"SHUT THEM DOWN...do not order from this company. After ordering and never receiving what I paid for I checked with Better Business Bureau and this company is so bad they (the BBB) have given up and recommend dissatisfied customers contact THE STATE ATTORNEY GENERALS OFFICE - which I intend to do in a week or so when I have the time. This is a quote from the BBB On-Line, "Since that date (the date Upgrade Source refused to reply to BBB complaints) we have referred consumers with problems or complaints against this company to the Consumer Protection Division, RI Department of Attorney General, 150 South Main Street, Providence, R.I. 02903, ***-***-****. Direct link – www.riag.ri.gov."

I advise everyone who had a bad experience with this company and Mr. Greg Brailsford, Pres. to do the same and we will shut them down.

In a nutshell here is my story...

I found a Lexmark 634dte at a great price on their site (I was referred by Computer Mag...They pay to advertise there) and I CALLED TO BE SURE IT WAS IN STOCK BEFORE I ORDERED. I was told to call back because the salesman said his computer showed stock available but low and since his stock was only updated once a day he will call the warehouse. I called back 45 minutes later and he said the printer was a drop-ship item and I should get it in 4 to 5 days guaranteed - so place the order. I then placed the order within 5 minutes of the call.

Upgrade Source CHARGED MY CARD WITHIN ONE HOUR well over a thousand dollars and then after they closed for the day about 20 minutes later sent me e-mail stating the item was on backorder until at least December 30th (I was shocked). I called George (the salesman) that night and left a message. He called me back the next morning. George said he felt very bad and would check into what happened and e-mail me back. Two days went by with no e-mail so I called again.

I was told George (he was very nice & helpful) was no longer with the company. I asked for customer service and was connected to Mr. Greg Brailsford, Pres. who said George was fired because he did not follow the stores procedure and he had complaints from several other customers. HE WAS FIRED FOR TRYING TO HELP ME - SHAME ON MR. BRADFORD. I was asked if I wanted a refund and I said no I wanted the printer that I was already charged for. Greg said it was not available from their direct distributor and I would need to wait at least until NEXT YEAR. I said OK.

I called Lexmark and found there are only 3 direct distributors for them in the USA. I called all three distributors and found Greg had lied. There was NO BACKORDER and even the distributor that did not have it in stock said there was only a 4 to 5 day wait because none were on order or backorder at the time. I sent Greg an e-mail and gave him all the info I found including the names and phone numbers of the three Lexmark direct distributors.

He then canceled my order "For Security Reasons". I then ordered another similar printer (lesser upgraded model) a Lexmark 634e and gave my CC again, which was necessary to place the order. This printer was in stock according to their site in 5 warehouses. I called and told Melissa (new sales person taking George's place) to just refund the difference and send me the printer. This printer was also listed at a great price. Greg canceled the new order AND BLOCKED ME FROM ACCESSING THE SITE.

THE UPGRADE SOURCE GAME...After reading other customers reviews I believe that Greg advertises very low prices on many items to get people to order and immediately charges their card. He probably holds your money in an interest bearing account and makes money on the interest...probably more money then he makes actually selling stuff.

I intend to try to put this company out of business.

TAKE A STAND AND DO SOMETHING ABOUT DISHONEST COMPANIES - ISSUE A COMPLAINT WITH THE RI STATE ATTY. GENERAL (POSTING HERE IS JUST A LITTLE SLAP ON THE WRIST) & WE WILL SHUT UPGRADE SOURCE DOWN.

CONSUMER PROTECTION DIVISION, RI DEPARTMENT OF ATTORNEY GENERAL, 150 SOUTH MAIN STREET, PROVIDENCE, R.I. 02903, ***-***-****. DIRECT LINK – www.riag.ri.gov

"

"If you can avoid this site, please do.

They can throw their own return/exchange policy out the window at their ease, even though you follow their policy exactly.

If there is a slight chance of money loss during the return/exchange process, you are the one to foot the bill, even though they are the ones to be responsible.

The refund can be up to 40 days after they receive your return/exchange merchandise.
"

"I ordered a 16 port Minicom KVM switch on 22 Sep and got the auto-response that my order went through. My Mastercard was charged and I waited 10 days and no tracking number or email on status, so I called and they said the price was wrong and they needed an extra $160.00 or they would have to cancel the order. I already had an invoice and they charged my credit card. To my knowledge this constitutes a purchase and for them to ask for more money after the fact is illegal. When I ordered the item it was in stock and now it is not. Someone should have called and my card should have never been charged in the first place. The fact I had to call them is just bad business. I'll be shopping elsewhere for my company from now on."

"I ordered two pairs of different case fans and a power supply from Upgrade Source and utilized their free shipping option to ship to Washington, DC. I specifically selected UpgradeSource because I like to throw my home state some business, and the company's administration is located in Rhode Island.

I was very surprised to have the power supply and one set of case fans delivered the next day, and the other case fans set to be delivered the following day! Since the shipping was free, I thought it would take much longer (as it does with Amazon's free shipping).

Products arrived in perfect condition and I was extremely satisfied with the transaction."

"By far the best prices for Canon digital camera cases, and shipping was free. The service I received was excellent from start to finish. The cases were delivered within 6 days of ordering (over a weekend), and I was kept fully informed by e-mail of the status of my order. I couldn't ask for more. I will definitely order from these people in the future."

"I ordered a Logitech wireless keyboard/mouse combo on February 03, 2005 and it was shipped out the next day.
Great price, well packaged and I'm most satisfied with the whole company process.
Thanks :)
Janie Massey"

"order received with out any problems. it was brand new umopened. would buy from them again."

"I placed an order was placed on a Friday afternoon/early evening for three items, which were shown as "in stock" on both the website and CNet Shopper. When the order was still listed as "processing" by the following Wednesday, I called to inquire. I was told that the order had just passed through credit approval that morning, and would ship within 48 more hours. Due to the unacceptable delays in processing the order -- a week to ship an in-stock item? -- I cancelled the order. There were no issues with doing this, and I received a cancellation notice within minutes of speaking to someone on Upgrade Source's chat support line.

About a week later, I called to inquire about my refund, and was told that it takes 14-30 DAYS to receive a refund! 30 days??? That's almost unbelieveable! I was told the same thing happens if a customer returns an item, or requests and exchange: if there is any money coming back to the buyer, it takes 14-30 days. Caveat emptor!

Update, Feb 2005: I did finally receive a refund, 32 days after requested, and (coincidentally?) four days after I contacted my credit card company and contested the charges. I have very few online companies on my "stay away" list, but Upgrade Source is near the top.
"

"AVOID THIS COMPANY...

like other reviewers they misled you into thinking your order with be processed and shipped within 48 hours but that is a lie. They will process your order in that time...then pass it to shipping center for another 48-72 hours. After I found out about this I cancelled my order. Hopefully they'll return my money....but from reading some of the other reviews thats not a guarantee. PLEASE AVOID THEM; NOT A GOOD BUSINESS TO DEAL WITH....VERY DISHONEST and the customer service is awful."

"This store is going through some major upgrades and changes with their cumbersome shopping software and order processing systems. The best part of the process was Misty who was both friendly and did everything she could to make sure the order made it through to the shipping center. I ordered a monitor on a Monday, with the processing/software glitch it didn't make it to the shipping center until Thursday but I had a tracking number by Friday and the monitor the following Tues (from west coast to east). I think once they've gotten the bugs out of their software systems they'll be a top notch organization."

"I ordered early early morning on 1/3/05. They took the full 48 hours to process my order, but wait thats not all now it had to be submitted to the shipping center for processing. That takes an additional 48-72 hours they don't bother telling you about.

Even though they have live chat which I was able to get someone 2 out of 3 times they really only know as much as you know. Which doesn't help you at all.

It's 1/7/05 with no real proof my item has been shipped yet.

The problem I have with slow and unreliable merchants is when a cancellation, return, RMA, or anything requiring their assistant. It will be a hassle and a long process. We are dealing with computer parts and high service is of an importants.

I may change my review if they get their act together and give me my tracking number."

"fast and cheap. Product came in its own box, and that wasn't too bad because it was already well packed. Responded to my e-mails very quickly."

"Took a week for ground shipping. Initially their order tracking didn't work but after I sent an email complaining about it they sent a link that did work.

Price was the best I could find. Everything arrived in one piece, and it all worked. I would order from them again."

"order a 70.5 lbs viewsonic 21"
arrived in great condition... no dents or dead pixels... and no s+h so that alone saved nearly $50 who can complain about that?
i will shop here again
keep on keepin' on"

"Place an order over the phone 6/22/04 with sales rep Rob after being assured that the Lexmark 6170 was in stock. I also purchased an extended 2 year warranty at the same time. Received 3 emails within the next hour confirming my order. Was initially told product would ship next day and arrive 6/24/04. After not getting any further emails and not receiving order morning of 6/24/04, called Upgrade Source back and was told it's now out of stock and wouldn't be back in stock for 8 business days. I cancelled the order and was told by Rob my credit card would be credited back immediately. After calling back and speaking to another "Rob" (short for robber?) twice last week and being told both times it was being credited immediately, the card still has not been credited as of today 7/12/04. This is a shady company and I STONGLY RECOMMEND PEOPLE TO AVOID DOING BUSINESS WITH THEM. They probably lied about it being in stock when I placed my oringinal order and have lied to me twice since. I'm now in the process of writing to my credit card company to have the charge removed by them and investigate Upgrade Source for credit card fraud. (incidentally, the product is still not in stock 20 days after initially being out of stock) I've since purchased it from another Vendor. I will never do business with Upgrade Source again. This is an extremely dishonest company!
7/27/04 My credit card company investigated and removed the charge illegally made by upgrade source on 7/24/04. They never had any intention of removing the charge after I cancelled the order. DO NOT DO BUSINESS WITH THIS COMPANY, THEY ARE THIEVES! Any company that has to resort to stealing money for products that are not in stock then lie about refunding the money and keeping it are not to be trusted, ever."