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BBB Accredited Business since
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This company offers the online and retail sale of home and car electronics and related products or accessories.
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A BBB Accredited Business since
BBB has determined that Fry's Electronics meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
BBB Complaint Information
Find aggregate BBB complaint information for Fry's Electronics. BBB of Los Angeles and Silicon Valley has the full report as that BBB handles all complaints for Fry's Electronics.
Type of Entity
Business ManagementMr. Randy Fry Ms. Kathryn J Kolder, Director Mr. Ken Lutz, District Manager Ms. Jen Meyer, Store Manager Mr. Marcus Sharp, Assistant Manager
Appliances - Major - Dealers Audio-Visual Equipment - Dealers Auto Alarms & Security Systems Books - New Computers - Dealers Computers - Supplies & Parts
12707 N Mopac Expy
Austin, TX 78727 (512) 733-7000 (408) 487-4500 (512) 512-7059 Directions
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Additional Phone Numbers
- (408) 487-4500(Phone)
- (512) 512-7059(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
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Complaint: I recently went to return a set of headphones that was a gift from a relative. I was told that without a receipt, they could not return it because it is a "while supplies last" item. When I inquired about the outcome if I could produce a receipt, he said they would gladly return it. This seemed odd to me, so I asked to speak to a manager. I waited and waited, and finally decided to leave. I tried to call the next day, and was put on hold for an extemley long time. I tried to call again a few days later and ask to speak to the store manager, but was told she was in a meeting. I called the next day again, and they transferred me to *** ****** line, and it rang to no end. I wrote a letter and adressed it to store manager *** ***** with my issue and all my contact information, and I still have not heard anything.
Desired Settlement: I would like for either *** ***** or someone in managment to contact me and explain the return policy and why I can't return an item I know was purchased at Fry's Electronics.
Business Response: I call *** ********** on 7/16 at 10:00am and left a voicemail. I will attempt to email him to see if I can assist him with the headphones.
Problems with Product/Service
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Complaint: After purchasing the extended warranty on my laptop a problem developed with the screen, I took the laptop in for repair and the repair person and service ******* contend it is physical damage which it is not. I have never dropped the laptop or even taken it out of the house. They simply refuse to cover the defect under the extended warranty
Desired Settlement: If they will not honor the extended warranty then refund my credit card for the price they charged me. Invoice number is ********
Business Response: ?
Good afternoon, *****
In reference to this opportunity with *** *******, and after further consideration, we are willing to make an exception on behalf of *** ******* and refund the "pro-rated" amount of the PSC (Performance Service Contract). Please advise if I can be of further assistance. I can be reached at ************* or simply respond be email.
Better Business Bureau:
Read Complaint Details
Complaint: I bought 3 PS 4 games last week since they have this Buy-2-Get-1 deal. Before I bought these games, I asked employee who works in Video Games department: "What is your return policy on video games?", He replied " un-opened can be returned in 30 days.". It turns out my kids don't like one of games I bought, since that game is still in original seal, un-opened. 5 days later after I bought those games, so I walked in Fry's, first ask for a refund, they said they don't know how to do it, their computer system does not allow them. so I asked how about for exchange? they said no. I asked their manage, a lady came out saying "no, we can not exchange or offer refund." Even the game is un-opened, I even asked them to just refund me 1/3 of total price, they won't do it. On my receipt and on Fry's website, it clearly says "un-opened game can be returned or exchanged within 30 days" I feel Fry's had falsely give out customer this impression and not stick to their promise.
Desired Settlement: refund or exchange for another *** game.
I spoke to this customer when he was in the store. We did have a promotion, buy 2 games get 1 free, customer is wanting to return the game he received for free and receive a refund or store credit for that game.
We cannot give him a refund/store credit on a game he received for free.