"Ordered a CRT monitor Second Day Air on 15 December 2004. Have not received merchandise, have not received refund. Nobody answers phones - I just get voicemail. Emails and calls are not returned. Got through once over a week ago and was promised a refund that "will go through in a couple of days" but have not been refunded my $149.99.
Did a lot of business with them in the past at my last company (over 2 years) and always got my stuff quickly without problems. Not so this time.
Expected a delay due to Christmas, sent an email for tracking number after I was charged. It was sent FedEx ground, though I paid $60 for 2nd Day Air. Tracked shipment and saw that it was being returned to SurplusComputers. Called FedEx and they said that the merchant called back the shipment. SurplusComputers denied calling the shipment back, then offered to refund my money. Still haven't gotten any refund despite numerous voicemails and emails.
Very ticked off and have decided to pursue legal action whatever the cost. Beware - they ripped me off.
I called again (long distance) and started punching in extensions until I got someone. Oddly enough it was a tech support guy. I explained the situation - he said it happens all the time - and he transfered me to some guy named Larry.
I told Larry what was up and he essentially cut me off and said that my refund would be issued "tomorrow" which was Friday the 14th. While not rude, his attitude was pretty much "whatever" and he seemed to just want to get me off the phone. I was extremely skeptical about getting my money back.
After getting off the phone, I sent another email outlining the facts, my conversation with Larry, and that I expected my refund to be processed on 1/14/05 as promised. I checked with my bank and found that they had indeed *finally* refunded my money.
It's been a month since the time I originally placed the order before I got final resolution. Needless to say I will *never* do business with these folks again. I urge others to steer clear as well."
"I needed a cheap computer to complement my ibook at school. I went price searching for a while, and chose the Mach 3 XP 2200+, along with two discounted 21 inch CRT's.
The computer and one monitor shipped same day (dec 22, nice), and I also received prompt replies on my e-mails regarding the computer and information about it. However, I did NOT receive any confirmation e-mail about shipping for the monitor. I was told the monitors and computer ships from different locations.
There were a few problems. The second monitor has not shipped yet, and the computer shipped with a sempron instead of XP. My first e-mail was not responded to, but my second one received an IMMEDIATE response. The second monitor should be shipping now (will update later if it doesn't) and I was offered a partial refund to cover the difference between the sempron and the XP.
If you expect nothing but new products from a SURPLUS store, then you should be doing a lot more research. Although I feel they can work a little bit harder on making sure products ship correctly and improving customer relations, it is also the customer's duty to make sure you read all disclosures. The links are well placed on the page, sales terms and conditions, disclosures, etc. You also get to see them before you finalize your order.
So far monitor is working great, very nice. Computer is great as well, no problems. The processor fan was off when it shipped, but it was easy to throw back on.
Once again, note that this is a SURPLUS store, you will be receiving out of box products and used / refurbished products as well, but don't let this scare you away. Make sure you read disclosures and sales terms for ANY store you go to. It's the same thing as fine print ona credit card contract (do you even know the terms/conditions on your credit cards? I bet not) Based on what you order, your experience will probably be different. It appears anything that ships from the main computer store is better handled than things that ship from elsewhere.
Overall, I had a positive experience with this company. I read the reviews, but barring that one e-mail (note it was in the middle of Xmas -> New Years) I had a very pleasant experience with their customer relations, and once again despite what others may have said, the second monitor should be shipped now, and I was offered a refund, no charge to me, because of their mistake.
I would do business here again. Their prices are excellent.
If you have a problem with any orders, be firm in your e-mails but be polite as well, you will get a much better and quicker response that way."
"I suggest you avoid these people like the plague. While they ship an a timely manner and the prices are fair, their RMA department is totally inept and have a tendency to ignore emails; they don't answer their phones either so returning a product is a major pain. I have been trying to get a refund for THREE MONTHS but they sent me replacements instead and have admitted that they, "...didn't read all of my email," to which they responded only after threatening to take them to court.
UPDATE: After more threats of lawsuits for fraud and failure to perform, I still have gotten no response. I finally got a phone number for accounting and after 30 minutes on hold was assured that the credit had then been issued. Again, avoid these people at all costs!"
"This is a copy of my letter to them and pretty much sums it up.
*Beginning of letter*
Order Number: 217810
To Whom It May Concern,
Well against my better judgement and because of your prices and resellerratings, I placed a large order with you before Christmas. I did not hear
anything from you other than a verification of the order for at least 10 days, until I placed another email to check on the order.
I wish you had lost the order after I got it and checked it. The one drill I wanted most must have been out of stock, so I didn't get it at all.
The 24Volt cordless is a piece of junk!! The plastic attachment that holds the screwdriver bits on top will not stay hooked on and constantly falls off. In addition it is supposed to be a 24Volt Impact drill which should be pretty
powerful. It has no power and constantly clicks like the anti-strip/clutch kicking in even on wood with it set to the drill setting. There is no way this thing will drill through concrete, when it hangs trying to drill through 2'X4's. I have tried several settings and my excellent expensive drill bits, but it doesn't matter; it still will not drill through wood with any decent consistancy. This item cost close to $50 with shipping, so it's not one of your $10-20 drills. I am not even considering an RMA on this, because with my cost to insure and ship it back to you, in addition to your 20% restocking fee(which I am sure I will be chaged as the drill will come on and go forward and reverse and you would tell me it tested out fine), it is not worth the time, trouble, and cost. However, I will chaulk this up to lesson learned and you get what you pay for.
Next, the 16 piece precision toolkit arrived with a broken zipper on the carrying case. Yes the tools work but they fall out of the case.
The Bible story CD software will not install at all, and I am assuming it is a bad disc. I was able to pull a few files off of the disc, but it absolutely will not install.
The 2004 Encyclopedia I ordered does not fill up even one cd it is so skimpy and it is the 2000 version instead of the 2004 version. You can go online to check out updated info-but that's not what your advertisement for this software says.
The 300 piece drill bit set appears to have one decent drill bit in it, so I will just pretend I paid the $4 price for the one drill bit, as the carrying case and other bits are junk.
On a good note, the $5 battery tester seems to work fine, so I did get that item for my almost $100 dollar order.
I am extremely displeased with the quality of the items I ordered and will not do anymore business with you in the future, unless you could somehow make this right, which since I am not planning on paying a ton of shipping and restocking fees to send this back, I don't know how you could possibly ever make this right. In addition, I will be posting a copy of this along with your reply on resellerratings.com to try to prevent anyone else from making the mistake of ordering this junk from you.
Turner
*End of letter*
Note: I don't understand how this company could possibly have the high rating here on reseller, unless alot of company people are making the posts. If I had only one bad item in the whole order, I maybe could see that as a one-time thing. But all the problems I had with multiple items is just a bit too much. Buyer beware!! You have been warned."
"This is a warning these parts are used they are not new like they advertise I ordered the microsoft wirless mouse it came just throwed in a box with just a few peanut packing foam, the mouse had scratches on the bottom and ink marks on the connect button on the bottom of the mouse where someone was testing or using it and the cd had been opened and retaped, and most of all it was missing the battery's I emailed them, and if I pay the shipping I can return it and they can send me another mouse that may or may-not be new.Lucky the mouse does work after I spent more money to buy battery's.So if you wont to save money and buy used parts this is your place but they advertise new... BEWARE....I have ordered many parts for computers in the last seven years for customers and this is only the second time I have delt with a company like this."
"Absolutely will NEVER buy from this company again. I ordered an item (desperately needed a firewire card for a very important event). Although I had a little time, I ordered from this company. I waited over a week, nothing. I emailed and waited. Nothing. I re-emailed again, this time cc'ing every email address related to the company... nothing. They continue to ignore to the date. Although my money is not taken from my credit card, that money is on hold... so I am screwed until someone in their company acknowledges my last email to cancel. This is one of the worst online business adn I will avoid and recommend to avoid anyone dealing with this company. Incidently, I have purchased other items in the past from them... VERY VERY slow, but got my item(s). I'll move to a company that knows what customer service means, besides a few letter stapled to their website!!!!"
"In the details of the Disclosure - not on the product pages, where someone has a chance to read it - it notes "All products listed for sale are "Surplus". Surplus is defined as products
which were purchased through manufacturer's liquidation, closeouts, and auctions. Most surplus products listed are new with cosmetic defects." Take that seriously - this (apparently) includes any defect that doesn't affect the actual function of the product. It would be better to actually describe the product as having cosmetic defects on the product page. And there are no returns at this store.
Also, the order tracking and customer service is non existent. No way to track orders online. No response from the email address provided to inquire about shipping status. Extremely slow shipping - a week to ship on most recent order.
So it's order and wonder, if or when a product will show up, and what condition it will be in."
"Items as advertised. Shipped in reasonable amount of time. Communication left something to be desired; no feedback at all on whether items were shipped or to order status inquiries."
"Great value and super FAST shipping. I have placed several orders and have had no problems."
"I was able to get brand name(Abit hauppage tv go) for 1/3 the regular price everywhere else...so that brings a smile to my face...don't know about your face, but mine looks happy
thanks
quite happy
happy happy joy joy
happy happy joy joy"
"Each (of two) times I've bought from these folks the product has been delivered on time, as described, and at a good price. They have my vote a site to return to."
"My first order was for some DVD's. The price was right and the order arrived very quickly.
Surplus Computers does business just the way I like it, they offer great prices and prompt shipping!
"
"This was my second order from this company. The item shipped within the expected time frame and was undamaged.
Generally I find the prices to be very competitive. The range of goods offered is a selling point. I don't mind the e-mails because there is frequently a special on something that I had forgotten I want to get or some new product that is appealing."
"I've purchased all manner of things from this company---hard drives (IDE & SCSI), a DVD burner, sound cards, SCSI cards & cables, Palm PDAs-- and everything is in exactly the condition as described on their website (always good condition), and it arrives at my home exactly when they say it will. I will continue to purchase products from this company as long as they are in business."
"I am very satisfied with Surplus Computers with the exception of very slow shipping on a few of my many orders, they failed to inform me why some orders have not shipped. "