"So I order a Center Channel Speaker from Vann's on Monday morning (6-13) with hopes of getting it at least by the end of the week, since their warehouse is located in KY and I'm in Dallas Texas, ups ground should not take more than 3 days to get here. Long story short. after my order was charged it stood on Pending status for the whole day, went today to check the status and it was on 'Processed' but still no tracking number available. I proceed to call customer service and the guy on the phone stated that my order was shipped on 6-13 @ 2:00pm. I then proceed to ask for the Tracking number since he was stating that the order was shipped already. The rep on the phone told that even thought there was no tracking number available at this time, that I should not worry and I will receive my order by this Thursday or even sooner. I hang up the phone and by magic, 15 minutes later I got the Tracking number on my email. When I check the T# with UPS, there's no information at all, so I wait until the end of the day to give time for the order to update. @ 5:00pm EST I proceed to check the order again. This time the tracking information shows that a label was just created today 6-14 and that the item is not in the UPS network yet. I call back Vanns CS and was told again that the order was shipped on 6-13, I proceed to argue with the rep on why if was indeed shipped on the 13 the tracking number was showing that the label was just made today. - Lame excuse here-. So know if the order gets shipped tomorrow it will not arrive by Friday as expected. I did an order with Newegg just after making the one on Vanns and my order from Newegg according to the tracking number is set for delivery tomorrow by UPS... so apparently Newegg has a better shipping department than Vanns. will see what happens...

Update 6-16... so yes the package got here today. Good now"

"this is the worth Customer Support ,, i got a brokken TV and now over a month and did not get my money back .... this is the worth Customer Support ever ."

"Yikes! This is a retailer trying so hard to be upscale and falling so flat on their face! I dread having to visit Vann's but its a small town and, occasionally, I am tempted to visit. Such was the case when I dropped in to pick up an ipod docking station that was advertised as on sale.
When you walk through the door the store is configured for attempted wow factor with fancy demo kitchens and laundry areas, until you look closer and see the messy work stations and lack of display models and merchandise to inspect and try.
It was Memorial Day, I was expecting the place to be busy but this visit was horrible. After searching for the area where ipod audio items are (there is very little organization in the store aside of the large appliances) I found 3 models on display (none were the model advertised). The shelves didn't have the model either so I had to go to the front desk, ugh. There was one person at the desk when I arrived but she left without saying a word. I proceeded to wait for 15 minutes for her to return. Ten minutes into the wait another man joined me at the desk and asked how long I had been waiting. When I told him he said this happens every time he goes to Vann's. He had a return to make, and noted that in the five minutes we had been standing there no one had even registered that there were people at the desk. Soon three more people had joined us. A sales man walked by the crowd looked at us and walked away without a word (no "sorry for the wait someone will be with you soon" or anything similar). As I was about to walk out the door the woman returned to the desk and helped me. Another salesman arrived and proceeded to help someone who had just joined the line until the man with the return said that he was actually next and had been waiting.
The docking station I bought was junk, which I don't hold Vann's at fault for, but it was something I could have discerned had a floor model been available to try. Worst of all, I now have to go back to Vann's to make a return, ugh. Oh, and I have to do so within 15 days since I opened the box (they have a very rigid and old school return policy that seems so outmoded in the days of the Costco hassle free and happy return).
I see a lot of money invested in the physical appearance of the store and not much where it counts: inventory, staff, and customer service. I would be nervous if I had to go up against large chains like Lowe's and Home Depot, two places where I have had excellent and attentive customer service despite the fact that they are big box stores.
All told, I went into Vann's for what should have been a 5 minute transaction and was stuck there for 25 minutes; I left the store after an unpleasant experience, with a product that I am unhappy with and I am not looking forward to returning to Vann's. Not an upscale retail experience."

"I'm a very keen online shopper and am not an easily satisfied person. Of the many retailers I purchase from online, I can say Vanns is one of the top.

Looked around for a 5.1 speaker set up for my Home Theater and Vanns had great prices both on their regular and clearance outlet sections. I had to return a set due to buyer's remorse and the process was extremely pain free and efficient. Their staff is extremely courteous and to the point. Will definitely consider future purchases from Vanns!"

"Searched around for a 5.0 or 5.1 speaker system and a receiver that handles 3d. I decided on the denon avr-1911. I looked around at prices and found the jamo s606 on sale at vanns for an amazing price. I called and they were able to bundle the two together and were very nice and offered a little more off. Fastforward to 5 days (4 business days) later and I have both items. I love the jamo system and the denon. Wonderful service and communication thruout. I will gladly buy again and will recommend them to friends. "

"I have purchased a number of things in many product categories over the last few years. My last purchase for a digital camera was ~$75 cheaper than any place i could find on the net.

Competitive prices, not tax AND free shipping! Tough to beat. I've only dealt with their customer service twice and both experiences were good.

Check out their clearance section for some great open-box deals."

"i ordered the new samsung PN59D550 plasma tv.. everything went great.. tv came in great shape.. they say if they lower the price within 15 days that they will refund the differance.. 1st call they say ya no problem should take 4-5 days... i wait a week.. no refund ,, call agin.. get some lady who is rude.. says she well send it to the accounting office should take 7 days.. well it's be over another week... i guess i will call agin.. i had nothing but good to say about them on a TV fourm i am on, and sent a bunch of guys there.. if they would just follow thru with what they say, they would have a prefect score from me.. i do understand that things do happen.. so they will more then likely come thru. oh..if you call.. ask for Joshua.. he was great to talk with.. i give him a 100% for all he did . what a nice guy ! i was right vanns did take care of it.. Thanks.. oh i forgot to say also, when i called the first time about the price drop, they had the 3D glass as part of the promo thru samsung, while samsung would not pay to give me the glasses, Vann's stepped up and gave me a pair ! they paid out of there pocket. which meant alot to me.. i usely get the lastest TV's out every year.. and the next one i buy will be from Vann's agin.. they have gone out of there way to make me happy, and keep me happy .. That is what you call good customer service !"

"Flawless execution!

I ordered a 55-inch Samsung LED television. Vann's met my expectations every step of the way, from the time the order was placed to delivery. The TV arrived in perfect condition, including the box. Last, but not least - the price couldn't be beat!

Thanks again, Vann's! Keep up the excellent service!"

"Since I have received my Panasonic blue ray disc player on 1/24/2011 I have not trued on my regular satellite provider. I enjoy the features and the variety of entertainment choices so much, I have had no interest in any other source but my blue ray. It is soooooooooooo easy to use, I am an old lady and not too techy. I had to make a call for assistance in setting it up and the person on the phone was delightful and took me through it step by step, then told me it was "fun" working with me. What service! I ordered it on the net and it was delivered before the date specified in excellent condition. The price was less than I found in the retail stores in my area which included shipping charges. All in all it was a very pleasant experience and I intend to go to this site first when ever I have need of any further electronics. I also found that I like "techy" and now that the door has been opened with my new blue ray, who knows how far I will go? Look out Angry Birds, here I come!"

"I ordered a set of speakers through Vanns and my credit information got stolen and used to buy $328 worth of gasoline from neighboring states. Be careful ordering through them, their employees may steal your information like they did mine."

"my experence with ordering from Vanns was most positive. Items were shipped promptly with e-mail updates. I was most impressed how the items were prepared for shipping.All my items arrived damage free.Will shop again with vanns!"

"Shipping woes ...and poor communication from customer service by Vanns. Rest seems good.....
Vanns is a responsible vendor -only caution is to keep your patience through the ordering , shipping and delivery process.

I hope Vanns does better homework in the next few months , so people can look to buy regularly .

Dec 27th -The TV came without a remote and I have to suffer through partial setup as there is no remote. Remote takes 7 to 10 business days to come directly from Samsung.Delivery of TV bundle by fedex was fine.

Dec.23rd A further update . Poor communication wasn't a good enough word. After me following up every single day since 17th Dec , when I had originally placed the order for a DELIVERY of 22nd DEC, - the order shipped ONLY yesterday 22nd DEC - and the tracking number in the mail says FEDEX , but in their site says UPS. Every single day i was told it would be shipped that same day... These are not issues with carrier , but with VANNS shipping itself.
The delay is sooooo bad , that inspite of every commitment I got of a before christmas delivery - FEDEX now says it will happen only on 27th DEC. So am I supposed to crash all my vacation plans and just wait for it...

I wish there was a redressal to address miscommunication and mis-management and not just mere fulfillment of an order. I would like all of you to re-consider delivery and shipment process before you buy at VANNS.com.
I am usually a very considerate person - and its in my nature to empathize with the other party before I react.
I can take a delay in delivery just fine if i was communicated to truthfully and given the due respect as a customer.
This is the first time that I am ever taking heart to write such a review.... Pray its only me facing this issue.
But at this time I am just lowering my ratings..

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An update - the supervisor from vanns just called up and spoke and clarified some of the shipping issues they are having. I want to acknowledge and appreciate vanns taking initiative being a responsible and responsive seller .
My order is to reach tomorrow - 23rd dec. Im eagerly waiting to see how the delivery goes.


Poor communication. I am disappointed with the mixed signals sent out by the service representatives at vanns. For a moment I started doubting if my order will even be fulfilled.
I ordered a samsung led tv un46c9000 online on 17th dec. 2010. Due to some billing address issues the order finally got placed on 20th dec. The service person told me that the order will be shipped the same day and infact I got an email to that affect saying that I should have an order tracking mail within 24 hours.I told specifically that the order has to come before Christmas , as I am away next week. I never got the order tracking email and when I get to the vanns.com site it keeps saying order tracking error all the time.
I called again on 21st dec and the person told me the order hasn't shipped yet , but it was getting shipped on 21st itself and that I will get an email with order tracking.
22nd dec and still no change. I called them again and after much deliberation , the service person spoke to the shipping dept and tells me I will get the delivery by 23rd dec and gives me a fedex order tracking no. which does not exist in fedex system. While it entirely possible the order has been tagged with order no given to me and has not yet made it to fedex system , as a customer this is a painful process to go through especially if the item being bought is worth 2500$.
A delay in ordering and delivery is acceptable to some extent , but poor or mis communication is not ... I vanns can at least give a clear and true picture of orders and status so customers feel less hassled. Just this alone drags down the ratings.
I had to again call in today 22nd dec"

"Ordered a 47 Inch LG TV on Nov. 29th. I ordered on the phone and the rep told me the TV is shipped freight and I would need to call them to schedule a drop off time, a day later I received an email and much to my surprise saying it was shipped UPS. It was scheduled to be delivered on Dec. 9th, I called UPS to inquire what I could do since I was not going to be home, and they told me the package requires a signature.

Well much to my surprise again when I got home that night, I find a huge box sitting outside my condo that looks like it was dropped off a roof. When I get the box inside a find the TV screen is cracked. Who dropped the ball here, UPS? Vann? Who knows, but who also leaves a $1200+ tv outside in 30 degree weather.

I call UPS and open a claim since Vann is closed for the night, the next morning I call Vann and they tell me they are sorry and send the TV back, I inquire about a replacement and told the TV is out of stock but they may be getting some in a day or two. I'm told once they get the TV back they can ship me a new one, obviously I just waited 10 days for my new TV, and don't want to wait another 10-20 days for the TV to go back plus a new one to be shipped. They tell me they can send me a new TV but they need to recharge my CC. I place the order, and this time I'm told they are shipping it Fedex Freight.

Fast forward later in the day I have still not heard what I'm suppose to do with this broken 80 pound TV in my living room, a call Vanns again and I'm told UPS will contact me. A few hours later they do and schedule to come pick up the TV on the coming Monday.

Monday I also get a call from Fedex telling me they need to deliver my new TV on Thursday so I am forced to take off work to wait for 4 hrs for them to show up. Luckily this TV arrives in 1 piece.

As for now I'm currently sitting here with 2, $1200+ charges on my credit card) checking tracking the TV has already arrived at Vanns.

After a few post on Facebook (showing what a bad shipping job was done, one of the reps asked what he could do it make it up, I emailed them but still have heard nothing back.

On a side note the price of the TV has already dropped, I'd be lucky to even get that back for all my troubles.

As it stands now while Vanns has some good prices, their customer service nullifies them.


**Update** - 12/30/2010 - After speaking with a very nice rep at Vanns, who made sure I got my TV refund as well as my price match in a timely manner, I give a lot of extra credit to their customer service dept. I'm still disappointed in what I went through, but at least they tried to make up for the mess."

"I tried to buy a set of Def Tech speakers on Amazon.com from this seller. Price when I added it to the cart was $149.88 when I went to the cart it was $179.88....Can you say bait and switch? AKA: Fraud????
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On calling Vanns myself they are willing to honor the price. Amazon "called them" while I was on the phone with them. I think my "bone to pick" is now with Amazon and not Vanns.

I will update after the transaction concludes with them.
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Amazons Policy is a good read!
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I called to order these tonight bypassing Amazon and so far so good. They were pleasant on phone and the ordering process was the smoothest I've had in some time.
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Order arrived today, 2 days to ship, Product as described. Thanx guys... wish Amazon would respond. I wouldn't hesitate to use vann's again. "

"I purchased a Samsung LN40C650 40-inch LCD television from Vann's. All the details of the transaction were processed correctly, the first time. The television arrived on the day promised and it was double-boxed and well-padded. That's all good, but then that's what consumers have a right to expect.

On the other hand, communicating with Vann's is slow and aggravating. I had a pre-sales question, and after several days of back-and-forth e-mailing -- because answers were either vague or irrelevant -- I finally gave up and picked up the phone. (Vann's did not offer online chat at the time of my purchase.)

In similar fashion, you eventually do get a tracking number from Vann's, but like everything else, it's a slow process. First, you receive a shipping confirmation that simply says "If you have received this email before 12 PM MST on a regular business day, your order will be shipped out on the same day." To get more information, you have to input your order number into Vann's order tracking web page. When I tried this, I received either conflicting information or: "Sorry! Our order tracking system is not responding at this time."

Vann's will refund the difference if it drops the price on your item within 15 days after purchase. But after 11 days of back-and-forth e-mailing to process a measly $10 price-match, I have still not been credited.

Meanwhile, I received three unsolicited e-mails from Vann's trying to sell me an extended warranty.

Overall, my impression of Vann's is that it's run by well-meaning, hard-working people, but they need to improve the way they communicate with their customers. For that reason, I would hesitate to purchase from Vann's in future.
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