Appliance Zone, LLC

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]

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

On 10/14/14 Mr. [redacted] placed an order for 2 black grates for a stove. His ordered shipped on 10/14/14. He received the order on 10/18/14. On 10/18/14 Mr. [redacted] contacted customer service and expressed the fact that there was a color discrepancy. We requested pictures in an effort to save Mr....

[redacted] a return shipping fee. Mr. [redacted] would be exempted of this fee if we were able to substantiate the fact that shipping had made the error. When reviewing the pictures we were unable to distinguish a true difference in color. We expressed the need for a higher quality photo. We explained that this was to ensure that he would not become liable for return shipping. On 10/19/14 an RA was issued to Mr. [redacted]. Upon receipt of the return, we will happily supply Mr. [redacted] with a refund. We express our apologies for any inconvenience. We make a concerted effort to save our customer additional costs in the event that they have to return a purchase. We sincerely were working to save Mr. [redacted] any additional monies or frustration. 
Most sincere regards,
Appliance Zone

We apologize to Mr. [redacted] in regards that the item he had ordered was discontinued by the Manufacturer. We understand the frustration and request consistent updates from the manufacturer to avoid delays in shipments or cancellations as quickly as possible. . Once we are informed a part has...

been discontinued by the manufacturer we cancel the order and inform the customer. A refund in Full was issued in full. Mr. [redacted]’s order was cancelled and Mr. [redacted] received a full refund for this cancelled order on December 28, 2015. Thank You, [redacted] Appliance Zone

August 4, 2015
 
Complaint ID [redacted]
 
[redacted]
 
To Whom It May Concern:
 
         [redacted] placed an order with our Company on July 16, 2015 for one (1) Refrigerator Meat Pan, Part # 2218132K ....


 
         We apologize to Ms. [redacted] in regards that the item she 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.
 
         Our Customer Service Department notified Ms. [redacted] via email on July 20, 2015 that the item she had ordered was on Backorder.  Ms. [redacted] contacted our Customer Service Department on July 28, 2015 stating she wanted to cancel the order; however when our staff checked with the warehouse they were informed that the order had already been processed as the item had been received and that the order was currently in Picking and Packing. Our Customer Service Department explained to Ms. [redacted] that they we unable to cancel as the order was in process. Ms. [redacted] was very upset so our staff escalated the situation to management. We were able to have the warehouse pick through the thousands of orders they had packed to locate Ms. [redacted]‘s order and we were able to have the order cancelled.
 
         Ms. [redacted] order was cancelled on July 28, 2015  and Ms. [redacted] was issued a full refund on July 28, 2015. Again we apologize for any inconvenience this has caused.
 
         Ms. [redacted]’s order was cancelled and Ms. [redacted] received a full refund for this cancelled order. If any other documentation is needed please let us know. 
 
Thank You,
 
[redacted]
Appliance Zone

March 7, 2016Complaint ID # [redacted] L [redacted]To Whom It May Concern:As explained previously, our Administration Page showed the refund issued. As also stated previously we did contact our Credit Card Processor for more details regarding this transaction and help in resolving Ms’ [redacted]’s concerns. Our account manager found there was a failure for the refund to process due to the age. He has since assisted us and issued the Refund from their end.We have included a Screen Shot from our Credit Card Processor’s site showing the refund issued in full.Thank You

Mr. [redacted] 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] sent an email requesting to cancel he order. Our customer service staff emailed back explaining that they were contacting the warehouse and upon hearing back would update Mr. [redacted] 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 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.
 
        We have issued Mr. [redacted] the refund due for the part returned as per policy.
  
 
Thank You,
 
[redacted]
Appliance Zone%

June 17, 2015
 
Complaint ID [redacted]
 
[redacted]
 
To Whom It May Concern:
 
 
       [redacted] placed
an order with our Company on April 13, 2015 for one (1) Refrigerator Control
Board, Part#...

241700104 and one (1) Dishwasher Detergent Dispenser, Part#
154574401. Mr. [redacted]’s order was shipped on November 06, 2014 and delivered
on November 11, 2014 via UPS.
 
       Mr. [redacted] emailed our company
requesting to return the one (1) Refrigerator Control Board, Part# 241700104.  Our
Customer Service Representatives issued Mr. [redacted] a Return Authorization Label
to return the item.
 
       Mr. [redacted] returned one (1)
Refrigerator Control Board, Part# 241700104 to our Distributor warehouse. Our
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 on June 8, 2015 issued 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,
 
 
[redacted]
Appliance Zone

When we received the distroyed package which I did weigh and it was only 1.4 lbs not 2 lbs like they said that the 3 filters would have weighed (which I do have photos of if you would like me to email them to you)?
Were you able to check out all of the negative feedback on they’re website and face book?
We’ve ordered three times from them before with no problems in the past.
I didn’t see the negative feedback until I ordered or I would have not ordered anything else from them again!
Thanks again [redacted].

[redacted] was not issued a Return Authorization because the part she requested to return was used and Installed. As per our Policy, Installed, used parts are non-refundable. 
        ...


         Our Customer Service Rep explained to Ms. [redacted] that a Return Authorization could not be issued as Ms. [redacted] had stated “We installed the part”
 
         Returns cannot be accepted on used, Installed parts. If customers were allowed to return used, Installed parts and these items resold and this would create a situation in which customers are receiving installed parts that other customers have used, perhaps while misdiagnosing a problem with their appliance and in which the part could have been damaged or the life of the part shortened because of improper diagnosis or installation. This is not fair to any customer.
 
         We must stand by our Policy as posted on our site because if we don’t we are not able to guarantee to our customers they are receiving NEW Genuine Factory Parts. If used, Installed, returned parts were allowed it would in fact be hurting customers because they would be receiving parts that may now be damaged and that would defiantly be void of a Manufacture Warranty.
 
         Enclosed is a copy of Ms. [redacted]’s Chat Transcript and well as a copy of our Return Policy as posted on our site. If there is any other documentation you may need or if anything is unclear please contact me.
 
Thank You
[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]
 
 
 Hello,
Appliance Zone said the package weigh 2 lbs for supposly 3 filters when we received just 2 filters the package weigh 1.4lbs so they're not telling the truth when they say that!

February 15, 2016 Complaint ID # [redacted] L [redacted] To Whom It May Concern: We have read and understand Ms. [redacted]’s concerns. Our Administration Page shows the refund issued. We are contacting our Credit Card Processor for more details regarding this transaction and help in resolving Ms’ [redacted]’s concerns. Thank You

Good afternoon, I am sorry for the inconvenience with your return. After speaking with our Returns Department, unfortunately, the part ordered "WH08X10038 | GE Washer Door Boot Gasket" was returned installed and not in its original condition. The part was returned with a white powdery substance...

covering the gasket. Since this part is sold as a replacement part for a washing machine it was determined that the part had laundry detergent all over it when it was returned. We are not able to resell the part in that condition that it was returned in as that is not considered to be in new or original condition with the detergent covering the part. As an attempt to rectify this situation I would be happy to offer a 50% discount for the returned part. I do understand the frustration this has caused. Though on our end, we are out of a part as well as we cannot resell the part you returned. If you agree with this 50% refund please let us know. Thanks,[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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]The problem is that the part proved by the supplier was defective as it was out of specifications from the original manufacturer's part. Therefore, I should have either been provided with a part that was to specification or be refunded the entire amount including the postage to mail the defective part back. I did not send the part back because I simply did not want it, but rather that it did not fit. 
Regards,
[redacted]

Good AfternoonPer your request to keep the order until the part came into stock, the part did come off back order and the order shipped today on FedEx Smartpost Tracking number [redacted].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.
Regards,
[redacted]
 
 
 Appliance Zone has only included a section of the forum posted.  I had dialogue with the tech for trouble shooting.  I can not provide the screen shot because they have shut me out of the account.  The tech told me that is was highly unlikely that the part was defective.  We had certified appliance technician take a at the part after install.  He believed the part, though it was the correct part for the ice maker it was quite not the right fit.  Again, I would have been happy to have sent back the piece back in September.  This part supposedly had a " 1 year warranty".  Why would a company make it so difficult to return an item and not stand by what they sell.  As stated below the Credit Company found my complaint in favor and that is where an agreement has been reached.  If there was still supposed debt , why did appliance zone send me any invoice?  If they did, where is the proof.  Also,  I would like to see proof that [redacted], the collection agency you hired, attempted to collect the debt as stated by law.  I again request that this matter is resolved or I plan on placing a complaint with the Attorney General's Office in Indiana for unlawful practices.

[redacted] placed an order with our Company on October 24, 2015 for one (1) Clothes Dryer PCB Main Assembly, Part# DC92-00322V.        Mr. ** emailed our company requesti** to return the one (1) Clothes Dryer PCB Main Assembly, Part#...

DC92-00322V.  Our Customer Service Representatives issued Mr. ** a Return Authorization Label to return the item.        Mr. ** returned one (1) Clothes Dryer PCB Main Assembly, Part# DC92-00322V to our Distributor warehouse. Our 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.        If there is any other documentation you may need or if anythi** 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 
 To Whom It May Concern:
I do not accept the offer by Appliance Zone to resolve this matter.  Now that I have received access to the forum I am able to attach the complete dialogue with their forum as well as email exchanges with their customer service.  As you can see I made a good effort to try to get a Return Authorization from Appliance Zone.  I no longer repsponded to the forum when  there tech wanted me to troubleshoot with something that is impossible to do.  Appliance Zone claims they warranty their part for 1 year and never mentions that a tech must deem it defective through an online forum before being exchanged.  In addition, after the credit card found my dispute in my favor, I assumed the issue was over.   Appliance Zone never made attempts to contact me to pay the amount.  Rather they sent me to a collection agency who also failed to ever contact me to collect.  I only found out about this issue after my credit was dramatically affected.  How Appliance Zone has conducted themselves is unethical and has cost me thousands by ruining my perfect credit.  Not only should I not have to pay a company for a defective part they refused to accept as a return in their warranty period but I would also like to see proof of that they sent me an invoice after the credit dispute as well as proof that [redacted] ever reached me to collect any money owed.

Mr. [redacted] has made no purchase with ApplianceZone.com, the order number Mr. [redacted] provided is not an ApplianceZone.com order number. Also Mr. [redacted] states he has ordered a Part # 10QBP0230 ApplianceZone.com does not in fact sell this item. Mr. [redacted] has made no purchase with...

ApplianceZone.com, We ask that this complaint please be removed from our account.Thank You

[redacted] placed an order with our Company on October 31, 2015 for two (2) Ice Machine Water Filter, Part# F2WC9I1 and one (1) Ice Machine / Ice Maker Cleaner (2 Pack), Part# 4396808P .          Mr. [redacted]...

contacted us a couple of days after placing the order , our Customer Service Representatives explained that Ice Machine Water Filter, Part# F2WC9I1 was on Backorder but we were expecting this in from the Manufacturer and as soon as we received these the order would ship out. Mr. [redacted] was very upset and in the correspondence he did suggest he wished to cancel the order. Our Customer Service Representatives replied that they would contact the warehouse to cancel the order and a refund would be issued. Mr. [redacted] reply was that he would prefer to have the order shipped instead of cancelled. Our Customer Service Representatives again explained that we did not currently have the Ice Machine Water Filter, Part# F2WC9I1 but that we could ship the one (1) Ice Machine / Ice Maker Cleaner (2 Pack), Part# 4396808P  which was in stock immediately and then ship the two (2) Ice Machine Water Filter, Part# F2WC9I1 once these were received in. Mr. [redacted] replied that he agreed and thanked our Customer Service Representatives.          The one (1) Ice Machine / Ice Maker Cleaner (2 Pack), Part# 4396808P was shipped out on November 9, 2015 and delivered on November 13, 2015 via Fed Ex.                 At that time we were told by the Manufacturer that we would be receiving our order for Part# F2WC9I1 in right away.  .         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. 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.           Mr. [redacted] contacted our company on November 20, 2015 requesting to cancel the remaining two (2) Ice Machine Water Filter, Part# F2WC9I1. Our Customer Service Representatives explained that these were due in on Monday November 23, 2015 but Mr. [redacted] stated he still wished to cancel.          The remaining two (2) Ice Machine Water Filter, Part# F2WC9I1 were cancelled and  have now been refunded. Mr. [redacted] has been issued a refund of $85.00 for the  cancelled two (2) Ice Machine Water Filter, Part# F2WC9I1. Again we want to apologize for any inconvenience and frustration this order has caused him and understand.         If any other documentation is needed please let us know.  Thank You,[redacted]Appliance Zone