iFixit

Initial Business Response / [redacted] (1000, 8, 2015/07/22) */ Contact Name and Title: curtis/manager Contact Phone: XXXXXXXXXX Customer ordered a samsung active screen through meI ordered and had it sent to my businessHowever Usps changed carriers to a carrier that worked the route two years agoHe thought the business closed and movedWithout noticing I just moved next door and the package had new address too I told customer to give me hours to locate the package or I would refund moneyI called Post Office they said tracking said it was in fresno I had several people check for package and even had them contact carrierAnyway customer came back hours later and I refunded in full

Complaint: [redacted] I am rejecting this response because:The first time that I pick up the phone I check the screen right there in the store and only half of the screen worked, this proves that they don't check the phones before returning them to the clientsAt that moment an individual not qualified (the oweners niece) open ? my phone trying to figure out what was wrong with it, she showed me my phone completely disassembleShe also confess to me that she didn't know anything about my type of phoneNow, he said that the he fix my speaker for free, that is a lie since my speaker is not working at the moment and when we talked about getting it fix, he told me that there was going to be a charge in order for them to fix it, I agree to the charges since I needed my phone, latter on he came at me and told me that my phone was the problem not the speaker it selfThe reason why I return to the store days latter after they gave me the phone is for lack of time, but one of my customers saw the phone damage the day I pick it upI can take my phone to another location to get it check but if they tell me that my phone is damage because of the poor service, I would like this cost and the cost for for my phone to get fix paid by this businessI bought my phone brand new and in the years that I had have the phone, it has never been water damage, how could I possibly got this phone wet when is not been use since is out of serviceI prove the owner of this business that I had to buy another phoneIf on the waiver that I sign says that they do not do refund, I have not a problem with it, ? I just want this phone to be fix (the lcd and the speacker) since I paid for the lcd to be fix and they damage the speacker Regards, [redacted]

Complaint: I am rejecting this response because:I am sorry but I do not think we will come to an agreement hereI have contacted my bank as your company suggested about weeks ago and they responded that I contact the merchant to address thisSpecifically, they said merchants will typically do a transaction reversal as opposed to a refund in order to get refunded the exact same amountI was not under the impression at the time of purchase (due to lack of clarity on your organization's part) that I would need to submit further identification in order to get the product my card was already charged forFurthermore, the point here is that dealing with your company has led to two thingsI am out dollars I've got a stress injury from the extremely frustrating and confusing experience Regards, S [redacted]

Complaint: ***
I am rejecting this response because:The first time that I pick up the phone I check the screen right there in the store and only half of the screen worked, this proves that they don't check the phones before returning them to the clientsAt that moment an individual not qualified (the oweners niece) open my phone trying to figure out what was wrong with it, she showed me my phone completely disassembleShe also confess to me that she didn't know anything about my type of phoneNow, he said that the he fix my speaker for free, that is a lie since my speaker is not working at the moment and when we talked about getting it fix, he told me that there was going to be a charge in order for them to fix it, I agree to the charges since I needed my phone, latter on he came at me and told me that my phone was the problem not the speaker it selfThe reason why I return to the store days latter after they gave me the phone is for lack of time, but one of my customers saw the phone damage the day I pick it upI can take my phone to another location to get it check but if they tell me that my phone is damage because of the poor service, I would like this cost and the cost for for my phone to get fix paid by this businessI bought my phone brand new and in the years that I had have the phone, it has never been water damage, how could I possibly got this phone wet when is not been use since is out of serviceI prove the owner of this business that I had to buy another phoneIf on the waiver that I sign says that they do not do refund, I have not a problem with it, I just want this phone to be fix (the lcd and the speacker) since I paid for the lcd to be fix and they damage the speacker
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The first time that I pick up the phone I check the screen right there in the store and only half of the screen worked, this proves that they don't check the phones before returning them to the clientsAt that moment an individual not qualified (the oweners niece) open my phone trying to figure out what was wrong with it, she showed me my phone completely disassembleShe also confess to me that she didn't know anything about my type of phoneNow, he said that the he fix my speaker for free, that is a lie since my speaker is not working at the moment and when we talked about getting it fix, he told me that there was going to be a charge in order for them to fix it, I agree to the charges since I needed my phone, latter on he came at me and told me that my phone was the problem not the speaker it selfThe reason why I return to the store days latter after they gave me the phone is for lack of time, but one of my customers saw the phone damage the day I pick it upI can take my phone to another location to get it check but if they tell me that my phone is damage because of the poor service, I would like this cost and the cost for for my phone to get fix paid by this businessI bought my phone brand new and in the years that I had have the phone, it has never been water damage, how could I possibly got this phone wet when is not been use since is out of serviceI prove the owner of this business that I had to buy another phoneIf on the waiver that I sign says that they do not do refund, I have not a problem with it, I just want this phone to be fix (the lcd and the speacker) since I paid for the lcd to be fix and they damage the speacker
Regards,
*** ***

I understand your frustration regarding the situation.
Regarding your request for a conversion fee reimbursement, you will need to contact your bank in order to request that as we issued a full refund for the cancelled order, we no longer have any of your funds for that orderAll of the prices on iFixit.com are in U.Sdollars and we deal in U.Sdollars As listed in our sales policies which you agreed to at checkout, when using your credit card, you will be billed in USD Currency and your credit card company will bill you with your local currency at the current exchange rateWe are not responsible for currency conversion fees charged by your bank nor associated gains/losses related to currency ratesHere is a link to your refund receipt for your first order, which was cancelledAs you can see a 100% refund was issuedhttps://dashboard.stripe.com/emails/receipts/rfdrc_17sH8***ptBsK8B
Attached is a screenshot of your PayPal refund for your second orderYou requested a return merchandise authorization number because the incorrect part was orderedWe obliged and you returned the part to usAs you can see $was refunded, 100% of the item priceWe did not refund your original shipping charge for that order; as per our sales policy we do not issues shipping charge refunds for non-defective partsYou were aware of this before you returned the product to usPlease note that we did make a one-time exception for you and waived our standard 15% restocking fee. Regarding your charge authorization concerns, at checkout for you agreed for iFixit to charge your card and you also agreed to verification.In sum, we're not able to cover currency conversion fees charged by your bank nor associated gains/losses related to currency rates

Customer came in with a broken lcd so we could not see what else was wrong with his phone aside from the broken lcd we fixed his ear speaker for freeCustomer went to pick up his phone and his screen was brand new and we offer a day manufacture warranty that does not cover physical
damage customer came days later to our store with an obvious water mark inside the screen and says that's been on there since the day I picked it up we always check all of our phones are working fine before customer takes the phone and so does the customer so he should've told us at the time and we would have fixed it but since he came back days later with the screen with a water mark we cannot offer the warranty on that and he also signed a waiver that clearly says no refunds I can provide this to you on Monday morning since we're closed today

Customer came in with a broken lcd so we could not see what else was wrong with his phone aside from the broken lcd we fixed his ear speaker for freeCustomer went to pick up his phone and his screen was brand new and we offer a day manufacture warranty that does not cover physical
damage customer came days later to our store with an obvious water mark inside the screen and says that's been on there since the day I picked it up we always check all of our phones are working fine before customer takes the phone and so does the customer so he should've told us at the time and we would have fixed it but since he came back days later with the screen with a water mark we cannot offer the warranty on that and he also signed a waiver that clearly says no refunds I can provide this to you on Monday morning since we're closed today

Complaint: ***
I am rejecting this response because:The first time that I pick up the phone I check the screen right there in the store and only half of the screen worked, this proves that they don't check the phones before returning them to the clientsAt that moment an individual not qualified (the oweners niece) open my phone trying to figure out what was wrong with it, she showed me my phone completely disassembleShe also confess to me that she didn't know anything about my type of phoneNow, he said that the he fix my speaker for free, that is a lie since my speaker is not working at the moment and when we talked about getting it fix, he told me that there was going to be a charge in order for them to fix it, I agree to the charges since I needed my phone, latter on he came at me and told me that my phone was the problem not the speaker it selfThe reason why I return to the store days latter after they gave me the phone is for lack of time, but one of my customers saw the phone damage the day I pick it upI can take my phone to another location to get it check but if they tell me that my phone is damage because of the poor service, I would like this cost and the cost for for my phone to get fix paid by this businessI bought my phone brand new and in the years that I had have the phone, it has never been water damage, how could I possibly got this phone wet when is not been use since is out of serviceI prove the owner of this business that I had to buy another phoneIf on the waiver that I sign says that they do not do refund, I have not a problem with it, I just want this phone to be fix (the lcd and the speacker) since I paid for the lcd to be fix and they damage the speacker
Regards,
*** ***

Initial Business Response /* (1000, 8, 2015/07/22) */
Contact Name and Title: curtis/manager
Contact Phone: XXXXXXXXXX
Customer ordered a samsung active screen through me. I ordered and had it sent to my business. However Usps changed carriers to a carrier that worked the route two years ago. He...

thought the business closed and moved. Without noticing I just moved next door and the package had new address too.
I told customer to give me 24 hours to locate the package or I would refund money. I called Post Office they said tracking said it was in fresno I had several people check for package and even had them contact carrier. Anyway customer came back 24 hours later and I refunded in full.

Hi G[redacted],Thanks for your feedback and for bringing this to our attention. I’m here to help. Looking at the history here it looks like according to the USPS Tracking, that the package was indeed delivered: 94[redacted]81332385867.  You reported the shipment as unreceived to...

iFixit Customer Support. M[redacted] then listed steps to locate the unreceived package, you replied with the following: “Now, if you think that I will take the blame and lost my money; you are dreaming.I paid you for something that have not delivered. You will not steal my money that easy.If I don't get my money back in the next 48 hours, I will raise hell and call whoever I need to call.You will not make a fool out of me and steal money.”Mike then recommended that you file a claim with the postal service after which he would sent a replacement shipment to you as per our policy mentioned below. Your reply to that email was:“I will call my bank and dispute. I will also call the Revdex.com and file a complaint.Thieves like you should not be allow to sell.I will make sure that every single one of my friends in facebook, twitter and youtube knows that you are FREAKING THIEVES.You will not steal my money that easy.”Mike then made you aware of our policy of not refunding packages lost in shipping, but that we ship replacements as we find most people still need to repair their device after a lost package has been issued.“Your reply to this email was:We will seeI had already started a dispute with my bank.”It has come to our attention that you have also been defaming our company, as well as our employee M[redacted] on multiple channels on the internet with one particular statement: “Do not buy anything from these thieves at ifixit.com They will take your money and deliver air. A guy name M[redacted] at ifixit.com will steal your credit card info and put charges on your card without shipping anything at all”We have refunded your transaction as an exception to our policy for you (https://dashboard.stripe.com/emails/receipts/rfdrc_18RoIEADkLJNGSBfGSzvUR1J). Additionally, we have alerted M[redacted] as to these posts, and if all defamatory posts are removed promptly, this matter shall be considered resolved.We anticipate hearing from you regarding the removal of those posts. If we do not receive confirmation via an email to [email protected] listing the removed social media posts within 10 days, we will be reaching out to you.

"I would like...

to know why my credit card was charged before I knew I had to submit ID in addition to my VISA information, resulting in currency exchange charges."
I'm sorry to hear about your negative experience.  Regarding the above request, iFixit.com uses a third-party verification tool in order to prevent fraudulent transactions.  All orders paid via credit or debit card are subject to billing address verification. Unfortunately the third-party verification tool is imperfect and there are false positives.
Credit and debit cards issued by banks outside of the U.S. are a valid form of payment on iFixit.com. These cards are subject to the same security checks as cards issued by banks in the U.S. 
The security checks are intended to ensure the safety and security of your financial information and prevent unauthorized use of your credit or debit card. Unfortunately, communication with foreign banks is not always as seamless as with banks based in the U.S., and we may be unable to verify the information required to complete your transaction.   The third-party tool flagged the order for additional verification immediately after the transaction took place iFixit.com notified you that in order to ship out your order we required additional verification.  In lieu of verification, you had the option to place a new order using PayPal. You selected this option. To accomplish this your original order was cancelled and refunded as we don't have the ability to place an order using PayPal on your behalf and all PayPal orders must be placed through our website.

Complaint: 11249081
I am rejecting this response because:I am sorry but I do not think we will come to an agreement here. I have contacted my bank as your company suggested about 2 weeks ago and they responded that I contact the merchant to address this. Specifically, they said merchants will typically do a transaction reversal as opposed to a refund in order to get refunded the exact same amount. I was not under the impression at the time of purchase (due to lack of clarity on your organization's part) that I would need to submit further identification in order to get the product my card was already charged for. Furthermore, the point here is that dealing with your company has led to two things. 1. I am out 40 dollars 2. I've got a stress injury from the extremely frustrating and confusing experience. 
Regards,
S[redacted]

Complaint: 11249081
I am rejecting this response because:I am sorry but this is poor practice. I was charged a large amount for currency exchange as I clearly stated earlier in this what you call "immediate" charge and cancellation you speak of--that does not make sense. I did not consent to those charges nor did I consent to charging my credit card before your company asked for further verification. I have been using this credit card for about 12 years and I have never ever experienced this in all of my hundreds of online transactions. 
Again, I am out 40 CAD with nothing to show for it by dealing with your company. Tell me how that is not poor customer service?
Regards,
S[redacted]