Goedeker's

Complaint: [redacted]
I am rejecting this response because:
The manager never told me about shipping costs before the return.  He sent me the shipping information.  He called me when they received it and told me they were only refunding me $1700.  The website states free shipping.  They told me in the email about the shipping costs but the website doesn't say that.   I feel like they are being misleading.  I want a full refund.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
1. Goedekers previously stated that item shipped from St. Louis to New York (not New Jersey) by mistake and that it would ship from NY to California. AM Delivery, the service ostensibly used by Goedekers stated in a phone call on 1/10/18 that the item arrived in the NY warehouse on 1/2/18 and then was shipped from there on 1/8/18.2. I first requested information about any fees on a cancelled order on 1/12/18,. "[redacted]" at Goedekers said she would "research that" and return my call. She did not return my call. I learned of the return shipping fee when I cancelled the order on 1/15/2018, which was one month after the order was placed.3. I have never been given a firm date for delivery, only vague statements such as "it should arrive next week". Stating that it has taken "awhile" to receive this order is an understatement. I was told on 12/14/17 that I would have the oven in two weeks, on or about 12/28/2017.4. A 10 year warranty may well be needed for a wall oven that has gone coast to coast and sat in a warehouse in New York for a week during inclement weather. During the phone call on 1/15/2018, Goedeker rep "[redacted]" agreed that I should have concerns about this unit that ostensibly traveled such a distance. She stated that she, too would be concerned.Goedekers response reflects their lack of good faith in this matter. Since filing this complaint with Revdex.com, Goedeker has issued a refund of $1,377.87. Supposedly the oven has reached their warehouse in St Louis in a matter of 5 days.
Sincerely,
[redacted]

We show part was delivered on 10/28 and customer should be taken care of

Complaint: [redacted]
We are rejecting this response because although the washer and dryer have been delivered, they have not delivered the LP Conversion Kit or the stacking bracket. We cannot install, therefore, we cannot use the washer or dryer.  [redacted] called and spoke with [redacted] a little after 11:00am PDT and was told that the quickest way to resolve this matter would be to have [redacted] look in their warehouse for the missing items. However, we know that if they do locate the missing items, they will not deliver them for another week. We think Goedeker's sending, via overnight courier, a new LP Conversion Kit and stacking bracket is quicker and the missing items should be resolved between Goedeker's and [redacted] said she would get back to us with an update. We are still waiting!
Sincerely,
[redacted] And [redacted]

Warranty company is going to send customer an additional check and the customer will need to file directly with receipts for the food loss up to $250.00 This should take care of the charges the customer paid

Complaint: [redacted]
I am rejecting this response because:I understand that some area may incur additional charges, however we added our zip code for the shipping quote prior to checking out, and the checkout process and invoice clearly mentioned free shipping. See attached invoice. this seems to be more of a "bait and switch" tactic, where the company wants us to purchase the product and than get us to pay the additional $99 fee because they cant deliver. Besides, we live in a major area, and most carriers have access to our location.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/11) */
Customer is being sent the correct size bed rails. We will help him with bed assembly cost

Parts have been sent to customer per our terms if parts are available they are to be sent

We will credit $300.00

Our site does state free shipping for items over $499 and a glitch pushed this order through without adding the shipping charge. We are sorry for the error and here is our shipping policy as shown on our site. APPLIANCE SHIPPING OPTIONSCurbsideCurbside delivery is good choice when building or...

remodeling, because the appliance will not be brought into the residence. The appliance will be delivered to the curb.Curbside Delivery Includes:Fast and friendly – we only use the best delivery companiesWe deliver to all 48 continental states within the USIncludes delivery to curb of home with a lift gate truckFREE for major appliance orders $499 and up*Only $99.99 for major appliance orders $498.99 and under*$499 total must be reached in major appliance products.

Initial Business Response /* (1000, 5, 2015/11/30) */
This was a mistake by accounting and has been corrected already. Customer has been refunded in full. We apologize for the error but we had this corrected before we got this notice.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/06) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)

Well there is a lot in this and will try to get to the point. There is no restocking fee but delivery charges are not refundable. The customer seems to have read much of what is on our website so am sure they have also read this which is direct from site: As with the rest of our service, we strive...

to make returns and exchanges as worry-free and customer-friendly as possible. Other 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 fees. We will refund the purchase price of the cancelled item, minus shipping costs. Refunds will be credited to the original form of payment. Most refunds take 2-3 business days to process. All shipping costs will be automatically deducted from the refund amount. Customer references “[redacted] Reviews” and claims we are rated poorly. Not true as [redacted] rates us extremely highly with tens of thousands positive reviews. goedekers.com 4.8 95% Positive Ratings based on data collected by [redacted] and/or its partners   In summary we would be happy to correct any defect he customer has. We have been in business since 1951 because we do take care of our customers and will be happy to try to help him.

Once again we do apologize for the pricing error during this time frame which affected many customers because of this error. We did make a concession and offered a 10 year warranty for the aggravation.

We have sent the customer the recording of the phone call for her to listen to. If she listens to the call she will find there was no mention of a stainless steel interior. The customer is always responsible to know what they purchase and to verify the specs listed to insure they are getting what...

they want. The customer ordered this online and the specs on this are very clear and states it does not have a stainless interior. We would be willing to offer the customer free 10 year major component warranties on the items she purchased which are sold at $100.00 each for a total offering of $200.00 as a good faith gesture

A leak in a hose does need to be looked at once installed as rip in a hose could be caused by the installer and a simple hose replacement would not warrant a replacement. The unit will be made perfect.

We are sorry for the poor service the delivery company gave. We are going to refund the $99.99 delivery charge for the problem.

Complaint: [redacted]
I am rejecting this response because:I notified [redacted] the day of first failure...

& 14 additional calls, all documented and recorded. II notified Goedekers via phone conversation with Chelsea in early February  Sales and Service via email in Feb, March, and again last week   I spoke with service department at goedekers last week & the person I spoke with said goedekers has nothing to do with the problem it's between me and [redacted]  I explained that [redacted] told me to contact the seller for replacement   I requested on all occasions that a manager call me back to discuss how we could resolve & no one from mgt has contacted me   As I explained to the very rude service person, I have an additional warrant from goedekers and I purchased multiple products from them. At minimum I would expect them to contact their [redacted] representative and get me assistance from [redacted] resolving the issue  it is something that in my opinion could be easily repaired but [redacted] says I have to contact the selling retailer for replacement   I will not allow anyone who isn't licensed, background checked, insured & trained & authorized to service the equipment to enter my home & provide service. 
Since Goedekers will not contact [redacted] and assist with obtaining service I have no alternative except to do what [redacted] said & contact the seller  Goedekers  for refund or replacement  
Sincerely,
[redacted]

This is the response sent to customer regarding shipment Dear [redacted]; I am so sorry about the trouble you have been having about your shipment delivery. I did reach out to them today. They have your order and can have it shipped for 3 options for you. The stated they can have it to you by the...

end of this week, or Tues or Wednesday of next week. This is b.c these are the days that they will be in your area. I know you stated you would be out of town from the 29th to April 4th. So if you can not have someone (a friend or family) be there to accept the shipment, then we can schedule it for the week of the 9th when you will be home. They will call you 24 hours in advance to let you know the day they can be there and they also call 30 mins on the day of to make sure you or someone will be there. I am very sorry that this has happened, part of the delay is due to the snow storms that were happening in NJ for three weeks straight. They were in a state of emergency and the trucks were not even allowed to leave the docks. Please let me know which week you would like to schedule your delivery and I will make sure that AM Home gets your delivery to you promptly. I hope that this helps and you have a good day.

We are sorry for the delay in getting the motor sent but we sent in an order immediately and are waiting for GE to send. This is very out of the ordinary as this is a warranty repair and the typical process would be for GE service to come to the home and diagnose the problem and repair at no charge...

to the customer. The best process is for the customer to have GE service handle this. Once again we are sorry for the problem but have no way of making the motor and need GE to send it to us which to this point they have not done.

Refund has been sent