Electronic Express — Local services in Franklin

Cannot recommend in good conscience Electronic Express for any appliance delivery/install. We purchased an entry level Bosch dishwasher right before Memorial Day '20. The price with delivery was competitive and EE claimed they could get it delivered/installed in three days. On the appointed delivery day I woke up early and drove to the property where the install was to take place. EE showed up more or less on time; then the hilarity ensued (actually, no, none of what I'm about to share is funny or amusing). The first delivery crew arrived with the unit; spent about five minutes looking at the old dishwasher (a standard GE unit that was about 10 years old), and gruffly declared that the new Bosch unit required a "special tool" to install and that they were peace-ing out, leaving me to deal with EE's install department. Wait what? Didn't I pay $100 for you to show up and install a Bosch dishwasher? How did you manage to show up without the "special tool" (note: never identified/explained) supposedly necessary to install the dishwasher? If only that were the worst of it. Guess what--I had to take it upon myself to chase EE's installation team to secure a second delivery appointment (two days later). The value proposition of having this all done in 3 days start-to-finish had entirely evaporated, and I was kicking myself for not dealing with a more reputable retailer/installer (take your pick: HD, Lowe's, Best Buy).

Fast-forward 48 hours, EE's crack-team of installers #2 arrived at the property on the chosen date/time and within 10 minutes of arrival declared that "for undetermined reasons, the old dishwasher was stuck and they were not able to remove it to proceed with the installation of the Bosch." I wasn't present at the time but once I was briefed, I relayed all of these misadventures/misdeeds to "Leon" a supervisory figure of sorts at EE's installation department who basically told me, his guys were the best in the business, veterans of hundreds/thousands of install jobs, and if they couldn't get the dishwasher out it wasn't coming out without the help of a full fledged contractor that I needed to retain. Ouch--not what I was expecting/wanting to hear. But, being the reasonably suspicious sort, I decided to drop what I was doing and drive to the property to see what was actually going on--you know "boots on the ground; tip of the spear, "whatever. Being a entry-level handy person I didn't expect to accomplish much on my own. Turns out, maybe I should run the EE installation department, because within about 2-3 minutes of routine focus and effort I noticed that there were two standard wood screws securing the old dishwasher--one on each side--to the adjacent cabinet array. Don't know why they were there--the house/dishwasher was that way when we bought it. I just know that I used a standard screwdriver, removed the two screws, and what-do-you-know, the darn dishwasher slid right out. Well shoot, if my basic level of handy was enough to accomplish this seemingly impossible feat--why not just continue on and self-install the Bosch? About 90 minutes later, the entire job was done; no thanks to the "pros" at EE.

I have since reached out to my good friend Leon at EE's installation department on several occasions to request a refund of the $100 installation fee that I paid EE for the work I ended up doing for them. He initially assured me that he would refund the install fee and "would talk to his superiors about doing something else in the way of a further refund for all of my trouble/inconvenience." Considering how badly Leon and his team of install ninjas bungled the install job, it shouldn't be surprising that I've yet to receive a refund of the install fee and that Leon is ghosting me, hoping that I forget about the entire thing.

I'll summarize my general thoughts on EE based on this experience: Pricing is competitive with the big boys/girls. Their install game is pathetically weak, and their customer service is "criminally" bad. Take your hard-earned money to the big...

I have made a few purchases from this location and have always enjoyed the service. Recently, though, I found an advertised deal on a set of Bose Bluetooth headphones on the main site. When I called this store, I was told that the only pair that was available was in the Cookeville store and that I could not make the purchase over the phone, but instead, would have to drive to the local Brentwood store. Upon arriving at the store, I was told that the unit was a display model, but that it would be in good condition and carry the normal manufacturer's warranty. I made the purchase and was told that I could pick the headphones up in the Brentwood store one week later. When I arrived one week later, I was informed that the Cookeville manager did not place the headphones on the truck for delivery and that I would have to wait for another week. Upon my third trip to the store, I received the headphones. When I opened the box, I noticed that there was a cable that seemed to be permanently attached. After 15 to 20 minutes (and a few phone calls) of working with the assistant manager (who was very accommodating), we found out that the display units are hard-wired as a security precaution and that they would only work when physically connected to a device. In this case, the headphones had no Bluetooth capability. The assistant store manager showed me a few other types of headphones, none of which compared in quality to the Bose set. Furthermore, his district manager would not allow him to make any concessions if I were to upgrade. Finally, I simply asked for a discount on the headphones that I purchased since they would never be able to use the Bluetooth functionality. The district manager approved a $15 discount.

In my not-so-humble opinion, this entire transaction started off with a false advertisement, followed by inconveniencing the customer with three trips to the store (which at any point could have been avoided by an associate informing me that the Bluetooth functionality would never work), and ended with a meager compensation.

In closing, I will say that I have bragged to others on this store in the past. But, that is all...

One year ago I had a very good experience purchasing a refrigerator washer and dryer. I also purchased the extended warranty on each item. The washer broke down about the 11 month mark. The store referred me to the manufacturer warranty. The washer showed a code so they rapidly said the wrong water hoses were used. I called store they said they never had this problem before but sent out movers with different hoses and they changed them and it worked. I felt that was good service. Friday the washer stopped again same code. I called the store Sat. Morning because they already had closed. I spoke to Jennifer who I was told was in charge of appt setting. She said she would get a hold of the warranty people and call me back. No call Sat or Sun but that seemed ok because I assumed they might be closed. Waited until 12 to call. She was away from her desk but was told she would be back in 5 minutes and they would have her call. I waited an hour and called again. She said she had not heard from them because our warranty was not registered. She said it is supposed to be done upon delivery. They were going to get back to her. I suggested she call again so she decided to check her emails which remarkedly it came as she was looking. They will get it done in the next day or two. I suggested that they send a repairman. She said they could but I would have to pay for it. I suggested I had notation do with their not registers the warranty. Also she said this happens a lot and they were working on solving the problem. I ask to speak to the manager she said he was in a meeting the would call when he got back. She said she was in charge when he was out. He never called. Not very good customer service. This I explained was their mistake I wanted a repairman out. She was again reminded I would be paying. I will call again tomorrow but if you purchase the warranty you might want to verify the so called registration shortly after delivery because they admit there...