Frys Electronics = Customer Failure
If you are unfamiliar with Frys Electronics, it is one of those large electronic stores that sells everything from dvds, tvs, and even vacuum cleaners. Until recently there was not one close to where I lived and the trek there was at least 40 miles. With the closures of Circuit City and CompUSA, Frys Electronics has been building up a good fan base here in SouthWest Houston.
Frys Electronics – In The Beginning For Me
One of the unique aspects of Frys Electronics is that most of the stores you will see will have a very unique entry way. The one in north houston has a oil rig theme and the one in Austin has a huge piano coming out from the sign.
What do we get in Sugar Land? The plain jane one seen on the right. Bleh.
This was a bad sign to come (literally).
After living through the grand opening of this location and even fighting the crowds that wrapped around the inside during black friday I was expecting more from Frys Electronics.
Frys Electronics – Epic Customer Fail
I'm not saying I expect better service than say Best Buy down the street but when I went to Frys Electronics to pick up a TV my father purchased 2 weeks I was in for a rude awakening.
See, my dad purchased a 55″ LED 120HZ Samsung without internet capabilities. Frys Electronics had a deal about 2 weeks ago and my father bought it in full plus the warranty. His SUV was in the shop so Frys Electronics agreed to hold the TV until he got his car to pick it up.
From what I understand, Frys Electronics will have their larger items on hold in the front of the store near the massive check out line. You will always see fridges and televisions there with their papers on the top ready for pick up. I thought hey, that's a system they seem to be running for many years and at least a couple here at this local location.
Frys Electronics – Stiff Arms The Customer
So when you thought the customer is always right… looks like customers don't in most cases at Frys Electronics as I hear more and more horror stories.
So check this.
I bring my van over to pick up his TV and it's a simple “here is my print out receipt so can I pick up my tv?”.
The 20 or so Frys Electronics employees with their white shirts are all moving around and 1 handles our pickup. 5 minutes later he has 2 associates take the paper away.
20 minutes pass and I'm thinking…. why are they in the back when obviously pickups should be 10 feet from where I'm currently standing.
another 10 minutes pass and we are talking to more employees only to find out that the tv was sold.
So just pull another one from the back – I said.
The manager comes out and says they have none in stock and they will be shipping one from Austin. We can pick up next week. Well that's a crappy way to deal with it as someone BOUGHT a tv that was paid for so Frys essentially double dipped…. crap.
Frys Electronics – It Gets Worse
So my father the other night goes with his SUV to pick up the TV so I wasn't needed with my van. He calls me during my lunch hour to tell me:
“They just told me that they have plenty of those TVs in stock but they refuse to sell or shall I say GIVE me my tv at the price I already PAID for it. Instead, they want to give me a 52″ LED 240z Sharp TV instead.”
I'm just thinking to myself, how does one do business like this? How can Frys Electronics just straight up spit in the face of those who are buying and fully paid? Then to go and tell them no you can't have it even though we have them in stock? AND you have a slip saying you are fully paid WITH warranty.
So instead they just throw some other tv at my dad and just take it.
Customer Service needs to be top priority.
My dad rolled over in that situation and he just wanted a dang TV today. eh…
What Not To Do – Fry's Electronics
If you are looking to build a business online and offline you better have your customer at the heart of your business.
Money comes from people, piss people off and your going to be closing shop soon.
Remember good news is viral but so is also piss poor customer service and shady selling practices.