Goedeker's

Complaint: [redacted] :I will accept a full refund as mentioned in last correspondence 3/2/ Thank you very much for responding as such I will be fully satisfied with your response to complaint when this happens I am rejecting this response here only because I have not received a full refund yet after waiting days from your message stating full refund A partial refund was received Feb in the amount of $ Full amount was $1034.09, leaving a remainder of $275.89.Please let me know when I can expect that Again, I appreciate you taking the time to listen to this complaint and make it right Sincerely, [redacted] ***

I am rejecting this response because: To Whom it May Concern:I replied to your email regarding the rejection of the companies responseWhen I was finished I selected the "Proceed" button and it seemed there was a problem sendingI will answer now:I have rejected their response because, they have not returned any responses to any of my emails asking them the procedure to return the itemI called yesterday (7/13/17) and asked if they have received my emails I wanted to speak to the person I have been corresponding with ( [redacted] ***) and the gentleman would not transfer me and said that she is still waiting for the manufacturer to get back to herIts been sometime and I still haven't received any responseI don't know what is going on, but I did my part by placing the couch in a box and letting them know its ready for shipmentI don't think its fair no communication from the company letting me know the status I just want this nightmare and smelly couch out of my house[redacted] ***

This was delivered in January and we have no record of the unit not functioning until todayIf customer has an email from Feb please forward to us asap so we can resolve this with [redacted]

Complaint: [redacted] :Thank you very much for getting back to me quickly and explaining the issue with credit card rules My credit card company told me that your company denied the refund and refused to negotiate because of how much time had passed I am very happy this is not the case While I appreciate your response, I am not accepting it for the following reasons: I called customer service today and spoke to [redacted] at 3/1/3:PM EST I was told refund was posted 2/27/in the amount of $ Cost was $1, (not $758.20) Also of note is that charge has not posted to my account yet while charges incurred since have postedThe original problem with the order was that too much time had passed before delivery and that is why I unfortunately needed to cancel in the first place Your website says delivery is to weeks, and I live near large city Washington DC I was emailed the day after my order that delivery might be delayed to days I needed by weeks and that still should have worked, but I had to cancel after weeks and I still did not have an estimated delivery date I do not believe it is fair to charge for delivery when delayed delivery caused the original problem If I was told at time of order it would take over a month to deliver then I would have canceled right away or ordered something different.I realize that delays in delivery are not always something you can control, but it is an important part of business, and I hope you can understand why I do not wish to incur that expense Especially after closing in on months of delay on the refund Thank you for looking into this issue, and I wish you continued successSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Warranty should not even apply here, because I was sent a defected productThis is absolutely not GE's issueGE did not sell me nor send me the defected product, Goedekers didAt the plant I work for, if a customer has a process issue with our material, what do you think they would say if I responded, "You need to talk with our suppliers about that"? GE having a defected product is something that the distributor, Goedekers, needs to talk about with the supplier, GEOnce the GE unit is in your warehouse and you are selling it under the Goedeker name, it is Goedeker's obligation to fulfill the contractThat means it is Goedeker’s duty to replace the part in a satisfactory manner, whether that is going through GE or using the EXACT link that I sent you the first day to directly order the partTo reemphasize your lack of communication, please read through every email that was sent to me from Goedekers in this process and point out to me where I was told I needed to contact GE (no I should not have needed to)I was sent the replacement part model number from [redacted] by a Goedekers representativeI know you cannot make the motor, but as long as you can go to that website, click the “add to cart” button and proceed to check out, then you certainly cannot cover up your horrendous customer service, blame GE, and expect this response to be satisfactory Sincerely, [redacted] EMAILS: 12/12/17: Placed order 12/13/2017: Nothing 12/14/2017: Nothing 12/15/2017: Nothing 12/16/2017: Nothing 12/17/2017: Nothing 12/18/2017: Nothing 12/19/2017: Nothing 12/20/2017: Nothing 12/21/2017: Nothing 12/22/2017: Nothing 12/23/2017: Nothing 12/24/2017: Nothing 12/25/2017: Nothing 12/26/2017: Nothing 12/27/2017: Nothing 12/28/2017: Nothing 12/29/2017: Nothing 12/30/2017: Nothing 12/31/2017: Nothing 1/1/2018: Nothing 1/2/2018: Nothing 1/3/2018: Nothing 1/4/2018: Nothing 1/5/2018: Nothing 1/6/2018: Nothing 1/7/2018: Nothing 1/8/2018: Nothing 1/9/2018: Nothing 1/10/2018: Nothing 1/11/18: “Hello [redacted] , Thank you for your order! We wanted to get back in touch with you concerning your orderPlease click the link below to log in to your account page and view up-to-date status information about Order XXXXXXXItem: [redacted] Expected to Ship On: 01-28-As this information is updated we will continue to keep you notifiedYour total satisfaction is important to usIf you have any questions or concerns, please contact us at [redacted] or email us at [email protected] again, Goedekers.com Customer Service” 1/18/18: “Your Order is Being Prepared for Shipment Dear [redacted] , Thank you again for choosing Goedekers! Your order has arrived to our warehouse and is being prepared to shipWhen it ships out, we will send you another e-mail notification along with information you will need in order to track the progress of deliveryWe appreciate your business! If you have any questions or concerns, please ask! Your total satisfaction is important to usYou can contact Customer Service at 1-888-768-or e-mail us at [email protected] again, Goedeker's Customer Service” 1/25/18: Your Order is Being Prepared for Shipment Dear [redacted] , Thank you again for choosing Goedekers! Your order has arrived to our warehouse and is being prepared to shipWhen it ships out, we will send you another e-mail notification along with information you will need in order to track the progress of deliveryWe appreciate your business! If you have any questions or concerns, please ask! Your total satisfaction is important to usYou can contact Customer Service at [redacted] or e-mail us at [email protected] again, Goedeker's Customer Service” 1/26/18: ” Good Morning, First and foremost, I would like to apologize for the lack of communication between our company and youYou should have been notified of any changes existing onto your accountThe reason for late shipment was due to an item being back ordered until 1/24/Currently your package is prepared to ship out on the next truck load that arrives today 1/26/I truly apologize for any inconvenience this has caused youAs a token, I could give you two year component warranties to cover your appliancesIf you are interested please give me the permission to do soI truly apologize for this delay againIf you have any other inquiries, please feel free to contact me via telephone or emailThank you” 1/29/18: “Order Shipped Hello [redacted] Miles, Good news! Your Order #XXXXXX has shipped to the local delivery carrier's locationYour order is expected to arrive at that location in three (3) to seven (7) daysOnce it arrives, the delivery carrier will call to arrange deliveryIf your order has shipped via FedEx or UPS, delivery will simply be at your doorstep! Tracking information will be available within hours through the tracking number and link provided below.” 3/6/2018: “Hello [redacted] Miles, I apologize you are having troubles with your microwaveI will be glad to assist you with this matterPlease send me the serial number for the unitThank You” 3/6/2018: Hello [redacted] , Please use the link searspartsdirect.com to advise what part number you are needingThank You” 3/9/18: “Hello [redacted] , I have received your picture for the partPlease send me the picture of the serial numberThank You” 3/13/18: “Hello [redacted] , I tried to call you and got your voicemailPlease send a clearer picture of the serial number per the one you sent is blurredI tried to blow it up and it made it worseThanks Thank You” 3/14/18: “Dear [redacted] , Thank you, once again, for your purchase from Goedeker’sWe apologize for all of the inconvenience you have experienced with your appliance order To help remedy the situation and ensure we keep you as a satisfied customer, we are offering to order part (Microwave Turntable Motor Part #: ) on your ( GE-JVM3160RFSS) (CuFtStainless Steel Over-the-Range Microwave) that you received SERIAL NUMBER XXXXXXXXX If this is an acceptable solution for you, please click Reply to All for this message and include the following information: Goedekers appreciates your immediate responseWe will allow business days to respond to this agreement, or the case will be dismissedYour acceptance to say “This solution is satisfactory.” PLEASE READ: Once we receive your reply, we will process your parts order within three to five business daysAs always, if you have any questions, please do not hesitate to askYou can contact us at 1-888-768-or email us at [email protected] you for your patience! Thank You” 3/15/18: Nothing 3/16/18:Nothing 3/17/18:Nothing 3/18/18:Nothing 3/19/18:Nothing 3/20/18:Nothing 3/21/18:Nothing 3/22/18:Nothing 3/23/18:Nothing 3/24/18:Nothing 3/25/18:Nothing 3/26/18:Nothing 3/27/18:Nothing 3/28/ “Hello [redacted] , I am currently waiting on a reply from the manufacture in regards to your part Thank You” 3/29/18:Nothing 3/30/18:Nothing 3/31/18:Nothing 4/1/18:Nothing 4/2/18:Nothing 4/3/18:Nothing 4/4/18:Nothing

Complaint: [redacted] I am rejecting this response because: At this time I can not accept just the $for delivery because I am still out $for the cost of the refrigerator The manufacture at one time agreed to pay this, but I refused this since my total cost was $with delivery and this case is now closed with the manufacturer Goedekers did indeed tell me that they are not responsible for any amount If they would have offered to make up the difference at that time this case would be closed and I would be satisfied But they didn't and they told me I should just take the $from the manufacturer and be out the $ Since I notified the dealer just a couple of days after they delivered the item, I feel they should resolve this with the manufacturer and replace the broken refrigerator with a new one [redacted]

We are sorry for the confusion on this order which the customer placed himselfWe did have numerous conversations with the customer and when we went back and listened to the call recording we did order what the customer requestedIf we misunderstood what the customer actually wanted we do apologize which is why we stress on our site it is the customers responsibility to review the order and know the order is correct The customer did talk to customer service and this is the conversation recap:Hi [redacted] we see that you actually placed the order online yourself, not with a sales representativeI just spoke to the manufacturer to verify all of this information and we did in fact send you exactly what you ordered, online, yourselfYou first ordered [redacted] , we then got an alert from the manufacturer to contact you to make sure this is what you are wanting on order as it was not a common model number orderedSales contacted you on 12/to verify this with youYou told the sales representative to change it to [redacted] which is exactly what was ordered and per the manufacturer exactly what was sentIf you had wanted the like you are claiming you ordered, the number would read "11H1", not "11H9"- which is what you ordered, online, yourselfWe also just pulled the calls from each time you called in and we called you and you requested an Eastern King size futon mattress, [redacted] - which is again, what you requested, what was ordered and what was shipped and what you receivedIf you would like to order what you thought you had ordered to begin with, please let us know and we would be happy to assist! Please let us know if you have any other questions, have a blessed day! In regards to lower price on Amazon if the customer could please send us this information as this is what we found on the same model:https:// [redacted] -Size/dp/B003UH5P

I am very sorry for website errorWhile these are rare they do happenOur prices are still very good and lower than anyone we are aware ofI would be willing to offer you year major component warranties on the items you purchased but is all I can do.Pricing errors and exclusions are not exclusive to us and happens everywhereI have also sent you the language from [redacted] https://www.goedekers.com/Warranty-MCC.htmlHere is the language from our site regarding this: WEBSITE ERRORSGoedeker's strives to present the most accurate information and product data on our website at all timesIt is important to understand that in the Internet Age, things can change quicklyWe cannot guarantee the information and data on our website will always be complete, current, accurate or error-freeWe reserve the right to correct or update any information on our website at any time without notice.We also have the right to refuse or cancel any order containing an inaccuracy or error or which is the result of an inaccuracy or errorThis right is reserved whether or not the order is confirmed or a credit card has been chargedIf the order is canceled after the credit card is charged, we will issue a credit refund for the amount of the chargePricing Information; Availability [redacted] cannot confirm the price or availability of an item until after your order is placed Pricing or availability errors may occur on the [redacted] Sites or through Marketplace Retailers The receipt of an order confirmation does not constitute our acceptance of an order or our confirmation of an offer to sell a Product [redacted] reserves the right to cancel any orders containing pricing or availability errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from [redacted] [redacted] may, at its discretion, either contact you for instructions or cancel your order and notify you of such cancellation Pricing for products may be different on the [redacted] Sites or from prices available in [redacted] stores or on [redacted] Apps

I was told that I could be sent replacement piece if the stain doesn't work I don't want to return the product, I just want my replacement part (the front panel of the TV Stand)

The attached receipt clearly states **year major component warranty [redacted] This covers just what is stated the "major component" which is the compressorI am sorry but the warranty is for the compressor and if the compressor is defective it will be covered as is stated on the receiptThis covers the part only if the compressor is defective

We are sorry for the confusion and miscommunicationWe have been in constant contact with the delivery company who did miss appointments and worked out the compensation for the customer of free installation as well as an additional $The plumbing had an issue and the delivery company could not complete the installationIn addition we also gave the customer a year major component warranty for the issueWe are sorry for the problem and [redacted] has called the customer

Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Product did shipWe are sorry for the delay

The customer did get white glove service and they decided they did not want the product opened since they were not ready to install themThe delivery company would have opened the product but the customer decided they would prefer them to stay in the box until they were to be installed This is the notes in the ticket from the delivery company Mar 17, 12:49:PM|CompleteCustomer Not Notified Delivery guys placed the fridge in the kitchen and they did not unpack them, customer stated that he did not want them unpacked unless they were being installedThe washer and dryer were not unpacked because he had stated he did not want them to be unpacked unless they were to be installedUpdated By ( User ) : [redacted] The hoses were sent UPS to the customer and we assume they got themIf not we will send them again

I called and was transferred several times and spoke with [redacted] , who said she was getting married and going on her honeymoonShe transferred me to another representative also named [redacted] She transferred me again and I ended up speaking with [redacted] HudsonMsHudson asked me to send pictures of the damage along with everything sent in the boxThe next day I sent pictures to your email address but never received a responseNow, each time I call your representatives hangup on me

The unit was reported to have a missing kick plate which we ordered and sent to the customerWe order these direct from the Uline distributor who is DMI and the unit was shipped brand new direct to the customerThe unit could be returned under our day satisfaction guarantee and customer would only be responsible for shipping charges which amount to $Unit should be boxed and in new condition for credit

Order did get messed up and we apologizeDelivery is scheduled for tomorrow

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ Customer has been taken care ofWe are sorry for the poor delivery service Initial Consumer Rebuttal / [redacted] (1500, 6, 2015/07/09) */

01/31/2018: Mediator emailed consumer for update.01/31/2018: They offered me $ I find that low but at this point I will accept it and never do business with them again02/05/2018: My order number is [redacted] .02/05/2018: Mediator provided update to consumer

All the items sold on our site are brand new and come direct from the factory as we do not stock these itemsThe customer ordered a Maytag dishwasher and unfortunately it was damagedWe contacted the shipper and have arranged for this item to be picked up Thursday or Friday of this weekAs soon as this is picked up the ticket will go to accounting to process the refund

Complaint: [redacted] I am rejecting this response because: This offer is the original offer made to me after their " so called shipping company " can to my house on Jan-31-This is still a run around by the company Goedeker [redacted] 's knows the shipping company is not available on weekends [redacted] 's told me I would need to take another day off work to have this issues resolved I have no experience using shipping companies I can not have the chair shipped back to them I was shipped damaged goods Nobody can even sit in the chairsI tried, and fell to the floor.G goedeker's can have the shipping company come to my house after 4:during the weekday or on the weekend I will be much obliged Goedeker's is a bad business name that doesn't stand behind their merchandise orderedGoedeker continues to give the same unuseful solution to meThis is not a solution being it's in conflict with my working hours If the shipping company could pickup after 4:or on the weekends the problem will be solved I've already used two working days off be an inconvenience by Goedekers and the shipping company I 've paid , in full ,for chairs I can't sit in, I have already fallen on the floor, because I tried to sit down in one of the chairs Goedeker's has no intentions on picking up their merchandise their damaged merchandise and refunded my money This has been going on over days, and at this point I have benn trying to resolve the matter, but after taking a second day off work, waiting , and nothing was doneThis has become a wild goose chase.I view goedeker as a dishonest company I will never do business with Goedeker's again and I would not recommend this company to anyone else Sincerely, [redacted]