Electronic Express Corporate Office — Local services in Nashville-Davidson

To start this off, my on line buying experience was not caused by any operator error on my part. I worked as a CPA for several years and then worked 20 years as a developer and consultant for Microsoft Dynamics ERP software. So I know a little about technology and am amazed at how bad my experience was just trying to buy a 4 Pc. Stainless Top Freezer Kitchen Package, Model #: FRIGKITTM21. It was to be for the InnKeepers suite for a Bed and Breakfast I am starting soon. During placement of the order, I put in a delivery address for the property it was going to which is different than my home address. I used PayPal to pay for this because EE’s credit card system did not work. Sometime later I received a phone call, text and email about the shipment that would take place the next day. I saw the wrong delivery address and did not confirm the text and selected the option not to confirm on the phone call. I also replied to the email and told them it was the WRONG Address. The next day I got a call from a delivery driver telling me he is on the way to my house. I told him it is the wrong address and I needed it delivered to the correct address. The response from Courtney Harley to my email was that they can only deliver to the address that is “On File” from PayPal. In other words they use the PayPal address, not the shipping address that I filled out. I told her that I had filled out the shipping address to where it needed to go and she said “No, sir you did not”. This Courtney idiot should not be dealing with people. I got a hold of a customer service rep that was nice. She told me to cancel the order and reorder the package. I tried to place the order using the Electronic Expresses card system. It would not process my card and complete the transaction, which is what I encountered the first time, and is why I opted for PayPal. Since this did not work I selected “Amazon Pay” since I have an Amazon account. Well this did not work and gave an error message. Of course at this point I gave up because using PayPal would land me in the same situation with the Shipping Address. I contacted the customer svc rep and she said to go the local Electronic Express retail store.

I own a lot of buildings, commercial property, and residential property in Middle Tennessee and have things delivered straight to my properties all the time. I have never experienced anything this bad. Issues are: 1) Why would I get less than 24 hours notice that a delivery is coming? 2) Why would the delivery company still deliver when it’s not confirmed by phone and text. Also a very clear email sent telling them not to deliver or to deliver to correct address. 2) Why would a website not take in consideration the shipping address when PayPal is selected. 3) Why would the credit card system not work both times I tried it on different dates. 4) Why would selecting Amazon Pay give me an error message. How could this website be this bad? There is really no excuse. 5) Why would I be told my only option is to go to a retail store to purchase something sold online. Could they not take an order over the phone. If I had wanted to shop retail I wouldn’t be on the internet shopping. I buy tens of thousands of dollars of merchandise on the internet each year, mostly from Amazon, and Electronic Express...

Went in the Oak Ridge, TN location to have new audio units put in two of my vehicles. All was going well as I was speaking with the installer. Picked out everything that was needed, scheduled bit cars to come in. Had to order a couple of wiring harnesses, and a dash kit. This is when the store manager got involved. The first guy, named Steven, the installer, was great. He was trying to order the parts so I could prepay for them. He was having a little difficulty with the computer system as he is relatively new. In steps Mr store manager. He never asked his employee if he could help him, but asked what are you doing? Steven starts to tell the guy, and this "store manager" just says "move, get out of the way". Totally belittled his employee in front of a customer. As he was placing the order, the I installer told him that one part was wrong, it was ordering for the wrong car. The manager started arguing with him. The installer proved what the correct part was, but the manager still insisted the other one was the correct part. The installer gave in and said order the one that you think is correct. I prepaid the bill. When I got the receipt, one of the parts was $59.99. When he was looking it up in the back, yes the manager looked it up, it was $19.99. I questioned why the price difference. He asked what did I mean, and I explained it just like I did in the previous sentence in this post. He said there is no difference, he remembered seeing it as $59.99, and I was wrong. Totally a belligerent jackass. I told him that I didn't understand why I was prepaying for an audio unit that was not a special order part. He said that they put it in the back with my name on it. I told him that if I am paying for it, it leaves with me and I will bring it back when the install happens. He continued with his attitude. I told him to just reverse the whole transaction. He said fine, and stated reversing the charges he just processed on my card. I told him he had horrible customer service skills. He smarted off, and I told him I am not that guy. He said he wasn't either, and asked what was I going to do. Basically challenging me to a fight. I told him to finish the transaction and I would leave, and he could follow me out if he wanted to. He then started talking about " yeah this guy" and laughing. I asked his name, he refused only saying he was the store manager. He asked why I needed his name. I told him I am not done with this by a long shot, I would be making a call to the corporate office. He laughed and said to leave. I did. First step is this review, next step is to call corporate. Whoever decided this person is management material needs to reevaluate their decision. You would think when someone is dropping $300 in hardware, and another $300 in installation, you would value them as a customer. I feel sorry for his employees also. He interacts with them horribly. Truly unprofessional, and just a petulant child. Me boss, you not mentality. Needless to say, he didn't...

When we are rating an online commerce company what do we expect in 2023? You expect the inventory to match your order and you expect to be able to accurately track your delivery. I had issues with both of these so I can't rate them well. My first order which fit my desired delivery window was canceled because they didn't have anymore in stock. That one appeared to be planned for delivery with UPS which has accurate simple and timely delivery processes.

I then ordered the next size up in the same model as a replacement since the first order was canceled several days after making the original order but this time they used a smaller freight company rather than a typical shipper. It makes issues. The systems don't sync well so delays in the shipper receiving the order generates cancelation notifications in the tracking system. With my history with this company this added to the confusion and I had to reach out to the seller to clear up the confusion. Mind you this entire time my card has holds for the amount of these TVs meaning I can't buy anything else from a different seller instead.

The benefit of a smaller seller and smaller shipper should be their flexibility. The shipping company operates more flexible which should be a benefit but this seller doesn't so there's no benefits and only poor service from thenlimitations of small companies. The shipping company is open to accomodating customers but without the seller's cooperation their hands are tied. So I will be waiting 5 additional days (after a slow confusing delivery process compared to other competitors) to get my delivery which is in a nearby facility which the seller won't approve for me to pickup from the freight location after already being later than I originally planned since they canceled my first order due to their flawed inventory system and have a slower delivery time than the larger delivery companies.

Their customer service has been very polite and responsive in my experience so my issues is more with their systems and policies. I chose this option because I already have NewEgg financing. In retrospect I should have just gotten the newer model from another retailer that would have delivered it cheaper within 2days of my original order without the drama...

You probably should choose another option instead of using this seller. This seller falls short of modern e-commerce...