Electronics Plus, Inc. — Local services in San Rafael

I went into the store last week Friday, after calling to speak to someone the day before. The USB port on my external hard drive had broken off the mother board. The person I spoke to on the phone was very friendly and personable and knew exactly what was needed to resolve the issue. He gave me instructions to bring the external hard drive with me so he could match up either a SATA or IDE cable. Friday, 4/8/16, I walk into the store. There was a man standing at the counter so I came through the entrance rail and stood there waiting for him to acknowledge me. He wasn't doing anything in particular. He looked up at me a couple times and finally said, "I guess since your just standing there you need some help?" I explained my situation and he said, "well the cables are down this aisle," as he pointed in a direction. I asked him which cable didnI need and he said, "I don't know...but the cables are down here," now walking me to the aisle and pointing to a row of cables that I clearly don't know what I needed. So I asked, "are you unable to assist me with what I am looking for because it seems that I am bothering you." He walked away and another guy came over to the aisle where I was standing. I explained it to him, and he was just as stand of fish as the first guy. So, I walked away from him because I was ready to cuss because it was apparent they weren't trying to help me. There was a third guy in the back helping someone else. I waited until I could ask him and he knew exactly what I needed, went right to the front, got it and I was on my way. However, I was not able to retrieve the data from my drive.

Today, 4/13/16, I return and a guy (later identified as Bill) was at the counter. He was putting a cord into a plastic bag and said, "someone will be with you shortly. As I waited, I set the box on the counter. He walked over, grabbed the box, and proceeded to process the refund. He asked me for the card I used to make the purchase, which I handed him. He completed the transaction, handed me the receipt to sign. I said "thank you," as I was in disbelief that this man had not greeted, said hello, or even asked me a question about the reason for the return.

I inquired about who owns the establishment and was told Abner Family. I asked who specifically, was given the name Mark and Jay Abner. I asked him if there was any reason why the customer service was so horrible and he acted as if he didn't understand my concern. I explained that he never spoke, never engaged me, didn't inquire about why I was making the return. He said, "I remembered you from last week." I asked what did that mean? That was last week, but you don't know why I came in today. You never asked. I asked him his name, he said Bill. I asked his last name, he said "none of your business." I asked him "did you say "none of my business" and he responded "yes!" I walked out...

Avoid at all costs if ordering online, especially internationally. I ordered some cables and paid a hefty amount for both the product and shipping. However, the cables I received were not the ones shown on the website as the manufacturer had apparently changed the cables without Electronics Plus knowing.

When this issue was brought up with Electronics Plus, I was told that I would have to pay over $40 in postage for returning the wrong cables, and for shipping the replacements. According to staff, “the only other option is where they lose money.” Then I was basically told to eat the cost of the cables and to do my best at making the wrong cables work for my purposes.

Is this how business works? Electronics Plus is responsible for the accuracy of their products on their website. If you’re going to offer international shipping then shouldn’t you accept the risks of potentially sending wrong products? Why am I being punished for a mistake that I had no control over? Absolutely terrible experience and will be making sure that others hear about it.

Top photo is what I ordered from their website, bottom photo is...

I've been shopping at Electronics Plus for over 32 years. If you live in Marin County this is an absolutely fantastic local resource for your electronics needs. Not long ago I needed a plastic project box for a custom microelectronics circuit I had fabricated. EP has so many great choices to choose from (like what, at least 3 aisles worth!) and I found just what I needed. Sure, maybe you could find the same thing for a dollar or two cheaper on the internet, but you may not get what you want when you order on-line the first or even second time around. Nothing beats a brick and mortar store for many things! The EP staff are very knowledgeable and there's a large inventory to choose from. You can buy quality cable by the foot and hardware do-dads for every conceivable project. I think this family-owned business is on its 3rd generation now and I strongly encourage anyone to check out the store first hand. Sorry, I know this review sounds just like an advertisement but I'm just looking back on all the years I've been shopping at EP and how my many maker projects...