Complaint Review: ElectroZone - Internet

Here's my journal from my experience with ElectroZone. You can draw your own conclusions, but I would encourage people to work with another company unless they are very patient and persistent.

8/24/2009 8:05 PM
Received order acknowledgement email for order #1251140746
quote from email "If any item is on backorder or discontinued, we will notify you immediately by
phone or email."
email requested "We would like to confirm the order with you prior to charging your credit card. PLEASE CALL 1-800-264-8212 at your earliest convenience."

Simultaneously received email authorizing payment of $695.00 from PayPal

8/25/2009 12:04 PM
Received identical email to the previous for identical order number

8/25/2009 about 9:00 AM
Called electrozone and confirmed the order. Was told the TV was a 'type A refurbished' which would be in original packaging, and was told the TV was "a little old" which was fine

8/25/2009 1:36 PM
Email from PayPal indicating the payment had been accepted

9/1/2009 11:00 AM
Called Electrozone to inquire about where my order was, as it had been 14 days, and shipping is supposedly 7-14 days. Was informed that shipping is 7-14 business days. Was told the order came in August 25, was shipped August 27th, and because of Labor day, I should receive the item by September 17th at the latest

9/21/2009 11:00 AM
Called Electrozone to inquire about where my order was as we had passed the previous day for me to receive the item. Was told that the item was discontinued and as such they would upgrade me for free from a Sharp Aquos LC42D64U to a Sharp Aquos LC40E77U, which was a better, but comparable model retailing at 850$ at their website. I would also be upgraded to expidited shipping for free, and the order would go out that day.

9/22/2009 11:00 AM
Called Electrozone to inquire about where my order was as I had received no communications about the shipping. Was told I would have a tracking number by the end of that day via email.

9/23/2009 11:00 AM
Called Electrozone to inquire about where my order was as I hadn't received the email. Was given a tracking number for iCat Logistics, along with a contact phone number. Tracking via iCat logistics website showed the following information:
Tracking Number:      EWR  3449710  00
Signed For By:     
Shipment Delivered On:     
Shipper:     ELECTROZONE
Consignee:     me
Pieces:     1
Chargeable Weight:     50
Shipper Reference:     1251140746
Consignee Reference:     1251140746
    
      
 
Tracking Notes     
All times in the Time column are in Eastern Time Zone (EST)     
      
Date    Time    Status    Description
9/21/2009    18:50         
Airbill Assigned: EWR 3449710 00
Status Changed from to NEW
Status Changed from NEW to WEB
9/22/2009    13:58    PICKED UP FROM SHIPPER    
9/22/2009    21:42    WEB SHIPMENT

Emailed [email protected] via iCat Logistics's website contact information to request some information regarding my order, such as whether or not it needed to be signed for and what date I could expect delivery.

9/24/2009 11:00 AM
Checked the iCat Logistics tracking site and noticed there were no status updates listed, which seemed odd. Also hadn't received an email response. Called iCat logistics. They indicated that they hadn't received the package from ElectroZone. I emphasized the fact that their website showed that it had been picked up from the shipper. Was told that it hadn't, and that I had to talk to the merchant.

Called Electrozone. Was originally told that my tracking number wouldn't be valid and entered into their system for 24-48 hours. I indicated it was indeed in their system, and I could track the status online, but that the shipper asserts they don't have my package. Was forwarded to Louis, the one who originally upgraded my TV. Was told that the shipper is a national outfit that isn't like FedEx and doesn't scan their package at every stop to update tracking, so they probably didn't know where the item was, but that they definitely had the package. I requested an absolute maximum date when I could expect the TV - he indicated they have 5-7 business days, and as such, I should expect it no later than October 1st, which is 7 business days after the 9/22/2009 pick up date shown in iCat's system.

Requested a direct number for Louis (1-800-264-8212 ext 201), who is the manager, as I was tired of being forwarded to him every day.

Called iCat logistics to tell them the merchant asserts that they handed off the package. Woman on the phone asked who I worked with. Told her Louis. She said she had him on IM and would chat with him about the situation. Louis wasn't available. Was told by iCat Logistics that I should persue a copy of the receipt, as a shipper normally gets a receipt for the order, and then the shipper schedules an appointment with the endpoint

Called Louis back via his extension number - no answer. Left a message with my order number, a request for the shipper's receipt, and my fax number

Called Louis again, actually talked to him. He assures me I'll have a TV by a week from today (October 1). He indicated that he believed I was getting worked up over nothing, and creating problems where there weren't any, and that "1000%" I'd have the TV. Also mentioned how he'd done everything he could, upgraded my TV, upgraded my shipping etc. I told him I'd wait until next week to see if he was scamming me.

9/25/2009
Checked my tracking number with iCat. It wasn't recognized

10/1/2009
Checked my tracking number with iCat. Showed the following
Tracking Number:      EWR  3400146  01
Signed For By:     
Shipment Delivered On:     
Shipper:     ELECTROZONE
Consignee:     Me
Pieces:     1
Chargeable Weight:     50
Shipper Reference:     1251140746
Consignee Reference:     1251140746
9/25/2009    17:33          Airbill Assigned: EWR 3400146 00 / Status Changed from to NEW / Status Changed from NEW to WEB
9/28/2009    21:59    PICKED UP FROM SHIPPER    

Called iCat. They indicated the package would be in the SLC area Monday, October 5, and I'd be called to arrange delivery

10/6/2009
Called iCat. They indicated the package is in the SLC area today, and I'd be called tomorrow, October 7 to arrange for delivery. I was given the following phone number for the local office: 801-274-2520

10/7/2009
Received it. Was in original packaging and worked just fine. Was told by my wife the shipper was very polite and wanted to make sure the TV was intact before leaving.