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. has 17 locations, listed below.

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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

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  Electronic Express

  5425 Highway 153 Hixson, TN 37343-6700

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  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:10/01/2022

  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.

  Im reporting this company because they are refusing to issue a refund for a mattress that I purchased from Walmart.com. Nowhere on the website did it say that this item was not eligible for return if it was open. If that was the case i would have never purchased this item. I am so unsatisfied with my purchase and now i have no clue what to do with it. There needs to be a description on the site stating that once this iteam is opened it is no longer eligible for return.

  

  Business Response

  Date: 10/14/2022

  I am sorry to hear you are not satisfied with your purchase! Typically we dot allow returns of mattresses for sanitary reasons, however if you would like to return the mattress, then we will approve the return, and the cost of the freight return will be deducted from the cost of your refund. If you accept this solution, please email me directly and we will get this set up for you!

• Initial Complaint

  Date:09/21/2022

  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 purchased a brand new washer, drier, and fridge (Spending just under $4k) from Electronics Express at the end of July and had them delivered the first week of August. During delivery, my walls were damaged so I filed a complaint with them (Dispute #******-01). After a week of calling them multiple times, they finally sent someone out to assess the damage. I agreed with the appraiser on a payout amount for the damages and he said that he'll talk to his manager and get back to me. After a couple weeks of waiting and no one reaching out to me I texted the appraiser again and was just told that he still had to talk to his manager about it. At the beginning of September (a month after the delivery) I realized that the adjuster wasn't going to do anything so I called Electronics Express customer service again and tried to get a hold of a manager. I spoke with someone named ******** and he assured me that my issue would be resolved and he'd call me back with results. After a week of no response I called them again and once again spoke with ********. He told me the adjuster would reach out to me later that day, which to his credit he did. He texted me, "I'm going to have Electronics Express send out a check so there wont be anymore delays." That was 9 days ago and still no check in the mail. It has been almost two months that I've been calling them and trying to simply get my issue resolved and receive the funds so I can repair the damage from the delivery.

  Customer Answer

  Date: 10/04/2022

  I have not heard back from the company.

  

  Business Response

  Date: 10/26/2022

  I have looked into this and escalated it to our Home Delivery team. They have made me aware that they gave the customer their personal cell phone number to be in contact, ad a check should have been mailed out. If this has not been resolved, please reach back out so we can ensure that you get taken care of!

• Initial Complaint

  Date:09/12/2022

  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.

  Sept 9th, 2022 my girlfriend went in and purchased the PS5 bundle and warranty for 1,370 dollars as a surprise gift for me. After opening the large box everything was in I noticed the headset box was damaged with an actual band aid as a seal. It was faulty with the right side not working. I looked up reviews of the store only to find numerous allegations of them selling used/refurbished electronics at full price being advertised as New. I grew suspicious of the other items in the box. The box the controller was in looked pristine with a clean factory seal. The PS5 was smooshed a bit with a dirty and poorly adhered seal. I called the store expressing my concerns of these items having been used, possibly refurbished, and that I would like a refund. He said the ONLY way he can do a refund is if the seal on the console hadn't been broken. Discussing it over the phone, and even showing him in the store the next day, that the seal is so dirty and poorly adhered it looked like it had already been opened. I would have no way of knowing this was in fact what I paid for, which was a NEW console. I told him over the phone it was too easy to start to pull off, so he started saying that I "broke" the seal and thus "opened" the box so he can't return it and went on to say the seal is dirty because I took it off, which isn't true. He said we would have to contact corporate to get the refund approved. My girlfriend called corporate and they told her the same thing about the seal. The seal is still on the box, i never took it off, it's just poorly adhered, just like how it came in the bundle. She took it into the store and the Manager still refused to refund it since he claims I said I opened the box, which I never did. They are now saying they can't issue a refund since I did open the game. When he previously said only an open console would void a refund. They tried replacing the headset and the whole bundle. I have no faith in their products being new.
  

  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 8, 2022/09/29) */
  Thank you for bringing this to our attention and I am so sorry for your experience. I understand that we were able to get this situation handled for you by providing a credit and exchanging your headphones. I hope that you are satisfied with this solution and you continue to shop with Electronic Express!