I ordered a ROG Keris Wireless mouse (SKU: 90MP0230-B0UA00) from the ASUS online store ($63.59) on 12-17-22 for my son under order Number: #13000041330. I never received the package, although Fed-Ex Ground reported that they delivered it, using a (historical) picture of my porch from a sunny day; it was raining the day my package was delivered (12-26). We were home all day and the delivery driver did not ring the doorbell, per the delivery instructions.I contacted ASUS customer service multiple times and later, the Fed-Ex Ground customer service numerous times. I was assigned case #C-93821066 Ref-47400 with Fed-Ex Customer Support and was later told by Fed-Ex Customer Support to contact ASUS to request they use their “lost package procedure” to refund my money. ASUS Online support assigned case number N2301026061. I had several email exchanges with ASUS, ending with them saying they were not refunding the purchase price. They also tried to deter me from filing a complaint with the Better Business Bureau (BBB), however, that is what I am going to do next.Bottom line, ASUS Online support implied that I received the package. As the customer, it is not my responsibility to figure out between ASUS and their delivery partner, Fed-Ex, why the package wasn’t delivered. Because I purchased the wireless mouse through ASUS, this complaint/review is directed at them. Researching their reviews shows a pattern of dishonest and disingenuous dealings with their customer base. I think they are focused on dragging out the response process, in order to deter customers from getting a refund. It has 10-months without a fair resolution. I am left with no recourse but to file a BBB complaint in order to get assistance with getting a refund. To say I was disappointed with this experience would be an understatement. With Christmas coming around again, my children and I will not patronize this company, nor suggest it to any of their gamer friends.Dr. Scott Rose-Smith
