Robbinsplace Discount & Used Furniture

In reply to the complaint issued to your office from our customer, [redacted] we are sorry that she feels that we did not offer her good customer serviceShe purchased the 5ft Chest freezer on March 14, and called us after the day warranty had expiredUnfortunately we failed to date her phone calls—but we do remember it was several weeks after the warranty periodWe ask her if she had plugged it into a surge protector (we tell all of our customers that if they do not then their warranty is void, however—even if they do not and it is in our warranty time period we take care of them)She stated that she had not plugged it into one (and you will note in the repairman's report that the Freezer was hit by a power surge) For her to state that we said "we would not do anything about it" would not have happenedMany times even when it is not in our favor we do "something about it' Our community is small and we operated and owned a business for 1/years here in the same town before we opened our Furniture & Appliance Store about years agoCustomer satisfaction is first with us we know that it means the survival or failure of any business and especially a small businessPlease note—in no way are we suggesting that she is being 'untruthful" in her recollection of the conversations we are just writing that we "honestly do not remember any of the conversations being the way she states them.We gave her the name and number for the repairman who services all of our customersWhen we have already determined with our customer by a phone call or return visit to the store that the problem happen after a storm and/or is out of warranty we give out the repairman's phone numberIf it is in warranty we have the customer bring the appliance back for a trade and/or we work something outWe are attaching an email from the repairman, Larry Roseberry concerning his service call to herYou will note that no where in it does he mention that a new motor had been replaced etcFreezers do not have motors they have compressors.The last phone conversation our store had with her we discussed what the repairman had accessed and she gave no indication during the phone call that she was unhappyShe seemed to understand that power surges from lightening happensWe, sincerely wish that she had been upfront with us at that time—without a doubt we would have encouraged her to come in so we could "work something out".It does sound like she feels we are being misleading on the 'scratch & dent" When we purchase our appliance stock from wholesalers the sticker or label tells us if it is reconditioned or scratch & dent Some are purchased from retails stores in their "scratch & dent" sections We can normally tell by the conditionMany of our reconditioned appliances are "reconditioned" on our siteConsidering she was told at the date of purchase about the day Warranty and after calling us but not letting us know she was still dissatisfied (we could not fix the problem—we did not know she was still upset) and she did not bring this up until now approx days later we are not sure we owe her a refund.As for her brother and his refrigerator we have no record or memory of a call that said it stopped working "within days" If it was in "within days of purchase" he would have been given the option of trading it back in for a better one, the repairman's number or a refund (if we deemed ok—see section of warranty on Bill of Sales)We have also, attached a copy of our Bill of Sales which has our day warranty for your reviewWe have offered this service to our community approx, years now—and we have many repeat customers.Many customers purchase from us and have brought their appliance back for many number of reasons and some after the days and we have always been willing to work out something for both partiesWe do welcome your advice to usCustomer satisfaction is very important and werealize it is the heartbeat of our business therefore, even though—we do not honestly feel we owe her a refund_ We will abide by your recommendationsSincerely,Ron V [redacted]

In reply to the complaint issued to your office from our customer, [redacted] we are sorry that she feels that we did not offer her good customer service. She purchased the 5ft Chest freezer on March 14, 2015 and called us after the 30 day warranty had expired. Unfortunately we failed to...

date her phone calls—but we do remember it was several weeks after the warranty period. We ask her if she had plugged it into a surge protector (we tell all of our customers that if they do not then their warranty is void, however—even if they do not and it is in our warranty time period we take care of them). She stated that she had not plugged it into one (and you will note in the repairman's report that the Freezer was hit by a power surge) For her to state that we said "we would not do anything about it" would not have happened. Many times even when it is not in our favor we do "something about it' Our community is small and we operated and owned a business for 24 1/2 years here in the same town before we opened our Furniture & Appliance Store about 7 years ago. Customer satisfaction is first with us we know that it means the survival or failure of any business and especially a small business. Please note—in no way are we suggesting that she is being 'untruthful" in her recollection of the conversations we are just writing that we "honestly do not remember any of the conversations being the way she states them.We gave her the name and number for the repairman who services all of our customers. When we have already determined with our customer by a phone call or return visit to the store that the problem happen after a storm and/or is out of warranty we give out the repairman's phone number. If it is in warranty we have the customer bring the appliance back for a trade and/or we work something outWe are attaching an email from the repairman, Larry Roseberry concerning his service call to her. You will note that no where in it does he mention that a new motor had been replaced etc. Freezers do not have motors they have compressors.The last phone conversation our store had with her we discussed what the repairman had accessed and she gave no indication during the phone call that she was unhappy. She seemed to understand that power surges from lightening happens. We, sincerely wish that she had been upfront with us at that time—without a doubt we would have encouraged her to come in so we could "work something out".It does sound like she feels we are being misleading on the 'scratch & dent" When we purchase our appliance stock from wholesalers the sticker or label tells us if it is reconditioned or scratch & dent Some are purchased from retails stores in their "scratch & dent" sections We can normally tell by the condition. Many of our reconditioned appliances are "reconditioned" on our site. Considering she was told at the date of purchase about the 30 day Warranty and after calling us but not letting us know she was still dissatisfied (we could not fix the problem—we did not know she was still upset) and she did not bring this up until now approx 180 days later we are not sure we owe her a refund.As for her brother and his refrigerator we have no record or memory of a call that said it stopped working "within days" If it was in "within days of purchase" he would have been given the option of trading it back in for a better one, the repairman's number or a refund (if we deemed ok—see section of warranty on Bill of Sales)We have also, attached a copy of our Bill of Sales which has our 30 day warranty for your review. We have offered this service to our community approx, 7 years now—and we have many repeat customers.Many customers purchase from us and have brought their appliance back for many number of reasons and some after the 30 days and we have always been willing to work out something for both partiesWe do welcome your advice to us. Customer satisfaction is very important and werealize it is the heartbeat of our business therefore, even though—we do not honestly feel we owe her a refund_ We will abide by your recommendationsSincerely,Ron V[redacted]