Complaint Review: Frys.com Fry's Electronics

The following is the e-mail which I've sent to customer service at Fry's after talking to their customer services representatives on the phone, only to be further frustrated as they gave me the run-a-round.


To Whom it may Concern,

Yesterday I bought a product which had a rebate offer to make the product free after rebate (a one day only deal for 08/01/09). This morning (08/02/09) I was sent an e-mail saying that my order was cancelled due to your company (Fry's) not being able to authorize the card. According to my credit card company the charge went through and was approved, which means the credit card number, expiration date, and security code were correct. That being said I have talked to several customer service reps for Fry's on the phone. According to one of your supervisors the credit card was declined because of an invalid security code. Since then I've talked with my credit card company and they said the order was approved, meaning everything was OK'd through them. I've also asked about their practice of reporting why a credit card charge might not go through. They do not have such a practice as it would violate customer privacy. The credit card is either approved or declined; they would never send out a reason (which Fry's states that they have) for the card being declined (though the card was not declined according to anyone but Fry's). This indicates to me your company is advertising fraudulently and attempting to scam potential customers. Chase Credit Cards does not send out notification that a card has been declined due to invalid security code, but Fry's is saying that it has. Since then Fry's took off the charge as quickly as they could in order to cover their tracks. This is terrible business practice and worthy of being reported. I am sending this to several consumer reporting agencies, magazines, and websites for the protection of future consumers. It is very clear Fry's customer service is not interested in serving the consumer but rather making money in any unsavory fashion they can.

Chris
Chapin, South Carolina
U.S.A.