it's way, I have to wait for a business week and a half so that the funds are back in my checking account to purchase another one. Thanks for making me a B&H Photo and Video customer for LIFE!!!

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1/5

posted Dec-16-2011

Ordered a Macbook Pro on 12/2/11 and my credit card was charged. The next business week later, no change in status on my order on the site, and after attempting to use their (useless in my opinion) CHAT feature on their website. (even though it says someone is available, click on the chat and it sends you right to the email form) and emailing twice in the week, I was about to call my credit card company to dispute the charge, and I called them one last time. I spoke with someone named Jo on 12/9/11, and she said that they hadn't gotten a tracking number from their drop shipper yet, but she assured me that they would have it by the end of the day.

I arrived home to find that Fed-Ex had attempted to deliver that day. It was delived on Monday 12/12/11 and when I saw the condition of the laptop inside, I was actually surprised that the device even turned on.

There are a total of 4 DENTS in the top of the Macbook Pro. The aluminum on the palm rests is so jagged from scratches that you don't want to even type on this laptop, and there were so many other gouges and scrapes on the outside of the chassis that it looks like it was thrown down a flight of stairs.

I was under the impression that I was purchasing a "recertified" laptop. Here is what the Midnight Box site lists as the description as to the quality of a recertified product.

"Recertified products can end up being labeled “recertified” for a variety of reasons, including but not limited to:

Retail package was damaged during transportation or contained a misprint. The product is then sent back to the manufacturer and re-boxed in a Non-Retail package and resold as “recertified.”

Open box product was returned from customer back to store for reasons other than being defective.

Open box product was returned from customer back to store because the item was missing an accessory.

Product was returned to manufacturer for warranty issue.

These open box items are sent back to the manufacturer or other authorized site with qualified technicians whom then begin the refurbishing process.

Every product targeted for refurbishing or reconditioning must pass a thorough examination by qualified technicians.

Each item is checked and re-checked for proper working condition and quality. In fact, recertified goods have a very low (2-percent) rate of return.

After repairing any defect and sanitizing when necessary, the product is professionally repackaged, returning the products to like-new or almost new condition.

Recertified products maintain the same quality standards as brand new products.
The price you pay for a refurbished or reconditioned item is much lower than retail price.
All recertified items carry a warranty."

If any person, regardless of technical aptitude were to look at this item and think that this is "like-new or almost new condition" then, they would probably be perfectly happy with this product. I called in after having the laptop for 15 minutes on 12/12 (approx 10:45am EST) to request an RMA. It is now 4 business days later (12/16 10:13am) at the time of this writing and I still have no correspondence from them about an RMA number or a Fed Ex label that was to be emailed to me.

I have called my credit card company to get the chargeback, so I am just going to see how long it actually takes to receive the RMA that I asked for. Most other companies that I purchase from (Tigerdirect, Newegg, Buy, Amazon, J&R) can process an RMA immediately, and I have the email before hanging up the phone generally.

I had confidence after reading other reviews on this site, and hopefully my experience is just a "one off" type, but it will be my ONLY one.

Take my advice and avoid doing business with this terribly sub-par online merchant.

UPDATE 12/28/11 Fed Ex is stating they lost the package for RMA. It was generated and shipped back on MidnightBox's Fed Ex account.

These idiots didn't even insure the $800 laptop coming back to them, and had a declared value of $0.00 on the box!!! When I called Fed Ex to open the tracer, I was given a case #. Called 716-393-3048 to inform them of this and their canned response was "Well there's nothing I can do, we'll have to open an investigation with Fed Ex". When I told her that I had already done that, she didn't even thank me!! She then got really rude and condescending with me and said "Well you already have a dispute open with PayPal" You're DAMN right I do, we are on the 26th day of this clusterf&ck of a situation, and every time I call your customer service number the people are MORE and MORE clueless and unhelpful. NEVER AGAIN WILL I DO BUSINESS WITH A COMPANY WHO TREATS THEIR CUSTOMERS LIKE THIS!!!

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1/5

posted Dec-27-2011

Where to start with this horrid experience. I guess I will start at the beginning...

October 21st 2011 order a phone because they had 3 smartphones as a Free offer, and despite what I read, I decided to go with the LG G2X phone. Called up Telesales after struggling with their website for over an hour to get the phone ring up as free, even though it was the main banner page on their site. Call to Telesales, and get all my questions answered and the phone is shipped off to me. I guess this is where the trouble starts. After waiting a few days and hearing/seeing nothing, I get the tracking number and decide to look it up on UPS.com on 10/27/11 and it shows that it was delivered on 10/25/2011. You would think that a new device that is basically activated and ready to use would be sent out by T-Mobile requiring a signature, but it did not. I call in to UPS to find out the package was left at a different address (1322 instead of 1319) and there wasn't even a door tag from UPS telling me this. We start an investigation, and was told my driver would contact me. Long short short my phone had been accepted by my neighbor because UPS knocked on their door and asked them to accept it.

The fact that T-Mobile shipped my $400 smartphone basically activated (just put in the SIM and it works) without even requiring a signature blew me away. I use the phone for about a day before I start having issues. Constantly freezing, and falling asleep when charging. (I would wake it in the middle of the night, and the home screen froze at 11:08 several times) and having to pull the battery because the phone would respond to NOTHING I did. After a bit of research I find that T-MOBILE was completely aware of the issues this phone has (http://www.tmonews.com/2011/05/has-the-g2x-been-pulled-from-store-shelves-due-to-quality-issues/) and yet still continues to sell it. My guess would be that they offered it free so it would rapidly deplete their inventory of this defective device.

I called in to let them know on 11/4/11 that I would be sending the phone back, and got an email on 11/11/11 that they received the phone using the return label that was in the box.

On 11/26 I received an email stating that my T-Mobile bill was ready and I owed a total of $77.32. I called in to Customer Care to question this, and the CSR who answered looked at my account, confirmed the line of service was cancelled, and that any other bill I should receive to ignore it.

I got another bill reminder yesterday 12/26 for a bill for $154.64 and also a notice that my service had been suspended due to non-payment. I called in again last night to find out what was going on, to be told by Customer Service that my line had indeed NOT been cancelled, and even though they had the phone, that the line never got cancelled by anyone, even after it was CONFIRMED that it had been BY THEM on 11/26/11!

The CSR was nice, and tried her best, but now the conversation was revolving around Early Termination Fees and how she was going to "TRY" to reverse all the charges off my bill. TRY? REALLY??

She placed me on hold for about another 20 minutes and came back and said she had taken care of everything, and the only thing to pay was $4.77 for my usage? I had asked her what that charge was, and she said it was for the text messages, voice minutes, and data usage I had used while I had the phone. I asked her to look at the account and tell me how many voice and text mesages used, and how much data had been used and she said confirmed to me that 0 Voice Minutes, 0 Text Messages, and 0 kb of Data had been used... HUH? How do you charge a customer usage after you have just confirmed that the customer indeed had used NO voice, NO texts or NO data whatsoever?

I asked to speak to her supervisor and she said no matter who I talked to in any department, that they would not refund this for me, and that I was stuck paying it.

After screwing up NOT ONLY the delivery of my device, as well as the receipt, and the lack of ANY action taken on their part after the fact the "warehouse" had inspected the device, and put a note on my account that the phone was in excellent condition. Even after speaking to someone on November 26th about the bill, and being lied to that the account was closed, you still think I'm going to pay you $4.77!!!

I told her that they can send me the bill, but I would not be paying it on principle alone, and see if they EVEN try to send my account for less that $5 to collections.

Do yourself a favor and avoid doing business with T-Mobile, trust me you will thank me for that advice!

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