Audio Warehouse Express, Inc.

Review: I ordered a Clarion THD400 (HD Radio Module) for roughly $105.22 including shipping from AWE, Inc mid November. It took almost a week to discuss the following issue by email as the business did not answer their phone until I finally CC'd the New Jersey Revdex.com on an email asking AWE, Inc to call my Bank and or me to sort out the following address issue claimed.

Apparently there was a supposed billing address issue which I confirmed did not exist with my Financial Institution. After a week of back and forth I finally emailed AWE, Inc. that I felt they did not have the item in stock. AWE Inc claimed to have 5 and admitted it was a hard to find Item. I then replied stating my friend, [redacted], who is a car audio shop owner, would order it for me and that would satisy any complaint I would have.

[redacted] and [redacted] from [redacted] ordered the same item, receiving a confirmation of order from AWE that [redacted]'s card was processed. This was over 2 weeks ago. With the holidays, I tried to be understanding, but enough is enough. AWE Inc has had plenty of time to mail this item. They are still advertising this item on their site, so supposedly they have some left. My complaint is simply this. I do not believe AWE Inc has acted in good faith and as a result the only places to find this item have literally doubled their prices in the past 2-3 weeks. I ask for a settlement in which either AWE Inc mails the THD400 overnight at their cost to [redacted] (FX Mobile Audio) or AWE Inc purchases a THD400 and overnights it to [redacted]. The price is double now and a simple refund is not equitable due to the lost opportunity cost. Either not having the item or not shipping it next business day has constituted false advertisement on their website. AWE Inc needs to learn to answer their phones and mail orders out as per their company claimed policy. Their behavior is unprofessional and deserves to be addressed.Desired Settlement: I ask for a settlement in which either AWE Inc mails the THD400 overnight at their cost to [redacted] (FX Mobile Audio) or AWE Inc purchases a THD400 and overnights it to [redacted]. The price is double now and a simple refund is not equitable due to the lost opportunity cost. Either not having the item or not shipping it next business day has constituted false advertisement on their website. AWE Inc needs to learn to answer their phones and mail orders out as per their company claimed policy. Their behavior is unprofessional and deserves to be addressed.

Additionally, the owner of AWE Inc to personally call me and appologize for this extreme hassle. I ask this owner to explain why they have not returned a call in a month and have hidden behind emails. [redacted] and I both have tried to call these people for weeks. A written appology should also accompany this. Finally a large discount, time is money, a lesson should be taught here.

Business

Response:

This complaint is unfounded and without merit.

[redacted] placed an order with our company on Friday November 15, 2013 for a THD400. The price was $84.95 plus $20.27 shipping.

The next business day was Monday November 18, 2013 and we emailed the customer in regard to a billing problem we had. When we preapproved the credit card to verify the availability of funds as well as billing information we were able to obtain an approval of funds but the billing address came back negative. Neither the street address or the zip code matched what was on file with the credit card company.

When a customer is completing check out prior to entering their shipping information they see the following notice:

"Click here if Shipping Information is the same as Address Information.

Enter shipping information if different than billing address. [redacted]NOTE SPECIAL INSTRUCTIONS BELOW[redacted] IMPORTANT SECURITY NOTICE! [redacted] IMPORTANT SECURITY NOTICE! [redacted] IMPORTANT SECURITY NOTICE! [redacted] If you want your order shipped to an address other than your billing address (the address to which your monthly credit card statement is sent), please use the toll-free number on the front or back of your card to contact your credit card company and create an "Alternate Shipping Address", which is simply a note on your account authorizing purchases to be delivered to that address. Only the card member can do this and assures us that the actual cardholder is placing the order and not someone who simply has your information. Failure to do so may result in delay of the processing or cancellation of your order."

We send a second correspondence on 11/18/13 @ 5:20pm, a third correspondence was sent on 11/20/13 @ 9:18am.

The fourth correspondence was sent 11/20/13 @ 8:59pm at which time we offered to do a three way call with the customers bank to verify the billing information. Chase would not speak with us in detail about the billing information verbally without the cardholder on the line. The automated service and automated phone service both indicated the billing information we were supplied was incorrect. [redacted] declined to do this and rather than simply verifying the bank information he mentioned he was going to have another person order the item.

[redacted] inquired to the quantity of units we had in stock via email on 11/20/13 @ 9:02pm and the next day we verified there were five units in stock and replied accordingly 11/21/13 @ 3:01pm.

Our next email from [redacted] was on Saturday 12/07/13 @ 6:32pm which we replied to the next business day Monday 12/09/13 @ 10:05am. This is the final correspondence we had with [redacted].

Please note that the credit card used was never charged for this item because we were unable to process the order due to incorrect billing information. No refund or product is due because we were never paid for the item. The credit card was pre-approved to verify the availability of funds and billing information. Once we were advised the billing information was not correct the order was placed on hold and the customer was contacted. The pre-approval fell off of the account in a few business days.

The price of the unit was never increased.

In regard to the second order that was placed we have never received an order from a [redacted] but we did receive an order from [redacted] Fenton at the [redacted] address on the 21st of November. We called the phone number provided on the order form as well as sent an email on 11/22/13 @ 1:36pm and received no response.

Our voicemails are checked daily and messages are returned in the order they are received. Had [redacted] called us back in regard to this order we would have spoken to him.

We ask that you close this complaint without negative impact to our company as it is unfounded and we did nothing but follow the credit card procedure we have in place to protect the credit card account holder as well as our company.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I understand that one of the missions of the Revdex.com is to conduct activities condusive to bettering commerce. In the spirt of commerce, most businesses find it far more valuable to complete sales than to spend inordinate amounts of time discussing a sale. It is for this reason I seriously believe AWE Inc. did not ever have my order fulfillment available. I believe AWE Inc is referenceing phone calls to digress from the real question at hand.

What is it going to take for AWE Inc to ship this THD 400 to [redacted] and [redacted] so we can install it?

[redacted] and [redacted] run a business and answer their calls or return calls. The business line is ###-###-####. The cell is ###-###-#### and can reach [redacted] and [redacted] anytime after 11AM EST, 10AM CST on the weekdays and Saturdays. [redacted] and [redacted] have flat out stated that AWE INc has not called them. [redacted] and myself can prove we made dozens of calls over the past month. My Bank can confirm my address has been the same for months.

I ask if AWE Inc can provide any proof that they have tried to call [redacted] or [redacted]? Beyond the phone calls, my bank did refuse to conduct a three way because they stated directly the preapproval was authorized and the address was fine. My bank stated to me that it was AWE Inc who let the preapproval expire.

Is it not odd that instead of discussing what AWE Inc needs to complete the sale, which I have a screenshot of their website showing the item for sale as of 9AM EST today, 12/17/2013, AWE Inc wishes to discuss a supposed missed call.

It is painfully clear to all that AWE Inc does not have this item. I ask for the settlement originally requested. I urge AWE Inc to call [redacted] after 11AM EST since AWE Inc does not answer their phone. Test them and call from a random phone during their business hours. I left a message on Sunday asking for a call to Jaeff , [redacted] or myself. No return call was made. I just tried at 1247PM EST and reached a machine. AWE Inc does not answer their calls. This is the issue. I urge you to please help send a message to AWE Inc that this behavior is not condusive to proper business practices.

Please help them see that the end goal is commerce. Pleas have them fullfill my request. Thank you so much.

Regards,

Business

Response:

This complaint is unwarranted and without merit.

Our credit card policy is clearly stated on our website prior to placing an order with our company.

The billing information did not verify therefore we were unable to process the order. Our offer to do a three way call with the customer's bank was denied by the customer and left us no choice but to cancel the order due to the billing information not being verified and showing as incorrect on the automated system.

The order has been cancelled due to the inability to verify the correct billing information.

No charge has been made to the customer's credit card account.

We again ask that this complaint be closed without negative impact to our company as it is unfounded.