Appliance Zone, LLC

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]
 
 
The chargeback the company says they are awaiting resolution was initiated after many attempts to have them refund the money they owed me for returning the merchandise.  I filed the complaint with my CC company due to their lack of a response and indicating, repeatedly, that the refund "will be processed in 7-10 business days" following my contact attempt and yet, it never was.  How many months should a cunsumer wait after being lied to repeatedly?  In addition, my CC company attempted to contact the company repeatedly and indicated to me that the company was unresponsive to their requests for communication.   
This is not the first complaint against this company for mishandling returns.  It has become a repetitive pattern and business model that the company believes they can keep their merchandise, keep the consumer's money and have the CC companies write off the losses.  I will be seeking out other consumer's who have had unfortunate dealings of a similar nature and filing suit unless they will rectify the situation to fair satisfaction.  That means, REFUND THE MONEY THEY OWE!

To Whom it May Concern: We want to first apologize to our customer for the inconvenience he has encountered. We do understand the frustration he has experienced. [redacted] placed an order on our site on 04/11/2016 for (1) one [redacted] | Whirlpool Oven Broil Element. He contacted our...

Customer Service on 04/16/2016 regarding a Return Request for (1) one [redacted] | Whirlpool Oven Broil Element. After trying to further assist Mr. [redacted] and letting him know the terms for return, he became upset and was using vulgar language towards our staff. Our Customer Service provided him with his Return Authorization via email on 04/19/2016. Mr. [redacted]'s order was returned back to our warehouse on 05/19/2016. Upon inspection of the item, we found this part to have been installed. The element showed marks on the terminals as well as marks on the mounting bracket that show screws had scratched the surface. As per our Standard Return Policy, we are unable to return any electrical part that has been used, installed or tested in any way. Allowing returns of installed parts would not only cause customer's to receive used items, but would also void manufacturer warranty as installing, using and testing these electrical parts can alter the parts. Our site guarantees that customers will receive NEW genuine replacement parts. If we were to allow these used items to be returned, we would be practicing a dishonest policy as those parts are no longer new once installed. This can also cause hazard as if a customer were to install an item incorrectly, it could seriously harm the part causing defects or even failure of an appliance as a whole.  We do understand the frustration caused by this, however, we must stand by our Policy on this case as the item was returned to our warehouse installed. Installation may not mean that there was any power that was put to the part, but the part was still plugged into a unit, making it ineligible for a refund as per our Standard Return Policy. Attached, you will find photos of the part in the condition it was received in. Our Distributor has denied us credit for this and disposed of the part as it cannot be accepted back into inventory.  If any information is needed or if anything is unclear, please let me know. Thank you, [redacted]Tell us why here...

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]

We have read and understand Mr. [redacted]’s concerns. First we would like to apologize to Mr. [redacted] for the frustration this situation has caused. We would 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. We...

attempted to issue Mr. [redacted]’s refund twice but the transaction failed both times, we have included a screen shot from our Credit Card Processor showing these attempts. . We then contacted our Credit Card Processor for more details regarding the transaction and were told that the refunds were declined due to the Credit Card Mr. [redacted] had used for this purchase expired in January, prior to the cancellation. We emailed Mr. [redacted] requesting the current expiration date so that we could complete the refund but received no reply. If Mr. [redacted] could please supply the current Expiration date of the card he used for the purchase we will be able to complete the refund right away. Thank You

Good afternoon, I am sorry for the delay with your replacement order [redacted] and any inconvenience this may have caused you. What 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...

tested. This 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 manufacturer. Unfortunately, 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 orders. If 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 purchased. If 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 delay. Please let us know how you would like to proceed with the order or if you have questions or concerns at any time. Again, I apologize greatly for this delay and the inconvenience. Thanks 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 #1 ([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 #2 ([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 #1 ([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 me. After 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 #2 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 #2.
Regards,
[redacted]

[redacted] placed an order with our Company on August 06, 2015 for one (1) Microwave Membrane Switch, Part # DE34-00304F.          We apologize to Mr. [redacted] in regards that the item he had ordered was...

on Backorder. We have 30+ warehouses nationwide with the 4 largest parts distributors, and the part was at that time 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          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.         The Microwave Membrane Switch, Part # DE34-00304F was received in our Distributor Warehouse  on October 29, 2015 and shipped immediately to Mr. [redacted] via UPS and is scheduled to arrive Tuesday,  November 3, 2015.         Again we sincerely apologize to Mr. [redacted] for any inconvenience the Manufacturer Backorder has caused. If any other documentation is needed please let us know.  Thank You,[redacted]Appliance Zone

Yes, I would like to return the item toward purchase of the correct replacement parts for my dryer.Please forward the return authorization label.Thank you for your assistance with this matter.Best Regards,[redacted]

November 12, 2015Complaint ID # [redacted]To Whom It May Concern         [redacted] placed an order with our Company on September 9, 2015 for one (1) Part# 4838JA2002A. Mr. [redacted]’s order was shipped on September 11, 2015 and...

delivered September 17, 2015 via Fed Ex.         Our company keeps detailed records of any customer concerns that come in either called in, over our “Live Chat”, or emailed to us. 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.       Enclosed 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]

We apologize for any inconvenience this has caused for the customer. The refund has been issued to the customer as promised prior to her complaint. This refund was processed on our end. The notes from the order itself state: Cancelled due to Backorder Full refund issued for $227.04 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 shortly. Some refunds may take 1-3 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!

We sincerely apologize for the inconvenience this has caused for our customer. I see that this customer did place an order on our site on 05/28/2016. This order was shipped on 06/01/2016 and delivered on 06/06/2016. Since delivery, we had received no contact from the customer regarding any issues...

with his order. I was able to locate a chat that this customer had with our Customer Service Rep today. He stated he was having issues with the item purchased. We immediately responded to him regarding this to let him know how to receive a replacement. He denied any assistance to get a replacement and specified that he wanted a full refund only. Per our Standard Policy, for any defective items, only a replacement can be issued. Per our Standard Return Policy, we cannot allow any installed or used items back for a return as we cannot accept these back into inventory. All defective or faulty parts are claimed with the manufacturer using the limited warranty that comes with each part. We would be more than happy to assist the customer and have a replacement issued as per our policy. We ask that the customer provide us with the information requested within the chat he had with our Customer Service Rep so we can further assist him in this. I have included our Standard Return Policy as well as our Standard Warranty Policy with this response. Once the proper information is provided, we would be more than happy to correct this by sending the customer a replacement as per our policy.

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]
 
 Thank-you very much as I am satisfied with the results of this item....but, the same company sent me the wrong part after the first mess up. The part has been sitting on my kitchen table for over a month and they will not send me a return number to get my money back. The company, appliancezone keep telling me their working on it, I don't believe they are. I also payed  34 dollars duty for the part.  Its all their fault and I would just like to get my money back.ps. appliancezone said I hooked the last part up to my fridge, impossible as the part they sent me had a male plug and my has a female plug. HOPE YOU CAN HELP.....THANK-YOU VERY MUCH.

[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 acceptable to me. I got Paypal involved because they kept delaying the refund with excuses. I will not do business with this company again and recommend others beware. 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.
as you can see in the email they sent on December 14th I requested a cancellation, they said it would be a 10 dollar fee after waiting 4 weeks for the item. magically when I threatened the item was in stock. 4 weeks later. 
Regards,
[redacted]

No, this wasn’t resolved.  I didn’t have time to respond to all the inaccurate information this company shared. Keep in mind that the “chargeback” they’re waiting to have resolved was only initiated MONTHS after my requests for a refund.  My CC company gave me a credit, but Appliance Zone was completely unresponsive to their calls.  So the company gets my money, gets to keep their parts and the CC company charges off a loss and winds up passing their costs onto other customers.  There is no fairness or justice here. 
 I would appreciate you reopening this case using my reply as the response.
 
[redacted] BA, MLIS, REALTOR®
[redacted]

As we explained previously we received notice of this Chargeback from our Credit Card Processor. We are not able to reply directly to Mr. [redacted]’s Credit Card Company. We are required to send our Reply to our Credit Card Processor who in turn communicates with Mr. [redacted]’s Credit Card Company.  Upon notice of the Chargeback we accepted Liability, which means the funds from Mr. [redacted]’s transaction are immediately removed from our account and issued back to the Buyer. We are also charge a fee for this as well. We cannot issue another refund to Mr. [redacted] because the funds for this order have been removed from our account.  Mr. [redacted] has received a full credit for this cancelled order on September 23, 2015. Mr. [redacted] needs to check with his Credit Card Company because they have received the returned funds from our Credit Card Processor and his Credit Card Company should have applied them to his account. We have included copies of the Chargeback details as well as the transaction details detailing what we have explained above. If there is any other documentation you may need or if anything is unclear please contact me.Thank You,[redacted]Appliance Zone

December 28, 2015
Complaint ID [redacted]
[redacted]
To Whom It May Concern:
 
Thank You
        On December 09, 2015 Mr. [redacted] placed an order for Qty (1) Refrigerator Defrost Timer - 241809402....


          On December 09, 2015 the (1) Refrigerator Defrost Timer – 241809402 which the Manufacturer Whirlpool has now replaced with Part # 215846604 shipped out and was delivered on December 10, 2015.
          Mr. [redacted] emailed our Customer Service Department on December 10, 2015 explaining that he had received Part # 215846604 instead of Part # 241809402. Our Customer Service Representatives explained that the Manufacturer Frigidaire (Electrolux) has now replaced Part # 241809402 with Part # 215846604. Our Staff also requested Mr. [redacted] Appliance Model # to verify the correct part was ordered.
          On December 22nd our office received a letter from Mr. [redacted]. We reviewed this as well as the email and chat history. While we are unable to ship Part 241809402 as the manufacturer no longer uses this part # and because the part was installed we could not ask for the item returned.  We did reply to Mr. [redacted] that we would gladly refund his order in full. Please see our reply below:
I see you purchased Part # 241809402 and I understand that once it was installed it would not start your refrigerator.  Our warehouse shipped Part # 215846604 as this is what the Manufacturer has now replaced for Part # 241809402.  I understand that the part currently on your appliance is Part # 241809402 and I am sorry we are not able to get Part 241809402 as it is no longer offered by the Manufacturer.
Although we cannot accept the item back for return due to it being installed,  I have  instead issued a full refund for Invoice 5311383 for you. You should receive an email confirmation for this shortly. I apologize for any frustration this has caused you and I do hope that you are able to locate the original part somewhere.
Mr. [redacted] was issued a full refund on December 22, 2015. We have included a copy of our email to Mr. [redacted] with our reply. Again we want to offer Mr. [redacted] our apologies that we are unable to obtain Part # 241809402 from the manufacturer.
Thank You
[redacted]

April 22, 2016 Complaint ID # [redacted] To Whom It May Concern         As we explained previously, once we received confirmation of Mr. [redacted]’s return to our Distributor warehouse, a refund was attempted but unfortunately failed due to a Dispute filed by Mr. [redacted] with PayPal stating “Unauthorized Charge”.       In situations such as this PayPal puts a hold on the fund and we are unable to refund the order until the case is closed. .       We have contacted our Account Manager and were assisted in refunding Mr. [redacted]’s return. A refund was issued for the returned part as well as the difference between the Next day shipping fee Mr. [redacted] had paid and Standard shipping fee for the time frame in which he received the part. If there is any other documentation you may need or if anything is unclear please contact me. Thank You, [redacted] Appliance Zone

June 18, 2015
 
Complaint ID [redacted]
 
[redacted]
 
To Whom It May Concern:
 
         [redacted] placed an order with our Company on February 12, 2014 for one (1) Range Switch, Part # 00414690....


 
         We apologize to Mr. [redacted] in regards that the item he 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. Email notifications are sent to the customer with ETA’s. In cases such as these we rely on information provided to us by the Part Manufacturer. 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. [redacted] only contact with our company regarding cancelling the order was via “Live Chat” on June 17, 2015. He stated he had filled a complaint prior to contacting us. The order was immediately cancelled per his request and refund issued. Had we been notified sooner that Mr. [redacted] wished to cancel we would have done so this however was our first notice.
 
         Mr. [redacted] order was cancelled and we had confirmed with the Distributor that this had been cancelled.  Mr. [redacted] has been issued a full refund. Again we apologize for any inconvenience this has caused. If any other documentation is needed please let us know. 
 
Thank You,
 
[redacted]
Appliance Zone