Appliance Zone, LLC

Feb 29, 2016 Complaint ID [redacted] To Whom It May Concern:        [redacted] placed an order with our Company on November 7, 2015 for three items.        Mr. [redacted] emailed our company requesting to return the order....

Our Customer Service Representatives issued Mr. [redacted] a Return Authorization Label to return the items.        However our Distributor Warehouse noted that the entire order was not recved returned. They stated they only received two of the three items form the order. We contacted them and asked that they look into this and they again confirmed that they only received two of the three items form the order.         We were in discussions with Mr. [redacted] though PayPal regarding this return and reached a mutual agreement for a refund total of $57.41 for the returned merchandise. A refund was issued to Mr. [redacted] February 16, 2016.        We also want to offer our sincere apology to Mr. [redacted] 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 me. Thank You, [redacted] Appliance Zone Tell us why here...

[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]

March 6, 2015
 
Complaint ID [redacted]
 
[redacted]
 
To Whom It May Concern:
 
        Ms. [redacted] placed order # 5235319 on 1/12/15 and did correspond with us via chat. The order shipped 1/13/15 and was received on...

1/15/15. Ms. [redacted] reported that she had received the wrong part via chat on 1/15/15. We discovered our distributor had this part listed incorrectly. We then contacted our research center in order to begin processing. In an e-mail dated 1/16/15 Ms. [redacted] conveyed her concern about getting the part returned to us. We assured her that there would be no responsibility on her part for the return. On 1/19/15 Ms. [redacted] e-mailed wanting a Return Authorization for the part. We e-mailed her on 1/19/15 letting her know that we were corresponding with the research team. We can only issue a pre-paid label with the Research Teams approval. On 1/20/15 we let Ms. [redacted] know that there would be no need for the return of the part. The part was hers to keep for the inconvenience. On 1/20/15 we immediately forwarded the customer’s information to the credit department for processing.  On 1/21/15 Ms. [redacted] asked if the refund could be used for the purchase of the correct part. On 1/21/15 we then issued in-store credit and began processing their new order # [redacted].  On 1/22/15 Ms. [redacted] e-mailed us to see if her new order had shipped. Ms. [redacted] was notified that the part was on a Nationwide Back Order. Ms. [redacted] agreed to wait until 1/26/15. On 1/26/15 the customer was notified that the part was still on a National Back Order. On 1/27/15 Ms. [redacted] indicated that she would be willing to wait and hoped the part would be available by 2/4/15. The part remained on national Back Order. On 2/8/15 Ms. [redacted] indicated that she were no longer willing to wait. On 2/8/15 we then forwarded Ms. [redacted]’s information to the credit department for processing. On 2/12/15 the credit department began the process to reverse the in-store credit. On 2/21/15 in-store credit was refunded and issued back to the customer’s credit card. Our policy states it takes 10-15 to process reimbursements. We never stopped working on their behalf. I hope that the customer can see that in the unrelenting correspondence we maintained via e-mail.
 
         If there is any other documentation you may need please contact me.
Thank You,
 
[redacted]
Appliance Zone

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.  I will point out that Appliance zone repeatedly refused to cancel my order and issue the refund until after I made this complaint, as well as the report to my credit card company for an investigation. However once I did those things they agreed to a refund within hours and it was received in a reasonable time frame.  I will also reiterate that the website advertised the item was in stock and available when I ordered and was charged, and I was not informed of the backorder until 10+ days later.
Regards,
[redacted]

Good Afternoon We have looked into this complaint and see that the customer was issued a refund on 11/26/2017. This normally takes 24 to 48 hours to post to the customers Financial Institute depending on the customer's Financial Institutions regulations.A refund was issued in full on 11/26/2017...

in the amount of $11.95. Thank you[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]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before send
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 do however find that this company is fraudulent because the product in fact was not on a "Nation wide backorder." I was able to purchase with another company and received my item in 3 business days. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted] S [redacted] placed order # [redacted] on April 5, 2015. Mr. [redacted]cancelled Order # [redacted] and a refund was issued on April 5, 2015.  We ask that this complaint be removed from ouraccount as order # [redacted] wasrefunded the day it was cancelled and there is nothing o dispute. We...

haveattached a copy of the refund for order # [redacted] with our Credit Card Processor PayPal.Thank You,[redacted]ApplianceZoneTell us why here...

Good Morning, I am sorry for the delay with your order and the inconvenience this has caused you. I do see your order placed on 01/01/2018. Unfortunately, this part that you ordered is still on a back order with the manufacturer. Most online retailers are out of stock of this part as well,...

waiting on the manufacturer to send stock to fill outstanding orders for this item. We do not post items as in or out of stock on our site because we use multiple warehouses and multiple distributors so it would be impossible to keep updated. I'm sorry for that inconvenience. If you have questions about stock of any items on our site, feel free to send us an email at any time and we will get back with you very quickly! We send out back order notifications for our orders only after we have checked all other sources for this part and it is determined that we are unable to immediately fill the order using any other suppliers. There are a couple of different ways we can proceed with your order from here. If you wish to keep your order in place, we could have it shipped as soon as stock arrives at our warehouse from the manufacturer. At this time, your order has priority to ship as soon as stock arrives at our warehouse. Before you cancel your order with us, we do recommend that you locate stock of the item through another source prior to cancelling the order, since you have seniority with us by already having the part on order with ApplianceZone. Though if you are able to locate the part in stock elsewhere or if you are sure you want to cancel your order for any other reason, please contact our Customer Service Team via email and we will be happy to assist with the order cancellation. If you do choose to cancel your order, we will have a full refund processed. Again, I apologize for the inconvenience you have encountered with this order and I am sorry this has reflected poorly on your outlook of our Company. Though if at any time you need parts in the future we would be more than happy to assist you.  If you have any further questions or concerns we will be happy to assist! Thanks for your time and have a nice day!

[redacted] placed an order on November 02, 2015 for one (1) Range Control Panel Assembly, Part # 318922135.           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 November 02, 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] contacted Customer Service via “Live Chat” on November 13, 2015 inquiring into the shipment of his order. Our Customer Service Representative replied to Mr. [redacted] with the explanation from the email sent on November 02, 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 in full. Mr. [redacted]’s order was cancelled on November 13, 2015 and Mr. [redacted] received a full refund for this cancelled order.           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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This issue remains unresolved.  I reject this response because it is untrue and because it is does not resolve the complaint.
These charges remain contested on the basis that (1) ApplianceZone.com did not provide the product ordered (ApplianceZone.com delivered a product that did not match the description or picture advertised byApplianceZone.com) and (2) the product delivered does not provide a functional substitute for the product ordered (it physically does not connect to the appliance nor does it fit within the intended space of the appliance and hence cannot be used).  These errors in this transaction are the sole responsibility of ApplianceZone.com and are not the result of any purchasing error on my part.  Now for more than 90 days ApplianceZone.com has failed to remedy this situation despite many requests.The correct part was subsequently ordered from another merchant and installed without issue. Note that this was identically the same part number as ordered at ApplianceZone.com, yet the physical product was a completely different design and fit my appliance perfectly.  ApplianceZone.com simply did not send me the product that I ordered and also did not send a functional substitute.The product is available for return in new, unused condition in its original packaging.  The errors in this transaction are the sole responsibility of ApplianceZone.com.  Hence the only acceptable remedy is full refund ($38.73) with return prepaid shipping.  The RMA supplied is rejected because it is untruthful (it does not identify correct reason for return), it does not include return prepaid shipping and because it stipulates handling fees - for transaction errors that are solely ApplianceZone.com's responsibility.  
Regards,[redacted]

[redacted] placed an order with our Company on March 20, 2015 for one (1) Microwave Outer Door Frame (Black), Part# 8169573 and one (1) Microwave Grille Vent, Part# 8184600.
 
        ...

On May 2, 2015 Mr. [redacted] did request to cancel the one (1) Microwave Outer Door Frame (Black), Part# 8169573 due to the Backorder status. This item was cancelled upon his request.
 
         At that time we were told by the warehouse that the one (1) Microwave Grille Vent, Part# 8184600 was expected in and would ship immediately once received. At this time the one (1) Microwave Grille Vent, Part# 8184600 is still currently on backorder.
 
         We apologize to Mr. [redacted] in regards that the items he had ordered were 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.
 
         The remainder of Mr. [redacted]’s order has now been cancelled and we had confirmed with the Distributor that this had been cancelled. Mr. [redacted] has been issued a full refund. Again we want to apologize for any inconvenience and frustration this order has caused him and understand.
 
         Mr. [redacted]’s order was cancelled and Mr. [redacted] has received a full refund for this cancelled order. If any other documentation is needed please let us know. 
 
Thank You,
 
[redacted]
Appliance Zone

We apologize again for the inconvenience this has caused for our customer. We have communicated with the customer via live chat as well as email prior to placing the order as well as after the return was completed. This order was been refunded in full for all parts that were returned. The only amount that has not been refunded is for the (1) one part that the customer still has possession of. The remainder of this has been refunded to the same accounts used to purchase the order. All refunds must be processed the same way they are charged initially. Since the customer used an in store credit and paid the remainder on their credit card, the refund was processed as such. Here are the notes listed directly on the order: 05/16/2016: Refund processed. $78.00 In Store Credit & $91.25 CC on Transaction Tag [redacted], $91.25. -SNDAs for the Return Shipping that the customer has requested, Return Shipping is only covered by our company should the error be on our end. I was able to locate a chat prior to the customer's order. Our Customer Service Rep recommended parts to the customer listed directly by their appliance model number. These were the correct replacements listed by the manufacturer. Unfortunately, it does look like the customer purchased different parts than those that were originally recommended. Since this is not an error on our end, and the customer just purchased the incorrect items, we are not responsible for Return Shipping on this Return as per our Standard Return Policy.Again, we are terribly sorry for any inconvenience this has caused our customer. The customer has been refunded in full for all parts returned as per our Standard Return Policy. If any further information is needed or if anything is unclear, please contact me.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.[I will state for the record again that the part was never installed by me.  It was returned in the condition it was received.  If the part has indeed been installed, then the company shipped me an installed part in the first place.
To date, I have not received any refund to my account from this vendor.  I have initiated a dispute on the charge.  Thank you for your assistance.]
Regards,[redacted]

February 5, 2016 Complaint ID [redacted] To Whom It May Concern:        [redacted] placed an order with our Company on March 30, 2015 for one (1) Clothes Dryer Repair Kit, Part# 4392065.        Mr. [redacted] emailed our...

company requesting to return the one (1) Clothes Dryer Repair Kit, Part# 4392065 on January 17, 2016. Our Customer Service Representatives explained to Mr. [redacted] that a return was outside of the 90 Return Policy posted on our site.       As a courtesy our company would like to allow Mr. [redacted] a return on this part as a one-time exception and upon return issue an In Store Credit for the item. We do ask that the return meet the Standard policy that the item is in new, unused condition in the original packaging and that the part has not been used or installed.      We have included a return Authorization Label with our reply. Once we receive the return we will issue an In Store Credit for the part, this credit does not expire and can be used toward a future purchase. If there is any other documentation you may need or if anything is unclear please contact me. Thank You, [redacted] Appliance Zone

Good afternoon, I apologize for the inconvenience you have encountered with your order. Due to the overwhelming demand for Air Conditioner parts during the summer, these parts were back ordered with the manufacturer. It does look like we emailed you 2 days after your order was placed to let you...

know of the back order for these parts. You can always ask any of our online chat reps about stock availability prior to placing an order as we do not post items as in or out of stock on our website. We do not post stock availability on our site because we use multiple warehouses and multiple distributors so it would be impossible to keep updated. I'm sorry for that inconvenience. I do see that you contacted our Customer Service yesterday to cancel your order due to the back order. Your order has been canceled and turned over to our Credit Department for refund processing. We will send you an email as soon as you have been refunded for the purchase. Please let us know if you have questions or concerns at any time, again, I am terribly sorry for the inconvenience you encountered with these back ordered parts. Thanks and have a nice weekend! [redacted]. ApplianceZone.com

March 6, 2014
 
Complaint ID [redacted]
 
[redacted]
 
To Whom It May Concern:
 
        [redacted] placed an order on 1/30/2015. Ms. [redacted] paid for standard; 3-5 day shipping. we were misinformed by the warehouse that Ms....

[redacted]’s order had shipped on 2/11/15. Ms. [redacted] was then told her order should arrive in 3-5 business days.  Ms. [redacted] still had not received her order on 2/18. We were made aware of the discrepancy with the Ms. [redacted]’s order at this time.  From the Ms. [redacted]’s email correspondence we were aware that receiving it by 2/20/15 was very important. Her order was upgraded to next day. We did this in an effort to make up for the inconvenience the customer had to go through and ensure the order was received by 2/20/15. Ms. [redacted]’s order then shipped out on 2/19/15 and was received on 2/20/15. We make every effort to ensure that instances like this do not occur but when they do we are more than happy to accommodate the customer. We are only pleased that the customer received their order on the day that they needed it by. We are terribly sorry for the customer’s inconvenience and extend our apologies.
 
         If there is any other documentation you may need please contact me.
Thank You,
 
[redacted]
Appliance Zone

January 14, 2014 Complaint ID [redacted]
To Whom It May Concern:
         [redacted]’ return of Part #  22001294 and Part # 22001186 have been
received and a refund was been issued for the...

parts returned on December
19, 2014.
Thank You,[redacted]Appliance Zone

[redacted] placed an order with our Company on October 13, 2015 for one (1) Refrigerator PC Board, Part# DA41-00669A.        Mr. [redacted] was informed the item was on Backorder. Customers are updated regarding their...

Backorder and 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] later emailed requesting to cancel he order. Our customer service team emailed back explaining that the order was unable to be cancelled as the part had been received and the order 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.         Mr. [redacted]’s order did ship out as stated and he has received the part delivered.Mr. [redacted]’s order was shipped on January 14, 2016 and delivered January 16, 2016 via Fed Ex.                 We issued Mr. [redacted] a Return Authorization, as requested on January 27, 2016, for the part he ordered and received.        Mr. [redacted] emailed us on February 22, 2016 requesting an update on his refund. At that time we had not been notified by the Distributor Warehouse of a return being received from Mr. [redacted]. We contacted them and asked that they look into this and once they confirmed that they had received Mr. [redacted]’s return, a refund was attempted but unfortunately failed due to a Dispute filed by Mr. [redacted] with PayPal stating “Unauthorized Charge”. We have provided PayPal with documents showing this was in fact an order placed by Mr. [redacted] and shipped to Mr. [redacted].        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 are contacting our Account Manager for more details and to see if he can assist in helping refund this with the dispute still open so that we may resolve this with Mr. [redacted].If there is any other documentation you may need or if anything is unclear please contact me. Thank You, [redacted]Appliance Zone

February 3, 2016 Complaint ID # [redacted] L [redacted] To Whom It May Concern: We have read and understand Ms. [redacted]’s concerns. Looking at Ms. [redacted]’s order information we see that Ms. [redacted]’s order was cancelled due to the additional shipping fee required to ship the order. We see that...

Ms. [redacted]’s contacted our Customer Service Department regarding her refund. We see that the order shows a Refund issued in full on January 4, 2016 in the amount of $330.34. Thank You