Appliance Zone, LLC

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,*** *** This company is making things up and downright lyingThey never contacted me and the card I used never expiredit is still valid until 4/After I read their response I contacted them and gave my 4/expired date and still have not received a refundAll this over $54.oo refund -a small amount

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
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Your Company practices are not accepted. Please just send me product that I bought and paid for over days ago. I was finally emailed and told it had an ETA of February And then would ship to me. It's now the 16th and not even an email telling it was once again delayed.UnacceptableRegardsss,
*** ***

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,
*** *** It took Appliance Zone days to refund our money, and then we did not receive the full amount backThey told us they do not refund the free shipping cost-$On my invoice it states free shipping and on there shipping and returns policy page in bold letters and the top it says FREE SHIPPING ON EVERY ORDERThere is nowhere in there policy that states they will deduct $for free shippingThey finally agreed to refund the free shipping cost, BUT now they are going to charge us a $restocking feeI looked over the shipping and returns policy page and there is nothing stating they will charge a $restocking fee

Good MorningI am terribly sorry for the inconvenienceWe understand that receiving an item damaged during transit is frustratingOur policy is to make it right and correcting the problem caused by the carrier by issuing a replacementI do show the customer chose 1-business day shipping, which
is the fastest method we offerThe customers order shipped on November 15th and was delivered on November 17th on USPS Tracking Number ***This is a business day transit time which is within the time frame chosen at checkoutDue to the circumstances that a Revdex.com was filed, as a courtesy, we feel it is best to issue the customer a full refund. Thank You

July 5,
Complaint ID ***
** ***
To Whom It May Concern:
As we submitted
prior Mr*** returned one (1) Refrigerator Control Board, Part#
to our Distributor warehouseWhere credit was refused due to the fact that
this part had been returned installed
Also as
explained prior a courtesy we had made a one-time exception and on June 8,
issued Mr*** 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,
*** ***
Appliance Zone

Our previous reply was based solely on the Order # provided by Mr***As Mr***’s rely has included a second order number we have looked into this order as well. *** S *** placed order # *** on April 5, This order included several parts, one being the Range Drip Tray, Part# 26959BP referenced in this disputeMr***’s order shipped in separate shipments as items were on Backorder, one being the Range Drip Tray, Part# 26959BP The Range Drip Tray, Part# 26959BP shipped out on June 25, and was delivered on June 26, Mr*** did not contact us immediately; he first contacted us on October 11, 2015, four month after deliveryWhen asked why he had not contacted us sooner he stated that “I was not able to try to install the part until this past weekend” Mr*** stated the Range Drip Tray did not fit his cooktopOur Customer Service Representatives worked with Mr*** and with our Distributor warehouse to resolve the issueWe asked Mr*** for the Model and Serial # of the cooktop he was trying to install this onMr*** was only able to provide us with the Model # but no Serial #Our Distributor warehouse stated that they must have the Serial #. As Mr*** could not provide this information and also due to the four months that had passed since the item was delivered, our Distributor warehouse was only able to allow credit if the part was returned but could not provide return shipping, Mr*** would be able to return the item for a refund but would need to return it on his ownWe provided Mr*** with a return Authorization for this itemAs soon as the part is returned to the warehouse a refund for the part will be issuedAt this time the part has not yet been received returned.Thank 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
[Yes we put the part in but took it out immediatelyWe did not run the unitWhat if a person purchased a clothing item and was not allowed to try it on or if tried on it was now considered usedYes the return policy is on the website but it is not clear or obvious If they are that picky about returns they should WARN the customer of that when placing an order instead of hiding it in their websiteI believe this company does not run an honest operation or they would disclose this important information more openly and clearly when actually placing an order
Regards,
*** ***

[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 ***, 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,
*** ***

Good afternoon! I am sorry for the inconvenience you have encountered with this orderI appreciate you contacting our Customer Service Team about this issue. You have been refunded in full, $for the cost of the returned order. I can provide transaction information if needed
Please let us know if there is anything we can do to assist in the future. I hope you have a nice weekend! Thanks,*** *

Good MorningI apologize for any inconvenienceOur records indicate that all email and order messages were replied toA Full Refund was Issued on January 15th, 2018 on Transaction Tag ***.Thank You

*** T *** placed an order with our Company on August 26, for one (1) Trash Compactor Motor and Gear, Part# WC26X10006. Mr*** emailed our company requesting stating he received the part damagedWe gathered the information
from Mr*** and our Customer Service Representatives explained that a replacement order would be shipped and asked that Mr*** please hold the damaged part for 90days in case the Distributor warehouse wished to pick the item upThe replacement order was shipped September 3, Mr*** returned the first shipment on his own without informing our Customer Service Representatives that he was doing soAs there was no return authorization # and the item was damaged it took some time for our Distributor Warehouse to sort out just what this return was.Also Mr*** refused the delivery of the replacement order we immediately shipped out Our Distributor Warehouse has yet to receive the shipment returned Although we have not received the return of the replacement order was have as a courtesy made a one-time exception and have issued a refund in accordance to our Return policy for the return shipment that is lost in transit. If there is any other documentation you may need or if anything is unclear please contact me.Thank You,*** ***Appliance Zone

[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 ***, 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,
*** ***

Mr*** 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 ManufacturerMr*** was informed that the warehouse would ship the order immediately upon receiving the part.??
Mr*** sent an email requesting to cancel he orderOur customer service staff emailed back explaining that they were contacting the warehouse and upon hearing back would update Mr*** the status of the requestOur customer service team received a reply back from the warehouse that the order was unable to be cancelled as it had already been processedAt that point it was on a Semi with thousands of packages and it is impossible to pull the order and cancel itThese 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
We have issued Mr*** the refund due for the part returned as per policy
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 belowRegards,
*** ***
If there was any doubt that the item was on backorder the first time that I asked about the status of the item, then no mention of it should have been made to meAt that immediate moment I decided to cancel, therefore it is on your company to acknowledge this, which you did, and follow up with itWhether the item was stuck on some cargo carrier is not my problemIn this day and age with updated tracking you are telling me that you could not figure out that the package was sent out? This is fishy, because the immediate initial response that I received was that I had the option to pay more to get the item from another warehouseYou can keep track of items in other warehouses but you cant keep track of those items that shipped out? You are responsible for my shipping feesYou acknowledged my cancellationThis is not my problemThis is your personnel issueDont have them tell me that it is backordered then, and dont give me a different answer later in the day. %

Good MorningWe are terribly sorry for the delay of the refund and any inconvenience it caused to youA full refund was issued on October 27th on on Transaction Tag ***. Thank You

January 28,
Complaint ID: ***
To Whom It May Concern:
On Saturday 1/the customer placed their original
orderOn Monday 1/the original order was shippedOn Wednesday 1/the
customer received the original orderOn 1/the customer contacted us to
report that the
wrong items were receivedOn 1/we requested pictures to
substantiate our claim for replacement purposesOn 1/we received and
submitted the pictures to the distributorWe contacted the distributor times
from 1/7-1/requesting an updateThe order was escalated to different
levels of management CS Manager, then the Ordering Manager with the final level
being the CFO of our companyOn Tuesday 1/we received approval and the
replacement order was at this time being processedWe maintained constant
contact with the customer; e-mailing updates or responding to inquiriesOn
Friday 1/the customer’s replacement order was completed and shippedOn 1/
we e-mailed notification of shipment and supplied the tracking numberOn
Wednesday 1/the customer received their replacement orderOn Thursday 1/
we received our final response from the customer indicating that the correct
parts were received
There are situations that arise that even we as a
company have no control overWe can assure the customer that every resource was
utilized in an effort to achieve customer satisfactionWe sincerely apologize
for the delay
Thank You
*** ***

*** ** placed an order online with our company on August 27, 2014,Invoice ***, for one (1) Range Top ValveKnob Set, Part #5304480915. Mr** requested to return the Knob set because he had
purchased the incorrect ones for hismodel StoveOur Customer Service Representatives issued Mr** a ReturnAuthorization Label to return the items. Order Invoice *** was received returned to our warehouse onSeptember 16, and a refund was issued as per our return Policy on September24, Although Mr** received the refund due for the returned parts hefiled a PayPal Dispute asking that they refund the shipping charges which asstated on our return policy are not refundable in these situationsAs istypical in these situations PayPal sides with their customer and did issue theshipping fees back to Mr** resulting in a Full Refund issued for Invoice ***as of October 14, 2014. *** ** also placed another order online with our company on September28, 2014, Invoice***, for one (1) Range Burner Knob, Part #318099113. Our Customer Service Representatives also issued Mr** a Return Authorization Label toreturn Order Invoice ***Mr** then filed a PayPal Dispute on Order Invoice ***PayPal closed this dispute in our favoras the customer has not returned the orderOnce Mr** is able toprovide proof of return and a valid tracking number our company will processthe return and issue a refund back to Mr**. We do not owe *** ** a refund because he has not returned Order Invoice*** to our CompanyThe fact is Mr** has received this order andhas this order in his possessionPayPal closedthis dispute in our favor as the customer has not returned the order If Mr** would like to still return the order we would be willing to accept this back, if Ms** wishes to do so weask that use the Return Authorization Label we issued himWe, however, are notable to issue a refund without the return of the orderIf Mr** does returnthe order a refund will be issued according to our return policy. Attached is a copy of *** **’s two disputes as well as proof that Invoice *** received a full refundIf there is anyother 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
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
The information provided by Appliance Zone is simply not trueIt wasn't until I contacted them, several days later, June 18, that I was told that my order wasn't shipped out because it was not in stockI was then told that it would be in stock 7/I never received an email after that stating that they where not in stock at that point eitherI had to contact them again and finally cancelled my order because they do not contact their customers about delays on backordersWhen I cancelled my order, I was told it would take 7-business days for a refund, really?
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 Here is the dialogue by email thread between your customer service reps and meNOTE: Where it says that the order was canceled!! This is your rep.
To
me
Oct 28, It is not shipping I did cancel the order

February 25,
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 *** We 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 refundAgain 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