Reply from Apex Gaming PCsFeb 5, 2025
Hi Airon,
First and foremost, I sincerely apologize for the experience you had with us. At Apex, our top priority is ensuring that every customer has a smooth and satisfying experience, and it’s clear that we fell short in your case.
We offer a wide variety of parts—over 800—and while we strive to keep everything in stock, there are times when certain components are in transit or need to be sourced after an order is placed. In most cases, this does not cause delays, as we work quickly to secure the necessary parts.
Regarding lead times, we make every effort to be transparent. At the time of your purchase, our stated build time for custom PCs was 12-13 business days. I can see that your PC was prepared for shipment on the 14th business day. However, after you initiated a chargeback with your credit card company, the shipment was halted.
I truly regret that your experience led to such frustration. We will review how we communicate lead times and stock availability to ensure customers have the clearest expectations possible. While not every part is immediately in stock at the time of order, we work hard to meet our advertised shipping timeframe.
Finally, regarding our 24-hour cancellation window—this policy exists because every PC we build is fully customized. Once production begins, canceling an order results in significant resource loss, as we must dismantle and repurpose components. This is why we encourage customers to finalize decisions within that timeframe. We also share this cancellation window three times before an order is placed to ensure it is well known before placing the order.
Again, I apologize for any frustration caused and appreciate your feedback.
