Complaint Review: Vizio

I purchased a VIZIO 47” Class LED TV (RECERTIFIED – B Grade) | E470-A0-B television on July 19, 2014 for $397.99 plus tax. I thought it was a great price and since the TV would arrive quickly I might as well buy online than go pick one up at a local store. Vizio accepted my payment on the same day and then I received an email that my tv was shipped by UPS Ground on Monday, July 21, 2014. Since I only live 13 miles from the Vizio Warehouse I expected to receive the TV no later than Friday July 25th. When the TV didn't arrive I tried to use the tracking number Vizio provided on the UPS website and it wasn't valid. I contacted Vizio and they said that wasn't actually a tracking number, and they couldn't explain how that number was generated. They issued a new tracking number and said that because the TV was over 40" it wouldn't be delivered by UPS, but instead by White Glove Delivery Service company, Manna. This is especially interesting because the order status still lists UPS as the delivery agent. I had to wait until the following Monday to contact Manna because they only work Monday through Friday.

When I called them they said that Vizio had to release the TV to them before they could pick it up. That didn't happen until the following Thursday, July 31, 2014. They picked up the TV on Friday August 1, 2014, but couldn't deliver it because they have to ship all packages to their own warehouse on the other side of Los Angeles, where they are picked up by a 3rd party delivery service. They then told me the earliest the TV could be delivered was Wednesday August 6, 2014, a full 18 days after placing the order. Additionally, someone would have to be home to accept delivery since that is Manna policy. That alone wouldn't be so bad, except that Manna only delivers Monday through Friday during business hours! I would have to leave work early in order to receive the delivery! I live in a house with a very high porch and told them to leave it, but they said they couldn't. Since the TV only had to travel 13 miles I was furious at that point and told Manna that I wanted to cancel the order and refuse delivery. They agreed but then did not keep any records of when they would/did return the TV to Vizio so I could get my refund. I called Vizio yesterday August 20, 2014 and they said that they received the TV but couldn't tell me when they received it, but it takes up to 14 business days for a refund to process. The representative could only tell me that they are still within the time frame in which to issue me a refund, and that I should expect to get it sometime in September. 

All in all this was the WORST experience I have ever had purchasing something online. If I hadn't called them the first time to point out that they never issued a valid tracking number, I would have never received the TV. The complete lack of communication between their departments is appalling, and insulting to customers. If something had gone wrong with the TV they probably would have denied repairing it because it wuold have been outside of the warranty because the date of purchase was so early. Additionally, the customer service representatives repeatedly promise to call you the next day when they find an answer to your question, and they never do. Trust me. Save your money, and buy from a reputable company that appreciates it's customers like Samsung or LG.