Appliance Zone, LLC

January 22,
Complaint ID # ***
*** ***
To Whom It May Concern
We apologize to Mr*** in regards that the item he had
ordered was 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 General
ElectricWe receive our ETA’s (Estimated Time of Arrival) from the
Manufacturer and unfortunately sometimes these do get pushed back to a new
date
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*** did request that the order be cancelled and we
had confirmed with the Distributor that this had been cancelled. Mr*** has been issued a full refund
Again we apologize for any inconvenience this has caused
Mr***’s order was cancelled and Mr*** has received
a full refund for this cancelled orderIf any other documentation is needed
please let us know.
Thank You,
*** ***
Appliance Zone

The problem is now resolved more or less, thank you for your service.%

I would like it noted that this practice of advertising one price and then claiming an increase from the manufacturer is standard practice from this company as per previous complaints to Revdex.com. The inconvenience and time wasted because of the the company's unethical business practices is unacceptable to me as a consumer. However, after considerable effort, the company did finally agree to refund our money so we could patronize a reputable company I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Feb 20, Complaint ID *** *** *** To Whom It May Concern: *** *** placed an order with our Company on November 27, for one (1) RV Furnace Burner AssyComplete, Part# Mr*** emailed
our company requesting to return the one (1) RV Furnace Burner AssyComplete, Part# Our Customer Service Representatives issued Mr*** a Return Authorization Label to return the item However we were not notified by the Distributor Warehouse that the return had been receivedWe have contacted them and asked that they look into this and they have confirmed that they did receive a return of (1) RV Furnace Burner AssyComplete, Part# in December, possibly the paperwork was separated for the return and this caused some confusion Once we received confirmation from our Distributor warehouse that the return was received we have issued Mr*** the refund he is due for the return of the partWe also want to offer our sincere apology to Mr*** for any frustration this has caused and for the delay in his refund If there is any other documentation you may need or if anything is unclear please contact meThank You, *** *** Appliance Zone

December 14, 2015Complaint ID *** **To Whom It May Concern: Mr** returned one (1) Clothes Dryer PCB Main Assembly, Part# DC92-00322V 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 issued a refund in November in accordance to our Return policy for the returned installed part. We have included a copy of the order for Mr** as placed with our Distributor Warehouse alo** with their rejection of the return as installed as well as a copy of the refund we issued on the return as a courtesy as shown with our Credit Card ProcessorIf there is any other documentation you may need or if anythi** is unclear please contact me.Thank You,*** ***

We are terribly sorry for what has happenedWe have issued the customer a refund for the cost they paid for the itemAs per our Warranty Policy, it does not entitle the customer to a refund for the defective part, original shipping charges, repair/installation costs, nor any additional costs
related to the failure of the defective partThe customer has been in contact directly with the manufacturer of the part to find resolutionThe manufacturer of the part has assured the customer that after testing the part, if they find the part to be at fault, they will compensate her directlyAt this point due to our Warranty Policy the outcome of the customer's requests is between the customer and the manufacturer of the part that she is now in direct contact with

April 22, 2015Complaint ID *** *** To Whom It May Concern: *** *** placedan order with our Company on September 24, for one (1) Coffee Grinder Jar ,Part # 4176728. We
apologize to Mr*** in regards that the item he had ordered was on BackorderThis washowever a nationwide manufacturer back order meaning that the part wasunavailable to all suppliersWe have 30+ warehouses nationwide with the 4largest parts distributors, and the part is currently out of stock at alllocationsWe understand the frustration that comes with having an item onBackorder and we work diligently to fill backorders as soon as possibleIncases 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 ofArrival) from the Manufacturer and unfortunately sometimes these do get pushedback to a new date. We would also like to mention that due to our use of multiple distributors and warehouses oursite does not state the status of an item’s availability. Mr*** order has now been cancelled and we had confirmed with the Distributor that this hadbeen cancelled. Mr*** has been issued a full refundAgain we apologize for any inconvenience this has caused. Mr***’s order was cancelled and Mr*** has received a full refund for this cancelledorderIf any other documentation is needed please let us know. Thank You, *** ***Appliance Zone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
First the inaccuracies of Appliance Zone: I did decline to trace the shipment through my local post office for a number of reasonsBy law the shipper bears the risk of loss if he chose the carrierSince they bore the risk of loss, and chose the postal service, it was up to them to contact the post officeSecond, any reasonable supplier would assume something was lost in the mail after two weeks and replace itThird, I explained to the supplier that another package had gone lost a number of months ago and I had checked with the post officeThey indicated they did not store items and it would have gone out for delivery if they had it and they could not search without a tracking number which either did not exist or they are not supplied from fed exI saw no reason to repeat the experienceAppliance Zone refused to either reship or refundGiven that refusal, I do not believe they were going to reship since they had refused to do it the day before
Most significantly, if you read the reply of the seller carefully, they are not saying they will not contest the chargebackThey are merely saying they cannot reship until the chargeback is resolvedI want them to drop any contesting of my right to a chargebackUp until this incident, I had been a customer of appliance zone in the pastNever again

June 13,
Complaint ID ***
*** * ***
To Whom It May Concern:
Ms*** contacted our Customer Service Department stating that she had ordered filters but had received Our Customer Service Department contacted the warehouse and the shipping weight, which is recorded
for each and every package that leaves the facility, was verified to be the correct weight for the shipment of filters
While working with Ms*** regarding her order she also opened a dispute through PayPalWe are currently working with PayPal to resolve this matter in accordance to both our policy as well as theirsWhile PayPal works through the case the funds for the order are unavailable to us and we must await their outcome
If there is any other documentation you may need or if anything is unclear please contact me
Thank You,
*** ***
Appliance Zone

March 4, Complaint ID *** *** *** To Whom It May Concern: *** *** placed an order with our Company on December 31, for one (1) Refrigerator Ice Maker Assembly, Part# WR30X Mr
*** emailed our company requesting to return the one (1) Refrigerator Ice Maker Assembly, Part# WR30X10131, on the return form Mr*** listed the reason as , Did not needOur Customer Service Representatives issued Mr*** a Return Authorization Label to return the item Once we received confirmation from our Distributor warehouse that the return was received we have issued Mr*** the refund he is due for the return of the partWe also want to offer our sincere apology to Mr*** for any frustration this has caused and for the delay in his refund If there is any other documentation you may need or if anything is unclear please contact meThank You

June 26,
Complaint ID ***
*** * ***
To Whom It May Concern:
The images Ms*** has provided show only the package as opened by the consumerOur warehouse records the shipping weight for each and every package that leaves the facility on a USPS, Fed EX, and UPS Approved Scale, and this package was verified to be the correct weight for the shipment of filters
Also while working with Ms*** regarding her order she also opened a dispute through PayPalWe are currently working with PayPal to resolve this matter in accordance to both our policy as well as theirsWhile PayPal works through the case the funds for the order are unavailable to us and we must await their outcome
If there is any other documentation you may need or if anything is unclear please contact me
Thank You,
*** ***
Appliance Zone

April 4, Complaint ID # *** *** R*** To Whom It May Concern: We would like to thank Mr*** for providing the Expiration date needed to proceed with the refundA refund for the amount of $, the amount of the item cancelled has been issued in full, Again we would like to apologize to Mr*** for the frustration this situation has causedIf there are any further questions please let us knowThank You *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I refuse to spend money to replace the board as it would not need to be replaced if their defective part would have been functioning properlyThere was nothing else wrong with my machine before their part installed, as I had a technician come look at the washing machine prior to ordering the part through Appliance ZoneHe confirmed only the pump was not working and to replace itThe board was working fineOnce installing the part and testing it, the board failedThe technician installing Appliance Zone's part stated that the board failed due to an internal defect in their part and nothing elseAppliance Zone's lack of quality in their products is costing me more money and more issuesOn Appliance Zone's website, it states I will receive the best customer service and save money; neither have been granted to meInstead I have to spend more money to replace other parts due to their failed equipmentThe customer service is also not good because I continue to talk to multiple people about my issue and it still isn't getting resolvedIf their customer service was "the best" as stated on their website, I would not be needing to go through the Revdex.com to resolve this issueI have not saved on an appliance repair through themI will be needing a refund to replace the board that their part brokeRefunding solely the price of their part is not enough because due to them I am having to spend more moneyClearly the quality of Appliance Zone's parts are not up to par and they do not stand behind their products.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I acknowledge that ApplianceZone's warranty relieves them of liabilityHowever, just because they're legally protected against having to replace my appliance, doesn't mean that dismissing me is the "right" thing to doI still feel that this is a bad business practice and that they don't have the customer's best interests in mindThe manufacturer has stepped up and agreed to replace my dishwasher if the part is found to be faulty, but this is a separate company - not ApplianceZoneApplianceZone directly told me that the manufacturer would not replace my dishwasher, which is is not trueBecause of their poor customer service (as is also seen from many online reviews when there is an issue with a part), I will never purchase anything from ApplianceZone again and believe that other consumers should be warned about their bad business practices prior to purchasing; this is why I contacted the Revdex.com
Regards,
*** ***

July.6,
Complaint ID: ***
To Whom It May Concern:
Again we are more than willing to resolve this matter with Ms***, as we are unable to accept the return of the ice maker which has been used for the past two years, we are however willing to waive the Chargeback fees and Collection fees we incurred and accept payment in the original amount of $We can then have the Collection agency close this case
We previously provided the Screen shot from the forum showing the Technicians reply to Ms*** which references this orderIn reference to Ms***’s Forum account, Appliance Zone inquired and has been informed that the account has not been locked
If there is any other documentation you may need or if anything is unclear please contact me
Thank You,
*** ***
Appliance Zone

May 19,
Complaint ID # ***
*** ***
To Whom It May Concern:
*** *** placed an order on April 27, for two (2) RV Air Conditioner Shroud, Part #
Unfortunately once these we received in our warehouse found these items were oversized and sent an automated invoice for an additional shipping fee on the order
Mr*** contacted our Customer Service Department via email on May 8, explaining he did not want to pay any additional shipping fees and would be cancelling the order if these were requiredOur Customer Service department contacted the warehouse and spoke to the shipping department and was able to get the additional shipping fees waived. Our Customer Service Representative emailed Mr*** stating
Good Morning
I spoke to my Shipping Dept and we would like to offer to waive these shipping surcharges for youWe will absorb the extra shipping costs and pay them for youPlease let us know if you would still like to proceed since there will be no extra shipping charges required to be paid by you
Thank You
Mr*** replied back to proceed with shipping the order
Mr***’s order was shipped on May 8, and was delivered to Mr*** on May 12,
On May 13, we received notification of a chargeback filed with Mr***’s credit card company against this orderWe have responded to this with the information we have also provided hereWe do ask that as Mr*** has received the merchandise he agreed to us shipping, that he please contact his credit card company and withdraw the chargeback as he has the merchandise ordered
If there is any other documentation you may need or if anything is unclear please contact me
Thank You,
*** ***
Appliance Zone

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did not provide an order number in my Revdex.com complaint My account is accessed through my email address on file with the companyIt clearly shows one order canceled immediately upon placing the order, as I re-ordered with an additional part appliancezone initially told me the parts were all availableAfter I ordered and paid, it took almost three months to send the partsIt did take me a while, after I received the parts to dissassemble my cooktop At that time, I realized that Appliance Zone sent the wrong part When I contacted them, they claimed I was about a week past the return deadline, although there is no mention of of any such deadline for return of parts on their website Then they claimed I needed the serial niphmber, in addition to the model number and part number I provided to them, when I ordered the parts, initially Then, they said they would take back the wrong part, but I would have to pay the shipping costsI have already sent the part back, with the RMA label attached I also discovered that ApplianceZone did not ship the part to meThey had it dropped shipped from *** *** *** appliance company, from their Ohio location, which is where ApplianceZone told me to return it to (They should have it by now, and I can check the delivery confirmation, to verify that) I have now purchased the drip tray from the same supplier that ApplinceZone use (*** *** *** at their Firt Worth Texas location)They did not need the serial numberThey only needed the model number and part number (same numbers I gave ApplianceZone) and the gave me the correct oart, sealed in an original manufacturer box, wrapped in plastic, all factory sealed What ApplianceZone sent was the wrong part, unwrapped, loose in a generic shipping box
I do expect ApplianceZone to refund my full purchase price and shipping cost of $ They have given me nothing but incorrect information and statements about what they sold me and what their internet site states concerning returns they have falsely stated my order history and I am tired of their excuses I know find thay they have a terrible business reputation with their customers
Regards,*** ***

We sincerely apologize for any inconvenience this issue has caused for our customerThis was a replacement and redesign from the manufacturer directlySince this was a manufacturer level decision, we unfortunately have no control over this replacementThe correct rack was purchased and delivered
to Mr*** and we have confirmed that with Whirlpool directlySince the rack is different and will not function properly without other replacement parts, our Customer Service has issued a prepaid label to have the order returned to our facility as a courtesyOnce this is returned, we will ensure that a refund is processed as Mr***'s request.If any further information is needed or if anything is unclear, please contact me.Thanks!

March 28, Complaint ID *** *** *** To Whom It May Concern: *** *** placed an order with our Company on December 31, for one (1) Refrigerator Ice Maker Assembly, Part# WR30X The policy as posted at the time of Mr*** purchase and return request with our company requesting to return is included in the attachment and states that there is a Processing/Restocking feeWe have also included the email thread in which Mr*** was provided a Return Authorization that also states there is a Processing/Restocking fee As a courtesy the deduction for shipping was refunded to Mr***Please note as of February, our website was updated, as such we have attached the Policy as stated on our site at the time of Mr***’s purchase and request to return If there is any other documentation you may need or if anything is unclear please contact meThank You, *** *** Appliance Zone

Good afternoon, I am sorry for the inconvenience you encountered with the part that was purchased from our CompanyWe have processed a full refund for your purchaseWe sell parts that are quality control tested by the manufacturer but we have let them know of this issueUnfortunately, it
sounds like there could be another issue with your machine that would have caused the damage to the control boardThough we cannot refund more than the purchase price we have refunded you in full. Please let us know if you have questions at any time. Thanks,*** *