Complaint Review: Express IT Options - Golden Valley Minnesota

This company appears to make a habit of advertising bargain-priced 'open box' deals, taking orders online for the same - THEN they contact you to tell you that the item is out of stock, but they do have one new in the box... for top dollar. Looks and smells like the classic "bait and switch." Happened twice in a row to me in one month with the same product. Each time they immediately took the page down for the bargain item, but it was back up again in several days the first time around and I have no doubt that it will be the same this time. Email correspondence for both of these transactions follow. I recommend staying away from this company unless you enjoy wasting your time.

Dear Mr Slindee -

You should take a whiff of that smoke you are blowing, because it smells awfully strong of steer manure, though I don't doubt you've got yourself believing it to be sweet like perfume. To whit: an organization that routinely dealt in vaporware (items that may or may not be available) might, if they were inclined to be fair to prospective buyers, place a prominent notice on each and every product page that read "subject to availability" and "please call to verify stock before ordering." I see no such notices on your site, and furthermore the product page I ordered from was current as far as your cart is concerned, given that I was able to place the item in my basket and go all the way through checkout. Yes, I see the usual tiny print about "not responsible for errors and omissions, blah blah" - standard boilerplate language, congratulations on the mediocrity. But you could do so much more... if you wanted to. The page I ordered from *specifically* listed a quantity of three available at that price (I see you've quickly taken it down now - again, congratulations). Your current methodology is as old as sales itself: draw the customer in and get the order now, worry about how to fill it later. Some also call this the "bait and switch". To say it's anything else portrays you as either dishonest or ignorant - take your pick.

Doing what you do many not be in itself illegal, but do it routinely and it is considered a deceptive business practice, the next stop after which is fraud. I'll be sure to spread the news, and I see from doing a bit of searching that you've already developed a reputation.

Consider the order canceled, I can get new product for less than your "cost", just like I did the last time I took this ride.

Ed

At 07:28 AM 6/30/2009, you wrote:

ED,

I understand your frustration, It is so very difficult to keep live stock to a website. However, I think there may be a misconception about our business practices. You see Google shopping ads remain on the web long after our stock has been updated, many times you are clicking on old links that don't reflect current stock. This is an issue with all internet commerce and is not unique to us. Furthermore, we are not required to sell anything to anybody at any price ever, regardless of how the person found us. We work very hard here and our business is dependent on customer satisfaction, that is why I am sorry about the two parts you tried to order. There seems to be an arbitrage in our pricing model that was not current to the market. But, If I don't have a New Open Box product I can't sell it to you. I am simply offering you an alternative, not trying to up sell you into a more expensive product. Our margins on NOB are much better than Brand New, so there is no benefit to trying to sell you the new product. We are actually a great resource for I.T. parts with over 19,000 customers who have purchased from us we surely do not intentionally deceive, I am sorry about your experience. I can sell you a new one at cost for $321, or cancel order.

Sorry Again.

Alan Slindee

Account Executive

Express IT Options

From: Ed L

Sent: Tuesday, June 30, 2009 8:57 AM

To: Alan Slindee

Subject: Re: ORODER 3273

Ok, this is the second time this happened. I see a pattern forming here - you advertise the low-priced product, get the customer's order, then tell them that you don't have it and offer a higher-priced item. If I was born yesterday, I probably would not have been issued a credit card.

I'll tell you what I told Ryan: honor the advertised price or cancel the order. I'll add this time that I'll file a complaint with your local BBB and give you some negative feedback on Google shopping (where I found you guys) and never visit your store again unless you make good on your offer and stop this deceptive practice going forward.

- Ed

At 06:38 AM 6/30/2009, you wrote:

Ed,

The new open box discounted product is out of stock. However, I can sell you a new strip for 375.00. This can ship to today, let me know if this will work.

Thanks

Alan Slindee

Account Executive

Express IT Options

-----------------------------

Hello Ryan -

For future reference, sure, let me know. For this order, cancel it. I can't wait, and I can source the item for considerably less than $369 + s/h elsewhere.

Ed

At 02:03 PM 6/3/2009, you wrote:

Hello Ed,

Unfortunately, we cannot honor the price for New Open Box for new product out of distribution. However we do get this open box item in from time to time. If you are not in a rush for this part, I can add it to my watch list and let you know when we receive more in at that price?

Best Regards,

Ryan Bantz

RYAN BANTZ

Account Executive

Express IT Options

From: Ed L

Sent: Wednesday, June 03, 2009 3:59 PM

To: Ryan Bantz

Subject: Re: Order 3172

Hi -

Honor the advertised price or cancel the order. Let me know today.

Thanks!

Ed

At 01:56 PM 6/3/2009, you wrote:

Hello Edward,

Thanks for placing an order with us yesterday. Unfortunately, we don't have any new open box PDUs left. We can provide you with new for $349 each plus shipping. Please email me back and let me know how to proceed.

Best Regards,

Ryan Bantz

RYAN BANTZ

Account Executive

Express IT Options

Ed

Rancho Cordova, California

U.S.A.