ComplaintsforElectronic Express, Inc.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a ******* washer, dryer and fridge from the Electronics Express Store in *********** back in April of 2023. Our salesman was the Store Manager, *****************. At the time of sale, we were told that there was a 10% rebate going on these appliances, of which we only ever received about ****% from *******. The fridge we purchased was one of their ******* **************, and we were advised that there was a lead time for the panels of about 1-2 months. I kept calling and checking as the months ticked by with no progress nor any expectation from the store for a delivery date or lead time. Finally, in July I was told that 1 of 4 of our panels had arrived, and the remaining 3 were scheduled by ******* to arrive by the end of July, which they did. The store manager arranged for delivery to be made today 8/3 with the entire purpose and expectation that we could get all of our panels delivered and installed today. When the delivery truck showed up, they only had the 3 panels that arrived recently. I went to the store and told them the situation, and they advised they weren't sure why we were told the middle panel was in, that they had extensive backorders on that panel and had no lead time from *******. I have called corporate and discussed with the deliveries department, with no solutions offered. This is a terrible way to conduct business especially if you have no initiative or concern to make things right with the customer when you mess up. The Decatur store employee I spoke with was not surprised by my problem as he said he has dealt with multiple complaints of this nature regarding the Store Manager, *****************. We just want our stuff. We spent over $4,000 with this store and have been left to feel as if once they have your money, they don't really care what happens after that. We would even accept a different color than what we ordered if we could get one that works for us, but so far no help with that either.

  

  Business response

  08/07/2023

  I am sorry to hear about the issues you have faced with getting your panels delivered. I understand that the store has made contact with you and agreed to schedule a delivery of the color panel that we do have in stock, and will also be providing you with the correct color panel once it comes in stock. As for the rebate, we will need you to go into the store and provide the paperwork that you have to the salesman in order for him to contact ******* and ensure the correct amount is paid out for your rebate 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has the worst management! I bought a fridge and they shipped it via a fright company.The freight company called me and set up a date to deliver the fridge. Next thing you you know I get a call from our building management that someone dropped off a fridge in our Lobby. They just came and left the fridge in the Lobby without me knowing! I called Electronic Express and they had one of their rude managers by the name of ***, telling me that he has nothing to do with it. I told him that I have to hire someone and pay them to bring up fridge to my unit. I asked him for a compensation and he refused. I mentioned to him that I would dispute the freight charge and he went off on me. That same day, I paid someone to deliver the fridge to my unit. Later that evening I heard someone knocking on our door. It was the freight company asking for the fridge back!!! Electronics express asked them to come pick up the fridge!!! I have never experienced anything like this!

  

  Business response

  07/10/2023

  I apologize for the issues that you have encountered with the purchase/delivery of your refrigerator. I have looked into this for you and it seems as though the mistake was originally on the freight team. Your fridge was loaded on their truck a day early, and resulted in it being delivered early. When we contacted **** Logistics to have them sent back out to move the fridge, I believe there was a misunderstanding about a chargeback being filed, which is why they were told to pick up the fridge. To my knowledge, this was sorted out and the fridge remains in your home. Because of the misunderstanding with the freight company and your fridge being delivered a day earlier than scheduled, we are willing to credit you back for the $99  freight charge to help resolve this matter. Please close this case as resolved if you are satisfied with a refund, and I will have my ** team get it processed for you ASAP!

• Initial Complaint

  05/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have bought 4 Bespoke panels in the electronicexpress.com site. Here is the #order #EE157484.It came in but the size is not matching. I was chatting with the Vendor site and they are asking me to ship the products back to "****************************************************************************************************. Which will be very expensive to ship, instead I have requested them that I will drop at this center as it is 30miles from my home or I can go to any electronic express and return. They were refusing my request. Need help in allowing the return by drooping at the address they provided.

  

  Business response

  05/30/2023

  Thank you for contacting us regarding your return! I am sorry to hear about the issues you are facing with the return of your panels. I understand that you are wanting to return them to our warehouse location, and typically we do require that they are shipped back, however due to the size and weight of these panels, we will allow you to return them back to our Warehouse. You will be sent an email with instructions for your return. Please follow them and provide all of the necessary information with your return in order for ** to ensure the refund is issued. If you have any further questions or concerns, please respond directly to the email that is sent with your instructions.

  Customer response

  05/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a singer extension table from ******* on 1/27/23 for *****. A package delivered on 2/3, after opening it up there were girl scout cookies in the box. Since it was Friday i waited until Monday 2/6 to contact. the product was sold and shipped by Electronic Express. After contacting them I explained that labels must have been mixed up when packaging and i got someone elses package. They kept telling me the product was delivered, i explained it wasn't the right product. I even sent them pictures of the box with the label on it along with a picture of the girl scout cookies inside of the box. They sent me a label and said if it was a genuine shipping error the order would be refunded. I sent it back they received it today and now i received this message *********************************** (Electronic Express) Feb 17, 2023, 08:26 CST We have received your return back to our warehouse. Be advised that the item that was sold to you is not the same item that we received back. This is now a fraudulent return. We understand that mistakes happen so please be advised that you have 48 hours to provide a prepaid label for your item to be sent back to you. If a label is not provided to us we will discard of this item. Due to this being a fraudulent return Wal-Mart will be notified.Electronic Express I don't want the girl scout cookies i never ordered them, at this point i just want a refund they are a nightmare to deal with. I logged a dispute with my credit card company also today to try to get that reveresed.

  

  Business response

  02/17/2023

  I am sorry to hear that you did not receive your merchandise. After further investigation, we have been able to determine that there was a mistake with **** and your package was not delivered to the correct address. We will be investigating this further, however in the meantime I have instructed my customer service team to issue your refund in full. Please allow 3-5 business days for the funds to reflect back to your account. 

  Customer response

  02/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had made an order via ******* online on January 26, 2023. On January 27, 2023, I contacted ******* Customer Service ****** via telephone since I was not able to cancel this order online of surveillance system of seller ELECTRONIC EXPRESS, *** located in *********, **. The order had "not" been shipped yet when I did speak with ******. Late on the night of January 27, 2023 I had checked my email and discovered that the order was shipped out by Electronic Express, *** even after they were notified that I had cancelled this order. I immediately called ******* Customer Service back about what had happened and was told that I have to wait to received the item to refuse it so that it can be returned. This is NOT acceptable when i had called before the order was shipped out.

  

  Business response

  01/31/2023

  I have looked into this matter for you and I apologize for the hassle this has been for you. Unfortunately ******* does not have live access to our system to be able to know when an order has been refunded. It takes time for their system to be updated once we **** items as shipped in our system. So it looks like your order was scanned out for shipping at 8:32am on Friday January 27th. And the email from ******* for cancellation came through to us at  11:41am. We do not have the ability to stop the *** trucks once they leave our building, but we did request this order to be returned back to us. According to the tracking, the item will arrive back to our facility tomorrow February 1st and you will be refunded in full.  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a ******** Switch from Electronic Express with a 2 years warranty with the company Alliance Warranty Solutions, also known as AWS. More than a month ago i sent it for repair but when it came back, still was defective and the console had a missing rubber and a minor crack on the housing that i thought it was going to be replaced because according to the statement they have on the description about their warranty is that: " With Alliance Warranty Solutions, you are protected far beyond the manufacturer's warranty ". They wanted me to send the unit again to get it repair but explained it took so long to get it back that i was just asking to get an exchange instead and they clearly said NO.As a second option i asked them if im willing to send it again if they can replace the rubber and the cracked housing and declined it again. I got in touch with electronic express trying to get a better resolution and no help at all stating that i should to go with them.This is a very misleading advertising, very hard to get in touch with this company and not even mentioned the manager at this place with the name ****, he was very rude, sarcastic and disrespectful, he even said sarcastically that i could do anything i want when i mentioned that i didn't see any other option than to file a claim with BBB.none of these 2 ( AWS and Electronic Express ) companies want to take responsibility in this matter. It seems to be that a customer that only spent less than $ 500 2 years ago is worthless.PD: I submitted a review on their website about the warranty, i did verified my reviews with a email link verification and the review it's not showing on the website, seems like is being manipulated.At this point what im requesting is to get a ************* in very neat condition along with a return label to return the defective unit.

  

  Business response

  01/24/2023

  The customer submitted a claim on November 25. We sent the shipping label to the customer on November 29. The unit didn't arrive at AWS until 12/20. ******* inspected the unit and found out that the left side control logic board was bad so he replaced the internal parts of the unit. Being that the unit arrived with a missing rubber joystick pad and a crack in the housing, we should have technically never repaired the unit but **** approved it just to take care of the customer. The unit was tested by ******* and **** once the unit was repaired and everything worked fine so we sent the unit back to the customer. The customer called a day or two after he received it stating that the unit was still not working and **** requested that the customer send him pictures/video of what it was doing to verify it was in fact not working and he did. Once reviewing the videos we spoke to the customer and told him we would have no problem with having **************(*******) look at the unit again and we would just send a new shipping label to the customer for him to send it back to us and that's when the customer stated that he didn't want to send it back because the process took too long the first time. **** informed the customer in order for any swap or credit to be approved AWS has 3 times to diagnose and repair the  equipment before any decisions are made. Then he proceeded to tell me that this was not the only option and he was going to contact the store and or the office and get what he wanted out of this, which is a new controller housing and rubber joystick pad. After explaining to the customer after him calling here twice , I calmly explained that we do NOT cover cosmetic damage and missing parts and he proceeded to tell me he was going to get what he wanted by submitting a BBB claim and AWS and EE can work out a deal to please him.
  
  With all this being said, I strongly stand on my decision that the unit he currently has is working which is the main reason why he is not wanting or willing to send the unit back and instead just wanting us to replace the housing of the unit. The reason why I say this is because the previous 2 times I had spoken to him and the 1 recent time my assistant spoke to ***************** he never once mentioned the unit not working and his topic of the conversation was that he wanted the housing and rubber pad to be replaced.
  
  

  Customer response

  01/26/2023

   
  Complaint: 18836536
  
  I am rejecting this response because:

  I am writing to express my dissatisfaction with Electronic Express. I recently submitted a claim against them and was quite surprised to receive a canned response that was obviously just a copy and paste of a response from AWS which seem to be the same . This is extremely disrespectful and shows a lack of care and attention to my claim.I understand that Electronic Express may be using a third party provider for their customer service, but I am disappointed that they didn't even take the time to review my claim and provide an appropriate response. It is unacceptable to simply copy and paste a response without taking the time to review the claim and provide a tailored response.I would appreciate a response from Electronic Express that is tailored to my claim, and I hope that they can take the time to review my claim and provide an appropriate response.

  I hereby claim that Electronic Express falsely advertised their EE Model #: ELEC2403 product, which was very annoying to have to repeat what I had already stated, and further manipulated the process when my review was submitted by deleting it and sending a spoofing email claiming that it could not be processed.

  Thank you for your time and consideration.
  Sincerely,
  
  *************************
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Electronics Express ****************************************************************************** **************************, ** I purchased a top of the line Bosch dishwasher from Electronic Express, November 30, 2022. The initial delivery and installation totally was unprofessionally accomplished. I had to eventually contact the store manager **** in the ************ store to get assistance for this machine that didn't work. He assured me that he would resolve my issue. He also asked me to write an in depth email to the corporate offices describing the difficulties I had been through. I told him that I didn't want to but he insisted saying that the corporate offices needed to hear of this problem.Apparently I offended people's feeling as I wrote the email in detail as requested. But they weren't sitting in my home at the time of installation, as a 76 year old, disabled veteran. I was initially concerned to complain about the poor service, because people get to angry today. You can never tell what reprisals might happen. Your home might be vandalized when no one is there. I could be personally attacked, etc. etc. Just watch the ** News channel every night. So when asked to put it in a complete picture I did.On Monday December 26th, the 3rd visit with a second new machine the technicians could not get this dishwasher to work. They said they would have to have a Bosch Representative calibrate the machine. I was supposed to hear back by Tuesday or Wednesday. By Friday 12/30, 1 month after the initial purchase. I received no calls. Now Electronic Express even after replacing the 1st machine with another and the 2nd doesn't work either, they won't take this dishwasher back so that I can get my money back. Approximately $1,900. My intentions were not to offend anyone, but to clearly address the whole story as asked. Apparently, Electronic Express has taken offense and decided to end this event on their terms. In essence you bought it, it doesn't work, we are not happy with you and now you own it.

  

  Business response

  01/03/2023

  I apologize to hear that you are unsatisfied with your delivery. I have looked into this matter and forwarded it to my Delivery team. We have scheduled a delivery for a Kitchenaid dishwasher in place of the Bosch dishwasher that is not in working condition and will also be refunding the difference in cost. According to my delivery team, this is scheduled for January 5th. If this matter is not handled after this date, please reach back out so we can ensure your issues are taken care of! 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Frigidaire refrigerator on 2/17/2022. The unit is no longer cooling. I contacted electronic express for a second time regarding this on Nov 9, 2022. An appointment was set up for a repair on Nov 15 through Frigidaire. The repair company tnt appliance called Nov 14 at 412 pm to confirm the appointment for Nov 15. Appointment was confirmed and on Nov 15 no one showed up for repair. Numerous calls have been made to Frigidaire and to electronic express with no resolution. Please help.

  

  Business response

  12/02/2022

  Thank you for bringing this to out attention! I have contacted the ********** location that you have been in touch with and they informed me that they have also been attempting to contact ************** on your behalf and they have not been successful in getting a response. I have gathered all of your information and forwarded it to our Frigidaire buyer and requested he escalate it to the proper channel in order to get your services scheduled. If you do not receive a phone call from them by the beginning of next week, please reach out to me directly so I can ensure this gets handled for you! 

  Customer response

  12/06/2022

   
  Complaint: 18444813
  
  I am rejecting this response because:
  TNT was out to service the unit on 11/23 and advised the unit needed replacement. Called Frigidaire on 11/24 and was advised that yes they had the service information and we were down for a new unit and would receive a call within 24 hours. No call was received. Called Frigidaire today and was told they had not received the information from servicer (***************. I had TNT again send the information as to which was repeated today. This has gone on for months now with no resolution and no refrigerator. Please help. 
  Sincerely,
  
  ***********************

  

  Business response

  12/22/2022

  We have contacted ********** in regards to your order and they have approved the exchange. I understand that you have not been able to contact them about your exchange, so we are just going to honor your exchange request and have a replacement sent to you. Due to your location, we do not have a truck available to deliver until 12/28. Please reach back out to us if there are any further issues with your replacement! 

• Initial Complaint

  11/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased all matching appliances on 6/11/2021 and paid for them. I was told the appliances would be available in a few weeks. I waited until late October 2021 for the refrigerator and dishwasher.. I had electronics express make 5 different delivery appointments and I took off work. They never showed up or called. The sales manager said once all my appliances were delivered he would credit me back all the delivery charges. Once the oven came in in November it was discovered to be too big. The smaller oven was 200$ more but sales rep said we wouldnt be charged more for all the issues we had with them. They were supposed to had them available that ******** I called many many times throughout the year to check on the oven. In November it is now available a year and a half later, now the company is refusing to honor the price they told us we had to pay a lot more for this oven now. I called corporate and they refuse to honor this price as well. Now my appliances they delivered a year ago I am stuck with and no matching oven unless I want to pay the difference. I dont think this is fair. I just want my oven delivered and Electronic Express to stand behind their word. I shouldnt have to pay more. I tried to be considerate of the fact covid was the issue they werent available as well.

  

  Business response

  12/02/2022

  The District Manager of the stores has informed me that we have taken care of this matter for you by providing a refund. It is my understanding that a Letter of Agreement has been sent to your email address and it requires signature to release the refund check to you. Please return that to us with a signature and I will ensure that your refund gets issued ASAP! 

• Initial Complaint

  10/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 28th, 2022, I paid Electronic Express $217.18 for two lego sets. I purchased from Electronic Express as a third party seller through Kroger.com. The order number is *****************. I never ended up getting these items because the order was frozen in their system until a month and a half later. The order would not move past the ship phase of the process. On August 14th, 2022, I got an email saying "your ship order is all done, tell us how we did!". I contacted ****** support many times throughout the entire process, but since they weren't the actual seller, all they could do was send messages to Electronic Express on my behalf. I have also sent Electronic Express many messages, but they will not respond to me or to Kroger about my order. They are ignorning me. At this point it has been 3 months. I need Electronic Express to look at my order and finally respond to me. They have my money and I do not have the products that I paid for, and they have not responded to any of my concerns the entire time.

  

  Business response

  10/24/2022

  Hello,

  I apologize that we have not responded. It looks like there was an issue in our messaging system that was causing the messages sent via our Kroger sales portal were not feeding to the chat channel that our customer service department uses. We have been able to identify the issue now that we are aware of it and we are working to get it resolved!

  As for your item, I am sorry to hear that you did not receive it. I have submitted a claim with *** to attempt to track your missing package, however, in the mean time I have instructed our ecommerce department to refund your order through Kroger marketplace, so this refund will be processed! I hope you are satisfied with this resolution and continue to do business with us in the future! 

  Customer response

  10/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩