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:06/14/2023

  Type:Service or Repair 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.

  On April 22nd I went through a progressive leasing program through ******* from a 3rd party. This ****** ** is terrible . First and foremost it has a battery issue bc today I worked 9- 530 and at 542 pm it was down to 29% now sitting here typing at 1236AM it’s at 60% When I charged it to a 100% a little while ago and I’m using Wi-Fi . This company expected me to troubleshoot my own phone, um is that even something I can do ? And then they’re asking for the refurbished box if came in , um I don’t have the box. So they will get it the way I can send it . They didn’t want to help me unless I followed their instructions. Well I’m not going to be troubleshooting my own phone . They emailed back today and said do steps 1-3 and asap then they will send me a shipping label if I obey what they say. This company is TERRIBLE I wouldn’t recommend them at all just alone with the requests they were asking me so no I didn’t do the troubleshooting and ******* has not take any merchandise past 30 days so I contacted the company via email me. Well I’m not troubleshooting my own , so this is why I’m making a complaint 

  Business Response

  Date: 09/11/2023

  Hello

  I only saw the message on 9/112023

  The customer purchased this item on April 22nd 2023 and asked to return the item for a refund on June 9th 2023. The item was purchased on the ******* marketplace with a 30 days return grace period for a refund. 
  
  The customer first reached out on 6/9/23 stating "This phone isn’t working properly and it’s so hard to take pictures and screenshots I would like to return it and get a newer model."Our customer service representtiive *****, had responded back to the customer on 6/12/2023 due to the weekend.***** apologized to the customer and provided troubleshooting to the customer to see if it could help resolve the issue. ***** also asked for images of the item and the IMEI number to confirm it to provide further assistance with the item.The customer responded the same day that troubleshooting is not a solution and they will not try the troubleshooting and stated that they would contact the BBB ***** then responded back to the customer apologizing again stating the troubleshooting is just for a helpful tool and informed the customer that once we receive the images of the item and the IMEI number we will provide a Prepaid label to return the item.There was no further communication from the customer.That is all the information for the order.
  
  We tried to do our best for the customer even when the order was outside of the refund limits, but the customer did not cooperate with us. 
  
  Thank you 

• Initial Complaint

  Date:05/22/2022

  Type:Product 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.

  I purchased a ******* *** (2015) on ******** *** app sold by merchant Spry LLC in the goods marketplace for $258.59 on 02/21/2022 and arrived @ my residence on 02/25/2022. Initial inspection of the unit seemed good cosmetically but didnt have wifi set up in my house at the time so could not check functional components of the laptop until early May 2022. ******* listing and Spry website states they have a 30 day return policy where Spry will even pay return shipping. On 5/11/22, when attempting to reinstall the OS for the ******* by booting the laptop into recovery mode, i ran into a firmware lock that wouldnt allow me to continue to reinstall, and firmware lock would not allow any other start up than normal startup process. This lock prevents me from using the laptop and now firmware lock pops up even with normal startup. I immediately notified ******* of this firmware lock and i was assured that Spry would be notified of my return request and should receive a response within 72 hours. Spry responded by accusing me of activating the firmware which is ridiculous and untrue. Spry rep contacted me through email on 5/13/22 and requested pics of the *******, order numbers, serial numbers, and problem with the device stated which was submitted to them same day. I continued to contact Spry and ******* over the next week on a daily basis to return the product for replacement or refund.On 5/18/22 Spry rep ******* H suggested a couple fixes, but none of these worked due to the firmware lock and on 5/19/22 ******* stated there was nothing more they could do and claimed their return policy was a 3 day grace ****** after the sale and not the 30 day policy claimed on their listing and website. Referred back to *******/***** at this time. On5/20/22 received email from ******* denying return b/c Spry did not approve the return and return cannot be made without merchant approval. I have a laptop that never worked and a refusal by merchant to make this right.

  Business Response

  Date: 06/01/2022

  Dear customer , 
  
  Thank you for your message. I am very sorry about the issue and the inconvenience. Every product that is shipped from us is tested through an authorized testing system . The product goes not only through manual tests but also through 60 point internal tests for different parts and components. With that being said, of course, systems and devices are not perfect, and therefore we provide a 30 days return policy for any reason and for a full refund. I am not sure what was the reason to try to reboot and reinstall a new copy of the operating system instead of doing the normal system update, but I can only assume that this function triggered the issue on the computer which was not spotted on the testing stage. We provide the computer ready to use as you purchase it new and the usage on the device would have never been an issue if the system was used normally. Of course, a device should be functional to perform reinstallation of the system or any other possible function and therefore we offer a 30 days return free policy just in case there is any kind of issue with the device that was not spotted on the testing . Unfortunately , we are also being provided with return periods from the distributions where we purchase our products and a product that is being returned to us after the provided return period cannot be returned by us to our vendor. I once again apologize for the inconvenience and  I wish that the timeline of the return period would have been followed as it was stated on the marketplace and then we could have provided the return label and refund. 
  
  Thank you 
  
  David P.
  
  

• Initial Complaint

  Date:05/07/2022

  Type:Service or Repair 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.

  Foremost, fire Shannon H., queen of disgusting levels of customer service. I purchased a refurbished 2019 13" ******* *** in "good" condition for just shy of $800. Within three days of receipt, it became clear to me that there was a virus on the system. In addition, then RAM and SSD began failing. **********.com, the sales intermediary, advertises that when confronted with a problem that is recorded immediately after it is seen, you will receive a response within 24 hours. It took me 48 hours and three emails to get a substantive response, each one laden with threats against me, i.e., "... Once the item arrives at our warehouse and if our warehouse deems the operating system has been changed. That will fall under tampering and will void the warranty that is provided." (Sic.) That is the second sentence from the second email the seller sent. Each subsequent email interaction came with some other form of unveiled threat. Indeed, it took two more emails for "BUYSPRY," the seller, to admit that the issues were caused by the fact that the rebuild did not use OEM (original equipment manufacturer) parts. In that email, they said if I dared to take it to an ***** Store, that is, where *****-trained professionals deal with ***** equipment, to see what kind of ******** parts they used in building this masterpiece, it would void the warranty. Specifically, "If you were to take the item to ***** for them to confirm them to confirm if the parts are OEM, they will have to open the ******* up. That will fall under tampering and void your warranty."What seller of refurbished equipment, OEM or not, is afraid of the buyer knowing the types of non-OEM parts used in the refurb? Not a reputable one, for sure. Steer clear of BackMarket.com, unless your seller is willing to give you a breakdown of the non-OEM parts, where they were sourced, etc. STEER VERY CLEAR of "BUYSPRY," a common seller on **********.com.With BuySpry, you're getting a ***** *** in a ******* shell casing.

  Business Response

  Date: 06/02/2022

  Dear Customer, 

  Thank you for your message. Our guidelines are followed by the guidelines provided from the marketplace where you have purchased the item. I went through the messages with the customer service agents and I did not find any sign to  threats, disrespect, or avoidance to go to the ***** store. We actually encourage you to go to the ***** store and get your item checked as we purchase all our devices from official distributions. Upgrading the operating system, or providing the device for examination by an approved repair facility will never void your right to return the product, however, changing the parts on the computer, hence tempering with the product will void the refund right as the product is not the same product as it was sold. The unit can be returned in the same condition and parts it was shipped with. The operating system is not something that will void a warranty or refund. *******, the agent that have been helping you , have responded in a professional manner explaining that a full refund will be provided with the return label we provide as long as the item is in the same condition it was purchased. If you have only upgraded your operating system, or took the item to an official repair store,  and the item is in the same functional condition as it was received , we would gladly take the item back for a full refunded with a free return label . In addition, if the item is defective , you never swapped any parts on your own (if the repair facility opened, examined, or changed parts it is no problem as long as there is an invoice from them stating what was done to the device) and there is no personal account or lock on the computer we will of course take the item back for a full refund,

  We are here to serve you and help you with the situation, please feel free to contact our customer support and return the item for a full refund following the instructions and guide lines provided to you and elaborated on this message. 

  Thank you 

  David P. 
  Buyspry Customer care .