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Business Profile

Electronics and Technology

Plug

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronics and Technology.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 50 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/15/2023

    Type:Product Issues
    Status:
    Answered
    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 AirPods on 7/17/23. After receiving them, I noticed the right AirPod wasn’t being charged by the case. I reached out to the company regarding their one year warranty on 8/27/23. It is now 9/15/23 and after multiple emails, DMing on instagram AND commenting on both instagram and Facebook posts, NO RESPONSE FROM SUPPORT OR THE COMPANY. Not to mention they’ve deleted a comment or two of mine on their instagram posts to try and hide their shady business practice. Or should I say SCAM

    Business Response

    Date: 10/03/2023

    The customer has a 12 month warranty if anything is wrong with the device. We sent the customer a prepaid return label to send back the Airpods and we would fulfil this warranty. We never received a response and the customer never sent the Airpods back. This warranty is on our website. We have attached both email conversations where we sent the return label. We have also attached a screenshot of the UPS tracking page that shows the label hasn't been used. The customer never sent the device back. We would be more than happy to resolve this according to our policy once we receive the device back. 

    Business Response

    Date: 10/16/2023

    Our team has provided all of the necessary info regarding this case in the previous response. Each response is time stamped and it shows that we responded. If that isn't enough, I have also attached a screenshot of the date in our internal system of when the return label was created. I have also provided the return label that we sent to the customer. You can see at the bottom it is marked 8/2023.  We have no need to fake any of this for $100 Airpods. Our team was more than willing to fulfil this warranty, the customer never responded. 

    Customer Answer

    Date: 10/16/2023

    Complaint: ********

    I am rejecting this response because:

    everything in the business responses are complete bullshit as I have never received any form of communication STILL and I have not received a return label for anything. Clearly they are going to keep spewing bullshit and not going to correct the the wrongdoings. If I could give them negative stars in reviews I would. I hope the whole world sees this company is a scam and you, the BBB, will do something about this. 



    Sincerely,

    **** *****

  • Initial Complaint

    Date:09/13/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Returned computer purchased from company in April, received computer in may. Over Labor Day weekend, the screen of computer stopped working. Obtained shipping label and sent computer back for warranty. Company states that computer was “damaged” and they do not have to uphold warranty. Computer was not damaged prior to shipping product back to company.

    Business Response

    Date: 10/03/2023

    The customer had this device for over 5 months and told our that there was lines through the screen. We followed our 12 month warranty and provided them with a label to ship it back. Once we receive it back, our technicians found that the reason for the lines was because of physical damage. LCD lines are usually caused by some sort of physical impact to the screen. Our techs are able to pinpoint that impact. We informed the customer, that physical damage is not covered under warranty and that we would have to send the device back. They insisted that it was not damaged when they sent it in.

    Lines don't just pop up on LCD unless something happened to the screen. The customer had the device for 5 months and it was not sent to them like this. This policy is highlighted on our website here: *********************************************

  • Initial Complaint

    Date:09/07/2023

    Type:Product Issues
    Status:
    Answered
    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 08/13/2023 I placed order #******* on Plugs website. I had to return the item because I had ordered an Apple Watch Series 6 44MM in red color and received an Apple Watch SE 40MM in black. I started my return with plug and they received the item but apparently my iCloud account is still logged in on the device, therefore they cant refund my money until they can get my iCloud removed from it. I tried doing it remotely but it did not work, I am willing to provide them my Apple ID info to get it all sorted out but they are not responsive enough to get my issue sorted out. I would like someone to reach out to me, that way I can provide them with the info to get my refund issued.

    Business Response

    Date: 10/03/2023

    We refunded this order on 9/18 and it has been resolved. We've attached a screenshot of this refund. 

  • Initial Complaint

    Date:08/23/2023

    Type:Delivery Issues
    Status:
    Answered
    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 accidentally entered in the wrong address and they told me to contact *** to change it. *** stated that the company is preventing me from changing my address.

    Business Response

    Date: 10/03/2023

    Our team issue a refund on August 31st for the customer. We have attached a screenshot of it from our shopify account. 

  • Initial Complaint

    Date:08/23/2023

    Type:Product Issues
    Status:
    Answered
    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.
    We purchased a MacBook from Plug. The item arrived in a timely matter. Item powers on but only works if plugged in. We were issued an exchange. Upon arrival of the new item, we had the same issue. Now they are dragging their feet on offering us a refund for the original purchase amount plus the $45 warranty we purchased.

    Business Response

    Date: 10/03/2023

    We issued a refund for the Customer's return on 9/6. We attached a screenshot of this refund from our shopify account. 

  • Initial Complaint

    Date:07/11/2023

    Type:Delivery Issues
    Status:
    Answered
    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 ordered a MacBook Air from plug on June 26, 2023. Ups claims to have dropped the package off but I cannot find it anywhere. I contacted plug and they said they would send me another one but I was never reached out to about another one being sent. I opened an investigation with plug then waited a few days. I contacted them again just wanting my money back and I they told me I needed to fill out another form in which I have already filled out. I kept begging for my money but they just wouldn’t give it back. Also, it is posted on their website that 30day returns are excepted. My tracking number from ups was ******************* This MacBook ended up costing $345.59.

    Business Response

    Date: 10/03/2023

    According to our policy, if a package shows delivered and a customer claims to not receive it. We have them fill out a sworn statement and we open a case with **** We asked the customer to fill out the sworn statement and they said they already did. We have no email history of this so we asked them again. We received nor esponse. Once this is done, we would be more than happy to resolve it and send a replacement package. We have attached this email history. 

  • Initial Complaint

    Date:06/20/2023

    Type:Delivery Issues
    Status:
    Answered
    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 laptop from this company they shipped me the wrong one and when I send it back they never expedited my shipping to over night and I received a scratched up laptop I’ve even tried to reach out through the Instagram website and no reply I guess they got fed up with me all I want is the difference

    Business Response

    Date: 10/03/2023

    The first order we sent the Customer was the wrong macbook, we sent a replacement and the customer claimed it was not in good condition. We accept accountability for these issues and addressed it with our shipping team. We did follow our policy and offered a replacement or refund. The customer wanted us to issue a refund and they keep the device. This was unreasonable as the order total was $664.53. We followed our policy that is visible and transparent on our website. We would still be willing to accept the device back and send a replacement. 

  • Initial Complaint

    Date:05/12/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Hi Purchase from website order number ******* I bought these 4 phones with excellent condition but when i open and check the battery status it is 86% it is excellent condition?????? Then I requested the return, and drop off the package *********************************************=**********************=en_US&requester=ST/trackdetails Then the tracking still no update. I called UPS, UPS told me the package might be lost, they ask me contact plug tech for help. And ask plug tech to contact UPS or file a claim. Because the return label i cannot make the claim. I reach out plug tech so many times and never got any update

    Business Response

    Date: 10/03/2023

    We issued the refund for the customer on May 22 2023

  • Initial Complaint

    Date:04/23/2023

    Type:Delivery Issues
    Status:
    Answered
    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 ordered a macbook 04/20 and did express shipping. Package was supposed to be at my home on 04/21. I have not received it. They tell me to check with **** *** said they have not even received the package . A shipping label was created but no package? Really? I just want my refund. I dont like to play games. Just give me money back. I dont want exchanges or anything. I want my 387 Im owed

    Business Response

    Date: 10/03/2023

    Customer claimed that we sent the package to the wrong address. Our system automatically updates the label to the address provided when an order is made. We also provided them with the *** scan of where the package was scanned out. We attached that to this inquiry. 

  • Initial Complaint

    Date:03/27/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Broken Equipment The equipment was purchased on 12/16/2022 as a Christmas gift Expressed to the company the damage discovered on 12/31/2022 *********** offers a 1 year warranty but the warranty doesnt cover damage to devices caused by delivery

    Customer Answer

    Date: 07/31/2023

    Thank you for reaching out regarding the matter pertaining to the company "Plug". The matter has since been resolved in amicable resolution

Plug is NOT a BBB Accredited Business.

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