Queen Appliance Wholesale

I received this complaint yesterday by mail The guest complained on their arrival that the first room had an odor and we happily accommodated by changing them to a different room They were here for a city wide event and stayed the first night in in the rooms Instead of contacting us of further problems they left the property and their belonging in their rooms until they arrived back at 6pm demanding a full refund stating the issues they had with the rooms that we could have taken care of while they were gone check out procedures if they were that unhappy, would have been to remove their belongings prior to their return since they were not planning on staying and I wouldn't have lost the revenue for the second night due to their property still being here When I was contacted on the following Monday it was by a family member and not the registered guest, I offered to refund the second night since they didn't stay as a curtsey since they still had belonging in the room under pm when they should have vacated the room by amI never called the guest liars but did state that the rooms had been cleaned prior to their arrival and that the problem with the toilet had not been seen by my staff and mentioned that it could have happened when someone leaned back against the tank If we had been told or even if they had dropped a note about the problem we could have fixed itI still am willing to give a refund for the second night of their stay but, since they had used both rooms feel that that is all I'm responsible to refund When I contacted the registered guest all she did was yell and scream over the phone and was not willing to discuss this reasonablyShe stated she had pictures but refused to show me any documentation and that she would use it in court.Donna P [redacted] Manager

August 7, 2014In response to customer complaint id [redacted] on delivery issues the customer did indeed get delivery on August 6, On July 15, the trucking company picked up the merchandise for our NJ warehouse and had it shipped to their hub in CaliforniaWhen they did that the washer and dryer got separate they only transferred on piece so they had to wait until the other piece arrived from New York to complete the deliveryWhen the customer purchased the units she was told that the units were on back order from the mfgand could be quite some time before they would be available did she want to change the model, get a refund, or just wait for them to become availableThe customer chose to wait for the units to become availableI have attached a copy of the delivery status from the trucking company which is where the mistake happenedShe should have received her product on 7/24/but they forgot to ship the washer with the dryerShould you have any questions please feel free to contact me at ###-###-####Sincerely,Bonnie *Y [redacted] Office Manager Queen Appliance Wholesale

In regards to us leaving the next morning and leaving our personal belongings in the rooms, this was our only choice considering that the office had not yet opened before we left to attend the eventWhere did they suggest us leaving our personal items? Also other than us checking out how were they to be sure we left our items in the room? The house keeping did not visit either room that day to do the house keeping, that we were told by the hotel is done everyday in stays shorter than a weeks timeAs for the fact that one of the managers Donna called us liars is in correct....you do not have to say the word in order to call someone a liar, when we stated our problems with the room example: the broken toilet Donna did not say we were lying about it directly but stated that we leaned back on the tank and broke it our self'sWhen I spoke with Donna I did not scream at her as she states, I was hardly able to speak due to her talking over word I was saying, to the point that I actually had to ask her if she was going to let me speakIn regards to them stating that they are still willing to give us a refund for one night for both rooms is incorrect, when we spoke with the management group and the accountant whom answers the phone "Tori" she stated that we would only get a refund for the one night if we presented an agreement in writing to the manager Colletta at the hotel that we are going to close the complaint with the Revdex.com and agree that we would not right any bad reviews on the hotel, if we did not we were not getting anything refundedI asked Tori for the number for her boss whom is listed as the Lori Lascola the CEO for [redacted] group she refused to give me her contact info or even let me leave a message for her with my contact infoI have also emailed Lori via the email address listed on the company's website with no response at all

Recently brought (FGH12164QFO) Frigidaire refrigeratorThe experience was stress freeI found the sales personnel knowledgeable, respectful and kindThe prices were well below what other appliance store were offering in the areaI personally checked the surrounding dealers, prices were higher and the selection of appliances were out dated and usually a year or more olderThe King of Prussia store had a large selection of everythingThe store was clean well laid out you could more around open and comfortably look at everythingVery large selectionSales person were anxious to give me the best price and find any rebates that appliedThere was a slight problem on the first delivery and they went out of their way to resolve it with no questions askedSales person were available when you needed themAll in all I was more than satisfied with my purchase, the price and the service, which was starThank you

2/16/15 To Whom It May Concern,Thank you for the notification regarding ID # [redacted] . We take these matters very seriously as a family owned and operated business.Regarding this particular complaint, we have been working continuously to resolve this. We have delivered on... two additional occasions at our own expense. We certainly recognize that the damaged dryer on one of the deliveries was not the fault of the customer, yet unfortunately also out of our control to predict concealed damage in the carton.Long story short, we accepted back the first "no-fit" dryer with no restocking fee, contrary to our policy, as we sold a standard sized dryer with no specifics to a non-standard dimension provided by the customer prior to the sale. The customer had every opportunity to verify the dimensions of the dryer. The second dryer ordered was a smaller dimension (the smallest one in existence for a standard dryer in the price point the customer is comfortable with). This dryer also does not fit. From our understanding, the pathway was measured and the dryer should fit, however the pathway it must travel through has a wall that is not square/straight, meaning that the measured dimension is not consistent throughout the entire pathway. I've also been informed that there is a railing that may need to be removed, and been informed that the customer is not willing to accommodate.We have been unable to find an adequate solution to date, and certainly do not prevent the customer from canceling the sale.I have reached out as a follow up to the customer today and will wait for his response. There may in fact be alternative solutions found through a follow up conversation, and will work toward that goal. We understand the customer would like this resolved, but there are only so many reasonable solutions with an unusual dimension restriction.Thanks for keeping us informed of the customer dissatisfaction,Eric SChief Operating Officer

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*** ***This customer had his credit card chargeback to us so he has received his refund on 9/29/15 Bonnie Y***Office Manager | Queen Appliance*** *** *** ** *** ** *** ** *** ** ***
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[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We were not aware of a service issue. We did call the customer and give them the extended warranty companies phone number to call and set up service as it is after the one year manufacturer's warranty. As of today we have not heard back from the customer to say he was having an
issue. We have considered this claim closed.Sincerely,Bonnie Y***Controller

Recently brought (FGH12164QFO) Frigidaire refrigerator. The experience was stress free. I found the sales personnel knowledgeable, respectful and kind. The prices were well below what other appliance store were offering in the area. I personally checked the surrounding dealers, prices were higher and the selection of appliances were out dated and usually a year or more older. The King of Prussia store had a large selection of everything. The store was clean well laid out you could more around open and comfortably look at everything. Very large selection. Sales person were anxious to give me the best price and find any rebates that applied. There was a slight problem on the first delivery and they went out of their way to resolve it with no questions asked. Sales person were available when you needed them. All in all I was more than satisfied with my purchase, the price and the service, which was 5 star. Thank you.

From: [redacted]com>Date: Fri, Jun 24, 2016 at 3:44 PMSubject: Revdex.com [redacted]To: "[email protected]" <[email protected]>Hi, I can’t figure out how to update this complaint file #[redacted]. I never received an email confirmation, and the myRevdex.com.org website seems...

to be broken. Anyway, I’ve resolved my complaint. The items were finally delivered. I believe the Revdex.com complaint was what was needed to spur them to action. You may close the file. Thanks,[redacted]

I received this complaint yesterday by mail.  The guest complained on their arrival that the first room had an odor and we happily accommodated by changing them to a different room.  They were here for a city wide event and stayed the first night in in the 2 rooms.  Instead of...

contacting us of further problems they left the property and their belonging in their rooms until they arrived back at 6pm demanding a full refund stating the issues they had with the rooms that we could have taken care of while they were gone.  Normal check out procedures if they were that unhappy, would have been to remove their belongings prior to their return since they were not planning on staying and I wouldn't have lost the revenue for the second night due to their property still being here.  When I was contacted on the following Monday it was by a family member and not the registered guest, I offered to refund the second night since they didn't stay as a curtsey since they still had belonging in the room under 6 pm when they should have vacated the room by 11 am. I never called the guest liars but did state that the rooms had been cleaned prior to their arrival and that the problem with the toilet had not been seen by my staff and mentioned that it could have happened when someone leaned back against the tank.  If we had been told or even if they had dropped a note about the problem we could have fixed it. I still am willing to give a refund for the second night of their stay but, since they had used both rooms feel that that is all I'm responsible to refund.  When I contacted the registered guest all she did was yell and scream over the phone and was not willing to discuss this reasonably. She stated she had pictures but refused to show me any documentation and that she would use it in court.Donna P[redacted]Manager

In regards to us leaving the next morning and leaving our personal belongings in the rooms, this was our only choice considering that the office had not yet opened before we left to attend the event. Where did they suggest us leaving our personal items? Also other than us checking out how were they to be sure we left our items in the room? The house keeping did not visit either room that day to do the normal house keeping, that we were told by the hotel is done everyday in stays shorter than a weeks time. As for the fact that one of the managers Donna called us liars is in correct....you do not have to say the word in order to call someone a liar, when we stated our problems with the room example: the broken toilet Donna did not say we were lying about it directly but stated that we leaned back on the tank and broke it our self's. When I spoke with Donna I did not scream at her as she states, I was hardly able to speak due to her talking over word I was saying, to the point that I actually had to ask her if she was going to let me speak. In regards to them stating that they are still willing to give us a refund for one night for both rooms is incorrect, when we spoke with the management group and the accountant whom answers the phone "Tori" she stated that we would only get a refund for the one night if we presented an agreement in writing to the manager Colletta at the hotel that we are going to close the complaint with the Revdex.com and agree that we would not right any bad reviews on the hotel, if we did not we were not getting anything refunded. I asked Tori for the number for her boss whom is listed as the Lori Lascola the CEO for [redacted] group she refused to give me her contact info or even let me leave a message for her with my contact info. I have also emailed Lori via the email address listed on the company's website with no response at all.

August 7, 2014In response to customer complaint id [redacted] on delivery issues the customer did indeed get delivery on August 6, 2014. On July 15, 2014 the trucking company picked up the merchandise for our NJ warehouse and had it shipped to their hub in California. When they did that the...

washer and dryer got separate they only transferred on piece so they had to wait until the other piece arrived from New York to complete the delivery. When the customer purchased the units she was told that the units were on back order from the mfg. and could be quite some time before they would be available did she want to change the model, get a refund, or just wait for them to become available. The customer chose to wait for the units to become available. I have attached a copy of the delivery status from the trucking company which is where the mistake happened. She should have received her product on 7/24/14 but they forgot to ship the washer with the dryer. Should you have any questions please feel free to contact me at ###-###-####Sincerely,Bonnie *. Y[redacted] Office Manager Queen Appliance Wholesale

2/16/15
To Whom It May Concern,Thank you for the notification regarding ID # [redacted]. We take these matters very seriously as a family owned and operated business.Regarding this particular complaint, we have been working continuously to resolve this. We have delivered on...

two additional occasions at our own expense. We certainly recognize that the damaged dryer on one of the deliveries was not the fault of the customer, yet unfortunately also out of our control to predict concealed damage in the carton.Long story short, we accepted back the first "no-fit" dryer with no restocking fee, contrary to our policy, as we sold a standard sized dryer with no specifics to a non-standard dimension provided by the customer prior to the sale. The customer had every opportunity to verify the dimensions of the dryer. The second dryer ordered was a smaller dimension (the smallest one in existence for a standard dryer in the price point the customer is comfortable with). This dryer also does not fit. From our understanding, the pathway was measured and the dryer should fit, however the pathway it must travel through has a wall that is not square/straight, meaning that the measured dimension is not consistent throughout the entire pathway. I've also been informed that there is a railing that may need to be removed, and been informed that the customer is not willing to accommodate.We have been unable to find an adequate solution to date, and certainly do not prevent the customer from canceling the sale.I have reached out as a follow up to the customer today and will wait for his response. There may in fact be alternative solutions found through a follow up conversation, and will work toward that goal. We understand the customer would like this resolved, but there are only so many reasonable solutions with an unusual dimension restriction.Thanks for keeping us informed of the customer dissatisfaction,Eric SChief Operating Officer

May 5, 2015
Dear [redacted],
I am sorry about the delay in getting a response to this claim but the first time we were notified that there was an issue was in March 2015. We were trying to gather facts and receipts of what happen and to try and come up with a solution that was...

suitable to [redacted] and manufacturer. Today we did indeed reach out to [redacted] and offer him a store credit of 1200.00 toward a new refrigerator. We are waiting on a response from [redacted] if this was acceptable, if and when the refrigerator is replaced by [redacted] we will send it back to the manufacturer for credit. Should you have any questions please feel free to contact me at ###-###-#### X[redacted].Sincerely,
Bonnie Y.
Office Manager

Review: I've ordered a washer and a dryer over three months ago on 4/21/2014. In three months the company never bothered to contact me or send updates. When I called I was told the units would be in the US by mid June. By the end of June according to Becca from Queen Appliance only the dryer came in. I've been reassured again that by the beginning of July the washer would be delivered. None has been delivered again. We came back from a month long trip overseas only to be told that the units are shipping to us just now. Yesterday the delivery company informed us they only have a dryer, and even that wouldn't be delivered to us until they have both. Not a single word from the Queen Appliance again. Conveniently, Becca, the only person who deals with such orders is out of town every Friday until Monday.Desired Settlement: Dryer and a washer in my house by 8/1/2014

Business

Response:

August 7, 2014In response to customer complaint id [redacted] on delivery issues the customer did indeed get delivery on August 6, 2014. On July 15, 2014 the trucking company picked up the merchandise for our NJ warehouse and had it shipped to their hub in California. When they did that the washer and dryer got separate they only transferred on piece so they had to wait until the other piece arrived from New York to complete the delivery. When the customer purchased the units she was told that the units were on back order from the mfg. and could be quite some time before they would be available did she want to change the model, get a refund, or just wait for them to become available. The customer chose to wait for the units to become available. I have attached a copy of the delivery status from the trucking company which is where the mistake happened. She should have received her product on 7/24/14 but they forgot to ship the washer with the dryer. Should you have any questions please feel free to contact me at ###-###-####Sincerely,Bonnie *. Y[redacted] Office Manager Queen Appliance Wholesale

Review: We purchased a new Whirlpool dishwasher from [redacted] Appliances [redacted], PA which has never worked correctly. [redacted] has checked the installation twice and also found that several parts were defective including a drain pump and heating element. This leaves water setting in the machine. It gets putrid and has a terrible smell. The heating element is not hot enough to dry the dishes. This is simply not healthy.Whirlpool has sent technicians twice. The first was rude, rushed and appeared unknowledgeable, and said nothing was wrong. The second Whirlpool technician agreed with [redacted] and found three factory parts defective. This included: the drain pump, the heating element and a cold water sensor. In addition the kick plate is broken. He stated if replaced, the parts would only be guaranteed for 90 days. Then recommended that we contact Whirlpool to let them know we were a very unsatisfied customer and wanted a working replacement. Obviously we did not have the parts replaced.Whirlpool refuses to repl[redacted] the machine but only try to repair it. [redacted] refuses to return the machine and demands payment of the balance due.The machine has had four service calls, the water pump does not work and the standing water smells putrid, dishes do not dry due to insufficient heat and dust sticks to the cracked kick plate. We encountered another dealer who had taken the same model dishwasher back from a customer who encountered the same problems.Our dishwasher has been used only five times. Each use was unsatisfactory. Water was left standing and dishes did not dry.It has taken 7 days out of our schedules for missed delivery days, rechecking installation, and Whirlpool service. We have been without a dishwasher since September 1st . This is ridiculous! The deposit was paid in good faith but we will not pay the balance due until satisfied. We will not accept anything except replacement with a different model.Desired Settlement: Accept return and repl[redacted] with different model.

Business

Response:

I am sorry to hear **. [redacted] is having a difficult time with his dishwasher. When **. [redacted] contacted us we found that he never paid the other half of unit and we have sent our master techincian to check the installation before having **. [redacted] call for service. I have attached our return policy to this response so you can see that after 72 hours for any damage unit must go through the manufacturer. Because **. [redacted] has not contacted us until recently we can not take the unit the back and must take service. If **. [redacted] is unhappy with the product performance or feels that is has not be fixed properly than he needs to go through Whirlpool. We are limited to what we can do by the manfacturer because of the notification of the issue. We believe we have tried to help **. [redacted] to best of our abilities but are limited to what we can do. We have tried to get Whirlpool to repl[redacted] the unit but because **. [redacted] did not have the unit repair they are sticking to the repair at this time. **. [redacted] had believe he paid for this unit in full when he first called in and when he found out that he was not charged for the remaining balance he is now trying to use that a leverage to get the unit replaced which is out of our control. We ask the **. [redacted] please pay his balance due and take the service call to get the unit repair so we have leverage with whirlpool to get the unit replace. We would be willing to give the customer a 10 year major componet warranty for the unit at no cost to him. Our hands are tied and are limited to what the manufacturer will do and their process is the customer must have the unit repaired at least once before they will consider replacing the unit and we must insist that **. [redacted] pay for the product that is in his home since August.

Consumer

Response:

Revdex.com

November 24, 2013

Re: [redacted], (revised response)

In response to the letter from [redacted] Appliance, while technically

correct, it does not tell the entire story.

Our dishwasher was ordered on July 26, 2013.

We were called with a delivery date for August 5th, but [redacted] never

showed up with delivery. We called and were informed it was their

mistake and the machine had never been ordered. They reordered it.

We were called with the second delivery date of August 23rd, but, once

again [redacted] Appliance never showed up. We called and were informed

the dishwasher was there but had not been unpacked. Another delivery

date was set up.

September 3rd the DW was delivered however the invoice was incorrect

for which we called about. It was to be corrected and the balance put

on our [redacted]. It was used that night. We left for

vacation early the next morning.

Upon returning from vacation we discovered a putrid odor was emanating

from the DW and standing water was in the bottom. We never had the 72

hours to find this, to report this, and request replacement prior to

leaving town. If [redacted] had not made their mistakes we would have been

home to find the problem.

Upon informing them, they said call Whirlpool and let them know. We

requested a working model at that time. They declined.

Whirlpool set up service appointment with A & E Appliance for October

8th but A & E suggested we have [redacted] back out first to make sure DW

was installed properly, so we would not be charged for an incorrect

installation.

October 15th [redacted] returned. Said DW was installed properly and that

several parts were not working including the drain. We requested it

be returned and a working model repl[redacted] it. [redacted] said we had to call

Whirlpool back.

October 17th Whirlpool sent A & E Appliance, but they said there was

nothing wrong.

After using the machine it would not drain again . We requested

[redacted]’s help but they said call Whirlpool.

Once again an appointment was made with Whirlpool for October 28th but

[redacted] asked us to cancel that and again let them check it one more

time….“And”…. said that we owed the balance on the account which they

had forgotten to correct and charge at time of delivery. (our credit

card had been submitted to them), but it was their mistake not to

charge it. We were under the impression is was posted to our American

Express Card.

October 29th, Once again, [redacted] returned to find the same problems.

Their technician told us not to be so nice but to state we were

dissatisfied customers and wanted a replacement. He never collected

the balance due. We feel he was too embarrassed . [redacted] is right, we

did not pay the balance at this time so that we had some leverage due

to the ordeal we were experiencing.

October 31st Whirlpool’s [redacted] Appliance came and said 4 parts were

defective and if he replaced them they would only be warranted for 90

days instead of the one year original warranty. We declined repair at

that time.

Called Whirlpool immediately. They refused to replace machine until

it was fixed but they would extend warranty for two years.

Not until November 19th did [redacted] return with parts to install. Their

repairman was extremely rude and unprofessional!

We used the DW November 22nd and discovered today, November 23rd that

it does not drain again.

Whirlpool is closed and we can’t report it until Monday the 25th.

It has now been 4 months , only 5 attempts to use, 5 service calls and

8 full days of lost time in waiting with totally unsatisfactory

service. Not to mention all the time spent on the phone with this

problem. Why should we pay for a machine that has never worked and

created so much inconvenience!

We had hoped [redacted] would negotiate with Whirlpool on our behalf, since

their initial mistakes were at the base of this situation.

[redacted] mentioned in their letter to the Revdex.com that since we had not

contacted them “recently” that they could not take the unit back.. We

actually made two trips to their store and spoke to the manager

personally along with all the above mentioned. This is ridiculous.

[redacted]’s letter also stated they would be willing to provide a 10 year

major component warranty at no cost to us. This has never been

mentioned to us prior to this letter.

We would be satisfied working with [redacted] to replace this dishwasher

with another model with the warranty offered. At that time we would

happily pay our balance.

Monday morning we will be calling both [redacted] and Whirlpool again with

the results of the attempted repair from last week.

Sincerely,

**. & [redacted]

Review: On 5/5/13 I 19460 visited the Queen Appliance showroom and purchased a new fridge, range and dishwasher. We worked with [redacted] on the deal. The deal included several rebates on the dishwasher which brought the price down from $652 to $498.65. The items were to be delivered on 6/7/13 (I was moving into a new home this day too) and I received a call from [redacted] on 6/6 saying the dishwasher (Maytag) wasn't available and they weren't sure when it would be. So, they offered a different/better dishwasher (Bosch brand) that they would sell to me for the same price ($652), even though they'd be taking a loss. [redacted] said the same rebates would apply thus making the final cost the same to me ($498.65). It all seemed like a great deal until I tried to receive the rebates.

It turns out the only rebate that would have applied was a $40 rebate. When I contacted [redacted] on 7/10, he apologized for the error and said they'd issue a check for the difference ($110) on 7/10. Well, I still haven't received the check from [redacted]. I tried contacted him on 7/20, 7/26 and 8/26 for an update, and he hasn't responded to my emails. I have the emails saved if you'd like to see proof of [redacted] admitting his mistake and the promise of sending a check for $110.Desired Settlement: I just want them to make good on their promise and send me my $110 .

Business

Response:

I am sorry about the confusion but a check for 110.00 was signed and mailed to the customer on 10/7/2013.

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,