BBB Accredited Business since
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This company offers the online and retail sale of home and car electronics and related products or accessories.
Request a Quote
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.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Fry's Electronics include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 11 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||11|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementRandy Fry Mr. Ken Lutz, District Manager 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
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known significant government actions involving business' marketplace conduct.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (408) 487-4500(Phone)
- (512) 512-7059(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB Customer Review Star Ratings are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Star Rating in addition to all other available information about the business.
Problems with Product/Service
Read Complaint Details
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.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
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:
BBB's Final Determination: Consumer accepted resolution offered by the business.
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.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
|3/1/2013||Advertising/Sales Issues | Complaint Details Unavailable|
|3/26/2012||Problems with Product/Service|
|3/5/2012||Problems with Product/Service|
|10/14/2011||Problems with Product/Service|