ComplaintsforMechanical Keyboards, LLC

• Initial Complaint

  04/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The seller indicated a product was available then shipped me a paper slip that said the product would come at some later, undisclosed date. Shipping is an important consideration for buyers today. I had no indication from the seller that the product could be delayed. If I had an option to not provide my money to the seller before the product was available I would have done so. I feel like they misrepresented the availability of their products and fraudulently accepted my money.

  

  Business response

  04/05/2024

  Hi,

  We try to ship out all items on the order as quickly as possible. In rare instances we have out of stock items with errors in our inventory system. As the slip you received says, you can reach out for a full refund at any time. 

  Your remaining item has been removed and refunded as requested. Please keep in mind that it may take 1 - 5 business days for your bank or card company to process the refund. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a ducky one 3 11/27 for their cyber Monday special. Everything was smooth until within the past week Ive noticed resistance and noise coming from multiple keys. I contacted mechanical keyboard with video/audio proof and the only solution I was given on a $150 keyboard was return for a partial refund because I did not keep the original box it came it. They admitted there is something wrong with the keyboard. It is not my fault the keyboard is defective. I need an actual solution not just send back for a partial refund. Other option they gave me was to purchase a new one while I wait for the return to be sent. Im not going to be out double for a mistake that isnt my fault.

  

  Business response

  12/18/2023

  Hi there,

  I'm very sorry that you've experienced issues with your keyboard. The customer service rep should be responding shortly to your support ticket. We are sending out a pre-paid shipping label so that you can send the keyboard. Your order would be refunded once the return technician has processed the order.

  Customer response

  12/18/2023

   
  Complaint: 21020714
  
  I am rejecting this response because:

  I was offered this with no guarantee I would get a full refund. No guarantee that I would get a discounted price towards another keyboard. No guarantee on replacement. I was told I would be offered a partial refund upon return. 
  
  Sincerely,
  
  ***************************

  

  Business response

  12/19/2023

  Hi there, I'm very sorry for any confusion around your order. You would receive a full refund once the return technician has examined the keyboard. 

  Customer response

  12/23/2023

   
  Complaint: 21020714
  
  I am rejecting this response because:
  All my reviews have been taken down. All my previous responses have been deleted on other websites. I want a full refund, and at least a discount since it was purchased during Black Fridays discount. I will happily send it back if I am not penalized for not having the original box. It has all the original keys. 
  Sincerely,
  
  ***************************

  

  Business response

  01/08/2024

  Hi there,

  Unfortunately, due to copy and pasted responses on every social media post and photo, we did have to remove the spam posts. 

  Once our returns department has received your keyboard it would be refunded. We would recommend returning the keyboard before January 31st as the return window would expire.

   

  Customer response

  01/09/2024

   
  Complaint: 21020714
  
  I am rejecting this response because:
  I need a guarantee that I will receive a FULL refund along with a discount code for another keyboard. I will very much happily post my review in other places until then. Due to very very poor responses Im sure Reddit would have a field day. 
  Sincerely,
  
  ***************************

  

  Business response

  01/09/2024

  Unfortunately, we are unable to guarantee a complete refund until our returns department can process the order. 

  You can post your review in any place you would like. Unfortunately, due to the spam nature of reposting the same review on every social post and photo we did have to delete them. 

  Customer response

  01/09/2024

   
  Complaint: 21020714
  
  I am rejecting this response because:
  So which one is it. You have offered a full refund and youre now taking it back. To me it sounds like bad business practice on your end. I have requested a full refunded along with a discount code due to having battled this now for over a month. 
  Sincerely,
  
  ***************************

  

  Business response

  01/12/2024

  Hi there,

  Your order would receive a full refund once the keyboard is processed by our returns technician. Please make sure to return the order before January 31st as the return window would close. 

  Customer response

  01/20/2024

   
  Complaint: 21020714
  
  I am rejecting this response because:
  I need a guarantee full refund and a guarantee on a discount code. My bank is ready to request a reversal and is aware of the emails. 
  Sincerely,
  
  ***************************

  

  Business response

  01/23/2024

  Hi there, 

  Unfortunately, we're unable to issue a discount code at this time. You would receive a refund once the keyboard has been processed by our returns department. We would recommend sending in the keyboard soon as the return window will close on 01/31/2024.
  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The keyboard never arrived even though it is marked as delivered. I checked the keyboard on the time of delivery but there was no package. They also opted for the cheapest option for delivery (Surepost) so that they can delegate missing packages to ***** They didn't even bother to refund or help the customer. **** doesnt give a d*mn about the missing package. Very irresponsible and sketchy business practice.

  

  Business response

  03/13/2023

  Dear *****,I'm very sorry that your package is missing!

  I was unfortunately unable to find any orders with the name provided, but please reach out to our support team so they can help you with your order here: contactmk.com

   While we do use *** Surepost for orders with the free economy shipping, we have a dedicated *** and **** representative that would help us with any lost or stuck in transit packages.

• Initial Complaint

  09/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 6th of 2021 I pre-ordered the ***** x ******* **** *** ****** Pink LED 65% Dye Sub PBT Mechanical Keyboard ****** MX ***** switches, I paid 119 dollars. I would Check their availability page and see they would expect it in a couple months, as soon as the day arrived I would check the availability page again to see it extended another couple of months. Customer service assured me it was coming, well its now September of 2022, 18 months later the website still gives me random dates they expect it and customer service just copies and pasts their basic lame response. I no longer have the card I used, I will take a refund in ****** if they offer that, what I ultimately wanted was what I ordered but the keyboard is probably outdated now and not worth what I paid.

  

  Business response

  09/21/2022

  Business Response /* (1000, 5, 2022/09/19) */ Hi there, I'm very sorry for the delay! Pre-order dates are not guaranteed dates and are subject to change at any time. Unfortunately, it can take several months for certain keyboards and switch types to arrive to us. We have cancelled and refunded your order in full to the original payment method used during checkout. As long as the account is still open, the funds would be received without issue. The card would not have to be active for the funds to be returned. Consumer Response /* (2000, 7, 2022/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got my money back so I'm satisfied, just never heard a pre order taking a year and a half. But thank you for the fast refund.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a keyboard that was defective. It would only work for 10 minutes each time then stop. This was noticed immediately after opening. When returning they refunded only partial amount. They deducted restocking and cost of return shipping. Need full refund for defective keyboard. They care very little about their customers. Ticket ID given was ******

  

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/24) */ Hi there, Unfortunately none of the keyboards that we currently offer would be compatible with any gaming systems. The keyboard was received by the returns department after testing on a PC, they could not replicate any issues. Since this keyboard was not defective it would be charged a standard restocking fee and the return label costs. Consumer Response /* (3000, 7, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) It did not work on our PC. Already bought another keyboard that works perfectly fine on our PC. I'm sure they didn't test keyboard for 10 minutes to see that it would then stop functioning. They just want to charge a fee. Business Response /* (4000, 9, 2022/08/25) */ Hi, Unfortunately, the keyboard was found to be functioning normally on all of the PCs it was tested on. We think the issue could be the adapter or USB hub the keyboard was connected to. All of the keyboards we currently offer can only usually function when plugged in directly to a computer.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May XX XXXX, I bought the ******** *** Keyboard (Order#: XXXXXX) for $137.28. On March X XXXX I started having problems with the keyboard. The battery wasn't working properly. The keyboard did not turn on with the battery, it only turned on if I connected it with its cable to the computer so that it received power. Since I was inside my one-year warranty I contacted Customer Support. I sent the keyboard for repair on March 24. On April 15 I received the keyboard. Since I received it, I started to have problems again but this time it was the Bluetooth connection and the RGB lighting. I tried everything I could to try to connect it to the computer but didn't worked. Also, the RGB lights wasn't working properly. Once again, I contacted Custom. Support. He said I needed to send it back for repair. Obviously the keyboard wasn't working properly so it needed to be sent back being that the 2nd time I had to do it in less than 2 months. Since I was still inside my warranty I sent the keyboard back for repair on May 20. On June 30, I received the keyboard. I did nothing more than open the box and the keyboard's hard case and I find that the ESC key is damaged/broken and half of the lights where not turning on. I immediately contacted Custm. Supp., explained the situation and attached a lot of pictures and videos as proof of what I was saying. It was evident that a broken keyboard has been sent to me in return because the warranty ended. He then replied: "You are outside the one year warranty and we have broken the seal on three brand new *** and shipping costs to fulfill that warranty. There is a chance that the brand new replacement that you just received was damaged in shipping but to be honest it looks like you just pulled it out yourself in a last ditch effort for a refund." He accused me of damaging the keyboard myself, that's total disrespect. This is the 3rd time in less than 4mo. the keyboard needs repair. I also email the CEO Mr. ***** and he haven't respond.

  

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/15) */ I'm very sorry that you were experiencing issues with your keyboard. The original keyboard that was sent in for a repair was replaced with a new keyboard on 04/11/2022. The second keyboard was sent a pre-paid return label which is outside of the RMA policy. This keyboard was also replaced with a brand new model as well on 06/27/2022. This would conclude the one year warranty for the keyboard. Unfortunately, we are unable to refund the order since it has been replaced with two new models and is outside of the one year window. Consumer Response /* (3000, 7, 2022/07/21) */ Firstly, none of the keyboards that were sent to me were "new", they were refurbished/used. As proof, you can see the stain in the ESC key in the pictures I attached. Secondly, before I sent the keyboard back for repair the second time, I asked for a refund being INSIDE my one year warranty and it was denied, now you are telling me that the reason you can't refund me is because I'm outside of the one year warranty? You are contradicting yourself. Clearly, a broken keyboard was sent to me because they knew my warranty was going to be over by the time I receive it back. On top of that, I immediately contacted the manager and send him pictures and videos as proof that I received it broken and he took that to call me a liar and accused me of having broken it myself. That's completely disrespectful and unacceptable. He has no right to do that. I emailed him back and told him that if I was treating him with respect I expected the same in return and asked him to apologized and he ignored me and NEVER replied back. What do you have to say about that? Is that acceptable for you? Also, before that, the manager himself told me and I quote: "If the unlikely event that the keyboard is not in full working order when you receive it, please notify us within 30 days or we would be unable to assist you." So I did, the same exact day I received it, and you just saw what happened. I just need a properly working keyboard to work and now I don't have a keyboard, the company got $137.28 and I don't have money to buy another one. I emailed the CEO of the company Mr. **** ******* ***** almost two weeks ago explaining everything and he haven't replied. The customer support haven't replied either and I have sent two emails already. Nobody wants to take responsibility. The company can't send me a broken keyboard, accuse me of breaking it, stay with my money and leave it like that. As a customer I have a right, and by law that is, an implied warranty right to a properly working keyboard. Attached are two videos where you can see the keyboard that I received with the broken ESC key and on the other video you can see that half of the RGB lights are not turning on. If you watch the video till the end you can see that after a short period of time they all shut down too so all the lights have problems. Please watch the videos. Will the manager have the audacity to say that I took the RGB lights out, broke them and put them inside again too? As you can see on the video, the shipping box is not damaged and you can also see the keyboard came inside a hard case, inside a black box, inside a shipping box filled with paper. Is impossible that the keyboard was damaged in shipping. It is beyond clear and evident that the company sent me a broken keyboard and now they want me to keep it. If you need more evidence of anything that I just said let me know and I will gladly upload them here. https://youtube.com/shorts/W0wHMTPkgGg https://youtu.be/ZOpvfuVPJlg Business Response /* (4000, 9, 2022/07/26) */ I'm very sorry that you were experiencing issues with your keyboard. The original keyboard that was sent in for a repair was replaced with a new keyboard on 04/11/2022. The second keyboard was sent a pre-paid return label which is outside of the RMA policy. This keyboard was also replaced with a brand new model as well on 06/27/2022. This would conclude the one year warranty for the keyboard. Unfortunately, we are unable to refund the order since it has been replaced with two new models and is outside of the one year window.

• Initial Complaint

  06/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mechanical Keyboards sent me a damaged keyboard. The shipping box and the keyboard box were damaged before arrival and looked damaged on arrival. The keyboard itself is broken - the side piece became damaged and is unstable and not clicked into place properly like the other side. I tried to resolve with company but they say it being broken is a "feature" and refuse to waive any of the fees associated with returning the product, despite it being defective on arrival. You can view the video of broken keyboard here: https://drive.google.com/file/d/*********************************/view?usp=sharing

  

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/06/21) */ Hi *****, I can confirm that the sides of the new ***** *** 3 keyboards are manufactured in a different way than the previous models. The new models have clipped in side pieces that would have a slight wobble when moved, similar to keycaps. We do accept returns for any reason and our full return policy can be found by using the link below: https://mechanicalkeyboards.com/customer_service.php?t=return_policies Consumer Response /* (3000, 7, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The product was broken and damaged in shipping and you continue to not take responsibility for it. I understand your PR reply is "it is a feature that the sides become "wobbly" - this isn't a wobble. It was damaged proven by the pictures I have provided. It is not a "slight wobble" - the entire right side of the keyboard is detached and makes a clicking sound. I request that the restocking fee be waived and to receive a full value refund because the keyboard was received damaged and not "in like-new condition". I guarantee you I'm going to return this keyboard and you're not only going to take the restocking fee but say it is broken and deduct further value. Business Response /* (4000, 9, 2022/06/22) */ Hi, I can confirm that the slight wobble is a feature of the keyboard due to way it has been manufactured. We're happy to accept the order as a standard return but unfortunately it would be assessed as a standard return since it does not have a qualifying defect. You can find our return policy and full information on how to return the keyboard here: https://mechanicalkeyboards.com/customer_service.php?t=return_policies

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a computer keyboard from this company over a year ago in April 2021 for $166.72. On May 11th, the company told me that the product could not be delivered and I could only receive a refund through store credit. I was provided zero updates for more than a year after my credit card was charged. After a very frustrating conversation with********, their customer support, they agreed to refund me through ******. However, it was been 8 days since they agreed to give me a refund and I have still not been refunded.

  

  Business response

  05/26/2022

  Business Response /* (1000, 5, 2022/05/20) */ Hi, I've very sorry for the delay. We are actively working with our finance department to get this issue resolved. Unfortunately, with manual refunds it can take longer for the refund to be processed. We hope to have this issue resolved by next week.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I pre-ordered a keyboard (******* VA108M S***** Pink LED) and payed $172.93 on March 7, 2021 to Mechanical Keyboards. On May 11th, 2022, I received an email saying that the keyboard would not be shipped because it had been discontinued. The email offered to refund me in website reward points. I asked to be refunded with cash since I do not want reward points and they refused, passing blame to their payment processor. I asked for a check instead of a typical refund and they refused. Mechanical Keyboards now has my $172.93 and I don't have a keyboard. I would just like the amount I payed refunded.

  

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/05/12) */ I'm very sorry that you did not receive your refund. We are actively working with our finance department to manually refund the order since the payment processor is no longer able process the payment. Consumer Response /* (2000, 7, 2022/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I promptly received my refund for the exact amount. Thank you very much Mechanical Keyboards and BBB.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a ***** keyboard 1/3/2022 from Mechanical Keyboards (Ticket ID XXXXXX) for $102.99 for a late Christmas present for my son. The keyboard was damaged when it arrived at my house, so I asked that it be returned to sender. The shipping box was squashed and bent, the keyboard box was squashed and bent, and the keyboard was marred. I asked Mechanical Keyboards for a refund. I also bought a replacement keyboard from Mechanical Keyboards 1/15/2022, so they got my money. The dispute is only over the refund on the damaged keyboard. Mechanical Keyboards only refunded $81.00 and refused to refund $21.99. (a) They claimed that the shipment was not damaged. They provided no evidence for this. They can't provide any such evidence because it was clearly damaged. I wouldn't have sent it back and then bought another if it was undamaged. (b) They claimed that they had to pay a return to sender fee of $12.99. USPS told me they do not charge for return to sender. But even if they do, "*******." of Mechanical Keyboards told me verbally on the phone today that they would have had to pay $10-$20 for a return label anyway. So this alleged return to sender fee did not actually cost them more than $2.99 above the normal return cost and might even have saved them money. I should not be charged for what they would have had to pay for anyway. I believe their unethical handling of this return amounts to a scam - a way to cheat me out of $21.99. "*******." refused to let me talk to any official above him in the company. He also refused to tell me his last name. And when I asked for the name of the president so that I could write a letter, he refused to tell me the name of the president of the company. This secrecy seems like further evidence of a scam operation. I am asking for a full refund. If they want to nitpick, they can deduct $2.99 since by initiating a return to sender I might have slightly increased (or reduced!) their return shipping costs. Thank you.

  

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/03/15) */ Hi, This issue was resolved in our favor with another BBB complaint previously. We do not give out the last names of any of our staff for their protection and privacy. We also do not give out any personal information of our C-level staff. Unfortunately, our returns department was unable to find any evidence of damage to the keyboard box or the keyboard itself. Our returns department does throw away the outer shipping box immediately, as you can imagine we process hundreds to thousands of returns on a weekly basis. In the instance that a box appears to be damaged we always recommend accepting the package and then reaching out to our team at contactmk.com. This is the fastest and most direct way for us to resolve any issues. If an item is RTS (returned to sender) we're unable to assist until the package reaches us, which can take weeks. Since the keyboard box, and keyboard itself was undamaged the order was charged a RTS fee, which the carrier USPS issues. The fee is usually $12.99 depending on which part of the country the package is returned from. The returns department also assessed a standard return / restocking fee of $9 since the keyboard and keyboard box were in new condition. Consumer Response /* (3000, 7, 2022/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mechanical Keyboards has not provided any evidence to support their claims. I saw damage so great that I could not in good conscience give my son the keyboard, so I refused it and had it returned to sender. Not only the outer package was squashed and bent; the keyboard box was also squashed and bent and the keyboard was marred. I then bought another keyboard from Mechanical Keyboards with the same action at the same price. However, Mechanical Keyboards is both the player and the referee in deciding what returns they will pay for and what returns they will not pay for, and they claim otherwise. The question is: Is their claim reasonable or unsupported? Since they are both player and referee and they are withholding my money, the burden of proof is on them. 1. They have provided no evidence that the product was not damaged. I have made my claim on the record. They do not provide any evidence such as a photo taken at the time. Therefore, the $9 return fee is unjustified. 2. They have not provided any evidence that they actually paid $12.99 for the return. Where is the receipt showing that there was a return fee for this particular shipment? The USPS told me that they do not get paid for "return to sender." Mechanical Keyboards has not provided any evidence to the contrary. Moreover, even if they had such a receipt, they told me they would have paid $10-20 for return shipping anyway, if I had followed the method they told me after the fact that they would have preferred. Therefore, their arbitrary decision to withhold $12.99 for return shipping is unjustified. 3. It is illogical to argue that I would return a keyboard that was not damaged and then turn around and buy as close to the same keyboard as I could from the same company, at the same price. If I was trying to cheat them, or had found a better deal somewhere else, I would not have paid separately to buy another keyboard from them, while this return was pending. (They no longer had in stock the exact same keyboard, so I bought as close to the same thing as I could, with the same keyboard action and the same price.) They have a motive for misrepresenting the return shipment money. There is no motive for why I would return a keyboard, if it was in perfectly good shape, and immediately buy another one from them at the same price. Since they are withholding my money, the burden of proof is on them. It is unreasonable for them, without evidence, to withhold my money on the basis of an implied claim that I manufactured the whole problem, returned a perfectly good keyboard, and bought another keyboard from them at the same price, in order to gain nothing beyond what I already would have had if I had just kept the first keyboard. Why would I do that if the first keyboard was not damaged? Their claim is unreasonable and unjustified. I stand by my request for a refund of $21.99, to make me whole. Thank you. Business Response /* (4000, 9, 2022/03/16) */ Hi, In the situation where a box is damaged, we always recommend accepting the package and then immediately reaching out to our support team so that we can rectify the issue. Since the package was returned to sender, the carrier would impose an RTS fee. Our returns department is required to pay the RTS fees on a weekly basis to keep our account in good standing. The reason that we recommend accepting the package instead of refusing is two fold. The time it takes for a return to sender to be processed can take weeks from the carrier since it is considered low priority. Additionally, we can send a return label at a discounted rate that would still allow the package to arrive to us within a few business days. Unfortunately, the returns department disposed of the outer shipping box immediately and no longer have access to it. This is standard practice of the returns department. If the outer shipping box isn't damaged they are told to dispose of it. Once they have determined that an item is undamaged and in new condition they would assess the order as a standard return. A standard return, would incur the $9 restocking fee along with the RTS fee from the carrier of $12.99.

*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. ↩