Mrs. G TV & Appliances

The service I received from MrsGs service was excellentPete from Bella Installations installed my new applianceHe explained everything I needed to know about the use of the machinesHe answered all my questions He was on time I would highly recommend him for anyone needing this service
Ann Foley

Review: I purchased a Viking Convection microwave on 6/27 for $1389 which was prepaid and the terms were "special order, there are no returns on special order items, once ordered no changes can be made, no refunds, no in-store credit" which I agreed to. The expected delivery time was a couple of weeks, although there is no indication on the order as to when delivery would be expected. The salesperson said it would be a couple of weeks.Not until I called to check on the status at three weeks was it made clear to me that Viking would not release the order until the truck was full going to Mrs.Gs.What this means is that the receipt of my order is contingent on what other orders Mrs Gs receives and how long it takes to fill up a truck. As of today, now 4 weeks after ordering, the truck is estimated to be half full. The rep called today to say that if I paid an additional $80 Viking would ship the order to me otherwise I have to wait for a full truck. When we challenged them to pay the $80 the answer was no. At no time was this made clear at ordering - that my order would not be processed until they had enough orders to fill a truck. There is no way to estimate how long that could take, in the meantime they have my money. Mrs. Gs practice of not informing customers of their underlying business practice/process with their vendors, in this case Viking, is wrong and purposefully hidden, otherwise who would buy from them if delivery could never be estimated, let alone guaranteed.Desired Settlement: For Mrs. Gs to pay the $80 cost to get the shipment expedited.

Business

Response:

As of today 7/31/13 the product is in and we have contacted both the customer and the Installer and let them know.[redacted], the salesman made a compromise with the customer, they agreed to pay $35.00 and Mrs G's paid the remainder of the shipping charges for this order ($55.00) for a quick ship. Although 4 weeks is not quick ship, that is the program name for getting pieces shipped outside the minimum quantity.We do apologize for this situation and the inconvenience to our customer. The salesman did know about the quick ship program but assumed we would have a full shipment in a couple weeks as we usually do. He should have been in contact with the customer as soon as he knew their was going to be a delay. Our salesmen are instructed to keep communicating with customer if their are issues so that we don't have this situation. It appears [redacted] did not keep in contact with our customer and we are addressing that issue with [redacted].

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We purchased a faucet, garbage disposal, & 4 appliances at [redacted]'s TV and Appliances--a Dishwasher, Microwave, Range, and Refrigerator. They were delivered to our home on July 17, 2013. When they were delivered, we noticed that there were 2 large dents in the right side french door of the refrigerator. We pointed it out to the delivery man. He said we should note it on the receipt and call the store because they would NOT load it back on the truck. We contacted the store and were told that they would take care of it. The 3 remaining appliances were unloaded and placed in a corner of our kitchen awaiting installation by our contractor, who was doing our kitchen remodel. We subsequently, noticed that the gas range was also dented in 3 places and informed the store. After over 2 months of negotiating, the store finally agreed to give us 10% off the refrigerator and 10% off the stove, and that was only after we put our American Express payment in dispute. However, they refused to refund us the $18.42 sales tax on the refunded 10%. Yet for their anniversary sale in Sept., 2013, they were willing to pay the entire amt of sales tax on purchases. Their response to AMEX was inaccurate and we have proof that we only asked for the $18.42 on the refunded amount. [redacted] claims to give personal attn to their customers unlike the "Big Box" stores. We would strongly disagree. We dealt with the Cust. Serv. Rep. who did not seem to understand that what we settled for was the barest minimum of compensation on 2 appliances, $263 (excluding the tax). The refrigerator should have been replaced. It is scratched and dented and although the door was replaced the 2 french doors are not not level. [redacted]'s strategy seems to be NOT to satisfy the customer but to wear them down. It is surprising to us that they have a triple A rating from the Revdex.com.Desired Settlement: We would like an apology from [redacted] for misrepresenting us to American Express and a refund of $18.42 which represents the sales tax on the refunded 10% on the 2 appliances.

Business

Response:

The attached email string shows a clear settlement was agreed to by Mr. and Mrs. [redacted]. The final step was waiting for the paint which took a while since it is a new color. The paint was on Back order but has recently been received by the [redacted]'s. That was the final step in settling the complaint. As shown in the email dated Friday, September 13, 2013.

We do not get sales tax refunds from the State of NJ for allowances like this, therefore no tax was refunded.

It appears the [redacted]'s have decided to request the sales tax be refunded by submitting this complaint to the Revdex.com because they saw a sale we had for our anniversary in September.

Although we do not get the tax back from the State we will agree to sending a check for the amount requested.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The tax will be refunded per [redacted]'s Service Mgr., [redacted] e-mail to us via our credit card. We feel strongly that should have been done when we asked for it early on in our negotiations with [redacted]. Unfortunately, the apology that we requested was not forth coming and their responses both to you and American Express were accusatory and negative towards us. We have proof that [redacted] misrepresented us to American Express in their response letter to American Express after we put the account in dispute. American Express was very sympathic to our situation and even offered to refund us the tax if [redacted] would not. [redacted]'s version of the tax refund to AMEX was that we wanted the tax refunded on the entire purchase price of the appliances (refrigerator and range) in dispute and that we were taking advantage of them. When, in fact, we specifically requested, in our emails to them, that we were requesting the tax only on the 10% refunded amount. Did they send you the copy of their response to AMEX along with the information that they made available to you? Perhaps now you can understand why we just gave up and settled for next to nothing from them. They are not portraying to you an accurate picture of what transpired.