Complaint Review: www.laptopscreen.com - www.laptopscreen.com Internet

So, here's the deal. I'm writing this report on behalf of my dad because he doesn't know about this website, Luckily I do.

We have a busted screen on a Toshiba Sattelite P305 laptop. My father was browsing the internet for several months to find a good price for a laptop screen for this particular model of laptop. We looked at several sites and decided on www.laptopscreen.com because it looked like a trustworthy legit website. They have contact information, warehouse information and addresses, online chats, the whole nine yards. Everything looks legit and the website makes the company look like a trustworthy company.

He proceeded to order his laptop screen from this website. We were informed it would be delivered on September 12th via USPS. When we didn't receive the screen it threw up a red flag and we began to investigate the situation. Our lives are busy, both work full time, I work full time and attend nursing school, so neither one of us could baby sit the tracking number. My step mom is here all day, so there is always someone present to collect packages. When we finally looked at the tracking number to figure out what's going on, the tracking number shows that it was delivered and signed for. By who? We know it wasn't us! My step mom didn't sign for it, my dad didn't sign for it, and I surely didn't sign for it because I'm rarely even here due to my hectic schedule.

We brought this up to the USPS office in our area and we were told by them to contact the company to setup an investigation that would take anywhere from one to eight business days. So on October 3rd www.laptopscreen.com was contacted to initiate a trace on the USPS tracking number. The initial rep who was working with us named Daniel was pretty helpful. He immediately opened a ticket with all the proper information and was descriptive in the ticket. We patiently waited and the company DID NOT contact us at the end of the investigation as they promised they would. Finally, 15 days after the investigation was initiated we contacted them. They told us to give them our address again and they would ship out a replacement for the lost screen. Mind you they never mentioned ANYTHING about the result of the investigation.

So we did. We gave them our address AGAIN, which I don't see why they couldn't of read it off to us since we contacted them VIA phone and verified that it was correct.

So, this guy named Ken contacts us via the support ticket and goes as far to tell us the screen has been shipped via FedEx express saver with required signature, and gives us a tracking number, estimated delivery date and all that jazz. At first it said the tracking number was invalid, which is normal until the package hits the first scanning checkpoint.

When three days had passed and it still said the tracking number was invalid we knew something was fishy. We contacted www.laptopscreen.com yesterday via telephone to ask them what's going on, and they said the package was delivered. We asked them who signed for it, and they claimed they didn't know! Really? Okay, that's cool, we'll just call FedEx with our tracking number. Come to find out, they provided a completely FAKE tracking number according to FedEx. The company ("www.laptopscreen.com") even went as far to accuse us of lying about not receiving the product! That's pretty bold -- to just outright accuse your customer of lying. I work in retail myself, and if this is any indication on what the standards of customer service are then we are in DEEP trouble!

It's kind of fishy that this has occured on two different occasions. We have never had delivery problems in this area. In fact, almost all the FedEx, UPS and USPS carriers out here know us because we frequently purchase online and they know exactly what to do with the package even in the event we are not home (we live in an apartment complex where the office can sign for us if no one is home at time of a delivery). I've had a television, various Xbox 360 games, an Xbox 360 video game console amongst many other expensive items delivered out here with no problem from any of these carriers, yet two packages in a row from this company don't make it, with one of them having a made up, fake, tracking number.

I will not EVER order from this company again, and I will make sure all my friends and family learn about the shenanigans this company is about. Luckily I have the connections to get this company investigated, and we will get our money back. Just not the way they're going to like. Having a great bank really is a blessing when it comes to dealing with crooks like www.laptopscreen.com.

For your viewing pleasure, I have attached the transcript with this company.

Oct 23, 2013 17:26:21

Customer wrote:

Yes we talked to our neighbors and they don't have it. I set here all day and watched the Fex truck drive by in morning and afternoon never stopped at our place.

End transcript.

As you can see, they have not bothered to contact us back regarding this issue. As I said we will get our money back, and we will gladly take our business elsewhere. It's just frustrating and inconveniencing because something that should of only taken us a few days to get is turning into a several month process because this company can't just come forward and tell you they lied and just keep you in limbo.