On Feb. 9, I ordered a TV Stand for my Toshiba TV (34HF83) from Electronic Express at wholesaleconnection.com (their main site is electronicexpress.com). The TV stand I ordered was the ST34W63, however they shipped me the ST34W6 instead. I called them immediately after receiving the wrong product on Feb. 13th. I spoke with a customer service rep at 800-226-2800. The rep claimed that I had ordered the wrong product and that their website or ordering system was not at fault. I am a fairly tech-savvy computer user, being a manager of an IT department, and having placed hundreds of online orders. I had found wholesaleconnection through a comparison shopping site like Shopping.com, though I do not remember which one I used to find their site. I had searched specifically on the model number of the item after finding it on Amazon.com. My TV is a Toshiba 34 widescreen silver colored the ST34W63 was made specifically for my TV. Apparently the ST34W6 (note the missing 3) is a 34 Toshiba TV stand for an older TV (not even the same color or dimensions).
To back up my case, I found the Internet history of my URLs located in Documents and Settings in my Windows. This showed that I had gone to the specific page of the ST34W63 and from their had clicked the Buy button. When checking-out and receiving the confirmation email, I did not notice that the model number was missing a 3 because the description of the item said Toshiba and ST34W63 the description of the item was not even full (like in the mailed invoice I received later), so I had thought perhaps they had a character limit on their emails and longer descriptions (or model numbers) were cut off. I figured that the email showed what I had ordered I had no reason to think otherwise. I did not even know a ST34W6 existed.
The rep claims that the wrong order is my fault and that I need to pay for all return fees and original shipping fees. The item ordered was for $199 with $20 for shipping. Return shipping fees will run about $70. I have the item (opened only for inspection of broken parts upon delivery) unused, and am ready to return it. I have tried having them give me their shipping account number so that I can return it at their expense since it was their flaw in the system that ordered the ST34W6 instead of the ST34W63.
I thought perhaps that Electronic Express was going to work with me, when on Feb. 16, The rep told me that they had ordered me a new (and correct) TV Stand and would have their couriers pick up the wrong item when the new item was shipped to me. Its been one month, and no item. They keep telling me that the item is backordered and they have no date when they will receive it. However The rep tells me that they did order the item. On Feb 18, The rep told me that it can take 7 10 business days for it to arrive. On March 4, The rep told me that he has no idea when it could come and it could take months. It seems that they are buying time at my expense.
On March 5, I asked The rep to send me, in writing (email), that they ordered the item. However The rep has not done so yet. Each time when I have called and have asked to speak to the supervisor, The rep has some excuse that the supervisor is not available. Electronic Express will not work with me to correct this situation. They insist that I am lying to them even though I have shown extreme patience and proof that I had gone to the right page when purchasing. I do not know what to do now I cannot watch TV on the floor anymore! I am ordering this item through OfficeDepot at a slightly higher price next week. I only want my money back and for them to pick up the wrong TV stand.
I have been diligent in keeping in contact with ElectronicExpress when I believed that they actually had ordered my TV stand. I would call twice a week and/or email. Aside from talking with them on the phone, I have never heard from them through email nothing in writing ever. My wife will not even watch TV on the new set because it is on the floor I should have waited a month to buy my TV.
The company seems reasonable with fast shipping, but with inflexible corporate policy of considering their customers as cheats with no ability for customers to speak with managers or supervisors. It seems that they are content with leading their customers on until the customer grows tired of the problems and opts to forget them. I am not one of those customers.
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