Fry's Electronics

Review: Online ad for $89 hard drive. Got to store and the employee claimed ad misprint, but could sell me a different brand hard drive for $159.

Online advertisement was for Samsung 840 Pro 250GB SSD for $89. 9am-9pm, Sat 8/17/2013 only, Limit 1. (Did NOT say while supplies last.) When arrived at store and asked an employee about it, she stated that the ad was a misprint and that she could sell me a Corsair 250GB SSD for $159. Classic bait-and-switch. It was an ONLINE advertisement, not in the newspaper, if it was a misprint, why didn't Frys simply replace the online image with the correct price / brand.Desired Settlement: I simply want Frys to honor their advertisement. I rescheduled my day around this FALSE bait-and-switch ad. Sure it may be legal in the US, but complete and utter poor service. What good is reading advertisements if they aren't going to be honored. I was a faithful customer up until now and would always check Frys ads EVERY DAY, until now.

Business

Response:

Initial Business Response

Customer was contacted by the Electronic Components Department Manager and was offered a Samsung SSD drive at $159. Customer responded that he will call back if he decides to purchase it.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I drove an hour out of my way to go to the nearest Frys store to get the hard drive deal for $89. [redacted], the manager who called me to offer me the $159 deal for the Samsung drive said that the online ad was pulled as soon as they found out about the misprint. However, when I got home AFTER returning from the store, the image was still online. I even saved a copy of the image on my computer. The image has a created time / date from after I wasted gas, time, effort, and frustration traveling to Frys for the $89 deal. I changed my schedule for the day so I would be able to arrive at the store before opening.

I understand that people make mistakes, however, I also feel that if you make a mistake, you should still take RESPONSIBILITY for your mistake. Being a small business owner myself, if I had made a mistake like that, I would honor the advertisement, because it got a customer into the building, which is what an advertisement is DESIGNED to do.

Final Business Response

We were able to come to a suitable resolution with the customer this afternoon. The customer was contacted with the offer which was accepted and the purchase transaction was completed.

Review: On the 17th of June, I received an online advertisement from Fry's, which advertised a Lenovo laptop with an Intel i3 processor for $259 (see attached advertisement). I called Fry's with my credit card to order the laptop for pickup, but Fry's informed me that it was a misprint and that the actual laptop for that price was with an AMD E-1 processor, a far inferior product. I was also told after much complaining that if I was in the store they could have done something for me. I took the hit and gave Fry's the benefit of doubt.

Today I encountered a similar incident, when I opened the newspaper this morning, I saw a Laptop that fitted my budget, I asked my mom to take me to the store. I was in the Northgate Branch in Sacramento store by 9:05 a.m. In the store I was informed that this advertisement, like the advertisement on June 17th was a misprint. The sales associate showed me the piece anyway, informing me the actual price $378 and rest assured it is still a very good price. After I informed him I wanted to spend $298 he showed me what was supposed to be the laptop on sale, a Gateway with an AMD E-1 processor, nothing comparable to an Intel i3 in performance and price. This time being in the store, I spoke with Computer Department Manager [redacted] who told me that the Sacramento Bee made the mistake. Mr. [redacted] was very rude with me and didn't allow me to speak to anyone else, claiming he was the highest level associate on duty at the time. When I specifically asked him for his email or the email of the store manager's, he gave me the email for reprint receipt requests. I instantly went to another department and asked for the store manager. [redacted], the store manager, was on duty, contrary to what Mr. [redacted] had informed me. [redacted] had no time for me and told me that the ad was a misprint that he would not be doing anything for me.

Fry's frequently runs these ads with misprints, there is a clear pattern here, and in my opinion they are doing this on purpose, employing the illegal marketing practice of "bait and switch". Fry's main goal is to get you in the store, with their false or misprinted ads, and then sell you another, more expensive or inferior product. This false advertising has appeared twice within a month.

The corporate office is aware of the scam, the managers are rude and are brazen about not correcting this issue. When shown them their error, instead of apologizing, they are insulting and condescending. It is apparent that they do this often and get away with it. I am a college student on a budget, Fry's is a company that is constantly abusing common consumers like myself. I understand that the Department of Justice likes higher profile cases with more media attention, but who is there to look after consumers like me.

I would like to inform Revdex.com, but my experience with them has been that they depend on corporations for funding and therefore do not have the inclination or the teeth to help the consumer. I am hopping you will be able to get me some justice.

Business

Response:

Business' Initial Response

We found a solution for the customer and he came in on 7/14 and made the purchase.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Yes Fry's did take care of my issue, but I feel that Fry's is silencing the few who bark, in order to continue their pattern of illegal and under handed business practices. If the common man bites on their bait, they are subject to humiliation at the store and pushed into buying something they didn't come into the store for. My case is not an isolated issue, it is a pattern. I am not personally looking for anything out of this complaint, as I already have been taken care of, but I asking that no customer goes through what I went through, and these practices are policed, watched, and put an end to.

Review: This retailer uses a Bait and Switch process advertising an item at a low price and require in store pick-up. They do not have item.

Initial date was 10/07/13. Item was Prokek Function Generator for $9.90. Called store and was told only item left was display model, and it was being discontinued. Asked to buy the display and was told it was broke and was being sent back to mfg.

This same thing happened twice before within the last year. Once with a handheld CB radio and again with a projection clock. Same story same results. Today seen the same add for the function generator for $9.90. Went to store and was told item had been discontinued. Spoke to [redacted] (said she was in charge). Just got a song and dance claiming she did not know why they did that. I told her I believed it was obvious bait and switch. She was courteous but provided no help.Desired Settlement: I would like to buy the advertised item for the stated price or a comparable item for the same price.

Note Function generators of this type usually start at $150.00 or more. Which makes the add price of $9.90 an obvious bait and switch, requiring in store pick-up only.

Business

Response:

Initial Business Response

Contact Name and Title: [redacted], Asst.Mgr.

Contact Email: [redacted]@i.frys.com

I spoke to Mr. [redacted] today. I listened to his concerns and tried to explain how our website works. We will advertise final Clearance end of life products on our website to try to sell the last remaining inventory. We have 34 Stores and the item will most likely not be available in every market. These are not regular ad items. I'm sorry that we could not fulfill Mr. [redacted] last 3 attempts to purchase clearance items from our website for in store pick up. This is not bait and switch (by definition). We do not conduct business in that manner. The items that Mr. [redacted] requested are no longer available for me fill his request at this time.

Consumer Response

Am I satisfied with response? No I am not, since the only thing they did was to deny that they use Bait and Switch type of advertising which is exactly what they do. Am I surprised with their answer no. Following their response I looked up their corp. web site thinking to call them. After reading page after page of totally negative reviews regarding their customer service I decided it would be an exercise in futility. A couple of things that do surprise me are the fact that they are still in business and that the Revdex.com rates them as A+. Additionally when I was told that the display was the last one and it was broke I offered to purchase the display. I have worked in electronics for many years and figured I could fix it myself. When I re-laid that to the man that called, he told me I should have contacted him. When I was in the store and asked to see the manager I was referred to a Woman, that when I asked if she was the manager she did not say she was but she did say "SHE WAS IN CHARGE" and offered no help.

Something that would not surprise me would be to find out that they have employee training classes on the correct verbiage to use when dealing with a customer complaint to avoid any liability or responsibility for their Bait and switch type advertising. I think you should reconsider their A+ rating and Monitor their advertising for a while.

Also I guess the manager did do something, the day after he spoke to me they deleted the item from the ad.

Something else, I managed 4 retail stores for close to 20 years and it is very unlikely that when a vender gives a store an allowance large enough to allow the store to deplete stock on a $500.00 item for $10.00 that they would accept any returns on that item. Also it would be crazy for a store to take time and money to box up and return an item they are dumping for $10.00. If the display was actually broken they would just toss it in the dumpster. The whole system and stories at fry's is geared to get people into the store to sell them something other than the advertised item.

Business Response

To whom it may concern. This appears to be the same complaint I responded to and my position has not changed. I do not have the requested clearance product in my market. I am pretty sure the entire company has sold out of this power generator. Please close complaint.

Thank you

Review: I was unfairly subjected to a horribly dishonest sales system with no recourse.

I dropped by your Roseville, CA store yesterday evening 9/05/2013 with the intention of buying a laptop in the $300 - $400 range after seeing your 2 day sale advertising. I went with an extremely proficient computer expert friend of mine. We went to the computer section of the store, and we were greeted promptly by multiple associates. They were very polite and professional in every way. We spent around 10 minutes browsing through the aisles and checked every computer on our own. Then I came across a deal that looked spectacular! It was an Asus Laptop, Intel I5 processor, 6gigs of ram, and a 750gig hard drive for only $390! It was a whopping $167 discount off the sale price! I called an associate over to help us. He was very helpful in the beginning! I was unable to get a card or spelling on a name at the end of this, but he was Middle Eastern I believe, and his name was something like "[redacted]". He explained that the discount was applied on this "specific" machine because it was an open box or returned item. We asked him in detail what this meant. His words verbatim were as follows: "The particular computer is an open box item, it has been fully inspected and certified to be resold, there is no damage (at which time we inspected the computer, and there was no visilble damage) and the only difference between this and a new machine is it does not include a warranty, because it does not come with any original packaging". I believe he stated that I would have 14 days to return the product as long as there was no physical damage inflicted, but after that I would have no coverage if something went wrong. When I expressed some hesitation at this he reassured me that they could put an extended warranty on the machine, and that he would "go talk to his manager to get me a discounted package deal". All of this sounded perfect to me! He left for about 5 - 10 minutes while I continued to browse and contemplate. He returned as I was looking at another machine and stated "good news! I can get you a discounted warranty for, (I do not remember the exact pricing here, but it is close) $129 for a 2 year or $139 for a 3 year! I just so happened to be standing in front of another machine at this point, and printed clearly on the sign were the EXACT same prices for the two warranties he had just offered me. I said "hey, that's not discounted, that is full retail man"! He stuttered, and then said "yes, I know, my manager is working on putting together that package deal for us right now, I will be right back". I didn't like the whole situation at this point, but seeing how the computer was discounted $169 and for $30 less I could double or triple my warranty it still made some sense. I told him ok, but I was running out of time as I had been there over 1/2 an hour then and that I was ready to buy on the spot if he could get me to $500 out the door. He stated that he was pretty sure he could get VERY close and then left for another 5 minutes and returned as I stood in front of the laptop in question with the sale price card in his hand and a charger cable. He flipped over the card in front of me and showed me a very small handwritten note on the back (I can not say 100% here, but I am ALMOST sure that it was not written there before) that stated "No Battery, No Charger". He said, "the reason this computer is discounted so much is because it does not have a battery and charger with it, each of these items is $100, so it is about $200 in accessories, the good news is I found a charger for you, and my manager is going to TRY (extremely emphasized word) to find a battery for you if we CAN (also emphasized)". I told him "that's funny, even though the computer is mysteriously powered off now, it was on when I first looked at it before you joined us". Again he stuttered as he was caught in another convenient mistake. He dramatically lifted up the computer and exclaimed "Oh wow! There is a battery in it, let me go check with myDesired Settlement: manager!" He came back quickly and told me that management had already found a battery and installed it, but that they weren't going to charge me for the battery or the charger, lucky me! He reiterated that the 2 parts were $200, when I asked why I was looking at the same charger on Amazon for $11.67 and a battery for $49, he completely dismissed that. I had been there over 45 minutes at that point and told him again, "look I am out of time, I will do the $500 out the door if you say we can do that". He said that he thought they would be at $515-$520, but he would try one more time FOR ME...He returned after 5 minutes and stated that because they were giving me a battery and charger for free there was NO discount he could give me in any way. I asked to speak to the manager he kept talking to, he told me the manager was too busy. It took me 3 times asking and then demanding before he agreed to go get the manager. The director of the computer department then came out, I do not remember his name but he was a Hispanic gentleman, he was polite, but very passive aggressive in his words. He reiterated the salesman's statement that there would be no discount and that they were again giving me $200 worth of equipment. When I asked him about the Amazon pricing, he said that it was in no way the same product. I was under the impression that you price match with Amazon, so I would assume that the exact model number parts are comparable? I asked him why I had just spent almost an hour with his salesman representing that there would be a discount, he asked the salesman in front of me and "[redacted]" (sp) stated that he had NEVER discussed ANY pricing except the full retail out the door of $570 which is an undeniable LIE, which I did not hesitate to implicate. At this point he pulled out his best card. He took a step back and very dramatically stated that he was unsure about his safety and his salesman's safety, as I "seemed very flustered, and my lip was quivering, and was I ok?"... I asked to speak to his boss, he replied that he did not have one. I asked to speak with the general manager. He reluctantly agreed and proceeded to "escort me" to the front of the store. It was a very very rude and passive aggressive tone and manner to directly make me feel as if I was the aggressor and in the wrong here. We reached the front of the store and he told me to wait "right here", he went into an office and talked for 5 - 10 minutes and returned with a "[redacted], store manager" [redacted] came out, with the full story already relayed to him from his manager, every time I stated something, and granted I was fairly agitated at this point, he pointed out inconsistencies and repeatedly implied that I was outright lying. The Hispanic manager continued to stand by his side and shake his head negatively at my ABSOLUTELY TRUE statements. They both implied that they did not in any way doubt the salesman's statements and that I was completely in the wrong. That somehow I stood back there for 45 minutes negotiating with a man who consistently told me I would be paying what was on the tag. There would be no recourse for the things that were told to me as they were not accurate and furthermore, now that he ([redacted]) was informed of the missing equipment, he would be raising the price of the laptop AS SOON as I refused the offer. I asked for a way to contact corporate, and was given a generic comment card along with the following statement, this is not verbatim, but is VERY close to the words he used, and definitely conveys the same message: "You can submit whatever you want, but I will deny it in my report and nothing will come of it".

I cannot imagine that you would sell a laptop without ANY way of powering it. I cannot imagine that if you did do that, you would not note that in a place that the consumer could see, and / or notify your salespeople of the conditions.

Business

Response:

Business' Initial Response

The facts of this incident are as follows:

- The customer saw a one-of-a-kind display unit with a large discount due to missing items.

- The customer inquired about a further discount based upon his perceived value of those missing items.

- We were able to find and complete the notebook with a battery and a power cord.

- Though the price of the unit was based upon the missing items we were still willing to sell the item and include the accessories we had found to complete the unit.

Fry's Electronics is not a flea market or a pawn shop. We do not barter. We priced a display unit at a fair price given its condition and, since we completed the unit, decided against a further discount. It should also be noted that a $167 discount on a $558 unit, or 30% off, is a much larger discount than our standard 10-15% off.

The customer left without making a purchase but we have plenty of other display models for sale should the customer choose to visit us again.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

You have yet to make any apology or concession in regards to the lies and false representation that I was subject to for close to an hour. Is there anyone in this company that believes in a moral business practice? I will be moving my business, my families business, and the recommendations I make to hundreds of clients to your competitor. All of this because you couldn't train your employees to be honest and upfront with YOUR customers. I know this is a small matter to you, but it will continue this way if you do not make any changes to your business practices. I hope the chance of making an extra 60$ off of me was worth the loss of current and future business from me and everyone I talk to... Good Luck!

Business' Final Response

The unit had a 30% discount off the original price. Based upon the unit having the battery and that we found the AC power cord for the unit we felt that the 30% discount was more than reasonable. The customer declined to make the purchase and left. Should the customer inquire about another display item we will offer the same 30% discount towards the purchase of the display.

VERY shady ordering and delivery process. I DO NOT recommend!

Worst customer service. I cancelled 3 times an order and it wasn't... I receive it yesterday.

When I called them they told me I didn't respect the return policy because I refused the delivery.

Is it a joke ?

Scam!! Orders never shipped, no emails, and had to call for hour to get $$ back!

Review: July 7, 2013- My Sony Vio Labtop stopped working so I took it into Fry's in Roseville, North Sunrise Ave and spoke to [redacted] July 17th I was in a bad accident where a car hit my bicycle on J street and I was in the hospital (UCD) until July 22nd. I call July 29th to find out what the status was on my lab top and spoke with [redacted] who was the assigned technician. He told me the hard drive went out and window went out. They had to take the computer apart and were having problems taking the computer apart. I called back July 30, and they said "were working on it". I was put on hold and transfer to several different times. I would ask to speak with the manager and NEVER could get ahold of him!!

Desired Settlement: I want the computer fixed or give me a refund or tell me a specific date it will be fixed and available to be picked up- or at least a new lab top.

Business

Response:

Business' Initial Response

Mrs. [redacted]'s unit has been sent off to the manufacturer for repair. We were able to locate the reason for the wifi failure but we are unable to order the part direct from Sony. A damaged ribbon cable will be replaced at Sony. We will attempt to have Sony expedite the repair of the unit but are unable to give the customer a definitive time of completion as we are bound by their response time.

We certainly do not mean to inconvience our customers and that is why part of our performance service contract allows the customer to receive a loaner, at no charge, to use while their unit is being repaired. We simply require a valid credit card that would only be charged in the event the customer does not return our unit or damage has occured to it. Mrs. [redacted] denied this option but it is still open to her.

Review: 11/25/13 [redacted] and I brought her 07 Honda accord to Fry's to have a stereo installed. We got her car back with damage puncture marks on dash

On 11/25/13 I brought an 07 Honda accord in for installation of a Kenwood stereo and when I went to pick it up, the work was very poor quality, there were malfunctions with the pocket door not shutting, and puncture holes in the dash. We did not wish to keep the products because we were dissatisfied with the work. I spoke with a manager named [redacted] and showed him all of the issues including the damage that was done. I asked [redacted] to make a report and take pictures of the damage and he told me that he would help me file a claim for the damage when we came back for the uninstallation. A week later we went back to have the original stereo re installed and [redacted] did as he said he would and help me file the claim. For the past few weeks I've been calling, emailing, and sending pictures to the claims department. This morning (12/18/13) I finally received a call from the claims department and they stated that they were denying my claim because "the damage looks small and we can't prove that we did it." The damage is very clear and it is obvious that they did it! The manager [redacted] even told me that the damage was from them! I asked him why Fry's would supply their installation employees tools that cause damage to vehicles, [redacted] said "Fry's does not supply their tools, they have to supply their own."

The total cost was $830.97. They refunded me 100% but the dash is still damaged.Desired Settlement: The settlement that we are seeking is that the dash be replaced to its original condition or a check for the cost of the damage.

Business

Response:

Initial Business Response

We have denied this customer's claim that the puncture marks were somehow made by our technicians. As the customer has stated we have refunded not only the cost of the product but also the cost of the labor as well, which is for services that were performed. We disagree with the customer's view of who caused puncture marks on a six, almost seven, year-old vehicle and will not be offering any further settlement.

Review: Bought a dishwasher. After 2 months several attempts to get it installed or my money back they have only refunded part of what I have paid.

3/20/13 I went into Fry's and purchased a dishwasher that was to be delivered later that week. I explained to the salesman that I thought it looked large compared to the one being replaced. The salesman said "If there is an existing unit there won't be any problems installing a new one." several times. The dishwasher was deliver ad was too tall to fit.

4/9/13 After I measured the existing dishwasher I went back to Fry's and picked out one that was 33.5" tall according to the manual specs. This new dishwasher was delivered, but not installed because the old one was hardwired. The installation person would not hard wire the new dishwasher in. I called a electrician and had a 110 plug installed and the old dishwasher was disconnected.

Another appointment was set up to deliver the dishwasher. This time they said they could not install it because the space was too short again and the water line would not fit to my home's existing water line. This time they took my existing dishwasher with them, which I did not want them to do, but my girlfriend was here and they asked her to take it. I never authorized them to take it and it left a giant hole in my kitchen. My girlfriend is not the purchaser and had no authority from me to make that decision.

I went to Fry's to get my money back. I spent $768.40. They wanted to refund me $99.52 less than I had paid. They said I did not return the installation kit. After nearly 2 hours they found the kit in the store. The service manager told me that he was going to charge me $60 for them coming out there since I didn't buy the dishwasher. Finally he agreed to have someone call me the net day to set up an appointment to come to my house and measure the opening so there would be no more issues.

2 weeks later a call came, 2 service men came in and measured the opening. They said they would call me with a solution.

2 weeks later after no call I called Fry's trying to get a resolution with no luck.

This morning 5/28/13 I went back and told them to deliver the same dishwasher that I had already ordered. I would install it myself. I would write off living without a dishwasher for over a month and the installation charge. They would not credit my full amount back keeping $80, and even with the installation fee subtracted I would still have to pay more.

I went to the front counter to get a refund to my credit card. They credited me $681.61 leaving a difference of $86.79, even more than they told me before. Desired Settlement: I would like my $86.79 back and my old dishwasher back. They had no right to take it since I was the purchaser and never authorized anyone to take it. If they cannot give me one back then I want the money to replace the one they took.

Business

Response:

Business' Initial Response

In the interest of customer service and due to the concerns our customer has about the return of the purchased product, Fry's is willing to refund the disputed amount of $86.79 that was withheld from the customer's refund in order to pay for the delivery fees.

Review: I bought a Samsung DVD player. The Dvd player started to malfunction. I took the Dvd player back to Frys for an even exchange but I was rejected by Assad the manager. He told me if I don't have a receipt he will not do anything for me. He also said that people try to rip off Frys. Mr.Assad has no customer service or he dos sent care about it. He was rude and would not even hear me out. I do not want Money I would like an exange for one that works, that's all.Desired Settlement: I would like to exange this product for one that works properly.

Business

Response:

The phone number customer gave ###-###-####

is no longer in service. Please have customer send a valid phone

number so our mgr may contact him. We will put the complaint

pending until we get a working phone number.

Thanks

Consumer

Response:

Review: 9958990

I am rejecting this response because:

Regards,

Review: Frys advertised rebates with purchases. I purchased two software with rebates offered, but never recd. them. It's been over 9 months since submission.

Submitted $20 rebate paperwork for Berlitz Chinese purchased 11/28/12 to Nova Development on 12/7/12. Submitted $10 rebate for Berlitz French purchased 11/28/12 to Nova on 12/7/12. Followed-up w/Nova 10 wks. later. I was told they had no record of either submission (mailed in separate envelopes)and it was too late to resubmit. I started calling Frys and e-mailed all rebate paperwork to [redacted] on 4/11/13 per his request.When I never heard back from him, I called him on two subsequent days to no avail. On 4/18 I called again and spoke with a [redacted] I emailed the rebate paperwork again per his request. On 5/1 I called and spoke with [redacted] in the rebate dept in San Jose. I followed up with her again on 5/8. She sent paperwork to Nova and will email me with status. On 5/21 [redacted] said they (Frys) will handle the rebates with me and seek reimbursement from Nova. She further stated she sent the two rebates for "final processing", and it would take 2-4 wks to issue the checks since all rebate documents were in order. No checks recd as of 6/26/13, so I called [redacted] again. She said she will email me with status after she hears from "final processing". On 7/5,I recd an email from [redacted] stating two checks have been sent out, check nos. XXXXXXX for $20 and XXXXXXX for $10 (Nova Development checks, supposedly, not from Frys). No checks recd so I emailed [redacted] on 8/4/13. Never heard back from her. On 2 subsequent days,I was told she was "out to lunch", but I found out she was no longer working in that dept. I called on 8/28/13 and spoke with a [redacted] from Frys corporate, supposedly. She said they will be cutting the two checks and that I should receive them in 2-3 weeks. She said Nova told her they had no knowledge of my rebate problem. She asked them how they could "issue" the two checks stated earlier without having any knowledge of the rebate submissions... no answer.

So, over 9 months later after submitting the two rebate requests (and not to mention the time involved in follow-up, I would appreciate your help in getting the two rebates owed me.

P.S. We have since switched our business to [redacted] and [redacted] Electronics. Frys has lost out on over $600+. in purchases from us in the last 2 months alone (two Samsung Galaxy S4's and one $200+ router). This year,we've taken our European friend to [redacted] and [redacted] for his high dollar volume purchases). Two years ago, we took him to Frys. Shame on Frys for the $30.00 runaround and "tall tales". Also, I will never deal with Nova. Interestingly, a friend applied for a rebate two years earlier and was told they never received her paperwork! I have never, ever, had a problem with [redacted] rebates. Desired Settlement: Two rebate checks in the amounts of $20.00 and $10.00 or one combined check in the amount of $30.00, exactly what I am owed according to the advertised rebate offers.

Business

Response:

Initial Business Response

We spoke with the customer this morning to find out invoice information to better assist the customer. The customer's concerns were for rebates on items purchased in the Downers Grove, IL store. A refund check in the requested amount was cut and sent out from the San Jose Home Office via UPS overnight as of 9/19/13. The tracking number for UPS was emailed to the customers listed email address.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Fry's Electronics and Nova Development had NO INTENTION of abiding by their advertised rebates. Only after I contacted the Revdex.com and your speedy follow-up was I able to receive what was owed me ($30.00 in rebates). It took me 9 months of trying to resolve this problem (and getting nowhere), and you were able to do it in 3 days (I received my check by overnight mail). I will no longer purchase anything from Fry's or Nova Development as they are unethical.

Thank you, Revdex.com, for your efficient investigation. Your help is very much appreciated.

Review: I accidentally downloaded malware onto my PC. On October 23, 2014 I took it in to Fry's Electronics service department. Several calls were placed to check the status and was told each time that it was being "scrubbed". I was informed it was repaired and picked the PC up on November 2, 2014. Once home, I hooked up the computer and was still getting the malware Pop-ups and an error message that would freeze the computer. In my opinion, it was not repaired nor was it even checked to see if it worked properly before they called me to pick it up. I went back to the store and talked to [redacted]?) and was told the machine was working fine when I picked it up and there would be no refund. I had to pay $119.93 up front and feel I should receive a refund on that since I had to take it elsewhere to get it fixed.Desired Settlement: I would like a refund of the $119.93 I spent for a repair that didn't happen.

Business

Response:

We apologize for failing to properly address the opportunity with the customer's computer. We agree to the customer's request and ask that the customer bring their invoice into the store so we can refund the funds. Please ask for the Store Manager [redacted] and print a copy of this response as I am not in the store every business hour.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: The item under the sale sign. The sale price not honored at the checkout. The store claims sold "OUT" the sale item.

I went to the store 4 June 2013 to buy the "Monster" "4 ft Super Thin HDMI Cable" advertised for $7.95. I find the sign in the store, I find the a cable under the sign which seems to match the advertised item, 4ft Monster HDMI Cable. I go to the check out to pay and I am told the advertised 4 ft cable is sold out and the one I have brought to the check out is $49.95.

This is not the first time I have this experience at Frys. Common practice to be "out" the sale item.

Desired Settlement: Frys choice: they can choose to do nothing if they do not care about their status in the community.

I have all ready made one trip to the store for this item, I do not make a second. I suggest the store send me a 4 ft Super Thin HDMI Cable Monster brand via the carrier of their choice prepaid. I supply my credit card number to pay the $7.95 + tax. I do not believe I should be required to make a second trip back to the store.

Business

Response:

Business' Initial Response

We will be more than happy to provide the customer with a 4ft cable for the advertised price of &7.95. Unfortunately we have a strict policy concerning taking credit cards over the phone. The customer must be present and the card must be swiped through our card reader. Considering the customer does not want to make a second trip to the store for the cable we would like to offer a $10 gift card to him.

Called the customer and stated that I was from the Sacramento store, customer then stated that the complaint was for the Roseville store not Sacramento. Customer explained his concern with the visit he had with the Roseville store. I apologized and told the customer that we will give him a free Monster HDMI cable for

his trouble and have it shipped out as soon as we can. Customer was happy with the solution and thanked us for calling him. We processed the purchase of the cable and shipped it out to him on 06/13/13.

We look forward to resolving this issue.

Consumer's Final Response

Very Satisfactory Resolution

Review: I am a victim of deceptive business practices by Frys Electronics. I purchased preordered hardware on November 22nd and checked in bi weekly as to when my order was supposed to be in. I was promised by 2 different associates that my equipment would arrive on December 5th. I even called the morning of delivery to the store to confirm my order was on its way. When I called to come in after work and pick it up I was told that my preorder was not yet in, and I was 35th further in line and it would be another couple of weeks before I could get my order. This bait and switch tactic was used in order to get my hard earned money of which I had already paid in full for my purchase. Fed up with being led on, I told the associate that I would be in later to collect my refund, he replied 'do what you have to do' and hung up on me. I am disgusted by the business practices of Frys and would not shop there in the future.Desired Settlement: I would like a formally apology from Frys Electronics and would like to receive the merchandise I was promised.

Business

Response:

To whom it may concern

I just got off the phone with the customer, he had returned the original invoice but after talking to him he will come in and buy it from us again. Hopefully I get a shipment today and I promise him a $50.00 gift card.

,[redacted] store mgr 12-10-13

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9831691, and find that this resolution is satisfactory to me.

Regards,

Review: My order was delivered to wrong address (to my billing address, which is 1500 miles away from my shipping address). The customer care accepted the mistake and I asked one of my friends to pick up the package after two weeks of no action from frys. My friend picked it up as was suggested by frys but now frys says that they will not accept return and will not do anything about it. What is more frustrating that when I call they just refuse to give me any answer and say that they will get back to me in two days. It has been 40 days and same response. I have called 7 times.Desired Settlement: I just want to ship the package back and get a refund. I have never received the package and it is with one of my acquaintances. I just want frys to pcik up, return and refund.

Business

Response:

The customer was contacted by Hector the mgr of customer service.F7[redacted]67 was refunded to the customer full amount $32.46. Customer was refunded on his shipping since it was sent to wrong

address. Customer was very pleased with the out come and happy with the way he was taken care of.

Review: Only July 3rd. my wife and I went to Frys Electronics at [redacted] Hollywood Way in Burbank Ca. to buy a lap top computer. We looked at the Sony Vaio Model number F14325CXW and decided this is the one we would purchase. The sales men brought the box out and said he would take it up front and give it to the cashier, and when we went to purchase it that is when they would give us the computer. The computer had a sealed Sony tape across the opening of the box. After we got home, we turned the computer on and noticed that there were some horizontal lines that were discolored on the screen. We immediately packed the unit back into the box and proceeded back to Frys to exchange it for a new one. They told us to take it over to the computer tech. dept. the technician turned it on and verified the display was bad, and check a few other things out, and went and got his manager. The manager Denis Pleskov told us that the computer did not come out of that box. He explained that the serial number did not match, and the model number on the laptop was SVF14214CXW which was not the same model that he had purchased. We had told him that this was indeed the laptop that came out of that box.Desired Settlement: A New Computer

Business

Response:

I am very sorry about not responding sooner. But I never got this Revdex.com complaint we were having issues with our incoming email back in June that

could have been reason I did not get this email. Every customer concern is very important to me. I have sent this to the store mgr [redacted] and

his assistant [redacted]. Who will be contacting you with in 24 to 48 hours. Once again I am very sorry I did not respond to you earlier.

Consumer

Response:

Review: 10145026

I am rejecting this response because:

Regards,

Review: I purchased a refrigerator and its extended warranty from FRYs, on 3 May I called FRYs for them to arrange a service call because of issues I had with the refrigerator. Around 8 May the technician look at the refrigerator and unplugged it stating he had to order the parts through the insurance company. I called Fry's and offered to buy the original parts out of my pocket so I would not lose all the groceries, to include baby formulas, my diabetic medicine...Their answer was that the insurance would be void if I purchased the parts, that they could not do anything about my groceries...I kept explaining that the parts would be the original parts and the assigned technician would do the repair without any luck. Now I am told there is one part that will not arrive until next Friday 17 May and of course they don't service on weekends. I e-mailed FRY's customer's service on 14 May for just to receive nothing else than an apology. On 17 May I got a call from the Service Company an to notify me that the part now was not expected until 22 may for then to make an appointment.I am very, very disappointed and unsatisfied by the lack of tact from Fry's customer service, their extended warranty, and the service offered to repair the refrigerator. t I would not recommend anyone to get an extended warranty from FRY's.Desired Settlement: As a minimum I believe I should get refunded the amount paid for the extended warranty for all the hardship my family is enduring. And Knowing the repair is/was going to take so long and the need to keep medicine, milk and groceries in general refrigerated a replacement or a loaner should have been offered.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9547164, and find that this resolution is satisfactory to me. In addition I was offered a small compensation for the lost suffered.

Regards