Enchanted Cottage

I'm very sorry to hear about the problems encountered with the delivery, especially with regard to the gas leak Our delivery people are trained for proper connection technique and we take these issues very seriously I will follow up with Mrand Mrs [redacted] to get details of the corrections made by the gas company when they came to inspect the installation I would like to know specifically what problem was discovered so we can make sure to prevent a similar occurrence in the future We received an email this morning from Mr [redacted] advising that he will be coming to our Middleburg Hts location this afternoon to pick up a replacement checkWe've never had an issue with a bank being unable to cash our checks To avoid any complications though, we will have $in cash ready for Mr [redacted] when he arrives.Again, I express my apology for the problems encountered.Sincerely, Jeff Blumenthal President B&B Appliance

From: Jeff B [redacted] < Date: Mon, Jun 13, at 3:PMSubject: Re: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint # [redacted] .To: Revdex.com The complaint in the email today (6/13/16) didn't have a link option for me to respond The complaint did not have anything new other than an attachment that showed the customer had contacted the Ohio Attorney General's office Not sure why that is/was necessary Per my original response to the Revdex.com inquiry on 6/7/16, we had already told customer that we wanted to replace the defective refrigerator We had delivered a loaner to them on 6/2/and have been waiting for them to come in and reselect a new refrigeratorThey said they'd come in on 6/but did notWe contacted them last week and they said they'd come in on 6/or 6/but did not We will be contacting them again today to request they come in and reselect so we can resolve this for them Thank you, -Jeff B [redacted] President B&B Appliance 216-261-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

From: Jeff B*** Date: Thu, Jul 28, at 5:PMSubject: Re: ID ***To: *** *** Cc: *** ***
Dear ***, I've reviewed the most recent communication (below) from Mr*** regarding the problem encountered with his recent purchase. Again, I sincerely apologize that the original unit was damaged. Our procedure to is physically inspect each piece before it is released for delivery. When I was made aware that a damaged piece left our warehouse I asked the delivery manager how it occurred and he explained that the warehouse worker responsible for that got interrupted during the task and then didn't finish the inspectionIt shouldn't have happened. Unfortunately, had we noticed the damage prior to delivery it wouldn't have prevented the delay because these items were special ordered and the replacement would have required reordering. I'm disappointed that the communication from our manager, ***, was not received by Mr*** in a positive way. With certainty I can say that *** cares about customer satisfaction. After dealing the with the initial damage situation, *** contacted me to make me aware of what happened and also to alert me that I may be contacted by Mr***. In an effort to provide the best solution, *** personally went to the customer's home to evaluate and measure for alternative product options. I do understand that Mr*** was not satisfied with his conversations and experience at B&B. I regret that the original item delivered was damaged and the inconvenience that resulted. With hindsight, I wish we had not delayed the reselection as we waited for the vendor to provide a solution. I understand and agree with Mr***'s comment about purchasing from B&B, not a third party. While we cannot guarantee every sale/delivery will go smoothly, we do take responsibility to follow through with our obligations and solve problems when and if they occur. Absent the delay encountered while we waited for vendor response, I believe we did follow through to reasonably resolve this issue. Should Mr*** desire, I am available to personally discuss with him. I can be reached at (216) 261-5600.Jeff B***PresidentB&B Appliance(216) 261-

We were informed of service issue on 5/ Arranged for Service to go to customer home on 6/Diagnosis was major repair (compressor) and service had to order parts Repair was not likely to be completed untilMonday 6/ Customer called us with service company result, and also
spoke to *** *** wouldn't do anything except repair as scheduled We sent a loaner refrigerator to customer to use We then decided it was best to offer replacement of the defective unit We called Mrs *** on 6/to inform that we'd exchangeShe said her husband was out of town and they would come in on Saturday 6/to reselect As of today (6/7) they have not come in to reselect I've asked our manager who has been handling this to contact them and encourage that they come in so the exchange process can be completed I think we have been extremely responsive in our actions to resolve the problem.Jeff B***PresidentB&B Appliance

I'm very sorry to hear about the problems encountered with the delivery, especially with regard to the gas leak.  Our delivery people are trained for proper connection technique and we take these issues very seriously.  I will follow up with Mr. and Mrs. [redacted] to get details of the...

corrections made by the gas company when they came to inspect the installation.  I would like to know specifically what problem was discovered so we can make sure to prevent a similar occurrence in the future.  We received an email this morning from Mr. [redacted] advising that he will be coming to our Middleburg Hts location this afternoon to pick up a replacement check. We've never had an issue with a bank being unable to cash our checks.  To avoid any complications though, we will have $135 in cash ready for Mr. [redacted] when he arrives.Again, I express my apology for the problems encountered.Sincerely, Jeff Blumenthal President B&B Appliance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

From: Jeff B[redacted] <jb[redacted][email protected]>Date: Wed, Jul 27, 2016 at 4:15 PMSubject: Re: ID [redacted]To: [redacted] <[email protected]>Cc: [redacted] <[email protected]>
Attn: [redacted] (Revdex.com)We're sorry that the original dryer special ordered for Mr. [redacted]...

arrived damaged.  Because it was a special order item we did need to get confirmation from the vendor that they would replace it and/or accept the damaged unit for return.  That process took several days because the vendor rep was unavailable.Once the damaged unit was handled, we suggested a different option for Mr. [redacted], which would offer better performance because the recommended dryer was 220 volts and would dry clothes much better than the 110 volt dryer originally purchased.  Because of the stringent size limitations of the customer's home, this new option selected would not fit properly.  We then ordered another brand which did fit and we delivered it on 7/19/16.  We delivered the new washer/dryer in the customer's laundry room but final connections could not be done because the new 220 volt wiring had not yet been installed by Mr. [redacted]'s contractor.We believe the washer/dryer delivered will perform better than the original option selected by Mr. [redacted]. Again, we apologize for the inconvenience of dealing with the damaged item.Jeff B[redacted]PresidentB&B Appliance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Dear [redacted]:Thank you very much for your prompt response to my complaint regarding the B&B Appliance Company service. It is very disturbing to me that the B & B research did not include a call to me or my husband. . Furthermore, there is no mention in their response to the inappropriate attitude on the telephone of L[redacted], our salesperson. As I stated in my original complaint, he literally yelled at me, What do you want me to do" several times.As for the letter that B&B supposedly sent me with a gift card, the poor service occurred on August 8th, and we have yet to receive any type of communication from anyone connected to this company. If we do later in the week, it will only have been sent in response to my complaint with the Revdex.com, not as a matter of course with a company intent on maintaining good customer relations.Regarding the "properly functioning" washer and dryer, the washer is great, but I am not happy with the location of the lint catcher in the dryer. However, I chose not to call the store and be viewed as a habitual complainer, which I am not.  If someone from the store had made a courtesy call to see- in light of all of the installation problems-  if everything was "functioning properly" I would have mentioned the issues with the dryer.  The lint trap is right below the dryer door and every time I open the door, lint flies all over me, the floor, and up into some of the clean clothes. Because I was too ill to go to B&B to pick out the appliances, my husband chose the dryer that matched the washer and did not notice that the lint tray was not on the top of the appliance as I am used to.I noted this problem, to verify that indeed, no one has contacted us in any way, shape, or form  I would have mentioned to them my dissatisfaction with the dryer.  Since my husband chose it, I will live with the dryer.  But, when I buy a new dryer it certainly will not be from B&B Appliances.It is abundantly apparent from their response that the best resolution for me will be to have my complaint posted on the Revdex.com Web site.  In fact, if I ever do receive a $25 gift card I will return it.  The nicest "gift" we could have received would have been a prompt and timely phone call to apologize for the mess we had to clean up; for putting our merchandise in a dirty street; for the chemical lawn spray our appliances were subjected to; for upper management to apologize for the inappropriate conduct of a salesman; and to actually do "research" with the people on site (us!) that they were satisfied with the outcome of their service.  That never happened!Thank you so very much for all of your help in this regard.Sincerely,[redacted]
Regards,
[redacted]

From: Jeff B[redacted] < Date: Mon, Jun 13, 2016 at 3:11 PMSubject: Re: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted].To: Revdex.com <[email protected]> The complaint in the email today (6/13/16) didn't have a link option for me to respond.  The complaint did not have anything new other than an attachment that showed the customer had contacted the Ohio Attorney General's office.  Not sure why that is/was necessary.  Per my original response to the Revdex.com inquiry on 6/7/16, we had already told customer that we wanted to replace the defective refrigerator.  We had delivered a loaner to them on 6/2/16 and have been waiting for them to come in and reselect a new refrigerator. They said they'd come in on 6/4 but did not. We contacted them last week and they said they'd come in on 6/11 or 6/12 but did not.  We will be contacting them again today to request they come in and reselect so we can resolve this for them.  Thank you,  -Jeff B[redacted]   President   B&B Appliance   216-261-5600

Hello,  I received the letter from Mrs. [redacted] and did followup research to determine what happened. Unfortunately there was an issue with a water valve breaking, which required having a plumber make necessary repairs for the customer.  We made those arrangements and the problem...

was resolved the same day.  I sent  a letter to Mrs. [redacted] and included a $25 restaurant gift card as a goodwill gesture.   It is my understanding that the plumbing work is complete and the washer/dryer are functioning properly.  We are sorry the problem occurred and hope our actions to resolve were satisfactory.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined B&Bs response was glossed over & over simplified.  I had to reach out to B&B, Mgr. [redacted], anytime I had questions or to follow up for updates. Dealing w/ Mgr. [redacted] was very frustrating as I found him to be very unreasonable and many times "flippant" in his responses to me. On the day I ordered the original unit I made it clear to [redacted] & Milt that time was of the essence since these units were for my elderly parents who are in their 80's and that I lived out of town in KY.  In selling me these items I was absolutely assured an expedient time frame would be met.  Once the original delivery of the damaged unit arrived I was the one who daily called to find out the status of refunding me money or replacing the unit. [redacted] was short w/ me and stated day after day that his messages to the 3rd party vendor were being ignored. I did business w/ B&B and not a 3rd party vendor I have no information on. [redacted] was adamant that my money paid for these units were B&B's and would not be returned, even if my wait would take for ?????  I found that attitude appalling and insulting. [redacted] made it clear that keeping my money and not providing me the units was B&Bs priority, even at the cost of filing a Revdex.com complaint, and / or posting this incident on social media.No one at the Middleburg Heights store would provide me the name or contact info. of B&Bs higher management or leadership, only to say I needed to speak w/ [redacted]. My frustration and disappointment w/ [redacted] made this situation more stressing. My whole experience of going to B&B was very frustrating and dissatisfying to say the least. The customer service in providing the merchandise, communicating w/ me as a customer, treating me w/ concern and kindness, was void during this experience. I learned a valuable lesson to never deal w/ B&B again, and to let others know not to do business there either. Being a small "family owned" business evidently provided B&B the opportunity to keep my money at all costs as it was needed for the sales numbers? B&B lacks the business sense and customer service awareness that the larger store chains delivers w/o difficulty.I also asked about being compensated for the damaged units, delivery delays, and my poor customer service experience only to be told that was not an option.My family, friends, and I have never heard of such poor business practices in this day and age of competition and social media reporting. B&B is a small, out of date, out of touch, and poorly staffed of qualified individuals that I'd have to advise others to avoid.    
Regards,
[redacted]