"I ordered a power supply for my Sony VAIO from these people 2nd day air (shipping was $19.74). The part number I ordered was 1-468-709-23. The part number I received was 1-468-853-13 which is completely incompatible even according to their own website! This company refuses to reimburse me for the shipping even though they sent the wrong part! Now I have to pay to ship this POS back and hope they send me what I ordered at my expense! What a worthless company! To make it clear this is Impact Computers and Electronics at www.impactcomputers.com. By the way I have complete documentation of what I ordered and have pictures of what I received. Fortunately I ordered PayPal and will go as far as I need to to make this right.
Update: Well I shipped the wrong part back for another $10.00 and receive an email a week later saying it would take 3-5 days for them to determine who's mistake it was. If they shipped the wrong part they would send me the correct one at their expense (my original order was next day because I needed it right away). So now I'm looking at another two weeks before I get my order.
Today I get another email saying they are refunding the full purchase price of my order (minus shipping of course)and it will be refunded to my PayPal account within 15 days. Obviously they never had this part in stock to begin with and can't get it. All they had to do was tell me at the beginning that they didn't have the part! What a joke of a company! I reported them to the BBB. They are committing fraud with their business practices."
"Contacted this company to verify the part number was correct before ordering (there’s 2 part numbers on my laptop screen, one of which matches their online part number). They said it was the part I was looking for and it will work in my laptop. They sent me the wrong part anyways. Although it was their mistake they made me pay the return shipping. Then they told me it takes 3 weeks (15 business days) to refund the money. With holidays this turned ot to be much longer! The part I returned was still sealed in original packaging. I ordered mid Nov 2009 and sent it back very promptly and it is now Jan 2010 and I have not seen a dime of my money back. If you want to waste tons of cell phone minutes and time and don't mind paying for a companies mistakes then go ahead and order. If your ready to flush 100's of dollars down the toilet with nothing to show for it, go ahead and order from them, they are going to need your donation to continue running a business in this way. This is the worst place I have ever ordered from and it was a VERY expensive lesson to learn. I'm now out, not only the full price of the item + shipping but an additional $15 I paid to send it back to them so I could get a refund which I never received. The amount was over $200 and I have nothing to show for it. As far as I am concerned they stole my money.
edit: Talked to them again and they told me I had been refunded yesterday. I had not. Knowing that PP refunds typically show up right away (whether or not money gets placed on hold)I did not accept their refund was sent answer. After mentioning Lawsuit, about 5 minutes later money was in my Paypal Account."
"Our company does business quite often with Impact. They have very friendly reps that handle our orders in a very satisfactory manner. I, personally, have not had an issue since I have been doing our orders. They usually have the lowest price and have very accurate information reguarding the part numbers and compatibility. I would (and have) reccomend them to any of our partners."
"Impact computers had horrible!!! absolutely horrible customer service. They shipped the wrong drive which was urgently needed by me. It resulted in the delay of my project which required it thus resulting in a huge loss. Then, they made me pay for shipping it back, then charged me 15% restocking fee. The trauma did not stop at this. They promised to get back to me regarding sending the correct part number, but did not respond until I inquired about it a week later. In the end all I got was, sorry we do not have the part number you need in stock, when right from the first moment, that exact part number was what they had advertised as 'in stock' on their website'. They took one whole month to inform me about this If you value your dignity as a human being do not give these guys any business! They make their living on charging people fees for mistakes that they intentionally make. "
"Very unporfessional. No email notification when purchased an item. Wrong item was sent. 20% restocking fee charged, minus delivery charges when returned and 15 BUSINESS DAYS to get money back to my PayPal account. Like it takes forever to process Paypal!!!! Will never recommend this merchant"
"I am surprised that I even saw one positive review. I happen to also be a victim of a wrong Toshiba hard drive being mailed. To add insult to injury even though they have a misleading web page about compatible drives which I pointed out, I had to spend not only for reshipping but they had the gall to deduct a restocking fee. The non existent customer service was incredibly rude. I would be vary of doing any business with them. "
"I've read through some of these reviews and it's amazing the trend I see. Impact appears to like shipping the "wrong" part to customers, only to shrug and say, okay, you ship it back and we will "replace" it.
Basically, they've made a sale, it's on their books, and if you have a problem with the item they sent you, it will cost you (shipping fees that YOU are responsible for...what a great disincentive to send it back). I'm sure most people just say "screw it" and stick with what they have. What a great way to move inventory that has sat for a while.
With me, I was doing a data recovery on a drive, and so I needed an EXACT part number match. I searched their site, and lo and behold, they had my Hitachi drive with the matching P/N even! And "in stock"! I ordered it.
3 quick days later a package arrived containing...a completely different model drive than the one I had ordered. It was a Toshiba 40 GB drive (I had ordered a Hitachi 40GB drive) and Impact in their "desire" to help dumb it down for their clients decided that I was going to be cool with a Toshiba. What if I don't like Toshiba drives and I think they have a bad track record? Doesn't matter to Impact, they'll send it to you anyway.
When I order a Ford, I want a Ford, not a Chevy. When I order a Linksys router from NewEgg, I get a Linksys router, not a DLink router.
When I spoke to one of their staff about this, he stated that I should have noted in my order that I was ordering a drive for data recovery. Really? I have to tell Impact that I REALLY REALLY REAAALLLLYYYY want a Hitachi and that my ordering a Hitachi isn't a strong enough indicator that I want that Hitachi drive?
In the end, I had almost $20 in shipping fees to send back a drive I never ordered, and I was never given the option for a "replacement" drive since they didn't have the exact drive I wanted and that they had advertized...AND my client is still waiting for the data recovery on her drive.
How about they clearly indicate to the user in the shopping cart by putting a checkbox under the item they are ordering that reads "YES, I really need this exact Part Number (e.g. Data recovery)." When I suggested this idea to a rep who called me about my email complaint, she said she would pass it onto the owner. Haven't heard back from the owner, or received any royalty checks yet.
Absolutely pathetic. I'm sure my complaint will get the same old "store policy" nonsense excuse from the Impact rep who responds to these complaints. Well, as a business owner, it's my policy to never do business with other crappy business models, and I'm putting that policy into place as of now. I highly recommend others do the same. Go to NewEgg."
"Ordered a HP power supply from Impact Electronics. Spoke with Raul who was very helpful and informative. He was extremely pleasant to work with. The product was delivered the next day as promised. The computer now works. Thank you to Impact for having parts that HP no longer carries. Would recommend this company to anyone who needs computer parts.
Neil
Boca Raton, Florida"
"I phoned in an order for 45 units of a 270 watt power supply from impact computers. When I received the order they shipped me something completely different than what I
ordered. My order was for 45 units of 270W power supplies and they sent me 160W
power supplies. I looked at my packing slip and they took the liberty of changing my
invoice to make it look like I actually ordered the 160W! When I confronted the associate, Yury, about
this she told me that she offered the 160W as a substitute and I accepted. I attached the whole email conversation to the credit card company to show them this was not true. Yury then began processing an RMA and wanted me to ship back, at my own expense,
well over 100 pounds worth of power supplies! I advised her that I am not required to
ship back merchandise that is not as described at my expense.
Furthermore Yury told me that “We will credit your American Express Card according to
terms and conditions of our site.” Reading their site terms and conditions, which by the
way I did not acknowledge or accept, reveals that they intend on slapping me with a 15%
restocking fee. No thank you! That would be $393 of my money they are trying to keep
because of something that was not my fault.Then a day or two later Impact Computers offered to send me some shipping labels to send
the equipment back. I told them that I would be happy to send the equipment back using
their shipping labels if they agreed that they would refund me the whole amount I paid for
the order. They never responded to my email.
In the merchant's response to the credit card chargeback they presented false images of shipping labels implying that they
had send them to me. They never sent us shipping labels, nor did they agree to give us a
100% refund since they committed fraud by changing our order without our expressed consent. The merchant took it
upon themselves to send me whatever they wanted me to have.
All I want is to be set whole again and not to be out any expense as a result of these acts by
the merchant.
On a side note, please check out the character of this company:
96 Better Business Bureau complaints in just the past 3 years -
http://www.seflorida.bbb.org/Business-Report/Impact-Computers-and-Electronics-Inc-4006745
An awful rating on ResellerRatings.com:
http://www.resellerratings.com/store/Impact_Computers_Electronics
These thieves can rebut all these negative comments they have everywhere, but I think the sheer volume of negative customer satisfaction they have moots any rebuttal these guys may have.
So let's hear it Impact Computers. What lie shall you tell now?"
"I ordered an AC adapter for my laptop computer. When the AC adapter arrived, it did not work, would not even come on. Represntative with the company told us that they have had a problem with these. The company REFUSES to pay the shipping cost to send this DEFECTIVE part back to them so that I can get a replacement part. This is BAD buisness. I would happily allow them to send me another part, however, if that one didn't work then I would again have to pay shipping....where would this stop. THIS IS BAD BUISNESS! DO NOT ORDER FROM THIS COMPANY - IF YOU DO BE SURE THAT YOU AGREE WITH THEIR TERMS OF SALE WHICH I GUESS MEAN THAT THEY CAN SEND YOU DEFECTIVE MERCHANDISE, MAKE YOU PAY TO SEND IT BACK AND WASTE YOUR TIME!
In reponse to the company:
Why would I order a replacement -if it was bad too then I would be out another shipment cost to send it back - that doesn't make sense. The fact is, YOU sent me a BAD part and you didn't pay to have it returned back to you. I am not about to place another order to get one and be out more money. Customers need to order from companies that are able to back their merchandise - i can't stress enough - don't order from this company. This has made me more aware of checking policies and making sure they are proper before ordering."
"Over the years, I have ordered laptop and server parts from Impactcomputers.com quite a few times. Every time, whether it is Naomi, Raul, or Lindsay, they always make sure I get the best possible deal, and if they don't have it, they help with alternatives from the same manufacturer (not after markets).
Simply great!!!"
"Product just as advertised and very fast shipping.
Customer service representatives that actually answer the phone and assist the customer...not many companies left like this one."
"I ordered a DC adapter to replace one that went bad. They sent me a used adapter for the price of a new one. I paid $75 plus $12 shipping for a piece of junk and immediately returned it having to pay another $12 shipping. To date after repeated phone calls over the last five month I have not received any satisfaction. Their policy is to keep 30% of the price on returned items but then I have to ask what is their policy regarding an error on their part. I have my own policy on that subject and I do not think it is consistant with theirs. That means after investing $100 I get back $50 but they havent sent me a check so I am out the entire $100. Everytime I call them they say they have sent me a check. I have received nothing and I am out the $100 with absolutely no resolution in sight. I wound up going to ebay and buying a used one for $15 shipping included and am happy with what I have but I would like my $100. This place is a rip off and I would not suggest anyone using them. I am beginning a campaign to let everyone in the internet world know what a lousy operation this is.
After reading through some other comments I thought I would add one observation. It seems that if everything goes smoothly and people get what they have asked for on the first effort everything is sunshine and flowers. Impact seems to have a problem dealing with those instances where something goes wrong (and Murphy says things will go wrong)their policy and demeaner absolutely suck.
I have every intention of carrying this much further than this initial complaint as I feel the company has actually stolen my $100 with no apparent intent of returning all or any portion of it.
UPDATE 26 August 2009
I have read Impact's response and yes they have agreed to pay then entire amount of the part that I returned, however, I am still out $25 for the shipping charges. While I appreciate this gesture I suggest they work on their quality control and perhaps they could mitigate the occurance of issues such as this.
When things go right the world is beautiful. When things go wrong, and they will at times, company's such as this should spend a little more time sorting what went wrong and how they can make it better. "Policies" and stone walling customers until they complain to a site such as this are not the solution. It is a waste of my time and theirs. Think about it. In the meantime I have gone elsewhere."
"Satisfied.
Shiped what I ordered.
Replied promptly to a request.
Website was effective."
" I have ordered from this company many times in the past without an issue. Recently I placed an order for a Palmrest assembly for a Dell Laptop. It was a special order part and did not ship for 7 days. I paid the 15.50 for the overnight shipping. When it arrived on June 10, 2009, I opened the box and looked at the enclosed invoice. It had the part I ordered listed on the invoice. I pulled the part out and it was an LCD cover for a Dell XPS, not what I had ordered.
I contacted them about sending it back and advised them that I needed it quickly. The sales agent told me that the quickest way is to pay for another and send this one back. I paid for another one and received it 2 days later. I asked her about being reimbursed for the shipping charges as it was them who packaged the wrong part. She said she would put in a request and I should here from them within 24 hours. As soon as I got off the phone I got a generic email about not refunding shipping.
I then contacted a mandager, Yury, who was very rude. He was unwilling to help me and stated that the policy is going to stand. I asked if I could speak to the person above him and he said the the owner was not in. He said that he understood that they made a mistake multiple times. He finally agreed to send the information to his boss and told me I would hear from them within 24-48 hours. I did not. On June 19th I contacted them again and spoke with Yury who was once again not willing to help. Again he agreed that it was their fault but would not refund the money I lost due to their mistake. He said he sent me an email from his boss that I never recieved and he stated that he would send it again. As soon as he sent it i received it. It was the same email he sent me the first time with the word COPY on it. I do not believe he approached his boss with the situation.
All I would like is to have the shipping refunded as well as the price for the part. I have not shipped the part off yet as I am waiting to resolve this issue.
This company is crooked and I can not even talk to the owner. I have reported them to the Better Business Bureau. This is not how to conduct business.
Response to "Yury".
I was never offered a refund for the shipping. This is an outright lie. I was NEVER given the owners email and telephone number, which I would have loved to have to try and resolve the issue. You have mastered cut and paste. I believe that you do that very well. I sent the owner a comment on their website as well as asked to have him contact me, neither of which happened. These people are in a business that does not care about their customers. I was not asking for anything unreasonable. They screwed up sent the wrong part and only agreed to make it right by me losing 45.00 in shipping charges. NEVER AGAIN!"