These assertions made by Mr. A[redacted] are ludicrous. There was absolutely NO deception on our part. We have absolutely gone above and beyond to accommodate this customer. Back orders are an issue over which we have no control. It is understandable to be frustrated by this, we are frustrated, as well. However, Allstate Appliances does not manufacture product; we can only deliver the product as we get it from the manufacturer. We took the trouble to locate the sole remaining cooktop in the country, hired a driver especially for the purpose of driving to Las Vegas to pick it up and deliver it directly to Mr. A[redacted]. It did have to be removed from the box in order to fit in the driver’s car. It is possible that the manual was left in the box. If Mr. A[redacted] had a problem with this when it arrived, he should have refused the cooktop at the time of delivery. Instead, he accepted the cooktop and had it installed in his home. To come back after the fact, call us liars, and try to extort money from us is egregious. Even after the harassment we have endured with this customer, we offered to take the cooktop back and give him a full refund, which he refused. We are still willing to take the cooktop back and provide a full refund if it is still in like-new condition. What more can a company do?? Allstate Appliances takes customer service very seriously. We would not have survived in business for 46 years without doing so. Once in a while, we run into a customer whose agenda is not to be reasonable or fair-minded, but to try to take advantage of a situation wherever he can. Mr. A[redacted] is one of these customers.
Mrs. [redacted] signed for the refrigerator without opening it for inspection. This is why we specifically spell out, in writing, that the homeowner should inspect the unit BEFORE signing for it. Damage to products during shipping does sometimes occur, often times without any outward signs of damage to the outside of the box. That is why inspection by the homeowner is critical. Mr. [redacted] was told repeatedly by the sales person to inspect the refrigerator before signing for it, and it that policy is clearly written on the sales receipt. Furthermore, why would Mr. [redacted] install a damaged refrigerator? The fact that he waited 6 weeks to report the issue, signed for the unit sight unseen, and then installed the unit leads us to believe that Mr. [redacted] is circling back to us after having been denied compensation from the shipping company. Regardless of the circumstances, it is ridiculous to expect Allstate Appliances to bear any responsibility in this situation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. But will never do business with them again.
Regards,
[redacted]
The 17% rebate that was promised WAS paid to the customer, less the restocking fee. The restocking fee was applied as per our policy, clearly stated on the customer invoice. The customer did not want the wine refrigerator with the broken shelves, would not allow us to replace the shelves, and demanded a new wine refrigerator be sent to her. We ordered a new refrigerator specifically at her request and it was refused at the time of delivery. The restocking fee covers our multiple trips to her home to replace the shelves and to deliver the wine unit, and helps defray the shipping costs we pay both to get the new unit to us and to return it to the factory. We also pay a fee for returning merchandise, as it can no longer be resold as "A" stock. We will refund the cost of the hood. The hood was purchased by the builder who had not referenced the customer name on the paperwork. Because we didn't know for whom the hood was purchased, we did not know we needed to refund that money. We will refund $1,685.00 to the customer.
These assertions made by Mr. A[redacted] are ludicrous. There was absolutely NO deception on our part. We have absolutely gone above and beyond to accommodate this customer. Back orders are an issue over which we have no control. It is understandable to be frustrated by this, we are frustrated, as well. However, Allstate Appliances does not manufacture product; we can only deliver the product as we get it from the manufacturer. We took the trouble to locate the sole remaining cooktop in the country, hired a driver especially for the purpose of driving to Las Vegas to pick it up and deliver it directly to Mr. A[redacted]. It did have to be removed from the box in order to fit in the driver’s car. It is possible that the manual was left in the box. If Mr. A[redacted] had a problem with this when it arrived, he should have refused the cooktop at the time of delivery. Instead, he accepted the cooktop and had it installed in his home. To come back after the fact, call us liars, and try to extort money from us is egregious. Even after the harassment we have endured with this customer, we offered to take the cooktop back and give him a full refund, which he refused. We are still willing to take the cooktop back and provide a full refund if it is still in like-new condition. What more can a company do?? Allstate Appliances takes customer service very seriously. We would not have survived in business for 46 years without doing so. Once in a while, we run into a customer whose agenda is not to be reasonable or fair-minded, but to try to take advantage of a situation wherever he can. Mr. A[redacted] is one of these customers.
Mrs. [redacted] signed for the refrigerator without opening it for inspection. This is why we specifically spell out, in writing, that the homeowner should inspect the unit BEFORE signing for it. Damage to products during shipping does sometimes occur, often times without any outward signs of damage to the outside of the box. That is why inspection by the homeowner is critical. Mr. [redacted] was told repeatedly by the sales person to inspect the refrigerator before signing for it, and it that policy is clearly written on the sales receipt. Furthermore, why would Mr. [redacted] install a damaged refrigerator? The fact that he waited 6 weeks to report the issue, signed for the unit sight unseen, and then installed the unit leads us to believe that Mr. [redacted] is circling back to us after having been denied compensation from the shipping company. Regardless of the circumstances, it is ridiculous to expect Allstate Appliances to bear any responsibility in this situation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. But will never do business with them again.
Regards,
[redacted]
Please see the attached letter for our detailed response to the C[redacted] complaint.
The 17% rebate that was promised WAS paid to the customer, less the restocking fee. The restocking fee was applied as per our policy, clearly stated on the customer invoice. The customer did not want the wine refrigerator with the broken shelves, would not allow us to replace the shelves, and demanded a new wine refrigerator be sent to her. We ordered a new refrigerator specifically at her request and it was refused at the time of delivery. The restocking fee covers our multiple trips to her home to replace the shelves and to deliver the wine unit, and helps defray the shipping costs we pay both to get the new unit to us and to return it to the factory. We also pay a fee for returning merchandise, as it can no longer be resold as "A" stock. We will refund the cost of the hood. The hood was purchased by the builder who had not referenced the customer name on the paperwork. Because we didn't know for whom the hood was purchased, we did not know we needed to refund that money. We will refund $1,685.00 to the customer.