FYE Customer service #?
11-22-05 | 02:49 PM
#2
DVD Talk Special Edition
FYE has no customer service...
Just wanted to share my recent experience of ordering a DVD from FYE.com. I read that FYE had an exclusive second DVD to go with the WWE release "Self-Destruction Of The Ultimate Warrior". I ordered it from the web site but when it arrived their was no second DVD. I immediately called the local FYE store in Wayne, NJ and spoke to a woman. She looked at the back of the DVD she had in the store and it stated that their was a second DVD in the package. I asked her if I could come in an exchanged the DVD as the only reason I bought it from FYE was for the second disc. She said internet sales are not the same as in store sales so I needed to email customer service.
On October 1 I emailed customer service and received a response that they received my email and respond to me by the next business day. Within 2 days I received a second email stating that they were forwarding my email to the corporate office for review and then would get back to me. I did not receive anything for 2 weeks when I received the same email that I had initially got stating they would contact me by the next business day. Again within 2 days I received the same second emails about the corporate office.
This happened again at the end of October but this time I responded with a little firmer email.
On November 10 I get an email from my wife letting me know I receive an envelope from trans World Entertainment, the company that owns FYE. I figure it is the second disc that they finally sent me. My wife opens the envelope and their are 3 Bon Jovi "Have A Nice Day" stickers inside. That's it, no letter, no disc, nothing else.
When I get home that night I call the store in Wayne and speak to Jay and Ralph. I explain everything that has been going on and that I would like to know what they can do to help me. Ralph takes my name & number and says he will look into my problem and call me back. I still haven't heard anything so now I am going to take it to a corporate level and see what happens.
I used to be a manager for this company back when they had their Saturday Matinee stores and we were always told that customer service was the most important part of the business. Obviously things have changed since I worked for them in the early 90's and now they could care less about making a customer happy.
I am going to call the store again tonight and ask Ralph why he never called me back. If I get the main office number, which is in Albany, I will post it here.
On October 1 I emailed customer service and received a response that they received my email and respond to me by the next business day. Within 2 days I received a second email stating that they were forwarding my email to the corporate office for review and then would get back to me. I did not receive anything for 2 weeks when I received the same email that I had initially got stating they would contact me by the next business day. Again within 2 days I received the same second emails about the corporate office.
This happened again at the end of October but this time I responded with a little firmer email.
On November 10 I get an email from my wife letting me know I receive an envelope from trans World Entertainment, the company that owns FYE. I figure it is the second disc that they finally sent me. My wife opens the envelope and their are 3 Bon Jovi "Have A Nice Day" stickers inside. That's it, no letter, no disc, nothing else.
When I get home that night I call the store in Wayne and speak to Jay and Ralph. I explain everything that has been going on and that I would like to know what they can do to help me. Ralph takes my name & number and says he will look into my problem and call me back. I still haven't heard anything so now I am going to take it to a corporate level and see what happens.
I used to be a manager for this company back when they had their Saturday Matinee stores and we were always told that customer service was the most important part of the business. Obviously things have changed since I worked for them in the early 90's and now they could care less about making a customer happy.
I am going to call the store again tonight and ask Ralph why he never called me back. If I get the main office number, which is in Albany, I will post it here.
11-23-05 | 04:56 PM
#4
DVD Talk Special Edition
I just received, today November 23rd, the following email from FYE Customer Support, in response to my problem which I emailed them about on October 1st:
Hi,
Just a note to let you know we have not forgotten about your email and we are working on your situation. We will get back to you as quickly as possible.
Sincerely,
FYE Customer Support
I thought they had forgotten me but, as everyone can see from their email, they are still working on my problem. Make your own decisions but I cannot see myself buying from them again.
Hi,
Just a note to let you know we have not forgotten about your email and we are working on your situation. We will get back to you as quickly as possible.
Sincerely,
FYE Customer Support
I thought they had forgotten me but, as everyone can see from their email, they are still working on my problem. Make your own decisions but I cannot see myself buying from them again.
12-01-05 | 07:41 AM
#5
DVD Talk Special Edition
Just a quick update...
I received the following email from FYE yesterday:
Hello Robert Cassidy,
Thank you for your follow up email. According to our records, the following message was sent to you on 10/27/05: "Hello Robert Cassidy,
Thank your for your email. Needless to say, we were very sorry to learn about the difficulties you experienced when receiving your order.
Unfortunately, according to our vendor, there was no promotion offered for a bonus disk with the order of this item. I apologize for your inconvenience."
The promotion was for stickers, not a bonus cd. I apologize for any confusion.
Sincerely,
FYE Customer Care Team
shop.fye.com
fye.com
www.fye.com
Sincerely,
FYE Customer Care Team
shop.fye.com
fye.com
www.fye.com
I never received this email on 10/27/05 and after reading this I called 2 different FYE stores, the one in Willowbrook in Wayne NJ and the one in Paramus Park in Paramus NJ, and both said that yes FYE advertised & sold the Ultimate Warrior DVD with an exclusive bonus DVD. The store in Willowbrook didn't have it in stock but the paramus Park store did. One of the managers, Diana, said she would like to help me but the sku for the single disc release was not in her system so she couldn't do anything.
I then called customer support but reached the outsourcing company where they do not speak the best english. I spoke to Gina who told me that just because something is advertised in the store does not mean that the same offer is available on the web site. I wouldn't answer any direct questions but she did keep apologizing for not being able to answer them. I then spoke to a supervisor named Melina who told me that since the offer was advertised in the store I now needed to call the store customer support line. This is after speaking to Gina for 20-30 minutes explaining my story.
Rather than speak to another person overseas who doesn't speak English very well I instead called Diana's district manager and left a voicemail explaining my situation. I will update this post if he calls me back. I still never heard back from Ralph, in the Wayne store, who promised me he would look into my situation on November 10th.
I received the following email from FYE yesterday:
Hello Robert Cassidy,
Thank you for your follow up email. According to our records, the following message was sent to you on 10/27/05: "Hello Robert Cassidy,
Thank your for your email. Needless to say, we were very sorry to learn about the difficulties you experienced when receiving your order.
Unfortunately, according to our vendor, there was no promotion offered for a bonus disk with the order of this item. I apologize for your inconvenience."
The promotion was for stickers, not a bonus cd. I apologize for any confusion.
Sincerely,
FYE Customer Care Team
shop.fye.com
fye.com
www.fye.com
Sincerely,
FYE Customer Care Team
shop.fye.com
fye.com
www.fye.com
I never received this email on 10/27/05 and after reading this I called 2 different FYE stores, the one in Willowbrook in Wayne NJ and the one in Paramus Park in Paramus NJ, and both said that yes FYE advertised & sold the Ultimate Warrior DVD with an exclusive bonus DVD. The store in Willowbrook didn't have it in stock but the paramus Park store did. One of the managers, Diana, said she would like to help me but the sku for the single disc release was not in her system so she couldn't do anything.
I then called customer support but reached the outsourcing company where they do not speak the best english. I spoke to Gina who told me that just because something is advertised in the store does not mean that the same offer is available on the web site. I wouldn't answer any direct questions but she did keep apologizing for not being able to answer them. I then spoke to a supervisor named Melina who told me that since the offer was advertised in the store I now needed to call the store customer support line. This is after speaking to Gina for 20-30 minutes explaining my story.
Rather than speak to another person overseas who doesn't speak English very well I instead called Diana's district manager and left a voicemail explaining my situation. I will update this post if he calls me back. I still never heard back from Ralph, in the Wayne store, who promised me he would look into my situation on November 10th.
