Refurbees.com

As mentioned in a previous post, I purchased on Optiplex 7010 ultra-mini-desktop from Refurbess. The overall physical (cosmetic) appearance was very good and it looked exactly like ones pictured on their website and ads. I had originally set it aside after configuring Windows. Now that I had more time to get it fully configured,. I powered it up and installed antivirus, word processing, and alternate browser apps. Everything went smoothly until the system was powered down. Upon powering it back up, the monitor displayed Windows’ infamous Blue Screen of Death and it could NOT be repaired. I restored the system from an image backup I had made and everything functioned properly again. Until it crashed again, and again four different times, anywhere from 1 to 3 days apart (always after a power down). In the interim, in an effort to isolate/identify the reason for the mysterious behavior, I tried swapping out hard drives, memory SIMMs, and even abstained from installing any apps in an attempt to identify the source of the problem (none had any impact). On the fifth attempt, the system appeared to be stable and ran flawlessly for 7 consecutive days (a record). I took it down to SoCal (400 miles away) and gifted it to a senior friend. She spent several hours installing her apps of choice, transferring her documents, photos, etc. and everything functioned fine for another three days. Then it happened again (Blue Screen of Death). Final conclusion? There was a defective chip on the system/motherboard so I contacted Refurbees for a replacement. The purchase was now about six weeks into the 90-day warranty period.
That’s when the circus that masquerades as Refurbees “support” began. I had informed their RA department, both verbally and in writing, that I used two separate email addresses: One for ecommerce (shopping) and a different one for actual communications/tech support. I stressed the importance of using the latter because email was monitored daily at the latter whereas the ecommerce email address was infrequently checked. I included the order number for the system to ensure accurate identification of the defective unit. I was assured that they would send me an RA to exchange the defective system for another one. I was cautioned to follow the instructions in the RA. Several days passed and I did not receive the promised Return Authorization so I decided to check the ecommerce email address. Sure enough, there was an RA in my inbox but it was issued for my ultra thin laptop instead of the one linked to my order number. Unbelievable! So I called their support department again and provided the order number to the rep verbally, told them of the email address error, and followed up the telephone discussion with another email (to the rep’s own email address). A new RA number was issued but again, it was sent to the wrong email address despite verbal assurances that the proper email address had been corrected in their records. This delayed my ability to return the defective unit for nearly a week (due to an intervening weekend) while the warranty clock continued to tick. I was finally able to ship it the following Monday and UPS tracking showed that Refurbees received it the next Monday, 7 days later.
I also had temporarily relocated to SoCal for a month to undergo eye surgery. I emphasized over and over to be absolutely certain to ship the replacement unit to my SoCal address because there was no one available at my home address to accept parcels and our area had a known high risk potential for porch pirates. In both cases, I was assured that the correct email address and relocated shipping address would be used. I even sent a copy of the packing slip that I would be enclosing in the parcel. The Refurbees rep told me the instructions were quite clear and that there would be no problem for the RA department to ship it to the correct address. A few days after Refurbees had received the returned unit and having received zero acknowledgement from Refurbees, I called the rep again and asked about the status. She assured me the exchange unit enroute and that I should receive it on Friday. I requested a tracking number and the rep said she would email it to me. On Friday, the exchange unit was a no show and I never received the promised tracking number. This time, I sent and Urgent! Urgent! email message as I was scheduled for eye surgery in a few days. I followed that up with a phone call and this time, requested that the rep provide me with the tracking number over the phone. She complied and I immediately checked it on UPS’ Tracking site. The tracking results were revealed something about Refurbees’ competency that puzzles me to this day. Despite verbal and written communications, a packing list that provided an obvious reminder of my SoCal address where the exchange system must be shipped (printed in large bold type on 2 different pages), the RA department shipped it to my original home address and, 7 days later, redirected UPS to ship it to SoCal, a total of fourteen days to receive the unit while the warranty clock continued to tick. But this tale doesn’t end here. When the exchange system was unpacked, the condition of it no longer met the rating for a Grade B Refurbished unit. It no longer looked like the one pictured on their website or the original one that I had returned. Instead, the exchange unit had a broken bezal (it was chipped but the broken chip was not in the package which ruled out shipping damage as the cause). Also, the DVD-RW drive on my original unit as well as prominently displayed on all their ads and website had been replaced with a weathered-looking DVD-ROM drive. Moreover, the DVD drive was defective (it would not play CD-R music discs without skipping or hanging up; yet those discs played fine on everything else including portable CD players, other PCs, and even set top DVD players. In my opinion, this could only have been intentional as they could have simply taken the bezel and DVD assembly (completely tool less procedure) from my returned unit and installed it n the exchange unit. The total time required is less than 2 minutes. However, based on my experience, they are totally incompetent in providing acceptable support and service..If they fail to replace the defective drive, I may consider filing fraud charges. All statements made herein are fully documented with copies of emails, PDF attachments, and photos. BTW, to Refurbees credit, their copywriters do write extremely enticing ad copy. However, should you receive one that falls short of the mark, beware.

I purchased a total of three systems from Refurbees over a six months period (2 laptops and 1 mini-desktop). Problems were experienced with ALL three systems; two were minor and self-resolved. The other was more significant and is still outstanding. Here is an overview of my experiences.
The first purchase was for a Dell E5450 laptop. I would rate the physical condition as meriting the advertised “Grade B Refurbished.” Rating based on appearances alone. Three days after setting it up to donate it to a local charity, the laptop began to lose system settings after every power down. I opened up the case and found that it was missing several screws; one screw was even oversized and had been forced into its hole but could not be tightened due to the wrong size. I replaced the dead or dying 2032 coin cell battery and fixed the problem with recurring lost system settings. I also replaced the missing and oversized screws. I did not contact Refurbees support service but self-resolved these minor problems on my own, absorbing any applicable expense out-of-pocket.
Satisfied with the overall physical appearance of the first laptop, I purchased an Optiplex 7010 mini-desktop a few months later. After receiving it, this system also deserved its “Grade B Refurbished” claim. Apart from a few scuff marks, it looked exactly like the ones pictured in their ads and website. I first made an image backup. Then Windows 10 was configured to make sure everything worked properly. The system was then set aside while I focused on other matters. But there were some major problems with the mini-desktop that were not discovered until much later (but still within the warranty period; more on this in a secondary post because this one is already too long).
My third and final (because its “never again”) purchase from Refurbees was a Dell “ultra-slim” laptop. Its primary attraction is that it is thinner and lighter than similar products. The only problem was that Refurbees shipped it with an obsolete (older) AC adapter and not the one that was pictured in theri ads and website. The older adapter has the same voltage as the correct one but is much bulkier and heavier than the one that should have been included (the correct adapter model is clearly specified on Dell’s spec sheet for this laptop). The obsolete AC adapter defeats the entire purpose of purchasing an “ultra thin/light” model because it adds significant bulk and weight to the overall package. An exchange request was emailed to their support email address but I never received a response nor even an acknowledgement of its receipt. I self-resolved the matter by simply purchasing the correct slim model replacement adapter from an eBay vendor. The primary purpose of this particular complaint is to show that Refurbees quality control is misrepresented, My systems were not refurbished “like new” except for their cosmetic attributes. I had to perform my own diagnostics and self-resolve all of the problems encountered at my own expense. I did finally obtain a response from tech support on the mini-desktop but that is still-an outstanding matter that will be covered in another post.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I have not received my refund as they want to indicate with their documentAS of 2/*/there are no funds that have been deposited in my accountThis transaction was a direct Debit and not [redacted] I have linked my Debit card to my [redacted] account to make it easy for them to refund me.The issue is still pendingI have checked both my Bank records and pay pal accounts as I write thisMy request for cash payment meant for them to credit my Debit cardI consider a Debit transaction a Cash paymentI personally do not think that they generated the GIFT certificate by error but my basic interest is to have my money refunded since I was not happy with their product and services as orderedOnce I receive my refund I shall consider this matter resolvedThe ball is in their courtI can furnish both my account number, Bank statement and [redacted] statements In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

As per the [redacted] document a refund has been made to the customerWe do not control how long it takes [redacted] - the credit card and debit card processing company time to show the refund on a statementWith any return it is possible the card company can take up to business days to show up on a statementIf the customer wants they can call [redacted] and follow up with them in regards to the refund but the money has left our account and was sent back to the card that purchased the unitThanks

I purchased a Dell desktop 8 months ago. It’s already completely dead- no power, no motherboard, no hard drive. They did offer for me to pay to ship it back for the price of the computer and they would ‘fix it’. I’ve lost everything and they don’t care. They were even too busy to come to the phone to help and/or answer questions. BUYER BEWARE!

We will be happy to replace the machine for the customer even though he is out of warranty The first claim we are hearing about it was issued on 12/**/via email Please have the customer contact us between *** *** at ###-###-#### *** will issue an RMA for the
product The customer will be responsible for shipping the unit back to us Once the machine comes in we will send out a replacement Also please note that the webcam drivers could have been knocked out if the customer downloaded certain programs that would have made the laptops camera unusable Anyways we will do right by the customer as soon as the laptop comes in We apologize that this situation got to this point Thanks and Happy Holidays

We received the laptop back from the customer and verified that an 80gb hard drive is in the machine for the second time One can Google and see that the windows operating system that is on a machine uses up between 13GB - 17GB based on the machine purchased We do not control that it
is just standard space that the operating system needs Please Note that this customer jumped to fast to File a complaint - We accidentally yesterday clicked the wrong button which generated the gift certificate First thing this morning prior to receiving the complaint a proper refund had been issued through *** directly to the form of payment used to pay for the unit The Customer demanded her refund in Cash as per the email attached and we can not do that but only refund via the payment used to purchase the unit The restocking fee is charged because the machine was in perfect condition and the right hardware was included as per the purchase made We are sorry that the customer was unhappy but should be aware that if they purchase even a new system from a retail store that the operating system will take up to 17GB of RamThanksRefurBees

As per the [redacted] document a refund has been made to the customer. We do not control how long it takes [redacted] - the credit card and debit card processing company time to show the refund on a statement. With any return it is possible the card company can take up to 3 business days to show up on a statement. If the customer wants they can call [redacted] and follow up with them in regards to the refund but the money has left our account and was sent back to the card that purchased the unit. Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]  I have not received my refund as they want to indicate with their document. AS of 2/*/2015 there are no funds that have been deposited in my account. This transaction was a direct Debit and not [redacted] I have linked my Debit card to my [redacted] account to make it easy for them to refund me.The issue is still pending. I have checked both my Bank records and pay pal accounts as I write this. My request for cash payment meant for them to credit my Debit card. I consider a  Debit transaction a Cash payment. I personally do not think that they generated the GIFT certificate by error but my basic interest is to have my money refunded since I was not happy with their product and services as ordered. Once I receive my refund I shall consider this matter resolved. The ball is in their court. I can furnish both my account number, Bank statement and [redacted] statements.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Review: I purchased a laptop and have been having Problems with it and have contacted the Company several times and they will not contact me back. I contacted them under the warrant and thwy will ot contact me back I need this Problem fixed ASAP. The Webcam dose not work at all.Desired Settlement: I would like for the Company to Replace the laptop because of the problems that I am having with it.

Business

Response:

We will be happy to replace the machine for the customer even though he is out of warranty. The first claim we are hearing about it was issued on 12/**/14 via email. Please have the customer contact us between [redacted] at ###-###-####. [redacted] will issue an RMA for the product. The customer will be responsible for shipping the unit back to us. Once the machine comes in we will send out a replacement. Also please note that the webcam drivers could have been knocked out if the customer downloaded certain programs that would have made the laptops camera unusable. Anyways we will do right by the customer as soon as the laptop comes in. We apologize that this situation got to this point. Thanks and Happy Holidays.

Review: I ordered s laptop from this company. I ordered an upgrade to 80gb . Computer arrived, I informed the company representative that the GB was not as per my specs since I had paid extra. They kept on insisting that windows was taking the rest of the GB. From the Control PANEL ONE CAN SEE THE TOTAL GB available before installation of any programs or OS. I requested to return so that they would check and send me a different computer. The one they send me over used and the buttons illegible. I made this request in writing to them.

I paid first class postage to return the laptop vide return authorization numbe [redacted]. The company continues to insist that the laptop had the correct GB. I requested a different Laptop since I has not used the one they sent me yet. The customer service lady by the name of [redacted] asked me to sent my own postage to them to return the SAME laptop. I requested the REFUND of my money.. I was told that they would take 15% as restocking fee. I agreed since the laptop they wanted me to keep was too old...ERASED switch on buttons etc.

The company has now refused to refund the $186 which was to be refunded to my credit card. Instead they are issuing me a GIFT VOUCHER for the same . I do not want to do business with them because they have not treated me right.Desired Settlement: I paid for the computer in cash and would want to be refunded in the same manner. I have no problem with their punitive 15% restock fee. I need my Money refunded cash ASAP. I have the right to not buy a good that does not meet my qualified standard. I understand that these are used Laptops but the quality they pride themselves in the advertisement is a far cry from what comes in the box.

They probably need a grading system. A laptop whose switch on buttons. sound buttons are illegible should not be flogged to another customer.

To issue me with a GIFT CERTIFICATE to their own store is sheer IMPUNITY. I need my miney in cash.

The total I paid was $219.

Business

Response:

We received the laptop back from the customer and verified that an 80gb hard drive is in the machine for the second time. One can Google and see that the windows 7 operating system that is on a machine uses up between 13GB - 17GB based on the machine purchased. We do not control that it is just standard space that the operating system needs. Please Note that this customer jumped to fast to File a complaint - We accidentally yesterday clicked the wrong button which generated the gift certificate. First thing this morning prior to receiving the complaint a proper refund had been issued through [redacted] directly to the form of payment used to pay for the unit. The Customer demanded her refund in Cash as per the email attached and we can not do that but only refund via the payment used to purchase the unit. The restocking fee is charged because the machine was in perfect condition and the right hardware was included as per the purchase made. We are sorry that the customer was unhappy but should be aware that if they purchase even a new system from a retail store that the operating system will take up to 17GB of RamThanksRefurBees

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I have not received my refund as they want to indicate with their document. AS of 2/*/2015 there are no funds that have been deposited in my account. This transaction was a direct Debit and not [redacted] I have linked my Debit card to my [redacted] account to make it easy for them to refund me.The issue is still pending. I have checked both my Bank records and pay pal accounts as I write this. My request for cash payment meant for them to credit my Debit card. I consider a Debit transaction a Cash payment. I personally do not think that they generated the GIFT certificate by error but my basic interest is to have my money refunded since I was not happy with their product and services as ordered. Once I receive my refund I shall consider this matter resolved. The ball is in their court. I can furnish both my account number, Bank statement and [redacted] statements.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As per the [redacted] document a refund has been made to the customer. We do not control how long it takes [redacted] - the credit card and debit card processing company time to show the refund on a statement. With any return it is possible the card company can take up to 3 business days to show up on a statement. If the customer wants they can call [redacted] and follow up with them in regards to the refund but the money has left our account and was sent back to the card that purchased the unit. Thanks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

They sold me defective equipment. I bought two laptops as Christmas gifts for my grandkids, when I plugged them in to charge them, one sizzled and smelled like sulfur..after an hour of dealing with their inept phone system, I finally spoke to an extremely rude customer service rep that informed me that they would not refund my money, even though they sold me junk, because it was past 30 days (apparently that's the length of time their junk usually works). She was laughing and got great joy out of ruining Christmas. Now I have to pay return postage for something I have no use for as I had to buy one elsewhere. Obviously a business run out of someone's basement. Avoid doing business with this company

My wife purchased a laptop for me for my Birthday, and she did not understand that this company sells inferior quality products that are actually USED and (supposedly) "refurbished" to "like new" condition. The laptop she purchased (at great expense to HER, by the way) arrived several weeks prior to my Birthday, and (unknown to her) the warranty clock started ticking. My wife presented the laptop to me on my Birthday. The product came with virtually no instructions, and since I've used the same laptop for years, I wasn't familiar with the product. I called the phone number on the single sheet of paper that came with the laptop, and a woman answered. I asked her how to turn the laptop on and immediately got a barrage of rude, condescending remarks that made me feel as if I was a mn. Now, I spent more than a decade on my college education, so I was not appreciative of the "gutter-sniping" I received from this woman. She DID finally tell me how to start the laptop, and I preferred not to converse with her further on that date. After registering the thing, I let it sit for a few weeks. When I actually decided to use it, I discovered that the keypad was dysfunctional. Several keys were stuck and required me to pound them to make them function. I called back, and the same rude woman answered the phone. By this time, the 30 day warranty (of which I was not aware in the beginning) was nearly expired, and the woman stated I needed to send the laptop back to them in the mail (at MY EXPENSE!), so they could repair it (POSSIBLY at my expense!), and pay for return shipping. The woman could not understand why I found this to be unreasonable, and she even quoted her notes to me from our previous conversation (in which she stated I had been unreasonable and rude). Clearly, if you disagree with the policies of this company (this woman, maybe?), you will be considered unreasonable and rude. I've since spoken with MANY IT specialists who ALL indicated that this company sells inferior equipment, pads their own reviews online, and is untrustworthy. I would NEVER recommend the purchase of ANYTHING from Refurbees.com by ANYONE! Oh, and by the way, today, I decided to turn the laptop on again to see what all else might need repair by a local company. Guess what? The laptop is deader than a donut! Go figure!