Complaints

This profile includes complaints for Electronic Express, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Electronic Express, Inc.

  418 Harding Industrial Dr Nashville, TN 37211-3106

  
• 

  Electronic Express, Inc.

  Shops of Gallatin Gallatin, TN 37066

• 

  Electronic Express, Inc.

  2750 Carl T Jones Dr SE Huntsville, AL 35802-4913

• 

  Electronic Express

  5425 Highway 153 Hixson, TN 37343-6700

• 

  Electronic Express

  4520 Frontage Rd NW Cleveland, TN 37312-2905

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The employee that goes by the name "****" was extremely rude and treated me with disrespect. I made 3 orders and they all got cancelled because my apartment number was before the street address with their financing company. She yelled at me and ridiculed me. The money for the first two orders came back but the third order went through and now my money is in limbo. This is for a $1600 item. I never want to do business with this company again. She has a major attitude problem. She treated me like I was stealing something.

  

  Business Response

  Date: 06/26/2025

  Thank you for reaching out and sharing your concerns. I want to sincerely apologize if you felt that our team member was rude during your interaction that is never the experience we want for our customers, and I appreciate you bringing it to our attention. We will be addressing this internally. In regard to your request to change the shipping address on your order, I completely understand how frustrating that must have been. Unfortunately, due to company policy and security protocols set by Synchrony, which is a third-party financing system used through Electronic Express, we are unable to modify the shipping address once an order is placed. Making changes after the fact can trigger fraud alerts on your Synchrony account, which could lead to additional complications for you.
  All three of your orders have been cancelled and fully refunded on our end and a screenshot of those refunds has been attached. At this point, the funds have been released back to Synchrony. If you notice the money is still in a pending or processing state, I recommend contacting Synchrony directly, as they control the timing and release of those funds back to you.

• Initial Complaint

  Date:06/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/1/2025, I placed an order with Electronic Express through ******* Marketplace for a TCL 65Q681G 65-inch Q Class QLED 4K ************************ paying $169 at the advertised price. The business committed to ship the product at that price. Shortly after, they canceled my order citing a pricing error. I contacted them requesting they honor the original price or offer a resolution. Instead, they responded twice with identical generic messages refusing to address my concerns or resolve the issue. This lack of good faith and customer care is very disappointing. The original price was clearly shown on ******** website at the time of purchase. I seek assistance to ensure fair treatment and resolution.

  

  Business Response

  Date: 06/05/2025

  Thank you for reaching out and giving us the opportunity to address your concerns. First and foremost, we sincerely apologize for the confusion and disappointment surrounding your recent order. The price listed at the time of your purchase was unfortunately the result of a pricing error in the system. As a third-party seller on the ******* Marketplace, our product listings, including pricing, are sent digitally to *******. While we do our best to monitor and correct any issues promptly, occasional system glitches or bugs can cause incorrect information to appear. We fully understand your frustration and regret that were unable to fulfill the order at the price you saw. We want to reassure you that your order was canceled due to the pricing discrepancy, and a full refund has already been issued. 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23409156

  Thank you for the response. While I appreciate the acknowledgment of the pricing error, I respectfully reject the resolution as presented. My primary concern is not just the mistake itself, but how it was handled.
  I placed an order in good faith based on a publicly listed price. The seller then canceled the order without offering any meaningful alternative, compensation, or accountability; despite multiple attempts on my part to communicate and seek a fair resolution. Several responses I received from the seller were generic and repetitive, failing to address my specific concerns.
  I understand that pricing errors can occur, but reputable businesses often take ownership and offer goodwill solutions to preserve customer trust. In this case, none was offered. My request has never been unreasonable, Ive asked for either the product to be honored at the listed price or for a constructive resolution to be proposed.
  Given the lack of effort to resolve this fairly, I will continue to escalate this through appropriate channels. I stand by my complaint and hope this encourages the business to improve how such issues are handled going forward.
  
  
  
  Sincerely,
  
  *********** ******

  Customer Answer

  Date: 06/09/2025

  Dear Anneada ****** and the BBB Team,
  Thank you for your message regarding my complaint (#********) against Electronic Express.
  While I appreciate the BBBs role in facilitating consumer-business communication, I must express my disappointment with how this matter was handled. From my perspective, the BBB served only as a passive message relay service without taking any apparent action to advocate for a fair or meaningful resolution. I expected more from an organization that positions itself as a champion for consumer trust and accountability.
  The businesss responses were clearly generic, templated replies that did not address the specific issues I raised in my complaint. This pattern of impersonal, dismissive communication from Electronic Express was the core reason for my initial frustration, and it persisted throughout the complaint process. Yet, these non-responses were accepted as valid simply because they were submited.
  I respectfully ask: what role did the BBB play beyond forwarding messages? Was there any attempt to hold the business accountable or encourage a real dialogue? The "Answered consumer dissatisfied" label does not reflect the lack of good-faith engagement by the business or my continued efforts to seek resolution.
  I hope the BBB reconsiders how it defines "resolution" in cases where the business offers no substantive response, and I ask that this message be added to the complaint record to better reflect my ongoing dissatisfaction.
  Sincerely,
  ***** ******

• Initial Complaint

  Date:05/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Prism Transaction #**-82502, Prism Customer #**********. My original delivery was scheduled for Monday, May 26, 2025; however I called to get an *** early on that morning and was told that my *** was around 5:30pm that day. I received no courtesy call regarding a delivery team being on the way, just that they were already outside at 2:59pm which of course is 2 hours outside of the scope of delivery ETA I was given earlier that day. I had spoken with a ***** who referred me to the store manager, *****, who then scheduled me for Wednesday, May 28, 2025 and once the call was disconnected I called back to ensure that Wednesday was the earliest date possible and was informed that there is no route to my area on Tuesdays and Sundays. I eventually got in contact with the delivery department and was able to speak to a Manager named ******. Considering the fact that no one is treating my issue with any sense of urgency, ****** was the most abysmal in terms of lack of consideration and professionalism. I was told, upon asking if there was any way to expedite delivery "We've got you scheduled for Wednesday, right?, "Well, wait for Wednesday because I can't do anything else for you" which, while rude and ***, is still another confirmation of my Wednesday delivery. When Wednesday rolls around I have received no confirmation or call to confirm my delivery so around 3:41pm I called the ********** location and was helped by *****, who has been the most considerate and helpful in this matter, and was told that I am scheduled for delivery on Friday, May 30th, 2025. This date not only conflicts with my ability to attend prior engagements but completely disregards the other two days that I missed work for and is now requiring me to either miss another day of work or find someone short notice to be there for delivery.

  

  Business Response

  Date: 06/05/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience you've experienced throughout this delivery process. After reviewing the details of your order and the timeline of events, Id like to clarify what occurred. On Sunday, May 25, 2025, you were sent both a scheduled phone call and a text message confirming your delivery ETA of 2:00 PM to 5:00 PM for Monday, May 26. Our delivery team arrived at your address at 2:41 PM, well within that scheduled window. However, when they called upon arrival, they were informed that you were approximately five minutes away. As this delivery was fulfilled by our third-party logistics partner, their policy allows their teams to wait up to *************************************** this case, they extended their wait time past the 15-minute ***** but unfortunately, you had still not arrived by 3:09 PM, and the team had to proceed to their next scheduled stop.
  Given the logistics involvedour main distribution hub is located in ********* while your delivery address is in Alabamathe original truck had to return to our home office before it could be reloaded and dispatched again for the next round of deliveries to your area. As a result, the next available delivery date was Friday, May 30. We acknowledge that there was miscommunication throughout this process, and We are addressing this internally to prevent similar issues in the future. That said, certain policiesparticularly those around delivery windows and truck routingare in place to ensure fairness and efficiency across all customer deliveries and unfortunately cannot be bypassed due to the logistical distance between our warehouse and your location. We truly appreciate your patience and understanding.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23393748
  
  I am rejecting this response because: You have not acknowledged the lack of communication on Monday, May 26th 2025. I never received a call regarding a delivery team on the way and to further explain I told the team I was fifteen minutes, the miscommunication from store personnel is the main reason I was not home to receive said delivery. To continue, I received a verbal confirmation from ***** the manager at the store location as well from ****** in *********, ** regarding my Wednesday delivery and I was not informed of a change of delivery date until I called at approximately 3:44 pm Wednesday, May 28th, 2025. I have missed 2 days of work as well as an important graduation due to negligence with no reasonable solution offered as if my complaint is invalid and the actions or lack thereof on your part is justified which is not only unfair but simply bad customer service.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an award through an app posing as state farm claiming if I pay shipping that Ill receive a fire kit. I paid it, I then received an email stating Im in a lottery and its a subscription. I emailed back right away to cancel, I received a confirmation but never got a refund. I called and they said I was slewady entered into the lottery and no refund for me.

  

  Business Response

  Date: 05/12/2025

  I am very sorry for the issues you are facing, but is seems this complaint does not seem to be intended for our company as we are Electronic Express, and the company email you are claiming is spam is coming from "Electronic Expressway" We do not offer the fire kit in question 

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an Electrolux wash tower from Electronic Express. The product was delivered to my home on March 12, 2025. Upon delivery and inspection, damage was present on the left side of the unit. Pictures of the damage were sent to Electronic Express immediately. The offer was made to discount the unit 10% in the form of a check in lieu of delivering a new unit. I have attached a picture of the offer emailed by *****. I agreed. On March 25, 2025, I emailed ***** to check the status of the refund check as I had not received it. ***** responded to the email letting me know the girl responsible for submitting checks was out for a week and the check would be mailed on Friday of that week. It is now April 11, 2025 and I still do not have a check for the refunded amount. I emailed Electronic Express to schedule a return of the damaged unit since not a check was not received. I received an email from ******** letting me know Electronic Express would not take back the unit. Electronic Express has had over a month to send a check and in the process has wasted the 30 day window for my guarantee. I will be happy to provide all email communications with this company. At this time and because of the negligent treatment, I am requesting a full refund or a new unit without damage. I have attempted in every aspect to work with Electronic Express in a manner that did not warrant a complaint.

  

  Business Response

  Date: 04/21/2025

  Thank you for reaching out, and we sincerely apologize for the delay and any frustration this situation has caused. We understand how important it is to receive your refund in a timely manner. Please know that your check was mailed on April 11th, and under normal circumstances, it should have already arrived. Weve experienced some temporary delays in communication and processing, as many members of our upper management have been traveling recently due to Passover observances and scheduled work meetings.
  That said, your satisfaction is very important to us, and were actively working to ensure your issue is resolved. If the check still has not arrived, please let us know as soon as possible so we can look into reissuing it

• Initial Complaint

  Date:04/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 21 an order was process for a ** c4 65 television , was supposed to be delivered 03/28/25. The product was delivered damage box was wet and box showed damage to the structure right now the middle and other parts showed box damage . Load was refused upon inspection . I. Received a call on the 29. After emailing customer support and explaining the reason for refusing the load . **** was her name she apologized and explained that she will expedite a refund . While that was normal business procedure I never received an option for a replacement , upgrade , downgrade, anything . Gift card . I ask for a day off from work and purchased bracket to hang the tv . I get paid $259 minimum per day . And the tv hanger was $133 . I feel embarrassed having plan some march madness games to be view at my home . And the company just made a huge mistake and just left me with nothing but a sorry .

  

  Business Response

  Date: 04/15/2025

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration caused by the condition in which your TV was delivered and the handling of your order. We understand how disappointing it must have been to receive your TV in a damaged state, and we want to clarify a few key points regarding your order and our limitations in this case. Your purchase was made through Greentoe, a platform that connects customers with various retailers, including us, Electronic Express, as third-party sellers. Because the transaction is processed through ******, any attempts to modify or exchange the order (such as issuing a replacement) would automatically flag the transaction as potentially fraudulent. Unfortunately, this restriction forces us to cancel and refund the order entirely, rather than offering an exchange. Regarding the delivery experience you described, we agree that transporting a large item like a TV in the back of a small vehicle and hanging out of the trunk is completely unacceptable. The delivery was handled by **************, a third-party logistics company. While we do not have direct control over their delivery operations, we are actively addressing this incident with their upper management to ensure appropriate action is taken and this does not happen again in the future. Please know that we have issued a full refund for your purchase. We truly regret that we are unable to take any further action on this order due to the limitations described above. We appreciate your understanding and patience, and we hope to have the opportunity to better serve you in the future.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23142234
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** R *****

   

  because while what the business states is not false . It limits their options to favor no fault .  Your company call me the following day for investigation on the refused delivery . Negotiations offers replacements could have been made at that time . Or in the same manner. . No option was given to me the costumer . As I mentioned in my original complaint I lose a day of work due to the delivery time options available. I purchase a bracket to mount the tv . An agreement on fairness could have been made for the unusual delivery method resulting on an unsuccessful delivery . 

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a kitchen appliance set that was ******* products which was a fridge, microwave, and stove and dishwasher and bought the extended warranty from electronic express at that time there were no brochures given to me telling me any details and I didn't think I would need it because I felt ******* products were top of the line. I was told that if I didn't use it I would get half of my money back so felt it would benefit me and I'd get money back after five years the salesperson said it was money back and nothing about store credit. I have several accounts for some reason and I go by **** *********** but when they sold me these they got my license and I put in computer ***** *********** which made a second account and I had bought a TV on this receipt in Feb 11, 2020 and on March 16 I bought the appliance and extended warranties. My fridge had problems after Christmas of 2024 and I contacted electronic express about my warranty and was told I didn't buy the items at that location and I knew I did. I eventually went to the store and had them look up my information again for the receipt and that was on March 18 and the salesperson told me the wrong information because ****** sent me the receipt on March 12 and I was thinking the extended warranty was with ******* because nothing was given to me to know otherwise. I contacted ******* over 38 times about this fridge and one agent from ******* suggested I contact the store where purchased but was told I didn't buy it from there. It seems to me that good customer service would have been to tell me about the extended warranty when I contacted electronic express. I can get documentation where I contacted ******* in December and for the next three months to prove I tried I was just not given the correct information from electronic express. when the guys came out and delivered my fridge they cracked my tile by dropping the dolly on it and they left and never finished putting in the dishwasher which id like fixed please.

  

  Business Response

  Date: 04/10/2025

  Thank you for reaching out and sharing your concerns regarding your warranty. We truly apologize for any confusion or frustration this situation has caused. Since your purchase was made over five years ago, I unfortunately cannot speak to the exact conversation that took place at the time of sale. However, I want you to know that we take your feedback very seriously. Moving forward, we will ensure that all warranties are clearly explained at the time of purchase, and that customers receive full details in writing. Specifically, we will make sure it is clearly stated that the half-back benefit is issued as store credit, not as a cash refund.
  Additionally, I want to address your repair request. By the time you contacted us, the warranty period had already expired, which is why we were unable to complete the repair under the terms of the warranty. I understand how disappointing that can be, and Im sorry we couldnt assist you further under those terms.
  That being said, since you did not use your warranty during its active period, you are eligible to receive your store credit. We would be happy to get that issued for you. Please contact us at your earliest convenience so we can take care of it.
  

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23142198
  
  I am rejecting this response because:
  I called and spoke to ***** who knew I was filing a claim against ******* with no mention of you have a warranty for five years with us and it was only two days after because I was told I didnt have the warranty but it wasnt explained so I was going by what I thought to do with no help from electronic express.   This would have been done sooner had the girl given correct information to me about what name my account was under so I am pleading to get the fridge fixed this one time if I dont get it fixed I will contact more agencies to help me with getting you to repair it 
  Sincerely,
  
  ***** Brad ***********

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a tablet for $150, about a week back, and I opened it up and checked it out, but it was not what I was looking for, I get on the phone with customer service, and they tell me that because I am just dissatisfied with the order, and there's nothing wrong, so I can't return it for free, instead I have to pay for shipping, which is around $20

  

  Business Response

  Date: 03/21/2025

  We understand your concern and appreciate the opportunity to clarify our return policy. As stated in our return policy, "If you return an item using a return shipping label we send to you via email (drop-off or pickup), and the reason for return is not a result of an Electronic Express error, the return shipping cost will be deducted from your refund." This means that the return shipping fee will either need to be paid directly by you or deducted from your total refund amount once we have received the unit back to our warehouse. We strive to be as transparent as possible with our policies and apologize for any confusion, so I have attached a direct link to our return policy for your reference  

  **************************************************

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23093674
  
  I am rejecting this response because: I could have just lied and said that it was broken, so what I don't get is why for my honesty am I losing money?
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased oven/microwave unit 11/9/2024.Oven installed 11/12/24/ 11/21/24 informed Electronic Express (EE )unit was dead. Appt set up for 11/25/2024 unable to fix. Many attempts to contact US appliance to fix problem. 12/13 technicians replaced transformer, door switches and magnetron. 12/16/2024 called EE to report oven still dead next appt. scheduled or 12/19/2024.On that date the person said we needed a control panel assembly, control board and main board. 1/7/2025 received phone call that US appliance to reschedule for 1/16/2025. On that date control board microwave worked however oven would not work. 1/20-1/22/25 several phone cals made to EE for updates on parts that needed replaced.2/5/2025 US appliance replaced main board, adjusted control board and replaced harness. Unit still did not operate. 2/10/2025 EE informed me Alliance Warrenty solution needed to confirm the unit not working.2/12/2025 repair man said ******** would fix the problem. Oven still not working.3/3/2025 ****** promised a call back the next day. -Still no word from **. In summary, there have been 7 visits to our home to fix this problem. Many phone calls to **, US Appliance Repair and Alliance Warranty Solution.s I feel as though my elderly husband and I have been taken advantage of I don't want this to happen to anyone else.

  

  Business Response

  Date: 03/07/2025

  Thank you for reaching out. We completely understand your frustration and sincerely apologize for the delay in servicing your oven. Our top priority is ensuring that any service or replacement is handled correctly to protect your manufacturer warranty. This process requires us to go through all the proper channels for approval, which can sometimes take a bit longer than expected. Were happy to inform you that we received approval today from the manufacturer to proceed with an exchange for your unit. As soon as we receive the necessary paperwork, we will get everything scheduled as quickly as possible.
  We truly appreciate your patience and understanding, and well be in touch soon with the next steps.

  Customer Answer

  Date: 03/08/2025

  I believe that that the BBB has my best interest. Approaching 4 months  with a broken oven seems unrealistic however I will give it until March 17th -allowing for Electronic Express to communicate with me. At that time I hope I can respond to the BBB if I have not heard from Electronic Express,  I am not sure how long it takes for them to go through proper channels. I hope EE isn't trying to drag this on longer than acceptable. Thank you for your help

  Customer Answer

  Date: 03/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will wait one more week for someone from Electronic Express to contact me.  The unit has not functioned properly since purchased 11/9/2024. Many attempts of trying to get this issue resolved has made me turn to the BBB for help.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 03/18/2025

  Electronic Express has not contacted us in regards to oven. Could I continue with my complaint?

  745983024FD26 was what I had to enter to get back to BBB. My original complaint ID was ********

  Thanks in advance.

   

  

  Business Response

  Date: 03/24/2025

  The delay was due to getting the paperwork from ********** to get the swap approved, however this should have been approved and taken care of on 3/22. 

  Customer Answer

  Date: 03/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is extremely dishonest and use their return policy, only whenever is convenient to them. I purchased a ****** cooling pillow from them on Feb 27, 2025 (order #EE178103). Unfortunately, the pillow is defective and it's not providing the cooling feature as claimed and described in the product. The company refused to take the pillow back and returned it to the manufacturer and just kept saying that it is not returnable due to health hazard reasons etc etc. Mind you that there is nothing in their returns policy (in store or online) that CLEARLY and UNAMBIGUOUSLY states that pillows are not returnable for any reasons or not returnable for health hazard reasons. The online "supervisor on duty" basically continued arguing that they can not accept the pillows back for health hazard reasons. They are certainly not standing behind the products they sell and whatever satisfaction guarantee policy they have is a completely useless. I would stay away from this company, stay far away due to their business malpractice and dishonesty. I have already filed a complaint with my credit card company and wrote a very negative review on the ****** search. People need to know how dishonest this business is!

  

  Business Response

  Date: 03/07/2025

  Thank you for bringing this to our attention and I apologize that you are not satisfied with the features of this pillow. While it is our policy we do not typically allow return on used pillows, we understand that this is not properly disclosed on our return policy and we will work to get this updated in the future. In the meantime, I would love to make this right with you and I will be directing my customer service team to issue a refund in full for your purchase. We can not accept back used pillows, so we just ask that you find it a happy home. Once the refund has been initiated, please allow 3-5 business days for it to reflect back into your account. Again, I apologize for the inconvenience this has caused you and I hope that I was able to turn around your shopping experience with us so you will purchase with us again in the future!  

  Customer Answer

  Date: 03/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  That said, they really need to update their return policy to comprehensively reflect what returnable and non-returnable products are and truly honor their product satisfactory guarantee policy (otherwise, why bother having this policy in the first place?)

  
  Sincerely,
  
  **** *******