Van Vreede TV & Appliance, Inc.

Review: I purchased a stove and microwave from Van Vreedes 2/27/16. They were delivered 3/4/16. I called on 3/5/16 and talked with a salesman because the vent fan was not working in the microwave. He said they would have service tech call and schedule an appointment to fix. I stated I would like a new one and do not have time to take off of work for service to come try to fix it. He said it wasn't an option and service would call. I said to at least send a new microwave with service then just in case they can not fix (stocked item anyways). Again I was told "no" that's not the policy. I asked for the manager to call me. The manager calls my husband and simply stated "service will call you Monday". The manager never acknowledged the issue that I just wanted an exchange for a new microwave. Service came to fix the microwave 3/17/16. They were unable to fix and said the would order a whole new control panel and hopefully that will take care of it. I again called the manager, [redacted], at this time as told him how upset I was with the situation and that I would again have to wait to have it fixed and again have to take off of work for service to come. I also stated I just wanted a new microwave and I would drive an hour to the store to exchange just to get this over with. He said "no we will not accept a return or exchange" and consistently blamed LG policy for needing to essentially piece the microwave together until it worked. I told him I felt he should worry more about satisfying a customer before vendor. Again he blamed LG. At this point I hung up in frustration.Desired Settlement: I would like a new microwave and billing credit for my time dealing with this hassle, missed work, and a microwave I bought brand new that does not work as a new microwave should.

Business

Response:

I understand Mrs. [redacted]'s frustration over a newly installed product not working. The manufacturer's warranty will only allow for repair of the microwave and will not allow for a replacement. The part is not readily available and has caused a delay. We called Mrs. [redacted], apologized, and explained that we would take a panel off our model to replace the part she needs right away. We also explained the ease of replacing the part rather than uninstalling and reinstalling an entire replacement over the range microwave. She was very understanding and agreed the part being replaced would be fine with her. We will be contacting her when she is back on Monday and will do our best to schedule a convenient time to replace the panel. This resolution will work for the [redacted]'s.Customer ServiceVanVreedes

Review: At the very end of 2012, we went into VanVreedes as returning customers to purchase a new new mattress, not knowing exactly what we were going to purchase. First sales man steers us away from any other mattress we look at, and talks us into a $2500. mattress because it is guaranteed to never break down on us. It is a latex mattress, top of the line. It was a lot of money, but sounded like just what we needed...a good night sleep.

We had to call the store and have them come out to the house two times to take pictures and see that the mattress was completely broken down all in less than six months time. They scheduled pick up and exchange for a new one, not a problem. After the second mattress broke down, we went back into the store to see what our other options were. We went in thinking we would exchange it with a less expensive mattress and replace it more often if we needed to, rather than have an expensive mattress that we have yet to sleep well on, and need to replace every 3 months. We then would be happy with in store credit for the price difference. Sales woman completely talks us out of that, and out of buying any mattress we are looking at. She states that she has no idea why the first sales man told us to go with the latex mattress, but he is no longer employed there. She wants us to do an even exchange on an XL mattress they have for the same price. The XL is a coil bed. This is something very different than what we were looking at. Our bed prior to this was a memory foam bed, and we had it for 10 years. Still trying to convince us of exchanging latex for the XL, she says, I really want you to at least give this one a try, I think it will be a good bed for you. We were convinced. While we are in the store, she offers to give us a deal on other furniture if we had anything in mind, for the inconvenience. We looked at a sectional couch, which she was taking $1000. off of the price for us. We decided against it, because we had other financial obligations at the time.

Bed was delivered after a couple of weeks, and it was very uncomfortable, she warned us it may be more firm when we get it, but to give it a little time. After a month and a half of tossing and turning and knowing we do not like the bed, I call the same woman who sold us the mattress. She advises me that there is nothing they can do about it, unless the bed is defective, and that we are stuck with the bed. After making us believe we could try it out and see if it worked for us, like many places do. I pleaded for her to help us out. I asked her about the trial period and her asking us to just try it. She stated that we may had been told while bed shopping in their store, that we had a trial period, because one company does offer that, and we probably just weren't told it was a certain company only, not their store, and not on the specific mattress we exchanged ours for. She suggested we put a piece of foam on the bed, and offered to sell the foam to us at cost. She wouldn't change her answer, we hung up, and I immediately called her back, stating that I was very dissatisfied with all of this. She then explained that she was the manager and did not work on commission, and that she would give us the best price on any other furniture, because she feels bad that we aren't happy, and were mislead, but there is nothing else to do. I explained that a new kitchen table would not help us sleep better at night. She was rude now, but still sorry she couldn't help us. Needless to say, we have not been back there, and are still in search of a good night sleep.Desired Settlement: We would like a refund of the mattress, so that we are able to shop for a mattress that we are happy with. We can not ask for an exchange, because we would be stuck with the next mattress also, whether it was good for us or not. We are aware of many other stores now, that makes sure you are satisfied with your mattress. We deserve to be satisfied.

Business

Response:

Some details of [redacted]'s bedding concern are not entirely accurate. I have tried to contact [redacted] thru email and by phone to speak with her in an effort to resolve her concern. As of today, I have not received a response. We want to make sure [redacted] is happy with her purchase but also must work within the manufacturers rules and guidelines. When a mattress fails, our manufacturers will replace it, not refund the purchase price. I suggest a new, quality mattress is selected rather than a basic mattress that may need to be exchanged frequently. No manaufacturer that I am aware of will exchange mattresses indefinitely. I am confident we can resolve this matter within the manufacturer's allowable guidelines and satisfy [redacted] as she deserves. I am sorry she has been dissatisfied to this point. I would be more than happy to oversee the resolution of this matter.

Sincerely,

President

Review: We purchased a sofa and matching loveseat from van vreedes. the Love seat was delivered on 1-26-15 with a broken board underneath and the one side sagged and was not secure. they finally replaced that on 3-16-15, but I did also had my husband show him the couch as it appeared to sag also. Their rep didn't think so, so I continued to watch. On called in april to say the couch was sagging to one side more and sent photos of this to Pam. The photos I looked were sent on 4-25-15. the part is still not here. It comes from China no less. My husband talked to Pam 3 weeks ago now and she said the part was in the states, but again today, 7-27-15, it is still not at the store to fix this couch. they will not do an exchange and blame that on flex steel, and they will not refund with a return. I cannot get this fixed or swapped or refund. This has been going on for 3+ months on a brand new furniture set. this is unacceptable. I would take any of the above solutions. thank you [redacted]Desired Settlement: fix now, replace now or refund with return.

Business

Response:

I understand [redacted]s frustration with the delay in waiting for her parts. Flexsteel, the manufacturer, provides a warranty for the repair of its product and would not authorize an exchange for the customer. This reaction is standard in the industry as manufacturers honor their warranties which allow for parts replacement rather than exchange used furniture. We contacted Flexsteel several times on [redacted]'s behalf to try and speed up the parts delivery and have finally received them, installed them and have ended the long wait.Sincerely,VanVreedes

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 am confused with how they could have the part and get to our home just 2 days after I finally filed this complaint. I filed this on a Tuesday and by Thursday they were here to fix the couch. While I am glad they have fixed it, it makes no sense how they automatically had the part immediately then. Thank you

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 remodeled our house in April of 2013 which was when we went to Van Vreedes Appliance Center in Green Bay, WI. to purchase a brand new Stove, microwave, refrigerator, and dishwasher. We purchased the products in April received them early May 2013 by June of 2013 we started having LOTS of problems with the refrigerator. They told us we had to call a plumber to make sure things with the water hook up were right. We did and had to pay the plumber out of pocket, and the problem was the fridge nothing to do with the plumbing. We would wake up every morning with the floor flooded, and I even put a cup under the water at night to try and catch some of it but it would overflow. There service department came so many times to fix it that one of the last times they came the service man said they could not fix it anymore the clips on the top were now not holding because they have been opened and shut so many times. After getting the run around from the store [redacted] as he dodged my phone calls and took two weeks to deal with him. I called the Revdex.com for help. They called him before I filed a complaint and then he finally got back in contact with me. However he was not of much help at all. Instead of backing the product he sells and helping me fix the situation he told me I needed to do this do that do this. Did not help at all told me what to do. Finally I got in touch with KitchenAid and got a new refrigerator in September 2013. I thought finally we are don with this and can move on. Nope by Spring of 2014 I had to start calling the service men again to come back for the refrigerator because of the same problems the we had the first time around. On top of that the dishwasher stopped working. When the nice service man came he informed me that the dishwasher motor was junk and needed to be replaced for the dishwasher to work, and of course the dishwasher was out of warranty by a month. I thought with all the problems I had already had with me refrigerator Van Vreedes would help maybe split the $300 bill or do anything. When I called to talk to them about the issue they were rude totally blew me off and said to bad. Horrible customer service.. We had to pay out of pocket for the dishwasher to be repaired. Now it is May 2015 my refrigerator is not working at all. It flooded the floor under the refrigerator, a lot of the food in the freezer and refrigerator are junk, freezer is not working at all. Just bought groceries on 5/12/15 bill was $231.07 most of the food junk. The brand new floors we put in, in April 2013 are starting to warp because we have had so many water problems with the original fridge and second fridge. I called [redacted] at Van Vreedes of Green Bay to ask for help and ask what they were going to do for us. He was no help at all, raised his voice to me. I told him I was contacting the Revdex.com and a lawyer. Then he says first let service come see what they have to say then you do this and that. I kept telling him no I wanted him to help me solve this problem. He sold me the junk why should I have to make all the phone calls, and contact all the people. I feel like he sold me junk took my money, and good luck your on your own. They have done nothing for us. I would like to know who is going to replace my warped floors, all the groceries we have lost since Spring 2013, all my time off work to be there for the service calls.Desired Settlement: I want things taken care of and made right. I would like my floors replaced I am hoping the sub floor under the fridge is not rotting. I would like some portion of my groceries reimbursed. I will suck up the time lost from my job to be here for the double digit service calls. I would like a full refund for the refrigerator, so I can go else where and purchase a product from a company that fully backs their consumers.

Business

Response:

[redacted]'s frustration is demonstrated in the tone of this complaint. This frustration and extreme profane language has made assisting her very challenging. Some details in [redacted]'s complaint are not accurate. Manufacturers provide service warranties on their product and will not allow the dealer to exchange the product without their approval. [redacted] received a problematic refrigerator which we assisted in seeing that it was exchanged by providing the manufacturer with details of the service history. We asked [redacted] to help us communicate with the manufacturer because we have found some manufacturers to be more responsive when working with both the retailer and the end user. The first refrigerator was exchanged and now, about 20 months later, the exchanged refrigerator is requiring service for a third time. [redacted] insists the refrigerator be exchanged but there is a process to follow with the manufacturer that must be followed. [redacted] disagrees. Since [redacted] had written this complaint, we have diagnosed the refrigerator as needing a part which we have ordered and will install as soon as it arrives. Also, we have provided her with information she can use to file her possible food loss claim. We are contacting the manufacturer with the service history on [redacted]'s behalf. We will contact [redacted] directly regarding any floor damage which must be handled through an insurance process.There is no record of a phone contact from the Revdex.com to our company regarding any customer complaint including [redacted]. Phone calls addressing complaints does not follow protocol of the Revdex.com. Please correct me if I am wrong.[redacted] had her dishwasher delivered on April 3, 2013. The dishwasher comes with a 1 year warranty from the manufacturer. On November 3, 2014, service was requested and a pump/motor needed to be replaced. Since the product was 7 months out of warranty, the manufacturer did not cover the repair.Finally, we are disappointed that we have received this complaint. Our company goal is to achieve and maintain a level of 100% customer satisfaction. We are proud of our A+ rating from the Revdex.com and are committed to serving our customers as best we can.Sincerely,[redacted]

Review: We bought a Toshiba 46L5200U TV on 4/21/2012 for $850 dollars along with a 3-yr warranty for $140. The TV quit working on 8-7-2014, and I notified Van Vreede on that same day. They told me I would have to contact their sub contracted service company, which I did. After numerous phone calls to the service company, the warranty company, and Van Vreede's, I finally received a call on 8-27-2014 from Txx at Van Vreede's that they would replace the TV with a LG 47LN5400 instead of repairing it (On line reviews of this tv are not very good). I went to Van Vreede's that same day to look at the TV, which they were selling for $550, which is $300 less than the one we bought, and guess what, they didn't even have it on display. Txx said it would be next week before they have it on display. So another week is wasted. We looked at a Samsung which Van Vreede's was selling for $749 but was told it would cost an additional $180. A lot of good a $140 warranty did on the original $850 TV. The salesmen love to sell warranty contracts, but if and when you need it, the customer has to do all the leg work to get it enforced, and then you find out it doesn't really cover the cost of the TV. As of this date, nothing is resolved. I am stuck with a TV that doesn't work, a warranty that means nothing, and a business that doesn't care.Desired Settlement: Fix my old Toshiba or replace it something that is good as or better than our old TV. I do not want a obsolete replacement.

Business

Response:

Mr. [redacted] purchased a flat screen tv along with a 3 year extended warranty for $140 on 4/21/2012. [redacted], the insurance company provides coverage for repair or replacement of the tv if it were to fail. Extended warranties in the electronic industry will replace a failed tv with a new model that is featured the same or greater. The insurance company is not expecting Mr. [redacted] to settle for less. The retail price of the product does not matter. This coverage is clearly printed in the coverage documents. Mr. [redacted] is being treated fair by the insurance company. We will contact Mr. [redacted] and allow him to change brands if he wishes to, but any upgrade difference may have to be paid for. Mr. [redacted]'s decision to purchase an extended will provide him with an equivalent tv at no cost. Thank you.

Consumer

Response:

Review: Van Vreedes delivered 5 appliances. There was a brand new dryer pipe attached to a dryer that they hauled off. The delivery guy bent and broke the new dryer pipe trying to attach to the new dryer he delivered and broke the pipe. WE also had an issue with a kinked water line that was taken care of, but that person told us we needed to hire dryer vent wizards to take care of the dryer vent because Van Vreedes wasn't able to. We did this and Justin at Van Vreedes asked for a copy of the bill. A few days leter Van Vreedes stoped to fix the dryer pipe the the other Van Vreedes technician told us they couldn't do. By the way, another Van Vreedes tech was out before the refrigerator tech and said they would fix it and the delivery guy should have been able to connect everything. I am looking for Van Vreedes to reimburse me for the damage done to the dryer pipe by their delivery person. I have gotten no where talking to them, as any person I talk to only has part of the story as we have been told different things by different people. The people in the office only have part of the story and it differs from what we witnessed and were told.Desired Settlement: Acknowledgement that they have caused us a great deal of inconvenience over their errors and reimbursement of 123.90 for Dryer Vent Wizard charges.

Business

Response:

After receiving [redacted]'s concern I discovered a resoultion was already in progress. There was a bit of miscommunication from everyone involved. We are sorry for this and have taken care of any charges due as requested by the [redacted]s. VanVreedes takes great pride in the high level of customer satisfaction we have maintained and our A+ rating with the Revdex.com.Sincerely, Customer Service

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 chair from this company, and it is defective, which they agreed to take back, but will not refund our money they have offered in store credit. We paid them a $1000.00 dollars, we just want our money refunded.Desired Settlement: Simple, we wrote them a check, they can issue a check in return.

Business

Response:

This product was specially made by Flexsteel with the cover the [redacted]'s selected for themselves. Flexsteel is one of the best quality furniture manufacturer's in the country but like most manufacturer's, does not accept returns for specially ordered product. Flexsteel provides a repair warranty, not a replacement warranty if the product requires attention. The product was not what the [redacted]'s had hoped for and they are unhappy with their purchase, unwilling to accept a repair as the manufacturer offers. We have contacted Flexsteel and they refuse to take the chair back but offered to take care of any defect. In an effort to satisfy the [redacted]'s, we have offered to exchange the product and credit their account (so they can reselect) even though we cannot return the chair. This offer is unacceptable to the [redacted]'s so we have again contacted Flexsteel in an effort that would share more in the loss and refund the [redacted]'s money as they have asked. We expect an answer within a few days.

Consumer

Response:

Review: I purchased an LG dehumidifier from [redacted] in West Allis, WI on July 8, 2009. The unit came with a full 5 year parts and labor warranty. Earlier this year I noticed the unit would run, but no moisture was collected. I searched the LG website and determined the closest authorized repair facility was Van Vreede's. On July 1, 2014 my wife dropped the unit off at Van Vreede's in Oshkosh, WI. The person there stated they would take it to their Appleton location and provided us with a form indicating the date the unit was brought in. My wife also provided them with copies of the original sales receipt and warranty information. When nothing was heard after 4 weeks I contacted them. They have a separate division for appliance repair titled [redacted]. The service manager is [redacted] and his telephone number is ###-###-####. [redacted] checked with his service technicians and determined there was a problem with the sealed system. He checked for authorization with LG and was declined because the unit was now out of warranty. He phoned me with this information and stated I would have to contact LG directly and provided the telephone number. Because the unit was now a month out of warranty, through no fault of mine, LG declined to authorize repairs. Had [redacted] started the repair within the remaining 1 week warranty coverage this unit could have been repaired under warranty at no cost. Now the unit can only be repaired at my expense. The people there were nice to work with but dropped the ball on opening the repair file within the appropriate time period. I fully understand I did not purchase the dehumidifier there, but as an authorized service facility it shouldn't matter.Desired Settlement: In all fairness, failure to get the unit repaired under warranty was a result of errors made by Van Vreede's and [redacted]. I would like the unit repaired and the associated expenses written off as the cost of higher education. Thank you very much for the time taken to explore and hopefully resolve this matter.

Business

Response:

The manufacturer (LG) has failed to communicate the correct information to Mr. [redacted]. I have verified the following information and called Mr. [redacted] personally. Mr. [redacted] requested service on his dehumidifier when it was under warranty. The dehumidifier has a sealed system problem and is not worth repairing. We are sending information to Mr. [redacted] he will need to forward to LG who will then provide a refund for the dehumidifier. This is what Mr. [redacted] expects and I agree.

Sincerely,

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. I faxed a copy of a letter drafted in response to Mr. [redacted]'s personal telephone call to me on August 6, 2014 at approximately 10:30 a.m. to your office. In it I stated that had the correct information been provided at the outset I would not have filed the complaint. I also asked that the complaint be dismissed and not made a part of VanVreede's Revdex.com record. Thank you

Review: My wife and I purchased a Whirlpool stove/oven. We were told that it has convection built into it. When we try to use this feature the food will not cook properly. After their repair service ([redacted]) came to look at it we were told that it not a convection oven only a regular oven with a convection style fan. We contacted Van Vreedes and explained that we were not happy with the oven and we asked for a refund or a different stove. We were told that they do not offer refunds or exchanges. With the fact that we paid a significantly higher amount in order to get the convection feature we feel that the oven was misrepresented and that we should be allowed to select a different stove/oven. In addition to this the burners do not work properly, not cooking evenly.

On the same date (September 5th 2014) we also purchased an LG Dryer. After a week of use the dryer stopped drying properly. The repair company has come out 3 separate times to replace parts. Each time they leave the drying is working again then after a week or less then it goes back to the same problem of not drying the clothes (turning its self off after only one 9-10 minutes) The last time [redacted] came out to replace another part and said that LG told them that if this doesn't solve the problem the dryer will have to be replaced. The dryer is still not drying the clothes. A repair man was out today for the 4th time and told us this time that we will just have to stop using the dryer settings and go to using the "Time Dry" option. We chose this dryer because of its ability to sense the dampness and turn itself off when the clothes are dry thus helping to conserve energy.Desired Settlement: I would a refund on both items. We have lost all trust with Van Vreedes and would them to refund us the money and come pick up these appliances so I can repurchases them somewhere ells.

Business

Response:

I contacted Mr. and Mrs. [redacted] and understand the frustration with how their products are performing. Both manufacturers provide a repair warranty and will support their product. First, the range. The [redacted]'s paid $731.50 for the range which is being advertised today as a Whirlpool convection range for $809 at Lowes. They paid a fair price for the product they received. Mr. [redacted] recognizes that convection ranges with an extra heating element cost $300-$600 more. Mrs. [redacted] described in detail how the burners were working and agreed to have them looked at by the service department. This problem should be solvable. If not, Whirlpool will be contacted. Second, the dryer. The LG dryer has been serviced 3 separate times. On Mr. [redacted]'s behalf, we contacted LG and supplied them with the service history on the dryer. LG asked for one more attempt to repair, Mr. [redacted] agreed, so it will be serviced one more time. If it is not repaired, I believe LG will then authorize us to exchange the dryer. The [redacted]'s are understanding of this. VanVreedes will work with the manufacturer's as they do not allow VanVreedes to exchange a new product and resell it as such without their approval. Sincerely,[redacted]

I ordered a piece of furniture from them and was told at the time the order was placed, it would be 6 weeks delivery. Six weeks delivery turned into 8 weeks, and at the end of week 11, I still did not have my furniture or even a guaranteed delivery date.
I also had to deal with NUMEROUS calls back and forth with them trying to get my piece of furniture delivered (which never happened). The sales woman lied repeatedly to me as to the status of the situation. When trying to contact my sales woman via email (with no response from her), I was told by her manager "she doesn't do email", yet there's an email address printed on her business card.
My advice to anyone considering doing business with them is RUN THE OTHER WAY, and give an honest, reliable competitor such as Gabriel Furniture your business.

I was in the process of purchasing a new condominium. The builder had me go to Van Vreede's to pick out the appliances. The Van Vreede's sales person in Green Bay was very helpful and I chose some great appliances. The nightmare began several months later - several months after I closed on the purchase of my condominium. I had no legal contract or purchase agreement with Van Vreede's - the contract was between Van Vreede's and the builder. Almost 4 months after the purchase of my condo, Van Vreede's sent a threatening letter to me threatening to file a lien against my property because the builder did not pay them for the appliances. The appliances were only delivered to what became my property; those appliances were delivered to the property BEFORE I purchased it and the purchase contract was between the builder and Van Vreede's, so they had NO LEGAL RIGHT to file a lien against my property; their dispute should have been directly with the builder. When I called Van Vreede's to address the matter, the person there who had sent the letter to me was extremely rude and condescending and ultimately hung up on me. I had to call back and attempt to get a manager; I was first told that no manager was at work that day. Upon trying for a third time to reach a manager, I was transferred to someone in the Green Bay store who was again quite rude and told me that "that was the way it worked" and they "did whatever they needed to do to get their money." I was not the one who did not pay them, the builder was. I was treated like a low-life individual who doesn't pay her bills. It was terrible. Upon being threatened with legal action, the builder finally paid the bill but the upset and inconvenience that was caused by Van Vreede's was extreme and totally unnecessary.

Review: In February I purchased a range, refridgerator, dishwasher, and range hood from Van Vreedes in Oshkosh. It was arranged to be delivered in March.The applicances arrived except the refridgerator. No one told me it was back ordered, and I had made arrangements for my old appliance to be picked up by Focus on Energy. After rearranging that pickup, and waiting another two weeks, my refridgerator arrived with a damaged freezer door. I was assured that a new door would be ordered. Two months later I called to inquire about the door, only to be told it takes time. After three months I got a call telling me the freezer door came, but was damaged again. It is now almost September and I still have a refridgerator with a damaged door. The amount I paid was for a new appliance, not a damaged one.Desired Settlement: I would like money refunded to me for having a damaged appliance.

Business

Response:

The [redacted]'s purchased their refrigerator and had it delivered on March 30, 2015. The door was damaged and needed to be replaced. When the replacement door was received by us, it was damaged and it has taken way too long to receive the from Whirlpool. We have contacted the manufacturer several times in an effort to expedite the process. The customer is reasonable and understandably has been frustrated with the delay. We have contacted the customer and agreed on an allowance for their patience. We will continue to work with the manufacturer to receive a door that is not damaged.Sincerely,VanVreedes

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: My parents purchased a dishwasher in December of 2013. They purchased the extended warranty in addition to the manufacturer's warranty. They used the dishwasher for a couple months and then they started having problems with it. A repair person ([redacted] from [redacted]) was sent out to fix the problem. He said there was something in it. He took out a little red piece from the dishwasher. My parents used the dishwasher for two days, and noticed that it would just run and then the lights would keep blinking and the cycle would shut down. [redacted] the repair man called the company and the company said the seam was leaking. [redacted] came out a week later and took pictures with the computer after my dad removed the dishwasher and set it in the corner of the hallway (end of September). My father stopped at Van Vreede's on September 17 to check on the status of the replacement. I stopped at Van Vreede's on November 1 and talked with [redacted] to follow up with the dishwasher issue again. My parents also called in October a couple times and were told they were doing the paperwork and they would get back to them. No one ever called back. I was told that the pictures were sent to Samsung and they would get back to us. I stopped back again the middle of November to ask about the dishwasher. I was told a lady from Samsung had the pictures and she would notify my parents in three to five business days. I stopped back one week later and was told my parents would be getting a new dishwasher in three to five business day, but we have not heard anything else and that was about two weeks ago and still no response.

It seems like my parents have been getting the run around. They have had the dishwasher sitting in their hall since September. They are very frustrated and would just like to resolve the issue. The old dishwasher is also an inconvenience since it is just sitting in their hall. I asked if it could be removed by Thanksgiving, but I keep getting the answer of three to five business days. We missed its use for one holiday already-hopefully we can have this solved before Christmas.Desired Settlement: I was told they would be getting a new dishwasher since the other one was deemed not repairable, but nothing has happened so far,

Business

Response:

This customer has been patient. I agree with their frustration. They purchased the SamSung dishwasher about 11 months ago and it is covered under the manufacturers warranty. It was serviced and we were able to convince the manufacturer to exchange the unit. Only the manufacturer can make this call and execute the process. Each time we checked with SamSung we were told the exchange paperwork was being sent out. After this happened several times, we were able to determine the exchange paperwork had been sent to the wrong destination. We have worked with SamSung in making the correction and expect the exchange paperwork very soon. Then, the customer will be contacted and the product exchanged. We are closely monitoring the situation. Sincerely,[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.

Review: I received three Lane Furniture living room tables as a gift, delivered on Dec.24, 2013. Within one to two weeks of delivery, the veneer started peeling off of the coffee table. A Van Vreede's rep came to my home to inspect them, and promised that the replacement piece would be ordered and delivered within 7 to 14 business days. In early February, 2014, after not hearing from Van Vreede's, my boyfriend, who purchased the tables for me) visited the [redacted] location and was told by [redacted] that the piece had been re-ordered three times, and each time was damaged upon arrival. [redacted] agreed to exchange the tables for another kind at no cost to us, and offered a discount on the replacement tables. Around Feb. 22, my boyfriend and I visited the store and I picked out two replacement end tables, a coffee table and we added a console table to the order to take advantage of the supposed discounted price. The tables were delivered to my house around the third week of March. The gentlemen delivering them noted that their warehouse noticed that there was a chunk taken out of the back of one of the end tables and it had been reordered. There was a hand-written note taped to it saying "back chipped, ok to use until new one arrives". As they brought in the console table, they also noted that the corners were banged in and there was a knick in the top front piece. This was noted on the delivery receipt. When they brought in the coffee table, I immediately noticed a big black scuff mark near the center of the top. While the delivery guys were at my house, one of them made two phone calls to the store to report the damage to three of the four tables. At this time, my boyfriend was charged an additional $756 for the difference in cost between the first set of three tables and the three replacement, as well as the addition of the console table. As the delivery guys were leaving, he assured me that Van Vreede's would call within 2 days to advise when the replacements would arrive. After they left, we examined the delivery receipt and noticed that we were only credited $210 for each of the three original tables, for a total of $630, which is $110 less than the original purchase price of $740. In April, after no call from Van Vreede's, my boyfriend went to Van Vreede's to inquire on the status and was told that they were not aware of the damage and requested that he e-mail them pictures of the damage. We e-mailed pictures within a few days. In mid- to late May, after no response or confirmation from Van Vreede's, my boyfriend visited the store again and [redacted] Jackson from Van Vreede's read the e-mails for the first time while he was there. She and [redacted] agreed to replace the console and end table, but said that the black scuff mark on the coffee table was not damage, it was part of the "distressed" finish. My boyfriend disagreed and explained that aside from the black scuff mark right next to the chip in the back of the damaged end table, there are no similar marks on any of the other tables. The Van Vreede's ladies agreed to order a replacement console and end table, but they would have to take some time to examine the photos and determine if the scuff mark on the coffee table was indeed damage. At this point, he was understandably frustrated with Van Vreede's unacceptable customer service, so he told them he wanted Van Vreede's to pick up the tables and refund his money. He was told that he would be charged a fee to pick them up, as well as a restocking fee of approximately $450. He left the store. On July 7, after no word from Van Vreede's, I visited the store and spoke with [redacted]. She told me that our order had just been closed because they had not heard from us. I asked her why we had not been contacted by Van Vreede's to confirm the tables were ordered. She told me that the console and end table had been ordered in May, the console table was in stock, but the end table was sold because we had not called back to schedule delivery. I told her that we never received a phone call from Van Vreede's to arrange delivery, and she objected, insisting that she had called "a bunch of times" and left messages for my boyfriend. When I asked her for a list if the dates she had called, she gave me three dates, two in March and one in May, a day or two after my boyfriend's last visit to the store. I pointed out that the two calls in March would have been to arrange delivery of the first set of replacement tables, and there was no message left in May. She continued to insist that she had left numerous messages, yet she could not provide any documentation of those calls. She then asked me if my boyfriend and I were still together, and went on to imply that he must be lying to me because she knows she called a bunch of times. I then told her that the facts are that I was assured upon delivery three months prior that the damage had been noted and the three tables would be replaced, yet I still have three damaged tables in my living room and asked her what they were going to do to fix it. She then told me that a Van Vreede's rep came to my house to inspect the coffee table and determined that the scuff mark was part of the distressed finish and they would not replace it. I told her that was not true, no rep had been to my house to inspect this set of tables, and she insisted that someone had been there. I finally said that I would know if a Van Vreede's rep had been to my house because it's my house and I would have had to let him in. After about an hour of [redacted] giving me excuses, changing her story and asking me why it had taken me so long to contact them, she finally agreed to send a rep to my house to inspect the tables. I gave [redacted] my phone number and asked her to remove my boyfriend's number. She told me that [redacted] would call me the next day to arrange a time. After no word from [redacted] the next day, I had to call the store and set up a time. [redacted] from Van Vreede's inspected the tables that following Friday, July 11. He agreed that the scuff mark on the coffee table was damage and not due to distressing, and also noted the damage to the console and end tables. He said replacements would be ordered and should be in within one to two weeks. Today, August 11, I went to Van Vreede's again because it has now been over four weeks and I had not heard from them. I spoke to [redacted], she said that the pictures had been sent to the manufacturer, but they sent the wrong parts, they were a gloss finish. She said that [redacted] had just reordered replacements today and it would be another four weeks before they are delivered. She said I would receive a phone call when they arrive.Desired Settlement: A) Van Vreede's to pick up the tables and give us a full refund including the $110 not credited on the first set of tables, or B) The damaged tables replaced (full table, not parts) no later than August 21, 2014 and a substantial credit (refund, not store credit) for the frustration and inconvenience this has caused, as well as the $110 not credited upon return of the original three tables.

Business

Response:

This complaint is not from the individual who purchased the product. The purchaser gave us specific instructions to communicate with him exclusively. The communication has been strained due to circumstances beyond our control. The credit in question has been applied as agreed. Since this product has been specially ordered for the customer, service must be handled in the following fashion. There is a sofa table that is waiting to be exchanged and a coffee table top which should be here soon that will need to be changed. We will contact [redacted] to do so now that we have the contact information. After these items are addressed we would be happy to offer some type of compensation to the purchaser of the product. Thank you.

Sincerely,

Consumer

Response:

Review: We have been having issues with our refrigerator/freezer. The freezer will no freeze all items. We have had a service person out here 4 times and they have said there is nothing more they can do. We contacted Van Vreede's and also [redacted]. Van Vreede's continues to do nothing even after [redacted] instructed us to return the item to Van Vreede's. [redacted] has all our info listed in their notes but has stated to us that nobody has ever called from Van Vreede's to have this taken care of.Desired Settlement: Full refund on refrigerator and also the extended warranty.

Business

Response:

[redacted] is not the original purchaser of this product. The refrigerator was serviced several times at no cost to [redacted] and is still under the manufacturers warranty. Each time, the refrigerator was found to be working properly. We have contacted the manufacturer regarding the customers feeling that the refrigerator is not working properly. The manufacturer will arrange for a second opinion. We are working with [redacted] on the customers behalf to help [redacted] get taken care of. At this point, [redacted] has not authorized any exchange but the review process is not yet complete. Sincerely,[redacted]

Business

Response:

VanVreedes works very hard to achieve a customer satisfaction rate well above our competition. We are voted best appliance store and enjoy an A+ rating with the Revdex.com. As stated from the beginning , the manufacturer must approve the exchange of its product. We worked with the manufacturer on the customer's behalf and were able to convince them to do this exchange. The exchange is complete and a full refund has been made to the customer. Through the process, the customer was not accurate with the details and was disrespectful. The copy of the invoice that was supplied to the Revdex.com is not a valid copy. The actual (paid in full) sale is to [redacted] on 9/6/2013. Furthermore, when the product was delivered to [redacted] signed for the delivery. Now he is indicating the same sale is not valid? If the customer needs service in the future, they simply need to provide the name under which the product was purchased. Finally, I would encourage the customer to request a refund on the remaining extended warranties so they can obtain service from another company. We have no interest in conducting future business with this customer.Sincerely,[redacted]

Consumer

Response:

Review: .My husband I had purchased a bedbase from Van Vreede's on September 9, 2013. We decided on one that was on the floor as a model, but needed a King size, and the floor model was a queen. We were told it would be 6 weeks for delivery. we agreed and ordered. , Our salesperson, [redacted] told us we needed a $100 depost, which we, now regretably put $500 down, since we saved this money for months, and I was using cash. This left us with a remaining $314 at delivery. when the bed frame was brought to us on October 26, 2013, it would not fit up the stairs the standard way, but we have a flat roof and wanted to attempt it that way, which would most likely work. As I looked at the product, I noticed it was nothing like I ordered. We ordered on that had detailed carvings in the wood and very nice handles on the each of the six drawers of the base bed. the bed that they were delivering was a complete flat surace from the side of the frame to the drawers, with no handles at all. I immediately contacted [redacted], our sales person and told her of this issue. I put it back on the truck and returned it. I cannot get my deposit back. they are insisting I pay a $200 restock fee. I dont feel I should have to since the bedframe was nothing like I ordered, and the manufacturer would not take it back from them, since they said the mistake was not on their end. This is what the Manager [redacted] told me during one of heated arguments. The salesperson at Van Vreed's place the wrong order. The only options given to my by Van Vreede's are costing me more money..the restock fee is involved in all options given to me. This is so wrong. I just want to walk away with my Deposit and never return to this store again. Who charges a customer for a mistake they made? Very dissapointed from a so called family business.I am hoping you can help me resolve this issue, since I can get nowhere. I went to the store to look at other beds, and the salesman said he could not answer for me until [redacted] returned????why??Desired Settlement: I would like my %500 deposit back, and walk away from this nightmare. Thank you for your time.

Consumer

Response:

I filled out a complaint online early this morning, and would like to add pictures to this case.

This is in reference to a basebed that I ordered by looking at one on the floor at Van Vreede’s. this was ordered.

I have pictures of the exact bed on the floor that

we ordered from (from my cell phone right at the store), and I have a

picture of the one that was

Delivered to us. The picture of the one delivered

to us is from the Manufacturer’s website, since I did not take a photo

at my house, since I returned it right back to the delivery truck.

(Van Vreede’s still has this in their warehouse). I have them labeled as “floor model” and “wrong delivery”.

I really am hoping you can help me get my full deposit back from them.

I appreciate your service and your time.

Thank you.

Business

Response:

Good Morning,

Greg Ernst and myself met with [redacted] and worked out a favorable solution. We are ordering her a new platform, custom made so it will fit into her home. She is pleased with the result.

[redacted] Furniture Mgr.

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.

Review: My husband and I went to Van Vreedes 2/17/2013.We found living room furniture that we really liked. Sofa, 2 end tables, 2 swivel recliners. 3023.95 We really liked the recliners on how you would sit straight up in them. Each chair was 689.99. March 23 2013 it was delivered our house. After several weeks I noticed several flaws in material on cushion. My husband said his chair was not like the one he sat in at store. We sat in each others chair and could not believe the difference. They were not the same.I called [redacted],scheduled appointment for the service man to come out and look. Service man said he would order new material for my chair and a clip for my husbands chair. The clip he said would make the chair come up higher. That was sometime in 7/2013. I called [redacted] several times and she told me someone ordered the wrong material, someone was on vacation it was a excuse.9/20/13 service man came to put new material on my chair and clip on my husbands. Several days later flaw is back, clip did not work. Dec 9th I called talk to Manger [redacted]l, told her I was very up set. She scheduled service man for Dec 13th.He said there is nothing else he can do for my husbands chair.Looked at mine seen the flaw said it was coming from the mechanism. Said [redacted] would call me, she never did, I called her days later, she said she ordered new mechanism for my chair and a new chair for my husband.Jan 13 2014 husband gets new chair.He still says it is not right.Jan 31 service man comes puts new cushion and mechanism on my chair.Now my chair is worse, it does not sit right.Service man takes pictures and says [redacted] will call me. [redacted] never calls.I call later, she says they know of a man that can fix it, they have to come pick it up. I said why can't you order me a new chair, she said [redacted] does not make that pattern anymore. Feb 10 they come to pick up my chair. Week later drop off the chair,it is the same.Called [redacted] she said they would order me new chair.5/3/14 wrong chair delivered,said [redacted] put wrong chair in box.Desired Settlement: This has been going on for over 1 year. 689.99 for one chair and we paid for 2 of them. We still do not have the right chairs.Not once was I every offered anything for the inconvenience of this situation.They always have a excuse. Always covering up for each other. Want them to tell the truth.Told them several times to come and take there furniture back.I would like some compensation and the right kind of chairs.

Business

Response:

[redacted] brand furniture was successfully delivered to Mrs. [redacted] on March 23, 2013. After several months of use, July 2013 by Mrs. [redacted]'s account, service was requested. The manufacturer provides a 1 year repair warranty on the product. After some time, it is not uncommon for chairs to sit differently depending on the conditions under each chair was used. Satisfying Mrs. [redacted] has been especially challenging because [redacted] (brand manufacturer) shut down, changed ownership and caused unnecessary delays. Now [redacted] is operating normally. Also, Mrs. [redacted] frustration has caused some of our employees to feel uncomfortable in communicating with her. Now, a new chair has been received to replace the chair in question. It is the right chair with the wrong base attached. [redacted] has indicated they will send the correct base within two weeks. We plan to install the base and exchange the chair at that time. Finally, a modest compensation will be offered to Mrs. [redacted] as promised. Van Vreedes takes great pride in servicing our customers and consistently achieves more than a 99% customer satisfaction rating and enjoys an A+ Revdex.com rating.

Sincerely,

Business

Response:

The manufacturer has shipped the correct base for Mrs. [redacted]'s chair. The correct base will be received, inspected and installed on to the chair, then, Mrs. [redacted] will be contacted to schedule delivery.

Consumer

Response:

The Sales Staff At Oshkosh Van Vreedes Are Good. [redacted]long With [redacted].