"I have been getting the runaround from FYE for 4 months now. They double shipped my order and charged my credit card twice. I returned the double shipped part in January. It was received on Jan. 11th at their warehouse (I have UPS tracking number and who signed for it). I have never received a credit. I have called them 4 times. Today, after holding for about 30 minutes, I talked to real person who very impatiently told me that they are working on processing my return in a timely manner but until the warehouse contacts them there is nothing she can do. I jokingly said that if 4 months later is considered timely, then their company has some really big problems. I don't know what else to do. They've had almost $200 of my money since January. My only recourse now is to slam them on as many websites as I can. Looks like I'm not the only one who has had problems."
"AWFUL! That sums up the experience with this company. I ordered a DVD, it took 5 days just to "process" the order before it shipped. This was for a Christmas gift and I began to realize it wouldn't arrive in a timely manner, so I canceled the order. The cancellation apparently didn't process, so they shipped it anyway. I jumped through their hoops to return the item, followed instructions exactly, tracked the shipment, supplied FYE 3 times with the information that showed the item was received by their supplier, and I continue to receive e-mails that state my return authorization is expired and the supplier hasn't received the returned item. 5 weeks later now, and they can't do anything for me. I found a FYE customer service # which is ***-***-****. They continue to tell me to wait, but they won't contact the supplier to check on the status of my refund. Stay away from this place, it's bad! "
"One of the items in the order was never received. I checked my order status and a bogus tracking number was applied to the item. I sent an email to the company and received an automated reply. The reply told me to reply to that email and my email would be redirected to a live person. Five emails later, I still just keep receiving an automated reply with no attempt from fye to resolve the problem. I found a 1-800 number for the company and called that -- again, completely automated. By pushing '0' repeatedly, I was finally redirected to a recording which told me the number had been changed and gave me the new number, which (unsurprisingly) was the same number I called! I finally ended up having to dispute the charge with my credit card company as the only means of getting my money back.
In addition, this company has mail-in rebates for many of their items. The last 4 rebates have all been denied claiming that I didn't send in the UPC code, even though the rebate didn't call for it (fye.com rebates do not require you to send in the UPC code per their rebate forms). The rebate company wouldn't budge so fye essentially stole another $28 from me due to their fraudulent honoring of rebates.
In addition, some of the rebates that they DID previously honor stated on their site that the rebate was for $30. When I received the actual rebate, they only gave $10. Again, no way to contact the company so they screwed me again. There were a total of 5 $30 rebates I sent off so they basically stole another $100 from me.
Lastly, I placed one last order with them (before I knew that I'd be experiencing the other problems mentioned above) and paid with a $10 virtual gift card that I received as a rebate (back when they actually honored their rebates). Fye cancelled the order but never refunded my gift card. Another $10 stolen.
In total, FYE has stolen $138 from me (and that's assuming I get my money back from the credit card dispute).
DO NOT SHOP AT FYE! There are a lot of reasons why their rating is so low."
"FYE is TERRIBLE! They canceled my order but never refund the credit. "
"Just a bad store with bad website which mess up the whole thing"
"FYE.com is a Terrible on-line store. You cannot get customer service to talk with you about concerns and their toll free number is very difficult to get a person to talk with, when you do they do not help. ...all they will do is cancel your order for you so you can try again. Please avoid giving gift cards from this store I cannot seem to use mine as every time my order goes through a few hours later I get a cancelation notice. AVOID FYE.com if you can, buyers beware."
"I am extremely dissatisfied with the poor service and lack of communication we experienced at the Ashland Kentucky F.Y.E. store yesterday. We were given a gift of DVD sets (both the second and third seasons of the show Lost). My husband already owns these, so the person giving the gift gave us the receipt to take the merchandise back to F.Y.E. The items were in perfect condition, having never been opened and purchased the previous day. The cashier informed us that the return policy at F.Y.E., REQUIRES the merchandise to be refunded to the credit card. First, let me say that around the holidays especially, this practice is an obvious ploy to keep dollars spent at F.Y.E. in the cash register. Normally, the person giving you something doesn’t also provide you with their credit card so that you can take the merchandise back! Our only other option was store credit.
The receipt says, “unopened merchandise may be returned,” and it does not specify that credit card purchases must be refunded to a card. I further read the return policies on F.Y.E. website, which do not specify this policy either. What was even more insulting is that two managers proceeded to tell me that this policy was the way it was at all stores. That is a lie. I return many gifts at Christmas, and many stores provide gift receipts for cash returns, while others give cash returns on credit purchases with original receipts (I just did this two days ago at Wal-Mart). I do not appreciate F.Y.E. employees lying to my face and insulting my intelligence. F.Y.E policy is not standard business policy. F.Y.E. policy is an attempt to turn all gift purchases made with credit cards into store credit. Needless to say, I did drive over an hour round trip to obtain the credit card from the person who had given us the gift. However, this was considerably inconvenient. It isn’t as if MasterCard is not going to give F.Y.E. the money if they refund the purchase in cash. I must also say the F.Y.E. had an outrageous price on the DVD sets. They were $15 cheaper each at Walmart and $20 cheaper each on Amazon. I have yet to year from anyone on the matter, and the only way I found to contact was a generic email service.
"
"I ordered a boxed set from FYE and within minutes decided there was another item I wanted to add to the order. I could not figure out how to add an item, so I attempted to cancel the first order and start a new order with two items. I did this within 15 minutes. I got the same e-mail as the other writer, "We received your request to make a change to your order. Please allow 3-5 business days for us to confirm this change with our suppliers. We are making every effort to accommodate your request and will notify you by email with the updated status of your order." Well I got both orders. I tried to return the original one to a local FYE store, but they will not take returns from the website. I then requested an RMA but sent an e-mail stating that I felt they should cover the shipping since I tried to cancel the order within 15 minutes of placing it. I even sent copies of the confirmation e-mails. It has been over a week and I have yet to get a reply.
After reading through the reviews, I called the customer service line listed. I relayed my story to the "customer service" rep and was told that there is a very short window of time in which to cancel orders. When I replied that I had cancelled within 15 minutes, she told me that the timeframe in which to cancel is five minutes, count them, 1 - 2 - 3 - 4 - 5 minutes. AMAZAING!!!
That is the last time that I will purchase anything from this seller.
"
"I was unfortunate enough to receive gift cards to this terrible retailer. I decided to use them to preorder a couple of games that I knew I wanted to buy anyway, therefore paying them the cash for the products about 2 months before the product's release. The day after their release, I received an email that they had shipped and a tracking number with UPS. A week later, the tracking showed that while UPS was paid for the shipment, they were never given the package. I was told there were some delays and that it will leave soon. After another week passes, I get another excuse that it is on a truck and they are not willing to transport the product until the truck is full. Finally, after three weeks of waiting I am told it is still "in their warehouse" and will be sent out immediately. Two days later I got an email that I had been credited for the cost of the items.
At first I assumed I was credited the total for the purchases back to my credit card (since it too was used in the transaction), but after never seeing the credit appear, I made another call to find they had "credited the gift card". Since the card was used up completely over 10 weeks ago, I obviously no longer had it. Now I am told I will receive a new one in the next two weeks.
Final cost to me: After 12 weeks, 6 phone calls totaling over an hour, and not getting a single product or even an appology, I am left with the same store credit I started with (to a terrible store) and unable to find the item I bought 6 weeks before it's release."
"I ordered The O.C. Complete Series from FYE after finding that they had the absolute lowest price I could find. The offered it at around $89 after a rebate. I ordered the product on Nov. 19th for release on Nov. 27th. As of today, Dec. 4th, the item is still out of stock, which I find unbelievable, considering FYE is no Mom & Pop Shop. I called the Customer Service line that I found in forums, it isn't even listed on their website and decided to cancel. I recieved this email:
"Thank you for shopping at FYE!
We received your request to make a change to your order. Please allow 3-5 business days for us to confirm this change with our suppliers. We are making every effort to accommodate your request and will notify you by email with the updated status of your order."
Turns out, they don't actually cancel your order, they issue a request to the vendor- seems they have an outside vendor who ships the items. I will have to dispute the charges with my credit card company.
Your best bet is to go to a dvd site that offers a best price guarantee that will match the low price offered by FYE. STAY AWAY FROM FYE.COM!
**Also- I did file a complaint with the Better Business Bureau, as should anyone else with this similare situation***
http://atlanta.bbb.org/WWWRoot/Report.aspx?site=39&bbb=0443&firm=27006491"
"I tried to order the Oceans 13 box set on HD-DVD. They had a good price on it, and most of the local stores were sold out. I ordered on the 14th of November, and after two days they were still processing the order. So I canceled it because my local Best Buy got it in stock. Well apparently it wasn't really canceled. I only put in a request to cancel. That didn't go through and they shipped the item instead 3 days later. I called customer service, only to be told there was nothing to be done. No apology, or anything. Not good customer service. I could understand if the item shipped quickly and they weren't able to cancel it, but it took 4 or 5 business days to even get it out the door. That was my first and last experience with FYE"
"This order never appeared in my account. I wrote to them about 7 times. Each response from them was computer generated, with an invitiation to respond (reply) and get a human. Well, I never got a human.
However, the story ended on a happy note. Both orders (this one and one that WAS in my account) got delivered in a reasonable amount of time.
So they have good prices and good selection. Their ability to handle customer inquiries needs a lot of work."
"Do NOT purchase from this store if you even remotely think you might want to return an item. Their return process is fraudulent and they don't return money even though you've sent items back to them. I made the HUGE mistake of sending something back "RETURN TO SENDER" because they sent me something that I had canceled 5 minutes after I ordered it online. The "customer service rep"
assured me the order had canceled, but lo-and-behold, I received the item 2 weeks later. Since I didn't want to pay shipping for something I didn't want, so I put Return Authorization #s for both items on the outside of the package, and put RETURN TO SENDER. Well here I am over 1 month later, and they're claiming they never received the items--so obviously someone at their "supplier" has received it but kept it for themselves. Shame on me. I learned my lesson. But I will NEVER order from FYE.com again. I urge you to do the same."
"FYE offers you cheap price but they can't offer you the item. They lure people by using cheap prices through rebates, etc. Then they charge your credit card and then nothing is done.
I ordered Ratatouille Bluray disc on 10/29/2007. Ratatouille was coming out on 11/06/2007 (every store has it on that day) but my order still in processing until yesterday (11/13/2007). No sign of shipment whatsoever.
FYE hides their Customer service phone #, here's their phone just in case you need to call them , 1-***-***-****.
I called them to cancel and they said they can't cancel it right away because they have to wait for the vendor to approve the cancellation, thats the most ridiculous thing I've ever heard in my whole life (FYE charged my credit card, they should have the power to credit it back to my CC). Anyway, I'm settling this by disputing through my CC company.
This is going to be my first and last order through FYE. Stay away if you can from FYE."
"AVOID AVOID AVOID this company. NOT WORTH THE FEW DOLLAR SAVINGS. Very confusing (intentional?) coupon validation and checkout on the website (and I'm a very net savvy trader). No customer service to speak of. Forget adjusting or cancelling an order. Auto Email HELP replies so your written inquiries or requests for assistance are a complete waste of time. Terrible telephone menus with no real assistance. PROMINENTLY FEATURING on the website currently (11/07) a pay with Paypal spend $35 get $10.00 Paypal credit and they make it VERY difficult to find the links to validate the credit. FREE shipping option FEATURED if spend enough and again rather than defaulting to FREE it sets your shopping cart at a minimum $5.00 charge and hides the fact that you need to SELECT the free option. Incredibly insulting and frustrating. Why do this? Because these folks are crooks. Did Jeff Bezo's grow Amazon.com into the monster of online retailing that it is today by making it a policy to trick and hide from customers? I think not. Amazon respects their customers, the online shopping experience is intuitive and effortless and their repeat business is epic. I just wish I could short the stock because they will not be around too much longer. AVOID AVOID AVOID."