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
#When I ordered this part I was not informed it was on back order until I inquired as to why it had not shown up days later considering I paid for overnight shippingIt was only then that I was informed that the part was on back order so I promptly cancelled the orderNot months later after it shipped as they are statingI was charged overnight shipping even though the part arrived months later and was delivered by USPS not Fed Ex as stated. #I only lodged a complaint with Pay Pal when days had passed since I returned the part to Appliance Zone and still had not received my refundI sent emails to Appliance Zone asking for my refund after returning the part prior to filing my complaint with Pay Pal#3 Pay Pal vacated the complaint I filed weeks ago because they said it was not "fraudulent activity" they clearly misunderstood my complaintI never said it was fraudApparently I used the wrong link on their websiteThat said, Appliance Zone is clearly able to issue the refundI want a full refund for the part and all shipping charges
Regards,
*** ***

Good afternoon ***! I apologize for this delay with your refundI do see that after your last contact with our Company on 03/that you have been refunded for the returned partThe refund was processed with Transaction Tag *** - this may take 1-business days to be dispersed to
your account but the funds have been returned to you. Please let us know if you have any questions or concerns - we will be happy to assist! Thanks for your time!

I thank you for your assistance in the above cited matter
My letter to CEO *** *** was in fact responded to in a positive mannerBoth the cost of the part, and the shipping charges were put back on my master card. Mr*** dealt with this matter in a positive way, and I now consider the issue settled
Again, thanks for your help
Sincerely:
*** ***

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 of all the original order was returned to you on 9/15/on FedEx tracking number *** and signed for by ** ***

July 15,
Complaint ID # ***
*** * ***
To Whom It May Concern:
*** * *** placed an order on May 26, for one (1) Clothes Washer Plug, Part # Mr***’s order was
shipped on June 11,
Mr*** contacted our “Live Chat” Service on June 29, stating he has not received his orderAs the order was shipped Fed Ex Smart Post in which Fed Ex delivers the package to the recipients local Post Office and from there the Local Post office completes delivery, Our Customer Service Rep asked Mr*** to lease check with his local Post Office to see if the package was being held thereUnfortunately this request enraged Mr*** and he refused to check with his local post office stating they would not being holding the package and then proceeded to inform the Customer Service Rep that he was filing a complaint
Due to the fact that Mr*** was unwilling to check with the local Post Office our Customer Service Department proceeded to issue a Replacement order with the warehouse on June 30,
We received notice the following day on July 1, that Mr*** had filed Chargeback with his credit card companyAt that point in time Mr***’s replacement order was cancelled with the warehouse and we replied accordingly to the Chargeback
Once the chargeback was filed the funds for the order were removed and held as of July 1, and are not released until the case is closed, 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 are at a standstill until the chargeback is resolved If there is any other documentation you may need or if anything is unclear please contact me
Thank You,
*** ***
Appliance Zone

*** *** placed an orderwith our Company on August 20, for one(1) Refrigerator Door Trim - WMs***’s order wasshipped on September 2, and deliveredon September 4, We have provided theTracking Detail page showing proof of delivery.Thank youPaula ***Tell us why here

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 error was on their part, their customer service(chat service) WAS the person that recommended the parts for my applianceSo I believe a full refund(bot store credit) and return shipping should be refunded back to me.
Regards,
*** ***

Good evening, I am sorry for the inconvenience with your orderUnfortunately, the part that was returned was installed, and we are not able to issue a refund for an installed part, per our Return PolicyWe only sell new parts from the manufacturer, and so signs of installation are apparent
when a part has been plugged inIf a part has been plugged in, even if power was not applied to the part, it is still considered installed and we are not able to issue a refund for the part, since it is not in the "like new" condition that it was shipped inI have attached a photo of the part that we received back to our warehouse, with scratches on the terminals showing that the part was plugged into somethingUnfortunately, we are not able to issue a refund for a part that is in this conditionPlease contact us should you have questions or concerns at any time. Thanks!

March 1, Complaint ID *** *** * *** To Whom It May Concern: We have reviewed Mr*** replyAs explained prior the grinder jar Mr*** purchased and returned was inspected upon return and no defects were found, the item was returned to inventory and has since been sold without incidentWe do however want to reach an amicable resolution with Mr***We would like to meet in the middle so to speak, and offer a refund the processing fee for the returnWe do hope that this is acceptable to Mr***, please let us know and we will proceed accordinglyThank You *** ***

Good afternoon! I am sorry for the delay with your order, and any inconvenience this may have caused you. There was a slight delay on the filter that you ordered. This 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 warehouse. Unfortunately, we do not have a telephone service as we are on Online Company only. Though 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 listed. Your 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 all. We will be happy to assist. Thanks for your business and I hope you have a nice day!

Good MorningThe customer placed their order on November 14th 2016. Our website indicates orders require one business day to process. Estimated shipping transit  times are based on when the order ships and now long the order is in transit to the customer. After processing completed the order...

shipped the next business day on November 15th 2016 on USPS Tracking Number [redacted]. Per the tracking the order delivered on November 17th 2016, the second business day from the day the order shipped. This is within the 1-2 business day time frame that was chosen at check out. Thank You

[redacted] has already received a full refund for the items returned on her order. Ms. [redacted] placed an order with our company on 03/28/2016 for (1) W10326469 | Whirlpool Refrigerator Center Crisper Drawer Slide, (1) W10534155 | Whirlpool Refrigerator Toe Grille, (1) W10252300 |...

Whirlpool Refrigerator Door Handle and (2) 67004515 | Whirlpool Refrigerator Crisper Drawer. Ms. [redacted] paid for her order using her Credit Card, as well as an In Store Credit. This order was shipped on 03/29/2016 and delivered to Ms. [redacted] on 03/31/2016. [redacted] contacted our company via email on 04/19/2016 requesting a Return Authorization for the items that do not fit. Our Customer Service provided her with the Return Authorization for this order on 04/27/2016 and again on 05/10/2016 as she stated she had not received the first sent. I have attached the email history for this customer. Ms. [redacted]'s order was returned to our warehouse on 05/12/2016. We received (1) 67004515 | Whirlpool Refrigerator Crisper Drawer damaged, but had this claimed on our end as this was not the customer's fault. [redacted] was then provided a refund for the parts returned: (1) W10326469 | Whirlpool Refrigerator Center Crisper Drawer Slide, (1) W10252300 | Whirlpool Refrigerator Door Handle and (2) 67004515 | Whirlpool Refrigerator Crisper Drawer. Refunds are processed to the same account that the purchase was made. Since this purchase was made partially with an In Store Credit, Ms. [redacted] received a partial refund on her Credit Card and the remainder of the refund via In Store Credit. There were no processing fees and the only amount that was not refunded was for the item that she kept. We do not feel that anymore of a refund is due at this time as ApplianceZone will only cover Return Shipping if the error was on our end. Since the parts simply did not fit, and were not recommended to her by our Customer Service, she is responsible for return shipping on the order and this amount is non-refundable again, unless the error is on our end. Attached is the email history as well as Ms. [redacted]'s Invoice and refund transaction. If anything is unclear or any further information is needed, please contact me.Thank you!

June 17, 2015
 
       [redacted] placed an order with our Company on the evening of June 7, 2015 for one (1) Clothes Dryer Bulkhead, Part# W10136455.
 
         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] on the morning of June 8, 2015 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]. We received no reply to this email.
 
         Mr. [redacted] filled out a Webform on June 9, 2015 inquiring into the shipment of his order. Our Customer Service Representative replied to Mr. [redacted] with the explanation from the email sent on June 8, 2015. Later on the afternoon of June 9, 2015 Mr. [redacted] replied back that he did not accept the additional expense and we immediately cancelled the order. A refund in Full was issued immediately upon receiving his reply. Mr. [redacted]’s order was cancelled on June 9, 2015 and Mr. [redacted] received a full refund for this cancelled order June 9, 2015.
 
          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 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]

Good afternoon! I apologize for the inconvenience with your order. Unfortunately, per our Standard Return Policy, if a part is installed or plugged in at all it will not be eligible for a refund. You can check out our Return Policy at this link :...

http://www.appliancezone.net/shipping-returns/Though as a 1 time courtesy we would be happy to take both of the parts back. We 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 part. Unfortunately, shipping costs are non-refundable and we do not cover the cost of the return per the Return Policy. I have included exerts from the Return Policy below. I 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 other. You could use the Store Credit towards a future purchase on our site and the Credit would never expire. I 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 is. Please 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 90 days. Thanks for your time and have a nice day! [redacted] Return AuthorizationPart(s) may not be returned without the Return Authorization. Appliance Zone has the right to refuse any unauthorized package. Any parts returned without obtaining a Return Authorization will be charged a 50% restocking fee. An 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 sender. Customers may incur the cost of shipping the unauthorized package back to the sender. For 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 postage. Parts 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 attached. Electrical parts that have been plugged-in but have not had power applied to them are still classified as having been installed and do not qualify for return. Gas components include, but are not limited to, items such as gas valves, pressure regulators and safety valves. These items cannot be returned if the gas lines or electrical connectors have been attached.

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. It 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 ** 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]

[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]

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]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sendi** 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]

Good Morning! I have emailed you with a Return Authorization to return the part you ordered to our warehouse. You were issued the Return Authorization in response to the email thread you had with our Customer Service Team on 11/19. If you have any questions about the return please let us know....

Once the part is returned in its original condition we will issue you a full refund for your order. Thanks and have a nice day!