Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made multiple purchases from Plug starting around March 2024 until around October 2024. I have a ******* channel as a hobbies reviewing things like phones, computers and other consumer electronics. When I made my first purchase in March 2024 I signed up for Plug's affiliate program via ******* *******. I shared my affiliate link with my ******* viewers and X following. I mentioned Plug and its products in multiple videos and live streams. At the beginning of March 2025 I received an email from ******* that Plug has disputed my payouts for the previous 30 days have been disputed due to my code being found on a 3rd party discount website (amounting to $2,233.92) and that my link/code was no longer active. ******* said disputes must be handled directly with merchants so I emailed and messaged via *******. I explained I was unaware of my code being elsewhere other than my ******* channel and X. I had not shared nor published my code anywhere else. Plug did not respond to any contact attempt via ******* or email. In late March I emailed plug again asking to speak to someone in management. I was denied a contact method via phone. When I told them it was in regards to resolving my dispute with the affiliate program they once again stopped responding.

  Business Response

  Date: 03/31/2025

  We appreciate the support and the effort this customer has put into promoting **********************. However, the affiliate code was found on a third-party discount site, which violates the ******* Collabs terms. We disputed this on ******* and they agreed this was a violation. As a result, the commissions were reversed and the code deactivated. We understand this may be frustrating, but maintaining control of the code is part of the programs requirements.

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a phone in excellent condition and the phone was very scratched and not in excellent condition like I expected . I returned it as fast as I could and never used it or turned it on because I simply felt lied to . Plug tech makes it seem like returns are free so I felt confident ordering since if I didnt like it I could easily return it. It turns out they charged me 106$ for a return ? Like thats so crazy , no one has everr charged that much for a return , I understand that theres return shipping but most companies just charge 10$ but 100 is outrageous. Especially since they ADVERTISE FREE RETURNS everywhere on there website and even TikToks lives . I just dont see how thats even fair at all . Iam asking to at-least be refunded 60% of the fees that I paid to return a phone THAT was not in the condition that was advertised and I paid for which was excellent, especially since I was looking to support the business and also help the environment since the phone was as already like 1100$ for which like 100 more I could have gotten a brand new one . Iam asking for help and to consider this because its not fair at all .ORDER #*******

  Business Response

  Date: 03/27/2025

  Thank you for reaching out and sharing your concerns.
  We understand how unexpected fees can be frustrating, and we sincerely apologize for any confusion. Our restocking fee is outlined clearly on our website, and Ive attached a screenshot for your reference to help clarify.
  That said, we truly value your business and want to make this right. As a gesture of goodwill and to acknowledge any miscommunication, weve gone ahead and refunded half of the restocking fee.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Apple MacBook ********* i7 2.9GHz 16GB RAM 15" with Touch Bar (Late 2016) 1TB SSD (Space Gray) - "Excellent condition" from Plug in August 2024. As soon as I opened it, I waited a few hours for it to even turn on. Right away, I noticed issues. The keys were double typing letters when pressed, the Macbook was dying anywhere from 30-70% not holding a charge. I was getting an error on it that the battery should be replaced. It was hardly usable, especially without a charger. I reached out to Plug immediately and they told me I could return or exchange it. I just bought the MacBook and wanted that exact one, so I told them I would like to wait for the same one to come back in stock. (I had been looking at these for a long time and they always had them.) They agreed it was okay for me to wait, and that I could exchange it or get my money back even AFTER the 30 day window (I have plenty of email receipts, they are attached but let me know if you need more.) Well, I waited MONTHS and it never came back in stock. I hadn't used it for a while, and then I couldn't get it to turn on at all. It was totally dead. So, I emailed them to get my money back. They said it would be no problem and to return it. I did, and got an email stating there was nothing wrong with it and they will be sending it back to me. Even though they have told me several times I could get a store credit, I can wait past the 30 day window, I can get my money back on the same payment method, etc. They have been sending me the most inconsistent emails and I can't even call customer service because that isn't an option. So, at this point, I am out of $551.19 and a Macbook. I have nothing. They scammed me and this is fraud. I need my money back ASAP. I don't even want store credit anymore because I don't trust them. I loved Plug and have used them several times before. They were so helpful in the beginning but as soon as I shipped the Macbook back they lied to me and kept my money. SCAMMERS!

  Business Response

  Date: 03/27/2025

  After a thorough review of this situation, our team identified a miscommunication on our part. Unfortunately, the information previously provided by our agent was not aligned with our policy, which typically does not allow for refunds on products that have been in the customer's possession for over eight months.
  However, recognizing the error and in the interest of good faith, we have issued a full refund for the purchase. Weve attached proof of the refund for your records.
  Thank you for your understanding.

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I am disappointed that the only reason Plug fixed the situation was because I complained to the BBB, as they had already started to ship me back the same broken Macbook. Plug - do better. And get a customer service number. The email is NOT working for you and you shouldn't be allowed to conduct business until you do have one. 
   
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:12/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.