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"I ordered a Samsung 171T 17 inch monitor from this company. The site described it as white, and the picture made it look white, but when I got it, I found it was actually grayish beige. I'm keeping it because I don't want the hassle of returning it and getting a new one, but still I'm not happy.
I was also not happy with the shipping. The company gives you shipping options of UPS, UPS Signature Required, and other faster methods. I chose the first UPS option, without the Signature Required and had them ship to my home address, which is an apartment. No one is there during the day, and it is a very low crime neighborhood, so UPS leaves packages at the door without getting a signature, unless the shipper requires one.
However, Legend Micro has a policy for that all shipments to apartments are sent Signature Required. They do not tell you this at ordering time. Instead, they change the shipping method to Signature Required on their own, without telling you.
I only found this out when I got the the shipping notification and contacted Customer Service. By this time it was too late to change the shipping method -- all that could be done was to have UPS reroute the package to a new address. Legend had UPS reroute the package to my work address, but that meant I had to transport the monitor back home.
All this took several days to straighten out and was quite a hassle. I think Legend should follow general industry practice and let UPS decide whether a signature should be required, since UPS almost always knows the neighborhood better than Legend.
I think I will look elsewhere to shop in the future.
8/10 UPDATE after Legend Micro response below:
I am certain that the listing for this product said WHITE and did not say beige. I was specifically looking for a white monitor, not beige. Legend kept the listing online for a few days after I bought it, saying it was sold out, but now they have completely removed the listing.
Legend's claim in their response that it "exempts" the recipient for responsibility for the package is irrelevant. Package recipients are never liable for a lost package -- unless they fail to report it. If a package is reported lost in transit and cannot be found after a search, then the carrier is liable.
It is also not true that UPS collects a signature only when the shipper requests it. If the shipper does not require a signature, then UPS uses its discretion to decide whether to require it.
But as I have already pointed out, the big problem is not Legend's requiring a signature, but that they DON'T TELL THE CUSTOMER they are requiring it, EVEN THOUGH the checkout gives the customer the option of not requiring it and they change it to required after checkout!
I have been looking through the postings from other Legend customers, and it seems quite a few other Legend customers have had this problem also.
On 8/9 I received a call from a Legend customer service rep who (1) also tried to convince me that the word "white" that appeared in their listing was really "beige", (2) tried to get me to change my rating in this posting, a serious violation of this Reseller Ratings' terms of use, (3) tried to get me to return the product, perhaps so I would retract my rating, (4) also tried to justify the signature policy as something for my benefit even though I told them it was a hassle.
I conclude from all this that Legend is a company that (1) is not above lying and violating the policies of a rating site of which they are a member, (2) fails to notify customers of unusual and important policies, (3) is obsessed with ratings, (4) does not handle criticism well, and (5) likes to fight with their customers.
As a result, I am lowering my rating of this company from two stars to one and urging prospective customers to shop elsewhere.
8/11 RECOMMENDATION:
There are good ways and bad ways of handling customers. Legend does many things right, but it also does many things that unnecessarily upset their customers. I hope they will choose to change their objectionable business practices. There are many resources to help them accomplish this."
"Helpful, but slow and disorganized.
they shipped a dead defective product; the RMA process was not expeditious. I was not given a status of my replacement was in the RMA process; not updated w/ a schedule for the re-delivery, or new tracking #. Then package was shipped to wrong address."
"They shipped promptly but by requiring a signature added another three days until I received The package. I get smaller packages worth 4 times as much routinly with problem. I set up the monitor today. I has no way to mount it, it is poorly designed with the edge of the screen literally off screen. Moreover, after on l day of use I think it is dying. It constantly shutting itself off in the middle of work; very frustrating."
"Delivery took forever. Item was broken. Useless customer service. Will never buy again. Their policy states that “Orders paid with Paypal with non confirmed delivery address are subject to management approval.” I called them and they refused to deliver the item to my "unconfirmed address" but accepted to send it to my credit card address which is the same address. When I requested to cancel the order because shipping to my "unconfirmed address" was denied they refused. They were rude and impolite on the phone.
On top of everything the item they sent to me did not work. When I contacted “legend-micro” their answer was “You can contact the manufacturer at 800...” when they clearly state that “All product guaranteed against DOA” and despite I follow the procedures and asked for the “Return Merchant Authorization number (RMA#)”.
I received an email from “legend-micro”: “DO YOU LIKE IT BETTER??? WHAT GOES AROUND COMES AROUND, TO REMOVE FEEDBACK CONTACT ME!!!” Again, very rude."
"I would NEVER do business with them again and would not advise anyone to do business with them. Monitor broke the first week and customer service is HORRIBLE!! They were unfriendly, not helpful, could not communicate or be understood, lied when I asked to speak to a manager and I am completely frustrated with the company."
"I had a horrible experience with this company. I bought a refurb monitor from them via Buy.com and the first one was defective, the second was as well. The kicked was they accused me of lying about the first defective monitor. You can read about it below in the complaint I sent to the BBB. In the end I talked to Buy.com customer service and they got the money refunded for me, but not after a lot of headaches. The BBB got back to me eventually but by then everything was resolved and I was done with this company.
[Moral of the Story:]
Take a video of yourself unboxing the product and testing it... maybe it'll help your case if it's found to be malfunctioning and when you ship it back they accuse you of being A) not smart enough to plug in a monitor, b) lying to them by sending back a non-defective product, or C) both.
///Submitted to BBB///
[Complaint Description:]
I ordered a refurbished monitor (23" Samsung P2350) from Legend Micro on March 4, 2011, via Buy.com for $149 (Order # 59560525). When I received it on March 20, I found that the monitor was having problems staying on after plugging it in, so I submitted a return request form on the Legend Micro website. I shipped the item out on March 29, and waited for a few weeks before a replacement arrived. When I tried this monitor, I found that while it was able to stay on with my other monitor when first turning on the computer, it would not turn back on if I turned it off while the computer was on. Rather than risk receiving another defective replacement, I filled out another return form on Legend Micro's website on April 18 and requested a refund just so I wouldn't have to wait another few weeks for another monitor, which I was given an RMA for. As I was about to ship it, I inquired about whether I would be provided with a shipping label again as I was returning a defective item back to them. On May 2nd, they replied, refusing to provide me with a shipping label, and then added in their reply that "Also, the original unit that you purchased from us and sent back for replacement had no problems." At this point I was starting to get frustrated, because they were accusing me of shipping back a unit that was not defective, so I called to hopefully clear things up today, on May 3rd. The representative I spoke to initially was Jane (after a while I spoke with her supervisor, Boris). I explained to them that I wouldn't have wasted my time sending the unit back if there were no problems, and that I really just wanted to ship this defective unit back and receive a refund so I could stop the back and forth with them. I even told them that I went to the trouble of making a video showing where the problem was just in case if their testers weren't able to replicate the problem I was experiencing. That video is at this link: [private link] I was then told that they would provide me with a "courtesy" shipping label, but that I would be charged 20% restocking fee for the unit that I sent back that was apparently not defective and that they sold to someone else who gave them positive reviews. When I asked them where this review was, she just said something along the lines of "oh... it's uh, in our system" (something not very convincing). I then asked them why they didn't just send back the original unit to me that was apparently not defective instead of sending me the one that I have right now that was defective, and if that was the case, why was there no kind of communication to me that what I had sent back was absolutely fine? Boris told me that people like to receive another item with a different serial number anyway, and that they didn't need to communicate with me via email that there was nothing wrong with it. This struck me as strange because I emailed them on April 7 to follow up on when I was getting my replacement monitor, I was just told that "The item came out of testing today and should ship tomorrow.", which would have been the perfect opportunity to tell me that the item was not defective and was being sold to someone else. I was starting to doubt that they were telling the truth, because it seems like they are retroactively just trying to cover their shipping expenses. Boris then told me that they would be able to provide me with a shipping label for my current defective monitor, but if they tested it and found no problems, that they would charge me a restocking fee, because apparently I now have a record of sending back non-defective items. I just wish I recorded a video of the monitor being defective the first time, because I was basically accused of not knowing how to set it up properly, even when I set up the ones I have now just fine. I am now worried about sending it back because they could just say it's not defective and just ignore my video, charging me the 20% fee anyway.
[Your Desired Resolution:]
I would simply like Legend Micro to issue me a full refund. I've spent a lot of time and energy on this issue, and I think that that is the least they can do as a gesture of customer service. Their words and actions blatantly show a disrespect for their customers, whom they indirectly accuse of lying. When I asked Boris what he would do if he came back to me saying the unit I have with me was not defective and I said "please watch the video" he said "well we can make our own video and show you the serial number and prove to you that it's working" but I think it's way too easy to just show me a video of any working monitor and charge me a 20% restocking fee to add insult to injury. Boris said that I could speculate all I want, but in the end it's very easy for them to make a fake video and accuse me of being in the wrong. I understand that this goes both ways, and that I too, could have made a fake video showing another monitor of mine that was faulty, but in the end, I as a customer just want a working product from them! Why would I waste my time otherwise? In the count of who's more likely to send defective items out versus who's more likely to lie about having a defective item, I think the one I currently have in my possession and that I have video proof of shows that they are more likely to send out a defective item but are not willing to own up to it. Boris had asked me to trust his technical testing team, and that they are reliable in determining whether a product is defective or not. If that's the case, then why am I sitting here with a defective one on my desk?"
"Worst experience I have with Legend Micro! I Bought a monitor from Legend Micro through Buy.com. It's a refur one, when I receive it one week later after I placed the order, I found that there were scratches over the monitor. That's not the point I want to complain. What makes it worse is that the upper part of the monitor looks almost tilled toward me, and couldn't be tiled back. When I call them, they have really bad altitude. basically they didn't believe me and keep saying it's understandable that there were scratches on the monitor, and all the monitors could be tiled at least 15 degree. After I explained for a while to her, she offer free shipping back to them and full refund on the phone and let me fill in the RMA forms on their website. After a day, they send me an email saying they can't offer the free shipping label. After two weeks, they charged me 20 percent reinstallation fee. I was just too tired to deal with them, but just want to share my experience here. I would say, if you happy to buy a good one from them, then you are lucky. Otherwise it would be pain in the ass if you are not satisfied with the product you bought."
"A word of caution. Check your item over REAL good.
I purchased a Samsung P2370HD refurb from them. It was a smooth transaction and the unit quickly and well packed. It wasn't perfect in that there were some gaps where sealent on the bezel wasn't totally complete. It was just cosmetic so I let it slide. I used it for 6 months without issue.
Buyer Beware: Silly me, I didn't remove all the advertising decals that were on the frame. When I finally did, I found thet the bezel had a crack at the corner. Either they didn't check it very well or they decided to leave it hidden under the decal. It was outside the 90 days so I'm out of luck. They will not do anything to correct the problem after 90 days. It was a nice price but I won't be buying from LegendMicro again. Worst experience with any refurb I've ever bought."
"Terrible company, you have been warned. Look under BBB and see how many complaints and how many different names this company uses. RMA form online is non-existant. Tech support talks to you once then won't take further calls. Emails are ignored. I had to get State Attorney Generals office involved to get any response. Do not deal with Legend Micro."
Detailed Ratings
Overall quality of the company
Pricing of products and services
Value the company offers
Is easy to do business with
Is consumer focused
Is committed to quality products and services
Is trustworthy
Likelihood of customers making future purchases
Likelihood of customer recommendations
Overall product shipping and delivery process
Being updated on the exact date the delivery was sent
Delivering products on-time
Ease of checking delivery status
Delivering products damage free
Variety of brands and products offered
Overall quality of ordering process
Ease of checking order status
Ability to determine if a product was in-stock real time
"BUYER BEWARE!! sells broken laptops! description of item is dishonest..didn't say broken laptop for sale...when asked if this laptop worked before purchasing it was told "yes it is working" filed complaint with BBB..will be filing more. After arrival of broken item was told it is a warranty problem..NO it was broken when it left your store. Also if they say it has anti virus program..it is expired...you will have to get a new one. BAD BUSINESS PRACTICE FROM THIS SO CALLED BUSINESS...YOU ARE BETTER OFF GOING TO BESTBUY OR ANY OTHER ELECTRIC STORE!"
"We purchased 2 net books for Christmas. When they were opened on Christmas, one screen had marks on it and the other had cracked over the wires. When we contacted the company 2 weeks later, they refused to honor their 2 week policy. They started the 2 weeks from the time we purchased them (even though it took 1 week to receive them).
When we tried several times to contact them and work with them, they REFUSED to let us speak with a manager. I will NEVER purchase anything from them again! Horrible customer service"
"I purchased the Samsung RF711-S02US on Dec. 28th and recived it on Dec 30th. I got the laptop was a great value at @$800. However, when i started it up i realized there was NOT a Blueray player as stated on the web page when i purchased it (and still reads as of 1/6/12) and there was no product key for the Microsoft office (Only a trial version included). When i called coustomer service the first time Iwas told that i could send the laptop back and they would replace the drive but, after filling out the RMA form online i was told that i would have to select a different model. I called coustomer service a 2nd time the conversatrion went like this:
ME: Your website states the laptop comes with a blueray drive and still does.
Coustomer Service(CS): That was a miss print and was supposed to be changed. We have an outside contractor that maintains our website.
ME: Well why would they put Blueray on there if it didn't come with one?
CS: When we ordered them they were supposed to have them but when we got them they didn't.
ME: Okay... shouldn't you honor your website and provide a Blueray?
CS: the only thing we can do is give you a refund and you can select a different model with a blueray.
Having said all this, I'm not returning the laptop. I'd rather not deal with coustomer service again nor run the risk of any future issues.
Moral of the story: Call coustomer service and confirm that what you're ordering comes with all that is stated on the website and don't expect much help from the CS reps whom are very eager to get off the phone with you."