Goedeker's

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.
Sincerely,
[redacted]GOEDEKER’S: The packages are ready for pick up. Please let me know when the pick up is scheduled.

We tried to get service to immediately remedy this but they are taking too long so we are replacing the unit

This shipped from the delivery company in NJ to California. The customer was informed it was in transit and they would have to pay for return shipping and they agreed. I am sorry it took awhile for delivery but we offered a 10 year warranty and free upgrade to white glove delivery. If customer...

decides to cancel order they will have to pay shipping per our policy

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: When I made this purchase we had a contractual agreement where I gave them my money for a product. They should not be allowed to sell something they do not have. Even though they worked with a merchant who did not have this product they should be held responsible since they are the ones with my money. Although they will be refunding me my money, I am not getting a refund until two months after I made the purchase and hounded them multiple times trying to figure out where my order was. During those two months they had told me it had changed to be on back order and had later promised me they had it (in an email which I am happy to share) but where just having trouble determining a shipment date with the merchant. When shopping for this product (ottoman) I looked at multiple vendors who all sold this exact same ottoman. I went with this company because it was the cheapest. The other vendors now no longer are selling it. If I would have known this company did not have it when I made my order I would have been happy to spend a little more with a company that did have it. Companies should not be able to get away with selling things they do not have and taking your money for it. Who knows if I every would have even gotten my money back if I wouldn't have hounded them with calls.
Sincerely,
[redacted]

I never received an email to respond to the resolution of my complaint, but I just received a check for the balance yesterday from the warranty company.[redacted]Complaint #[redacted]

The order had already shipped when the customer contacted us. The notes show it shipped on a truck on the 16th from NY heading to CaliforniaOrder shipped on 16th - / Email notification order had shipped sent on the 17th / Customer contacted us on the 18th to cancel. We did cancel order and then had...

to ship the items back to the warehouse in NY. Customer is refunded less the shipping charges. There are no restocking fees charged to the customer like many others do charge but the shipping fees are non refundable. Notes from this order May 16, 2017 11:12:18 AM|Order RestCustomer Not Notified SHIPPING VIA TRUCKLOAD TO AM HOMES CA N- Updated By ( User ) : [redacted] May 17, 2017 6:55:06 PM|Warehouse - NewCustomer Notified  Order processed email was sent. Updated By ( User ) : Front End

There is a ridiculous rule by [redacted] and [redacted] where if the card holder files a chargeback and the charges reversed we have to wait 60 days before we can refund the customer. The ticket is scheduled for refund March 1st.We are sorry for the problem and are just following the rules as...

given to us by the credit card companies

We are very sorry [redacted] did not have these products in stock and they have them on back order. [redacted] does not have real time inventory and the only way we know an item is not available is when we order it and they give us a back order notice. We are unable to give a customer information until [redacted]...

gives us the information. We are unable to offer a discount because [redacted] does not have it. We would be willing to offer a 10 year major component warranty on the items purchased for the inconvenience. This will cover the main part for 10 years.

Customer picked this up from UPS on 4/28 and first reported damage or problems on 6/7 - all damage needs to be reported in 48 hours

Customer ordered on the 14th, we shipped on the 16th and sent email notification order had processed on 17th and customer contacted us on the 18th to cancel order. We did cancel order but shipping charges are not refundable on major items. Refund was processed on the 30th less the shipping charges.Here is the policy direct from our website ORDER CANCELLATIONSAll orders have a 24-hour cancellation window. Review your order right away and contact us immediately if there is a problem with your order. If you wish to cancel your order, please send a verification e-mail to [redacted]@goedekers.com with your name, order number, reason for cancellation, and date of cancellation.Keep the following information in mind:Within 24 hours, you may cancel your order without a fee.After 24 hours, your cancellation request will be subject to review.After 24 hours, your cancellation will be subject to incurred shipping fees if the order has already shipped. We will refund the purchase price of the cancelled item, minus shipping costs, once it is received in our warehouse. Refunds will be credited to the original form of payment. Most refunds take 2-3 business days to process. Incurred shipping costs will be automatically deducted from the refund amount.

We are sorry for the problem but love seat is en-route to California and customer will be called for delivery early next week

customer refunded in full

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.
Sincerely,
[redacted]

To Whom It Many Concern, On January 10, 2018 I sent the following response regarding Complaint #[redacted]: "I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me provided that the full refund of $588.19 is credited to my account prior to the pick up of the cabinet -- the pick up arrangements to be a date and time mutually agreed to." On Friday, January 12, 2018 I received an envelope from [redacted] enclosing a packing slip and a [redacted] Ground Package Return Label.  On Monday, January 15, 2018 I telephoned [redacted] regarding the details on how I am to ship back the [redacted] Accent Cabinet, the subject of my initial complaint.  The representative from Elk Group said I needed to place the item in a box, place it outside and call [redacted] to pick up the item. THIS IS NOT ACCEPTABLE. The [redacted] Accent Cabinet is 136.7 lbs, 40.5" high, 44" wide and 14" depth.  I cannot just stick a label on it and drag it out for pick up.  Before Goedeker's reneged on its initial promise to replace the cabinet as stated in a voice mail message left to me by [redacted] [redacted], I had a conversation with Ms. [redacted] about making arrangements to have the  carrier delivering the replacement cabinet pick up the wrong cabinet at the same time.  I stated I do not have the box since it was cut open in order to inspect the cabinet upon delivery (inspecting for damage only and not realizing that there was a green tint on a cabinet that was advertised as white washed); that I only had requested delivery to the curb since in home delivery was way to expensive, I had make arrangements for a friend to help get the cabinet into the house and that I now had no one to help place the wrong cabinet out on the curb for pick up and transport the new cabinet into the house again. As stated in my acceptance of the offer from Goedeker -- "the pick up arrangements to be a date and time mutually agreed to" have not been met.  My complaint #[redacted] is not satisfied; please contact Goedeker for a more mutually acceptable pick up arrangement. Thank you for your consideration. [redacted]

Complaint: [redacted]
I am...

rejecting this response because:
I did call the extended warranty company, which is a third party company - after I told them the issue they said "if the problem is determined to not be covered by the warranty, after inspection and I choice to decline the service, I would still be responsible for paying for the visit and the estimate" I don't think that is ethical nor fair to consumer who has the extended warranty. Therefore, I would like to dispute the whole transaction unless the supplier "goedekers" can come out and service this issue themselves.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I am aware that you have no obligation to sell me an item when there was an incorrect price listed.  I am, however, very disappointed in this situation for 2 reasons.  First, this wasn't your classic mistake pricing error (washer for $25). The washer and dryer I purchased were just recently on sale at these prices for the black friday holiday week.  They were just sold at these prices.  Second, I was not happy with the customer service I received.  It took over 1 week to inform me my order would not be honored.  I could have purchased elsewhere during that time.  Also, I was offered no compensation for the "pricing error." It was either pay more or too bad.I have no way to confirm this was actually a pricing error or your company trying to take advantage of a customer.  I also have no idea what your margins are on these products.  I believe the products should be sold to me at the price I purchased them for (a price which they had just recently been sold for). At the very least, I believe a discount off your current price is in order.  Although I appreciate the gesture, a 10 year warranty with very little coverage is of little value to me.Many states have laws preventing businesses from enforcing a policy allowing them to cancel orders based on an incorrect sales prices. Again, I'm not trying to get away with purchasing a product at a price that was clearly a mistake.  These product had just been sold at these prices not more than a week prior.  Thank you for your time.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/31) */
This was taken care of last week

This was already explained to customer and this is a recap of what took place and why there are shipping charges: Case: [redacted] This is in response to the above case number. Enclosed you will find a copy of the invoice, original transaction receipt, refund receipt, shipment tracking...

confirmation, email communication with the customer, and our policies that the customer accepted before submitting payment with us. Our mutual customer placed an order with us on 4/7/17. On 4/13/17 Part of the order was shipped out but the other items were on back order which the customer was notified of on 4/19/17, 4/26/17 and again on 5/3/17. The customer did not call in to cancel until 5/8/17 and requested to cancel everything but the microwave stating that he had already bought the other items locally. Due to the 24 hour cancellation policy the order is subject to review before finalizing the refund and cancellation of an order that has gone beyond that 24 hours. After reviewing the order it was shown that the microwave, refrigerator, and dishwasher had already been shipped. When the delivery company called customer to set up the delivery the customer told them that the order had been cancelled. So the items had to be return therefore subject to the shipping fees which were $281.25 The customer has already been refunded for the full amount minus the shipping fees incurred. Please see that this customer has already been refunded for the total amount due to him in accordance with our policies that were accepted upon submitting payment with us and is not due any further refunds at this time.

LG agreed to refund the customer and customer has been negotiating with LG and since he has denied the LG offer LG will no longer discuss with us. We have done what we can and have refunded our part. He needs to work this out with LG from this point. We thought we had everything worker out but now the matter is between LG and the customer