• Report:  #439675

Complaint Review: COMPUSA - Nationwide

Reported By:
- Hayward, California,

CompUSA.com Nationwide, U.S.A.
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On 2/16/2009 I placed an order online for an Acer AOA150. The order number is W5911637 - delivery to be signed by me or my sister. COMPUSA contracted with UPS to deliver the package, but we never recieved the package. The UPS tracking info stated that package was delivered on 2/24 and that a "John Martin" signed for the package.

I contacted COMPUSA regarding this and was told that an investigation will be completed in 10 business days. An investigation was opened up from 2/25-3/10. UPS also interviewed my sister at the shipment residence on 3/13. The UPS delivery guy stated that he had never seen her before and that he did not deliver the package on 2/24 even though the delivery was on his route. My sister also signed a statement on 3/13 acknowledging that UPS completed an investigation.

On 3/10, I contacted COMPUSA & Milton empID 5828 confirmed that a 2nd laptop will be expedited on 3/16 to be received by 3/18. We still did not receive our shipment, so I contacted supervisor Frank empID 5976 on 3/18 to get a status. Frank stated the investigation was closed on 3/10 and UPS denied the claim. This is inaccurate information because UPS admitted to my sister on 3/13 that they may have not delivered the package. It is also unclear to me why COMPUSA closed the investigation on 3/10 when UPS was still conducting an investigation on 3/13. No 2nd laptop was ever shipped out even though the notes in the COMPUSA system from Milton on 3/10 stated to "make sure to expedite shipment." Frank could not and would not give me a timeline on when this issue will be resolved.

On 3/31, I followed up to request a copy of the 1st & 2nd investigation. Nick empID 5810 stated that info cannot be provided to the customer. When asked about the status of the investigation, Nick stated that there was no status & there was no guarantee that the investigation will be completed in 10 days. He told us that we just had to wait. It has been over a month since I placed my order. COMPUSA has stolen my $351.95 & there is no end in sight to the resolution of this matter.

It is poor business practice in the way COMPUSA is handling this incident. I have never dealt with a brand business so full of incompetent employees and supervisors.


Hayward, California


1 Updates & Rebuttals

Abraheim A.

Shipping Trace Update

#2UPDATE Employee

Mon, April 06, 2009

Dear Danny, We apologize for the confusion and delay, Although shipping traces and of this amount can take time for the investigations as per UPS to be resolved. As our records show on 4/6/09 a credit back for the full amount has been requested to be sent back to your original payment credit card as an electronic refund back to your account. Please allow 3-5 business days for this process to complete and be reflected. If there are any other issues or concerns please e-mail me directly at : [email protected] Sincerely, Abraheim A. Customer Service Dept. CompUSA.com

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