Appliance Zone, LLC

Mr. [redacted] emailed our company stating that the part that he had received the incorrect part, our Customer Service Representatives reviewed the pictures of the item Mr. [redacted] received and these matched the part Mr. [redacted] had purchased from us. Mr. [redacted] had wanted a water Tank however the Manufacturer, L-G, no longer sells a water tank. Mr. [redacted] Purchased Part# 4838JA2002A which is a water line L-G now uses in place of the tank and Mr. [redacted] received Part# 4838JA2002A.   
        We issued Mr. [redacted] a Return Authorization for the part he ordered and received, Mr. [redacted] stated he wanted us to provide a prepaid return label. Our customer service Representative explained we can't issue a pre-paid label because the part shipped and received was 1) the part Mr. [redacted] ordered and 2) the correct part per the Manufacturer for his model. 
       [redacted] Has also filed a chargeback with his Credit Card Company against this order, As Mr. [redacted] has not yet returned the order we replied to the chargeback accordingly and our Credit Card Processor is now working with his Credit card company to resolve the matter. If Mr. [redacted] returns the order we will be more than happy you inform our Credit Card Processor and proceed accordingly in issuing a refund for the part.
      We have previously provided  is a copy of [redacted]’s order, the email thread with Mr. [redacted] as well as screen shots of the item Mr. [redacted] ordered as shown on other competitor websites showing this is the same as the part Mr. [redacted] received. If there is any other documentation you may need or if anything is unclear please contact me.
Thank You, [redacted]
Appliance Zone

Mr. [redacted] placed an order for one (1) Range Black Touchpad & Control Panel - WB36T10406.  Unfortunately the Manufacturer has increased the cost of the item. If 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 order. We 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 site. Please Note as stated on our website in our Terms and Conditions – “ApplianceZone reserves the right to not sell any product below its cost. Prices and availability of products on the Site are subject to change without notice. Errors 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] 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. [redacted] and a full refund would be issued. When Mr. [redacted] stated he did not accept the additional expense and we cancelled the order.         Mr. [redacted] has received a full refund for this cancelled order on September 23, 2015. Mr. [redacted] filed a chargeback with his Credit Card Company upon the cancellation of this order. We received notice of this Chargeback from our Credit Card Processor. Upon notice we accepted Liability, which means the funds from this transaction are immediately removed from our account and issued back to the Buyer. Mr. [redacted] needs to check with his Credit card Company because they have received the returned funds and should have applied them to his account. 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 December 03, 2014 for one (1) Range    Door, Part # 5304492767. Mr. [redacted]’s order was shipped on December 03, 2014 anddelivered December 05, 2014 via Fed Ex....

           Mr. [redacted] did contact us on December 05, 2014 stating the order had arrived butthat he had received the incorrect part, he stated he had received a grill ventinstead of the Range Door. This was simply a Mis-pick from the warehouse. As Mr.[redacted]’s order had shipped from our Distributor warehouse, they require we sendan image of the incorrect part so that they can ship out a replacement to thecustomer. We explained that we would ship a replacement and that if thewarehouse wanted the incorrect part back they would provide a Pre-Paid label.             After a few requests Mr. [redacted] did provide pictures of the incorrect part received,and our Customer Service Department proceeded to issue a Replacement for the correctpart on December 08, 2014. Mr. [redacted]’s Replacement order was shipped on December22, 2014.             Mr. [redacted] opened Chargeback with his credit card company on January 6, 2015. Atthat point in time Mr. [redacted]’s replacement order had been delivered and receivedby him. We replied accordingly to the Chargeback.            Once the chargeback was filed the funds for the order were removed and held as of January 6, 2015 and are not releaseduntil the case is closed, we currently do not have access in any way to thefunds for this order. At this time the case is still in processes. We have provideda Screen Shot of the Transaction Details for this order that state “This transaction cannot be refunded. Thebuyer has filed a chargeback”.  We no longer have any access to the funds for that order as they are removed untilthe case is settled between his Credit card Company and our Processor.             We were informed by our warehouse on January 21, 2015 of Mr. [redacted]’s return. Unfortunatelyas explained above we are at a standstill until the chargeback is resolved. Atthat 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 pleasecontact 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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
 
[redacted]
 
 I have been notified of a refund but have not seen it on my visa, my claim is for 14.31 +8.50 to return it. As you know they received the part back 11/14/14 certified mail, the response time is unreasonable. I will keep this form so if I see the refund I will inform you.
thank y

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]
 
 
 As previously stated I had several exchanges with their technicians and tried to get an RMA for a defective part.  I in good faith made several attempts to get this product returned to them in the allotted time.  This product was advertised as an original GE part with a 1 year warranty Yet GE claimed they do not warranty the part. The product was the supposed replacement and was installed correctly.  It at no time functioned correctly.  After unsuccessful attempts to get a replacement I disputed with credit card company and it was found in my favor.  Appliance Zone never made attempts to contact me to either issue an RMA nor send me an invoice instead they sent me to collections who also failed to contact me.  I ask again that Appliance Zone prove they acted ethically and attempted to invoice me or ask the item be returned.

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]  I would be happy to accept a check or money order!

June. 16, 2015
 
Complaint ID: [redacted]
 
To Whom It May Concern:
 
 
         On August 1, 2013 [redacted] purchased (1) Ice Maker Assembly – WR30X10093. [redacted] did not contact us until September stating that she getting too...

much ice from the ice maker. . She was directed to the repair forum to speak with a Technician to determine the issue . The Technician the Technician replied back to the inquiry with a follow up question but there was no reply from Ms. [redacted]
 
        Ms. [redacted] then opened a Chargeback with her Credit Card Company for the order. We disputed the order however as is common the Credit Card Company decided in favor of their customer despite the facts. We then informed Ms. [redacted] we would be sending the case over to collections. The amount sent over is $189.45 this is for the price of the Ice Maker Assembly – WR30X10093 as well as the chargeback fees and the collection fees. The Collection agency has also sent notices.
 
       As we are unable to accept the return of the ice maker which has been used for the past two years, we are more than willing toward with Ms. [redacted] to resolve this. We are also willing to waive the Chargeback fees and Collection fees we incurred and accept payment in the original amount of $154.45. We can then have the Collection agency close this case.
 
        Enclosed is a copy of Ms. [redacted]’s order, as well as a Screen shot Screen shot from the forum showing the Technicians reply to Ms. [redacted].  If there is any other documentation you may need or if anything is unclear please contact me.
 
Thank You,
 
[redacted]
Appliance Zone

Ms. [redacted] placed her order at 11:24 PM EST on July 9, 2014. The following morning of July 10, 2014, our staff replied to an email Ms. [redacted] sent at approximately midnight requesting to cancel her order. Our customer service staff emailed her back...

explaining that they were contacting the warehouse and upon hearing back would update Ms. [redacted] on the status of the request. Our customer service team received a reply back from the warehouse that the order was unable to be cancelled as it had already been processed. At that point it was on a [redacted] semi with thousands of packages and it is impossible to pull the order and cancel it. These warehouses ship thousands of packages every day once a package is at that stage the warehouse is unable to cancel the order.
 
        We do apologize for any delay in processing her refund. We had not received notice that this had been returned. Upon receiving this communication we contacted the warehouse and it was determined that Ms. [redacted] had returned the part. We have issued Ms. [redacted] the refund due for the part returned as per policy.
 
Thank You,
 
[redacted]
Appliance Zone

Mr. [redacted] placed an order on our site for a Coffee Grinder Jar Replacement on October, 26, 2015. This order was processed and shipped to him on October 27, 2015 and delivered on October 29, 2015 via USPS. Mr [redacted] contacted us on October 29, 2016 requesting to Return the item as it was not...

fitting properly. A Return Authorization was issued for the item as requested. This item was returned to our warehouse and refunded on November 24, 2015. Upon the part being returned, this was returned back into inventory as there was no defect or damage done to the item. The refund was based on our Standard Return Policy, meaning the refund would be for the price of the item only and some returns may also include a $5.00 processing fee for a total of $21.79. The cost of return shipping is not covered by ApplianceZone.com unless the error is on our end.

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending 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 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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has been satisfactory to me.  After I made a complaint to the Revdex.com the part which they claim was back ordered found its way to my doorstep within 48 hours.  I 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.I have not received a credit from from the vendor.  In fact, as of the filling of the original complaint, the company had not even responded to the credit card company.  Moreover, I waited a full month before I filled a complaint with the credit card company giving the vendor ample time to credit me.  This vendor continues to misrepresent the facts.  Regards,[redacted]

July 20, 2015
 
Complaint ID # [redacted]
 
[redacted] [redacted]
 
To Whom It May Concern
  
We apologize to Mr. [redacted] in regards that the item he had ordered was on a temporary Backorder. We understand the frustration that comes with having an item on Backorder and we...

work diligently to fill backorders as soon as possible.
 
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.
 
Mr. [redacted] did email in regarding the order and was informed that the item was on Backorder with the Manufacturer and was given an approximate ETA (estimated Time of Arrival) as provided to the warehouse from the Manufacturer. Mr. [redacted] was informed that the warehouse would ship the order immediately upon receiving the part.
 
Mr. [redacted] later emailed requesting to cancel he order. Our customer service team emailed back explaining that the order was unable to be cancelled as the part had been received and the order had already been processed. At that point it was on a Semi with thousands of packages and it is impossible to pull the order and cancel it. These warehouses ship thousands of packages every day and as explained previously once a package is at that stage the warehouse is unable to cancel the order.
 
        Mr. [redacted]’s order did ship out as stated and he has received the part delivered.
  
 
Thank You,
 
[redacted]
Appliance Zone

Good MorningI apologize for the inconvenience. Unfortunately, manufacturer back orders are not something we have control over. Please understand that the ETA was only an estimated time of availability and unfortunately the manufacturer changed it as needed for production purposes. We were just...

as upset that the part was on back order, but you were informed via email that the part was off of back order and would be shipped the next day. The order shipped on Dec 15th, 2017 and was delivered on Dec 20th, 2017 via Fed Ex Smartpost tracking number [redacted]. Since the merchandise is in the customer's possession, the customer is more than welcome to contact us for a Return Authorization within 90 days of the delivery date if they wish to return the item for a refund. 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 below.Order number [redacted] was canceled and the amount of $432.48 was not charged to my credit card, because I immediately re-ordered adding an additional part, for a new Order number of [redacted], in the amount of $449.00 which was charged to my card. This was all processed by their online agent, as I needed to add another part before the first order was shipped.  The agent said I could not add a part, but she would cancel the first order and re-enter the items, adding the new part I needed.  Their agent canceled the first order and processed the second order.  I provided the company with the correct invoice number when I contacted them.  The company is giving you incorrect information, as my order history on their website clearly shows my purchase. Regards,[redacted]

[redacted] placed an order with our Company on February 24, 2016 for one (1) WD­3570­85 | Haier Washer Water Inlet Hose.          Our Customer Service Representatives contacted Ms. [redacted] and explained that...

the WD­3570­85 | Haier Washer Water Inlet Hose was on Backorder but we were expecting this in from the Manufacturer and as soon as we received these the order would ship out, they also contacted Ms. [redacted] again when the Backorder was pushed back a few more days to March 13th.           We had been told by the Manufacturer that we would be receiving our order for the WD­3570­85 | Haier Washer Water Inlet Hose by March 13th, however we found later that this date was the ETA to the Distributor warehouse where they would then be forwarded to our warehouse.          We apologize to Ms. [redacted] in regards that the item she had ordered was on Backorder. This was however a nationwide manufacturer back order meaning that the part was unavailable to all suppliers. We have 30+ warehouses nationwide with the 4 largest parts distributors, and the part is currently out of stock at all locations. We understand the frustration that comes with having an item on Backorder and we work diligently to fill backorders as soon as possible. In cases such as these we rely on information provided to us by the Part Manufacturer, in this case that would be Whirlpool. We receive our ETA’s (Estimated Time of Arrival) from the Manufacturer and unfortunately sometimes these do get pushed back to a new date.           Ms. [redacted] requested to cancel her order on March 28th. Our Customer Service Representatives explained that these items were currently en route to our warehouse but Ms. [redacted] stated she still wished to cancel.          Ms. [redacted]’s order was cancelled and a full refund issued on March 30, 2016. Ms. [redacted] has been issued a full refund of $18.50 for the cancelled order. Again we want to apologize for any inconvenience and frustration this order has caused her.          If any other documentation is needed please let us know.  Thank You, [redacted] Appliance Zone