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ComplaintsforAV-Express
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/05/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased an ********** ********* ***** *** ** stand through *********** but was shipped to me by this company. The base of the stand spontaneously shattered, causing my TV to topple to the ground. The TV is ruined. The seller AV-Express DID refund my money for the stand; however, they have been unwilling to resolve the issue of replacing my television, which was broken due to their faulty product. I got an estimate through ******* regarding replacing my screen for the TV (not sure that is all that is wrong with it). The cost to replace the screen is $620. I paid $855.99 for the TV in 2019 from **** **** I am requesting money to replace my 4K or to repair it. The TV is a ******* *** ***** *** ****** ******* **** * ***** ** *** *** Attached are photos of the damaged TV stand. I also have a link to a video I made that night of the damage to the Television if you would like.Customer response
11/22/2021
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Dear *******
Please be advised that this issue with AV-Express has now been resolved. Thank you so much for your assistance in this matter.
Sincerely,
******* ** ********Initial Complaint
10/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a product (hydraulic TV mount). A portion of the hydraulic mechanism is severely damaged after 18 months of use. I have tried to contact the company through phone and email over the course of six weeks and have received no response. This company provided a low-quality product and now refuses to engage.Business response
10/15/2021
Hey there! I am terribly sorry for the difficulties reaching us. Please send your order number to ******************** along with a description of your issue and we will get this resolved for you.
Thank you!
Initial Complaint
09/27/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I order blue tooth speakers from this company on August 24th, 2021. I returned them on September 1st because they did not work. I have not received my refund yet. I've emailed and called them on several occasions. Leaving messages and never hearing back.Business response
09/28/2021
Hello *****, I'm terribly sorry to hear about the delay in receiving a refund!
I'm unable to find you in our return system. This is usually due to the customer
returning the package without a return authorization number. This is a critical
step as this number identifies that your package belongs to you, otherwise when
we receive it it's just a mysterious box with no identification.
Please contact us at ******************** or call us at ************ to correct this
matter. Thank you!
Customer response
09/28/2021
I initially rejected this as the company’s excuse was, there was no order number included in the return, when in fact
there was. Immediately after I sent the rejection, I saw a refund come through. It looks like my issue has
been resolved. That was extremely fast service. I appreciate all your assistance in this matter!
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Contact Information
6781 Hopkins Rd
Mentor, OH 44060-4311
Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.