Scammed Me i ordered a CPU on the 24th of September they still havent sent it out a month later, terrible customer support with fake reviews, refusing to respond to emails regarding refund, cha... Toon meer
Bedrijf heeft geantwoord
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Was told it would take 7-10 days for PC to be built, not surprised at all they didn’t follow through with their word, Haven’t gotten updates, emails or anything actually insane, who knows maybe it’ll... Toon meer
Bedrijf heeft geantwoord
So, two months have passed since the purchase of the products and to this day I still have no response about the Case I purchased. They don't respond to my tickets, nobody gives me any information abo... Toon meer
Bedrijf heeft geantwoord
Really great to have and Irish business for us to use. There is 2 cons, speed and pricing. Pricing is a little bit over the top but accepting credit facilities means excess charges and naturally goin... Toon meer
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Bedrijfsgegevens
Geschreven door het bedrijf
It is our policy not to engage with paid for Review Services and we do not therefore monitor this page on Trustpilot. We do however check in from time to time to ensure no customers had issues and if they have we do reach out to them and we expect this to continue under Ares. CUSTOMPC.IE ceased selling components and accessories on the 30th of September 2024. All custom desktop pcs , laptops , servers and workstations with warranty have been transfered and all customers have received new contact information to ensure they have even better support than we have been able to provide over the last 15 years. Custom Computers and Technologie Limited is no longer involved with CUSTOMPC.IE We would like to thank our loyal customers in Ireland and everywhere else and we would like to ensure all of our customers are aware that they have support from A.C.T. who have sent emails to all customers providing new support information and details. Our decision to cease selling components and accessories came from this being a service we started in 2021 to assist customers impacted by the rules change with regards Brexit in January of 2021. This service was never intended to be in place for 4 years. Unfortunately we had to cease providing this service after consultation with our core customers and we provided 120 days notice of the end of component sales. The transfer of CUSTOMPC.IE was never intended to take place in the same year however we felt this change would ensure continuity and better support across Europe and in ireland for our customers who had purchased custom pcs , laptops , servers and workstations. Component and accessory sales were reasponsible for less than 20% of or sales however 80% of our support tickets were from this 20% and this had impacted the level of support we could provide to the many customers who relied on us for support for their workstations , servers , gaming pcs and laptops which is why we took the decision to cease selling components and accessories. The opportunity to ensure a better level of support from our core customers came about as an added bonus and we could not refuse the opportunity given what this meant for our loyal customers. Support is still available direct at CUSTOMPC.IE and through the normal emails and we do not believe this will change given there was an undertaking to ensure the same email addresses were to be live for at least 12 months. The CUSTOMPC.IE brand is not part of the ARES Group and we expect the brand be taken to new heights by ARES.
Contactgegevens
O Brien Road, R93K22K, Carlow, Ierland
- 0874887669 ( WHATSAPP )
- sales@custompc.ie
- custompc.ie
2,8
Gemiddeld
950 reviews
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Excellent service....no problem getting…
Excellent service....no problem getting information and the product is perfect
5 mei 2023
Antwoord van www.CUSTOMPC.ie
Thank You for your review
shipping was delayed but all good in the end
[edited after happy resolution by company]
Although payment was taken immediately for my order, it took a while to actually get shipped due to the time it took for stock to arrive at the company. I did have to raise a couple of tickets, but to their credit, my issues were sorted out and the company telephoned me to explain the situation and substituted one part with a (better) substitute.
They could have communicated better early on in the process; I wouldn't have needed to raise tickets if this had happened.
I did find the shipping cost expensive (about €10 for three small parts), but if it's the same cost for all order sizes, then it works out fair all round.
18 mei 2023
Antwoord van www.CUSTOMPC.ie
David ,
You placed your order on the 18th of May 2023 and we shipped your order on the 31st of May 2023. Your order was stated as 7-10 business days on the product page when you placed the order however there was a stock issue with this WD Blue product which resulted in us contacting you. We provide the estimated delivery term for each item on the product page of the item and this product showed an estiamte of 7-10 days. I do also note your order was it seems HELD PENDING SECURITY REVIEW which is when the metchant processor of the payment card transaction requests information about the order. This delay is beyond our control however this did not affect your order given the delivery time was 10-12 days. I am sorry you were unaware of the delivery time on the WD Product.
Delivery is very slow and suport is…
Delivery is very slow and suport is very bad communication is 0 avoid this site
1 mei 2023
Antwoord van www.CUSTOMPC.ie
Dani ,
Your order was placed on the 2nd of May 2023 at 11.33 for an END OF LIFE ASROCK H310CM Motherboard with your order shipping on the 16th of May 2023. The delivery estimate stated on the product page was 7-10 business days from date of order. This item however has been shipped as NEXT DAY during April and into May as we took 100 pieces into stock due to the demand for the last of the H310 motherboards. When you placed your order the 100 pieces we had were no longer available and we then had to source new stock which was not easy as this item has been END OF LIFE since September 2022. As you had placed the order we did everything in our power no matter the cost to obtain the H310CM and support to you. We obtained stock and shipped to you in less than 2 weeks which is 10 business days. I am sorry you are not satisfied with our service but please understand when you placed the order we had sold the last of the H310CM and due to the motherboard now being EOL obtaining stock to fulfill your order took time. We do everything possible to ensure past and reliable deliveries which is why we state the delivery estimate on the product pages. Again we are sorry we failed to live up to your expectations.
Overall amazing I’d make one small change
I really liked how helpful and informative it was and customer service was fast and very nice. The only thing I wish you had was an email estimating when the pc would arrive
12 mei 2023
Antwoord van www.CUSTOMPC.ie
Thank you for your review. We do provide estimates of when a CUSTOM PC will be delivered and we provide update emails as the build progresses. Unfortunately the delivery estimate can changed based on the complexity of the build as well as the volume of builds we have on at the time. The average time for a standard custom pc build is 10 business days from date or order or payment.
Antwoord van www.CUSTOMPC.ie
Thank You for your reciew
Dead computer
Switched on the computer, no power. can't phone anyone to get a quick answer I have to email and wait for a reply
24 april 2023
Antwoord van www.CUSTOMPC.ie
Mike , Our Staff are available to answer support tickets from 10AM to 4PM daily so please open a support ticket from within your account and we will respond to you quickly. It would be highly unusual for any PC supplied not to power on. All PCs undergo entensive testing prior to shipping and we use packing which gives 3 layers of protection to pcs when they are in the delivery system with DPD.ie which reduces the changes of damage in transit. I cannot see any ticket having been opened in your account related to this order so can you please open a ticket to confirm if you still have an issue or if you have resolved the problem you experienced. You can also email support@custompc.ie or sales@custompc.ie however you are best to create a support request from within your account as we can then see your exact order and you will have a priority reply.
Great service and thanks for the jellies
6 mei 2023
Antwoord van www.CUSTOMPC.ie
Thank You for your review
Unresponsive and lack of clarity on order status
Hello,
Please cancel my order. I have tried doing that using the website but of course it doesn't work, it is saying I can no longer cancel my order even though status is still saying “order processing” where according to your T&C you are still able to cancel your order…
I am very unimpressed with this service, the extremely poor response time and lack of clarity is downright awful customer experience.. Its been over a week since I have placed my order and 4 emails later I am still not getting any confirmation on what stage my order is on. Humm has confirmed everything is okay on their side. I have emailed them also directly to cancel my finance.
Daniel
2 mei 2023
Review zonder uitnodiging
Antwoord van www.CUSTOMPC.ie
You were unable to cancel the order as the order has already shipped. The order you placed included multiple items which stated special order items with an estimated delivery time of 12 business days. Each product listed on our site has a delivery estiamte and information related to the delivery estimate on the product page to ensure any customer placing an order will have a very good idea of when to expect their order. We also had to contact you and change the PSU you ordered as the one you ordered was not recommended for use with the graphics card you had within your order. It should also be noted you paid using HUMM which is an offline payment method and this adds 2-5 days to the processing time of an order as we cannot process the order until the order has been paid for. If you pay using a debit , credit card or PayPal the payment takes place within a few minutes and your order is then processed that day however that is not hte case with HUMM were there are multiple steps to the order including providing details of the ordered items back to Humm for example. We have raised time concerns with Humm previously as orders placed with Humm taking a week to clear can result in ordered items not being in stock a week later and we cannot hold stock as we have not received payment. We have made multiple complaints to Humm on this matter since Janaury 2023 however we still find serious delays with their system but please understand the processing time added to an order becasue you paid with HUMM an offline payment option is beyond our control.
Not impressed
If it wasn't for the fact that you are the only pc place affiliated with Humm I would have gone else where.
Not impressed
No communication from time of sale I have the ask what's happening then get told it's a long wait.
Very impersonal. Don't think I will be dealing with them ever again.
29 april 2023
Antwoord van www.CUSTOMPC.ie
Wesley ,
We send multiple emails as a custom pc build order progresses
PENDING
PROCESSING
PRE BUILD STAGE
BUILD STAGE
TESTING STAGE
DISPATCH
If you have not received the email please check your spam folder or spam settings.
You can also view the status of your order by logging into your account.
Please also be aware choosing HUMM as the payment option delays an order by up to a week as this is an offline payment method and this delay is beyong our control.
We are accussomed to being accussed to sending too many emails and it is rare for us to be accussed of not sending enough update emails so please check your spam folder or settings and I am sure you will find the email we sent to you.
Your order shows 5 emails excluding emails you will have been sent by Humm during the order , build and testing process. I would expect you have also received an SMS TEXT from us when you placed the order and when the order shipped with the SMS TEXT going to the mobile number in your order. Humm will also have sent you between 3 ans 5 SMS TEXT messages on the same mobile number with 4 before the order and 1 post the order.
Thank You for your review
telephone support service ok
20 april 2023
Antwoord van www.CUSTOMPC.ie
Bernard , We have not provided phone support since 2015 with all support through our online channels. If however we are unable to resolve an issue online our support staff will reach out by telephone but this is rare given the complexity of many support requests.
Great purchase really helped me out
Great purchase really helped me out. Products exactly as described. Customer service excellent definitely recommend
20 april 2023
Antwoord van www.CUSTOMPC.ie
Thank you for your review
Unreliable, untrustworthy and unprofessional
If you are looking to buy PC components, look elsewhere.
My order had been on the same "Processing - Stock Allocated" status for seven business days, without any updates during that time. Only when I requested the cancellation of the order on day 12 did I get a response - within 30 minutes of the ticket, I got the shipping notice and a reply stating that the order couldn't be cancelled anymore, and that apparently my first ticket - in which I had inquired about the order status - could not be found in their system, even though I had a copy of said ticket. The express shipping label was incidentally created just minutes after the cancellation request, which was exactly what I had expected.
As an upfront paying customer, going through nearly two weeks without any updates on the order made me nervous at first and - after reading the recent bad reviews on Trustpilot - eventually regret my choice. Their dispatch system is clearly in no place to compete with other online retailers, with non-custom orders taking unnecessarily long to ship.
[!] Other customer reviews also clearly highlight dramatic flaws in the security of their website, as support tickets from other customers can be randomly seen in your own ticket inbox, including dates, the order price, customer names and a complete ticket history which can include other sensitive data. The company has thus far ignored any reviews mentioning this significant breach of their own Privacy Policy. For this reason, I have reported the website to the Data Protection Commission, which will hopefully urge the company to address the issue.
My initial response to a website with such a poor presentation was one of distrust and an apparent lack of quality control. I regrettably gave CustomPC the benefit of the doubt, since I generally believe in supporting local businesses that are willing and able to compete on the global market.
This company has the potential to be a reliable player in the Irish hardware market, but ultimately fails with their unprofessional customer service, outdated website interface and poor shopping experience, lengthy processing times and, most important of all, lacking data security.
___________________________________________
EDIT: As expected, your reply to this review is yet another compilation of excuses to throw shade on your business practices. Delivery times aside, the fact that you claim that you "are not aware of any issues with the security of our online support system" is beyond disingenuous - it is a straight lie, and I'm certain that the author behind the reply is aware of that too.
The issue of seeing other customer's tickets (note that you can't even view your own tickets, you see other tickets INSTEAD of your own) has been raised multiple times in Trustpilot reviews. Your blatant disregard of this fact is disgraceful and embarassing. I have naturally taken screenshots of these data leaks, as well as the reviews mentioning them, and would be happy to provide them to your security department - but I expect that your company will instead remain in public denial and not admit to any shortcomings. Alas, trying to discredit unhappy customers instead of taking their concerns seriously seems to be your speciality.
Your claims of update emails not arriving due to different email hosts are "without merit", as you so eloquently put it. I somehow have never experienced any issues with receiving emails from Ireland during many years of correspondence, except for this specific case. The fact that the status of the order didn't change on your website either over the course of 12 days makes it very hard to believe in a coincidence indeed.
Fortunately, more people seem to be catching on to your subpar services. Clearly, your Google reviews reflect the broad customer experience a lot better than Trustpilot, which - as a platform catering to companies predominantly - is not entirely impartial.
Please only reach out to me if you want to seriously look into the data leak issue. Anything else is not worth either party's time.
17 april 2023
Antwoord van www.CUSTOMPC.ie
Julia ,
You placed an order with us for a special order item on the 5th of April 2023 and we shipped this item which has a stated 10-12 business day delivery ETA on the 17th of April 2023 with DPD.ie and your order shows as having been received at your delivery address the following day.
When a customer places an order there are emails sent to the customer based on the stage of the order for example PENDING , PROCESSING , STOCK UPDATED , STOCK ALLOCATION , READY FOR DISPATCH and DISPATCHED. I can see 4 emails sent to your GMX.DE email address however it is possible you have not received all of these emails due to your email service provider GMX and the reason for this is that your email is hosted in Germany and depending on the settings of the GMX email server it may see email sent from Ireland .IE as potentially being SPAM and it would either block the email or place them in a spam folder.I would advice you to speak with GMX support and they will explain this to you. Your order was placed on www.CUSTOMPC.ie and our email server is HOSTED in IRELAND. Atomated emails sent from a .IE to a .DE server can be blocked even without your input and this can only be explained by GMX to you.
Orders can be cancelled from within your account without having to contact support.
There is only 1 support ticket associated with your account and it was placed on the 13th of April 2023 at 10.02. In the email you asked about the status of the order with no reference to cancelling the order. You did however reply to the origial ticket on the 17th of April 2023 at 14.35 asking to cancel the order however this was after you had received your dispatch email with tracking information.
We state the estimated delivery time of each product on the product page and we explain the reason why the order takes 1-2 days , 2-5 Days , 5-7 Days or 10-12 Days. We also have a NEXT DAY delivery range which offers over 2,000 products for next day delivery. You however chose a non stock item which was listed as having a delivery time frame of 10 to 12 business days and we processed and shipped your order well within the original delivery estimate
We are not aware of any issues with the security of our online support system on our website or through Zendesk. You will be able to view tickets which you have previously created from within your account an on occasions should you create multiple tickets our support staff can combine the tickets to make it eadier for you the customer and ourselves and this ensures we do not skip information which has been provided.
Our website is extremely secure with a hosting management company ensuring our website is protected even before the protection we have in place as our websites are hosted on AWS servers in Dublin. All security patches are updated to our website usually same day to ensure our sites are as secure as possible.
Our website underwent a total redesign in November of 2022 with a new design launched usually every 2 years and within each 2 year period we add updates to the site whilst we are designing the next website based. Our websites have been nominated for awards and won awards over the last number of years. No website is ever perfect and we consider our websites always to be a work in progress with new updates rolled out almost monthly.
Your claims of a lack of data security are without merrit and our websites are managed by a World Class Hosting Management company in Germany with our sites then hosted on Amazon Servers in Dublin all with the latest security patches installed.
In 18 years we have had no issues with security on our websites however in that time we have experience reports of security issues with PayPal and other merchant processors however these issues never affected our customers due to the protection we have in place. I would also point out that our card processing has been with Stripe since 2020 which adds a new level of protection to card payments with no card information stored.
Fantastic service really can't rate…
Fantastic service really can't rate them high enough
19 april 2023
Antwoord van www.CUSTOMPC.ie
Thank You fro your review
Top notch sales and service!
Tom and the lads at Custom PC made buying our gaming PC a very rewarding experience. Their after sales service is second to none. They are truly invested in making sure their customers get the product that suits their needs. I highly recommend this Irish company to anyone looking for a custom PC to fit their individual needs. Well done lads!
25 april 2023
Review zonder uitnodiging
Antwoord van www.CUSTOMPC.ie
Thank you for your review
Multiple options clear demonstrated.
Plenty of suggested computer build-ups with easy to use options for substitution alternatives.
5 april 2023
Antwoord van www.CUSTOMPC.ie
Thank you for your review
Ignore customer rights and do not communicate
I ordered a pc for my wife and she changed her mind an hour later. We tried to cancel via the website so we could order something else and the button doesn't work no matter the browser. They ignore tickets, emails, whatsapp messages and google reviews for almost 2 weeks. There appears to be no way to contact the business (we haven't tried driving to Carlow yet). Meanwhile they continue to process the order as if nothing has happened, no doubt so they can claim its too late to cancel once it reaches the delivery stage. The bank advised us to refuse delivery and they will reverse the charges in 15days. This business (if it is not a straight up scam) does not act in good faith. Do not purchase unless you wan't weeks of stress. I wish I read the reviews before ordering, I feel terrible for recommending she purchase something custom made from this site.
Edit1: We requested cancellation hours after ordering it while the cancellation button was still on the page and the order was in the first stage. The only replies you ever gave was to first request we cancel via the button (we already told you it doesn’t work in the first ticket) then one more than a week later when it reached the build stage to ask if we still wish to cancel. Naturally we sent numerous emails and tickets over a week as we watched it go through the various processing stages you mentioned having read the terms you posted. If you tell customers they can only cancel in the first few stages then ignore them the entire way through until you claim it’s too late what do you think they will do? Absolutely disgusting behavior. We will post screenshots of the communication history and show your are a liar as well as a thief. I dare you to do the same.
Edit2:
An update for anyone who ends up in the same situation and doesn't know what to do. They still posted the PC within 24hours of responding to my review. We contacted CCCP and for advice and opened a case upon advice from our bank. We sent CustomPC a final formal complaint using the CCCP template. We then refused delivery and made sure the courier returned the item to CustomPC. We contacted the courier to get a tracking number for the return and took screenshots of the conversation and the delivery status. We printed the support history page as pdf so that the communication wouldn't mysteriously dissappear afterwards. Screenshots of whatsapp etc. We then opened a dispute with our bank and sent them all evidence of communication and the bank refunded our money a few weeks later.
6 april 2023
Review zonder uitnodiging
Antwoord van www.CUSTOMPC.ie
7th of September 2023 - This item was never returned to us nor was the delivery refused. We can also confirm that we have received payment for this item and there is no dispute in place regards the payment which was made with a payment card
Your order was placed on the 6th of April 2023 and shipped 11 Days later which was within the timeframe associated with the delivery estimate you were given when you placed the order.
If you have disputed this payment then unfortunately your card issuer has not provided any information to our merchant services provider which would be very unusual given you have stated you received a refund from your card issuer / bank.
When you originally placed your review we stated the information you provided was different to the information we had on file related to your account and unfortunately it is the same 6 months later.
We are here to help and assist all of our customers and if they have a problem we will try to help. Cancelling an order is an automated process carried out from within the customers account with the customer being able to cancel , edit , credit to account and refund an order. The only way a customer would be unable to generate their own cancellation and refund would be is the cancellation had moved to a " BUILD STAGE " and this takes on average between 48 and 72 hours from when the order is placed with this based on how many orders have to be processed on a given day. The first we knew of your Cancel request was on the 11th of april which was 5 days after you had placed your order and the orrder was then at the BUILD STAGE. Even at that late stage an order can be cancelled based on the terms and conditions on our website however there will be a fee related to the work we have already done in building the pc. You trigged an issue for yourself on the 17th of April 2023 when you sent the same email 36 times within a short space of time. When you did this you were blocked from sending more emails for 24 hours. You then sent another email on the 18th of April 2023 which stated you stated we ignored your emails / tickets which was clearly not the case.
You must understand that items which are customised cannot simply be cancelled however we have provided a way for customer to do this even though clearly consumer law is clear when it states the items customised for a customer are not covered under the terms of the 14 day cooling off period. We have provided additional terms and condition to give our customers more rights and the option to cancel custom pc and laptop orders even at a late stage.
I have had to edit the original reply to provide this update as there is a maximum limit of 4000 characters in a reply.
___________________
The information in your account does not match the information in your review.
You ordered a custom made pc and the order had moved from the PENDING to PROCESSING to the PRE BUILD STAGE and onto the BUILD STAGE all prior to your ticket requesting to cancel the order.
You can view the information yourself from within your account and as it is explained on our website an order can be cancelled from within your account unless the order has moved to a build stage.
You will find full information regards the process regards cancelling a custom made product by visiting term 7.6 of our contract of sale were we have provided additional rights to our customers.
I would advise you to please read the terms and conditions which you accepted when you placed the order as well as the FAQ section of our website which offers much information , help and advice and allows our customers to understand the processes involved.
You sent the same email 30+ times to our support desk which is why our spam system has blocked you from sending emails or creating new tickets.
We are always here to help and assist our customers however we do ask our customers to be truthful when placing reviews.
I’m still waiting a week later on an…
I’m still waiting a week later on an update of my order. I’ve sent a ticket in to ask what’s going on. I ordered from Amazon Monday and having it delivered today. Poor costumer service from this site.
4 april 2023
Antwoord van www.CUSTOMPC.ie
Michael , Your order was delayed based on the offline payment option you chose and I would advise you to discuss with Humm support why this order was delayed. Please also note your did not enter your full phone number in the shipping address which created an issue on our end.
Since January 2023 all Humm transaction are being processed manually due to an issue with the HUMM Checkout Extension. This matter was reported to Humm and their developers have been working to resolve the issue since. We do not know if or when Humm will resolve the issue with their Checkout.
Instead of removing Humm as a payment option for our customers we created a manual procedure to process Humm orders offline however this requires us to check order phone numbers against Humms website and we only do this once everyday.
Your order is now at a processing stage so it can now be shipped but please understand Humm transaction now have to be processed manually and this takes a considerable amount of time and if you want to understand and confirm this issue please contact Humm support who will be able to explain the issue on their end to you. Our developers created a temporary solution for Humm which we expected to be used for no more than a few days however almost 3 months later we are still using the manual method to process Humm transactions. It is likely we will be forced to suspend Humm as a checkout on our website as many customers are now falling fowl to the problem and for this we do apologise but please understand we left Humm as an option on the site to assist our customers. This decision will however be reviewed before the end of April 2023.
Michael I have spoken to our warehouse and there is unfortunately a new delay with your order which is that the RYZEN 5700X was not available from stock when your order finally cleared with Humm and this is why the order was not shipped last Friday. We have 5700X processors due into stock later this week. Please note a Humm order is an offline order so the stock is not placed on hold for the order until the tranastion is confirmed as passed by Humm and the delay unfortunatly created a situation were the 5700X was no longer available from our own stock here in Ireland however was on an order already placed. This was not an error and is a quirk of orders placed with Humm but please accept our apologies and I can tell you the order will ship this week.
Always a positive experience
I just wanted to say my experience with them has always been positive. Customer service excellent in my experience. Ordered as guest last time but were very quick to come back to my query.
Update: they provided a few upgrades on my order at no extra cost. Thank you!
2 april 2023
Review zonder uitnodiging
Antwoord van www.CUSTOMPC.ie
Thank you for your review
Solid Irish pc components option
Arrived in good time and very securely packaged. Decent price vs other online competitors.
Thanks
25 maart 2023
Antwoord van www.CUSTOMPC.ie
Thank you for your review
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