Del-Mar Appliance of Delaware, Inc.

Had an amazing experience at Wheats in Nport AlJamin is awesome, very friendly & informative & Mike C*** & Ben C*** are also so very nice
Always a great experience shopping there
***

I am very sorry about [redacted]'s situation, however [redacted] came to us with a request to do a service for her & order her a special order part which we did. Unfortunately for her, her range was misdiagnosed by whomever she had working on it & the part is not what...

she needed. Our store policy, as is that of most local parts store of any type such as automotive, lawn
& garden, electrical supply, etc., is that we will not take back any electrical parts, any installed parts, or any parts that are special ordered. [redacted]'s situation fits all of those reasons not to take back 'her part. It is a bake element whlch is an electrical part, it was special ordered, not something we normally stock & it was installed which is how they know that was not their problem. Our policy is stated on our receipts & is posted in 2 locations at our parts counter. On our invoice it clearly states NO RETURNS then lists situations separated by commas, which are used to separate items in a list. It does not state "No Returns without a receipt after 30 days on
any electrical part". That is irrelevant anyway, as she didn't read that until she tried to return it.
She didn't make her purchase based on the fact that she misread our store policy. My staff tries to make sure customers get what they need. They usually ask but are not required to, if the person
knows for sure that the part they are purchasing is the problem. We even have a tester at our front counter &. encourage customer to bring elements into be tested free of ch e before purchasing an incorrect part. I am quite certain that she was questioned whether or not she was sure this is what she needed & she probably told us she was, unfortunately she took the word of someone else. Regardless, it would be impractical to explain to every customer, every store policy, on every situation, far every purchase, therefore if the customer has a concern such as return ability of the part, & we have not explained that to them then it is their responsibility to inquire about that before they make the purchase.
We sell parts at the manufacturer's suggested retail price and I do believe she could probably could have searched & found a cheaper replacement on line, but she didn't do that. She had us look up the part #, invoice her, order the part,. receive the part, call her when it came in & then us pay for the part. These are things that we can't return. The part we sold her was an OEM (original equipment manufacturer) part not a cheaper aftermarket as are many of the on..line parts. An on-line store may allow her to return a part but that is after SHE has done all the things above & then SHE boxes & ships part back & deals with getting a credit. She didn't buy it on­ line. She called us on Friday, May 30 & asked us to order her part which we did. We received it in& she picked it on Monday June 2nd which is the next workday,.so I do not see how she could not have got the part faster on-line.
We also do in home repair & had our technician gone out to her house, diagnosed the range incorrectly & special ordered the part she would not be stuck with it as that would be our fault & we would have to take it back.
Again, I am sorry about her situation. I have been in business over 30_years & run a reputable business. We try to help customers whenever we can but cannot be responsible whenever someone else makes a mistake.

Review: I was given wrong information about a broken part on my range.This info came from a repairman.It did not come from Del-Mar and Del-Mar was not the cause of me ordering the incorrect part from them. I called Del-Mar to order the part the repairman requested and was told the part had to be special ordered.I was NOT told that special ordered parts cannot be returned.I later found out that a different part was deffective .I wish to state that ordering the wrong part was my fault,not Del-Mar's. The part I purchased from Del-Mar was never used and is in perfect condition.On the bottom of my receipt it states: NO RETURNS without receipt,after 30 days,on any electrical parts,on installed,ordered items.I called on 6/2/2014 and the lady said she would not accept the part as a return.I called again on 6/3/2014 and asked to speak with the manager.I told the manager I wished to return my unused part.He ([redacted]) informed me he would not accept my return.When I told Mr.[redacted] that I would put this purchase in dispute with my credit card company,he nastily replied: " Go ahead, I've been down that road before!!!". I understand that many stores have a restocking policy.I am willing to pay any shipping charges incurred to return this item to wherever Del-Mar got it.I was never even allowed to express my offer to do this.FYI,the part was ordered on 5/30/2014,well within their stated 30 - day return policyDesired Settlement: If Mr[redacted] does not want to refund my money,I can accept that.That's his policy.But ,I would like you,the Revdex.com,to inform Del-Mar of MY policy.I try very hard each and every day to support all my local businesses.I can buy this same part online,cheaper,faster and the company has a 365 day,no hassle return policy.In the future I will make NO more purchases from Del-Mar or any other small business in Kent County for that matter! It's a shame that so many will have to pay the price for the actions of ONE ignorant businessperson!

Business

Response:

I am very sorry about [redacted]'s situation, however [redacted] came to us with a request to do a service for her & order her a special order part which we did. Unfortunately for her, her range was misdiagnosed by whomever she had working on it & the part is not what she needed. Our store policy, as is that of most local parts store of any type such as automotive, lawn

& garden, electrical supply, etc., is that we will not take back any electrical parts, any installed parts, or any parts that are special ordered. [redacted]'s situation fits all of those reasons not to take back 'her part. It is a bake element whlch is an electrical part, it was special ordered, not something we normally stock & it was installed which is how they know that was not their problem. Our policy is stated on our receipts & is posted in 2 locations at our parts counter. On our invoice it clearly states NO RETURNS then lists situations separated by commas, which are used to separate items in a list. It does not state "No Returns without a receipt after 30 days on

any electrical part". That is irrelevant anyway, as she didn't read that until she tried to return it.

She didn't make her purchase based on the fact that she misread our store policy. My staff tries to make sure customers get what they need. They usually ask but are not required to, if the person

knows for sure that the part they are purchasing is the problem. We even have a tester at our front counter &. encourage customer to bring elements into be tested free of ch e before purchasing an incorrect part. I am quite certain that she was questioned whether or not she was sure this is what she needed & she probably told us she was, unfortunately she took the word of someone else. Regardless, it would be impractical to explain to every customer, every store policy, on every situation, far every purchase, therefore if the customer has a concern such as return ability of the part, & we have not explained that to them then it is their responsibility to inquire about that before they make the purchase.

We sell parts at the manufacturer's suggested retail price and I do believe she could probably could have searched & found a cheaper replacement on line, but she didn't do that. She had us look up the part #, invoice her, order the part,. receive the part, call her when it came in & then us pay for the part. These are things that we can't return. The part we sold her was an OEM (original equipment manufacturer) part not a cheaper aftermarket as are many of the on..line parts. An on-line store may allow her to return a part but that is after SHE has done all the things above & then SHE boxes & ships part back & deals with getting a credit. She didn't buy it on­ line. She called us on Friday, May 30 & asked us to order her part which we did. We received it in& she picked it on Monday June 2nd which is the next workday,.so I do not see how she could not have got the part faster on-line.

We also do in home repair & had our technician gone out to her house, diagnosed the range incorrectly & special ordered the part she would not be stuck with it as that would be our fault & we would have to take it back.

Again, I am sorry about her situation. I have been in business over 30_years & run a reputable business. We try to help customers whenever we can but cannot be responsible whenever someone else makes a mistake.