IBUYPOWER
Reviews and Complaints
Unsatisfactory
User's recommendation: Nope
TOTAL NIGHTMARE
Unfortunately I saw a sale and ignored the BBB complaints and now I am paying the price. I paid $2599 for a "top of the line" system that never worked right out of the box.
I received a system with a bad or underpowered power supply and a bad video card. I had to use the customer service numbers which have incredibly long wait times for someone who is no help at all. Spent hours between phone and email trying to get help. I finally reach someone only to find out that I can send the system back at my expense and be without it for 3-4 weeks or pay them $1300 MORE dollars for them to send me the parts so I can spend my time fixing the PC I paid them to build.
I didn't trust mailing the whole system so I made the mistake and gave them the $1300. In about a week I had the parts. I replaced the PSU and graphics card and it didn't resolve the problem. I called and spent more time on the phone with no luck reaching someone after hold times and getting "accidentally" disconnected.
I went ahead and sent the original parts back expecting a "prompt" refund. Its now 2 weeks and still no refund of my money. I filed a Better Business Bureau complaint which they actually responded to faster than a customer service iphone call. They basically want me to return the PC to them (at my cost again) and they will repair or refund.
So basically they want to keep the $3800 and expect me to pay to ship their *** system back to them. PLEASE read the BBB complaints before purchasing. You will find my experience is common business practice for these guys.
Now I have the extra expense and hassle of getting an attorney involved. BUYER BEWARE!
- Design
- Theft
- Customer service
- Delivery
Preferred solution: Full refund
Keyboard letters
Stupid rip offs
- Power
- Stupid
- To everyone
- Had no instruction on the side panel and the wrong cord
Preferred solution: Let the company propose a solution
Nothing but headaches and terrible customer service.
Caution…don’t let the front-end experience fool you. Originally, I would have given 5 stars but had to give 4 due to my RTX 2080 Ti being DOA, which should have been caught during the stress test before shipping.
Unfortunately, the replacement process experience has left me dumbfounded and I’m forced to now give a 1-star review. Here is why…
Started the process for an “advanced replacement” for the GPU that was DOA on a Monday (12/10). Was charged on a Tuesday (12/11). Followed up Wednesday (12/12) to confirm everything was ok because I didn’t receive any emails or notifications on the process.
Followed up again on Thursday (12/13) only to find out that the order had been cancelled on Monday (12/10) for some reason that iBuyPower can’t explain. Guess I went back in time and cancelled the replacement after payment and multiple confirmations were received? This means I was charged $1,400 for the replacement even though a replacement was never completed and now must wait 3-5 business days to see the refund. Had to start another advanced replacement for $1,400 on Thursday (12/13) which iBuyPower comped overnight delivery.
Annoying but not the end of the world. Here comes the real kicker…I received the new GPU on Friday (12/12), as expected, only to find out they sent the incorrect one! Management now expects me to pay another $1,400, totaling over $4,000 in replacement purchases, to start a 3rd advanced replacement and RMA to receive the correct GPU I ordered the last two times. This means I have two graphics cards that need to be returned before I will see a refund of nearly $3,000 that is floating in limbo.
Did I mention they still haven’t sent me any of the RMA information or return labels…?
Management’s attitude was unsympathetic to the situation and was unwilling to do anything to help.
So, if you receive a 100% working system, your probably ok. However, if you have any issues don’t expect anything but more headaches!
- The
- Customization options
- Website functionality
- Continuous incorrect order processing
- Computer problems
- Have received no emails or notifications
Preferred solution: Let the company propose a solution
Don't buy from this company. You'll be sorry
Bought a ready to ship system on December 5th. After a week of not receiving the computer I called them to find out they did not ship it yet I spoke to a representative which gave me the excuse that they were building other computers but should not have matter being that this was an already built computer and was listed on their website is ready to ship the next day I received an email from them with a shipping label and a tracking number. On December 21st I called them back again to find out that they only create a shipping label and tracking number but the computer was not shipped after being ugly with them on the phone they overnighted so I got the computer on the 23rd which was a Christmas present for my 12 year old son so Christmas is here and my son unwraps the boxes jumping up for Joy only to open the box and find out there's foam missing on two sides of the box and the towers damage in the outer case is broken in pieces in the bottom of the box I called in and speak to Lee who's the customer service manager and apparently the highest up you can speak to to ask him to email me a shipping label and overnight it so I can get this system back as quick as possible because there's a Christmas gift for my son Lee made me aware that he of the Fall proper processes and he can only do a shipping label for overnight ground so after 7 Days the computer finally got there the my dismay I find that the computer sat there for another 2 or 3 days before they even looked at it I called in last week on Tuesday to find out that they had made the repairs and they were shipping it the next day and then send it back to me overnight only for me to call today because I was supposed to receive the computer and find out they still have not shipped it out to me yet it's now January 10th and I have a 12 year old son who's Christmas presents at my house and he's able to use this company is obviously not customer friendly Lee is no help as far as a customer service rep and I would spend a few extra dollars and I have to go through the same nightmare that I've had to go through
Tech Support
- Product
- Tech support
Preferred solution: Let the company propose a solution
18 Months and Waiting
- Expedite fee
- Delivery
- Customer service
Preferred solution: Deliver product or service ordered
Terrible customer service. Don't expect a satisfying resolution when you have problems
Well, I bought an MSI Laptop in June of 2016. Here it is at the end of January 2017 and I still don't own my laptop because it has been necessary to send it back 3 times for repairs.
The first couple times they didn't even fix the problem. Just sent it to MSI to repair (which they didn't do) sent it back to iBuypower to test (which they obviously didn't do) then send it back to me still broken. 7 1/2 months now and I still don't own my laptop and am not very confident when I do get it back that it will be fixed. If and when I do get it back the warranty will be almost half over and I didn't even get to use it during that time.
Multiple employees at iBuypower told me that it was common place to refund or replace a laptop after a 3rd repair in a short period of time but they can't authorize it. Who can? Richard Lee apparently, except good luck getting a hold of him but after several calls and a long time on hold I did get to speak to him. His solution.
Nothing. Sorry I can't help you, would you like the RMA department? No I say, I would like my money back or to talk to your supervisor. There is no one else to talk to he says.
I say you don't have a boss? No he says. A CEO I say. Well of course he says, so give me his name and number.
I can't do that. OK well who can you give me. Nobody he says. So I say, you don't have a supervisor?
It goes from the CEO straight to you? No he says, now you are making things up. Well then who above you can I talk to. Nobody he says.
And if I'm just going to ask the same questions then he is going to hang up on me, which he did. WORST company and customer service I have EVER dealt with.
DO NOT SHOP HERE! YOU HAVE BEEN WARNED!
- Product when it worked
- No answer to calls
- Long hold times
- Did not honor warranty
Preferred solution: Full refund
IBUYPOWER - Desktop Computer Review
IBUYPOWER is a terrible company, despite the quality (or lack there of) of their products.
THIS COMPANY IS A JOKE. Plain and simple. I am an engineering student in my freshman year at a BIG 10 university. I ordered an ASUS ROG GL502VT from this company as I knew they had a reputation for performance, power, and gaming. My intention was to buy a laptop to handle high power CAD and modeling software, as well as light gaming.
I placed my order on August 12, hoping to recieve the laptop by the first or second week of school (school started on August 22). On the website they "assure" the consumer that laptops will ship out in 5 to 10 business days... obviously not the case.
They finally began collecting parts on August 22. Collecting parts... for a pretty much pre-built laptop with a hard drive and ram upgrade. They weren't done collecting parts until September 14...
I have called this company a total of 17 times throughout the course of my order, constantly checking in on my computer's stagnant status. Every time I called I was told that whoever I was talking to would look into the issue for me and call me back... they never did. I felt like the ugly girl on prom night. No one could give me a straight answer as to why my computer was in limbo.
So, here I was with a 6 year old HP dv6 that cannot run without being plugged in and a 2 inch wide band of dead pixels running up the right side. Forget about gaming... I couldn't even check my emails effectively.
Finally my laptop arrived on September 27, and man does it run well so far, but 47 days was just an unacceptable amount of time to wait. So, I called in to tell them about my negative experience and ask for some much needed compensation.
My compensation for a 47 day long wait was a free game code... are you kidding me?? A game code? And knowing them, they would probably just send me a discount code for some second hand code site like Green Man Gaming or G2A. (Note: I still haven't even gotten a game code)
I told the representative that this was not even close to adequate compensation for my troubles. He told me he wasn't authorized to issue any more compensation and told me I needed to call back on Monday (today) to speak to a manager.cHe, like the rest, was very rude to me.
Of course I called, left my callback number, and was greeted by a way less than friendly rep who started off the call with "so you're calling because your computer took too long?"
Yes, yes I am. When I spend $1300 on a high end product I expect $1300 service, not $0.50 service of an iPhone cable being shipped from China that you accidentally order on Amazon after realizing there was no Prime on your order.
The customer service was very rude, their higher-ups are never present to speak to, and their waiting time is just ridiculous. IBUYPOWER has lost my family's, friends', and my own business.
Sure you can find some great deals on higher end PCs, but you'll get the service of a garage based startup company.
- Computer
- Customization options
- Wait time
- Price
- No answer to calls
Preferred solution: Price reduction
Resolved: Ibuypower not good bad better Business Bureau F rating buyer beware
“ Every company has its ups and downs hopefully after reading this they will go up We're giving them a five star rating for change and hopefully better quality builds and less failures out to the customers
Just ask them to help others more get a better letter on the Better Business Bureau the score is (a-f) and they have an F.
Side: Note UPS lady in our town was also disappointed and had to return Her computer cause it was broken, I spoke to the (UPS laby) while waiting i...
We were lucky and we're still within the 30 day moneyback guarantee as it continued to crash watching videos Netflix YouTube Hulu the monsters TV show, The computer just kept crashing black screen etc…
Issue number 1 ,When the computer arrived the LED lights had fallen out and we're laying inside the case. We took pictures of problems as well as other parts fell out.
Issue number 2, The computer crashes goes to black screen and makes a loud noise and other times it just goes to a black screen must restart the whole computer. We were watching the rock San Andreas just a movie on Netflix and The computer crashed black screen loud noise. We took videos of the above issue #2, The video Graphics Card: NVIDIA GeForce GTX 980 Ti 6GB with G-Syn
Issue number 3, when buying a computer using PayPal from Ibuypower you must put in your name and Social Security number the way that they collect the information through PayPal check out only shows up on PayPal credit even if you have your PayPal account linked PayPal credit has been aware of this now and it is under investigation to change it. Currently when you buy a computer you cannot do a resolution through PayPal and PayPal credit will not link or show on the PayPal site. PayPal credit is trying to work on this and correct this issue.
Issue # 4, they have an ( F ) very poor failure, F rating for the Better Business Bureau, here is the link you can see it yourself, http://www.bbb.org/losangelessiliconvalley/business-reviews/computers-dealers/ibuypowercom-in-city-of-industry-ca-1314****
BBB.org Business Review • Overview • Complaints • Customer Reviews THIS BUSINESS IS NOT BBB ACCREDITED iBuyPower.com On a scale of A+ to F 529 Baldwin Park Blvd City of Industry, CA 91746-**** 130 complaints closed with BBB in last 3 years | 30 closed in last 12 months Complaint Type Total Closed Complaints Advertising / Sales Issues 6 Delivery Issues 8 Guarantee / Warranty Issues 13 Problems with Product / Service 103 Billing / Collection Issues 0 Total Closed 130
we did a lot of reviewing and through the reviews many people have spoken about Robert and had good things to say about him so we used Robert Chen and he was helpful.
We did try the online chat it took a little bit and the representative who answered the online chat session was Robert Chen. They do have a company picture of their employees on their website in the about them section. Hopefully will never have to use support but at this time we are currently unable to give you a solid review on the support because we have not used it yet.
After buying our computer, We received an email auto generated letting us know that Mike would be our main point of contact to the sale. we did called Mike and spoke on the phone we also called Robert and spoke on the phone. We did send both Mike and Robert emails but only heard back from Robert. We're not saying anything bad about mike, we just read a lot of reviews about Robert and people seem to favor him so we used Robert.
Any questions or information we called Robert and he answered his phone and email, Robert preferred to talk over the phone to answer any questions or problems we may have.
The computer was packed well and they put foam inside the computer case which was very nice because we did not purchase that option which was an option on the website the foam in the case should be a standard not an option when shipping out.
Our buying experience we had, This is based on our personal experiences Buying computers through Ibuypower.com
We hope this helps others when buying a computer we're sorry to say at this time we would not recommend buying from Ibuypower, This should be a major red flag to others.
- Refunded had to pay shipping back
- Sloppy wiring
- Computer problems
Preferred solution: Get new tech and for the builders of the computer possibly could even be more
IBUYPOWER - Shipping Service Review
IBUYPOWER - Z170 Core I7 Review
Resolved: Ibuypower-Horrible products, horrible customer service.
I recently purchased a new MSI Apache gaming laptop for my wife as a Christmas gift on 11/26/15 for $1326.00. I paid an extra $69 for expedited shipping (ships within 2-3 days). From the first I noticed issues as it did NOT ship in 2-3 days, but rather 2 weeks later on 12/14/15. While I fully understand that its a busy time of year, that however is not my problem, if you cannot meet as advertised then you shouldn't be selling such a service as expedited shipping or should refund me the extra $69 I paid for it. But its gets worse....upon receiving the laptop on 12/17/15, and my wife opening it up on Christmas day, we turned it on, and inside of 3 minutes past the initial setup phase, it crashes. And I'm talking red lines across the screen, beeping and finally a black screen follow by a self power down. Now we have owned laptops in the past so we already had a cooling dock as well as the fans turned on, and it still crashed. So we rebooted it up and tried again, and this time it seemed to be working with no issues, so we proceeded to download wizard101 for my kids to play...no issues so far. But we noticed that when we tried to open up the web browser the screen would go black. So we again rebooted. Once on again we tried to play wizard and after 5 minutes of game play the black screen of death again, but ironically the browser now worked. We rebooted yet again, tried going on the internet and after 5 minutes the screen again went black. OK so after several attempts over the weekend, all ending in multiple black screens and self shut downs we decided to wait until Monday to call customer service and tech support. We live on the east coast and iBuypower is based in California, so we patiently wait the 3 hours time difference for them to open up this morning, and the second we call at 8:36 PST, it rings once and then goes directly to a busy signal. We tried their tech support line and get the same thing. This keeps happening all day long, and I mean all day. I sat and redialed at least 300 times, consecutively to no avail. This tells me that their phones have been down all day. So having no luck with the phone route we submit a text to their online chat feature via their webpage, and submit an email to their support team. Now there is where it gets really irritating...I inform the chat tech by the name of "Bradley" of my situation and he advises me to ship it back for repairs at ibuypowers expense. I say great, but I also want them to reimburse me for the $69 dollars I paid for expedited shipping since they breached our contract purchase agreement by shipping me a defective product. They flat out refuse. Now one would think that they would be apologetic for sending me a broken laptop, and would be eager to make it right and placate me since it was their fault I am shipping it back in the first place, but no, they refused to reimburse me $69 dollars, and to make it worse this guy then goes so far as to try to smooth things over by offering me a "free" game? Can you believe this ***? I then asked him what he expects me to play this game on since the GAMING laptop I bought from them for that exact purpose is NOT working? So we go back and forth for about 1 hour, I finally get fed up and ask to speak to a manager so he gives me the number of the same customer service that is continually busy. I ask for a DIRECT line to a manager, and once again I get the customer service 1-88*-462-**** this time with an extension. I ask him how does he expect me to call that when its perpetually busy? No response. So I ask once again for a "DIRECT LINE" and he gives me that number yet again, and when I tell him that's it NOT a diret line he keeps insisting that it is...can you believe this? So then I ask to speak to HIS immediate supervisor only to be me with the same 1-88*-462-**** with a different extension. And again I inform him that he keeps giving me the same customer support line that has been busy for hours. So again I ask him for his supervisors direct line, the number HE calls when he cant make it into work, and he says there isn't one. Unbelievable! Finally I ask him if he has any mental issues or if he is a bot or an actual human being, and he basically kicks me from chat! All this time mind you, my wife is continually dialing tech support only to get hit with a ring then busy signal every time. So Now I go on Facebook to their page, and send them a PM, and get no response. I post, on their page, and get no response. I go back to their online chat from their website and get back on with a online chat tech this time named "Lark", and he/she he tells me to get my windows disk and reinstall win 10. Ok, so we try this, which took several attempts due to freezes ups and crashes, and finally we get it reinstalled. My wife goes online and BAM inside of 5 minutes the screen starts getting those wavy red lines, and finally the screen freezes. She reboots it and goes online again, and a few minutes later we get the black screen of death again. So now I put another chat request in with their online tech guy and tell him this time I want to send the machine back and get a full refund. Some guy named "Matt" this time, tells me that not only will I have to pay for it to be shipped back but that they are going to charge me an ADIITIONAL $49 fee for the unpacking of it!! Outrageous!!!!! I inform him that I will do no such thing, that not only am I entitled to a full refund but that ibuypower is obligated to pick up the shipping cost because they breached the purchase contract by shipping me a defective product, in the first place! He flat out refuses and disconnects me from chat. So I submit to chat one again (all the this time my wife still trying to call in to customer service and getting the 1ring/busy signal). So now I'm starting to get really angry, this is NO way to conduct honest business. I paid perfectly good money for a brand NEW, fully working Gaming laptop, and THEY did not produce as agreed upon in our purchase contract but instead sent me a piece of junk that doesn't work. Therefore I should NOT be liable for any shipping or additional fees as I originally paid a shipping fee and got a DEFECTIVE product! But this guy then tells me that as a "favor" he's going to waive the $49 dollars but still refuses to pay for return shipping, despite the fact that I PAID for them to ship ME a working product that turned out to be DEFECTIVE in the first place. After I inform him that what he is essentially doing is ILLEGAL, he begins to get short with me and sends me a link to their Warranty. I read it, but nowhere does it say that they are free of liability for sending me a DEFECTIVE product. And aside from that, its just good business to make a customer happy, and make things right. Bear in mind, the cost or return shipping for me will be around $70-100 plus what ever the insurance from FedEx will be, which is usually around an additional $100. So I inform him that if ibuypower refuses to acknowledge that they're in breach of contract I will be forced to take this to small claims court, he then disconnects me. So I try to get back in queue for the online chat only to be timed out because their customer support close at 5pm pst.
Next day I go through pretty much the same thing and also file a complaint via their homepage. I get the typical run around, and their 888 number with extensions. Finally the following week I manage to get through to customer support, and I speak to "Brad", after several minutes of arguing he finally agrees to send me an RMA for return shipping and that I will be refunded the full amount of $1395.00. We send it our on 1/4/16, they receive it on 1/8/16. I wait until 1/19 and still no refund has appeared in my bank. I call them and they tell me that it was "just processed" and I should see a full refund in 1-3 days. I wait over a week and still no refund. I call back repeatedly for the following week with them telling me that they credited by bank and its for my bank to pay me, but they refuse to give me any confirmation number. I called my bank and they have received no such credit from them. I call back and am hung up on repeatedly, I call a supervisor and am told that there was nothing wrong with laptop I sent back, which is just silly. He then tries to tell me that I will have to pay for return shipping and that I when their rep told me I would get a full refund, it was a "misunderstanding". Having at this point reached the limit of my patience I hung up and sought legal options. I contacted the Better Business bureau, consumer report, my lawyer, several online media for consumer advocate groups, and called my bank and opened a fraud investigation case against iBuypower. I notified them via email that if they did not refund me my full refund I would take legal action, being fully prepared to drive to California to sue them in small claims court. They ignored me, and still have not given me my refund. Finally on feb 1 I informed them that I will be referring this to my states Attorney Generals office for a fraud investigation as they now possessed both my laptop AND my money since 1/8/16 and have refused to refund me. As of 2/4/16 they finally paid me a full refund. This is what I had to go through to get my money back because they sent me a defective gaming laptop.
My advice: Stay the *** away from this company unless you want defective products, horrible customer service, and a great deal of stress.
- Shipping time
- Warranty loop holes
- Warranty
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YEP ,.,that is exactly them
crooks