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2.9 118 Reviews

Fry's Electronics Complaints Summary

57 Resolved
61 Unresolved
Our verdict: Dealing with Fry's Electronics, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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Fry's Electronics reviews & complaints 118

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2:48 am EST
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Fry's Electronics customer service - rainchecks

Frys (Kroger) was having the mega event sale. At this particular location the store was out of 3m lint brushes.

Although on the shelf, the items are listed as a participating product for the mega event, the item was not listed in the ad. I did want a raincheck and the clerk suggested going to customer service as the line was long. So, we went to customer service... where I waited for a moment while the clerk purchased 2 powerball tickets, apparently for herself as there were no customers but us around.

Then, the customer service clerk refused to give us a raincheck.

She checked with the manager who then apparently told her that if it wasn't in the ad, don't write a raincheck. The manager came over and refused to give us a raincheck. This same manager refused to accept a competitor's coupon a year ago as that the competitor coupon was buy 2 (12) packs, get 3 free.

Additionally, the store was holding a buy 5 (12) packs for 10 dollars. I was willing to pay the 10 dollars but also wanted the 3 additional 12 packs. This location is horrendous. The Frys (kroger) locations nearby honored the coupon. The other locations did give me a raincheck. This policy of not giving rainchecks for items not placed in the ad is unjust.

The way these "representatives" of Frys act is outrageous. I do hope they proceed with their strike and are all replaced.

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Dan-no
Indianapolis, US
Oct 25, 2012 8:32 pm EDT

Good prices... that's where the good rating ends. there is one store in our city of over 2 million... happens to be far away from me, but they don't care they make it very hard to deal with them in every aspect, and if unfortunate enough to have to bring something back, & you have planned to do something else within the next few hours... forget about it... you're gonna be parked there for a while. and when it comes to dealing with the inside salespeople... wow! why bother? Approximately 10% of their sales force knows a little bit about what they're doing, the rest appear to be absolute ###s. So I tried something different. let's try frys.com (again good prices) but... mistake! The item they sent me was defective, & the return process takes HOURS, THEN DAYS. Then when I get the exchanged item, it's worse than the first one... Everything about every transaction makes me pause and say "REALLY?" I'm obviously a little more hardheaded than most since I went back for seconds, but never again. I would seriously recommend this store to no one other than my worst enemies.

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Jan Bradford
,
Jun 20, 2008 7:24 pm EDT

I purchased a Phillips Magnavox TV from Frys on Northwest Highway in Dallas about 4 years ago with a 3 year warranty. From Day 1 I had problems with the convergence and had someone set it upon install and come out again a year later. I was told I would be charged in the future because I could set this myself. I have never heard of having to continually set the convergence. I was put off until after the warranty (and I called repeatedly), then got someone to come out to find the convergence had gone out and it was no longer in warranty. Frys refused to take care of this. I wrote letters, called and went to the store, but to no avail.

I had a similar problem about 8 years ago with a computer I purchased with a 5-year warranty. I used a loner most of the time during the 5-year period because it was constantly freezing up and nothing they did would fix it. I paid about $2500 for the computer and was offered a $500 trade-in allowance... which I refused. I was appalled that they had to nerve to avoid the warranty.

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cjoel777
Bensalem, US
Mar 24, 2012 5:22 pm EDT
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On March 2, 2012 I purchased a Samsung 7" tablet for my wife from frys.com. On the ad it stated a $50 Frys gift card was included. When the order came, there was no gift card. I called fys customer service & the rep had to put me on hold to talk to someone. He got back on the phone & told me the offer was for in store only. The ad for the product never stated that! I sent numerous emails to customer service at frys, to no avail.
I believe that this is considered FALSE ADVERTISING (FRAUD).

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wifi8827
, US
Mar 25, 2012 7:11 am EDT
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I am currently looking at Fry's weekly ad, and at the bottom is clearly states:

"Prices and/or selection shown in this advertisement may not be available online at Fry's website: www.FRYS.com"

the $50 gift card was in-store only. You have no case.

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cjoel777
Bensalem, US
Mar 25, 2012 6:47 am EDT
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Nothing in the whole ad (or website) that I saw said anything about in store only for the gift card.

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wifi8827
, US
Mar 24, 2012 9:16 pm EDT
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most stores have different prices and offers for in-store and online. Did it say anywhere on the website about the gift card offer?

Assuming it did not, did you not think that was a bit odd while you were ordering?

It is not false advertising, it is how it works.

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2:08 am EDT
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Fry's Electronics horrible service

I have purchased my printer "Brother" from Fry's Electronics with 5 years performance plan and when it got defective after 2 years, I took it for repair.
Before repair problems:
1. Paper jam on ADF
After repair Problems:
1. Paper jam on ADF
2. Very Loud Noise
3. Damaged Frame at 2 locations
4. 3 months and 3 weeks and still not fixed!
5. They didn't replace it and told me you have to keep it for 6 moths to be replaced!

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12:33 pm EDT
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Fry's Electronics waste of money

Wanted a pair of 1GB 400 MHz DDR2, sales guy said no prob, punched it into the presales slip as Kingston. I'm buying it for a friend, very clearly said DDR2. Purchased it for $80 w/tx, which I thought was high. Took it home, it turned out he punched in DDR, not DDR2, which are not interchangeable. Raced back to store, got refunded, went back to same smiling SOB and told him AGAIN, I NEEDED 2 STICKS OF 1 GB DDR2.

This time he didn't even look it up, and just said they didn't have them. This means he KNEW they didn't have what I needed, and tried to sell me something similar, knowing all along they didn't carry what I needed. Thanks, Frys wise ###, I'll think twice about buying parts from your store again. Happy ending for my friend: Newegg.com had the right parts for less than $50.00 including tax and shipping. Installed a "loaner" 512MB I had laying around, this gets him out of virtual memory, and when the parts come in, it will be even faster with dual channel. Frys needs to train its employees not to send out customers with fake sales. It will ruin their reputation. If you don't carry a part, say so. Instead, they wasted an hour of my time, and $5 worth of gas.

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11:31 pm EDT
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Fry's Electronics service / discrimination

This is the letter of complaint I sent to the company:

To whom it may concern:

Over the years since you have opened the store in Renton WA. my husband and I have spent thousands of dollars with your company. My recent purchases with your company have gone well until I had experience with your warranties and lack of customer service /equal treatment. I am outraged this has happened to me twice and the difference between the way my husband gets treated and the way I get treated is the kind of thing you write to dateline about.

This last experience with your company has sent me over the edge. I am asking that you do something to make the situation right, I am outraged. This is absolutely unacceptable.

I purchased a sony camera in Feburary 2009 my total purchase included your extended warranty. A couple days ago I noticed that my camera wasn't turning on so I look at it. The battery eject lever has broken off this is a very small moving spring loaded piece inside the camera that holds the battery in. I take my camera to your store and go see service they tell me its not covered and falls under the "accidental" category. I explain to them I bought the extended warranty. They repeat they will not cover it and will not fix or replace it which I expect when I buy a warranty on on something. So I go to the front ask to speak with the store manager and he looks at it and says the same thing to me. I explain to him no I didn't break it, I haven't dropped it. I believe its a defective piece. He proceeds to tell me that your company will not cover it calling me a liar. His name was Tuk. I proceed to say that I can't understand how they can sell a product and a warranty and not back it up. If this tiny piece inside the camera is not covered what is? He proceeds to tell me that your company sells lots of these camera's and they don't come back with this piece breaking and if he sent it out there would be a charge to your company. This camera is not even a year old surely sony backs their own products. I can see that your warranties are at the whim of whoever is at the desk. This was the store manager that I was speaking with. Over the course of 15 minutes he helped everyone and everything that came his way after initially speaking with me when he finally came back to me he said there was nothing your company was going to do I am out $270.00.

I talk with my husband, he goes down to the store the next morning. Walks up to the customer service counter tells them the camera has a broken piece fills out a form is informed that it will fixed and back in two weeks.

You clearly have a few issues discrimination and policy inconsistencies.

This is not the first time I have been treated this way by your Renton store. I also purchased a fujitsu laptop in March and bought your extended warranty. In July my brand new laptop stopped working. I go into your store get to the service counter where they inform me its going to cost $70 to diagnose the laptop problem. I say "oh well I bought the extended warranty". Orion tells me I still have to pay the $70 if the problem can be pinned on the manufacturer than I get my money back. I need my laptop so I agree, but this charge is in addition to the $300 I paid for your warranty on this great laptop that was suppose to be top of the line. So you can imagine I am not happy that you are charging me to look at it. To add insult to injury the diagnosis was a disc inserted in my laptop and within 2 minutes Orion informs me my hard drive has gone out but good news I won't have to pay the $70 for the diagnosis.

We get the diagnosis out of the way and Orion tells me if I want them to try and save any information on my laptop that its going to cost me $85 to transfer the info. Its a new laptop so shouldn't that fall under the warranty its a couple months old. I buy an external hard drive pay the money to try and save my precious children's photos that I have stored on my new top of the line laptop $200 later. My husband goes down to the store to find out about these charges and pick up the laptop to take the information off himself. The customer service representative says oh you don't have to pay for that we will do it for free, refunds the money and off he goes.

Its been my experience that your company does not back its products or warranties. If you can get more money out of someone you gladly will. If you can get out making good on your word you will and not blink an eye. Its 2009 I never would have guessed that being a woman would make such a huge difference in an electronics store of all places. However I have been treated so badly by your store here in Renton. I feel strongly that you need to do something to make this situation right. You have a small opportunity to do the right thing for a customer who has bought some of the best products you offer and your warranties which I know is a huge chunk of your profit margin.

Please get back to me within 48 hours

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4:15 pm EDT
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Fry's Electronics tough to do business with them

Applied for a Fry's Electronics card earlier this year. Given a discrepancy [outdated info] on a credit report, the app was denied. Contacted the appropriate credit bureau and updated the info. Today, a few months later, stopped in and re-applied. This time the delay was due to a "duplicate application". Called Fry's credit company from the store and was told that since the first and second applications were less than 6 months apart, the 2nd app will be denied also. The credit "rep" said I will now have to wait ANOTHER six months before applying again. I told him they make it tough to do business with them. The store employee apologized and said he "didn't know" about the 6-month policy. No great loss; the general atmosphere at Fry's Electronics in Tempe is so unfriendly, starting with the accusatory-looking staff at the entrance/exit, that I remembered on my way in/out why I bought my last computer--and will buy my next one--elsewhere.

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4:43 pm EDT
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Fry's Electronics service contract ripoff

We purchased a Service contract from Fry's with the purchase of a new HP Laptop computer.
The computer started shutting down Intermittently. Starting in November 2008 we have taken it in to Fry's for service at least 10 times for this problem. Each time we have taken it in they say it was repaired. each time we received it back it would fail withen a couple of days. The last time we brought it in for service they we called after waiting a month and they claimed the problem is liquid damage and it is not covered by the contract. When I left it at the Fountain Valley Fry's service Center the computer was working. Now after opening the computer more that 9 times they claim it has LIQUID damage. How did they not notice this the first time it was opened? The fact is they want your money for a contract but they don't want it to cost them to honor it!

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Update by Randycuda
Sep 14, 2009 1:20 pm EDT

Fry's came through and honored our service agreement. They replaced the laptop with a brand new HP. Randy Fry and the Store Managers (at least the one at Store 7 in Fountain Valley) are truly Customer Service oriented. They really do look out for the customers and went above and beyond expectations in assuring our satisfaction!

Thanks

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Fry's Electronics under warranty repairs faulty

I bought a 30" LCD TV here in '05 with a 4 year warranty.
In January 2009 I brought the TV in for repair. The warranty expired in June of 2009.

Calls to customer service with simple questions like "Where is my television?" and "How much longer till I can pick it up?" were not answered. Customer service representatives over the phone simply stated they didn't have an answer they could give me.

I didn't receive my television back until mid-April, and when I brought it home it had the same problem PLUS a large, noticeable scratch on the screen.

I returned the television in May of 2009 and now in August 2009 I still do not have a television or an answer.

I have talked with supervisors about getting a loaner television, getting a replacement, or getting time added to my warranty because of how long it took them to perform these repairs. I was promised to be contacted about this issues but no one has called me.

My warranty has now expired and I was told that I would have 30 days after receiving my television to return it for additional repairs now that it is out of warranty.

DO NOT BUY PRODUCTS (especially warranties!) from Fry's Electronics. They take forever to repair your product, the customer service is lousy, and they screwed up my repair! They won't offer me a replacement or even a loaner television.

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jose9211
San Diego, US
Oct 11, 2009 11:49 pm EDT

I bought a GQ Zx-5580 in fry’s and in 5 months had to take it for repair I have a year extended guaranty on it
They gave me a loaner, after 2 months went to pick it up was with me for less than a month took it to fry’s they gave me a loaner again 3 months they called me went to get it had it with me for a week took it back gave me a loaner again this time was like 1 month when they call me to pick it up had it for a wile took it to the store for repair a month later went to pick it up this time I try it in the store did not work so I was going to live it in they told me the warranty expire that for the good of him he was going to fix it but I will not get a loaner that is when I realize what was happening and I question too many times been in the shop I was told the day I bought it that 3 times repair and you get a new one, this time this guy tells me that the 3 times repair has to be the same thing and they had to replace the mother board only 2 times when I had it back still did not work so after that I decided to open the computer an fix it my self I will never buy the extended warranty at fry’s I feel they rip me off they kept me quiet with the loaner because I did not think that extended warranty was going to expire I will not buy a off brand computer with this guys maybe not a computer any more.

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7:25 pm EDT
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Fry's Electronics clear scam

I purchased an External Fire wire drive at Fry's Electronics and was told at the checkout that there was a thirty dollar rebate. I mailed my rebate application, original rebate receipt from Fry's and the original UPC code from the box. I specifically remember feeling the cardboard of the UPC symbol in the envelope before I mailed it.About a month later I received a call from rebate department saying they didn't have the UPC code in their possession and could I please send it? I explained to them that I can't send them something I already sent them. They told me there's nothing they can do and finally concluded I wasn't going to get the rebate. While on the phone with them they disconnected me twice, unnecessarily transferred me to Tech Support twice, and transferred me to voicemail once for no apparent reason. When I called back and asked to speak with a manager I was told she wasn't available. I was been avoid all the time I tried to talk to them. This is what? I would say that it's a clear scam.

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bill2222
Richmond, US
Jul 09, 2010 2:27 pm EDT

Fry's is a trash

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7:27 pm EDT
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Fry's Electronics false advertising and bad customer service

I viewed the ad in the Saturday paper which identified a vacuum...the Dirt Devil on sale..for one day only. I drove a long distance to the store.
This vacuum was not to be found..BUT, a sales associatee said to take a similar one to checkout and they would honor this ad. At the counter, the check out lady refused, called it the wrong model, and then the managere came over. THe ad PHOTO matched the item, but he showed that the SKU number didn't match...and would not honor the sale.
So they expect the impossible...how can a customer look at the photo and not know it matches the skew number?
Unbelievable BAD customer service.
These guys are just sharks looking to rip you off. Stay away and be warned of their false advertising.

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Fry's Electronics charged me $80.00 for nothing

They charged me $80 for doing nothing to my computer.
They could not fix it at all after they left me a message telling me that it was ready. What a joke. Do not take your computer to have it fixed at frys. I think they have average college students who hardly know anything about computers.
I took it to micro center and they fixed it with no problems with the parts that I wanted and charged less.

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thatguythere
Old Harbor, US
Nov 29, 2009 2:11 am EST

Yeah the service department at Fry's is painfully vapid and very forgetful. They even fix things without fixing what they were supposed to.

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3:54 pm EDT
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Fry's Electronics Awful experience

I took my pc in because it was "crashed" Fry's computers held on to my computer for a week before I called to check the status of my SRO. I was called back and told that my pc harddrive failed and that I should just buy a new pc. Right after that I noticed my bank account had some fraudulent activity. I did get my pc back from Frys and had a friend who works on computers check the hard drive again to see if my photos could be backed up to find out the hard drive was completely blank. Fry's claims that they did nothing to my pc except run a cd to try and correct the problem and that this is why the hard drive is now blank. Im not a computer geek but I know that doesn't make any sense. I did file a police report, Fry's is on my bad people list.

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10:55 am EDT
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Fry's Electronics Advertised item not available

Fry's advertised an Amana portable air conditioner-windowless 12000 btu with heater for $349.00 and listed all of their Southern California stores in the ad. The ad was in the July 19, 2009 Los Angeles Times.

The closest Fry's store to me was in Manhattan Beach, CA. Fry's Manhattan Beach store said they never had the advertised Amana air conditioner and never would. The sales clerk was pleasant but confused and untrained. She kept me waiting as well as other people
while contacting a "manager."

I was shuffled from store to store including Fountain Valley, Burbank, etc. By the time I had a response from the Oxnard store, 75 miles away, the next morning, I was told it was a one day sale and the price was now $499.00, the full retail price rather than 349.00 the sale price.

Draw your own conclusions!

Fry's Electronics Headquarters
Fry's Electronics
600 E. Brokaw Rd.
San Jose, CA 95112 (Map)
Phone: [protected]
Fax: [protected]
Toll Free: [protected]

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DanD12
, US
Nov 30, 2009 5:01 am EST

Fry's sells laptops without mentioning the battery life and once you open them and find that it sucks, they will still charge you 15% restocking fees for returning them.

I exchanged the two computers and Fry's gave me used computers in return instead of new ones.

Never buy from Fry's any longer. They are not any better fro pricing also.

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Fry's Electronics robbed

Oxnard store (#44) on Saturday July 11th and purchased one item: a cooling stand for my laptop, the price was $24.99. While I was going over my banking records later the next week I noticed that they showed a charge for $54.35 from Fry's, so I looked at my receipt and I had been charged twice for my item. So the following Saturday (today July 18th) I went back to be refunded for the stand I did not receive, the customer service employee took my receipt to go and verify, but when he returned he said that the stores inventory matched my receipt and there was nothing he could do for me. I asked if I could speak to a manager so they could rectify the situation. I was given the store manager's business card and told to call back on Tuesday because there are no managers in the store on the weekends.

Lets see how long it takes to get a response if ever...

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Fry's Electronics scam

I brought in my 2 year old Fujitsu Laptop for repair. I was told they determined that I needed a motherboard and it had to go back to the factory. They told me it would be 6-8 weeks to repair. Ok, I thought I'll deal with it. BTW- the harddrive already crashed once on this unit and needed repair but I digress. It has been now over 10 weeks and all I get out of tech support has been that its at our factory or its at their factory. It's always a song and dance with no answers. Getting to corporate has been a joke, I finally called the store mgr today. He is not in and they dont know when he'll be in...? So I am awaiting a call today.

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bewareofit
Roseville, US
Sep 07, 2009 4:56 pm EDT

Scam to get people to sign up for Fry's credit card. When working there I saw many things that were mind blowing. One of the things that bothered me was the presure to get customers to sign up on the store credit card. These are just some of the things we did to get the customer to sign up. Guarantee a job appliacant an interview if he or she signs up, giving free food if customer signs up, running a contest with no real prize, threatining to fire employees if they did not get 5 people to sign up and giving free delivery to customers on items that already come with free delivery. From talking with other associates from other stores, roseville is the only store like this. Beware of this when you go shopping at Fry's.

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Too
, US
Sep 09, 2009 4:38 pm EDT

I myself and one of my friend bought merchandise from Fry's Electronics in the San Francisco Bay area. We both bought walkie-talkies based on an advertised rebate from Columbia Telecommunications Group and till date neither of us has received rebates for the same.

Once the 14 weeks for processing had passed, I called them regularly. For a while, they were answering their phones and I was told each time they were backlogged with rebates and that the rebate program had far exceeded their expectations. But that my rebate was in their database and scheduled to be sent "this week." They even went so far as to give me reference numbers on both my rebate and my friends. Now I got response from the rebate center. I get a message saying the voice mailbox is full. Today when I called their corporate headquarters and asked for the person at the company responsible for rebate programs and was told by them that the only responsible people are at the rebate fulfillment center to whom should I need to contact in order to get my rebate. When I pressed for a person within the company, I was promptly hung-up on and it wasn't an accidentally hang-up and I got a reply from them after sometime that "There is nobody here that can help you, good bye."

The very next day I have filed a Mail Fraud form with the United States Postal Service. They base investigations on the number of complaints. It might be too late for us, but if enough people fill out the form, maybe we can stop them from continuing to rip people off via the rebate scam.

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Frustrated in Dallas
Mesquite, US
Sep 27, 2009 10:16 am EDT

Purchased a 120g Zune for my son's birthday on 9/01/09. Paid right at $270 and departed store. Please note I wasn't allowed to handle the Zune until after purchase. The following week the Zune didn't work. Wife & son returned the Zune and the return clerk said the serial number on the box and the serial number on the Zune were different. No exchange and no refund. A comment was made we'll just have to "eat it." Manager implied my wife was trying to pull a fast one. When asked why there were several stickers on the box pasted over one another, my wife received no answer. Clearly, Fry's repackaged a refurbished Zune and sold it as new. Still haven't received a call back from the district manager on this subject. I only wish I had read the hundreds of other customer complaints concerning Fry's. If I had, I wouldn't get anywhere near the place. Actually, it's quite amazing that any establishment with absolutely no ethics and this abusive to customers would still be in business. Please accept this advice in the spirit it's given, do not shop at Fry's unless you're will to either lose your money or be willing to face endless hassle. Simply put, you must appreciate the type of people you're dealing with.

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LeeFromTX
Houston, US
Oct 05, 2011 12:39 am EDT
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Scam pretty much sums up Fry's.

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maxximus
Oakland, US
May 27, 2010 10:17 pm EDT
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even though I didn't buy those two-way radios like you, I remember how I got the run-around years ago when I bought an internal DVD burner at Fry's and had to wait literally months to get my mail-in rebate check in return.
The company referred me to a fulfillment center which then told me that the stated 4 - 6 weeks in the fine print are referring once they have received and verified with vendor, in this case Fry's about the discount. So in all, yes I assumed that 1 month later I would get my discount but ended up being 4 months.
Since then I stay away from offers like this and see if any other products with cheaper price have good reviews as well.

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Hai Doan
San Jose, US
Feb 27, 2010 9:55 pm EST

I ran into something very similar

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sr_maynard
Vallejo, US
Sep 17, 2009 3:57 pm EDT

When they had me sign up, they failed to mention that you can't pay the credit card bill at the store although it has Fry's name on it. The credit card company also has misc. other charges that were not given to me until after I had received the card; charges like a fee to pay the balance over the phone - $6 if I recall correctly. Late on a payment? $29 late fee. Way to high in my opinion. Especially since my balance was less than $190. I paid my balance and closed the account. I recommend to everyone NOT to get the so called FRY'S CREDIT CARD which is actually a FIRST ELECTRONIC BANK credit card.

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Fry's Electronics con artists

Through several bad transactions with Fry's they have proven themselves just too devious in their dealings to be trusted any more.

The latest was with a rebate. Not in their newspaper ad, not on the price tag on their shelves (where the price, the rebate amount and the final price is outlined) nor on the rebate form printed at the cash register did it mention any other requirement, other than purchasing the item and submitting the required UPC, receipt and rebate form, to receive the rebate. Only after opening the software did I discover you needed to purchase tax software also to get the rebate.

I tried dealing with the local store's Returns Dept. and spoke with the department's manager, but they refused to allow the return of opened software.

It is Fry's responsibility to inform the customer through the ad, through the price tag on the shelf and through the printed rebate form that another purchase is required for a rebate to be good.

When they don't and then refuse to allow a return it can only be considered Shady Dealings

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Fry's Electronics damaged product

My husband and I bought a new Acer laptop last Monday evening. Got it home that night and hooked up the battery. 'Upon turning it on, we realized the whole left side of the screen was damamged- blurry, dark, and liquid looking. (The look a screen gets when you push it real hard) We took it back the very next day when we got off of work. They refused to return or exchange it. They told us we "must have done something to it"! Then informed us theat we were "more than welcome to purchase another one"!
The assistant manager, JEnnifer was uncaring, rude, and had the poorest customer service skills I have ever encountered at a store. Makes me onder who the idiot is that hired her for that position.
We have gone all the way to the District manager, John Norris, with no avail. This company clearly is all about makign money and not caring who gets hurt or basically robbed from. I would nto recommend anyone buyign anything from Frys' unless you open the product first and examine it.
This is unbelievable and unacceptable. You would think with the economy the way it is, no business would want to lose the respect or money they get form customers.

I am awaiting a call from Randy Fry to see if he is going to do anything to honot his stores so-called committment to quality and customer satisfaction. Yeah- right!

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Fry's Electronics rebate fraud

Frys Electronics has many co-branded rebates running at all times. These are the ones Frys is involved in and provides a "Rebate Receipt" and website for the rebate form.

Submitting a legitimate, very high quality rebate still results in it being rejected over 50% of the time. Re-submitting COLOR copies of everyting, including the envelope to prove you used the correct address, lowers the SECOND rejection rate to about 33%. It ofen takes three or four attempts, using Certified Mail ($3.20) each time to get the check you qualified for the first time.

Fry’s Electronics often pulls stunts like 1) two different rebates requiring the same original proof of purchase, 2) requiring an “upgrade” from a product so obscure nobody will qualify for it, and 3) printing a “Rebate Receipt” that is not accepted by anyone as either a sales receipt or proof of purchase (using it results in a rejection).

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Hai Doan
San Jose, US
Feb 27, 2010 9:53 pm EST

Today I was looking through Fry's ad and saw the 880gb Seagate free agent go hard drive on sell for $120. I decided to go get it at the Brokaw location. It was the last one on the shelf with no return sticker on it. I thought I was in luck until I got home.

Plugging it in and it did not power up. I tried it on my laptop first then my mediacenter to no avail. Knowing it was the last one on the shelf, I decided to go to the Hamilton store to get an even exchange. The return rep tells me to get one off the shelf and come back. I return only to find that they ripped it open, and found surprise... Nothing but old flat batteries. WTF... They tell me they can't do anything about it and that I should go back to the original store I bought it from. Fine, angry as I was, I really didn't want to be stuck with $120 batteries.

Back at the Brokaw store and I explain everything to the lady, she brings her manager to talk to me and basically its the same crap. He looks at me and says we cannot return this item because its just batteries. We argue for a long long time, and he just says "how can you return something like this, it's not a hard drive?" to which I reply,
"how can you sell something like that."

I'm at my wits end, I called my CC company to try to dispute but they say the charge hasn't gone through yet. Has anyone else had a similar problem? I'm so p* off right now and will be calling the store manager tomorrow and possibly try to get a corporate contact.

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msquietstorm01
, US
Sep 17, 2011 6:18 pm EDT

I purchased a Maytag Neptune Front Load Washing Machine PLU 4356925 on Saturday June 10, 2009. My invoice number is [protected]. It was sold as an open box floor model. I inquired about the warranty and if it had been previously used. I was told it carried a 30 day warranty and was not previously used but a floor model. The product was incorrectly priced also, so when I was at the register it rang up as $359.90, but on floor was marked $259.90. The adjustment was made on my purchase after I inquired and they apologized. I had the unit delivered to my home on Tuesday June 23, 2009 between 9-1pm. I used the washing machine the very next morning and left for the day. When I returned I was astonished to find my whole laundry room floor was completely flooded. Everything on the floor was sitting in 1-2 inches of water. I cleaned everything up myself, which was no easy task, due to all my storage being also in the laundry in cardboard boxes which were completely destroyed from sitting in the water all day. I immediately contacted the store in the morning on Thursday June 24, 2009. I was told someone would call me back to make an appointment for a technician to come out and look at the machine. On Wednesday July 1, 2009 I called again to Fry's and asked to speak to a manager and yet again I was told the manager for that department would have to call me back. I decided at that point and with a house full of laundry to use the machine again under my supervision. I was able to wash a load of clothes with only a minor amount of droplets of water escaping the dispenser where the soap goes. So I tried washing a second load. At that point water started gushing from the dispenser area and also from the door of the machine. I recorded this on camera and turned the machine off. Waiting for a manager to call me back I did not try to use the machine again and took my clothes to a wash house nearby. On July 13, 2009 I phoned Fry's again stating that no one has tried to call me back or contact me, on the various times I have called and I need to speak with someone immediately. They gave me to Robert the head of delivery. He told me that they were aware of the problem and was sorry no one had called me back and he would make sure this is resolved soon. He took my number again and said he would talk to the manager of that dept and call me back. On July 21, 2009 I called again! Sorry by this time I am more than frustrated. I spoke with an associate there at the washing machine area and he scheduled an appt. for Thursday July 30, 2009 between 10-1 after I did not let him hang up without making an appt. Robert came out and inspected the unit and said that yes it had been installed correctly but he was only the supervisor for installation and not a repair tech. He said he did feel bad and could not believe they had taken so long to come to my aid in this matter. He also said that he would talk with a manager to get this unit replaced immediately. I was happy with this decision and felt this ordeal was well over. On July 3, 2009 Robert called me and stated that he was sorry but the manager said she could not replace the unit because they had given it to me at a discounted price and there was nothing on their floor of that same value. I asked for any type of unit comparable and it did not have to be a Maytag. At that time I was put on hold and when he returned he said that she said that she could not do it. I called back after I had time to breathe and asked what other option I would possibly have, Robert said he would do some research and come back out to see if he could see any other problem. He made me an appt on Wednesday August 5, 2009 from 10-1. He checked the soap dispenser and behind the machine and turned it on and it started spilling water out as previously. He said it was definitely defective and he could not repair it. He took pictures and also said he would talk to the manager again. I thanked him for his help and he left. On August 12, 2009 I called the store and asked to speak with the manager directly but was just transferred to the sales floor. I spoke with Cathy and told her all the issues and she said that they could do nothing. I heard someone in the background telling the girl what to say including for Cathy to be nice since she was being very aggressive with me on the phone and so I asked who it was and she said my manager, so I asked to speak to her. Sharon said it was not there problem and now my 30 day warranty had passed, I told her I had been calling to resolve this issue with Fry's for over a month now. She had very little sympathy and said I could exchange the unit then and pay the difference in price. I then called and asked to speak with Fry's District Manager or Head Manager and I was transferred to his voice mail. I left a message with what had happened and my number to call me back. On August 14, 2009 I called again and this time Robert answered and said that the main Manager of Fry's authorized the return and full refund of the washing machine, I asked him for the refund of my delivery cost as well and the washing machine manager said in the background no, so I asked to speak with her and I told her again that I have been given the run around for over a month and that I had called numerous times to get it repaired or exchanged and no one called me back, so forth and so on. To which she agreed and said she would authorize the refund of the delivery as well. On August 24, 2009 the washing machine was picked up, at which time my linoleum ripped off the floor with the machine and the wallpaper was curled and was ripped with the machine as well. The delivery tech also saw that there was mold on the bottom of the drywall behind the washing machine as well. I have tried to spray with bleach but it returns. On September 3, 2009 I went into the store to get my refund. Someone let it spill to me that the unit was not a floor sample and was in fact a returned unit and it had been returned for the SAME exact thing! They also said in the computer there were extensive notes on this machine. I told them of the damage it caused my laundry room and they gave me the number for claims and said I had to handle it with them. I called and opened a claim. I was called back and asked what happened. I related the situation and Connie said that mold could not grow in 3-4 weeks and that I should not have tried to start the machine again. I explained to her that I only started it again to see why it flooded and how it happened and about mold I told her that I would do some research and call back. I did and was told that mold can grow in as little as 3 days. I called back and explained this and then she said that for me to get 2 estimates and that they would send someone out, also she said that she would have to talk to the delivery techs. To find out what neighborhood I lived in and what condition my laundry room was in previously. I was quite amazed that she was so bold as to ask me these questions, due to them violating the discrimination act. It should not matter where I am located or the condition of my home. What should matter is if there was any damage done to my laundry room by this defective machine. No one else ever called or came out. I called her back to inquire of this and she stated that the delivery techs vouched that my home was in good repair and my laundry room was in newer condition so she did not need to send someone out. I faxed her the estimates to which someone else called me back and said they would turn it over to their insurance. They have not paid yet and the insurance says they are not going to pay unless they can send a general contractor who they hire to come and take a recorded statement and photos. I believe this is unnecessary and unfair since Fry's has already sent 3 different workers to do this previously when the damage was fresh and I have sent several letters with statements. I was laso adviced to be careful with them sending someone to my house 5 months after the damage as they might be using this to not pay the claim. Thank you for your help.

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lfossier
, US
Jul 05, 2011 5:58 pm EDT

Don't buy a support contract from Frys. I live in Plano Texas and have had the worst experience of my life relative to support and service from a retailer. Seven service tickets in less then a year and they use every excuse and loophole to avoid taking responsibility.

The most extreme example I have every had of incompetence and lack of concern.

As far as escalating to someone with brains, forget about that too. They are so well organized to divert complaints that you are constantly directed back to a lower level manager that lacks the foresight or authority to make a decision.

Trust me - spend your money elsewhere!

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GeorgiaShopper
, US
Jul 27, 2011 10:06 pm EDT

Beware of the false information offered by salesmen in this store. We bought a 55" LG Flat Screen TV from the Alpharetta store a few months ago. The Salesman and the Sales Manager assured us that the wireless feature of the TV was very popular and no problems..."we have it working perfectly in our store..." the sales team stated. "Our 'professional' installation team is the best and really does a nice job..." the assured us which ofcourse was all false and only stated to sell us a TV and installation service which both were poor. The wireless feature has never really worked as presented and the installation was incomplete which we ended up finishing ourselves. Full payment was made to Frys so they really dont care to make any kind of effort to fix their lies. Our advice...if you dont have thousands of dollars to waste, just buy your products from anyone other than Frys. The management does not care, the sales team is weak and the installers are incompetent.

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dalepa
Houston, US
Jul 22, 2016 7:24 am EDT
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I have a warranty from frys on my Lenovo y560. I took it in for repair and was told that the hinge was not covered because hardware damage is not covered and I was charged $78.

How can a warranty NOT cover hardware defects.

However is this clearly a Manufacturer defect. Many people are having the exact same issue with the Y560

How can i get this resolved?

Here are just a few people with the same problem.

http://forums.lenovo.com/t5/IdeaPad-Y-U-V-Z-and-P-series/Y560-screen-hinge-broke/td-p/736915
http://forum.notebookreview.com/ideapad-essential/543887-y560-hinge-issue-explained.html
http://leshcat.blogspot.de/2012/01/article-y560-repair-of-hinges-by-martin.html
http://www.tomshardware.com/forum/78767-35-y560-hingle-broken

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Kilkade
, US
Nov 21, 2012 7:39 am EST

This store doesn't seem to know what they are doing! I pre orderd a product and it is not until the very day of the release that they realize they didn't order enough of the product to fulfill the orders that were placed two months in advance! Your lack of seriousness and costumer commitment completely sucks!

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jordan68
, US
Aug 08, 2012 10:03 am EDT

This is still going on. I sent in a rebate request, heard nothing and now they not only want copies of everything, they also want a denial notice/rejection letter (which I never received) and an exact postmark date for when the rebate was mailed to them.
I guess the era of rebates being real is long gone.

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trillium
, US
Dec 18, 2010 12:08 am EST

After 3 months my rebate request based on a D-Link camera purchased at Fry's does not even show on rebatepromotions.com website. Is this rebate game a scam? Do they just throw away the submissions?

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arubino99
Austin, US
Apr 28, 2010 7:02 am EDT
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I've actually had good experiences with rebates. I have yet to see one fail or be returned to me. And I've had experiences with Fry's and their "rebate receipts". Those work for me as proof of purchases.

I agree with your complaint, however. And here's why:
They take forever. You'll see your money next quarter.
They are processed by a third (and something fourth) - party companies with no relation to the original retailer.

And you usually end up cutting your boxes/packaging for UPC codes, so you lose any potential to return your merchandise.

If you DO attempt to return your merchandise, the rebate price is "subtracted" from the price you paid. So a $50 item with a $10 rebate only refunds you $40, minus another "restocking" fee.

Rebates aren't worth the hassle in my opinion. You save maybe 5-10% of your purchase price, but the amount of effort expended far outweighs it.

Myself: I just ask for a discount off my purchases. I ask for a manager. You'd be VERY surprised in speaking with a retail management how lenient they can be with discounts. On average, I'd say I walk away with 15% off total purchases. Some items are 40% off, others are 0%. It really depends on the store, stock levels, and how you speak to management. Items with rebates usually won't be discounted, however.

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santa8claws
Washington, US
Mar 15, 2010 11:20 am EDT

Almost all retailers/etailers outsource their rebate processing, or provide rebates through the manufacturer's rebate program. Fry's is no exception, and isn't completely at fault for using a rebate processing center that doesn't provide the best customer support. My experience with rebates is you have to read every rebate carefully BEFORE you buy anything. Also make sure to document everything (what the rebate requires, what was mailed in, UPC codes, etc), track and keep records of all your rebates that you submit, and photocopy the stamped envelope (if your USPS office lets you) or use a metered stamp with date. Of course you need to always followup with the rebate processing center by phone to make sure you correct any problems and ensure a valid rebate check!
As always, Good Luck!

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Fry's Electronics Charged restock for defective product

I bought two Bluetooth brand wireless head sets (one for myself and one for my daughter). Neither one would charge, even after may hours. They had the same type of charger, so I am venturing a guess that that was the defective part.

I took the headsets back to the store with the receipt within the time allowed. However, I did not have the boxes because my son-in-law had thrown them out in the recycling (which was already picked up). They charged me a $5 "restock" fee for me to return these defective items to their store. Worst yet, the guy doing the paperwork put on the screen, which I'm sure he didn't realize I was actually reading, "repack." This means that they will repackage and place these defective items back on the shelf for some unfortunate customer.

I can't imagine ever being charged for something that is defective. I didn't destroy it, so why am I responsible.

I will tell everyone to watch out for the rip off from Frys. Unfortunately for them, I have lots of computer geek friends.

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arubino99
Austin, US
Apr 28, 2010 7:18 am EDT
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I also disagree with this complaint.

You need to provide everything that was in the original item you purchased - box included when you return items.

You should count yourself lucky that they allowed you to return the items at all. They probably did so because you were irate, and wanted to move you out of the store and provide you at least with an amount of money you'd be happy with.

$5.00 is really nothing. Compare it to not being able to return the item at all. Compare it to say... your time that you spent writing your complaint. Or the time you spent driving back to Fry's. Or the time you spend arguing with the returns rep.

"I will tell everyone to watch out for the rip off from Frys. Unfortunately for them, I have lots of computer geek friends."

Veiled threats do your complain no justice. If you have a lot of "computer geek friends", they'll probably tell you the same thing I have. Restocking fees are a standard practice.

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thatguythere
Old Harbor, US
Nov 29, 2009 2:09 am EST

Without the package the store usually can not get any credit from the manufacturers and the item is absolutely worthless. Even sometimes with the package the store gets absolutely nothing for it, the manufacturers will still not take it back and give the store it's money back. But the store does take it back and barely charges you a fraction of the cost. You actually cost the store the entire value of the item when you don't have the packaging and they bargained with you and did you a favor by buying it back from you at a reduced value(YES BUYING BECAUSE THEY GET NOTHING) and you're spitting in their face.

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Fry's Electronics terrible service

This letter concerns the Service Department at Fry's Plano, TX store.

On Sunday, June 22, 2008 I inserted an MS Pro Duo picture card into my laptop's card reader without the adapter. It was so small that it fell inside. Since I did not want to destroy my reader nor picture card, I took it to the Plano store. The technician said it would take about 30 minutes to take apart my case to remove the card. He said there was a 3-day backlog, so it would ready on Wednesday, June 25th (SRO# 844931). I said Ok and paid the Service fee. He said he would call me when he finished extracting the card.

At 8:15 P.M. on Wednesday, I called the store (since no one had called me) and the man I spoke to said that it was still in process. At 12:00 P.M. on Thursday, June 26th I called the store and was told that my PC had been ready for pick up since 7:42 P.M. the night before! Since I had called 33 minutes later than that, I found that to be rather irritating. I went back to the store and picked up my laptop.

On Saturday, June 28th I tried to use my DVD player and discovered that not only would the access door not open, but also Windows did not recognize that the drive existed. The DVD drive was not seated properly in the laptop. It had been forced in (normally it just fits with ZERO pressure), and the screw holding it was put in at such an angle that it was crossed threaded. Yet, the drive still was extending 1/8th of an inch out of the case. The optical reader's pins were so mangled that it was no longer usable. I took the laptop back to Fry's. A different tech helped me and said it was not necessary to remove the DVD drive to extract the card. He did not understand why the original tech had done so. He took it back for rework and said I would be given priority service.

At 8:30 P.M. Fry's called and said that it was fixed and ready for pick up. I went back to the store, and when we turned the system on, it did not recognize the DVD drive. When I asked the tech what happened to the reader, he said that he could not get it apart and in the process of extracting the card he damaged the pins. The technician told me that he put an oversized screw in the laptop since the original screw was stripped. He then adjusted something and “snapped" the drive back in the laptop (originally it just fit). The drive now showed in “My Computer". When I took it home, I turned the system on, but Windows failed to recognize the drive. It still was still not seated properly in the backplane.

On Sunday, June 29th I took it back to the store again. Another tech checked it in again, but this time under SRO # 847948. He must have copied a different customer's information, as my name was correct, but it said I lived in Illinois (different address & phone #).

On Monday, June 30th I called the store. The person I spoke to corrected my information and said no one had looked at it, but a Manager would call me within 24-48 hrs to let me know the status. On Wednesday, July 2nd I called the store and the girl I spoke to said there was some damage to my machine. I said I know because Fry's caused the damage! She asked me if I would I like to be transferred to a Manager? I said yes. I left a message for the Manager to call me back.

On Thursday, July 3rd at 11:30 A.M. I called again. The tech that answered the phone said the lead tech was discussing my situation with the Store Manager, and that someone will call me back. At 4:00 P.M. I still had not received a call back, so I called again and asked to speak to the Store Manager. I was told that he was not available. Then I was connected with someone who took down my information and said he would get back to me. At 7:00 P.M. I called again and was told someone would contact me the next morning.

On Friday July 4th, I called at noon. After 37 minutes on hold, I was disconnected. I called back and was told that made a decision not to fix my PC. This is after they have had it for 5 additional days. The tech who caused the damage is trying to cover up his incompetence and told his Manager that the unit had the damage when he received it. He has already admitted doing the damage.

I still have not received a call from anyone at Fry's except for the 2nd pick up!

In Summary, I have since had to buy an external USB card reader at my expense because my internal one was damaged beyond repair by a Fry's technician. If I wanted to damage the card reader, I could have extracted the card my self without damaging the DVD drive. I paid Fry's to extract the card, because the tech said he could take the reader apart to remove the card. Now, not only is my card reader ruined, my DVD drive does not work, and so far I have made FOUR round trips to the store with at least one more to go, (at today's gas prices!) and have not had my laptop for over 12 days for a 30 minute fix!

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Fry's Electronics crummy customer service

After selecting a HDTV I wanted to buy, the salesman went to the back to see if it was in stock. He returned and said there were no new sets available, only two open box sets. As soon as he said that, he quickly turned around and walked away. He didn't try to interest me in the open box items, or in any of the other HDTVs in the store. He didn't even say thanks for shopping at Fry's. He just walked away and left me standing there.

I really wanted to buy this particular model, and had been comparing prices at various stores. 3 days later I returned to Fry's and found the same model on sale for $200 less. This time another salesman offered to help, and I asked if they had received any more of these HDTVs. Here returned after checking and said they were out of stock, except for two open box units. I asked if the open box items were in good condition. The salesman said yes, most likely they were returned because the buyers didn't like the screen size. He also said the open box items would be sold at a reduced price. When I expressed interest in buying the open box TV, the saleman started dragging his feet. He said the manager and himself would have to examine the contents to insure everything was there. He wasn't sure when they would be able to do that. I could tell from the look on his face that this was a job he didn't want to do - he was lazy. Then I remembered that Fry's has a store in Burbank. I asked the salesman if he could call the Burbank store and check if they had this model HDTV. He didn't like this. He said, you want ME to call the store? I said either that, or give me the store's number, and I'll call. So he gave me the number, but when I called, it was a discontinued number.

Moral to this story: If you want good customer service, don't shop at Fry's.

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obiwan
, US
Oct 21, 2009 8:07 pm EDT

I had similar experience with Fry's online payment. As a result I had to pay late fees in the next bill even though I spoke with someone over the phone and mailed a check covering the original bill and new outstanding bill. The snail mail did not get to them on time. Their claim is that they recommend mailing payments 7-10 business days before the due date. In general it takes 3-5 business days to deliver a first class mail. My guess is that US Postal Service will disagree with Fry's position. I think these folks are less than honest and try to charge anyone whose payment arrives within 5-6 days of the due date. I suspect they blame US Postal Service and claim they received the payment after the due date as one can not prove when the payment was actually received by them. Or they are not smart enough to manage a process to assist customers who are trying to pay their bills on time. It is better to retain customers who may spend thousands of dollars at their stores rather than frustrate them with "absurd" and "no holds bar" late fee collection strategy. I canceled my card and will never buy anything from them. I'll gladly buy my electronics from others, even if the sale price is 20% higher. The simple reason is do not give your business to a company that is not customer centric and do not know how to develop meaningful relationships with its customers. They rather focus on crafty ways to supplant their cash-flow with "little late fees". This type of company essentially is not competent, well managed or run. They should fail as a business so that consumers are left with competitive and value creating companies. Just look at some of the banks that sunk the world economy. Their only strategy is to nickel and dime everyone to wealth and creating shareholder value. I say dump this type of companies and institutions and not bail them out. Let’s all demand competitive sound companies by supporting the current administration’s drive for better consumer protection laws. Get involved and help build a better country.

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LRP
Corvallis, US
Jul 01, 2009 12:14 am EDT

FRY'S CREDIT CARD CUSTOMER SERVICE, ONLINE AND BY PHONE:
I was trying to pay for my Fry's Credit Card online. I logged in successfully. Then, the system asked me for my security question. I answered. I was in the screen where you see your account balance, activity, payment due information, etc. I choose to pay for my bill and then I am told that my account access was limited because they could not authenticate my information.

I gave the correct information, but I was not able to make a payment. I went by phone to make a payment. I was charged $6.95 to make a payment by phone, on an automatic system.

My payment will be late because of not being able to access the account online. I have tried several times to pass that message, but to no avil. Now, I will surely be also charged about $40.00 for a late payment on top of the $6.95 for making a payment by phone, because that will be posted between 1-3 days later.

I was not late making my payment, but the system made me late making my payment. This should be illegal.

There should be a way for the consumer to be protected against these scams.

LRP

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+1 (408) 350-1484

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terrible online ordering system!
1
(opinions to this review)

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