Xotic PC Deceptive Company Lincoln Nebraska

I will start this out by saying this- I am not saying Xotic PC is a scam company, but here is my experience with them.  I sent Xotic PC a check so I could get the cash discount.  After canceling the order due to the time it was taking to get a computer, I asked for a refund.  Xotic PC stated I had no credit with them, so I sent them a photo copy of the check which my bank sent to me.  It had Xotic PC deposit info on the back.  Even after receiving the photo copied deposited check, their finance could not find the deposit.  You can decide for yourself if you want to deal with a company whose conduct is so underhanded and unprofessional.  You can see this has been going on for over 3 months, and still is not settled.   

I am a disabled veteran who has started a small business.  I needed a travel computer but I have to be frugal because money is tight.  This is where I am in my dealings with Xotic PC. 

June 12- order was placed.

June 14- check was sent

June 19- from Xotic PC

Dear Brian

Thank you for shopping at Xotic PC.

Your order status has been set to: Order Pending Payment (Check, Money Order, Credit Card , PayPal or Wire)

Below are your order details. Please keep a copy for your records.

Order Summary:

Sales Order Number: 120353

Sales Order Date:      Friday 19th of June 2015 01:42:10 PM

Additional Notes Placed On Your Order:

Good Day,

The accounting department has received your check!

However, per our check policy, we require a photo copy of the checkholder's government issued ID (preferably driver's license). Your cash payment will be processed upon receipt of your ID.

At your earliest convenience, please forward the required image of your government issued ID to verifications@xoticpc.com along with your order number.

We are only able to ship to the Check holder's name unless another name has been added as an authorized shipping name with the check issuer. We will ship to the following:

25 June

My check was deposited by Xotic PC and cleared my bank on the 26th.  I received the following expecting the computer to ship very soon.  After all, they now have cash. 

Dear Brian

Thank you for shopping at Xotic PC.

Your order status has been set to : Phase 1 (Payment Processed & Inventory Gathering)

Below are your order details. Please keep a copy for your records.

Order Summary:

Sales Order Number: 120353

Sales Order Date:      Thursday 25th of June 2015 05:05:16 PM

01 July  (note the below is the same as the above except for a week later)

Dear Brian

Thank you for shopping at Xotic PC.

Your order status has been set to : Phase 1 (Payment Processed & Inventory Gathering)

Below are your order details. Please keep a copy for your records.

Order Summary:

Sales Order Number: 120353

Sales Order Date:      Wednesday 1st of July 2015 08:38:52 AM

On 01 July, I asked if they could price match NewEgg since their website states they will price

Match.  Below is Xotic PC response.

Hello Brian,

Unfortunately we are unable to price match NewEgg as they do not offer the same services we offer such as customization of the machines.

On 02 July, I asked to remove the upgrade so I could get a stock machine sent quicker.  Xotic PC reply below.

On 02 July, 2015 11:57, Trisha R | XOTIC PC wrote:

I have forwarded your email to your order analyst they will be able to answer this question for you.

Please allow 24-48 hours for a reply, and let me know if there is anything that I can help with!

On Tue, Jul 7, 2015 at 9:11 AM, I wrote:

Good morning Megan,

Have you been able to get the new price without the 500G MSata upgrade? 

Thanks.

Brian

07 July I received the following from Xotic PC.

Looks like Rachel did that change on 02 July

08 July

Dear Brian

Thank you for shopping at Xotic PC.

Your order status has been set to : Phase 1 (Payment Processed & Inventory Gathering)

Below are your order details. Please keep a copy for your records.

Order Summary:

Sales Order Number: 120353

Sales Order Date:      Wednesday 8th of July 2015 08:25:32 AM

08 July.  This was taking way too long.  I wanted the money back so I could buy from another company.  I canceled the order. 

Dear Brian

Thank you for shopping at Xotic PC.

Your order status has been set to : ORDER CANCELED

Below are your order details. Please keep a copy for your records.

Order Summary:

Sales Order Number: 120353

Sales Order Date:      Wednesday 8th of July 2015 12:06:09 PM

Additional Notes Placed On Your Order:

Hello,

We are sorry you had to cancel your order. Refunds are processed within 3-5 business days. We hope you will consider Xotic PC for your future purchases.

The email stated refunds are processed in 3-5 days, so I just waited to get the check so I could purchase from another company.

On 22 July, I opened a chat on the Xotic PC website.  Below is what was received even though the email above states 3-5 days and we are at 14 days now.

Chat Content: 22 July

Trisha R.: Hello, How are you today Brian?

Brian: Can you tell me if a refund check has been processed for order #120353?

And how much it was for?

The order was cancelled on 8 July.

Trisha R.: One moment let me pull it up

Brian: ok, thanks.

Trisha R.: So you do want to cancel, it looks like they were waiting on a reply to the email sent on the 20th

Brian: I received an email from Xotic that it was cancelled on the 8th. I would still order it if I could get the computer with no upgrades, and still have free shipping and my military discount apply. That is on the cash price.

Trisha R.: One moment here

Brian: ok. I can send an email or reorder if that makes the process easier.

Trisha R.: Unfortunately you didn't send in a cash form of payment, if you sent a cash form of payment such as check, money order, wire transfer, cash then we could apply the cash discount and it could be combined with one of the other discounts so either the free shipping or the Military. but you can't combine all three. The cash discount would go down to a 2% discount if combined with another discount

Brian: I sent a check and you cashed it. I can send the bank statement if needed.

Trisha R.: Okay it looks like you did send in a check and you requested a secured payment that's why it showed the CC on file

Brian: Yes.

You have $1588.58.

Trisha R.: Okay so the cash discount would be applied and we could combine it with either the military discount or the shipping not both

Brian: What is the military discount? Is it more than $28?

Trisha R.: The Military discount is between $30-$55 depending on the price of the PC. In checkout make sure to put "military" in the comments and we will notify you of the price on the particular machine you select.

Brian: So I should reorder? How will I let you know you have money there to pay?

Never mind. Can I get a refund check cut and sent to me. I will try this when I get back from this trip.

Trisha R.: Okay that is fine I will let them know to refund the amount to you

Brian: Thanks. I get back home in a few weeks. I will contact then. Thank you for your time and help!

I called on 07 August and they still had not refunded the check.  I needed a travel computer so I tried another order, being told a stock with no upgrades would be shipped in 1-3 days.  New order follows.

11 Aug

Thank you for shopping at Xotic PC.

Your order has been sent to order processing. Below is your order confirmation. Please keep a copy for your records.

Order Summary:

Sales Order Number: 123894

Sales Order Date:      Tuesday 11th of August 2015 06:41:21 PM

Your order status has been set to : Phase 0 (Order Received & Processing)

Below are your order details. Please keep a copy for your records.

Order Summary:

Sales Order Number: 123894

Sales Order Date:      Wednesday 12th of August 2015 08:24:11 AM

Chat Content: 12 August

Trisha R.: Hello, How are you today Brian?

Brian: Any questions on order 123894? What is the total cost?

Trisha R.: Good afternoon

Brian: How are you today?

Trisha R.: Doing good, It looks like you just placed the order on the 11th and it typically takes about 24-48 hours to get all that information to you with any discounts added

Brian: Ok. The order last week was for 2 computers and I only wanted 1.

Trisha R.: I only show one on this order

Brian: Yes, that is all I wanted.

Trisha R.: Alright yes that is the order that is currently going to get processed

Brian: ok. Let me know if there are any questions. Have a good day.

Chat Content: 13 Aug

Trisha R.: Hello, How are you today Brian?

Brian: Do you know how long it will take to ship 123894? There are no mods to the basic model for sale.

Trisha R.: Good morning

Hope you are doing well

Brian: Hello again.

Trisha R.: Usually if it is stock it is 3-5 business days

Brian: Any way to check stock?

Trisha R.: Just checked we have 13 of them so once your order goes into Phase 1 it should be around 3-5 days for you to receive tracking info

Brian: ok.

Sounds good.

Trisha R.: Was there anything else i can do for you?

Brian: No, that is it.

Thank you.

On 14 Aug, Megan M | XOTIC PC wrote:

Congratulations on your new XOTIC PC system!  The status of your order has been updated!  

For STOCK machines, it may take up to an estimated 1-4 business days from when Inventory Allocation is made for your order before your system ships.

On Fri, Aug 14, 2015 at 11:09 AM, Brian wrote:

Good morning Megan,

45 minutes ago, I put in an order cancellation.  It seemed to be taking a long time.  I was told I would get an adjusted price within 24 to 48 hours.  I have not received that yet even though it was ordered on the 11th.  I was told if that price was good, it would take 3 to 5 days before it shipped.  With shipping time and weekends, it could have been 2 weeks before receiving this computer.

I am writing to find out how much it came to with the cash discount and free shipping.  Xotic PC has $1588.58 of mine, so the price of this computer is below that, but I would like to know how much it is.

If we agree on the price, I would like to pull the cancel request. 

Thank you for your help.

Brian

On 14 Aug 11:12, Megan M | XOTIC PC wrote:

Your total for order #123894 came to $1371.02 so you are due a refund of $217.56

On 14 Aug 11:17, Brian wrote:

Megan,

Can you pull my cancellation request and have the computer shipped as soon as it is ready.  It is a stock machine with no upgrades or changes.

Thank you for your assist.

Brian

Chat Content: 17 Aug

Trisha R.: Hello, How are you today Brian?

Brian: How is order 123894 going?

Trisha R.: It looks like you are in Phase 1 currently which is the Inventory gathering Phase it typically takes about 3-8 business days to go through this phase

Brian: WOW. Can I cancel this order? I can order from Newegg and have it Friday.

Trisha R: I am sorry about the inconvenience.  You can cancel at  http://www.xoticpc.com/cancel_order_request_form.php

Just fill out this form

Brian: Ok, thanks.

Have a great day.

On 17 Aug 20:27, Brian wrote:

Good morning Megan,

I was told today it could take 3 to 8 business days to move out of phase 1.  That is not acceptable since below it states 1 to 4 days to ship.

Please cancel this order and return the money.

Thank you.

Brian

18 August the order was cancelled and I knew I would not order from Xotic PC.  I was truly believing Xotic PC is a scam company due to their actions.  No company can be this inept at taking an order, tracking payment, and shipping orders.

Below is what I received from Xotic PC on 18 August. 

Thank you for shopping at Xotic PC.

Your order status has been set to : ORDER CANCELED

Below are your order details. Please keep a copy for your records.

Order Summary:

Sales Order Number: 123894

Sales Order Date:      Tuesday 18th of August 2015 03:36:19 PM

Additional Notes Placed On Your Order:

Hello Brian,

I am so sorry to hear you are having to cancel your order. I have processed a cancellation for your order.  If you are owed a refund please allow 3-5 business days.

We hope to see you in the near future.

On 18 Aug

Good afternoon Xotic PC,

Can anyone tell me if this order was cancelled?  How long will it take to refund the money?

Brian

And Xotic PC response.

Hello Brian, 

I do not see any available credit or and checks made out to you.

Please give us a call at 402-466-XXXX.

Thank you,

Rachel

27 Aug- Sent email with no response, except for the automated response from the sales department.

30 Aug- Sent email with no response, except for the automated response from the sales department.

 31 Aug- Sent email.  Xotic responded with below;

Hi Brian,

Thank you for reaching out to me, I am working directly with my accounting department and they are helping me with the credit.

I will keep you updated, if I am not able to get to a resolution with it today, I will get you more info by the end of day Tuesday.

Thank you,

Rachel

01 Sept

Thank you for shopping at Xotic PC.

Your order status has been set to : ORDER CANCELED

Below are your order details. Please keep a copy for your records.

Order Summary:

Sales Order Number: 123894

Sales Order Date:      Tuesday 1st of September 2015 04:20:00 PM

Additional Notes Placed On Your Order:

Hello Brian,

I just wanted to let you know I have not forgotten about you. I am still working with the accounting department about your refund, thank you for your patience.

Rachel

Xoticpc

10 Sept- Email sent with the following response;

Hello Brian,

I am still working with my accounting department on this.

Thank you for your patience.

Rachel

10 Sept- I called wanting to speak to a manager.  I spoke to the Sales Manager and his reply is below.

Hello,

I have followed up with our accounting department and ensured it was processing.

The person in charge of cutting physical checks is off today, she will be here tomorrow and I will make sure it gets cut. Please let me know if there is anything that I can do in the meantime.

11 Sept

I called and emailed Xotic PC.  I left messages for Alex.  Called again 5 minutes before closing (1725), and there was no answer, so I left a message.  Alex called me back moments later.  He explained the person who writes the checks would not be at work until next Tuesday, the 15th.

As stated, I am a disabled veteran who is trying to buy a travel computer for my business.  I do not have the money to send to a “computer company”, fight with them for 3 months, while buying a computer from another company.