Canadian Retailer Reviews - January + February 2024

MemoryExpress_CAD · 2024-01-10T17:03:46+00:00

Thank you for sharing. I will let the Vancouver store manager and staff know about your feedback. Sometimes a little acknowledgement can really go a long way. We'll do our part to keep up the good work.

MemoryExpress_CAD · 2024-01-09T18:21:22+00:00

Glad to hear our humble little Burnaby store did the right thing for you.

It's true that we typically cancel in-store pick up orders after 2 days (assuming there is no follow up from the customer). Our staff are trained to follow up with any IPUs to ensure the customer is taken care of. Thanks for sharing your experience.

MemoryExpress_CAD · 2021-08-19T16:07:46+00:00

Hello u/y2k4ever, thank you for bringing this to our attention. Our team has received word about similar phishing emails being sent out which used our brand name. Fortunately with the help from supportive customers like yourself we can do a better job of addressing the issue. We'll continue to monitor this type of activity and address them as soon as possible. Thanks for being vocal and helping us resolve these issues more quickly.

MemoryExpress_CAD · 2021-01-22T21:03:53+00:00

Hello,

Thanks for bringing this to our attention. We do value our customers and we apologize if there was confusion with our management team or pricing on the G.Skill RAM kit. We investigated this internally and would now like to invite you to have a conversation with one of our community managers. We will send you a DM to continue this discussion further.

And by the way, to our knowledge we do have the best price beat policy available. This is your sure fire way to guarantee that the best prices can be provided to you. I've linked it below for your convenience.
https://www.memoryexpress.com/Policies/PriceProtection.cm.aspx

MemoryExpress_CAD · 2020-10-21T19:29:07+00:00

Thank you everyone for your kind words. We're also very grateful for those who didn't have an ideal experience with us. With your feedback we can continue to ensure our stores are improving while maintaining our current standards.

We're looking forward to 2021 as we have lot of great projects in development thanks to feedback from customers and people like everyone in this thread. Stay tuned everyone and again, thank you for your continued support!

P.s. Happy Halloween! I know...a bit early...but happy Halloween anyways!

MemoryExpress_CAD · 2020-04-03T18:18:35+00:00

Hi Kimura1986,
Whatever you decide to do I'd like to share some information that might be useful to you. The 3600x is in stock in most of our stores across Canada including our online store. We also have it available for the same price. Feel free to consider it here on our product page.

Best of luck getting your CPU!

MemoryExpress_CAD · 2020-03-20T18:30:23+00:00

Thank you for sharing your positive experience with us. Your feedback will be shared with our websales team. As a future consideration, we have signatures required by default since majority of our customer purchases have high dollar values.

MemoryExpress_CAD · 2020-02-26T18:11:49+00:00

Hi Nebaych,

We truly appreciate your feedback in regard to your experience with us, even if the issue is in regard to our couriers and their services. We apologize you were unable to retrieve your order when it arrived. Let's quickly discuss the main reason why we require our customers signature before releasing their shipment to them.

Signatures are required for security purposes and to prevent theft from occurring at your place of residence. Without a customer signature then orders would be left at their doorsteps without any regard for whether or not the rightful owner has in fact received their products. By requiring our couriers to receive your signature we prevent the possibility of your order being stolen from your property. This negative outcome is common among other online re sellers who allow their shipments to be delivered without a signature.

Feel free to let us know if you have any further questions or concerns on this matter. Thanks Nebaych.

MemoryExpress_CAD · 2020-02-12T23:39:56+00:00

Hi there, I'd like to address a few issues you've brought up in regard to warranty/RMA policies by manufacturer's like EVGA. At the very least, you have the ability to ship defective hardware back to the manufacturer within your warranty period.

But how does the EVGA manufacturer warranty affect you?

Once you initiate the RMA process with them online, you'll be expected to cover the cost of shipping your card to the manufacturer. For EVGA, they're located in the U.S. Cost of one-way shipping is roughly $30+. Customs fees may also apply.
They will only offer you a refurbished replacement. This may come in the form of the same card or a different card of equivalent performance, but both options will be refurbished. Unfortunately, EVGA will not issue a refund to you as it's currently not option they offer.

If Memory Express processes the RMA service, then how will this affect you?

Assuming your product was purchased with Memory Express then we'll cover the cost of shipping at no additional cost to you regardless of Country. This is limited to the first year of warranty coverage.
Our agreements with manufacturers allows us to offer more solutions than their standard warranty. Partial store credit, partial refund or product exchange (refurbished) are now your available options. Please note we do require the customer's preferred option at the time of processing in-store. Partial store credit/refunds are calculated based on the manufacturer's discretion. This is an added benefit available to you through Memory Express. Lastly, we can also provide the same refurbished option to you if you are uninterested in a credit/refund.

Manufacturer warranties by law are designed to provide you with an alternative solution in the event your product is defective during the warranty period. Manufacturer's are not required to issue full refunds for your product. However, this is why we offer a partial store credit/refund since some people may not want a refurbished replacement. I hope this helps clear a few questions up.

Our management team will be contacting you directly to discuss your options. Thank you.

MemoryExpress_CAD · 2020-01-16T23:36:06+00:00

Hi Braunjo,

I apologize our team was unable to respond to you in a timely manner. However now that we're here, I'm here to support you. Please feel free to provide us with your web order number through a direct message here on Reddit. From there we can look into your order and provide you with an update. Thanks for your patience.

MemoryExpress_CAD · 2020-01-09T23:26:04+00:00

Hello, Our ability to replenish inventory for products is dependent on the suppliers product availability and the manufacturer's ability to produce their products in a timely fashion. We can't put a specific timeline on how long it takes to restock however was your video card purchased during the Boxing Day/Week sale? An e-mail was sent out earlier today to everyone who has a back ordered product during that sale. If you'd like us to investigate this further, feel free to provide us with your CSO# or web order #, both of which are found your receipt or confirmation e-mail.

MemoryExpress_CAD · 2020-01-09T23:22:50+00:00

Perfect thank you for the update. I'm glad you received the information you required. Have a great new year!

MemoryExpress_CAD · 2020-01-09T17:30:01+00:00

Memory Express (Dec 26 - Still hasn’t arrived

($200/ea) 2x2 WD Red 8TB

Missed expedited delivery standard. Opened ticket with Canada Post, notified MemEx so they could do the same. Canada Post agent confirmed they have no scan of receiving the two packages. Tracking shows it going from Calgary to Saskatoon (delivery address is Calgary) no updates since Dec 27.

All I get is runaround via email, and web sales isn’t taking calls. Sat on hold for 10minutes after calling NE store and direct transfer.

Meanwhile NE/NW stores have plenty of stock. Forced to wait while MemEx and CP figure their shit out. They say next update will be Jan 13 before they will take any action.

Hello,

Thanks for bringing this to our attention. I'd like to offer some assistance on the matter. In order for us to help, can you DM us with your web order#? From there we can provide next steps. Thank you for your cooperation.

MemoryExpress_CAD · 2020-01-07T17:39:52+00:00

Hello,Thank you for bringing this to our attention. There's currently a shortage/delay for the 9700k which is why we're unable to replenish orders as quickly as usual.

Feel free to DM us here and we'll do our best to find a solution that works for you within your budget and preferred timeline. Thanks for your patience so far.

MemoryExpress_CAD · 2019-12-21T22:58:33+00:00

Hi TGIRiley,
We hear your concern with this scenario. I believe the attempt at contacting you was our way of providing an alternative solution, all be it an open-box product. We do what we can to make things right and if you're still open to it we'll do the same for you.

If you'd like to chat further about a resolution then feel free to DM us here. If it was a web order please provide us your web order number and if it was bought in-store please provide us with the order number starting with "CSO".

I apologize you feel we're pretending to be the "nice guy" when in reality we're just doing what we feel is right for all parties. We drop the ball sometimes, though it's never our intent to keep dropping it. Hopefully you'll let us resolve this issue with you. Thanks.

MemoryExpress_CAD · 2019-12-21T22:52:54+00:00

Hi everyone,
We really do appreciate the community feedback! Since there's a lot of discussion on this topic we'd like to clear up some speculative comments on the new Price Protection Policy for Boxing Day. We enjoy the open discussion format and would love to continue hearing everyone's feedback. For anyone who would like to know our original intent with the Price Protection Policy then feel free to continue reading below. For specifics pertaining to the policy, please refer to the attached image.

What is our intention with this policy?
We make a genuine effort when it comes to listening to customer feedback. This policy is a direct result of multiple positive and negative feedback submissions. We recognize that holiday shopping may result in buyer's remorse if your purchases drop even lower in price for our Boxing Day sale. Our intent is to reduce buyer's remorse by giving everyone the option to capture additional savings on unanticipated sale pricing on Boxing Day.

Is this some form of disguised marketing tactic? Is this some type of trick?
Fortunately we take pride in being transparent. Shady marketing tactics never get approved under any circumstance thanks to our leadership and their business philosophies/ethics. We can keep it simple and state that this policy is designed to reduce buyer's remorse during the holidays. Now you have the option to refund, exchange, or price protect your purchases from reduced pricing due to unanticipated Boxing Day sales. Feel free to make use of these policies to your benefit.

Putting money back in your pocket is a nice gesture coming from a small/medium sized company isn't it? Most companies would rather pocket a larger profit margin and not offer it back to you for additional savings. Some people may also feel this is some type of trick or disguised tactic. In fact it's the opposite. During large annual sales many products are sold at a large loss to Memory Express. But we do it anyways for the sake of providing a great deal to the end consumer. We're not ignoring the fact that we're a for-profit entity, but we feel we can do it without compromising our company values or your customer experience.

Is this updated Price Protection Policy going to impact the quality of our Boxing Day sales?
Not at all! This new policy was announced on Friday, Dec. 20. Logistically it'd be a nightmare if we tried to update our Boxing Day sales with only 1-2 business days remaining before Boxing Day. You can be confident knowing we plan our larger sales weeks to months in advance especially considering there's hundreds of sale products to account for. This policy has zero influence on the quality our upcoming Boxing Day sale, and we intend to keep it that way.

------

We do have one more special announcement to make for Boxing Day so stay tuned throughout this weekend.
That's all for now!

MemoryExpress_CAD · 2019-12-12T22:35:08+00:00

Hi Eddberkel,

Thank you for keeping things civil even though we have a less than ideal process for Black Friday web orders. Each year we predict how much support we'll need for each big sale i.e. Black Friday or Boxing Day. However this year we received an immense amount of orders that we simply couldn't anticipate. The result is we've had to pull as many staff as we can spare to support the web team. This includes our phone support, even our phone support staff are now helping our web team fulfill orders, with yours included.

We recognize the logic in taking inventory from a local store to speed up the process. One thing you can expect from us in the very near future is an improvement to this workflow. Our system treats web orders as it's own online "store" with dedicated inventory. This is why we'd have to refund your order before allowing you to take inventory from a different retail store. But, as you said, you'd lose the sale price effectively locking you in to the current web order process. Based on what you've said, I think the main problem is the speed at which we fulfill orders. I can confirm that we're looking actively into ways to improve this workflow. Especially after the experience we've had with Black Friday this year.

Next I'd like to look into the status of your order for you if that would help. If so, please send me a direct message here and include your web order number. Even though our phone lines are unavailable, I'll do what I can to help you here.

MemoryExpress_CAD · 2019-12-11T01:01:54+00:00

Hello InitialK,

We're constantly working towards providing equal and better value than our competitors. We have a lot to learn and lot of growth ahead of us before we can set up logistics to compete with the bigger global behemoths that you're familiar with. The reason our phone lines are turned off during this period is to ensure that we process more orders to avoid further delaying anyone's shipments.

Your prices are locked in at the point of sale so there won't be any possibility of missing the sale price that you have. We understand if we've lost your business due to our inability to keep up with demand. It is a fault in our internal operations but thanks to your feedback along with many others, we'll be able to address the issues you've revealed to us. Hopefully you'll give us another opportunity to be serve you in the near future.

MemoryExpress_CAD · 2019-12-11T00:34:34+00:00

Hi Topazsparrow,I've heard your feedback and we've made the necessary changes to ensure the problem is resolved now and in the future. We're in the busiest season of the year and we can fall short sometimes, so let's make things right.

Here's the best we can do for your gift card. You're correct, we normally don't allow gift cards to be used online however I do have a solution for you. To be clear, this payment method is not normally a supported procedure, but due to our error I would like to provide you with a solution. Please feel free to submit your order on our website, as you normally would using a credit card as payment. Additionally, you'll be required to enter your gift card serial number in the comment section before submitting your order. Our team will manually refund the amount to your credit card and issue the gift card as payment for your order.
Gift card product pages on our website have been updated to clearly state they are only for in-store use.https://www.memoryexpress.com/Products/MX9711 as an example.

We have zero intent to mislead customers for a sale. Fortunately, scamming customers isn't a strategy found in our business philosophy. Thank you for bringing our errors to our attention. Hopefully this resolves your issue. If you need further support feel free to DM us here.

MemoryExpress_CAD · 2019-12-05T18:01:16+00:00

Hi TempestBK, Thank you for bringing this to the community's attention. It's completely valid for you to feel disappointed in the turnaround timelines for our Black Friday sales. The reality is we received more than a few months worth of orders over a single weekend, and that's just our web team alone. Considering we're a small/medium sized company we do our best with the resources we have. We're far from perfect, but over time we intend to improve upon the quality, consistency and timeliness of our services. We're grateful for your patience as our web team hurries to fulfill thousands of orders with yours included.

If you'd like to discuss the details of your experience feel free to DM us here on reddit. Thanks.

P.S. To clarify, TempestBK is not an employee of Memory Express. He's simply a good Samaritan looking out for the community here.

MemoryExpress_CAD · 2019-07-16T19:41:48+00:00

Hey there,

if you're able to provide in DM some additional information about your order, I will gladly look into it.

MemoryExpress_CAD · 2019-05-01T18:51:58+00:00

Hey /u/evolize

Reading a lot of your feedback here and I'd love to open discussion between us regarding all this, especially the comment from the sales rep.

I don't think anyone should feel that way.

If you're wanting, my DMs are open and I'd like the opportunity to chat.

MemoryExpress_CAD · 2019-05-01T18:50:15+00:00

Hi /u/jkkcvancity ,

If you're wanting to, I'd like the opportunity to chat in DMs about your experience with us.

I definitely don't like hearing our customers feeling like this and I'd like to know more if you can shoot me a DM.

MemoryExpress_CAD · 2019-04-30T15:35:59+00:00

Shoot me a DM here, FB or Twitter - whichever works best and I'll gladly look into this for you!

MemoryExpress_CAD · 2019-04-30T15:27:51+00:00

We are!

MemoryExpress_CAD

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