Complaints

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sept 9th, 2022 my girlfriend went in and purchased the PS5 bundle and warranty for 1,370 dollars as a surprise gift for me. After opening the large box everything was in I noticed the headset box was damaged with an actual band aid as a seal. It was faulty with the right side not working. I looked up reviews of the store only to find numerous allegations of them selling used/refurbished electronics at full price being advertised as New. I grew suspicious of the other items in the box. The box the controller was in looked pristine with a clean factory seal. The PS5 was smooshed a bit with a dirty and poorly adhered seal. I called the store expressing my concerns of these items having been used, possibly refurbished, and that I would like a refund. He said the ONLY way he can do a refund is if the seal on the console hadn't been broken. Discussing it over the phone, and even showing him in the store the next day, that the seal is so dirty and poorly adhered it looked like it had already been opened. I would have no way of knowing this was in fact what I paid for, which was a NEW console. I told him over the phone it was too easy to start to pull off, so he started saying that I "broke" the seal and thus "opened" the box so he can't return it and went on to say the seal is dirty because I took it off, which isn't true. He said we would have to contact corporate to get the refund approved. My girlfriend called corporate and they told her the same thing about the seal. The seal is still on the box, i never took it off, it's just poorly adhered, just like how it came in the bundle. She took it into the store and the Manager still refused to refund it since he claims I said I opened the box, which I never did. They are now saying they can't issue a refund since I did open the game. When he previously said only an open console would void a refund. They tried replacing the headset and the whole bundle. I have no faith in their products being new.

  

  Business response

  10/05/2022

  Business Response /* (1000, 8, 2022/09/29) */ Thank you for bringing this to our attention and I am so sorry for your experience. I understand that we were able to get this situation handled for you by providing a credit and exchanging your headphones. I hope that you are satisfied with this solution and you continue to shop with Electronic Express!

• Initial Complaint

  07/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Install was done 7/14. Contacted company regarding incomplete install 7/18. They scheduled the appointment for 7/22 . I didn't receive any communication the day before repair so I called on the morning of 7/22 and the agent confirmed an afternoon appointment for 7/22 . At 4pm 7/22 I received a text for an appointment for 7/23 which conflicts with my schedule. Called and spoke with agent ***** ******* who was rude And furthermore informed me that next available appointment was 7/27. Which now means 13 days that I've had new appliances that don't work

  

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/08/02) */ I understand the customer had to go a period of time without their appliances being hooked up. Our install team has had some staffing issues so our install dates were pushed out. However we are working on the staffing and I see this install has been completed, so I hope this issue has been resolved. Consumer Response /* (2000, 7, 2022/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The issue has now been resolved

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a ***** **** refrigerator from Electronic Express Online on 05/26/22. On June 29, 2022 I discovered that the freezer was not freezing food properly. I called Electronic Express on 06/30/22 to report the issue. I was told by the rep that since it was past 30 days they would not be able to give me a new refrigerator without attempting to repair the existing one first ( I have only had this refrigerator 34 days at this time ). I spoke with the scheduling dept and set an appt for 07/06/22 to have a repair man come out. I received a phone call back that same afternoon telling me they would need to re-schedule the repair appt to 07/14/22 due to the holiday of July 4, 2022 (by this time the refrigerator as a whole was not cooling) At this point I asked the rep what would he suggest I do with all of the food in the refrigerator since it would now be almost 2 weeks before they could come and look at the refrigerator, he said "I guess you will have to buy coolers". A repairman from **** ********* came out on 07/12/22 and stated he would have to order the parts to repair the refrigerator and it could take up to 2 weeks to receive them and then we would have to get on the schedule for a time to come back and repair the refrigerator. As of 07/22/22 I am unable to reach anyone at **** *********, I have now been without a refrigerator for 24 days and cannot get an answer from anybody concerning the parts or an estimate of when it will be resolved. My mother is 82 years old and the inconvenience and stress has been beyond describable. This is a $1700.00+ refrigerator that has not worked properly for 24 days or possibly longer. I am very dissatisfied with this whole process and the lack of communication that I have received.

  

  Business response

  08/17/2022

  Consumer Response /* (2000, 12, 2022/08/16) */ A new fridge was delivered on 08/15/22. I am satisfied with the result.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ordered large refrigerator with bottom freezer and gas cooktop from retail store. Delivery and hook up kit was also paid Upon delivery of cooktop, worker said no one told them it was a hookup. Then when they uncrated fridge, severe damage noted. Called warehouse, they found another fridge and delivery scheduled again. Different workers who also said they were not told about gas hookup. upon checking, told us we would have a plumber to make changes to connect gas line instead of using the existing line. Then as they were getting fridge out to bring in, they unwrapped and "discovered" extensive dents. Neighbor told us later the guys dropped it in the yard and hit concrete step. I then cancelled the entire order and disputed the charges with my credit card company. Workers left without the top which is still in my living room floor. Called the warehouse and they were to pick up 8 days ago. No call and no one showed up. Called retail store today and spoke with Asst. Mgr. who then called me back and said they would refund the charges and pick up the top if I would drop the dispute with credit card. I told him I no longer trusted anything they said and would not drop the dispute. We did have our plumber come by and he said our line was fine and he could install. We have purchased a top from another company and need this one picked up and my charges refunded so the credit card company and I do not need to jump through more hoops.

  

  Business response

  08/15/2022

  Business Response /* (1000, 15, 2022/08/11) */ I have contacted the store to process the refund, as we can not take care of refunds for stores at the corporate office. This refund should be processed this afternoon and the customer should receive it within 3-5 business days Consumer Response /* (2010, 17, 2022/08/12) */ Tried last night and just now to access the link sent. Used 2 browsers: chrome and safari and both just give me a sad face saying the site is temporarily down or has moved. If EE has deleted the charges from my credit card, I will be satisfied as I have already had another company install a cooktop and TV with excellent customer service.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/27/2019 I purchased a ** 55" and a *** 65" and ***** told me and my daughter that if I didn't use the warranties I purchased for the TV's they would issue my monies back for the warranty which is $299.98. It's 3yrs later and now they say they only give me a credit towards something in the store and then he said you only get half. I wouldn't have purchased the warranties if I knew I would only get a credit towards something in the store and half the amount. I've had this in my phone 3years anticipating getting my money back if I didn't use the warranty. That's what ***** told me to do because they want call and let you know it's your responsibility to remember and now they're saying something totally different.

  

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/07) */ I understand the customer states that he was told that he will receive the money back in full if he does not use it, however our policy has always been that the customer will receive half back in a store credit if they do not use the warranty. It even states it on the receipt when the customers purchase the warranty. I have attached the receipt and the transaction in our system from the time of purchase where the paperwork states the credit will be half back if not used. Consumer Response /* (3000, 7, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't see the attached receipt that you provided that says 1/2 back credit. I only see from the receipt (I) SUBMITTED THAT STATES 1/2 back if.., IF what? Like I stated I told you I have NO reason to LIE ***** said that if After 36 months if I NEVER use the warranty I would get a full refund of $299.98. That's exactly what I had in my phone for 3 years. It may has always been like that, but ***** had a agenda and that was to make a sale by any means necessary. I don't appreciate spending my money in a place and being called a liar. He should have told the truth at the point of sale and I would have said NO THANK YOU I'M NOT INTERESTED IN A WARRANTY! On the receipts submitted and 1 of the copies ***** made and attached to the *** warranty leaflets where does it state this info you said you submitted? Business Response /* (4000, 9, 2022/07/18) */ I understand your confusion on the sentence being cut off. However the important information is on the receipt which states it is half back in store credit if the warranty is not used in the 3 year time frame. As for the *** leaflets, it does not state that information because it is not an *** policy. It is our policy we put into place to ensure customers were getting something back and not at a complete loss if they did not need to use the warranty purchased. I deeply apologize for the misunderstanding that may have happened at the time of purchase, but you were provided documentation of the store credit policy on your receipt, and unfortunately We can not provide a full refund, however you are welcome to take advantage of your store credit if you wish.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  A set of pots & pans were purchased off of my wedding registry by a client of mine January 13, 2022. A delivery attempt was made 1/15/2022 however no package was received at my residence. At the time of the initial delivery I lived in a townhouse complex with multiple units connected. I have a **** doorbell video of the delivery driver walking away from my door with the package after stating "I'll put it on your porch" however he walked away from my front door (that had the doorbell) with the package and did not deliver the package to my "porch". This video along with an aerial view of the townhouse layout was sent to the company after attempting to get information about why the package hadn't been delivered and I was finally told that "it was". The layout indicates where my front door and back patio/porch are located and it is clear to see on the ring video that the driver did not even attempt to deliver the package to my patio after walking away from my front door that had a video doorbell without leaving the package. I have contacted the business several times, left multiple messages/emails and was told multiple times that someone would contact me and I have yet to be contacted. This has been going on for months and I still do not have the $130 pots and pans that were to be delivered to me. Due to this being a gift I was not provided with order/tracking information. I have the **** video available to send if needed, it wouldn't let me upload it here. Also, please note the original address the delivery was to be made to was: **** C ********* Dr.******* ****, TN *****. I have since moved and the address I listed with my information is my current address in **********, TN.

  

  Business response

  05/19/2022

  Business Response /* (1000, 14, 2022/05/18) */ I have reviewed the pictures and videos that were sent, and after looking up the address in Google Maps as well, I was able to determine that the package was in fact left on the wrong patio. Unfortunately we can not send out another set, however I can offer a full refund to the original purchaser. I will push the refund through today and it should reflect back in the account within 3-5 business days. Consumer Response /* (2000, 16, 2022/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sad that it took getting the BBB involved for the company to FINALLY take action to try and resolve this. As long as the original purchaser receives their full refund I accept and will NEVER be a customer of this company again.

• Initial Complaint

  05/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an AC Unit from this company via ******. It arrived damaged and in a beat-up package. I reported a cracked part for the window slider and received a partial credit of $40. From the beginning, the unit produced an error code weekly to empty the water tray even when it wasn't even running on the dehumidifier setting. Then, it moved to bi-weekly, and now it's daily. I've only had the unit for a month and a half (Purchased March 17, 2022). I contacted this seller and was told I am outside of the return window and to contact the manufacturer. I am a disabled veteran messing with a heavy, broken air conditioner. There should be some level of responsibility taken for selling defective units, or they shouldn't be selling and shipping them. It should be resolved by the seller especially since I reported it arriving in a messed up condition in the very beginning.

  

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/05/10) */ I apologize that this manner was not handled when it was brought to the attention of our customer service team. I do see the $40 credit we issued, however what we can do to assist the customer is offer him a replacement AC. If he would like to go to our website and find one that he likes, he will have a credit in the amount of the previous AC that was purchased, and if there are any difference in cost, we will contact the customer to collect the difference. Please let us know if the customer would like a replacement.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son had a speaker installed in his trunk at the electronic express in Cookeville, TN. They drilled into his gas tank. It caused almost $5000 in damages. They agreed to fix it and compensate him for the personal items ruined from the backseat. The backseat was so soaked in gas you'd press it and gas came out. They had me email a list of the personal items and photos. Now that the car has been repaired they keep telling me they're working with insurance on the items damaged. This was two months ago! Now o can't get a manager to speak to me or a call from anyone. I've went to corporate and the district manager isn't calling me. I've tried for weeks. I just want fair compensation for the items destroyed that were soaked in gasoline.

  

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/05/04) */ The customer has informed us that there were personal items in the back seat of her son's car in which she is asking to be compensated for. We asked the customer to bring us the items that were damaged so we can inspect them and agree on compensation. She did not bring them to us and only sent us pictures of the items, and unfortunately due to her claim that they were soaked with gas, we can not see any damages in the pictures so we can not agree on the amounts she is asking for, which I have provided below. We have agreed to compensate the customer for the damages caused to the vehicle itself, however, until we are provided the items the customer is claiming were damaged, we cannot provide any more compensation at this time. Suit jacket and dress shirt - $500 Shoes (brands shown in photos) 6 pairs $900 @$150 each with taxes Shorts, hat and hunting gear $200 Baseball glove $50 Under armor bag $50 Columbia coat $150 Total: $1,850

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/7 I purchased a ********** Induction top from Electronics Express. The cooktop was installed in December and has never worked. I approached ********** the manufacturer, the advised they would repair under their warranty. They could not and authorized a replacement. Electronics express is refusing to ship the new cooktop or work with ********** to get a replacement

  

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/04/19) */ This unit was purchased in September and 3 months later was installed by customer and was told there were issues. Unfortunately it was passed *** 30 day return period and customer reached out to Manufacturer. If the Manufacturer has decided to swap the unit under warranty, then they would facilitate the swap, not us. Also, we do not have the unit in stock as it is on backorder. Since the unit was approved to be replaced, the customer will need to be in touch with the Manufacturer to see what the next steps are. Thank you Consumer Response /* (3000, 7, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The retailer and manufacturer need to resolve, the manufacturer is willing to pay the shipping costs. Retailer will not pick up the phone or help in anyway. Sorry I had to wait 3 months for my countertops to be installed. I hope you treat local consumers better than online 1's Business Response /* (4000, 9, 2022/04/20) */ Please provide your serial number off the unit so that we can get in touch with the manufacturer.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  27 minutes agoNEW I purchased a new ********** built in refrigerator & freezer from Electronic Express in Florence, Alabama on 7/21/2021 for $6,388.64. This included the two units, the trim kit, the heating element between the two units and a 4 year extended warranty. Upon delivery, the employees did not have the correct couplings to hook up the water service to both units so they just hooked up the ice maker on the freezer and the trim kit was not the right one. A week later the refrigerator developed a error code and was going from freezing to 50° back and forth. I contacted the store and was advised to call **********. Two weeks later, a Huntsville based 3rd party repair company contacted me to come look at it and he ordered a motherboard. The motherboard was shipped to my home and to this day it is still in the box and has never been installed...whole different story. Electronic Express's services people came a second time with a new trim kit which was still incorrect and still did not have the correct couplings to hook up the water service..advised me to purchase the parts. The service people came a 3rd time with the correct trim kit and again pulled the units out to work on them. 4 times from the initial install, the units were pulled out and worked on. This caused a water leak at one of the fittings they hooked up. Upon noticing the water damage to my cabinets I contacted Electronic Express and asked them to come take care of it and they never came. I hired a contractor to come replace the damaged wood and repair the leak. I submitted the very reasonable repair bill electronically to Electronic Express, made several phone calls, emails and a in person visit with the store manager who acted like he could care less. To this day, I have not been replied to about any of this. I keep extremely good records and have all documentation to back my claim up. I have also never received the extended warranty documentation I have requested.

  

  Business response

  03/24/2022

  Business Response /* (1000, 12, 2022/03/24) */ Hello, We would like to confirm with Mr. **** that he is approving us to send him a mail check of $300 as reimbursement for damage. Please have Mr. **** confirm his address for us to send the mail check and we will consider this matter closed. Thank you, Consumer Response /* (2000, 19, 2022/04/05) */ This was satisfactory resolved. Thank you.

*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. ↩