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A BBB Accredited Business since
BBB has determined that Frontrowelectronics.com 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 Frontrowelectronics.com include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 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||1|
|Total Closed Complaints||1|
Type of Entity
AUDIO-VISUAL EQUIPMENT-DEALERS COMPUTERS-DEALERS ELECTRONIC EQUIPMENT & SUPPLIES-DEALERS
Alternate Business NamesDyckman Electronics Center, Inc. FrontRowElectronics LLC
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Complaint Trends - Last 3 Years
Customer Review Trends
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|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: On July *, 2014, I purchased a fully automatic top loader Whirlpool brand washing machine for $467 total, plus free shipping. It was delivered promptly at 5 p.m. on the same day as promised by the *******. When we installed it, there was some water leakage, but we thought that was from manufacturer quality testing. When we used it the next day, I noticed that it barely worked; there was hardly any water coming out and the speed was extremely slow. On July *, I went personally to speak with *** ***** and explained that the washing machine was not working properly. He asked my daughter not to raise her voice and she replied that she wouldn’t, if she was merely shown some respect. During their two-minute phone conversation he asked, “Would you like to exchange the washer?” She replied, “No, after this experience I would prefer a refund.” He replied, “We cannot give you a refund, and you can take this case to court if you want,” and abruptly hung up the phone. Later, My daughter and I returned to the store. Once there, the ******* didn’t even greet my me , he just raised his voice even though we had entered very calmly, not looking for confrontation. My daughter interrupted him and asked him to lower his voice or she would have to call the police. He retorted, “Call the police then.” We told him that I believed we could solve this in a civilized manner and asked him again to lower his voice. He calmly replied, “I heard you over the phone as I was speaking to one of my workers, and you were very rude and called him names.” My daughter interfere, “yes, you heard me speak loudly but you were not there to witness how he rudely ignored my questions. I also never called him names, I just asked him if he was prejudiced in some way…Also, it would be unfair to blame their behavior solely upon them now that I find myself speaking to you, the *******—since their behavior is a reflection of yours”. I then asked for an exchange if a refund was not possible. Again raising his voice he replied to us, “No, the machine is perfect, you both are simply not happy in general. If we exchange it for another one you both will still not be happy, so you might as well keep this machine, since I’m sure it’s working perfectly fine.” My daughter asked him to please remember that he clearly stated over the phone that an exchange would be possible, and that it’s part of their company policy. He agreed and said, “I will only exchange it if you both will not come back with a second complaint.” We decided to go ahead and exchange it for another machine. He advised us to get a manual washing machine, since the digital has less water pressure, and then he recommended a machine to us. I told him, “I clearly remember I was told that this particular washing machine (Hotpoint brand semi-automatic top loader) is $300, so will there be a $167 refund to make up for the difference in price?” He barely made eye contact and said, “Oh no, this is $560.” I replied, “I’ll take it, but you can be sure I will never shop here again.” He replied, “I wouldn’t sell you anything again either, BYE!” The same employee that came to the house initially and one other one came and installed the machine, which came in a box this time, and happily there was no water leakage. We were happy to say that the machine was working perfectly fine; high water pressure, no noise, and fast. UPDATE: This second washing machine is having technical problems; very strange noise and has a burning smell. I spoke with one of the employers today, July ****, but again he was uncooperative.
Desired Settlement: This is the second washing machine from the company that has proven to have serious technical problems. I faxed a letter to *** ***** today, July **, 2014. After this experience, I would like to return the washing machine and be reimbursement for the total amount of $467.00.
Better Business Bureau:
BBB's Final Determination: Consumer accepted resolution offered by the business.