Kawika M.
Posted
Custom PC Build
The process to start the build was seemingly smooth. At first you put in an inquiry on the website in which the business owner reaches out to you and asks about the specifications of the build. Here is where my issue was: I specifically stated as well as sent visual pictures of build inspirations I was looking for and my specifications were not met. I told the owner I wanted a lot of RGB on all components and he seemed like he was in a way ignoring my requests which I had noticed but had hoped he understand what I was going for. Multiple times throughout the build process I initiated conversation asking how it was going or further telling him what I was looking and also specifically said, "If it costs more for an aesthetically pleasing motherboard or GPU, that is fine." He told me the GPU we'd be going with which had RGB. Additionally, I told him I wanted the Lian LI LCD fans and he didn't put them in and when I asked him when I should pay him the money for it he said he thought I didn't want them and told me it would extend the build time. He also quoted me for a much higher price on the LCD fans than they were sold for on Amazon. Fast forward to the day it was going to get shipped, a different GPU was put into the build and I was not told or asked about it. I had not seen it until it was already at the post office in which I told him it was fine. It arrived about a week later and I was not happy with what it looked like not because it was bad but because I paid a price for something I specifically stated I wanted and I didn't receive. The owner tried to "mitigate" bad customer feedback but in turn made it worse trying to have me pay an extra $1050 until I sent back the GPU in which he would send another. As a military member who is flying planes I don't have the time to dillydally when you've told me a build and ship timeline and it adjusts to fix the build that was messed up on your hand when I specifically communicated to him what I wanted. Additionally, why should I have to pay $1050 or have no GPU until you send a new one because of a mistake you made. He told me it's a company policy because people steal and it's a liability but I just paid $3707.50 on a PC that didn't look as what I communicated I wanted it to look like. Furthermore, he was passive aggressive when I communicated things about the build I wanted different or when I asked about certain components. I was very respectful and not once did I insult his intelligence but yet, I felt like mine was constantly insulted. If something can't be done then you should have the knowledge as a PC build company to specify that it can't be done once I ask for it. Everything on the PC worked flawlessly and looked beautiful except the GPU which is what I told him I was not looking for. If you are a customer dishing out thousands of dollars your requests should be met and if they can't be that should be communicated when the build is initiated or taking place, not when it's been shipped to you. I'm not much of a person to write a review but I worked incredibly hard to afford to pay for this dream PC only for it to not be a dream and be a hassle to get what I wanted. Thank you for your time.
Response from Custom Lux PCs· Sep 24, 2026
Thank you for your detailed review of the PC and service. A few things to note: you requested a specific GPU model that was too thick to adequately install into the case. You purchased RGB strimer cables which would not fit with the requested GPU model. After we alerted you of the change, we gave options to keep the slimmer GPU model or to upgrade to a different model for no extra cost, however it would not be the model originally requested because that model was too thick. You decided to stick with the GPU that we installed. You ended up not liking it and we gave you $200 cash to upgrade to a GPU of your choice. We gave you the opportunity for a free upgrade to a GPU model that is better than the slim variant that we installed AFTER you received the PC but you declined this offer due to us “not trusting you to return it” which we never stated. Every company follows the same policy. We cannot send an item, especially an expensive GPU, without receiving the original part first. This is standard but we apologize if you took this personally. The you requested LCD fans which we priced and installed correctly. I believe there is a misunderstanding because there are several versions of Lian Li LCD fans, some are more expensive than others. We priced them accordingly to the model ordered. We communicated with you with the upmost respect at all times and we did in fact alert you of the GPU model change BEFORE shipping while giving you the opportunity to change it. I understand that you may be upset about the GPU model but please look back at the communication and you will see that we gave you options to change the model before shipping. Overall, we are happy that the PC came out nice and that it’s working properly and we are always here to support you through your warranty period and beyond. I’m sorry that you did not have an A+ experience.