Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 11th, 2024, I was told that it would take 7-14 days for this company to investigate the circumstances surrounding me receiving an empty watch ****** is now well over a month and I have not heard anything back from them. I have been more than patient at this point and just want my money back.

  

  Business response

  01/02/2025

  According to the delivery records from ***, the item was marked as delivered and signed for on November 8, 2024, with proof of delivery obtained. The damage to the item was not reported until November 11, 2024, at which point the delivery was marked as refused. We have consulted with our *** representative, who has informed us that marking the delivery as refused after this period indicates non-cooperation with their process for allowing the item to be reviewed as part of a claim investigation. As the item was signed for and proof of delivery was obtained, Electronic Express is unable to take further action on this matter. Any claims or concerns regarding the delivery or condition of the item will need to be addressed directly with ***.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/28/2024 I was purchasing quite a few items from this company totaling over ******* using snap finance card. The order was submitted and approved that night and the next day they cancelled my order because their fraud company they used said something didn't look right. No phone call from the company saying why they suspected fraud. Tried calling customer service to figure it out and they were really rude and yelled at me. Real unprofessional. Snap has sent them the money and said it's been processed but I'm not gonna get any of my items. No resolution was offered just too bad so sad. Even though I have the approval from snap saying it's processing

  

  Business response

  10/31/2024

  The transaction was declined due to the zip code entered with billing not matching the billing zip code on file with your bank. We have provided you with the phone number to contact the ************* in order to get this issue resolved, but we are unable to contact them on your behalf. Once the billing zip code issue is resolved, the order will process and you will receive your merchandise 

  Customer response

  10/31/2024

   
  Complaint: 22489610
  
  I have proof that everything was correct and entered correctly both from the electronicexpress and with snap I've included screen shots regarding this. I've also called your fraud place multiple times and have not received any response back from them. I've even emailed them..again with no response. This company had no right flagging my purchase for state or zipcode when everything was correct.  So if it's a problem with the fraud company I think you need a new one.
  
  Sincerely,
  
  ****** ********

  

  Business response

  11/18/2024

  I apologize that you are still having issues with the fraud company. Unfortunately we are unable to assist with anything involving the order since it was denied with them. The only recommendation I can make it to attempt the purchase again and see if it will go through as sometimes there can be just a system error which may have caused it to flag fraud. The only indication it gave us was the zip code was not a match. I am unable to see anything further regarding the denial reason. 

  Customer response

  11/19/2024

   
  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

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a Frigidaire Gallery GMBS3068BF microwave on 9/23/2024, which stopped working on 10/13/2024. Called to have it replaced. Was told it could be up to two days to receive a call back from the delivery team to get it replaced. No confirmation when it would be actually replaced. I asked to bring it into the store to swap it out and was told I could not do that even though there are multiple stores in the area. Will not purchase anything from Electronic Express ever again.

  

  Business response

  10/14/2024

  Our store locations only carry a limited assortment of the merchandise that we sell on our website and in this case, we do not have this microwave available in any of our local store locations to do the exchange. I have reached out directly to you with information on how to bring the unit to our local warehouse in order to get it exchanged. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/17/24 I purchased a washer and dryer from Electronic Express in ************The appliances were delivered by Electronic Express 7/19/24.When the appliance tech attempted to plug in the dryer there was a large spark .Technicians left without testing to see if dryer worked. I attempted to use washer and dryer. Dryer did not work.I checked breaker and placed it back on. ***** still didn't work. I called Electronic Express. Technicians arrived the next week.Technician also checked breaker.Dryer not working.Technician had me talk with ****** saying he was the manager.****** told me that I needed to call an electrician. I asked if cost of the electrician was my responsibility. He said if electrician indicated that the problem with dryer not starting was the Technicians responsibility than I would be reimbursed for Electrician charges.I called electrician.Description and diagnosis enclosed with complaint. ****** stated he would be sending me my $195 refund. He stated due to it coming out of a special fund it would not be sent out for at least 14 days or so.I waited 28 days then called Electronic Express stating I had not received my check.I was transferred to Christian who stated he was ******'s boss and ****** was no longer employed there.He said they were not honoring any payment to me. When I told him I had received a call from ****** saying he was sending a check , he said" can you prove it."He also stated it was a problem with my house wiring and that he runs across this all the time.I referred him to the Electrician statements and told him the electrician also told me it was not a problem with my electrical outlet and in fact my outlet did what is it suppose to do in the event of current tripping the breaker.He continued to dismiss the Electrician report.I have called Electronic Express customer service twice without response. I contacted ******************** stated someone would call me back. Left msg for *******************. No responses.

  

  Business response

  09/06/2024

  Thank you for reaching out and bringing your concerns to our attention. We sincerely apologize for any inconvenience youve experienced with your dryer outlet. After reviewing the situation, we found that the installation was carried out by Apogee, our third-party installation partner, rather than Electronic Express. While we strive to work with trusted and reliable partners, in this case, we are unable to take direct responsibility for the damage as it was not performed by our team. That said, we value you as our customer, and we want to assist in resolving this issue. We will promptly forward your complaint to ******'s team and do everything we can to escalate this matter with them to ensure they address it appropriately.

  Customer response

  09/06/2024

  I am not clear on how to respond to Electronic Express reply.

  The action is vague. 

  What do they consider the appropriate response? When I bought appliances from them this is who Electronic Express chose to have it delivered by. This third party manager ********* was rude and kept trying to blame me for the problems with instilation. He even said he had pictures of dryer cord post without burning on it as indicated by 2 electricians who were at my home. He said he had pictures of delivery outside and inside my house. I told him pictures taken inside my home were on 2nd visit from delivery team. He denied it. I'm concerned if I agree to response then Electronic Express has washed thier hands of complaint and I will not hear from delivery company. Could you please explain to me what agreeing to response fully mean.

  Customer response

  09/16/2024

  I responded to the business statement on 9/6/2024.

  I talked with ************************* on 9/7/2024. She stated she would use my 9/6/2024 response and investigate the situation further. She said there was nothing else I needed to do and that she would get back with me.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  we requested a quote on One For All Universal Replacement Remotes (L-07/17/2024) for *** I received a quote for them for $8.84 each. I immediately placed the order through the link of which it went straight to check-out not showing the item. When we received it was the wrong item. We reached out to vendor and he said he would give me refund - then when I said I would want a refund - he told me that it was against Amazon Policy. When I reached out to Amazon they said I could get a refund if seller approved - of which he won't. When I called Express Electronics they told me that they originally said yes to refund as they didn't realize I was a business - but because it is a business they won't refund. ******* from Express Electronics even said they changed the quote to *** Three Device Remote as they didn't have the One for All, and that they told Amazon that the specs were compatible - which they are not. The *** is not compatible to the ** at all. As I stated you are not show the item again until after check out and it only show small picture of remote. I have spent so much ************* trying to get them to make things right & they refuse.

  

  Business response

  08/21/2024

  Thank you for reaching out and sharing your feedback. I apologize for any confusion regarding the quote we provided. At the time of your request, the specific model you inquired about was unfortunately unavailable. To ensure we still offered you a viable option, we sent you a quote for a similar model that was available, in which you accepted and purchased. As per Amazons policy, items purchased based on an adjusted quote are considered final sales and cannot be returned unless the product is damaged or defective upon arrival and we are unable to accept this return. 

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered (via ***** a New Fitbit that was supposed to have a one year warranty but Fitbit says that electronic express is a unauthorized seller and the warranty isn't effective Order info Time placed Jul 30, 2023 at 5:40 AM Order number ************** Total $128.35 (1 item)Sold by dealonline18 Shipping address ***** *********************** ************************************************************************************************************************************ Delivery info Delivered on Wed, Aug 2, 2023 Paid Jul 30 Shipped Jul 31 Delivered Aug 2 Tracking details Number ********************** Item info Fitbit Charge 5 ************************* Tracker (Graphite) *FB421BKBK Fitbit Charge 5 ************************* Tracker (Graphite) *FB421BKBK $119.95Unit price $119.95 Item number: ************

  

  Business response

  05/30/2024

  I apologize that you are running into this issue. I am unsure as to why it is said that we are not an authorized dealer as we have approval from the Vendor to sell their products and have been selling them on our website for years. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a new refrigerator a ** LRTLS2403S ON the 3/13/2024 $1097.49 had it delivered on the 03/16/2024 needed the door to open the other way had to call and get it done. They came back on the 3/16/2024 That was when the problem started the doors was making a noise we call back and they send someone else to look at it 3/28 or the 3/29 they told us that the hinges was bent and we need to call back to the delivered guys which we did every time we call them we was told that they would order new hinges and have someone to put them on. We call every week in April and always got the same results. We there call the store where we bought it and was told they would take care of it. Call on the 4/24/2024 and 4/30/2024 still nothing call back and talked to the store manager on 5/7/2024 still nothing we would like to have someone to fix it or replace it.

  

  Business response

  05/29/2024

  I apologize for the issues that you are having with your refrigerator door. We filed a claim with ** back in April and requested the parts for the door hinge be ordered and were told the parts were still on order. We have reached out to our ** contact to get an update on these parts and will be in contact with you directly once we have more information regarding the status. 

• 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,
  
  *************************

*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. ↩