Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned my wifes iPhone 13 for a warranty claim and the company has been unresponsive and still has not sent out a replacement device. Now she has been without her phone since December 30th. Its almost theft at this point.

  Business response

  01/15/2025

  We do apologize for the inconvenience this has caused. There was a winter storm here in ************** so the time it took to process this return was delayed. Our team is shipping out the replacement today. Thank you! 

• Initial Complaint

  12/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wanted to return my order (iphone 13 mini) because I paid for "excellent" condition, which in their terms, was supposed to look like the phone was brand new, out of the box. There were a couple of nicks/dents on the bottom of the phone. I tried to email the company and call, but my emails were not able to go through. The error message said that their email address was not accepting emails or was inactive. When I called, the message said the recipient is not available and hung up.

  Business response

  12/20/2024

  Please see the attached picture that shows our team hasn't received any emails from this email: ******************************. Also, we have a returns section on our website that is fully automated and provides the customer with a return label for free. Our team would not intentionally ignore emails and if it was missed, the customer has a warranty and this is outlined our website. 

  Customer response

  12/20/2024

  Complaint: 22688457
  
  I have reviewed the business' response and am rejecting it because:
  
  I have no clue what the first screenshot is supposed to show? The second is a picture that I sent them of the damaged phone that they sent me. 
  
  Sincerely,
  
  Summer Ihori

• Initial Complaint

  12/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an IPAD last December from *************************** and attempted to use my warranty to fix my device. They denied my claim and said they returned my device but did not.They are failing to provide tracking information so I can confirm they have returned it. They just simply said it was returned and sorry you didn't receive it with no evidence.

  Business response

  12/20/2024

  Our team realized that we sent this iPad to the customers billing address which was differenet than their shipping. We issued them a giftcard for the amount of the device. Please see the attached picture. 

• Initial Complaint

  11/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a return to this company for 2 headphones and a ipad, it was stuck in transit so I had to open a claim for it but *** said the receiver has to open it which plug tech was not cooperating to open it so I had to bank dispute just so I can get a response from them now that the investigation got solved and the return successfully reached plugtechs warehouse they are not issuing my refund.

  Business response

  12/09/2024

  Thank you for bringing this matter to our attention. We understand how frustrating this situation has been and sincerely apologize for any inconvenience caused. After a thorough review of your case and communication with **** they have confirmed that the returned items were never delivered to our warehouse. We explained this to your bank when you filed a chargeback, and they sided with us after providing proof of return. The moment we receive the devices back, our team would be more than happy to provide you with a resolution per our policy. 

  
  
  

  
  

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a new used MacBook of their website about a week ago the first one had a lock on it that rendered it unusable they gave me a refund and I ordered a second one. Now the second one is supposed to be good condition but its also not in a working condition and has no operating system on it and is unusable as is. I am fed up driving back and forth to the *** store to do a return which I am now going to have to do for a 3rd time I expect to be reimbursed for both computers and my gas to return these packages.

  Business response

  11/20/2024

  We sincerely apologize for the inconvenience and frustration this situation has caused. Upon reviewing your order history, we noticed that the second MacBook was purchased using a gift card provided by Plug, meaning it was at no cost to you. It looks like you have already started a return and our team will be issuing you a refund for the device the moment we receive it. Please let us know if you have any questions. 

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son purchased headphones. The Item did not charge even after trying multiple chargers. It also arrived "postage due" as it was shipped with a "ground" label but shipped in a "priority box". We incurred an extra $5.31 in inappropriate cost. There is no chat or phone number to speak with anyone at the company so everything is via e-mail. Email points me back to the website and when attempting to return the item via the website, the website simply throws errors making returns impossible.

  Business response

  11/18/2024

  We apologize for the inconvenience this has caused. Once our team was notified that the customer was charged, we immediately refunded the $5.31 for shipping costs. We would be more than happy to send the Customer a replacement that is fully functional. We can issue a refund for the first pair but we can't issue a refund for more than what they paid to us. This is impossible.  We can send a replacement or issue a giftcard. Please see the atatched pictures showing that this device is being retunred back to us and we will issue a full refund. Thank you. 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an iPhone off the PlugTech from the Tiktok Shop and the phone was dead. I could not get it to turn on after multiple hours of charging through cables and wireless charging. I returned the phone with a label ****** gave me, a **** Pitney ***** label. A few days after delivery the company is claiming that I sent in a "white mailer with cardboard inside," but the label they're using is different from what TikTok gave me. The label the company is showing is a Stamps Endicia label which I never got. They're trying to convince Tiktok that I'm doing fraud so that they can keep both my money and the phone I returned. I filed an appeal/dispute with TikTok but they denied it because I have "insufficient proof" when I already showed them a picture of the two different labels, the box I used to return the phone and how the address on the label that company sent doesn't even exist. So how can **** deliver to a address that is fake? They wouldn't have delivered the package. It would've gotten into "Returning To Sender" status. I talked to my local **** Postmaster and he even agreed the address on the label the company is showing for "CHEWY RETURNS" does not exist.

  Business response

  10/28/2024

  
  This order was processed through TikTok Shop, which has ruled the return as fraud. In such cases, we adhere to TikTok Shops decision and their teams assessment.

  Customer response

  11/05/2024

  Complaint: 22378030
  
  I have reviewed the business' response and am rejecting it because:
  
  I gave you all the proof that one of your employee's used a different label from which was given to me from TikTok. 
  
  
  
  Sincerely,
  
  ***** *********

  Business response

  11/15/2024

  We do not provide return labels for tiktok orders. This is simply not true. For tiktok, you must go to your orders and select return items - this is done through tiktok. On their plateform, we adhere to there rules and their team suspects fraud as we did not receive this return. We have no association with ***** and would never provide a label for a tiktok return. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  08/08/2024

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

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

*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. ↩