""Reconditioned" MacBook Air didn't even boot up"

I ordered a reconditioned MacBook Air through Back Market, and it was supplied by Mac Store UK. On opening it, two of the keys were chipped, which didn't bother me too much but it looked as if something heavy might have been dropped on it in the past. However, the real problem followed after an hour's charging, after which the laptop remained completely unresponsive. I left it plugged in, still nothing. I returned it three days ago and have had no acknowledgement that it's been received (or indeed that there has been a problem) and no assurance of a refund. I'm a big fan of reconditioned tech and those offering it, but this has rocked my faith in both Back Market and companies like Mac Store UK who supply the tech - how can they claim a product is reconditioned when it doesn't even boot up? And from both sites, there is absolutely no way to contact them and a shocking lack of customer services. Rather than the friendly, personal service that both companies promote on their websites and automated emails, they are actually faceless corporations making money from used technology that is clearly not being checked properly, and no after-care whatsover. Very, very disappointed and I will be taking this further unless I get some sort of a response from either company.

"Very impressed"

Just received my new MacBook Pro today from Mac Store EU :)

Good prices and very professional care.

A special thanks to Jon for all your tireless help with UPS to get it to me here on time before I left on my holiday/work trip.

If they have what you want here, don’t look elsewhere.

"I have dealt with Mac store on numerous…"

I have dealt with Mac store on numerous occasions and find them to be very helpful along with providing great products.

Items come in what condition they are sold at and after care response is also good.

If you’re looking to get a refurbished Mac for a fair price, I would recommend.

"I cannot fault the experience - thank you Mac Store Uk!"

After seeing the reviews claiming Mac Store UK is a "fraud" I just wanted to post my experience -which was brilliant.

In fact, I cannot fault the experience - when ordering a 64GB RAM MacBookPro direct from Apple they gave a lead time that was several weeks and would not arrive until a day after the gig I needed it for. Mac Store was very helpful and actually got me the exact MBP I wanted (including the right colour!) within a few days of ordering - in fact it arrived exactly a week before the gig. Cannot be happier!

A personal shout out to Mark on the website chat function - very patient and helpful, answering all questions and ensuring the exact spec MacBookPro arrived well in time for the gig.

"Where do I start"

Where do I start! I bought an iMac from Macstore UK back in April 2021. It cost just under £3300 so it was a significant purchase for me which I had worked towards for some time and was very excited about. I am a professional film production technician working with 3D and 2D design applications and so I rely heavily on having a reliable and powerful computer to deliver on tough deadlines. Within a week after receiving the unit it began to fail with intermittent and random system crashing in particular when connected to a second screen and always using one or two of my regular software packages. At first, and over the course of a YEAR from then Macstore were very helpful in investigating and trying to diagnose and fix the problems. This culminated, after considerable inconvenience and costly lost working hours, in the unit being returned to Apple who finally admitted a hardware issue and duly replaced the mother board.

Problem solved! Or so I thought... until system crashes started again after just a month. Since then I have had quite a different experience with Macstore UK. At times I have questioned whether they even exist anymore such has been the neglectful nature of response to any attempt at communication. I feel they have given up and decided to ignore the problem in the hope it will just go away. In a sense it will as I have neither any trust in their ability to fix the problems nor any interest in letting them try. It is so disappointing. I had worked for a long time to a point where I could buy this computer and it has caused me nothing but trouble. My only option now is to chalk it up as a bad spend and buy a new computer, they wouldn't even consider trading it in... no surprise that they don't want it back!!

To anyone considering buying from Macstore UK I would seriously recommend you spend the little extra and buy either direct from Apple or from long established and well known resellers. For the service and especially the risk involved here it is simply not worth it.

From a company who claim 'We specialise in building the most powerful and stable systems for video, audio, graphics and scientific industries' I couldn't have had a more opposite result. It is extremely poor and I am very unhappy.

"Customer Service"

I had a great experience with the good people at Mac Store. I bought my iMac of them in 2020. Recently I was having issues booting into the system and they were more than happy to look after me, customer service was 10/10 and a big thanks to Jon for looking after me.

"Awful service"

My response to MacstoreUK

It is a huge shame that we have to communicate here as emails are not responded to or phone calls anymore.

There is a fault with the iMac. This proved so when testing the iMac with Luke. I have a recording of it that was sent to Jon.

Yes Jon has been helpful when I was buying the iMac and during the initial fault which is being repeated now.

I ask you, as there is no name to refer to at the bottom of this post, if you spent almost £4K on purchase would you want it back when it is still faulty?

Luke sent the replacement Macs and I haven't used them. 1 because my old iMac works just fine on the same internet and 2 because the initial Mac sent to me didn't have a camera. The IMac you've sent is still in it's box.

It does not seem viable to take back an IMac that has been faulty twice within so many months. Telling me I have a years warranty means nothing if you can't resolve this issue or at least listen to and pay attention to this complaint. Why on earth would I send you back an IMac that works ok???

And why would you refuse to escalate this to the person that owns your company???

Response from MacstoreUK

Hi,

Thank you for taking the time to leave a review.

I have taken some time to look in to the issues you have raised both in your review here and an email today.

When you sent the iMac in to us for the second time a decision was made internally to escalate your repair to an Apple service centre so the manufacturer could test and inspect the device. After extensive testing by Apple and ourselves no fault can be found. We have shared the official Apple report with you by email.

Looking through the communication history a repair hasn't been refused, there just isn't a fault to repair.

I would also like to point out that Jon has been very vocal in the office to get a resolution for you. He did send a loan machine to you so you can continue to work while your iMac was sent in for repair and at our cost used an Apple service centre to confirm our internal findings. I am sorry that from your side this wasn't apparent but he has worked hard to resolve this as quickly as possible.

Your item is still covered by both us and Apple until the end of the 1 year warranty period.

Awful service. Bought an iMac for almost £4K and Jon was as nice as pie. Within a couple of months there was a fault. My clients couldn't hear me on video calls. My old iMac worked fine on the same network. They found an issue with the Mic repaired and sent back. When the fault repeated itself weeks later they refused to repair or provide a refund. Even though I sent several emails requesting an escalation to the MD Jon happily told me "he wasn't available" followed by an email saying the "case was closed" Biggest mistake using these guy

"Potential Scam & Poor Service - DO NOT SHOP HERE"

I'm part of a small business that needed a 2021 iMac with 16GB of RAM for a project overseas. I searched around, and macstoreuk had the best deal - or so I thought. I 'purchased' one on 5th September and was promised delivery date by the 13th or 14th. As I write this, it's now the 15th of September, and I am overseas WITHOUT my iMac. I messaged 'Jon' almost every day for assistance. He responded to about every six of them a day... After I got through to him, he told me there was no tracking number and promised me he'd chase it up. How does something that valuable not have insurance and a tracking number?! Extremely shady practice. My company project has been a complete failure thanks to them.

Please, DO NOT shop here. It's very unlikely I'll see my iMac or my money again. Even if I do, it's still a negative review because of the horrific service.

Absolute fail.

"A fraud, don't buy anything from here or you'll never see your money or your item"

After more than two months of payment I did not get my item. The seller responds to every fifth message. End when they do you can't rely on the information they give you because they lie. In one message they are just about to ship it, in the next they have no idea when they’ll ship it. Eventually had to open a dispute on PayPal to get my money back. Basically, they are a fraud. Don’t make a mistake of buying anything from them.

"Disappointed with delivery time. Ordered an Ipad on August 30th…"

Updated 6th september:
Changed to 4 stars after delivery finally arrived.
The IPad is superb, works fine and perfect condition.

I ordered an Ipad on August 30th through backmarket.com and I was told that the parcel would take 2 days to arrive. I have the invoice from Mac Store UK and my payment has been done on aug 30th. When I check 3 days later the shipping at DHL Express I find out that the ítem has not been handled to them (I double checked over the phone).
Tried to talk to them on the phone and using their online chat. No response whatsoever.
I can understand 3 or 4 days delivery time when they promise 2 but if after 3 days DHL hasnt even received the item that means Mac Store UK isnt delivering and it is worrisome. I need the Ipad for my youngest son before 7th september for his school. I will be happy to update this review with positive news if I get an answer an email or a call from this company but foremost when I get what Ive purchased soon.