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:07/30/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  So on April 18th,2024 my husband *************************** whom the order was placed under but the payment was made with my card (***********************) were in need of a phone. We decided to buy a phone from plug tech as we came across their tiktok account ********************. They have over a million of followers and ratings were good so we decided to purchase through them. On April 23rd,2024 I ***** was home when the package arrived I immediately went outside and grabbed it from our front door when carrying the package it felt empty and to our luck the phone was stolen. We kept the communication with plug tech but they only kept on telling us someone will reach out to us within ***** hours and never received any other contact from them we always kept reaching out. By may 15th I reached out to *** and had the case reopened myself . So I decided to dispute this purchase with my bank because plug tech was not doing anything. With the temporary credit I received we decided to purchase a new phone because like I said it was needed. Well just about 3 weeks ago July 10th,2024 that the temporary credit will be reversed back to the merchant because I had "received the package" when as soon as I opened the package and I had seen there is nothing in there I let them know and sent proof. I again decided to contact *** and they told me tha they are waiting for plugtech to get back to them. This is a lot of going back in forth I am fighting for my money which I have to work 16+ hours to get and still no one can help me. Just this past Wensday July 24th I was told a supervisor would reach out to me ***** hours and it is Monday July 29th 7:31 pm and I still have not received an email or contact from this company. I had to request to speak to a supervisor because it has been me again fighting for my money and that is not fair if *** is willing to pay why go back and forth just settle on that and give me our money and we are okay. Since I cant write more I will provide messages/emails so you guys can read

  Customer Answer

  Date: 08/08/2024

  I received a refund and I would like to close this complaint as resolved. 

• Initial Complaint

  Date:07/06/2024

  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.

  I bought a Apple Watch from plug tech and I had a 30 day refund and a 12 month warranty for it I bought it April 13 2024 on may 15 2024 it had broke, when I first got it it had a charging/heating problem and thought it was beachside it wasnt a new one and the heating had broke the screen and I contacted report to see if they could take it in since it was not my fault and they told me yes it was fine and once they go it they kept the watch and voided my warranty and took til last week to respond to void it.

  Business Response

  Date: 09/16/2024

  The customer returned their device due to overheating issues.  Our returns department shipped it back because the screen was shattered.  Physical damage voids a customer's warranty.  Our team is going to investigate this further and reach out to the customer. 

• Initial Complaint

  Date:06/25/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  They over charged my card resulting in a huge overdraft and fee after having to exchange for quality to many times for comfort. Im a long standing customer and requested a supervisor after all the problems but I wasnt transferred, so I had to make this report.

  Business Response

  Date: 07/05/2024

  Hi ******,

  Thank you for bringing this to our attention. We understand the impact of overdraft fees and sincerely apologize for any inconvenience this has caused.
  Upon reviewing your account, we noted that the iPhone 11 you were having issues with was exchanged for an iPhone 11 Pro *** through our instant exchange process. When an instant exchange is initiated, a temporary hold is placed on the card for the value of the new device to ensure the original device is returned. This hold will not fully process as long as we receive the original device within 21 days.
  We have confirmed that the iPhone 11 Pro *** was returned, and the hold was released. All funds were refunded to the original payment method as of July 2nd. You should see this reflected in your account within the next 1-2 business days, if not already.

  
  We apologize for any inconvenience you experienced and appreciate your understanding. We hope you will give us another chance in the future to provide a better experience.

  Customer Answer

  Date: 07/05/2024

  Complaint: 21899577
  
  I am rejecting this response because the problem has gotten bigger since then. Because Im disabled the return process was unbearable alone, I had to jump through to many hoops to get these phones back to you because they werent as promised and Im now in the negative for points when I should have over $25 in points returned to my Plug rewards. *** ordered a total of 4 phones and only one was usable. I shouldnt have had to go through all of this especially because Im terminally ill. I trusted you and you let me down and left me to deal with it alone 3 times over. I feel like your promises on your website missed me.
  
  
  Sincerely,
  
  Cassie Understanding

  Business Response

  Date: 07/08/2024

  Hi ******,
  
  We completely understand your frustration and sincerely apologize for not providing the best experience with our brand. Your feedback is invaluable, and we will address this with our customer experience team to ensure returns are as seamless as they should be. You should never feel as if you are jumping through hoops to make a return.
  
  To make up for the $25 in points you did not receive, we will issue a $25 gift card to the email on file, which you can use at our online store.
  
  Thank you for bringing this to our attention, and we appreciate your patience and understanding.
  
  Best regards,

  ***********************

  Customer Answer

  Date: 07/09/2024

  Better Business Bureau, please send copy to business.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Plug- The returns process can be easily solved with scan codes that will generate a printed label at the *** store or stores like it. I had to either pay to print all three from my email which cost per print or buy ink and do it at home and then take the returns in. Its just to much for anyone, let alone me in my dire condition. Now you issue a gift card for nearly the full amount of the points I earned, like Im ready to just buy another device from you and risk it again. After all of these problems? 
  But the BBB can only help us communicate this much, if you want to make it up to me and keep me as a customer, then have the supervisor contact me that promised to contact me through email.
  Sincerely,
  
  Cassie Understanding

• Initial Complaint

  Date:04/19/2024

  Type:Billing 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.

  hello my name is ************************* ive been contacting plug tech for months now they have told me to wait 30 days its been 2 months and they are a big business. They stop responding to my emails and my messages *** told them and me that the claim for both purchase's made on 02/28/2024 were approved and was ready for them to refund me because I never received anything! And they responded one time and said would you like store credit or a refund I told them a refund and they stop texting me and everything I text them they say that my claim is still in process and I asked *** and they said both were done and approved! I text them everyday its now April 19th and they are still not responding to any of my text and I spent $736.07 USD on the first purchase and $369.12 USD on the second purchase I disputed with chime but I got denied for some reason I dont know what to do at the point

  Business Response

  Date: 04/22/2024

  This customer had multiple orders with us and everything was fine initially. Then they started to use a different shipping name and shipping address (then the billing) for higher ticket items and claimed to not receive those packages. This is a fraudulent method that is typically used against e-commerce companies such as ours. This is why their bank denied their claim. 

• Initial Complaint

  Date:04/01/2024

  Type:Delivery 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 March 7th I decided to check plug tech website after seeing an ad on TikTok about receiving X amount off your order. I decided to purchase a MacBook for $323.44 and a couple days after I received an email with a tracking number. I work for a living and couldn't arrange a delivery with signature due to subscription with *** being required to do so. I received a delivered confirmation on March 9th for this product. I live in apartments and *** did not deliver to my door so I investigated the location of delivery and it stated it was delivered at a mailroom. After speaking with a member of our leasing office they confirmed *** is not allowed to deliver packages at the office and advised me to check the area where many packages are left unattended. I visited such location and did not find a package to my name from Plug Tech. I checked twice per day after that and after it never showed up, I filed a claim with *** as well as with Plug Tech (***** or *****, unsure of person I had contact with) they provided me with a 'receipt' titled proof of delivery, from ***. This 'receipt' had my name and phone number which were given to plug tech when creating an online order. I have waited long enough for this package to show up and continue to check my mail box and mail room for it to appear. I am asking for a refund or replacement of my purchase.

  Business Response

  Date: 04/02/2024

  Please see our attached documents. Our team handled this order like we would with any package that is delivered and claimed not received. We have the customer sign a sworn statement and provide ID. Once *** finishes their investigation, we would provide a resolution. Please note that after further investigation to this customer (due to this claim), we discovered they filed a chargeback with us last year under a different email and order claiming it was a fraudulent purchase. Now they are claiming to not receive this order a year later under a different email and address (still located in ******).  After further review, we are sure this device was delivered and there is fraudulent activity occurring here. Thanks. 

  Customer Answer

  Date: 04/03/2024

  Complaint: 21514849
  

  
  I am rejecting this response because:

  I submitted a sworn financial statement with a photo of my ID and ***** replied with a picture from *** which is the reason they denied my claim. I am attaching it  here so BBB can see I never signed or 'acknowledged' I received your sold product. They took my number and name and created a false document. Many users have encountered shipping issues and I really would just like a refund and your company dismissed my issue via the e-mail screenshot I've attached. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/01/2024

  The attachments on the conversation show the chargeback this customer opened on an oder last year. They opened the chargeback claiming it was a fraud purchase. This means they claimed to never made that purchase. 1 year later, now they order again under a different email and they are claiming to not receive this order. We reached out to our *** account manager and they provided us with the record of proof of delivery.  We will not be refunding this order as this is clearly fraud. Thank you. 

  Customer Answer

  Date: 05/02/2024

  Complaint: 21514849
  
  I am rejecting this response because:
  
  This is my first time ever purchasing an item from Plug tech. My address and email dont match to what you are providing as proof of fraud a year ago. *** nor you have any proof whatsoever that this was delivered to me. **** drops packages off in an unsecured mail box and I know for a fact the leasing office or residents mistook it and wont give it back. I need this resolved immediately. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 MacBook Air from Plug Tech for school but the battery kept dying. I reached out to them regarding the issue, they said they would fix it so they sent me a return label. I shipped the MacBook through *** but it was damaged along the way. I reached out to *** but they informed me that only Plug can file a claim report because they have a contract together. Ive reached out to Plug multiple times so they can file the claim and resolve the issue but they ************** to look into it but nothing gets done. *** tried calling but they never answer. This has been going on since November and I dont know what to do. This is especially frustrating being a student and *** reiterated that to them multiple times via email. Please help get this resolved because I dont know what to do at this point.

  Business Response

  Date: 03/21/2024

  Our team processed this return just as we do with every other one, according to our policy. We received this package back with nothing inside. The customer claims that it was damaged but yet their was not damage to the package and it was sealed. *** informed us that there was nothing in the package. Unfortunately, we are unable to send a replacement or refund until we receive the original device. In this case, we will make the exception and our team is going to send the customer store credit so they can receive another macbook. Hopefully this resolves the issue. Thanks. 

  Customer Answer

  Date: 03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Sudez Poto

• Initial Complaint

  Date:01/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had an issue with a phone I purchased from Plug in December 2022. The phone came with a 1-year warranty, and I bought an additional 1-year warranty. December 2023 the phone stopped charging, so I reached out to Plug. First, it took them forever to get back to me. Then, they were supposed to send me the shipping label via email, but that took a while. Once I finally received the return label and sent the phone back. Since then I have sent them numerous emails and left messages on their website asking for the status of the phone. I don't know if they even received the phone. At this point, I can't get them to respond to me at all. All I want is for the phone either to be fixed properly, a refund or a replacement. I had planned on doing a great deal of business with them, but that is no longer an option due to their unprofessionalism and lack of customer care. They don't even have an address or phone number on their website to be able to contact them. I was only able to get that off this website. Please look into my matter, as I see that this is a routine issue with Plug. In closing, my order number at the time of purchase was #******. Attached is the information that you will need to conduct your research. Thank you!

  Business Response

  Date: 03/21/2024

  Our team has send a gift card plus additional funds for the mistake on our end. It looks like there was some sort of confusion with the resolution.  We are awaiting the customers response and we will have it resolved from there. 

  Thanks. 

  Customer Answer

  Date: 03/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/21/2024

  Type:Sales and Advertising 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 bought a MagSafe charger from this company. Order number *******. When you search up plug tech apple MagSafe charger it brings up a product on the companys website that clearly says Apple Magsafe Charger When you get to their site, they claim it is a plug branded@ product and is not a product manufactured by Apple however it woeks just like the Apple version would. This business is falsely advertising their products. When it is advertised as an Apple product on ****** then their site its a company branded one that is falsely advertised and I would like my money back. I have already reach out to support; and they refuse to refund/issue credit because it is an accessories and they dont accept returns for those.

  Customer Answer

  Date: 02/05/2024

  On my end, the charge amount is ****** for the complaint.  Please note this is ***** (Thirty Two) Dollars.   

  Business Response

  Date: 04/02/2024

  Our team issued the refund for this ***** back in January. We provided a screenshot of the refund. We also provided a screenshot of the listing that doesn't say its a Apple Magsafe but just a magsafe. 

• Initial Complaint

  Date:12/26/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Hello. On 12/09/23, I completed on online order on Plug; www.plug.tech. I purchased the following item:iPhone SE 2022 Midnight 64GB (Unlocked) for $239.99, Order #*******.This company charged my credit card $239.99, with an expected delivery date of 12/12/23 & Tracking information to shortly follow.On 12/13/23, the phone had not been delivered & there was no communication from Plug & the Tracking information was blank. I inquired about my phone via email at *********************************. I received a reply from "****", who stated he was sorry & they were working on the order, but were busy because of the *********** would receive my Tracking number soon. On 12/18/23, still nothing, so I emailed again. **** replied again, stating he would forward my email to the "orders ***** *** would get a reply in 24 to 48 hours.On 12/20/23, still nothing, so I emailed once again. Currently no response from them.On 12/22/23, still nothing, so I emailed them stating I want refund for $239.99 & this needs to happed within 48 hours. Currently no response.On today's date, 12/26/23, I called the phone number listed for the business on my credit card receipt; ************. It was a recording, which I couldn't make out exactly what it said, but it did state they weren't available & there was no option to leave a message.

  Business Response

  Date: 04/02/2024

  We accept full accountability with the time it took to process this order. We ran out of stock of their device and we were hoping to get more in. We did cancel the order and issue the refund on Dec 27th. Please see the attached screenshot. 

  Customer Answer

  Date: 04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/24/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 paid for an Apple Macbook Pro from this company, and it delivered to me on October 30th, but turned out to be defective upon setting up the device. I contacted the company and they told me to send it back and they received it November 9th. Since then, its been hard keeping contact with them. They told me on November 14th they would issue the refund of $1,150.00 the next morning and would take 2-3 business days. Its now November 24th and I havent received any money, nor have they responded to any of my messages about the money not refunded into my bank account. It was easy to get in contact with them until I set back the Macbook. It seems like theyre avoiding my multiple messages about my refund.

  Business Response

  Date: 04/02/2024

  Our team issued the refund for this device on December 1st the moment we received it back. We have attached screenshots of the date and amount of the refund. 

  Customer Answer

  Date: 04/02/2024

  They have contacted me and this issue has been resolved. Thanks for trying to help!