Appliance Zone, LLC

[redacted] placed an order on November 02, for one (1) Range Control Panel Assembly, Part # Unfortunately the Manufacturer has increased the cost of the itemIf we would have had any of these which were purchased from the Manufacturer at the previous lower cost currently in inventory we would have gladly filled the orderWe did not and the item from the Manufacturer is now at a higher cost to us and the price has been raised accordingly on our sitePlease Note as stated on our website in our Terms and Conditions – “ApplianceZone reserves the right to not sell any product below its costPrices and availability of products on the Site are subject to change without noticeErrors will be corrected when discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted)We apologize for any inconvenience this has caused Our company emailed Mr [redacted] on the morning of November 02, explaining the situation, and we offered to fill the order at the new price with his permission, we also explained that we could cancel the order if this was not satisfactory to Mr***We received no reply to this email Mr [redacted] contacted Customer Service via “Live Chat” on November 13, inquiring into the shipment of his orderOur Customer Service Representative replied to Mr [redacted] with the explanation from the email sent on November 02, Mr [redacted] replied back that he did not accept the additional expense and we immediately cancelled the orderA refund in Full was issued in fullMr***’s order was cancelled on November 13, and Mr [redacted] received a full refund for this cancelled order If there is any other documentation you may need or if anything is unclear please contact me.Thank You, [redacted] ***Appliance Zone

[redacted] placed an order with our Company on March 20, for one (1) Microwave Outer Door Frame (Black), Part# and one (1) Microwave Grille Vent, Part# On May 2, Mr [redacted] did request to cancel the one (1) Microwave Outer Door Frame (Black), Part# due to the Backorder statusThis item was cancelled upon his request At that time we were told by the warehouse that the one (1) Microwave Grille Vent, Part# was expected in and would ship immediately once receivedAt this time the one (1) Microwave Grille Vent, Part# is still currently on backorder We apologize to Mr [redacted] in regards that the items he had ordered were on BackorderThis was however a nationwide manufacturer back order meaning that the part was unavailable to all suppliersWe have 30+ warehouses nationwide with the largest parts distributors, and the part is currently out of stock at all locationsWe understand the frustration that comes with having an item on Backorder and we work diligently to fill backorders as soon as possibleIn cases such as these we rely on information provided to us by the Part Manufacturer, in this case that would be WhirlpoolWe receive our ETA’s (Estimated Time of Arrival) from the Manufacturer and unfortunately sometimes these do get pushed back to a new date The remainder of Mr [redacted] ’s order has now been cancelled and we had confirmed with the Distributor that this had been cancelledMr [redacted] has been issued a full refundAgain we want to apologize for any inconvenience and frustration this order has caused him and understand Mr [redacted] ’s order was cancelled and Mr [redacted] has received a full refund for this cancelled orderIf any other documentation is needed please let us know Thank You, [redacted] Appliance Zone

Good MorningThe customer placed their order on November 14th Our website indicates orders require one business day to processEstimated shipping transit times are based on when the order ships and now long the order is in transit to the customerAfter processing completed the order shipped the next business day on November 15th on USPS Tracking Number [redacted] Per the tracking the order delivered on November 17th 2016, the second business day from the day the order shippedThis is within the 1-business day time frame that was chosen at check outThank You

We apologize for any inconvenience this has caused for the customerThe refund has been issued to the customer as promised prior to her complaintThis refund was processed on our endThe notes from the order itself state: Cancelled due to Backorder Full refund issued for $for order number [redacted] for TransactionID [redacted] This has now been released on our end to the customer's PayPal account and she should see this in her PayPal account shortlySome refunds may take 1-days to show on their end depending on the financial institution, however, this has now been released on our end and her desired settlement has been fulfilled.If any further information is needed, or if anything is unclear, please contact me.Thanks!

March 6, Complaint ID [redacted] [redacted] To Whom It May Concern: Ms [redacted] placed order # on 1/12/and did correspond with us via chatThe order shipped 1/13/and was received on 1/15/Ms [redacted] reported that she had received the wrong part via chat on 1/15/We discovered our distributor had this part listed incorrectlyWe then contacted our research center in order to begin processingIn an e-mail dated 1/16/Ms [redacted] conveyed her concern about getting the part returned to usWe assured her that there would be no responsibility on her part for the returnOn 1/19/Ms [redacted] e-mailed wanting a Return Authorization for the partWe e-mailed her on 1/19/letting her know that we were corresponding with the research teamWe can only issue a pre-paid label with the Research Teams approvalOn 1/20/we let Ms [redacted] know that there would be no need for the return of the partThe part was hers to keep for the inconvenienceOn 1/20/we immediately forwarded the customer’s information to the credit department for processing On 1/21/Ms [redacted] asked if the refund could be used for the purchase of the correct partOn 1/21/we then issued in-store credit and began processing their new order # [redacted] On 1/22/Ms [redacted] e-mailed us to see if her new order had shippedMs [redacted] was notified that the part was on a Nationwide Back OrderMs [redacted] agreed to wait until 1/26/On 1/26/the customer was notified that the part was still on a National Back OrderOn 1/27/Ms [redacted] indicated that she would be willing to wait and hoped the part would be available by 2/4/The part remained on national Back OrderOn 2/8/Ms [redacted] indicated that she were no longer willing to waitOn 2/8/we then forwarded Ms***’s information to the credit department for processingOn 2/12/the credit department began the process to reverse the in-store creditOn 2/21/in-store credit was refunded and issued back to the customer’s credit cardOur policy states it takes 10-to process reimbursementsWe never stopped working on their behalfI hope that the customer can see that in the unrelenting correspondence we maintained via e-mail If there is any other documentation you may need please contact me Thank You, [redacted] Appliance Zone

Good AfternoonPer your request to keep the order until the part came into stock, the part did come off back order and the order shipped today on FedEx Smartpost Tracking number [redacted] .Thank You

Good afternoon! I am sorry for the delay with your order, and any inconvenience this may have caused youThere was a slight delay on the filter that you orderedThis product was temporarily out of stock, and we were waiting on our stock order to arrive from the manufacturer of these filters I can assure you that your order was shipped as soon as stock arrived at our warehouseUnfortunately, we do not have a telephone service as we are on Online Company onlyThough we do have our Live Chat feature open from 8AM to 10PM EST every day! We are always accepting emails as well, and those will be answered during the business hours previously listedYour order has been shipped via [redacted] with this tracking number [redacted] Here is the tracking link as well, to view progress on the shipment and an estimated delivery time [redacted] Please let us know if you have further questions or concerns at allWe will be happy to assistThanks for your business and I hope you have a nice day!

Good afternoon! I apologize for the inconvenience with your orderUnfortunately, per our Standard Return Policy, if a part is installed or plugged in at all it will not be eligible for a refundYou can check out our Return Policy at this link : http://www.appliancezone.net/shipping-returns/Though as a time courtesy we would be happy to take both of the parts backWe could have an In Store Credit issued to you for the installed part, and we could have a refund processed to your original payment method for the uninstalled partUnfortunately, shipping costs are non-refundable and we do not cover the cost of the return per the Return PolicyI have included exerts from the Return Policy belowI will note your order if you wish to return the parts, to have the Store Credit issued for one and a refund issued for the otherYou could use the Store Credit towards a future purchase on our site and the Credit would never expireI do want to apologize for the inconvenience this has caused but as we only sell new replacement parts on our site, our Policy must stand as it isPlease let us know if you have questions or concerns at any time and we will be looking for your return should you want to return the parts within daysThanks for your time and have a nice day! [redacted] * Return AuthorizationPart(s) may not be returned without the Return AuthorizationAppliance Zone has the right to refuse any unauthorized packageAny parts returned without obtaining a Return Authorization will be charged a 50% restocking feeAn unauthorized package is any part return that has not been given an RA number or any part found to have been previously installed/used.Unauthorized packages may be refused at the warehouse and returned to the senderCustomers may incur the cost of shipping the unauthorized package back to the senderFor items cancelled or returned due to reasons other than an error on our part, the actual cost of shipping will be deducted from the refund and Appliance Zone is not responsible for return postageParts in non-OEM packaging will be declined for a refund.Used & Installed PartsFor the purposes of this policy, electrical parts are considered installed when the wires and or harnesses are attachedElectrical parts that have been pluggbut have not had power applied to them are still classified as having been installed and do not qualify for returnGas components include, but are not limited to, items such as gas valves, pressure regulators and safety valvesThese items cannot be returned if the gas lines or electrical connectors have been attached

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sendi [redacted] it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards, [redacted] **

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Appliance Zone has only included a section of the forum posted I had dialogue with the tech for trouble shooting I can not provide the screen shot because they have shut me out of the account The tech told me that is was highly unlikely that the part was defective We had certified appliance technician take a at the part after install He believed the part, though it was the correct part for the ice maker it was quite not the right fit Again, I would have been happy to have sent back the piece back in September This part supposedly had a " year warranty" Why would a company make it so difficult to return an item and not stand by what they sell As stated below the Credit Company found my complaint in favor and that is where an agreement has been reached If there was still supposed debt , why did appliance zone send me any invoice? If they did, where is the proof Also, I would like to see proof that [redacted] , the collection agency you hired, attempted to collect the debt as stated by law I again request that this matter is resolved or I plan on placing a complaint with the Attorney General's Office in Indiana for unlawful practices

June 17, Complaint ID [redacted] [redacted] To Whom It May Concern: [redacted] placed an order with our Company on April 13, for one (1) Refrigerator Control Board, Part# and one (1) Dishwasher Detergent Dispenser, Part# Mr [redacted] ’s order was shipped on November 06, and delivered on November 11, via UPS Mr [redacted] emailed our company requesting to return the one (1) Refrigerator Control Board, Part# Our Customer Service Representatives issued Mr [redacted] a Return Authorization Label to return the item Mr [redacted] returned one (1) Refrigerator Control Board, Part# to our Distributor warehouseOur Distributor warehouse refused to issue credit for this part as it had been returned installed As a courtesy we had made a one-time exception and on June 8, issued a refund in accordance to our Return policy for the returned installed part If there is any other documentation you may need or if anything is unclear please contact me Thank You, [redacted] Appliance Zone

August 4, Complaint ID [redacted] [redacted] To Whom It May Concern: [redacted] placed an order with our Company on July 16, for one (1) Refrigerator Meat Pan, Part # 2218132K We apologize to Ms [redacted] in regards that the item she had ordered was on BackorderWe have 30+ warehouses nationwide with the largest parts distributors, and the part was at that time out of stock at all locationsWe understand the frustration that comes with having an item on Backorder and we work diligently to fill backorders as soon as possibleIn cases such as these we rely on information provided to us by the Part Manufacturer, in this case that would be WhirlpoolWe receive our ETA’s (Estimated Time of Arrival) from the Manufacturer We would also like to mention that due to our use of multiple distributors and warehouses our site does not state the status of an item’s availability Our Customer Service Department notified Ms [redacted] via email on July 20, that the item she had ordered was on Backorder Ms [redacted] contacted our Customer Service Department on July 28, stating she wanted to cancel the order; however when our staff checked with the warehouse they were informed that the order had already been processed as the item had been received and that the order was currently in Picking and PackingOur Customer Service Department explained to Ms [redacted] that they we unable to cancel as the order was in processMs [redacted] was very upset so our staff escalated the situation to managementWe were able to have the warehouse pick through the thousands of orders they had packed to locate Ms***‘s order and we were able to have the order cancelled Ms [redacted] order was cancelled on July 28, and Ms [redacted] was issued a full refund on July 28, Again we apologize for any inconvenience this has caused Ms***’s order was cancelled and Ms [redacted] received a full refund for this cancelled orderIf any other documentation is needed please let us know Thank You, [redacted] Appliance Zone

[redacted] placed an order on Friday, September 26, for one (1) D Range Window Pack, Part # 5700M600- Unfortunately the Manufacturer has increased the cost of the itemIf we would have had any of these which were purchased from the Manufacturer at the previous lower cost currently in inventory we would have gladly filled the orderWe did not and the item from the Manufacturer is now at a higher cost to us and the price has been raised accordingly on our sitePlease Note as stated on our website in our Terms and Conditions – “ApplianceZone reserves the right to not sell any product below its costPrices and availability of products on the Site are subject to change without noticeErrors will be corrected when discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted)We apologize for any inconvenience this has caused Our company emailed Mr [redacted] on the morning of Monday, September 29, explaining the situation, and we offered to fill the order at our cost (not the updated cost), we also explained that we could cancel the order if this was not satisfactory to Mr [redacted] Mr [redacted] emailed back the evening of Tuesday, October 1, stating he did not accept the additional expense and we immediately cancelled the orderA refund in Full was issued the following morning on October 2, Mr [redacted] ’s order was cancelled on the evening of Tuesday, October 1, and Mr [redacted] received a full refund for this cancelled order on the morning of October 2, If there is any other documentation you may need or if anything is unclear please contact me Thank You, [redacted] Appliance Zone

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The response from ApplianceZone.com does not resolve the complaint Specifically: (1) The part ordered on the ApplianceZone.com described and pictured a water tank The representation on ApplianceZone.com's website did not accurately describe the product I ordered a water tank as described and pictured, but instead received tubing These inaccuracies are the accountability of the merchant I have screen shots of the part ordered, its description and picture at the time of order Those do not match the product delivered (2) The tubing that was supplied does not fit the connections within my refrigerator In addition to not being the part that was ordered, it also is incompatible with my refrigerator and cannot function (3) A replacement was ordered from another vendor I received a completely different part than what was received by ApplianceZone.com The part from the other vendor fits the connections within my refrigerator and was installed without issue or modification of the refrigerator (4) ApplianceZone.com was contacted in writing with notice that the product is available for return in new and unused condition pending RMA and return shipping Neither have been supplied (5) ApplianceZone staff have changed their position in almost every transaction - first denying that they sent the wrong part, next acknowledging that the part is different "but will work", and now that again they send the right part The fact is that ApplianceZone.com advertised and pictured a part that is different than what they shipped, and the product shipped is incompatible with my refrigerator These issues are within the sole control of ApplianceZone.com and were not the result of any error on my part This transaction has been wholly unacceptable and I have observed no acknowledgment of responsibility or commitment to resolve the issue Please addend my rejection to the business response to my complaint to include the following and attached file.I have been unsuccessful in multiple attempts to resolve this issue with Appliance Zone Customer Service When I have explained that I did not receive the ordered product the initial response was that the ordered product was delivered to me, and then subsequently that the ordered product is no longer available and instead I was delivered a functional substitute The product I received is different than the ordered product and does not match the product image, name or description on appliancezone.com I did not receive the ordered product Instead I received a different product that does not meet my needs Specifically the product will not physically connect to the fittings on my refrigerator nor will it fit within the door assembly that contains the water tank.I have requested Return Authorization and Return Shipping from Appliance Zone to resolve this issue However the merchant has declined to provide return merchandise authorization or prepaid return shipping labels, even after multiple requests The product is available for return to the merchant in its unopened, new condition in its original packaging Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

May 4, Complaint ID: [redacted] To Whom It May Concern: As previously explained, Mr [redacted] opened Chargeback with his credit card company on January 6, At that point in time Mr [redacted] ’s replacement order had been delivered and received by himWe did in fact reply to the Chargeback As documented by the Screen Shot from our Credit Card Processor, once the chargeback was filed the funds for the order were removed and held as of January 6, and are not released until the case is closedWe have shown we currently do not have access in any way to the funds for this orderAt this time the case is still in processesWe have provided a Screen Shot of the Transaction Details for this order that state “This transaction cannot be refundedThe buyer has filed a chargeback” We no longer have any access to the funds for that order as they are removed until the case is settled between his Credit card Company and our Processor We were informed by our warehouse on January 21, 2015, after the chargeback was filed, of Mr [redacted] ’s returnUnfortunately as explained above we are at a standstill until the chargeback is resolvedAt that time we will be allowed by our Processor to move forward If there is any other documentation you may need or if anything is unclear please contact me Thank You, [redacted] Appliance Zone

March 7, 2016Complaint ID # [redacted] L [redacted] To Whom It May Concern:As explained previously, our Administration Page showed the refund issuedAs also stated previously we did contact our Credit Card Processor for more details regarding this transaction and help in resolving Ms’ [redacted] ’s concernsOur account manager found there was a failure for the refund to process due to the ageHe has since assisted us and issued the Refund from their end.We have included a Screen Shot from our Credit Card Processor’s site showing the refund issued in full.Thank You

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowIt took way to long to refund my money I was told five business days over and over and it took three times that amount Over twenty e-mails were sent and I kept getting the same [redacted] answer They managed to charge my CC in ONE day but could not refund my money for three weeks I don't even think they should have charged my CC until they know for sure they can ship the product ordered Either there is very poor management at this company or they are using people's money to fund day to day operations She makes no mention of this in her response as to why it took so long Do a quick search of this company on-line and you will see I'm not alone in my experience There should be some sort of investigation in to their business practices because this is happening way to often Regards, [redacted]

Good afternoon, I am sorry for the delay with your replacement order [redacted] and any inconvenience this may have caused youWhat you have been told is correct, this ice maker is on a back order with the manufacturer as their replacement part was being redesigned and quality control testedThis back order has lasted a couple of months now but I can assure you that your order does have priority to ship as soon as stock arrives at our warehouse from the manufacturerUnfortunately, we do not have control over the manufacturer producing this part so we are just as frustrated having to wait for this part to come in to fill our ordersIf you need to purchase the part elsewhere we could have the replacement order canceled and a refund processed for the original cost of the ice maker that you purchasedIf you would like to keep your replacement order in place to have it shipped as soon as stock arrives from the manufacturer, we could have shipping expedited to you as a courtesy due to the delayPlease let us know how you would like to proceed with the order or if you have questions or concerns at any timeAgain, I apologize greatly for this delay and the inconvenienceThanks so much! [redacted] **

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The business is attempting to frame their practices in a consumer friendly manner but are attempting to absolve all blame Order #( [redacted] ) - I accepted the initial refund without all shipping charge and return shipping because I thought I had ordered the wrong part from them even though their SEARCH results and item description show up for my model number They have since updated the page to reflect that it does not AFTER my 2nd order ( [redacted] ) and the whole ordeal Order #( [redacted] ) - After chatting with their CSR and verifying the correct part #, I ordered the new part number The company sent me the same part # that I RETURNED and had OPENED from order #( [redacted] ) and said their 'supplier' replaced the part Even if their supplier replaced the part number, why would a consumer be sent a previously opened/returned package? Their CSR comments were "the order is what it is" from when I complained to them I asked for a RMA -- they sent me the RMA label but not the return shipping label As a customer, why am I paying for a return on a wrong part that they sent meAfter numerous attempts to get them to send me a return shipping label, I initiated a dispute with my credit card company based on their in-actions and refusal to admit any type of wrong-doing Being that order #shows they clearly NEVER had the correct part # regardless of what I ordered in order #1, I initiated full dispute for both orders I have the full e-mail transcript (if needed) of my chat with their CSRs to prove their attempts at absolving themselves of wrong-doing and not paying for the return shipping on order # Regards, [redacted] **