Royal Green Appliances, Inc

Review: Hi My Name is [redacted] and I purchase a Dcor 30-inch gas range stove back on 12/**/2012 and did not get this delivered till a month after. I have had nothing but problems with the stove top ( cracks, pilling ) getting into my food when I cook. This product is defective and not good for cooking, they had to come three times to replace this and now its happing again. This is a bad health issue for me and my kids when I cook, I spoke with the manage [redacted] and he was did not help me out at all. I don't want this fixed again, the same thing keep happing, I want my money back!!s This is a bad product and I cook a lot. This product is not for someone that cooks a lot and they should have mention this. This was false advertisement. Customer service was bad and no one called me back to help me. I spend over $10,000 in products with this company and the stove was about $4,000 and in two years this should not happen with a stove that cost that much. I used the correct product they told me to when cleaning it and the same thing happens, I sent pictures to the [redacted] and he looked at it and said oh Well he just take the money and then give you the 800 number to call for support. This product was not good and that's no way to treat a paying customer! This had been replaced at least two other times and I don't want this replaced any more and don't want to through the headaches over and over again! The [redacted] told me that he don't know why its doing this and refuse to help me out in getting my money back! This is not right I am a paying consumer and this needs to be taken care of they cannot just take your money and treat me this way. Please help me out in getting my money back. If they don't give me my money back I will also like to file a law suite against this companyDesired Settlement: I would like to get my money back from this place and they can come take this stove!!!!!ITs not good for cooking and keep cracking pilling and when I cook it makes my kids sick using this stove top. this is a health issues and I will also go to the Board of health as well! I will go and not stop until this get resolvedThank You so much !

Business

Response:

This correspondence is in response to complaint #[redacted] filed by [redacted] against [redacted] Royal Green Appliance. The customer has had a history of cracking and chipping porcelain around the burners. The [redacted] factory has changed the main top for the customer on two occasions at no charge and is willing to do so again even though the product is long out of warranty. I would ask that you review the attachment showing a string of emails showing [redacted] making an appeal for exchange on the customers behalf. The appeal was denied because [redacted] customer service has determined that [redacted] is using abrasive materials to clean the main top and this goes against the use and care instructions. We sell hundreds of porcelain toped ranges yearly and have never had three go bad ever. Here is a quote from the [redacted] representative [redacted] which can be seen on the email exchange " Ok I spoke with the head of the customer service and she gave me the breakdown on what is going on. She is willing to service the unit and repair the product since it has to do something with the use of the product. The unit is not going to be replaced because of this. Hearing the details, there has to be something she's using on the surface to cause this." The factory is convinced the erosion of the porcelain is from customer error even though the customer claims to only use a sponge with soap and water to clean the top. A sponge will not chip porcelain. In regard to the customers claim "when I cook it makes my kid's sick" I find this to be impossible. Worn away porcelain would have no way to enter a pot or pan resting on a burner grate 3" above the worn main top. We will once again repair this unit at no charge to the customer and insist abrasives no longer be used to clean the product.

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:

I would take the offer for them to come and replace the top. but I would like to have this changed to stainless steal they told me when I bought the product I had a choice between stainless steal top or the top I have not the one that I have now is not good and will keep on cracking and piling I would like to have the counter top change this time with stainless steal without any more cost.Thank youIf they can do this will take the offerthanks so much.

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

Sincerely,

Business

Response:

If at the time of sale a stainless main top was offered it would have been another model . The model the client has does not have the ability to accept a stainless top as one was never manufactured for her model. The top is only available in black. If a stainless top was an option I would make it available. We sell hundreds of ranges yearly and have never seen a black porcelain top deteriorate as this clients top has. This has occurred three times in two years. This is unprecedented and can only be attributed to improper cleaning methods. I do not find it feasible that a sponge with soap and water has the ability to break down porcelain. We have porcelain tops in the field that are over twenty years old and still look great. We have secured a no charge repair for our client with a new porcelain top even though the appliance is long out of warranty. I am certain if the proper cleaning methods are used she will have years of carefree use with the top.

Consumer

Response:

ok I will have them fixed this at one cost and replace this again thank you please have them contact me at home to replace the top again

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.

Sincerely,

Review: Placed order for side by side refrigerator, cook top and double wall oven on 8/**/2013 with [redacted] at Lieberts Royal Green. Appliances were selected after me taking measurements and providing extensive photos of existing appliances and surrounding cabinetry. [redacted] wanted to send their installer to confirm measurements and he never showed up on 8-*-2013. I called the store and they blamed the no show on the installer and said he would come the next day. Installer came 8-*-2013 and said only fridge would be easy fit. The cooktop and oven would require altering cabinetry and cooktop would also require cutting granite out further. It was made very clear by me to [redacted] that I wanted to avoid this. Installer phoned [redacted] from my home and rob told installer he would search for other products and call me back later that day. He never phoned. Never returned my messages I left with receptionist at store. I then left 2 or 3 messages with receptionist for owner or head manager to phone me. I was told it would be "[redacted] ". He never phoned. The $3,000.00 deposit was made by credit card and I contacted card company today to dispute the charge. My desired outcome is to make this public to shame the company, as well as to get my deposit back.Desired Settlement: See above in description.

Business

Response:

To Whom It May Concern,

Mid-Hudson Revdex.com

As per telephone conversation regarding customer [redacted], please be advised of the following:

[redacted] called Leiberts Royal Green to Inquire about replacing three kitchen appliances. When we learned of the type and age of her wall oven, we made arrangements to send an installer to [redacted]'s home to measu re the wall oven for replacement

as a courtesy and at no charge to [redacted].

[redacted] was advised that there were no current wall oven models that could replac her existing, old wall oven without alteration to her cabinet. Which, at first, she did not want to do. After receiving a phone call from on of our designer contacts, who knew [redacted] and asked if we could contact her a gain to explain the situation with regards to the wall oven, we had one of our sales staff, [redacted], call [redacted] a nd all the details were worked out and [redacted] ordered a refrigerator, cooktop and a new wall oven and gave a $3,000.00 credit card deposit.

We brought in the merchandise for [redacted], who was supposed to call with a deliver/date and Installation date that was convenient for her When we did not hear from [redacted] called her and left several messages; no return call. He finally was able to contact her through her cell phone a nd she told him she was buying the merchandise somewhere else and having It installed by the other dealer. She was informed that we had already purchased her merchand ise for her based on her previous com munication and deposit. Leiberts Royal Green decided that we would just ref und her money, and without charging her the restocking fee that we would have to pay to return the merchandise we purchased for her. The $3,000.00 credit card deposit has been refunded in full.

Please note that there was a n approxi mate 7 -10 day delay for libertines Royal Green to issue this credit as the customer informed us that she was doing a chargeback with her credit card company. We had to wait to see If a chargeback went through so the customer did not get back $6000.00 as opposed to $3000.00.

As far as leiberts Royal Green is concerned, this matter is closed with no ha rm to either party except for the re-stocking charge that Leiberts Royal Green had to Incur.

Should you have any further questions or concerns, please contact me. Sincerely,

Review: The store did not deliver my appliances within the time frame they had committed to. Which is an issue as I already had the installer there waiting to install the appliances. When I called to inquire why they had not called me or the contractor to let them know that they would be late, they said they didnt think an hour was an issue and traffic is an act of God. And if I didnt like it I didnt have to do business with them. The [redacted] and the partial [redacted] of the store couldnt have been ruder and less concerned about customer service. Given that they market themselves as a premier supplier of home appliances, I would have expected a modicum level of customer service. [redacted] and [redacted] delievery staff are more courteous -which is saying quite a lot.

They then further went on to say that I should not have planned to have the installer be there on the same day as the delivery and so that somehow became my fault as well. Perhaps they could have told me when they sold me the products that I should not schedule installation on the same day given how unreliable their delivery is, since so much of it is oriented around acts of God (which apparently made it impossible for them to even call to let me know they were running late)Desired Settlement: Since I had to pay my installer the wait time that they were late, I would have expected them to offer at least some funds towards the additional money I will have to pay to have the installer come back at a different time to get my appliances installed. And I would also like a written apology from the other [redacted], NOT [redacted]. His partners should be aware that had someone just been a bit more courteous and sorry about the inconvenicne and additional cost that I am incurring, due to their lateness, I would not have been filing the claim. All I can say is that I would NEVER EVER recommend this store to anyone.

Business

Response:

The clients contractor was informed at 7:30 am on the day of delivery that his delivery would be in the afternoon. He told our delivery coordinator that he had a plumber scheduled. He was advised by our delivery coordinator that scheduling an installer on the day of delivery was not a good idea as our delivery times are only an approximation. He was issued an approximate delivery window of 1-3pm. Our delivery team arrived at 4pm one hour later than the approximated window of delivery. At 4pm the client phoned the store to demand compensation for the "damages" she suffered by Leiberts arriving at 4pm one hour after the 1-3 pm approximation. I found this request for financial compensation to be unfounded as we have no control over traffic and road conditions. When the clients demand for money was rejected we were threatened with "calls to Attorneys" and bad reviews. I was also told "she would never do business with us again" to which I replied "you do not have to do business with us now". We would be more than happy to refund all of your money and have our truck move on. We would never force a customer to do business with us if they were not happy doing so. My offer of a full refund was rejected and the delivery occurred. I am not sure why anyone issued an approximate delivery window of 1-3pm would begin to pay a plumber at 1pm. It just does not make sense to me. The customer claims " I had to pay the plumber/installer and his assistant three hours ( initial 2 hour window and additional hour)- $300.00. " Again why would anyone start to pay a plumber at 1pm to install an item that they are aware might arrive as late as 3pm under good conditions or even be later depending on bad road conditions. The client phoned here looking for money not an apology. [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:

Again the business - especially [redacted] is lying. I NEVER asked for compensation-the dispatcher lied to my contractor about the delivery and this lie is again being repeated in this reponse from the partial [redacted]. I scheduled the plumber to be there because, I cant schedule the plumber to arrive at a "time in the future" given the "acts of God" the [redacted] defended himself with repeatedly regarding why they were late. Perhaps he has subcontractors that wait around for free until the appliances around, but that isnt how most plumbers work. A simple courteous apology on the part of all of the employees from the store, was what I had initially been looking for but was met with lie after lie and defensiveness. Further, all of this could have been avoided had the sales person or the dispatcher, told me at the time of sale or the contractor at the time the delivery was scheduled, that given their inablity to deliver items within the window they provide, through the various "Acts of God" they kept referencing, the most prudent thing would be to ensure that installation happens at least one day after the delivery, to account for said "Acts of God". A common sense approach, which would have alleviated all of this nonsense, however it would not have exposed them as the liars that they are. And its great when you call to understand why something has gone awry and the customer service response if fine- if you dont like it , do business with someone else. Nice to be held hostage in such a fashion. Again, this is a group of liars, who dont care about customer service, once the sale is made. They represent themselves as a permier appliance dealer but do nothing to uphold that representation. I was NOT looking for compensation, but now, am looking for some compensation, given the ongoing lies that they are perpetrating, and I am also looking, as stated in my original request, for a written apology from one of the other [redacted]s besides [redacted]. And I would warn anyone of every doing business with this group.

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

Business

Response:

At the end of the day this is all about a delivery arriving at 4pm when the client was given an approximation of 1-3pm. One hour out of the approximated delivery time. I was given the call only because the salesman was asked for compensation and salespeople do not discuss such requests from clients. I am not a liar and I resent being called a liar here as all of this correspondence is public record. I feel this client has slandered my name publicly. I will now seek council and examine the potential for a lawsuit. There will be no written letter of apology but there just might be a day in court.Thank you, [redacted]

Review: The KitchenAid refrigerator I bought from Leiberts Royal Green wasn't able to run properly since day one. The evaporator was defective and theefore the temperature wouldn't go down, maintaining at 73F-75 F.Desired Settlement: to exchange for the same model, or willing to let me to upgrade to a different model.