Kitchenall

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I am not getting any response from Kitchenall I did initially but the communication was: [redacted] [redacted] [redacted] [redacted] ***-***It would be nice to be given the number to call for [redacted] - which [redacted] and [redacted] are not one in the sameWhen the repair person came to fix the fan assembly he was floored that the company we bought from was leaving all this to us He said he deals with large freight on a daily basis and he has never heard of these policies.Since Kitchenall has offered to send replacement parts at their expense - I would like to have that happen We need the frosted glass pieces that go in the bottom of the unit as they are badly scratched and not presentable We also need the bracket strips that go down the back of the unit and old the shelves And we need the metal framing for the shelf that was damaged.This situation has been handled extremely poorly, mostly due to a lack of empathy or concern A little direction on how to handle everything would have prevented all of this In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

We really tried to help this buyerShe accepted her case with some minor damageWe have offered to replace any damaged parts at our cost, we have offered to help her file a damage claim with the carrier, we offered to help in any other way neededShe could send us a repair bill and we would pay
it. When shipping freight we always instruct every buyer to look at their item BEFORE they sign any documentationIf damage is found REFUSE the delivery, we will send a brand new replacement right away, at no chargeWe file a freight damage claim with the carrier Its that simple.But if they buyer doesn't inspect it and accepts something damaged, there is still concealed damage claim process availableWe offered to help her above and beyond this official damage claim process but she was so enraged by the suggestion that she should file a claim, that she refused any and all of our offers to helpShe seems to be mixing up the *** that will leave a small package on your doorstep with *** Freight, which handles big, heavy commercial equipment that can cost tens of thousands of dollars. Despite our best efforts to instruct her otherwise, the buyer signed a legal document stating that the freight company delivered the item undamagedWe would much have preferred her to look at it and refuse it but she did not do thatWe always ask customer to inspect deliveries..we tell buyers by phone, we send emails with big red letters, we but big yellow stickers all over the boxes warning buyers to refuse damaged shipments. Despite all of this, she is still coveredThere is still a concealed damage process available and she can be reimbursed for any cost incurredIn addition to this we also offered to help the buyer replace any damaged parts at our cost, outside of the official concealed damage processThis may mean sending replacement parts, paying repair billsWe do this all the time, but we still encourage the buyer to file an official concealed damage claim as freight carrier's should be held responsible for damage they caused, and if a lingering issue is ever found much later, the documented claim is will be very helpful. We try to be reasonable and rational and fair with every situation like thisWhatever reasonable steps we can take to find resolution, we will take

Any successfully business transaction is fundamentally based on two responsible parties fulfilling a mutual agreement based in principle. [redacted] however, is a uniquely unprincipled individual who's modus operandi, we've since learned from other victims, is to use phony negative reviews...

(including an identical review here at Revdex.com under the alias "[redacted]”) and credit card disputes in an attempt to either hurt his competitors or get things for free. He is not a business man and we would categorize him first as a petty criminal. Since he has left his review, we have been contacted by other victims of his, including businesses in his neighborhood, asking for help. And help we will, starting right here. I trust that the Revdex.com is sophisticated enough to distinguish a genuine dispute from this crude brand of online bullying. In our case, [redacted], over the course of many months, would make the claim that his unit didn't work, only to suddenly disappear for weeks on end, unresponsive to all emails or phone calls. Then he would reappear to make the claim again, etc. etc. During this entire period, lasting over 2 months, we said the same thing, please let us exchange it or take it back and refund you, all at our expense. We have dozens of emails documenting this. At one point, at his demand, we hired an independent driver to drive 300 miles to his store to pick up the refrigerator. When the driver arrived [redacted] kicked him out of the store, locked the door, and refused all phone calls. This is just one example of the many many games [redacted] played. [redacted] did not even purchase this with his own credit card. The purchase was made by a [redacted], who [redacted] said was his daughter. We could never verify this because when we asked to speak to her he said she was “out of the country”. On another occasion we arranged to have our own truck go retrieve the equipment, we have the certificate of insurance made out to [redacted] to prove it. But as was always the case, [redacted] cancelled in a fit of rage at the 11th hour. In the end we determined that [redacted] could not be helped because [redacted] did not want to be helped. [redacted] recently purchased and renovated this deli and his aim is to keep the new equipment we sent him, without having to pay for it. All of his claims, the angry emails and reviews are designed to achieve this. You can walk into Greg’s deli in Peabody today and see the deli case in question in use, working perfectly. He even had the audacity to feature it on his Google business page, which you have to give him credit for. There is no shame in [redacted]’s game.  In case he deletes the evidence, cut and paste this link: [redacted] .Tell us why here...

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 and the matter has been resolved.  As I have stated prior I was never asked to speak with the electrician and prior stated I bought the used unit for $500.00 I do not have a receipt but I can send a picture of the used unit that I am using.  Yes I confirm that I have not used the new unit since Oct when the used unit was purchased... I will get a hold of the electrician to get a letter stating what his diagnosis was in writing.... And as far as disappearing I have no plans of having to leave town so if I am notified in a timely manner again as you stated I will make sure that I am in reach of my phone service....
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]first of all the discount this person is talking about was because I had someone pick it up for me so they took the $50 delivery charge off so this is not a discount because they misled me. The guy knew exactly what he was doing so when I confronted him over the phone he threatened me telling me that if I went and told on them he said that maybe he should not let me take it even tho this was already paid for. I had a health dept inspection and needed this machine to pass it. Plus they would not have been able to deliver it to me until tuesday july [redacted] same day of the inspection because monday was july [redacted]. Bottom line they advertised and charged me for a 2 1/2 door unit and gave me a 1 1/2 door instead. I was pushed to take it because I needed it but in a very shady way, right after I fought with the guy on the phone and told him I would go to the better business beaureau he took the whole item off the website. He does make it sound like they were very nice and they were far from it. This was false advertisement and they should stand behind their mistake 100% like the guy says he does. All I want is $300 back. I think is fair.
  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear sir and madam, you have followed through on your threat to cause us harm should we not to agree to your demand for a $300 discount. However, this does not change the fact that we will not retroactively discount this item by $300.00. We stated before you purchased that this would not be possible, and we continue to state now that will not be possible. We have been consistent. While we are very serious about resolving genuine complaints, even if we lose money doing it, we cannot in good faith reward people for holding our reputation for ransom. I believe the Revdex.com and any reasonable 3rd party can plainly see that we have acted honesty, ethically, legally, and fairly. Your received exactly what you purchased. We made significant efforts to have equipment ready for you on short notice due to your time table, for this order and the order prior. The prices you paid were excellent. We have openly acknowledged and apologized for having the unit listed on the site with 2.5 doors, when that has been discontinued, but this was all 100% disclosed and discussed before you chose to move ahead with the purchase of the 1.5 door unit. In fact it is my understanding that our staff asked you to reconsider purchasing this, sensing your dissatisfaction, and you purchased anyway. Our only goal is only to offer good products to people at good prices. There is no ulterior motive, try as you might to divine one. We don't 'push' products or even employ sales people. We simply offer what we believe is good value, and whoever feels the same way can make a purchase. And in the event that you regret that purchase, you are free to return it. We are certainly not perfect by any means, but we are honest and reasonable people and you can see this by our A+ rating. If you wish to return your product please contact us to make arrangements. Otherwise I wish you the best of luck with your business. I believe this matter has been dragged on long enough, I believe I have stated my case as well as I can, and I therefore have no more to say on this matter. Thank you.

I believe we have gone above and beyond our duties to this individual. The original issue sounded like a loose electrical connection. It also sounds like the electrician who [redacted] called in did not actually fix the issue, so it happened again. This should have been a simple repair. We asked to speak with the electrician, this was ignored.  We have asked [redacted] for the invoice from the electrician, she has not sent it. We offered to reimburse [redacted] directly for any repair costs. This was refused. We then made a special exception for [redacted] and agreed, upon receipt of the Return Authorization Agreement, to send a driver down to her to immediately to pick it up.  [redacted] would not crate the unit to ship common carrier so the only option was to send a private drive down to get it. We sent the return agreement within minutes of getting off of the phone with [redacted], and went a step further by dispatching a driver right away. Suddenly at this very moment [redacted] disappeared, could not be reached by phone, the agreement went unsigned, emails went unanswered. The driver drove right by her town but could not reach her and kept driving. We assumed she changed her mind and decided to keep it. Then a week later [redacted] reemerged, asking for us to send another driver. We have gone further than I believe is warranted to help, only to be refused or ignored at each pivotal moment. [redacted] has not supplied any documentation, electrician bill, nor has she let us speak to him to try to get the issue fixed. This leads me to believe that [redacted] may not be as interested in solutions as she is in debate. Nevertheless, we will make one final offer to [redacted] to accept back what is now a 3 month old refrigeratorIf [redacted] will supply the electrician’s report diagnosing the original issue, and provide the receipt for the replacement unit she purchased on october **, and if she will testify that the unit has not been used between the time she found this issue and now, then we will accept the unit back, pending inspection, for a full refund. We will arrange all of the freight. The full refund will only be provided if the unit arrives back undamaged, unused, and pending an inspection by the manufacturer so that we can verify the issue. In the event the unit arrives back in a condition other than that which [redacted] has described, we reserve the right refuse the shipment or to charge a restocking fee. If it comes back as she describes we will refund the full $1395 purchase price.

As usually [redacted] does no wrong just read his response to my complaint and many others.   I am wasting my time while this buffoon responded with half truths and lies.  Not worth any more of my time.  Please close complaint as unresolved as he did not even attempt to resolve this issue.  This company does not even have a warehouse he works out of his basement and drop ships everything!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I would like to state that [redacted] herself has stated to us that this damage was minor. We offered to reimburse her to replace her glass shelves, she said she would provide an estimate and never did. This is so minor and easily resolvable that it can only be an issue because the customer made a decision to become inflict some harm rather than discuss solutions. This is her choice and of course there will always be people who will take this path but I find it unproductive and thus am reluctant to engage it further. However, you have asked for a response so I will provide one in some detail below.   We deal with business to business commercial equipment. Shipping damage, though relatively uncommon, is certainly an issue that we spend significant time and money dealing with. We ship big, heavy, expensive equipment than can cost hundreds or often even thousands of dollars to ship. This cannot happen successfully unless both the shipper and receiver understand that both parties must be vigilant when it comes to recognizing freight damage. At any time we have tens of thousands of dollars in damage claims open with multiple freight carriers. This is because when an item is damaged in transit and REFUSED at delivery, the carrier returns it to us. We immediately ship a replacement item to the customer, at no cost to the customer, and file a damage claim with the carrier. The customer bears no cost and we handle everything, period.   All of this hinges on the customer looking at the shipment when it arrives. We instruct every single buyer to inspect the delivery for damage before they sign to accept it. Damage is something that can easily be spotted if one simply looks for it. In the vast majority of cases the box will show visible damage, and even in the cases of minor damage, the buyer can look inside the box and see right away what the state of the item is inside.     At checkout online each buyer is presented with a shipping disclaimer that the buyer must read and check off before they are able to make a purchase. We also, as a policy, verbally tell every buyer to look for freight damage. We then send them detailed checklist for dealing with their shipment upon arrival, please find copy attached. Finally, on the shipment emails we send with tracking, we add, in huge red letters.    WARNING: PLEASE INSPECT YOUR SHIPMENT BEFORE YOU SIGN TO ACCEPT IT. IF YOU FIND UNACCEPTABLE DAMAGE, REFUSE THE SHIPMENT.   Despite all of these precautions, some people inevitably accept damaged equipment without looking at it first. In this case the buyer repeatedly referred to [redacted], mistakenly thinking that the same [redacted] that might deliver a pair of $40 shoes from Zappos was delivering her 300 lb Glass Bakery case. This is not the case. Her carrier was [redacted] Freight, not [redacted]…this is a major distinction because freight transit works much differently than the consumer level shipping that most people are familiar with. Freight companies cannot just leave a shipment on your door step, Freight companies must wait for you to inspect your shipment, and they get a signature by the recipient that says the shipment was delivered in good condition before they can leave.  Our contract with the freight carrier ends the moment that the end user takes the shipment into his or her possession. We could not file a damage claim with the carrier if we wanted to. Had this customer simply looked and refused it, we would accept ALL of the responsibility. In cases where the customer receives the equipment and signs that it was received “in good condition”, the legal recourse for damage then shifts to a concealed damage claim with the carrier. In such cases we can and do still offer to do what we can outside of this concealed damage claim, we did this with [redacted] as well. The fact is, in a situation like this with minor damage it is inexpensive and quite easy to help a customer. This customer however, appears less interested in help and more interested in a fight, which is something I can’t involve myself in.   We try do do as much as we can to educate the customer. The fact remains, just like we have responsibilities for shipments we receive from vendors, a buyer does have a responsibility to look at the equipment before relieving the carrier of responsibility for the shipment.  However, we understand that mistakes will happen and when they do, it is very much in our interest to help. The $100 or $200 it would have cost us to pay for any repair costs would easily have been worth it even if only to save me the time from having to craft this response.  This is a point I hope everyone understands, we want to help both because its the right thing to do, and also because its the smart thing to do from a business perspective. It is in our interest to quickly resolve issues and move on, dragging things on like this benefits no one. Thank you.

[redacted] is welcome to return his unit at any time in the next 2 weeks for a full refund. He will not do this of course, as he has had ample opportunity already, but he is welcome to. He is also welcome to visit our 20,000 ft warehouse and showroom at [redacted] in Brooklyn. Anyone reading this is welcome to visit as well. I hope that a reasonable reader of this, being a business person his or her self, understands that no matter how hard you try to do the right thing, there is always the possibility that a [redacted] will be out there trying to take advantage of you. This is the cost of doing business and we accept that. We have taken every reasonable step, and even a few unreasonable one's trying to resolve things with [redacted]. After much effort and expense we have determined that [redacted] is not interested in help, is not interested in cooperation, and is not interested in returning anything. He has apparently learned that by using phony online reviews and fraudulent credit card disputes, he can damage the reputations of other businesses and get things for free. Time will tell how that works out for [redacted] and [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1. I am not getting any response from Kitchenall.  I did initially but the communication was:[redacted]
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[redacted]. -[redacted]It would be nice to be given the number to call for [redacted] - which [redacted] and [redacted] are not one in the same. 2. When the repair person came to fix the fan assembly he was floored that the company we bought from was leaving all this to us.  He said he deals with large freight on a daily basis and he has never heard of these policies.Since Kitchenall has offered to send replacement parts at their expense - I would like to have that happen.  We need the 2 frosted glass pieces that go in the bottom of the unit as they are badly scratched and not presentable.  We also need the bracket strips that go down the back of the unit and old the shelves.  And we need the metal framing for the shelf that was damaged.This situation has been handled extremely poorly, mostly due to a lack of empathy or concern.  A little direction on how to handle everything would have prevented all of this. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Our company purchased a 72" churrasco grill from Kitchenall on June **, 2014. When ordering the product, their website stated that the availability is: IN STOCK and that the item ships in 3-4 weeks (not usually ships in 3-4 weeks but ships in 3-4 weeks.) Also, on their website, they state that "Within 2 Business days of order you will either be notified that your item has shipped or, in cases where items are shipping direct from the factory, you will be sent a factory estimated shipping date. " I never received a factory estimated shipping date. Their website also states, "Orders shipped from the Kitchenall store or warehouse are generally shipped within 2-3 days of order. Orders shipped direct from the factory typically ship in about 7 days. If any delays are expected you will be notified immediately and will always have the option of canceling your order. Most of our products will have an estimated ship time listed on the product page. We do not guarantee shipping times but will certainly do our best to get deliveries to you as quickly as possible. The Company neither accepts responsibility for crating and packaging performance, nor damage to merchandise after it leaves our warehouse or that of our suppliers. Typical transit time is 3-4 days depending on your location." We were not notified of any delays. When ordering the grill, I was told that 3-4 weeks is the longest it will take and that it should ship out by 7-** at the latest.

I had to contact Kitchenall on July **, 2014 because I had not received shipping confirmation yet. I was informed that the factory is behind and that it won't be shipped until at least July **, 2014. I informed the employee that we had been relying on their ship times for our open date and we have already hired employees to start working. The employee at Kitchenall informed me that they had actually received a lot of these type of complaints lately and that the factory was way behind. He said he would call the factory to see if he could "speed up the process". I got an email back the next day that said, " Hi [redacted], I've asked [redacted] to do everything they can to speed production up. I even contacted the president directly. He insists 7[redacted] is the best he can do, primarily because they are waiting for the motors to be delivered. I do apologize for the delay, but there is nothing more that we can do. We have no choice but to wait for the factory to complete the unit. We will continue to monitor this and will do everything possible to get it shipped the day it is ready. - [redacted]"

I have scheduled our hiring, training, health inspection, fire inspection, building inspection, liquor control board inspection, and budget around the guaranteed ship time of 3-4.

I contacted our lawyer on July **, 2014 to have her look at their website and all the emails. She concluded that they have contradictory terms in the shipping guarantee. They say the item was in stock and that it will ship in 3-4 weeks, not that it usually ships or that it may ship. This is the page that you order the item from. If you search around their website, specifically under Home>Customer Service> Shipping, it states, "Within 2 Business days of order you will either be notified that your item has shipped or, in cases where items are shipping direct from the factory, you will be sent a factory estimated shipping date. " The U.C.C. dictates that if there are contradictory terms, the terms that put the consumer in a better position shall rule. Also, they failed to give us an estimated delivery date within 2 days of the purchase. I also was not informed when there were to be delays in the order. Finally, at the bottom of our invoice, it states, "Payment has been received and order is in production.". That is four major violations of our contract. As of the writing of this complaint, they are still stating that the availability is in stock. If the item is in stock, why are they still making it? That is false advertising.

This is for a Brazilian Steakhouse and this is a specialty item. I ordered specifically from this company based on delivery time as the only other suitable units I found would be coming from Brazil or Australia and they had a much longer lead time. This is not an item I can rent at a local shop, buy a used unit at a restaurant supply store, or order from any other company to get here on time.

I have tried to get a hold of a manager or [redacted] to resolve this problem but they will not talk to me. I had to explain my situation and legal remedies to a sales agent, [redacted], and he told me he wouldn't do anything until he saw something from a lawyer. I am desperately trying to mitigate our damages but Kitchenall is making that almost impossible.Desired Settlement: I am demanding specific performance of their contract with a guaranteed arrival date of July **, 2014, (4 weeks plus 7 days max shipping time). If they have to pay the factory to get it going quicker and pay for overnight shipping than that is what they need to do. If we do not get the item by July **, 2014, they will be liable for consequential damages which we will pursue.

Business

Response:

Hi, [redacted] of Kitchenall here. Please allow me to explain. This buyer ordered a custom built $11,000 Churrasco Grill from [redacted]. This is an [redacted]redibly high quality, heavy duty, custom designed factory built to order piece of equipment. At time of order the estimated lead time was 4 weeks. Halfway into production the factory contacted us to tell us that it would take a week longer than expected because 2 components had arrived later than expected. We immediately conveyed this to the buyer and he got very upset.

This is the extent of it. The buyer is upset that the factory lead time on this item was extended, by the factory, by a week. We have apologized to him, we have asked the factory to try and get it done sooner, we have even made offers to refund money. None of this has helped.

Kitchenall has dealt with the buyer honestly and in good faith. He will get a great product that he will use for the next 20 years. I'm sorry that his custom built unit took a week longer than expected, but this is not unprecedented or even unreasonable when dealing with custom built equipment such as the [redacted] Churrasco Grill. We do our best to keep customers informed at all times and extended the lead time shown for these units as soon as the factory let us know it had changed. When things slow down in the fall lead time will likely move back to 4 weeks. Thank you. -[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In Kitchenall's response they state, "Halfway into production the factory contacted us

to tell us that it would take a week longer than expected because 2 components

had arrived later than expected. We immediately conveyed this to the buyer and

he got very upset."

Kitchenall made no attempt to inform me of any delay. I was told of the delay in an email afterI called and spoke with [redacted] on July **, 2014.

Also, upon checking my bank statement, the wire transfer for the purchase of the grill actually took place on June **, 2014 but Kitchenall didn't send an invoice to me or [redacted] until 5 days later on June **, 2014. This further delayed the production time. Kitchenall also is stating, "The buyer is upset that the factory lead time on

this item was extended, by the factory, by a week." First of all, the factory never extended their lead time. Kitchenall was aware of the six week lead time to begin with. Second, we will be getting the grill, at earliest, 8 weeks after first ordering it. This is twice the amount of time they were contractually obligated to deliver by.

Having gotten no assistance whatsoever from Kitchenall, I telephoned [redacted] directly.

They explained to me that the grill is under production, and that they were expecting to receive parts

for the grill on July **, one day after the date on which the grill should be delivered to my restaurant in

accordance with the purchase agreement between [redacted], [redacted]. and Kitchenall.

According to [redacted], they always inform Kitchenall that the minimum time required for

production is 6 weeks, and that Kitchenall should not be telling its customers that an item will be

ready within 3-4 weeks, as that short a time frame “is impossible.” Clearly, Kitchenall misrepresented

the facts in a fraudulent inducement to procure my purchase.

After speaking with [redacted], on July **, 2014 I telephoned Kitchenall in a further attempt

to persuade Kitchenall to make good on its contractual obligations. I was informed by “[redacted]” that

Kitchenall had no obligation to deliver the grill by a certain date. I notified [redacted] that, contrary to the

promises made on Kitchenall’s website, I never received notification that production of the grill was

delayed, and therefore was not provided the opportunity to timely cancel my order and/or cover by

sourcing the grill from another vendor. I further notified [redacted] that I had filed a complaint with the

Revdex.com, noting to him that a similar complaint about late delivery issues was filed

previously by another of Kitchenall’s customers. Instead of showing concern or offering to resolve

my situation, [redacted] resorted to making threats that, because I had exercised my rights by filing a

Revdex.com complaint, he intended to make numerous fraudulent online negative complaints about my

restaurant in an effort to cause me to lose business. This is unacceptable and further exemplifies

Kitchenall’s bad faith.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

By now [redacted] has received and is using his equipment, so it is not possible to resolve this complaint. His request for resolution is for us to build his product faster and ship his product earlier, which would A) require a time machine and B) require us to take control of the factory making the product. Obviously this is not reasonable. I've offered compensation, etc. All [redacted] really wants is to vent and inflict pain.

I've proven beyond a reasonable doubt that our 4 week lead time was made in good faith. [redacted]'s previous argument was that it would have been "Impossible" ([redacted]s words) to ship a Churrasco in a month and therefore I should not have quoted a month, but I have demonstrated that not only was it possible, but in fact we did it with the order just before his. He said "Impossible", but we did it. So its not "Impossible" at all. Now he forced to come up with new arguments that make even less sense in order to keep this all going.

I don't expect this issue to be "resolved" because [redacted]'s actions are now intended to cause me harm so that he can feel 'better'. We all know these types of people. He is not interested in resolution he is interested in revenge. He is using Revdex.com inappropriately as this should be a venue for reasonable people to resolve differences. [redacted] is not interested in resolving anything. I hope this people at Revdex.com will see what [redacted]'s motivation is and put this to an end.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Wow! Talk about venting! First of all, there was no compensation offered on Kitchenall's behalf, no expedited shipping offer, nothing. In reading this complaint and following the trail of evidence, if you still choose to do business with these liars, you will find yourself regretting it as much as I am.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: After long debate with the owner of Kitchenall (Stephen R[redacted]) on the delivery of my equipment I finally received half of my order on Sept **, 2015, which the first was my Sandwich station..... Once myself and my daughter carried it into my establishment ourselves I plugged it in after peeling all the wrap off of it, which the driver had already left the premises, and the station turned on but I went ahead and turned it off being as I was not going to be there for a couple of days... On Sept *, 2015 I received the other half of my order which included the Deli Case.. Health department came in on Monday October *, 2015 at 2:00 pm (which he had told me to turn the equipment on 1 hour before he gets there to make sure that it reaches temp)...I turned the equipment on at 1:00 pm and as the Health Inspector was signing the License the sandwich station stopped working...I called Kitchenall and spoke with Victor and he told me that there was nothing that they could do, but he would check on some things and call me back... I then called the company that made the equipment and they stated that they could not help me that I would have to contact the company that I purchased the equipment from...I waited for Victor to call me back and again I never got a call back so I called an electrician because I needed the sandwich station for my opening on October *, 2015... The electrician stated that the wires was not secured and barely connect and he felt that the only reason it only worked for an hour because when I kept it plugged in that the little connection it had worked itself loose from the compression fibration... On October **, 2015 I came into work and the sandwich station was not working again (no electricity getting to it), I called Kitchenall again and asked what to do and Stephen stated "that there is a 2% chance of equipment not working and I happened to be in the 2%".. He said that he would reimburse me $250.00 for an electrician to come out and then replace the part, because I had the warrantly.. I explained that I would be charged more than that for them to come out and find the problem and then come back to replace the part once I get the part... He stated, "Well that is what I am agreeing to pay because an electrician will raise the price if he knows that he is paying".... After a long and heated discussion Stephen agreed to come and pick the equipment up at his expense and refund me my $1400.00 dollars.... On October **, 2015 (After making sandwiches out of my back kitchen for temp reasons), I went a bought another sandwich station... I left that night to go out of town and returned back in the states on October **, 2015 and got my phone services back and had two messages on my phone... One was from the truck driver stating that he was coming on Monday, October **, 2015 to pick the equipment up and then the next message was from Kitchenall to sign the papers that was e-mailed me for pick up... When I got home and signed the form (which was on Sunday) I then called on Monday October **, 2015 and spoke with Victor and explained the situation, he stated "The agreement was only for 5 days and the 5 days has passed but he would have Stephen call me."... I later called that same day and again Stephen could not come to the phone... I waited 3 days till October **, 2015 and called them back and Victor told me that the decision stands that the five days has passed and he could not refund my money now and the driver had to go back"... At NO TIME during Stephen and My conversation did he state that it was only good for 5 days I would have told them then that my partner would be there to sign for the pick up and my daughter was at the store from 8:30 to 4:00 and driver ever showed up.... Along with the Deli case that the top of the case where the fans are is not even bolted to the top, so I have it held up with a metal bar so the water doesn't go everywhere and again Stephen wasn't worried about that either.... I shouldn't have to had to pay $1400.00, which I had to get a loan for, for a piece of equipment that I only got to use little over a week.... The way that Stephen the owner spoke to me on several occasions is undescribeable.....Desired Settlement: I would like the equipment picked up at Kitchenall expense and get a Refund of $1400.00 which was verbally agreed to on the phone on October **, 2015 by the Owner Stephen R[redacted]...and that threat to me if I reported this that "Inside Out Deli and Bakery would have retaliation towards it" be on record that I was threatened...

Business

Response:

We are very much aware of [redacted] and Inside Out Deli. She placed an order of 6 pieces of restaurant equipment on August ** (paid on 9/**) and has voiced these complaints and others to many in out office, frequently invoking the Revdex.com. Anticipating an unstable situation, this was escalated internally and I went to great lengths in an effort to satisfy her; rushing orders out in separate shipments, offering to pay for her expenses, and even hiring a private trucker to travel 600 miles from New York to Virginia and back, in order to pickup an item she wanted to return. Our final assessment was that there was probably nothing we could do to make [redacted] happy, as solutions were not what she was after. I suspect that the process of writing and filing this very post was more satisfying to [redacted] than anything we could have done. Allow me to address each of her points:1. [redacted] says her equipment was “finally” received on 9/**, suggesting a long and period of time had elapsed In fact this order was paid on 9/**. So this “long” period of time was actually 1 week. Furthermore, this one week was the time it took to receive her final 2 items, the majority of the order shipped on 9/** (New Penn Tracking:[redacted]), only 2 days after the order had been paid.2. One refrigerator had an issue that [redacted]’s refrigeration tech diagnosed as a loose wire and repaired. This is an issue that most likely happened from being knocked into during transit, uncrating, or while being moved into [redacted]’s store. As [redacted] says we did offer to pay the tech’s service bill up to $250, but what she did not say is that we also told her that if the bill would be higher, just to have the tech call us for approval. $250 was never an absolute limit. If the bill would be higher, all we asked for was a call from the tech. 3. [redacted] was not satisfied with any offer to pay for any service for her unit and so took the next step and offered to accept the used unit back, and to pay for a trucker to go get it. This unit had been uncrated and [redacted] would not agree to re-box it so we had no way to ship it common carrier without it being damaged. We therefore hired a private driver to make the trip. [redacted] agreed to the return and the driver was dispatched within 2 days. As discussed we also sent the return agreement for her signature. To be clear, on October [redacted] we had a verbal agreement in place to take her unit back on Monday 10/**. We immediately arranged for the driver to pickup her unit. Having heard from [redacted] regularly for many weeks, she was suddenly unavailable. The agreement went unsigned and the driver reached her location on Monday 10/** but was unable to make contact with her in order to pickup her unit. This amounted to 600 miles of driving, the cost of which we still paid to the driver for services rendered. At this time we assessed that [redacted]’s unit was working well and that she had changed her mind with regards to the return. This case was then closed internally.To reiterate, when [redacted] felt 1 week was too long of a time to receive her order, we split it into 2 shipments at our cost, so that we could get the in stock items to her right away. When [redacted] had a problem with a unit, we offered to replace any parts and pay for the service. When [redacted] insisted on returning her item instead, we immediately dispatched a truck, again at our cost, to go get it. Keli has a used refrigerator that she is states is not functioning. Per policy this is not something that is returnable and must be handled through warranty. We nevertheless took the step of not only allowing a return, but sending a driver at our cost to pick it up. When the trucker we dispatched was unable to pick up the return, and when our emails and calls suddenly when unanswered, this very unique offer expired. When [redacted] re-emerged, over a week later, asking for another truck to be dispatched, we made the decision to decline the request. We are still perfectly willing to help her with any warranty claim but we cannot continue to make special exceptions for [redacted]. With regards to her reference to “heated discussions” and “undescribeable” language, these are embellishments that I can’t specifically address except to say that [redacted] was very well known within the office and all representatives were reminded to be polite and diplomatic at all times in order to avoid even the perception of escalation. We took [redacted] very seriously.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because The response from Kitchenall is not a true statement because I was not given a pick up date and my daughter was here in the building from 8:30 to 4:00 that day and no truck showed up... again I stated that I was out of town with no phone service... If I would have had a pick up date given to me as what was replied by Steve then I would have told him that my partner would be here and I wouldn't be.... There was no response on having the Tech give him a call if the price was going to be higher..... and Absolutely the staff was very nice except the owner Steve..... I had to go get another unit because when I did call the first time and spoke with Victor he never called me back to let me know what to do so that is when I called the tech out and looked at it and again I was never told that the first bill would be paid for... It was the second time that the unit broke is when I was only told I would be reimbursed for 250.00.... I am paying on a loan for a unit that doesn't work... I would like to get it working so I can either use it or get my money back.... I see no resolution in Steves response....

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I believe we have gone above and beyond our duties to this individual. The original issue sounded like a loose electrical connection. It also sounds like the electrician who [redacted] called in did not actually fix the issue, so it happened again. This should have been a simple repair. We asked to speak with the electrician, this was ignored. We have asked [redacted] for the invoice from the electrician, she has not sent it. We offered to reimburse [redacted] directly for any repair costs. This was refused. We then made a special exception for [redacted] and agreed, upon receipt of the Return Authorization Agreement, to send a driver down to her to immediately to pick it up. [redacted] would not crate the unit to ship common carrier so the only option was to send a private drive down to get it. We sent the return agreement within minutes of getting off of the phone with [redacted], and went a step further by dispatching a driver right away. Suddenly at this very moment [redacted] disappeared, could not be reached by phone, the agreement went unsigned, emails went unanswered. The driver drove right by her town but could not reach her and kept driving. We assumed she changed her mind and decided to keep it. Then a week later [redacted] reemerged, asking for us to send another driver. We have gone further than I believe is warranted to help, only to be refused or ignored at each pivotal moment. [redacted] has not supplied any documentation, electrician bill, nor has she let us speak to him to try to get the issue fixed. This leads me to believe that [redacted] may not be as interested in solutions as she is in debate. Nevertheless, we will make one final offer to [redacted] to accept back what is now a 3 month old refrigeratorIf [redacted] will supply the electrician’s report diagnosing the original issue, and provide the receipt for the replacement unit she purchased on october **, and if she will testify that the unit has not been used between the time she found this issue and now, then we will accept the unit back, pending inspection, for a full refund. We will arrange all of the freight. The full refund will only be provided if the unit arrives back undamaged, unused, and pending an inspection by the manufacturer so that we can verify the issue. In the event the unit arrives back in a condition other than that which [redacted] has described, we reserve the right refuse the shipment or to charge a restocking fee. If it comes back as she describes we will refund the full $1395 purchase price.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. As I have stated prior I was never asked to speak with the electrician and prior stated I bought the used unit for $500.00 I do not have a receipt but I can send a picture of the used unit that I am using. Yes I confirm that I have not used the new unit since Oct when the used unit was purchased... I will get a hold of the electrician to get a letter stating what his diagnosis was in writing.... And as far as disappearing I have no plans of having to leave town so if I am notified in a timely manner again as you stated I will make sure that I am in reach of my phone service....

Sincerely,

Review: We ordered a refrigerated bakery case. It arrived damaged. The bracket for the shelf was broken, the glass is scratched and one of the fans does not turn. There is debris in the bottom of the case. We contacted Kitchenall on Friday (immediately after receiving it) - they did not return our call. Called again on Monday and was told to send an email with pictures and [redacted] paperwork. They responded that we should take the matter up with [redacted] as it was out of their hands as we accepted the delivery. [redacted] does not wait for a customer to un-crate a delivery and plug it in to check for refrigeration. It is ridiculous that Kitchenall is not taking the matter up with [redacted] on our behalf. In fact, it is ridiculous that they are not having us return this broken case and replacing it with a new one.Desired Settlement: I paid for a new case - I expect a new, undamaged case.

Business

Response:

We really tried to help this buyer. She accepted her case with some minor damage. We have offered to replace any damaged parts at our cost, we have offered to help her file a damage claim with the carrier, we offered to help in any other way needed. She could send us a repair bill and we would pay it. When shipping freight we always instruct every buyer to look at their item BEFORE they sign any documentation. If damage is found REFUSE the delivery, we will send a brand new replacement right away, at no charge. We file a freight damage claim with the carrier. Its that simple.But if they buyer doesn't inspect it and accepts something damaged, there is still concealed damage claim process available. We offered to help her above and beyond this official damage claim process but she was so enraged by the suggestion that she should file a claim, that she refused any and all of our offers to help. She seems to be mixing up the [redacted] that will leave a small package on your doorstep with [redacted] Freight, which handles big, heavy commercial equipment that can cost tens of thousands of dollars. Despite our best efforts to instruct her otherwise, the buyer signed a legal document stating that the freight company delivered the item undamaged. We would much have preferred her to look at it and refuse it but she did not do that. We always ask customer to inspect deliveries..we tell buyers by phone, we send emails with big red letters, we but big yellow stickers all over the boxes warning buyers to refuse damaged shipments. Despite all of this, she is still covered. There is still a concealed damage process available and she can be reimbursed for any cost incurred. In addition to this we also offered to help the buyer replace any damaged parts at our cost, outside of the official concealed damage process. This may mean sending replacement parts, paying repair bills. We do this all the time, but we still encourage the buyer to file an official concealed damage claim as freight carrier's should be held responsible for damage they caused, and if a lingering issue is ever found much later, the documented claim is will be very helpful. We try to be reasonable and rational and fair with every situation like this. Whatever reasonable steps we can take to find resolution, we will take.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1. I am not getting any response from Kitchenall. I did initially but the communication was:[redacted]

[redacted]. -[redacted]It would be nice to be given the number to call for [redacted] - which [redacted] and [redacted] are not one in the same. 2. When the repair person came to fix the fan assembly he was floored that the company we bought from was leaving all this to us. He said he deals with large freight on a daily basis and he has never heard of these policies.Since Kitchenall has offered to send replacement parts at their expense - I would like to have that happen. We need the 2 frosted glass pieces that go in the bottom of the unit as they are badly scratched and not presentable. We also need the bracket strips that go down the back of the unit and old the shelves. And we need the metal framing for the shelf that was damaged.This situation has been handled extremely poorly, mostly due to a lack of empathy or concern. A little direction on how to handle everything would have prevented all of this.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I would like to state that [redacted] herself has stated to us that this damage was minor. We offered to reimburse her to replace her glass shelves, she said she would provide an estimate and never did. This is so minor and easily resolvable that it can only be an issue because the customer made a decision to become inflict some harm rather than discuss solutions. This is her choice and of course there will always be people who will take this path but I find it unproductive and thus am reluctant to engage it further. However, you have asked for a response so I will provide one in some detail below. We deal with business to business commercial equipment. Shipping damage, though relatively uncommon, is certainly an issue that we spend significant time and money dealing with. We ship big, heavy, expensive equipment than can cost hundreds or often even thousands of dollars to ship. This cannot happen successfully unless both the shipper and receiver understand that both parties must be vigilant when it comes to recognizing freight damage. At any time we have tens of thousands of dollars in damage claims open with multiple freight carriers. This is because when an item is damaged in transit and REFUSED at delivery, the carrier returns it to us. We immediately ship a replacement item to the customer, at no cost to the customer, and file a damage claim with the carrier. The customer bears no cost and we handle everything, period. All of this hinges on the customer looking at the shipment when it arrives. We instruct every single buyer to inspect the delivery for damage before they sign to accept it. Damage is something that can easily be spotted if one simply looks for it. In the vast majority of cases the box will show visible damage, and even in the cases of minor damage, the buyer can look inside the box and see right away what the state of the item is inside. At checkout online each buyer is presented with a shipping disclaimer that the buyer must read and check off before they are able to make a purchase. We also, as a policy, verbally tell every buyer to look for freight damage. We then send them detailed checklist for dealing with their shipment upon arrival, please find copy attached. Finally, on the shipment emails we send with tracking, we add, in huge red letters. WARNING: PLEASE INSPECT YOUR SHIPMENT BEFORE YOU SIGN TO ACCEPT IT. IF YOU FIND UNACCEPTABLE DAMAGE, REFUSE THE SHIPMENT. Despite all of these precautions, some people inevitably accept damaged equipment without looking at it first. In this case the buyer repeatedly referred to [redacted], mistakenly thinking that the same [redacted] that might deliver a pair of $40 shoes from Zappos was delivering her 300 lb Glass Bakery case. This is not the case. Her carrier was [redacted] Freight, not [redacted]…this is a major distinction because freight transit works much differently than the consumer level shipping that most people are familiar with. Freight companies cannot just leave a shipment on your door step, Freight companies must wait for you to inspect your shipment, and they get a signature by the recipient that says the shipment was delivered in good condition before they can leave. Our contract with the freight carrier ends the moment that the end user takes the shipment into his or her possession. We could not file a damage claim with the carrier if we wanted to. Had this customer simply looked and refused it, we would accept ALL of the responsibility. In cases where the customer receives the equipment and signs that it was received “in good condition”, the legal recourse for damage then shifts to a concealed damage claim with the carrier. In such cases we can and do still offer to do what we can outside of this concealed damage claim, we did this with [redacted] as well. The fact is, in a situation like this with minor damage it is inexpensive and quite easy to help a customer. This customer however, appears less interested in help and more interested in a fight, which is something I can’t involve myself in. We try do do as much as we can to educate the customer. The fact remains, just like we have responsibilities for shipments we receive from vendors, a buyer does have a responsibility to look at the equipment before relieving the carrier of responsibility for the shipment. However, we understand that mistakes will happen and when they do, it is very much in our interest to help. The $100 or $200 it would have cost us to pay for any repair costs would easily have been worth it even if only to save me the time from having to craft this response. This is a point I hope everyone understands, we want to help both because its the right thing to do, and also because its the smart thing to do from a business perspective. It is in our interest to quickly resolve issues and move on, dragging things on like this benefits no one. Thank you.