Sun West Kirby

Sunwest did a good job of demonstrating the new Kirby vacuum system. The Kirby works amazingly. However their sales trick of not allowing the customer to think about the offer overnight is an offensive marketing technique! My husband and I did not live together for 51 years by making snap decisions. We look at finances and make a decision after sleeping on the offer. So the salespeople should be allowed to extend their offers at least 24 hours! The customer should not be penalized because they are cautious with their budget.

I won a raffle for a "free carpet cleaning" that was supposed to take ONE HOUR. The person over the phone NEVER said ONE WORD about a presentation about the vacuum they were using. She said that the cleaning company was giving a one time cleaning for free to winners to spread word of mouth advertising for the cleaning company. She promised TWO rooms would be cleaned. But when they came, they tried to sell me a stupid vacuum for so long they only cleaned one room, they stayed for 3 hours and my kids were up two hours past their bed times. Then they got mad at me and were rude because I didn't buy it and took their time cleaning up. Then they "forgot" their order forms. I threw them away along with the clip board.

WE CALLED ###-###-#### AND LEFT MESSAGES ON 2/1/16 AT 3:30pm AND AGAIN AT 4:39pm. WE ALSO CALLED ###-###-#### ON THOSE DAYS AS WELL. IF SHE NEEDS HELP THEN SHE CAN CALL US SINCE SHE IS NOT GETTING OUR MESSAGES. THANK YOU!!

Customer explained her dissatisfaction well. This is a great opportunity for us to learn & grow & teach better. She is happy with our resolution and was friendly to talk to. If there is anything else we can do please let us know.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As I stated in my original complaint, I do not want this product and do not want to do business with this company or its affiliates. I want the contract terminated as I do not want to pay for this product. This is the only resolution that I will accept.
Regards,

Thank you for bringing this to our attention. We have mailed a Dyson to Mrs. [redacted] via UPS (tracking #[redacted]) on Monday, November 16, 2015. We apologize for the experience she had with our company and will use this information as a teaching tool. Thank you and if there are any other...

questions or concerns please call us.

A woman from this business called on my land line and said "how ya doin", I said fine. She said she was with Sun West and that I entered something. I don't enter anything and I don't get calls on my land line. I said I wasn't interested. Then, she said I won something. Again, I said I really wasn't interested and she said, "RUDE" and hung up on me. I called back, the phone was answered and I could hear breathing, so I told her it was disrespectful for her to say something like that and that I just simply wasn't interested and that I knew she could hear me. The phone then went dead. So, lady, if you read this, you need to be careful with the things you say to people because they will come back and bite you in the rear. I would give zero stars if I could.

To Whom It May Concern:We have mailed a gift to this customer, as well as an apology. The rep in question is new and we have explained to him this is not how we run our business. The drawing card is a 2 part with name, address, phone number, and they are individually numbered. The last $1000 gas and...

grocery winner was [redacted] on January 25•2015.Sincerely,Sun West Kirby

We have added  your  phone  number ###-###-#### to our [redacted] list. We also abide by the national [redacted] registry guidelines and get pre-scrubbed lists from [redacted]. We apologize and please accept this gift for your  inconvenience.

Although others have posted several negative reviews about Sun West Kirby, I would like to say that my experience with them has been nothing but positive and I highly recommend this company. The vacuum cleaner I purchased from this company in November of 2015 is awesome and worth every penny. Sun West Kirby has followed through with everything promised when I purchased it; and I have received top notch customer service assistance from them. Case in point: the belt on my vacuum cleaner recently broke. The receptionist attempted to assist me with replacing it over the phone; however, I asked if I could bring it in and have someone show me how to replace it so I took it in today and was assisted by a wonderful girl named "Jessica." "Jessica" took the old belt off for me, replaced it with a new belt, and even gave me another spare belt for free. She is an awesome representative for Sun West Kirby and I have only good things to say about this company.

I did offer to get her [redacted] vacuum back to help with her vacuuming the upstairs, she declined.  I still have it here at the office and will have it delivered to her on 4/15/14 at 830 AM.

we sent a new dyson to this customer. we apologize for the delay and if there is anything else we can do please contact us. thank you

This morning I received a call stating I was put into a drawing for some prize and also entitled to carpet cleaning and I believe furniture cleaning of my choice. I said "No thank you, as we just had all that done". "No problem" she says "I will be happy to send you out a food processor, everyone can use one of them and if you can't it would be great for gift giving". Ok, that would be nice. Then she asks "By the way what type of vacuum do you use?" I state a Kirby. "Really, which one?" I don't know, so I look and tell her and she says "oh, ok have a nice day". I said "what about the food processor?" She says "oh yes, let me get your information" and then ever so politely hangs up on me. I call back the # and of course it is busy as I am sure the line is an outgoing line only. Nice way to run a business or scam I should say. 1) they are still not complying to the Do Not Call List, because I am definitely on it. 2) Don't waste my time with BS and lies. 3) I have had them out once before (a few years back) when my husband got suckered into it. Not only were they here MUCH longer than they originally stated but they didn't even do 1/2 the cleaning they stated they would. If their product is so good, which typically a Kirby is, why do they have to scam their way into peoples homes. Sun West Kirby, you need to stop the games and be Honest. You have a good product now find a way to be a good Company and sell your product in an honest way. How do you expect to be trusted when the first thing that comes out of your mouths, whether by phone or person to person, is a lie? You do Kirby a huge dis-service, and I will be letting them know as well, as their product and reputation is too good to be destroyed by a less than loyal company such as yours. I have read the complaints, pretty pathetic.

Sun West Kirby false advertised when they called me and told me I was getting 2 room cleaned for free with no purchase required. Well as they say too good to be true it is. Two sales reps came that day and did NOT clean any room they sold me a vacuum cleaner. When they told us we get 6 Months interest free we agreed to terms and they went on they way. Except they never filled in the correct contract and we never received Interest free. When I attempted to do a payoff, I got the run around and the people at Sun West Kirby didn't even know who my sales rep was. This company is badly run and stretches the truth to get their product sold and make their money. They don't care about the customer, Very shady business ethics, my advise to anyone who receives a phone call offering to clean your house, politely say No thank you and hang up quickly.

When my husband refused to allow the salesman into our home he called his boss who got very rude. I had made the appointment, at a time I was distracted and didn't pay any attention to the fact that they gave me no info of who they were just that "I won a free rug cleaning ". I mentioned to my husband about the call and that they were to be here in the morning on Tuesday. The salesman showed up at 6pm. So the boss gets into an argument with my husband over the phone, and the boss tells him that he knows where we live, he gets off at a specific time and it will take him 20 minutes to get here... yeah sign me up for a vacuum

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First of all, there response is not wholly accurate and I will address it but let me explain the details of the past week.
 
The company finally contacted me on Thursday, August 13th and stated that they were unable to locate my vacuum and asked if it was o.k. if they brought me a new, more updated version of the [redacted] vacuum.  I said yes.  They also asked that since they were bringing me a new, more updated version, would I waive the $60.00 for additional supplies.  I said yes and they agreed to bring me the vacuum on the 14th. 
 
The vacuum was brought to me but when they said “newer, more updated version” I made the assumption that they meant it was going to be a NEW vacuum – hence the reason as to why I waived the $60.00.  Instead, they brought me a random refurbished vacuum!  Someone’s already used vacuum!   When I told them that my vacuum was only about a year old, how do I know that this vacuum is newer than mine.  He responded with “because I am telling you it is.  It was delivered to us even with the plastic bag around it.”  However, he had no manual to even teach me how to use the vacuum.  I told him that I would try it over the weekend and then let them know if it was acceptable.
 
Over the weekend, we realized that the vacuum was missing some of its attachments and I decided that I was not going to accept this vacuum.  I called at 9am on  Monday August 17th and asked to speak to a manager or someone in authority.  They said one would be in after 10 and they would have them call me.  No one called.  I called again on Tuesday and spoke to an Asst. Manager who said they would get back to me.  Instead, the technician whom I had been dealing with contacted me and said they found my vacuum.  I reminded them that although I THOUGHT it may have purple in it, I was not sure and couldn’t remember.  But I did remind them of the type of vacuum it was and asked “does it have all the attachments?”  He curtly responded with “what were the attachments. Oh, never mind, I have them here in a black bag. “  I tried to tell him that I never turned in a black bag with my attachments so those might not be mine but he cut me off saying “we found your vacuum.  Are you home for us to bring it to you?”  I said that I wasn’t home but that someone else was and that I would take a look at what he brought me when I got home and let him know.
 
When I got home, the vacuum was purple and was the brand that was mine, but again, it wasn’t mine!!  (I may have been mistaken about the color purple as I have since found a partial picture of my vacuum but I insisted each time they asked that I couldn’t remember the exact color).  Also, the attachments included random attachments, one of which for sure did not go with the vacuum, and I know the black bag never went with my vacuum.  And at least one of my attachments was still missing.  So this should tell them to begin with that they are still bringing me someone else’s vacuum.  I have not had the chance to call them back about this update as my husband and I were planning on just driving over to the company ourselves.
 
It is for these reasons that I am rejecting their response:
1.  The vacuum they brought me is not mine.
2.  The fact that they said the $60 was included in the price is a complete lie because a.)  as you can see from the above point when they asked me to waive it, they never once explained that it was because supplies that were included in the price and b.) the supplies WEREN’T included in the price.  The supplies were purchased in $40 cash and $20 in a check to Mike Thomas who was our technician that sold us the vacuum.  While he didn’t give me a receipt for these, I at least have proof of the cancelled check.  C.) If they were part of the purchase price then why would I have paid it in a separate transaction.
 
After all of this, the only resolution I will accept is a NEW vacuum, still in the box – purchased from a store and not someone else’s refurbished vacuums and the $60.00 they owe me for additional supplies.
 
Thank you in advance for including my response with my rejection email.
 
 
Sincerely, [redacted]

I got a phone call from them saying they would give me a free shampoo carpet cleaning. It would take 45 mins. long. They just wanted to show off their new carpet shampooer. NOT a vacuum!!! After 4.5 HOURS long, I just gave up. I am 48 hrs old raising 2 grandchildren, I work part time due to my back and knee problems. I told them the 2nd day they came back due to the contract being wrong and having me resign it again, I DID NOT want the vacuum, it is to hard for me to bend down and switch out things. Nothing ever happened. There is 2 people running this company. Zach and Jeanette!! They are both husslers. Will not work with you. My advise is not to buy from them. They are hussling elders and just don't care. I am taking this to the news and facebook and their website. I should of looked them up before anything. NEVER AGAIN> I am 1200.00 in debt now because of them.

I was contacted by phone with a question as to who won the academy award for best

picture. I answered correctly, and was told I had won a "free cleaning of 3 rooms in my house. I told them I was not interested in that offer. They told me that instead, I would

get a food processor. 2 day later, I got a call from someone named "Mark" who told me

I would be visited within the hour. The man arrived shortly thereafter. He was very personable. Commented on how he thought my home was so lovely. Looked at my

collection of crystal, at my paintings, at my piano.....VERY personable. I told him I was expectlng a phone call and so " lets get down to business." He had told me I would see a dimenstration of the KIRBY vacuum. I had told him I was happy with the one I had and would not be buying a Kirby. He said well he would have to go get his equipment.....left. I saw him parked ACROSS the street on the phone. I was going to ask him to bring his car up into my driveway. When I looked he was gone. I strongly suspect a scam. Now I am worried that he may have been "casing" my house for a future break in. Beware of this company. DO NOT answer any questions. DO NOT offer any information. BE WARE. I am 80 y,.o.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

I did contact the owner of the Kirby distribution center in Phoenix. (Sunwest-[redacted]) after my initial call on 3/31.Yes, he made it totally clear that I had signed the contract and could not cancel. However, due to the weight of this vacuum, he had offered to return my lighter vacuum..so I could vacuum my stairs and carry a vacuum to the upper level. (The Kirby is so heavy and awkward that an older woman-who weighs 100#s-myself-cannot carry it 20 flights of stairs....) I have yet to see my old vacuum-After investing $2,290.00, I cannot afford to go and buy another vacuum to clean my home!! I wish I could have tried to lift it up a stair-with the attachments-The offer to return my vacuum was 4/01...Yes, April Fools'....I have yet to see it-I DID say they could return it when they had another demonstration in my area-and to call first....no contact has been made.......

Mr. [redacted] refused service for his machine which would have taken care of the issue within 15 minutes.  The purchase was on 12/2/13 so there will be no refund.  We do not want Mr. [redacted] on our premises for the safety of everyone. We can still fix his Kirby if someone else brings it to us.  I hope that we are given the opportunity to make out customer happy.