Fry's Electronics

I bought a photoframe at Fry's. When I opened it and commissioned it, one button would not work. I took it back to the returns. Here is the conversation. Judge for yourself. Me: I would like to return this as the product is faulty and I am not pleased with the resolution. Rep: What did you expect. A High Def resolution? Me: Excuse Me!! what did you say!! Rep: Nothing Rep: checks the product, points to a white line on the back and says I am going to charge you 10% restocking fee. Me: Why is that. You dont have a policy on charging any such fee for photoframes. Rep: Well I will charge it because I can. My decision is final. Me: Can I talk to your supervisor Supervisor: Whats the problem Me: I explain the product is faulty Supervisor: ok take 10% off and give him his money back Me: Why 10% off for a defective product Supervisor: Its upto us Me: can I speak to the Manager Rep: Supervisor is the manager Me: Does she head the store? Rep: No. I'll call the manager Manager: Yes Sir Me: explain the whole thing again Manager: It will be 10% off. You can complain if you like. Take it or Leave it. Me: I ask for names to complain to customer relations. ENDING of the story: I had to pay 10% off for a faulty product. Fry's Rep smiles with pride because he conned me out of $10. Real Ending: I was moving into a new home. Had to buy Washer, Dryer, LCD TV, etc . I was 100% sure on buying at Fry's. After this incident I chose to go with Sears, Walmart, Bestbuy even though the price was a little higher. Afterall this is a store that will charge customers for manufacturer defects. Plus my friends feel bad about what happened to me and have swore never to shop at Fry's. Moral of the story:
Sales Reps, supervisors and Managers in Fremont store misbehaving with instore customers are damaging the reputation of an otherwise fine retailing organization. Will the big bosses in corporate office take some corrective action?

Posted 12/07/07 | Report Abuse

1 out of 1 people found this review helpful.

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I bought an RC helicopter my my son and a RC Grasshopper for my daughter. We took them back the next day to return because neither would work.
The service rep told me that I can't return but even exchange only. I finally got my money back after some verbal exchange with the supervisor named Daniel Chu.
The story could go on from here but you get the picture.
When you buy something at Fry's, make sure you read or ask about their return policy.
For a $39.99 item, I did not feel happy the way I was treated. At first, customer service is bad , and now their return policy is even worst.

Posted 11/11/07 | Report Abuse

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And I mean really ask them especially if you decided to buy a big ticket item like I did recently. I now know why I will never shop there again, I don't care if they have the best price. I was charged restock fee even though the sale person told me that I have 15 days to return and get a full refund. Now I know why some many are not satisfied with Frys' service.

Posted 06/25/07 | Report Abuse

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You are likely to find the best prices on electronic goods here. Unfortunately, you are also quite likely to buy an item that totally doesn't work, out of the box, as this store quite unashamedly sells customer returns, presumably selling and reselling these dud items repeatedly until they find a customer who is too stupid or cowardly to return them. And if this happens, as it did to me, you will be lucky to find a staff member who speaks English, let alone one who knows the least thing about electronic goods or about customer service, in my experience.

If you know what you are doing, don't need advice, and you are lucky enough to buy one of their working items, this place is great, and to be fair, that is my usual experience. If, on the other hand, you do buy one of their non-working items, prepare yourself to endure a Kafkaesque nightmare. Be warned.

Posted 01/07/07 | Report Abuse

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Fry's. Where to begin? They are a huge store and they have a huge selection of almost but not quite what you were looking for, usually at a good price. Do your homework before you trot over there because nobody there knows anything. Not one blessed soul working there has the slightest chance of being able to help you learn about what they are selling. If you want a cheap external hard drive or a burner or a deal on a new graphics card. If you want loads of blank cds or dvds, a new internal hard drive or a network card and you know EXACTLY what it is you want then proceed. Save your receipts in an strong box because you may need them. Don't even think of trying it on without the receipt and an iron will. If you end up having to return something, prepare to stand in a line like you are waiting for bread in late-period Soviet Russia because you will lose time out of your day you will never see again. For smaller purchases like those I outlined, Fry's is just fine. For software it's best to order online. For an actual computer like a PC you build yourself, try a specialist shop like Central Computer on the other side of town. For a Mac, alas, you are best off in the glossy Mac stores that are now everywhere. At least you can yell at a hipster in an Apple T-shirt if something goes wrong. At Fry's, just as in space, no one can hear you scream.

Happy shopping...

Posted 01/05/07 | Report Abuse

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Fry's often has great prices, the ones they always post in the San Jose Merc - but the staff is clueless. The only peopl ethat have any idea what they are doing are those in car audio - I've heard the craziest and dumbest things come out of these computer salespeople's mouths. They work solely for comission, and Fry's return system is a joke.

Posted 08/03/06 | Report Abuse

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Every time I've bought some major item from Frys I've had trouble with it. Then when returning it I've been given grief about it. In one case I bought a computer which had a virus in it. They asked me if I'd attached it to the Internet and I said "Yes but the computer wouldn't make contact with my ISP". They claimed that I'd gotten the virus off of the internet and then charged me a restocking fee and a fee to clean the disk and put on their crap again that equalled HALF of the purchase price of the computer.

PROS: Cheap Prices on some stuff
CONS: Extremely poor customer relations

Posted 07/17/06 | Report Abuse

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Fry's are known for good prices. Indeed I have purchased quite a few items there. However, I saw an item on www.outpost.com with great price. Since www.outpost.com *does* say Fry's Electroics in every of their pages, I thought I could just go to Fry's to buy it. When I got to the Fry's, the item's price is different. So I asked *politely* about the price difference, the manager who tried to show off in front of a bunch of new trainees gave me serious attitude and said the price is what it says on the tag without explaining why. While he was leading the group of trainees away, I asked him whether this is how the customer service should be. Things won't be so bad if he were polite or just simply said "I don't know".

Since then, I get my stuff from Best Buy or Circuit City.

PROS: Good price
CONS: No customer service

Posted 11/17/05 | Report Abuse

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