Goedeker's

We are sorry the *** furniture this customer has received has had a damaged pieceThis is sent directly from *** to the shipperWe have contacted both the shipper and *** to insure the item is packaged and shipped with the utmost care

The customer needs to contact the extended warranty company and get a confirmation of coverage or notThey can send the customer the exact language of his coverage and then determine if he feels his product is covered and if so address this issue with the warranty company

We are sending out parts for the damaged items and are commited to making sure the customer is taken care of properly

Initial Business Response /* (1000, 5, 2015/06/18) */
We did have an error on our website for this itemAlthough website errors are very rare they do happen as we have around 200,products listed on our website and many items changing prices dailyOf course we want our site to be perfect and
for there to never be an mistake but human error does happenWe do apologize for this error
This is what is listed on our site about website errors
Website Errors
Goedeker'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 charge

Complaint: ***
I am rejecting this response because: The attached invoice shows the details of the transactionPolicy or not, glitch or not, they have charged my credit card the amount shown on the attached invoiceThe terms are free shipping and that is what I expectIf I was in the brick & mortar store and the item was priced incorrectly, they would still be obligated to sell it to me for the price shownHow is this in any way different? A website glitch is your problem, not mine
Sincerely,
*** ***

Complaint: *** ***: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 *** at 3/1/3:PM EST. I was told refund was posted 2/27/in the amount of $758.20.1. Cost was $1,034.09. (not $758.20) Also of note is that charge has not posted to my account yet while charges incurred since have posted. The 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 success. Sincerely,*** ***

Customer will be taken care ofSamsung washed their hands of this customer even though this is a clear warranty issueIn spite of Samsung's poor service we will handle this and make sure customer is taken care of

Customer did not report the damage within the hours of deliveryThe damage is minor and we have offered a $damage allowance and color match touch upIf the customer wants to return they are able to but would be resposible for shipping charges as they are not refundable unless damage is
reported within hoursWe are sorry the piece has slight damage and are trying to work with the customer Here is the policy for our siteRETURNS & EXCHANGESAs with the rest of our service, we strive to make returns and exchanges as worry-free and customer-friendly as possibleOther retailers will charge you restocking fees when you need to cancel an order or exchange an item, but here at Goedeker's we take the hassle out of this process by eliminating restocking feesWe will refund the purchase price of the cancelled item, minus shipping costsRefunds will be credited to the original form of paymentMost refunds take 2-business days to processIncurred shipping costs will be automatically deducted from the refund amount.**Please Note: We cannot take back products without original boxes and packing materialsDAY MONEY BACK, 100% SATISFACTION GUARANTEEIf you are not completely satisfied with your order, we will exchange it or refund the full purchase price, minus incurred shipping costs, within days of delivery.Customers are responsible for covering return shipping costs unless the product is deemed damaged and noted at the time of delivery.We will not take returns of, or exchange products that are damaged, installed, or used after the customer has taken delivery.Please make sure the item you are returning or exchanging is placed in the original box with all packing materials, manuals, and accessories includedReturning items is the sole responsibility of the customerItems damaged upon return cannot be credited to the customer

Complaint: ***
I am rejecting this response because:
- There has been no
attempt whatsoever to get in contact with me in any wayPeriod.- They misrepresented the item as "in stock and in our warehouse" ready to ship within 3-business daysThis excuse that they have no control over someone else's inventory has nothing to do with what they represent as being in their own inventory
Sincerely,
*** ***

This has been taken care of and customer is being refunded

At the time of purchase our website listed the products as being on back orderWe did this to inform anyone looking at this product that the manufacturer did not have any inventory on these items and we had no estimated time for arrivalWe are sorry customers decided to purchase these items
under the back order conditions but we did have proper noticeWe are sorry the manufacturer did not have these available and that is why we listed them as back ordered. There are new rebates beginning and customer maybe able to get these if their items do not arrive in time for the previous rebates

The previous response quoted our return policy direct from the websiteWe will refund total of sale minus the shipping charges which are not refundable

This was ordered online and this is from our website:White Glove Delivery GuidelinesYou must follow all of the Standard Curbside Delivery Guidelines in addition to the following guidelines below.White Glove Delivery does not include removal of boxes, stacking of appliances, installation or plugging
in of the products, haul away of old items or assembly (minutes of non-tool related assembly is included with White Glove Plus only - see Shipping Guidelines for more information).Make sure you have cleared a wide enough path from the door to the destination room.*Remove doors, large furniture, or other obstacles preventing smooth transfer along the pathway into the destination room.Clear out each destination location for each product with more than generous space around the final resting area.Measure once, then measure again to double-checkReference the dimensions on the product pages to make sure there is more than enough room for the placement of the new household fixture or appliance.If the shipper must climb stairs to bring an appliance into your home, additional charges may applyPlease call us for details about whether you may be charged.**Some delivery companies will be able to remove parts of a new appliance, such as doors, to allow for proper placementThere is an additional charge for this service.**If doors or other parts of a new appliance must be removed, the appliance will be reassembled by the delivery company after it has been placed in its final resting location.SPECIAL NOTE AS TO BUIREFRIGERATORS: Buirefrigerators present a tipping hazard once they are removed from their shipping palletThus, it is necessary for an installer to be present at the time of the White Glove delivery of a buirefrigeratorIf an installer is not present, the delivery company will not un-box the product or remove it from the shipping pallet.* The shipper charges $per minute increment to wait while the doors of your home are removed or paths through the house are clearedIf any additional charge is incurred, you will be billed for it. ** Charges for additional flights of stairs and/or removal of appliance doors, etcwill be collected at the time of delivery

Complaint: ***
I am rejecting this response because:Goedekers never provided a firm delivery date for the oven prior to my cancelling the order days after it was placed and the purchase price charged to my accountI never authorized Goedekers to deduct any amount from my refundMy husband has never contacted Goedekers.I am entitled to a refund of the entire purchase price, $1,678.99, because Goedekers did not act in good faith in this transaction by repeatedly changing the promised delivery from the initial weeks, to weeks, and beyond thatGoedekers continues to act in bad faith by not admitting to their mistakes and issuing a full refund to me.
Sincerely,
*** ***

The customer contacted us days after placing the order and we notified them immediately it was too late as the item had already been shipped. Mar 27, 2018 4:51:PM|Request To CancelCustomer Not Notified Good Afternoon, *** *** I called and now I am emailing you to inform you that it was to late to cancel your order must be within 24hours of purchase order has already been shipped

We have this on order for customer and apologize for the problems

A new top has been sent to the customer and we will come out and install at no charge to customer at his convenience

Customer has received product and are sorry for the shipping delay

We have ordered the correct bed for the customer and have sent an R/A for the one she hasWe are sorry for the error and have already taken care of this before we this notice was received

We will pick up and issue refund