Designer Appliances

This client first placed an order on 3/20/for units that were on back order They then cancelled the order on 5/10/ They then placed a new order for the same exact pieces on 5/which shipped on 5/and the customer received 6/ At this time he refused the dryer and was refunded $for that unit via [redacted] Unfortunately time frames were long and some back ordered products were involved but nothing was intentional and I think in the end we made everything right The client lives in a remote area of CA and since we are in NJ transit times do take some time

The customer requested a delivery date when they placed their orderAt that time, they requested a delivery the week of June 27thWe released the customer's items to the freight carrier so that the items would arrive to the customer during that time framePlease note that we are unable to guarantee a specific delivery date if the item is shipping with a freight companyWe always release the items and put in the request with the carrier, and the delivery date is then determined by the carrier's routes in that areaThe shipping company delivered the items to the shipping address on 7/9/The items were signed for in good condition at that timeOur policy on deliveries states "Upon delivery, you will be presented with a shipper Proof of Delivery (POD)Should you notice any damage to the outer packaging, note it on the PODYou may reject the merchandise at that point and call us to let us knowIf you un-wrap the merchandise and notice damage, please let us knowAny shipping damage must be reported within hours of delivery by calling [redacted] Most merchandise is covered under a 1-year manufacturer’s warrantyFor any damage reported after hours, please contact the shipper or manufacturer for resolution."In the case of the dishwasher, we directed the customer to work with the manufacturer for service as previously statedThe manufacturer is fully able and willing to assist the customer with this issue, and that is covered by the manufacturer's warrantyWe do not warranty or claim to warranty these items

Complaint: [redacted] I am rejecting this response because: I have contacted the manufacturer numerous timesIf [redacted] has a specific contact person who is aware of the year warranty, please provide this information (name of contact, e-mail, telephone number)No one I contacted at [redacted] claims to be able to help me Regards, [redacted]

The customer placed an order on 11/10/for a [redacted] [redacted] hoodWe shipped that hood to the customer on 11/12/with FedEx and can provide the FedEx proof ofdelivery for that shipmentThe hood that we shipped was a brand new item that came directly to our warehouse from the manufacturer Upon receipt, we ask all customers to inspect their items as any damage must be reported within hours of the item's receiptIf you report damage outside of that time frame, we direct the customer to work with either the manufacturer or the shipping company directly.The [redacted] hood is not eligible for a return at this time, as the customer has been in possession of the hood for four monthsWe directed the customer to work with [redacted] , since we are an authorized dealer, and the hood is covered by the manufacturer's warranty for one full year after purchaseIn this case the manufacturer may be able to replace parts or provide warranty service on the item.We would be happy to contact [redacted] on the customer's behalf to ask for a return authorization, and will await their determination

Complaint: [redacted] I am rejecting this response because: Designer's return policy is unreasonable, and the business is merely making excuses for their inadequate quality check mechanisms and poor customer service Designer claims to have “assured the customer that [they] only sell brand new items that come from the manufacturer.” However, as is evident from the item that was received (and can be easily demonstrated with pictures), the Smeg oven that was sent to me — although paid for as “new” — was clearly an open box itemIt is peculiar how [redacted] claims to give such promised “assurance” that the item is new from the manufacturer when someone from [redacted] packed the item in a double box and was too careless to even notice the clear open-box nature of the original manufacturer’s itemTo me, this seems like a flaw in [redacted] quality check procedures, which makes [redacted] claim of “assurance” in selling only “brand new items” an empty promise To be clear, what [redacted] would like to do is set forth a policy with obligations for both the customer and business, then ignore following said policy on [redacted] end, and after failing to fulfill its own obligations, [redacted] wants to nonetheless inexplicably bind its customers to the provisions of the policy that benefit [redacted] businessHere, [redacted] failed to take adequate steps to provide assurance that the item received from the manufacturer was in fact “brand new.” After making this error, [redacted] wants its customers to unreasonably bear the burden of [redacted] mistake, all the while ignoring any responsibilityIf [redacted] does not abide by its own promises under the policy, its customers should not be forced toThat is not how an agreement works, and any alternative conclusion is blatantly unfairMoreover, [redacted] merely prolonged any potential resolution by giving promises to provide information to me on numerous occasions from a number of business representatives, such as a customer service representative, a customer service manager, and the store manager [redacted] failed to get back to me in a timely manner, and therefore did not actually assist in the resolution of this issue in any meaningful way Regards, [redacted] ***

I have reviewed the case and the model delivered is indeed the same as what was ordered. I also went back to the conversation with the GE representative that states it was a running line change and that extra digit just denotes when the item was manufactured. This was all explained to
the client and we apologized for any inconvenience but the unit delivered was exactly what was ordered

The customer placed an order on 7/22/for a Smeg 24" SU45VCXoven and a KIT4570X trim kitThe items shipped on 7/28/with FedEx, and the tracking number for the shipment was ***We can provide the FedEx proof of delivery upon requestThe items were delivered on 8/1/
and signed for by "***" at the time of deliveryThe customer contacted us on 8/to report damage to the oven and to state that the screws were lying on the bottom of the boxWe assured the customer that we only sell brand new items that come from the manufacturer, and we verified with the customer that the appliances both arrived in the original manufacturer's boxesWe also verified that the item shipped directly to us from Smeg before we shipped it to the customerWe do not open these packages when they arrive, as we ship them to the customer with additional packaging and as sealed items in the original boxes. Additionally, the customer reported damage to the unit days after receiving it and signing for it in good conditionWe require that all damage be reported within hours of the item being receivedOur policy states "We insure all of our shipments 100% and use only respected carriers such as FedEx, UPS etcIt is important to inspect each delivery before accepting your merchandiseIf you notice your product is damaged, refuse the package and note the damage on the Bill of LadingPlease contact our customer service department within hoursConcealed damages that are noticed after boxes are opened must be reported within hours of deliveryIf you would like to report damages after hours of delivery, you will be responsible for filing all claims with the shipperIf your item was shipped via UPS or Fedex, please call them with your tracking number to report damage and then please contact us to report the damage." Since the item was reported with damage days after the customer signed for it with FedEx, accepting it in good condition, the oven is not eligible for a damage return with us at this time.We advised the customer that they should work with the manufacturer directly for repair or service on the oven, since the customer was unhappy with the condition of the oven and was reporting a dent to the back of the applianceWe would be happy to contact the manufacturer again on the customer's behalf, since the customer has not received an update from Smeg yet. 783***

Complaint: ***
I am rejecting this response because:
The company did not adhere to the requested delivery date of 7/18/They sent out appliances for delivery without any communication about the deliveryI specifically made the request for 7/18/since I was out of town and unable to receive and inspect the delivery until the 7/18/dateAlong with this lack of communication and a debacle of a delivery they delivered a damaged microwave in which they accepted for an exchangeThey again sent out a microwave via FedEx when I was not home and again without notification as well as a no required signatureThis should show the companies lack of customer service, disorganization as well as lack of communicationPlease assist
Regards,
*** ***

We actually never charged the client anything extra, the manufacturer somehow charged shipping for the panels which we agreed to refund. This charge was clearly from FedEx and not Designer Appliances. Not only did we refund the $but and additional $to make up for any inconvenience
that was caused

This client first placed an order on 3/20/for units that were on back order. They then cancelled the order on 5/10/17. They then placed a new order for the same exact pieces on 5/which shipped on 5/and the customer received 6/2. At this time he refused the dryer and was
refunded $for that unit via ***. Unfortunately time frames were long and some back ordered products were involved but nothing was intentional and I think in the end we made everything right. The client lives in a remote area of CA and since we are in NJ transit times do take some time

This client first placed an order on 3/20/for units that were on back order. They then cancelled the order on 5/10/17. They then placed a new order for the same exact pieces on 5/which shipped on 5/and the customer received 6/2. At this time he refused the dryer and was
refunded $for that unit via ***. Unfortunately time frames were long and some back ordered products were involved but nothing was intentional and I think in the end we made everything right. The client lives in a remote area of CA and since we are in NJ transit times do take some time

The customer placed an order on 5/23/for four Frigidaire appliancesThe units shipped with specialized freight carrier AM Trucking, and the items were delivered to the shipping address on 7/9/The customer contacted us days later, on July 19th, to report damage to the dishwasher that he
receivedOur policy on damage states"We insure all of our shipments 100% and use only respected carriers such as FedEx, UPS etcIt is important that you inspect each delivery before accepting your merchandiseIf you notice your product is damaged, refuse the package and note the damage on the Bill of LadingPlease contact our customer service department within hoursConcealed damages that are noticed after boxes are opened must be reported within hours of deliveryIf you would like to report damages after hours of delivery, you will be responsible for filing all claims with the shipper." Since the customer reported damage more than hours after the delivery was signed for in good condition, we denied the customer's request for a damage returnWe require all damage to be noted within hours of the deliveryAfter hours, the customer can file a damage claim or work with the manufacturer to receive replacement parts or service on the item.We contacted Frigidaire on the customer's behalf, and Frigidaire stated that they could send out service and offer replacement parts on the dishwasherIf the service company would not work with the customer, we can reach out to Frigidaire again on his behalf to have the necessary parts replaced.The dishwasher is not eligible for a return, so we would need to work with the manufacturer for an alternate solution

We apologize for any inconvenience the customer has experiencedSince we do need to file all shipping claims for damage within hours of an item being received and signed for in good condition, we ask that our customers report damage within that time frame as wellOutside of that time frame, the customer is responsible for working with the carrier to file any type of damage claim.Since this particular Smeg item was not one that we had in our warehouse, but was one that we ordered for this customer and that came to us from Smeg directly, we know that this item is a brand new productSince the item came without a manual and with surface scratches, we advise the customer to work with Smeg directly for resolution since this appears to be a manufacturing issueWhen boxes arrive in our warehouse, we will add protective packaging for shipment but will not open the original manufacturer's boxThis insures that customers receive items that are sealed by the manufacturer during productionWhen the customer contacted us, we did ask for further information to see what we could do in order to assistIt was at that time that we contacted the manufacturer (Smeg) on the customer's behalf, since the item is not eligible for a return with usSmeg has an open case for the customer and would be happy to assist him directly

Thanks for your order! I do see the notes that your order shipped with specialized freight carrier AM Trucking on June 5th, hours after your order was placed with usWhen you requested specific delivery dates, we did request those delivery dates with the carrierAfter you refused the shipment
of your Fisher Paykel appliance, the item was re-routedIt is still en route to our warehouse with AM TruckingOnce it has been returned to our warehouse and inspected, your refund would then be processedThe average amount of time for the refund to be processed would be about one billing cycle.Additionally, we see that the extended warranty shipped with FedEx to your locationThe tracking number indicates that the warranty has been deliveredPlease return that warranty to our location so we can process the refund for that itemOnce the items are returned, you will be refunded

I
I am rejecting this response because: Bonhomie did not mention the amount of refund I will receive I have requested a full and complete refund, please confirm

We reached out to our representative directly, and he asked for more information and photos of the issues with the *** hoodWe've emailed the customer to ask for that documentation and have yet to receive itOnce we receive it, we can forward it to the representative for his review

Complaint: [redacted]
I am rejecting this response because: Designer's return policy is unreasonable, and the business is merely making excuses for their inadequate quality check mechanisms and poor customer service.  Designer claims to have “assured the customer that [they] only sell brand new items that come from the manufacturer.” However, as is evident from the item that was received (and can be easily demonstrated with pictures), the Smeg oven that was sent to me — although paid for as “new” — was clearly an open box item. It is peculiar how [redacted] claims to give such promised “assurance” that the item is new from the manufacturer when someone from [redacted] packed the item in a double box and was too careless to even notice the clear open-box nature of the original manufacturer’s item. To me, this seems like a flaw in [redacted] quality check procedures, which makes [redacted] claim of “assurance” in selling only “brand new items” an empty promise.  To be clear, what [redacted] would like to do is set forth a policy with obligations for both the customer and business, then ignore following said policy on [redacted] end, and after failing to fulfill its own obligations, [redacted] wants to nonetheless inexplicably bind its customers to the provisions of the policy that benefit [redacted] business. Here, [redacted] failed to take adequate steps to provide assurance that the item received from the manufacturer was in fact “brand new.” After making this error, [redacted] wants its customers to unreasonably bear the burden of [redacted] mistake, all the while ignoring any responsibility. If [redacted] does not abide by its own promises under the policy, its customers should not be forced to. That is not how an agreement works, and any alternative conclusion is blatantly unfair. Moreover, [redacted] merely prolonged any potential resolution by giving false promises to provide information to me on numerous occasions from a number of business representatives, such as a customer service representative, a customer service manager, and the store manager. [redacted] failed to get back to me in a timely manner, and therefore did not actually assist in the resolution of this issue in any meaningful way. 
Regards,
[redacted]

The customer requested a delivery date when they placed their order. At that time, they requested a delivery the week of June 27th. We released the customer's items to the freight carrier so that the items would arrive to the customer during that time frame. Please note that we are unable to guarantee a specific delivery date if the item is shipping with a freight company. We always release the items and put in the request with the carrier, and the delivery date is then determined by the carrier's routes in that area. The shipping company delivered the items to the shipping address on 7/9/16. The items were signed for in good condition at that time. Our policy on deliveries states "Upon delivery, you will be presented with a shipper Proof of Delivery (POD). Should you notice any damage to the outer packaging, note it on the POD. You may reject the merchandise at that point and call us to let us know. If you un-wrap the merchandise and notice damage, please let us know. Any shipping damage must be reported within 24 hours of delivery by calling [redacted]. Most merchandise is covered under a 1-year manufacturer’s warranty. For any damage reported after 48 hours, please contact the shipper or manufacturer for resolution."In the case of the dishwasher, we directed the customer to work with the manufacturer for service as previously stated. The manufacturer is fully able and willing to assist the customer with this issue, and that is covered by the manufacturer's warranty. We do not warranty or claim to warranty these items.

I tried to find the segment of Revdex.com to report that ID [redacted] complaint hasbeen resolved.  I received a call today 10/30/2017 from Bonhomie ProductionsLLC stating my refund of $1872.65 had been reversed to my credit card.  Ichecked with my bank and on 9/20/2017 it was posted.  I...

placed this order inAugust and cancelled it early September for non delivery.  Thanks for yourhelp.  I will never order on line again for this amount of money

The customer placed an order on 11/10/15 for a [redacted] [redacted] hood. We shipped that hood to the customer on 11/12/15 with FedEx and can provide the FedEx proof ofdelivery for that shipment. The hood that we shipped was a brand new item that came directly to our warehouse from the manufacturer....

Upon receipt, we ask all customers to inspect their items as any damage must be reported within 24 hours of the item's receipt. If you report damage outside of that time frame, we direct the customer to work with either the manufacturer or the shipping company directly.The [redacted] hood is not eligible for a return at this time, as the customer has been in possession of the hood for four months. We directed the customer to work with [redacted], since we are an authorized dealer, and the hood is covered by the manufacturer's warranty for one full year after purchase. In this case the manufacturer may be able to replace parts or provide warranty service on the item.We would be happy to contact [redacted] on the customer's behalf to ask for a return authorization, and will await their determination.