Electronic Express; WholeSaleConnection.com shipped wrong item and refuses to correct ripoff Nashville Tennessee
On Feb. 9, 2004, I ordered a TV Stand for my Toshiba TV (34HF83) from Electronic Express at wholesaleconnection.com (their main site is electronicexpress.com). The TV stand I ordered was the ST34W63, however they shipped me the ST34W6 instead. I called them immediately after receiving the wrong product on Feb. 13th. I spoke with a customer service rep at 800-226-2800. The rep claimed that I had ordered the wrong product and that their website or ordering system was not at fault. I am a fairly tech-savvy computer user, being a manager of an IT department, and having placed hundreds of online orders. I had found wholesaleconnection through a comparison shopping site like Shopping.com, though I do not remember which one I used to find their site. I had searched specifically on the model number of the item after finding it on Amazon.com. My TV is a Toshiba 34 widescreen silver colored the ST34W63 was made specifically for my TV. Apparently the ST34W6 (note the missing 3) is a 34 Toshiba TV stand for an older TV (not even the same color or dimensions).
To back up my case, I found the Internet history of my URLs located in Documents and Settings in my Windows. This showed that I had gone to the specific page of the ST34W63 and from their had clicked the Buy button. When checking-out and receiving the confirmation email, I did not notice that the model number was missing a 3 because the description of the item said Toshiba and ST34W63 the description of the item was not even full (like in the mailed invoice I received later), so I had thought perhaps they had a character limit on their emails and longer descriptions (or model numbers) were cut off. I figured that the email showed what I had ordered I had no reason to think otherwise. I did not even know a ST34W6 existed.
The rep claims that the wrong order is my fault and that I need to pay for all return fees and original shipping fees. The item ordered was for $199 with $20 for shipping. Return shipping fees will run about $70. I have the item (opened only for inspection of broken parts upon delivery) unused, and am ready to return it. I have tried having them give me their shipping account number so that I can return it at their expense since it was their flaw in the system that ordered the ST34W6 instead of the ST34W63.
I thought perhaps that Electronic Express was going to work with me, when on Feb. 16, The rep told me that they had ordered me a new (and correct) TV Stand and would have their couriers pick up the wrong item when the new item was shipped to me. Its been one month, and no item. They keep telling me that the item is backordered and they have no date when they will receive it. However The rep tells me that they did order the item. On Feb 18, The rep told me that it can take 7 10 business days for it to arrive. On March 4, The rep told me that he has no idea when it could come and it could take months. It seems that they are buying time at my expense.
On March 5, I asked The rep to send me, in writing (email), that they ordered the item. However The rep has not done so yet. Each time when I have called and have asked to speak to the supervisor, The rep has some excuse that the supervisor is not available. Electronic Express will not work with me to correct this situation. They insist that I am lying to them even though I have shown extreme patience and proof that I had gone to the right page when purchasing. I do not know what to do now I cannot watch TV on the floor anymore! I am ordering this item through OfficeDepot at a slightly higher price next week. I only want my money back and for them to pick up the wrong TV stand.
I have been diligent in keeping in contact with ElectronicExpress when I believed that they actually had ordered my TV stand. I would call twice a week and/or email. Aside from talking with them on the phone, I have never heard from them through email nothing in writing ever. My wife will not even watch TV on the new set because it is on the floor I should have waited a month to buy my TV.
The company seems reasonable with fast shipping, but with inflexible corporate policy of considering their customers as cheats with no ability for customers to speak with managers or supervisors. It seems that they are content with leading their customers on until the customer grows tired of the problems and opts to forget them. I am not one of those customers.
Saurin
Houston, Texas
U.S.A.
4 Updates & Rebuttals
Braden
Nashville,Tennessee,
U.S.A.
Mr. Shah was not "Ripped Off" we shipped what he ordered after speaking with him directly to verify his order!
#5UPDATE Employee
Fri, April 09, 2004
As the Webmaster for the site in question (wholesaleconnection.com) I was asked to approach this situation from an objective technical standpoint. It might be unfortunate that we carry three Toshiba TV Stands with similar model numbers (ST34W6, ST34W63, & ST34W61) but that is the fault of neither our company nor Mr. Shah. I concede the fact that it is indeed confusing. If there was a bug in our site and we shipped the wrong stand we would have expeditiously remedied the situation at no extra cost to the customer. However, we have tried several times over to replicate the error that Mr. Shah contends took place, with absolutely no evidence to support his claim.
The fact of the matter is that an order came through on our site for a Toshiba ST34W6. Our Sales people then called to verify that Mr. Shah indeed wanted this stand (like we do with all our customers to protect both them and ourselves from fraud). After speaking with the customer directly, the order was shipped, and Mr. Shah signed for the item when it was received. (All of the paperwork is available to any interested parties upon request.)
After receiving a complaint from Mr. Shah that he was shipped the wrong stand, we double-checked our paperwork through the whole shopping/shipping process. We immediately offered to replace the stand for him, but due to our company policy, we could not refund Mr. Shah's return shipping if the stand was not damaged (We have signed documents by the customer verifying that fact). Whether Mr. Shah agrees with our company policy or not, it is stated clearly on our website.
Furthermore, our Customer Service and Sales Representatives have made great strives to resolve this matter in a manner consistent with our company policies, which Mr. Shah agreed to by ordering merchandise from our site. These policies are in place to ensure that our customers receive unopened, pristine, correct merchandise in a timely manner at a great price. Even after receiving weekly emails, telephone calls, and printed memos filled with among other things veiled threats and cost/benefit analysis's based on assumptions which Mr. Shah could not possibly be sure of (like how much we pay our employees, how much the stand cost our company, etc.) our Representatives have conducted themselves in a manner that can be classified as nothing but professional & amicable.
Wholesaleconnection.com
Webmaster
Braden
Nashville,Tennessee,
U.S.A.
Mr. Shah was not "Ripped Off" we shipped what he ordered after speaking with him directly to verify his order!
#5UPDATE Employee
Fri, April 09, 2004
As the Webmaster for the site in question (wholesaleconnection.com) I was asked to approach this situation from an objective technical standpoint. It might be unfortunate that we carry three Toshiba TV Stands with similar model numbers (ST34W6, ST34W63, & ST34W61) but that is the fault of neither our company nor Mr. Shah. I concede the fact that it is indeed confusing. If there was a bug in our site and we shipped the wrong stand we would have expeditiously remedied the situation at no extra cost to the customer. However, we have tried several times over to replicate the error that Mr. Shah contends took place, with absolutely no evidence to support his claim.
The fact of the matter is that an order came through on our site for a Toshiba ST34W6. Our Sales people then called to verify that Mr. Shah indeed wanted this stand (like we do with all our customers to protect both them and ourselves from fraud). After speaking with the customer directly, the order was shipped, and Mr. Shah signed for the item when it was received. (All of the paperwork is available to any interested parties upon request.)
After receiving a complaint from Mr. Shah that he was shipped the wrong stand, we double-checked our paperwork through the whole shopping/shipping process. We immediately offered to replace the stand for him, but due to our company policy, we could not refund Mr. Shah's return shipping if the stand was not damaged (We have signed documents by the customer verifying that fact). Whether Mr. Shah agrees with our company policy or not, it is stated clearly on our website.
Furthermore, our Customer Service and Sales Representatives have made great strives to resolve this matter in a manner consistent with our company policies, which Mr. Shah agreed to by ordering merchandise from our site. These policies are in place to ensure that our customers receive unopened, pristine, correct merchandise in a timely manner at a great price. Even after receiving weekly emails, telephone calls, and printed memos filled with among other things veiled threats and cost/benefit analysis's based on assumptions which Mr. Shah could not possibly be sure of (like how much we pay our employees, how much the stand cost our company, etc.) our Representatives have conducted themselves in a manner that can be classified as nothing but professional & amicable.
Wholesaleconnection.com
Webmaster
Braden
Nashville,Tennessee,
U.S.A.
Mr. Shah was not "Ripped Off" we shipped what he ordered after speaking with him directly to verify his order!
#5UPDATE Employee
Fri, April 09, 2004
As the Webmaster for the site in question (wholesaleconnection.com) I was asked to approach this situation from an objective technical standpoint. It might be unfortunate that we carry three Toshiba TV Stands with similar model numbers (ST34W6, ST34W63, & ST34W61) but that is the fault of neither our company nor Mr. Shah. I concede the fact that it is indeed confusing. If there was a bug in our site and we shipped the wrong stand we would have expeditiously remedied the situation at no extra cost to the customer. However, we have tried several times over to replicate the error that Mr. Shah contends took place, with absolutely no evidence to support his claim.
The fact of the matter is that an order came through on our site for a Toshiba ST34W6. Our Sales people then called to verify that Mr. Shah indeed wanted this stand (like we do with all our customers to protect both them and ourselves from fraud). After speaking with the customer directly, the order was shipped, and Mr. Shah signed for the item when it was received. (All of the paperwork is available to any interested parties upon request.)
After receiving a complaint from Mr. Shah that he was shipped the wrong stand, we double-checked our paperwork through the whole shopping/shipping process. We immediately offered to replace the stand for him, but due to our company policy, we could not refund Mr. Shah's return shipping if the stand was not damaged (We have signed documents by the customer verifying that fact). Whether Mr. Shah agrees with our company policy or not, it is stated clearly on our website.
Furthermore, our Customer Service and Sales Representatives have made great strives to resolve this matter in a manner consistent with our company policies, which Mr. Shah agreed to by ordering merchandise from our site. These policies are in place to ensure that our customers receive unopened, pristine, correct merchandise in a timely manner at a great price. Even after receiving weekly emails, telephone calls, and printed memos filled with among other things veiled threats and cost/benefit analysis's based on assumptions which Mr. Shah could not possibly be sure of (like how much we pay our employees, how much the stand cost our company, etc.) our Representatives have conducted themselves in a manner that can be classified as nothing but professional & amicable.
Wholesaleconnection.com
Webmaster
Braden
Nashville,Tennessee,
U.S.A.
Mr. Shah was not "Ripped Off" we shipped what he ordered after speaking with him directly to verify his order!
#5UPDATE Employee
Fri, April 09, 2004
As the Webmaster for the site in question (wholesaleconnection.com) I was asked to approach this situation from an objective technical standpoint. It might be unfortunate that we carry three Toshiba TV Stands with similar model numbers (ST34W6, ST34W63, & ST34W61) but that is the fault of neither our company nor Mr. Shah. I concede the fact that it is indeed confusing. If there was a bug in our site and we shipped the wrong stand we would have expeditiously remedied the situation at no extra cost to the customer. However, we have tried several times over to replicate the error that Mr. Shah contends took place, with absolutely no evidence to support his claim.
The fact of the matter is that an order came through on our site for a Toshiba ST34W6. Our Sales people then called to verify that Mr. Shah indeed wanted this stand (like we do with all our customers to protect both them and ourselves from fraud). After speaking with the customer directly, the order was shipped, and Mr. Shah signed for the item when it was received. (All of the paperwork is available to any interested parties upon request.)
After receiving a complaint from Mr. Shah that he was shipped the wrong stand, we double-checked our paperwork through the whole shopping/shipping process. We immediately offered to replace the stand for him, but due to our company policy, we could not refund Mr. Shah's return shipping if the stand was not damaged (We have signed documents by the customer verifying that fact). Whether Mr. Shah agrees with our company policy or not, it is stated clearly on our website.
Furthermore, our Customer Service and Sales Representatives have made great strives to resolve this matter in a manner consistent with our company policies, which Mr. Shah agreed to by ordering merchandise from our site. These policies are in place to ensure that our customers receive unopened, pristine, correct merchandise in a timely manner at a great price. Even after receiving weekly emails, telephone calls, and printed memos filled with among other things veiled threats and cost/benefit analysis's based on assumptions which Mr. Shah could not possibly be sure of (like how much we pay our employees, how much the stand cost our company, etc.) our Representatives have conducted themselves in a manner that can be classified as nothing but professional & amicable.
Wholesaleconnection.com
Webmaster