FYE
reviews and complaints

I order a CD on FYE.com for my husband's birthday. Two days later, someone from customer service called me. She said she wanted to confirm the order with my husband. I told her "It's for his birthday, I don't want him knowing about it." She said, "too bad." I told her to cancel the order. She said "Fine" and hung up.

I then sent two emails to their customer service department to cancel the order. Still, we were charged on the credit card, but never received the order. I never heard back from them.

One month later I have yet to see the credit.

I was shopping at FYE around xmas time, i had a movie held for me and when i picked it up to pay the difference they told me that they were offering me the FYE VIP BSP Pass which would give me so much off of my purchase but that i would need to cancel by sometime in Jan. I tried calling THREE different times to cancel and each time it was never cancelled and they kept charging my account $9.99. I finally called and again and told them that it better be cancelled and i want my money back for the last month. FYE customer service people are extremely pushy and do not understand the words NO THANK YOU! Stay away from FYE BSP pass or anything that has to do with it. They are extremely shady and dishonest.

Me and a group of my friends wanted to go into an fye store to get a cd, but when we tried to go in, a saleswoman rudely told us that we could not come in the store because we were under 18. That is discrimination, and if they had hung up a sign saying black people can't come in because they might steal from the store, the store would be boycotted immediately. I was so mad I don't think I will ever go in another fye store again because of it. It's ridiculous that a store would not even allow us to enter the store just because we're 16 and might possibly steal from them. Not all teenagers steal any chance they get, and I did learn one thing: never go bro another fye store again.

I tried to order a DVD on line. My order was cancelled. I tried again, and again it was cancelled. So I tried a third time. Apparently that order was also cancelled. So I emailed the customer service. I was then told that I needed to contact a real person (because apparently customer service doesn't exist). So I call their number, and I get put on hold for 20 minutes, then I get sent to voicemail, which I didn't even know was possible while being on hold. Finally, I get a real person to talk to me, but she just tells me there is nothing they can do because they have no record of my orders, which is weird because I have three. She then informs me that I cannot be refunded on my gift card because I don't remember the number, and I threw it away after they neglected to tell me that they had cancelled my third order.
Never shop at FYE. They just want to take your money and give you nothing in return. Buy from Barnes and Noble. It may be more expensive but at least you get something for your money.

It all started out with an innocent DVD purchase at FYE in Florence KY. ATM/POS WITHDRAWAL 09/25 FYE FLORENCE 18 FLORENCE KY 31.46
After the purchase, the so called nice sales man encouraged me to try the VIP Backstage. I immediately said "No, Thank you!" He said you should just try it for a month, if you buy another DVD within the month, you'll get a discount. If you don't, just call the [protected] # and cancel. You won't be charged." I fell for it.
So... October rolls around and I knew I wouldn't get back to FYE so I called this number on the Promo Pack the card was enclosed in which even reads "Your satisfaction is guaranteed and you may cancel at anytime by calling [protected].
I called, gave my Member # . It was obvious I was calling an outsourced call center not located in the USA. The guy asked me why I wanted to cancel the card. I told him I won't be using it and can't afford the charge at this time. He said something like "Well, the services are already good for this month." I told him again that I wouldn't be using it and asked him right out "So I won't be getting any charges on my account next month, right?" He said "Yes maam, but your services are still good for a month." I told him again "I don't want any charges on my card. I want this cancelled."

So... What happens? 11-03-2010
ATM/POS WITHDRAWAL 11/02 TLG*FYE VIP2567 [protected] CT
I called back to the call center obviously not in the US and got a woman who told me my card was never cancelled. She asked "Did you get a cancellation number?" I told her "No, he told me it was cancelled." So... I told her I wanted it cancelled now and want a cancellation number. She confirmed it was cancelled ... I got a cancellation number... ( I honestly heard people laughing in the background!) and guess what? The following month
12-07-2010
ATM/POS WITHDRAWAL 12/06 TLG*FYE VIP2567 [protected] CT 11.99

This is total fraud. Consumer rip off. FYE at the Florence Mall should know better than to push this scam. In the long run, they will lose money and customers. I'll never go there again. I've literally paid $234.oo on DVDs in 2010. Never again. No more business from me. And I'm far from done with this.

during christmas shopping bought a game from fye offered one time charge to participate in program to save 10 percent off purchase. today i check my bank account to find 11.99 taken from my credit/debit card account. i tried to call and cancel because for one i didnt even know i was going to be charged monthly to go through a series of automated prompts which after 15 minutes never spoke to a human being to cancel this program. this is very time consuming and very concerning that they dont share with you that it will be a monthly charge coming out of your account. i want to cancel and can not. this is so wrong.

I went to FYE recently to buy a movie. No big deal. He asked me if I wanted to join a FREE (stressed the ""Free") club to get 10% off my order. I figured it was like a Stop and Shop card, buy some stuff, get a discount, get points, etc.
Nope. Apparently it's only free to sign up. They'll charge you 11.99 every month. And you CAN'T opt out before they charge you (They literally would not let me). I did not come to find out about this until today, as they charged me YESTERDAY (more than a month after my purchase, roughly a month after I complained).

Not only am I going through my receipts to return whatever I bought from them, I am never returning to shop there, AND I am going to demand a charge back on my account.

I went to FYE about a week ago to purchase some gifts, I had about 250.00 worth of things to purchase, which was convenient for me kind of like one stop shopping, I get to the checkstand and they are trying to sign me up for something, I said no I just want to pay for this and go, so they take my debit card hold it hostage and demand my ID I said no that is bad business practice my name is on the card I have my pin and I am not also giving you my drivers license number, IDIOTS
They proceeded to tell me they would not conduct the sale, I said fine keep it, so I went to their website to let them know that this business practice will put them out of business in a heartbeat, and they have no right to ask me for personal information my debit card is like cash everywhere else, I understand that this time of year they probab ly have alot of fraud and it is not so much they were trying to confirm my ID it just seemed that they were trying to make me sign up for some VIP program that I did not want... I live 70 miles from the store and would have no use for it. us plus how do i know the checker is not taking down my numbers for a fraudulent reason. that is why the kiosks are around so unless you are flagged by the bank and the checker never has possession of your card and so your pin remains secure is there something about that that is difficult, FYE does not want to hear the complaints I assure you after this holiday season they will be in chapter 11 bankruptcy because whomever is the CEO is a damn fool... BYE BYE FYE

Went to the Pittsfield FYE (store # 00600) and saw a cardboard cutout. I spoke with the store clerk to purchase one and was told the floor model was all that was left. I inquired about when more would be coming in as my daughter would love this for a christmas present and was told they were not getting anymore in and if I wanted it I should by it now because it was the last one and the item went fast. So naturally I bought this one out of its packaging and wrapped with a rubber band. Then in Dec I go to this same store to make a dvd purchase and find a box full of these same cardboard cutouts. I call the store to explain how iI was sold the item under false pretenses and to see if I could get an even exchange and am told that there is nothing that can be done because the purchase is over a month old and that the sale clerk did nothing wrong as at the time they were not getting more in and the only reason they got mre in at this time was because christmas was coming. Upon voicing my disatisfaction with their blantant sales trickery I mention that this is not the type of place I would want to do my shopping and am told "That is fine." So much for customer service. This compnay obviously feels they can do whatever they want to make a sale and treat their customers poorly. I will never shop here again.

I DON'T KNOW WHAT THE ACTUAL POLICY IS ON HOLDING ITEMS. ONE WEEK I GO IN AND THEY SAY IT'S 7 DAYS, THE NEXT WEEK IT'S 24 HOURS. FINALLY TODAY I WAS TOLD IT'S 48 HOURS. ALL I WANTED WAS TO HOLD A SEASON FOR 7 DAYS WHICH I HAVE DONE ON NUMEROUS OCCASIONS. I AM IN THIS STORE ONCE A WEEK AND SPEND 100 DOLLARS EVERY WEEK IF NOT MORE. I ALSO PAY OUT AND ADDITIONAL 10 DOLLARS A MONTH FOR THEIR LOYALTY MEMBER CARD. AFTER TODAY'S EXPERIENCE I HAVE DECIDED THAT I HAVE HAD ENOUGH! I AM DONE! F.Y.E WILL NEVER AGAIN SEE ONE MORE DIME OF MY HARD EARNED MONEY. I HAVE ALREADY CALLED AND CANCELED MY LOYALTY CARD MEMBERSHIP. I'LL WRAP THIS UP BY SAYING THAT IT IS A SHAME THAT THEIR EMPLOYEE'S CARE SO LITTLE ABOUT THE COMPANY THEY WORK FOR.

Joined VIP [protected] NY in August and paid what I was told as a one time fee. Since that time my bank acctount has had monthly EFT charges of $11.99 withdrawn on 9/8/2010 &10/7/2010. I request an immediate halt as I am a college student on limited income.

i was given the option to recieve 3 free magazines from an FYE cashier upon check-out because i purchased over $25 worth of items. i pestimisticly accepted the offer. Sure enough after a few months i started to get magazines like "Working Mother" and " Black Enterprising Weekly". I'm sure these are great tools and interest many people but for myself, lets just say they dont fit my needs or interest whatsoever.I definately wouldn't buy them which is exactly what happened to me once i received a bill on my CC for a few of magazines. I have spent many hours with the CC company trying to resolve these disputes and as you can imagine, caused me much stress. Even worse the company that FYE helped to set this scam up has contacted me several times for me to set up a subscription "officially" with them. I of course, told them i had no interest in doing so and to cancel any and all magazines to me in the future only for them to hang up on me when i ask them basic company information. Very disappointed in FYE for allowing such a scam to take place in such a legitament business. I would think that these things only happened on a misleading ad on website or a shady dooor2door salesman.I can only hope this pratice is disallowed promptly and legal actions are taken against FYE and this "TWX" company.

I was at FYE in the steamtown mall when I was offered a free backstage pass card. A month later I was billed $11.99. I was told after the fact that it's only free for a month. This is scam, offering a free program and then charging you after a month. Don't have your employees offer something free if there is a hidden fee. Disclose everything and then see what happens.

I went to FYE on june 25 of this year to buy a "michael jackson ultimate collection" album. I passed up Best Buy, Wal-mart, and plenty of other stores just to come to this particular store. I was amazed at the lack of customer service and how rude the employees were. I called the store first to ask if they would just look to see if the item was in the store and they told me no! Then my mother called and asked them to hold it for a few minutes and they said they wouldn't hold it even for minutes! Then when i actually arrived at the store, he wouldn't allow me to use my mother's card, even though he could've called the 1-800 number on the back of the card to get proof that I was an authorized user. I work in retail myself and customers are our number one priority but clearly not in this store. I wouldn't reccomend this store to anyone.

When reviewing my bank account, I noticed that FYE has been charging $11.99 using my debit card for 3 months. I had to ask my bank ( TDBank) to close my debt card to avoid further harges. All I remember was purchasing DVDs in the Middletown, NY store (Galleria Mall) using my debit card. It seems to me, that besides charging me for my DVDs, they also decided to use my credit card to charge me monthly $11.99 for something I did not sign or was even asked for. they just started charging it without my authorization. When I called the number listed on the bank records, there was no body to answer a call. It transferred me to a membership queue where I was left to wait for ever until I gave up.

I purchase a LOT of product from the 2 FYE stores in the St. Louis, MO area. And, as a Backstage Pass member, then send new coupons every week, that can be used at their local retail outlets. All of their coupons state that the customer can only use one coupon PER TRANSACTION PER VISIT. Well, I'm sure we all understand what constitutes a TRANSACTION, but defining a VISIT is another matter. Anyway, for a LONG time, the different employees allowed me to use MULTIPLE coupons per VISIT to the store. All they did was ring each coupon on a SEPARATE TRANSACTION. They did not make me leave the store and come back in. They did not tell me that I could only use one coupon PER DAY. They simply checked me out with MULTIPLE TRANSACTIONS. Recently, I went to one of the local retail locations, and was informed by the manager at that store that I had been singled out by the company (via their tracking of my purchases using their Backstage Pass membership), and that I was now only going to be allowed to use ONE COUPON per SEVEN (7) DAY PERIOD..! Their coupon clearly states ONE COUPON, PER TRANSACTION, PER VISIT. I have forwarded a complaint to the Missouri Attorney General's office, as I feel I have been wrongly and, more importantly, UNFAIRLY singled out by this company. Thanks for taking the time to read this.

Fye asked me if i wanted to sign up for the fye backstage vip pass. i said no thank you and purchased my dvds with my debit card. several months later i noticed a charge off 11.99 coming out of my account every month. i never signed u or agreed to anything nor did i even recieve any of these so called benefits(such as a card or even discounts on any of my purchases since then) i was scammed

I have been charged $11.99 to my account for 3 months now. The cashier told me that it was just a trial membership and that i would be ASKED after 30 days if i wanted to continue. Instead it proceeded to charge me every month even though i have not been in that store since i purchased a cd the day i got the trial membership. I want a refund of all the money charged to my account and to be cancelled from the membership.

On Jan.25th 2010 I called the bank to find out about a 9.99 charge showing up on my bank statments. I was told tlg-fye was taking this out of my acct. They gave me a phone number to call [protected]). I did so and found the 9.99 was being charged to me for back stage use. I am 58 and do not go back stage. I only buy from fye for gifts, which I will no longer be doing. The guy I spoke to said he would refund some of the money but if I wanted the rest I had to write into the company and explain the situation. Well excuse me folks but thats when my manners went out the window. I informed him that what they had done was theft and there was no ohter word to describe it. I told him he had 2 choices, one of which was to totally refund my money now or I would contact my state attorney. Well things changed then, a full refund is being made to me. Take charge people, do not them or any one else do this to you. Make your call and demand your rights.