6th Avenue Electronics

Full review
Here's a summary of my experience:

1/16/08 - I place an order for an Onkyo home theater system from their Amazon.com storefront. They had the best price, and their reviews on Amazon were fairly positive, so I figured I wouldn't have a hassle through them. Boy was I wrong.

1/17/08 - I receive an email stating that my item has shipped. It includes a DHL tracking number.

1/21/08 - I look up the DHL tracking number for the third or fourth time (I usually check my tracking numbers twice daily to see the status of my major orders) and notice that it hasn't changed yet. I figure this may be a security thing, since the product on its way to me was very expensive.

1/24/08 - I begin to worry, as my system should have arrived by now, and DHL's site still hasn't updated the information. I call DHL to look up the tracking number on the phone, and the system informs me that my item is in transit. While I am still worried, I figure maybe DHL just sucks (this was one of the first times I've gotten an item through them, and the last time they left the box in front of the wrong apartment door).

1/26/08 - I call DHL again to look up my tracking number, and this time am automatically connected to a customer service rep. He is very helpful, and does an address look up to make sure that the item didn't receive a different tracking number by mistake. After about ten minutes of checking into my situation, he informs me that, while DHL was notified to expect a shipment from 6ave and thus generated a tracking number, 6ave never actually shipped out the box.

1/27/08 - I call 6ave to inquire about my order. The rep says that his system said that the item shipped, but that since I didn't receive it yet something must have went wrong. I was informed that he would call me back the next morning after speaking to the warehouse people (who only work Monday through Friday). I figure this is understandable and thank him for his help.

1/28/08 - Noon comes and still no call from 6ave, so I decide to phone them. I give my order number and am informed that they are still looking into the matter and will call me back within the hour.

An hour later and still no call. I give them until three, at which point I call back a second time. I am fed the same line, and am told they will call me back very soon.

Six o'clock comes, and my patience is dwindling. I call them yet again, and am this time told they will call me back before they leave for the night (which is at nine on weekdays).

Well, at ten o'clock that night, guess who still hadn't called me? As a result, I file a claim with Amazon.com and report 6ave's awful customer service. I also leave them very negative feedback.

1/29/08 - I call 6ave one last time to inquire about my order. This time, the guy tells me that they did indeed ship the item out, but DHL must have lost it, and that they would file a claim with DHL and that they could either ship me my item again or just give me my money back. I say that, at this point, I just want my money back, as I'd rather purchase the item elsewhere.

Later that day, I receive a voicemail from 6ave's customer retention area (they must have these guys working overtime), and he tells me that management is ready to give me my money back right away. Before I could even call him back, I noted that Amazon had sent me an email saying that my claim had been decided in my favor and, a few minutes later, received a second email stating that my money had been refunded.

Overall, it seems that bad feedback speaks louder than phone complaints. This was a horrible shopping experience, and I will never be doing business with these people again. I'm glad I got my money back in a relatively hassle-free manner, but it wouldn't have been an issue if these morons got their heads out of their asses and learned how to not lose a 96-pound, gigantic box.