Automatic Appliance Parts

The business has responded Please see below:
On October **, the complainant purchased a Frigidaire Gallery refrigerator, range and exhaust hood which were stored at our
warehouse until the customer was ready to accept delivery on October **, When the remaining appliances were delivered, the customer pointed out what he perceived to be a blemish on the upper freezer doorAs noted on the delivery receipt, it was agreed a new door would be ordered and installed at no chargeThe customer signed for delivery with no other damage notedEven though the perceived blemish is apparent on every Frigidaire refrigerator in our showroom as it is the result of the way Frigidaire wraps the stainless around the curved edge of the door, we ordered the replacement doorThe following day the customer reported an additional dent on the side of the refrigerator as well as an issue with the range storage doorWe sent our salesman out to inspect the appliances at which time he acknowledged a small dent on the side of the refrigerator and offered to order the customer a new oneThe problem closing the storage drawer on the range appeared to be caused by the drawer being forced closed after being installed on the tracks incorrectlyThe customer admitted they removed the drawer to clean it, and had an issue closing the drawer after replacing itEven though the damage appeared to be caused by the customer, we offered to replace the rangeThe wife then said she didn’t use the drawer and thought she might want a different style rangeIt was suggested she come to the store, look at all the other options and we’d be glad to exchange the range and refrigerator for whatever brand and model s she wantedShe came to the showroom on Mo nday and picked out a double oven range which was more expensive than the originalShe said she would have her husband come in to place the order as the credit card was in his nameWhen we had not heard back by Tuesday we left a message on the customer’s answering machine requesting they call and let us know what they had decidedThe customer called back later that day and said they wanted to return the appliances for a full refund because they were getting appliances from their deceased mother-in-lawWe said we would have to charge a 20% restocking fee for the appliances as they had been in their house for almost a week , were used and we would have to resell them at a discountThe customer became very agitated and stated we had handled the entire situation unprofessionally, that they were extremely dissatisfied and wanted a full refundWe reminded them that we had attempted to appease them by first replacing the refrigerator door, and then replacing both the range and the refrigerator when they found additional damageWe told them we felt we had gone out of our way to try and satisfy them and we didn’t know what else we could doS everal more calls were made to the customer to attempt to find a satisfactory resolution to the customer’s complaintsDuring each conversation, the customer became more verbally abusiveDuring one of these conversations it was mentioned by the customer that they had purchased appliances from Sears, were unhappy, could not reach a resolution and ended up returning themOn Wednesday during another phone call, the conversation again became heated and the customer admitted they wanted a refund because they had gone to *** ***, saw LG appliances they liked better, already purchased them and were waiting for deliveryAt this point in another effort to satisfy the customer, we offered to order the exact LG appliance package they purchased from *** *** at a lower priceThe customer agreed to come to the store so we could issue a refund for the original Frigidaire appliances and then charge them for the new packageBecause they were purchasing the LG appliances, we were waiving the restocking feeIt was decided that the Frigidaire appliances would be picked up at the time the LGs were deliveredWe were given the impression from the customer that their concerns were addressed and they were satisfied with the solutionAt pm Thursday afternoon we received a fax from the customer requesting the original order be cancelled, the appliances be picked up and his credit card issued a full refund, and they would not accept any exchangesIt was obvious that there was no way we could appease the customer, so on Friday morning we sent an email letting the customer know we would be contacting them to arrange for pickup of the appliancesOn Monday November *** another email was sent to the customer informing them the appliances would be picked up on Wednesday November *** between am and 3pm and asking if they wanted their old appliances returned at that timeThe customer responded that Wednesday was perfect and that they didn’t want the old appliances returnedOn Monday Automatic Appliance received the copy of the complaint made to the Revdex.com and the owner called the customer to see if there was anything we could do to resolve his complaintsNo one answered the phone so he left a message requesting a call backThe customer did not return his callThe appliances we picked up Wednesday between am and 1pm as promisedThe customer was asked to come to the showroom so we could issue the credit and have him sign the store copy of the receiptThe customer complained that we were inconveniencing him againWe apologized and stated that was the only way the credit could be issued as we needed his signature on the store copy of the refund receiptIt is now late Thursday afternoon and the customer has not come to the store, nor has he calledWe feel we have been more than fair in dealing with this customer’s concerns and have done everything possible within the scope of our abilities to satisfy this customerAs is our policy, the appliances were delivered for free; sending our salesperson back to the customers home, taking back the appliances to sell at a loss, and hours spent trying to make the customer happy has been costly to our businessIn our opinion the complaint made to the Revdex.com is both unfair and unnecessary as all issues had been addressed when the complaint was filedAutomatic Appliance strives for 100% customer satisfaction; sadly in this case it doesn’t appear to be a realistic goal

Review: Purchased Gallery electric range & 20.4 Gallery refrigerator from Automatic Applinaces in [redacted] that was delivered on October [redacted] 2015 both were damaged. We asked to have them picked up & refund our money. He stated do not use the stove & now wants to charge $400.00 restocking fee for damaged goods. Also stated not sure when he will be in the area to pick up these items. He continues to say wants to make me happy but for some reason Refuses to refund and pick up the items. He wants me come to their store to swip & sign my credit card to order different appliances, but under these conditions, do not trust him, as they refused to give me credit on the damaged applianc, which sit in my home doing nothing. If I sign, I will be responsible now for 2 ranges & 2 refrigs. I refuse to do this because how do I know if I'll get a refund, He stated they will keep ordering until I am satisfied, this is a shady situation, again he is keeping me at bay. I feel threated with out being threating, as a consumer I should be able to go where ever to shop. Can you please help me under these circumstances. Our son just came back to the Untied States from being deployed & we are unable to cook.Desired Settlement: To pick up these damaged appliances within reasonable time frame with a full refund to my Credit card before I receive my statement. I do not trust this company. This has caused unnessary stress & never have I been so dissatisfied.

Business

Response:

The business has responded. Please see below:On October **, 2015 the complainant purchased a Frigidaire Gallery refrigerator, range and exhaust hood which were stored at our warehouse until the customer was ready to accept delivery on October **, 2015. When the remaining appliances were delivered, the customer pointed out what he perceived to be a blemish on the upper freezer door. As noted on the delivery receipt, it was agreed a new door would be ordered and installed at no charge. The customer signed for delivery with no other damage noted. Even though the perceived blemish is apparent on every Frigidaire refrigerator in our showroom as it is the result of the way Frigidaire wraps the stainless around the curved edge of the door, we ordered the replacement door. The following day the customer reported an additional dent on the side of the refrigerator as well as an issue with the range storage door. We sent our salesman out to inspect the appliances at which time he acknowledged a small dent on the side of the refrigerator and offered to order the customer a new one. The problem closing the storage drawer on the range appeared to be caused by the drawer being forced closed after being installed on the tracks incorrectly. The customer admitted they removed the drawer to clean it, and had an issue closing the drawer after replacing it. Even though the damage appeared to be caused by the customer, we offered to replace the range. The wife then said she didn’t use the drawer and thought she might want a different style range. It was suggested she come to the store, look at all the other options and we’d be glad to exchange the range and refrigerator for whatever brand and model s she wanted. She came to the showroom on Mo nday and picked out a double oven range which was more expensive than the original. She said she would have her husband come in to place the order as the credit card was in his name. When we had not heard back by Tuesday we left a message on the customer’s answering machine requesting they call and let us know what they had decided. The customer called back later that day and said they wanted to return the appliances for a full refund because they were getting appliances from their deceased mother-in-law. We said we would have to charge a 20% restocking fee for the appliances as they had been in their house for almost a week , were used and we would have to resell them at a discount. The customer became very agitated and stated we had handled the entire situation unprofessionally, that they were extremely dissatisfied and wanted a full refund. We reminded them that we had attempted to appease them by first replacing the refrigerator door, and then replacing both the range and the refrigerator when they found additional damage. We told them we felt we had gone out of our way to try and satisfy them and we didn’t know what else we could do. S everal more calls were made to the customer to attempt to find a satisfactory resolution to the customer’s complaints. During each conversation, the customer became more verbally abusive. During one of these conversations it was mentioned by the customer that they had purchased appliances from Sears, were unhappy, could not reach a resolution and ended up returning them. On Wednesday during another phone call, the conversation again became heated and the customer admitted they wanted a refund because they had gone to [redacted], saw LG appliances they liked better, already purchased them and were waiting for delivery. At this point in another effort to satisfy the customer, we offered to order the exact LG appliance package they purchased from [redacted] at a lower price. The customer agreed to come to the store so we could issue a refund for the original Frigidaire appliances and then charge them for the new package. Because they were purchasing the LG appliances, we were waiving the restocking fee. It was decided that the Frigidaire appliances would be picked up at the time the LGs were delivered. We were given the impression from the customer that their concerns were addressed and they were satisfied with the solution. At 5 pm Thursday afternoon we received a fax from the customer requesting the original order be cancelled, the appliances be picked up and his credit card issued a full refund, and they would not accept any exchanges. It was obvious that there was no way we could appease the customer, so on Friday morning we sent an email letting the customer know we would be contacting them to arrange for pickup of the appliances. On Monday November [redacted] another email was sent to the customer informing them the appliances would be picked up on Wednesday November [redacted] between 11 am and 3pm and asking if they wanted their old appliances returned at that time. The customer responded that Wednesday was perfect and that they didn’t want the old appliances returned. On Monday Automatic Appliance received the copy of the complaint made to the Revdex.com and the owner called the customer to see if there was anything we could do to resolve his complaints. No one answered the phone so he left a message requesting a call back. The customer did not return his call. The appliances we picked up Wednesday between 11 am and 1pm as promised. The customer was asked to come to the showroom so we could issue the credit and have him sign the store copy of the receipt. The customer complained that we were inconveniencing him again. We apologized and stated that was the only way the credit could be issued as we needed his signature on the store copy of the refund receipt. It is now late Thursday afternoon and the customer has not come to the store, nor has he called. We feel we have been more than fair in dealing with this customer’s concerns and have done everything possible within the scope of our abilities to satisfy this customer. As is our policy, the appliances were delivered for free; sending our salesperson back to the customers home, taking back the appliances to sell at a loss, and hours spent trying to make the customer happy has been costly to our business. In our opinion the complaint made to the Revdex.com is both unfair and unnecessary as all issues had been addressed when the complaint was filed. Automatic Appliance strives for 100% customer satisfaction; sadly in this case it doesn’t appear to be a realistic goal.